Privacy Policy

2. Personal Data We Collect

We may collect and process the following personal data:

• Full name
• Email address
• Phone number
• WhatsApp contact details
• Service address
• Billing address, if different
• Preferred service date and time
• Type of cleaning service requested
• Property details, such as property size, number of rooms, access instructions, and special requests
• Photos or files you voluntarily upload or send to us for quoting, service preparation, or quality review
• Payment status and invoice-related information
• Communication history through email, phone, website forms, or WhatsApp
• Customer feedback, complaints, re-clean requests, and review-related information
• Website usage data, such as IP address, browser type, device type, pages visited, cookie preferences, and similar technical data

We only collect personal data that is necessary for our services, communication, business operations, legal obligations, and customer support.

3. How We Collect Personal Data

We may collect personal data when you:

• Visit our website
• Submit a quote request or booking request
• Contact us by email, phone, WhatsApp, or website form
• Book or receive a cleaning service
• Make a payment or receive an invoice
• Send us photos, videos, documents, or property details
• Leave a review, testimonial, or feedback
• Request customer support, complaint handling, or a re-clean
• Interact with our website, forms, or online tools

4. Why We Use Your Personal Data

We use personal data for the following purposes:

• To respond to inquiries
• To prepare and send quotes
• To schedule and manage cleaning appointments
• To assign cleaners to jobs
• To provide cleaning services
• To send booking confirmations, reminders, service updates, and follow-ups
• To contact you about access instructions, cleaner arrival, service changes, or urgent updates
• To issue invoices and track payment status
• To manage complaints, re-clean requests, refunds, credits, or customer service issues
• To improve our services, website, and customer experience
• To maintain internal business records
• To comply with tax, accounting, legal, and regulatory obligations
• To protect our business, cleaners, customers, and website from misuse, fraud, unsafe situations, or unauthorized activity

5. Legal Bases for Processing Personal Data

We process personal data based on one or more of the following legal bases: Contractual necessity: We process your data when it is necessary to provide a quote, confirm a booking, deliver cleaning services, manage appointments, handle payment, or communicate about the service. Legitimate interest: We process your data when it is necessary for normal business operations, customer service, scheduling, quality control, complaint handling, service improvement, safety, fraud prevention, and internal administration. Legal obligation: We process and keep certain data when required for tax, accounting, invoicing, legal, or regulatory purposes. Consent: We may rely on your consent for certain optional activities, such as non-essential cookies, marketing communication, testimonials, or the use of identifiable property photos for marketing. Where processing is based on consent, you may withdraw your consent at any time.

6. Booking, Service, and Cleaner Assignment

To provide cleaning services, we may share necessary booking details with the cleaner or service provider assigned to your job. This may include customer name, phone number, service address, date and time of service, service type, access instructions, customer notes, cleaning priorities, and property photos (if relevant and necessary for the job). Cleaners and service providers should only use this information to complete the assigned cleaning service and related communication.

7. Payment and Invoicing Information

We may process payment and invoice information to manage bookings, deposits, invoices, payment status, and accounting records. Payment may be made by bank transfer, online payment link, card payment (if available), or another approved payment method confirmed in writing. Our business bank details are: Account name: Trustline Services IBAN: NL75 INGB 0119 9556 60 VAT number: NL004861783B47 If a third-party payment provider is used, that provider may process payment information according to its own privacy and security policies. We do not store full card numbers or sensitive payment credentials on our website.

8. WhatsApp, Email, and Phone Communication

If you contact us through WhatsApp, email, or phone, we may store your contact details and communication history to manage your inquiry, booking, service updates, complaints, or follow-up. Please avoid sending highly sensitive personal information through WhatsApp, email, or website forms unless it is necessary for the service.

9. Photos and Property Information

You may voluntarily provide photos of your property, rooms, windows, garden, terrace, appliances, or areas that require cleaning. These photos help us assess the work, prepare a quote, assign the correct cleaner, document service quality, or handle complaints. We may also take before-and-after photos for internal records, quality control, complaint handling, training, or proof of service. We will not publish identifiable photos of your private property for marketing without your consent.

10. Reviews, Testimonials, and Feedback

If you leave a review, testimonial, or feedback, we may use it to improve our services and, where appropriate, display it on our website, social media, or marketing materials. We will avoid publishing private contact details unless you have given permission or the review is already publicly available on a review platform.

11. Sharing Personal Data

We may share personal data only when necessary and appropriate, including with:

• Cleaners or service providers assigned to your job
• Payment processors or banks
• Accounting, invoicing, or bookkeeping providers
• IT, hosting, website, form, or software providers
• Email, phone, WhatsApp, or communication service providers
• Legal, tax, regulatory, or government authorities when required by law
• Professional advisers, such as accountants or legal advisers

We do not sell your personal data.

12. International Data Transfers

Some third-party tools, software, or service providers may process or store data outside the Netherlands or the European Economic Area. Where applicable, we aim to use providers that apply appropriate safeguards for the protection of personal data.

13. Data Retention

We keep personal data only for as long as necessary for the purposes described in this Privacy Policy. Typical retention periods may include:

• Inquiry and quote records: as long as needed for follow-up and business administration
• Customer and job records: as long as needed to manage services, repeat bookings, complaints, and customer support
• Invoice and accounting records: for the legally required retention period
• Complaint and re-clean records: as long as needed for service quality, dispute handling, and internal records
• Marketing consent records: until consent is withdrawn or the data is no longer needed
• Website analytics and cookie data: according to the settings of the analytics or cookie tool used

When data is no longer needed, we will delete, anonymize, or securely archive it where appropriate.

14. Your Privacy Rights

Under applicable data protection laws, you may have the right to:

• Request access to your personal data
• Request correction of inaccurate or incomplete personal data
• Request deletion of your personal data
• Object to certain processing
• Request restriction of processing
• Request transfer of your personal data
• Withdraw consent where processing is based on consent
• File a complaint with the Dutch Data Protection Authority

To exercise your rights, contact us at info@trustlineservices.nl or WhatsApp +31 6 4244 9019. We may need to verify your identity before processing your request.

15. Cookies and Website Tracking

Our website may use cookies and similar technologies. Cookies may be used to make the website function properly, remember preferences, improve website performance, understand how visitors use the website, and support marketing or advertising (if enabled). Strictly necessary cookies may be used without consent. Non-essential cookies may require your consent depending on how they are used. You can manage cookies through your browser settings or through the cookie banner, if available.

16. Security

We take reasonable technical and organizational measures to protect personal data against loss, misuse, unauthorized access, disclosure, alteration, or destruction. However, no website, email, WhatsApp message, or online system is completely secure. Please contact us immediately if you believe your personal data has been accessed or used without authorization.

17. Children's Privacy

Our services are intended for adults, households, property owners, tenants, landlords, property managers, and businesses. We do not knowingly collect personal data from children. If you believe a child has provided us with personal data, please contact us so we can remove it where appropriate.

18. Links to Other Websites

Our website may contain links to third-party websites, tools, payment pages, review platforms, social media pages, or communication platforms. We are not responsible for the privacy practices, content, or security of third-party websites or platforms. Please review their privacy policies before submitting personal data.

19. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. The updated version will be posted on our website with a revised "Last updated" date. The version available on our website is the current version.