Privacy Policy

Who we are

M3 Homehelp Ltd (“M3 Homehelp”, “we”, “us”) is a managed cleaning service operating in London, United Kingdom. We are the data controller for personal information you share with us through our website and booking platform at m3homehelp.co.uk.

For any privacy question or request, contact hello@m3homehelp.co.uk.

Information we collect

• Account details — name, email address, phone number and password when you create a client or professional account.
• Booking details — service address, postcode, access notes, preferred times, property notes and any specific cleaning requirements.
• Enquiries — information you submit through the contact form (name, email, phone, postcode and message).
• Professional verification — for cleaning professionals, identity verification status, DBS-check status and rate information held on our admin records.
• Visit verification data — when a professional starts or ends an on-site session, we capture device location and timestamp solely to verify attendance. Location is recorded at start/end only — never tracked continuously.
• Operational data — booking status, scheduling, ratings and support tickets.
• Technical data — standard server logs, device type and basic analytics needed to keep the platform reliable and secure.

How we use your information

• Manage bookings, schedules and assignments.
• Communicate with you about your bookings, account and enquiries.
• Verify identity and on-site attendance of our professionals.
• Handle billing, payments and refunds.
• Maintain platform security, prevent fraud and meet legal obligations in the UK.
• Improve our service quality and customer experience.

Legal bases

Under UK GDPR we rely on: (a) contract — to deliver the cleaning services you book; (b) legitimate interests — to run, secure and improve our platform; (c) consent — where required, e.g. marketing communications; and (d) legal obligation — for accounting, tax and safeguarding requirements.

Who we share data with

• Cleaning professionals assigned to your booking, who see the address, access notes and visit details needed to complete the clean.
• Service providers — hosting, database, authentication, email and payment processors acting strictly on our instructions.
• Authorities — only where required by law or to protect the safety of clients, professionals or the public.

We do not sell personal data. We do not share data for third-party advertising.

International transfers

Our infrastructure providers may process data in the UK, EU or other regions with appropriate safeguards in place, including Standard Contractual Clauses where required.

How long we keep data

We retain account and booking records while your account is active, and for a reasonable period afterwards to meet legal, accounting and safeguarding requirements. Enquiry records are kept for up to 24 months. Visit verification data is retained with the booking record.

Your rights

You can request access, correction, deletion, restriction or portability of your personal data, and object to certain processing. Email hello@m3homehelp.co.uk and we will respond within one month. You may also lodge a complaint with the UK Information Commissioner's Office (ico.org.uk).

Security

Access to personal data is restricted using role-based controls and row-level security in our database. Passwords are stored hashed by our authentication provider. All traffic is encrypted in transit over HTTPS.

Children

M3 Homehelp is intended for adults aged 18 and over. We do not knowingly collect data from children.

Changes to this policy

We may update this policy from time to time. Material changes will be communicated via the platform or by email.