Privacy Notice

How Klinora handles information about customers, applicants and Klinora Pros.

Who is responsible

KLINORA LIMITED (trading as Klinora) is the controller of information used to operate the platform. Company number 17485641; registered office 163 Pinkers Mead, Bristol, BS16 7JA, United Kingdom. Contact [email protected] or +447387222593 about privacy, including a rights request.

Information we use

For customers, this includes account and contact details, home and access information, bookings, messages, reviews, support cases, payment-provider references, invoices and device or security records. If you ask to be emailed when cleaning becomes available, we record the email address, requested postcode, chosen service (if any), request and confirmation times and delivery status. This request is separate from an account or general marketing subscription. We do not store full payment-card numbers or security codes.

For applicants and Pros, this also includes application answers, identity and right-to-work evidence, Basic DBS information and review outcomes, National Insurance and tax status, profile and availability, service area, bookings, complaints, earnings and payout-provider references. Access to private evidence is restricted and recorded. A DBS result is criminal-offence data even if it shows no conviction.

Information comes from you, the other booking party, payment and sign-in providers, verification documents, relevant public records and our own service records.

Why we use it

We use account, booking and payment information to provide requested services and take steps before a contract. We use records needed for tax, company and other legal duties under legal obligation. We use proportionate safety, fraud-prevention, service-quality and dispute records for our legitimate interests and, where applicable, legal claims. Complete applications that affirm the published entry requirements move automatically to the verification stage. An authorised person reviews the verification evidence and records the final decision about who may receive Available jobs. Applicants who cannot affirm an entry requirement are told why they cannot continue and can ask us for human review.

We use Basic DBS information to assess applications for cleaning work in customers' homes. Our lawful basis is legitimate interests under UK GDPR Article 6(1)(f), with the Data Protection Act 2018 Schedule 1 paragraph 10 condition for criminal-offence data, read with paragraph 36. Only authorised reviewers can access certificate information. Certificates are not shared with customers or displayed on Pro profiles. A person makes an individual decision; a certificate does not automatically determine an outcome.

Where required by law, we collect and verify relevant Pro identity and tax details and report information about services and earnings to HMRC. We use this information to meet our legal reporting obligations. A specifically requested availability email is sent only for the postcode and service requested, after email confirmation, and does not sign you up for other offers. Marketing email and SMS are separate optional choices. We use them only where consent or a valid soft opt-in applies. You can opt out without losing service access. Optional device technologies are governed by the Cookie Notice.

Sharing and international processing

The customer and assigned Pro receive the information needed for their booking. Stripe handles payments and payouts; Google may provide sign-in; Royal Mail AddressNow supports address lookup; Klinora's hosting and mail services store or transmit platform information. Relevant advisers, insurers, regulators or law enforcement may receive information where justified. We do not show private application evidence to ordinary booking users.

Some providers may process data outside the UK. We must use an applicable UK adequacy decision or valid contractual safeguard for a restricted transfer. Ask [email protected] for the relevant provider and safeguard details.

Retention

We retain live account and booking information while needed to deliver the service and resolve issues, and review it when the account or case closes. An availability-email request expires after 90 days; its contact and request details are deleted at expiry or when you use its cancellation link. We send at most one relevant availability email for a confirmed request. Financial records are kept for the applicable company and tax period, normally six years from the end of the relevant financial year and longer where law or an active dispute requires. Suppression records may be retained to honour an opt-out. Security logs and consent evidence are retained only while needed to investigate misuse or demonstrate the recorded choice.

We keep Basic DBS certificate copies while an application is under active review. We delete current copies 90 days after a final approval, refusal or withdrawal, superseded copies 30 days after replacement, and copies from unfinished applications after 180 days without activity, unless a specific complaint, appeal or legal requirement justifies a short, reviewed hold. We then retain only the necessary restricted record of the check and decision while it remains justified. An account-closure request does not automatically erase records needed for law, payments, fraud prevention or a live dispute; we review each category separately.

Your rights

Depending on the purpose and lawful basis, you may request access, correction, erasure, restriction or portability, object to processing, or withdraw consent. You may object to direct marketing at any time. We may verify identity before responding and will explain any lawful limit on a request. Contact [email protected]; you may also complain to the Information Commissioner's Office.

Accounts are intended for adults. We will update this Notice when material processing changes and preserve the version that applied to an earlier acceptance or transaction.