Privacy Policy - Gardeners West Norwood

This Privacy Policy explains how Gardeners West Norwood collects, uses, stores, shares, and protects personal data belonging to customers, prospective customers, and website or service users in the West Norwood area. It applies to all Gardeners West Norwood customers in the area, whether services are requested by phone, email, online enquiry, referral, or in person. We are committed to handling personal information lawfully, fairly, and transparently in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Gardeners West Norwood provides gardening services to residential and commercial customers in and around West Norwood. In this policy, “we,” “us,” and “our” refer to the business operating under the Gardeners West Norwood name. We act as a data controller in relation to the personal data we collect and decide how and why that data is used. Where third parties process data on our behalf, they do so as processors under written instructions and appropriate data protection safeguards.

2. Personal Data We Collect

We only collect personal data that is relevant and necessary for delivering our gardening services, managing enquiries, and meeting legal and operational requirements. The types of information we may collect include:

Identity information such as your name and title.
Contact information including address, telephone number, and email address.
Service details such as property access notes, preferred appointment times, gardening requirements, and service history.
Billing and payment information where needed for invoicing, payment processing, and accounting.
Communication records including emails, call notes, complaints, feedback, and service updates.
Technical information if you interact with our digital channels, such as IP address, device information, browser type, and basic usage data.
Special category data only where you voluntarily provide it and where it is necessary, for example mobility access needs or health-related information relevant to safe service delivery.

We do not intentionally collect more data than required. If we receive information that is not necessary for our services, we will not use it beyond what is reasonably required to respond appropriately.

3. How We Collect Data

Personal data may be collected directly from you when you request a quotation, book a service, ask a question, provide instructions, make a complaint, or otherwise communicate with us. We may also receive information from:

family members or representatives acting on your behalf;
property managers, landlords, or letting agents where relevant to service delivery;
payment providers and accounting systems;
service partners or subcontractors involved in fulfilling the work;
publicly available sources where needed to verify business or property details.

Where data is obtained from a third party, we will only use it for the purposes for which it was collected and where lawful to do so.

4. Lawful Basis for Processing

We process personal data only when we have a valid lawful basis under UK GDPR. Depending on the circumstances, we rely on one or more of the following:

Contract – when processing is necessary to provide a quote, arrange services, complete gardening work, manage bookings, or handle payment and service administration.
Legal obligation – when we must keep records for tax, accounting, insurance, or compliance purposes.
Legitimate interests – when we use data to operate, improve, and protect our business, provided that your rights and interests do not override those purposes. This may include record-keeping, service quality checks, fraud prevention, and responding to enquiries.
Consent – where required, for example for optional marketing communications or for processing special category data when no other condition applies.
Vital interests – in rare situations where processing is necessary to protect someone’s life or physical safety.

When we rely on consent, you may withdraw it at any time. Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.

5. How We Use Personal Data

We may use your data to:

provide gardening services and manage customer accounts;
arrange visits, confirm appointments, and access properties safely;
prepare estimates, invoices, and payment records;
communicate about service changes, seasonal needs, or job-related updates;
handle complaints, disputes, or customer support requests;
meet legal and regulatory obligations;
maintain accurate business records;
protect our services, staff, and customers from misuse or fraud.

We will not use personal data for purposes that are incompatible with the original reason it was collected unless we have a valid lawful basis and, where required, your consent.

6. Data Sharing and Processors

We may share personal data with trusted third parties where necessary to operate our services and manage our business. These third parties may include:

IT and hosting providers who store or support our systems;
payment processors who handle transactions securely;
accountants and bookkeeping services for financial administration;
subcontractors or specialist service providers assisting with gardening tasks;
professional advisers such as insurers or legal advisers where required;
public authorities where disclosure is required by law.

All processors are expected to act only on our instructions, keep data secure, and comply with applicable data protection requirements. We do not sell personal data. If data is transferred outside the UK, we will ensure suitable safeguards are in place, such as an adequacy regulation or approved contractual protections.

7. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, and for any additional period required by law or good business practice. Retention periods depend on the type of data and the reason for processing.

Customer service records are normally kept for the duration of the working relationship and for a reasonable period afterwards.
Financial and tax records are retained for the legally required period.
Communication records may be retained for complaint handling, dispute resolution, and service history.
Marketing records are kept until you opt out or withdraw consent.

When data is no longer needed, it will be securely deleted, anonymised, or archived in line with our retention procedures. We regularly review stored information to ensure it is not kept longer than necessary.

8. Security of Personal Data

We use appropriate technical and organisational measures to protect personal data from unauthorised access, loss, disclosure, alteration, or destruction. These measures may include access controls, secure storage, password protection, limited user permissions, and staff awareness practices. While no system can guarantee absolute security, we work to reduce risks and respond promptly to any suspected data incident.

9. Your Rights

You have rights under data protection law regarding your personal data. Subject to legal limits, these may include the right to:

access the personal data we hold about you;
rectify inaccurate or incomplete information;
erase your data in certain circumstances;
restrict processing in certain situations;
object to processing based on legitimate interests or direct marketing;
data portability for information you provided to us in a structured format, where applicable;
withdraw consent where processing is based on consent.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your data has been handled unlawfully. We encourage you to raise any concerns with us first so that we can try to resolve them promptly and fairly.

10. Children’s Data

Our services are intended for adults or adult representatives managing property and gardening arrangements. We do not knowingly collect personal data from children unless it is incidentally provided by an adult customer and is necessary for a service-related reason. If we become aware that we have collected child data without a lawful basis, we will take steps to delete it promptly.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, business practices, or the way we process personal data. The most current version will apply from the date it is issued. We recommend reviewing it periodically to stay informed about how your information is protected.

12. Summary of Our Commitment

Gardeners West Norwood is committed to processing personal data responsibly, securely, and lawfully. We collect only what we need, use it for clear and legitimate purposes, retain it for no longer than necessary, and respect your rights. This policy applies to all Gardeners West Norwood customers in the area and is designed to support trust, transparency, and good data protection practice in every service we provide.