Privacy policy

CleanHelp™ is a trading name of Cool Mate Ltd, a company registered in England and Wales under company number 16338355, based in London. Cool Mate Ltd is the data controller for the personal information described in this policy.

For privacy questions or to exercise any of your rights, email privacy@getcleanhelp.com. Anything else can go to hello@getcleanhelp.com.

This policy covers customers who book cleans, including guests who book without an account, cleaners and partner businesses who work through the CleanHelp Pro app, and anyone visiting our website or apps.

Most of it applies to everyone. The two sections written for customers and for cleaners and partners describe what is specific to each.

CleanHelp is a service for adults. We do not knowingly collect personal information from anyone under 18, and the service is not directed at children.

When you create an account we collect your name and email address, and a profile image if you sign in with Google or Apple. Signing in creates session records, including your device type and IP address, which protect the account from misuse.

When you book a clean we collect what the visit needs: the address and postcode, home details such as bedrooms and bathrooms, your phone number, the date and time, any instructions you add, and how the cleaner should get in. Access notes can be sensitive, so share only what the cleaner needs to know.

Guests booking without an account provide the same booking details plus an email address for the confirmation.

We also hold messages sent through a booking, reviews left after a visit, records of support conversations and, if you turn notifications on, the token that lets us deliver them to your device.

Product analytics records the screens and features used, meaningful outcomes such as a completed booking or accepted lead, an app instance, and, after sign-in, your opaque CleanHelp account ID. We also reduce a UK postcode locally to its district, such as TW9, before analytics receives it. Analytics never receives your name, email, phone, address, full postcode, message or search text, access notes, payment details, precise location, documents or photos.

Card details never reach CleanHelp. They go directly to Stripe, our payment provider, and we keep only a reference to the saved payment method and the status of each payment.

If you choose not to provide the information a booking needs, such as the address or access details, we cannot arrange the clean.

The cleaner or business assigned to your booking sees only what the job needs: your name, the address, the home and service details, your instructions and the access arrangements. Before accepting a job they see the area, service type, timing and price, not your name or address.

A guest booking is managed through the link in the confirmation email. The link works for 90 days, and we store a one-way code that verifies it rather than the link itself, so a copy of our records could not be used to open your booking. A guest can claim the booking into an account at any time by signing in with the same email address.

When you join through the CleanHelp Pro app we collect your name and email address, plus the business details you set: the business name, service areas, working hours and, if you write one, the profile headline and description shown where your services are offered.

Working through the platform creates records of the leads offered to you, the jobs you accept and deliver, your schedule, your messages with customers and your earnings summaries.

We plan to introduce identity, right to work and background checks for people providing services. When they launch, the checks will run through specialist providers, we will tell you what is collected and from which source before you go through them, and criminal record information will be handled under the conditions the Data Protection Act 2018 sets for it.

We use personal information to run CleanHelp: creating and securing accounts, arranging and delivering bookings, taking payment, sending service messages such as confirmations and reminders, answering support requests and keeping the records the law requires.

UK data protection law requires a lawful basis for each use. Delivering the service you asked for, from account creation to booking fulfilment and payment, rests on our contract with you. Keeping financial and tax records rests on our legal obligations. Securing the service, preventing misuse, keeping the platform reliable and improving how it works rest on our legitimate interests in running a safe and dependable service, balanced against your rights.

Analytics cookies on our websites and marketing happen only after you agree, and you can withdraw that agreement at any time. In the installable apps, minimised product analytics starts from first use so we can understand and improve reliability and product use; it does not use advertising identifiers. You can object to that processing by emailing privacy@getcleanhelp.com.

We never sell personal information and we do not share it with advertisers.

The cleaner or business delivering your booking receives the details described above. For the clean itself they are your direct service provider and responsible in their own right for how they handle your information during the work.

A small number of companies process information for us: Stripe handles payments, Cloudflare hosts the service and stores our data, Resend delivers our service emails, Expo delivers push notifications to the mobile apps, and Google Analytics measures how the websites are used if you accept analytics cookies and how the installable apps are used from first launch. If you sign in with Google or Apple, they confirm your identity to us.

Each processes information under contract, on our instructions, for the purpose named here and nothing else. Beyond that, we disclose personal information only where the law requires it, where someone’s safety depends on it, or if the business itself changes hands, in which case this notice continues to apply.

CleanHelp runs in the United Kingdom. Some of the companies that process information for us, including Stripe, Cloudflare, Expo and Google, process data in the United States. Where that happens we rely on the safeguards UK law recognises: the UK Extension to the EU-US Data Privacy Framework where the provider is certified under it, and the UK International Data Transfer Agreement or Addendum otherwise.

The website sets one essential cookie: the session cookie that keeps you signed in. It comes from our own sign-in service and is not used for tracking. The browser also stores small pieces of booking data locally, such as the link that manages a guest booking and the summary shown on the confirmation page. The mobile apps keep your sign-in and notification settings in secure storage on the device.

On our websites, Google Analytics runs only if you accept it in the cookie banner. Declining changes nothing about how the service works, and you can change your choice at any time using the cookie settings control below. The installable apps do not use analytics cookies or advertising identifiers; Firebase Analytics starts from first launch and uses the minimised product data described above.

We keep personal information only as long as it has a job to do, and the period depends on the record. Booking and payment records are kept for six years to meet tax and accounting law. Guest booking links expire after 90 days. Reviews can be left for seven days after a visit and stay with the booking they describe. Account details are kept while the account is active.

When we start collecting a new kind of record, it gets its own period at that point and this policy is updated to say so.

Google Analytics keeps event and user-level product analytics for 14 months. We review any future raw analytics export under a separate retention policy before enabling it.

When a record no longer has a purpose we remove it or strip what identifies you, except where a statutory period still applies. To ask for deletion sooner, email privacy@getcleanhelp.com.

You can ask for a copy of the personal information we hold about you, ask us to correct it, delete it, restrict how we use it, object to uses based on legitimate interests, or receive the information you gave us in a portable format. Where processing rests on consent, you can withdraw it at any time.

Email privacy@getcleanhelp.com with your request. There is no charge, we may need to confirm your identity, and we respond within one month.

If you are unhappy with how we handle your information, you can complain to the Information Commissioner’s Office at ico.org.uk. We would value the chance to put it right first.

CleanHelp makes no decisions about you by automation alone that carry legal or similarly significant effects. Matching bookings to cleaners is an operational step, and people remain responsible for the decisions that matter.

Information travels encrypted, access is restricted to the people and systems that need it, and sensitive links are stored as one-way codes rather than values, so a stolen record cannot be replayed. Sign-in uses one-time email codes or your Google or Apple account rather than passwords.

No online service can promise absolute security. If a breach ever put your rights at risk, we would tell you and the Information Commissioner’s Office as the law requires.

When this policy changes, the date at the top changes with it, and we will tell you in the product about any change that matters. Earlier versions are available on request.

Cool Mate Ltd, trading as CleanHelp, London. privacy@getcleanhelp.com.