Rubbish Collection Twickenham Privacy Policy

This Privacy Policy explains how Rubbish Collection Twickenham collects, uses, stores and shares personal data relating to customers in the Twickenham area. It applies to all customers and prospective customers who use, or enquire about, our rubbish and waste collection services in the Twickenham area, whether you contact us by phone, email, online forms or any other method.

Rubbish Collection Twickenham is committed to protecting your personal data and complying with the UK General Data Protection Regulation and the Data Protection Act 2018. This Privacy Policy sets out our practices and your rights in relation to your personal data.

Who we are and how to contact us

Rubbish Collection Twickenham is the data controller for the personal data described in this Privacy Policy. This means we decide how and why your personal data is used. If you have any questions about this Privacy Policy or about how we handle your personal data, you can contact us using the contact details published on our website or any invoice or service confirmation we provide to you.

Personal data we collect

We collect and process different types of personal data depending on how you interact with us and the services you request. The categories of personal data we may collect include the following.

Identification and contact details: Your name, address, email address, telephone number and any similar contact details you choose to provide. This includes both your billing address and the address where the rubbish collection is carried out if different.

Service details and communications: Information about the services you request or receive, such as the type of waste to be collected, the dates and times of collections, access instructions for your property, and copies of correspondence and communications between you and us, including emails, phone notes and messages.

Payment and billing information: Details required to take and manage payments for our services, such as partial card information or transaction references provided by payment processors, together with records of invoices, receipts and outstanding balances. We do not store your full card details when you pay by card. These are processed by our chosen payment processors.

Technical and usage data: When you visit our website, we may collect technical data such as your IP address, browser type, device information, pages visited and the date and time of your visit. This helps us understand how visitors use our website and improve our online services.

Marketing preferences: Your preferences about how you would like to receive marketing communications from us, and records of your consent where we rely on consent for marketing.

How we collect your personal data

We collect personal data directly from you when you contact us, request a quote, make a booking, sign up for services, pay an invoice, provide feedback or otherwise interact with us. We may also collect personal data automatically when you use our website, such as through cookies or similar technologies.

Occasionally, we may receive personal data about you from third parties, such as payment providers, business partners that refer you to us, or publicly available sources, where this is necessary to provide our services or comply with legal obligations.

Lawful bases for processing your data

We only process your personal data where we have a lawful basis under data protection law. The lawful bases we rely on are the following.

Performance of a contract: We use your personal data to provide our rubbish collection services, respond to your enquiries, manage bookings, process payments and fulfil our contractual obligations to you as a customer or prospective customer.

Legitimate interests: We may process your personal data where it is necessary for our legitimate business interests and where your rights and interests do not override those interests. This includes using your data to manage and improve our services, maintain business records, handle complaints, protect our business and prevent fraud.

Legal obligation: We may process personal data to comply with our legal and regulatory obligations. This includes keeping accounting records, complying with tax requirements, responding to lawful requests from public authorities and maintaining records for health, safety and environmental compliance.

Consent: In some cases, we may ask for your consent to use your personal data for specific purposes, such as sending you certain types of marketing communications. Where we rely on consent, you have the right to withdraw your consent at any time.

How we use your personal data

We use your personal data for the following purposes.

To provide and manage services: Arranging and delivering rubbish and waste collection services, managing bookings, sending confirmations and updates, and handling changes or cancellations.

To communicate with you: Responding to enquiries and quote requests, sending service information, providing customer support and keeping you updated about issues that may affect your service.

To manage payments and accounts: Issuing invoices, processing payments, handling refunds where applicable, and managing your customer account and transaction history.

To improve our services: Monitoring usage of our website, analysing how customers use our services, training staff, and improving our processes, systems and offerings.

To meet legal and regulatory requirements: Maintaining records as required by law, cooperating with regulatory authorities and responding to lawful requests for information.

To send marketing communications: With your consent where required, we may send you information about our services, special offers or updates that may be of interest. You can opt out of marketing communications at any time.

Data retention and storage

We keep your personal data only for as long as necessary to fulfil the purposes for which it was collected, including for the purposes of satisfying any legal, accounting or reporting requirements. The retention period will vary depending on the type of data and the reason we collected it.

Customer and service records are typically kept for a period that allows us to manage ongoing relationships, handle any disputes or complaints and comply with tax and accounting obligations. Once your personal data is no longer needed for these purposes, we will securely delete it or anonymise it so that it can no longer be linked to you.

Data processors and sharing your information

We may share your personal data with third parties who provide services to us, known as data processors. These processors act on our instructions and are required to keep your personal data secure and confidential, and to use it only for the purposes we specify.

Types of processors we may use include payment processing providers, IT and hosting providers, customer management and communication tools, waste transfer and disposal partners, and professional advisers such as accountants. Where we use such processors, we put appropriate contracts and safeguards in place.

We may also share your personal data with other third parties where this is necessary to comply with a legal obligation, to protect our rights or the rights of others, or in connection with a business reorganisation. We do not sell your personal data to third parties for their own marketing purposes.

International transfers

If we transfer your personal data outside the United Kingdom, we will ensure that an adequate level of protection is in place, for example by relying on adequacy regulations or standard contractual clauses approved by the relevant data protection authorities. You can contact us for more information about any international transfers that may apply to your personal data.

Your data protection rights

Under data protection law, you have several rights in relation to your personal data, which apply to all Rubbish Collection Twickenham customers in the Twickenham area.

Right of access: You have the right to request a copy of the personal data we hold about you, together with information about how we use it.

Right to rectification: You have the right to ask us to correct personal data that you believe is inaccurate or incomplete.

Right to erasure: In certain circumstances, you have the right to ask us to delete your personal data. This is sometimes called the right to be forgotten. This right is not absolute and may not apply where we need to keep the data to comply with a legal obligation or for other lawful reasons.

Right to restrict processing: You have the right to request that we restrict the processing of your personal data in certain circumstances, for example while we are checking the accuracy of the data or considering an objection you have raised.

Right to object: You have the right to object to our processing of your personal data where we are relying on legitimate interests as our lawful basis. You also have an absolute right to object to direct marketing at any time.

Right to data portability: In some cases, you have the right to receive the personal data you have provided to us in a structured, commonly used and machine-readable format, and to have that data transmitted to another controller where technically feasible.

Right to withdraw consent: Where we rely on your consent to process your personal data, you have the right to withdraw that consent at any time. This will not affect the lawfulness of processing before consent was withdrawn.

You can exercise your rights by contacting us using our published contact details. We may need to verify your identity before acting on your request. We aim to respond within the timeframes set by data protection law.

Complaints and contact

If you have concerns about how we handle your personal data, please contact us first so we can try to resolve the issue. You also have the right to lodge a complaint with the UK data protection supervisory authority. Details of how to do this are available from official government and regulator resources.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or how we handle personal data. Any changes will be published in the latest version of this Privacy Policy. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data.