This Privacy Policy explains how Pauline & Pearl ("we", "us", "our") collects, uses and looks after information you share with us through our website, forms and services. We try to write this in plain, human language rather than heavy legalese.

Who we are

Pauline and Pearl is a sole-trader home services business (trading as "Pauline and Pearl") operating across Coventry, Solihull and the Arden Villages. Customers book cleaning and home services directly through Pauline and Pearl. Services are delivered by approved local professionals working with Pauline and Pearl — your booking is always managed by us. You can contact us via the quote form on the Get a quote page or on 07915 096 475.

What information we collect

Customer names and preferred pronouns.
Telephone numbers and email addresses.
Postcodes and service addresses.
Property and garden information (size, rooms, garden size, service required).
Booking details, dates, preferences and messages you send us.
Access instructions collected privately after your booking has been accepted (for example, how to get in on the day, alarm notes, key location).
Payment-related records (transaction references and receipts).
Marketing preferences and newsletter subscriptions where you opt in.
Website analytics information — only where genuinely used and disclosed on our Cookie Policy.
For cleaner and gardener applications: applicant contact details, cleaning or gardening experience, references, availability, areas covered, insurance information, and identity and onboarding information where appropriate.
Incident and complaint records where they occur.
For Mental Health Cleans: information you voluntarily choose to share about your circumstances to help us understand the support requested. Please do not provide more sensitive information than is necessary.

Why we collect it and how it's used

To respond to your enquiry and provide a personalised, no-obligation quote (legal basis: your request / legitimate interest in responding).
To arrange, manage and deliver the cleaning or home service you've booked (legal basis: contract).
To communicate with you about your booking, quotes, payments and follow-up (legal basis: contract).
To review and act on any feedback or concerns you raise about a service (legal basis: legitimate interest / consumer rights).
To send marketing communications only where you have opted in (legal basis: consent — you can unsubscribe at any time).
To keep records for accounting, insurance, safeguarding and legal compliance (legal basis: legal obligation).
For applications: to assess suitability, complete onboarding and offer cleaning or gardening opportunities (legal basis: pre-contract steps at your request).

Who your information may be shared with

Information necessary to fulfil a booking may be shared with the approved independent professional assigned to provide the service. Only information reasonably required to complete the booking is shared, and sensitive access information is handled on a need-to-know basis.

We may also share information with trusted service providers who help us run our business — for example, secure form submission, email delivery, payment processing and website hosting. We do not sell your personal data. We are happy to name the specific providers we use on request; please email us for the current list.

Mental Health Clean — a note on sensitive information

Our Mental Health Clean is a supportive, judgement-free cleaning service. Customers may voluntarily provide limited information about their circumstances where it helps us understand the support requested. You are never required to disclose medical information, and we do not make assumptions about your health. Anything you share is treated privately and only used to help us deliver a thoughtful service.

How long we keep information

We keep enquiry, booking and applicant information for as long as is reasonably necessary to manage your bookings, respond to any follow-up, and meet legal, accounting, insurance and safeguarding obligations. Information that is no longer needed is deleted or anonymised.

Security

We use reasonable technical and organisational measures to protect the information you share with us and limit access to those who need it to deliver our service.

Your rights

You have the right to ask us for a copy of the information we hold about you, to correct it, to ask us to delete it, to restrict or object to certain uses, and to withdraw consent to marketing at any time. To make a request, please contact us using the details below. You also have the right to complain to the UK Information Commissioner's Office (ico.org.uk).

Contact us about privacy

If you have any questions about this policy, or would like to exercise your rights, please contact us via the Get a quote page or on 07915 096 475. We'll respond as soon as we reasonably can.