Privacy notice

MaidMatcher is the trading name of the business that runs this website. In these documents we, us and MaidMatcher mean that business. We are the data controller for the personal data described here.

Questions about this notice, or about your data, go to support@maidmatcher.co.uk.

If you post a job or send an enquiry (with or without an account): your name, your email address, the postcode of the property, the details of the clean you describe, and the messages you exchange with a cleaner.

If you have a customer account: the above, plus your saved home details if you choose to save them, which jobs you posted, which cleaners you saved or invited, who you hired, and any review you leave.

If you are a cleaner: your name, email address and business name; your base postcode and how far you travel; the areas, services, prices and hours you set; the words, photographs and logo you put on your page; insurance details if you choose to give them; the jobs you apply to, the quotes you send and the messages you exchange; saved replies you write; and, if you take a paid plan, the subscription record Stripe sends us (never your card number).

If you report someone or ask for help: what you tell us in the report or the help request, and our reply.

Everyone: the technical record of your visit that any website keeps: pages requested, the time, an IP address in server logs, the cookie that keeps you signed in, and, only if you accept it on the banner, analytics about which pages are read (see the cookie policy). If you choose Accept all, Google Ads and Meta also learn whether a visit that began with a click on one of our adverts led to a job, an account or a paid plan. We do not run any other advertising trackers.

• To run the marketplace: showing a cleaner’s page, sending a job to cleaners nearby, carrying messages and quotes between you, recording who hired whom. This is performance of a contract with you, or steps you asked us to take before one.
• To tell you things are waiting: an email when a job, an enquiry, an application, an invitation, a quote or a reply arrives. Performance of the contract. The email says something is waiting and where; it never carries the message itself. You can switch these emails off in your account, except the ones needed to run your account such as a password reset.
• To take payment for a paid plan, through Stripe. Performance of the contract.
• To keep the service safe and honest: screening content against a blocked-word list, acting on reports and blocks, investigating a complaint, suspending an account that breaks the rules, and keeping reviews genuine. Our legitimate interest in a service people can trust, and yours.
• To understand how the site is used, through aggregated analytics, only with your consent given on the cookie banner. You can withdraw it at any time.
• To see which of our adverts work, through Google Ads and Meta conversion measurement, only if you choose Accept all on the cookie banner. You can withdraw it at any time.
• To meet legal obligations, such as tax records for paid plans, and to respond to lawful requests.

We do not use your data to build advertising profiles, we do not make automated decisions about you that have a legal or similarly significant effect, and we do not sell your data to anyone.

Other users, by design. When you post a job, cleaners who cover the area see the job’s details and the first half of your postcode. Your name, email address and full postcode are shown to a cleaner only once a conversation exists between you. A cleaner’s public page shows what they chose to put on it and the areas they cover, never their own postcode or email address. A cleaner you are in conversation with sees your name and what you wrote to them. Cleaners are independently responsible for what they do with details you give them; the cleaner terms require them to use those details only for your job.

Companies that help us run the service, each under a contract that limits them to that job:

• Supabase, which hosts the database, files and sign-in. Data is held in the London region.
• Vercel, which hosts the website and serves it from locations around the world. Your request, including your IP address, passes through the location nearest you.
• Google Workspace, which delivers our email to you.
• Stripe, which takes payment for paid plans. Card details go to Stripe directly and never touch our servers.
• postcodes.io, an open data service we ask to turn a postcode into a place. It receives the postcode and nothing about you.
• Google Analytics and Google Tag Manager, only if you accept analytics cookies, which receive the pages you visit and a truncated IP address.
• Google Ads, only if you choose Accept all, which receives a note that an advert click led to a job, an account, an enquiry, a published profile or a paid plan, with a reference number and nothing that names you.
• Meta (Facebook and Instagram), only if you choose Accept all, which receives the same kind of note for adverts on Facebook and Instagram, with a reference number and nothing that names you. Meta’s automatic matching is switched off, so it never receives an email address or phone number from us.

Authorities, if the law requires it, or to protect someone from harm.

Some of these providers process data outside the United Kingdom, mainly in the United States. Where they do, the transfer is covered by the UK International Data Transfer Agreement or Addendum, or by a UK adequacy decision.

• Your account and what is in it: for as long as the account exists, then deleted within 30 days of you closing it, except where a record must be kept for tax, a dispute or a legal obligation.
• Messages between a customer and a cleaner: for as long as either account exists, because both sides may need to refer back to what was agreed. A closed account’s side of a conversation stays visible to the other person, without the closed account’s contact details.
• Job posts: open for 60 days, then closed; the record stays with your account.
• Reviews: for as long as the cleaner’s page exists, because a review is the customer’s, not the cleaner’s.
• Reports, blocks and moderation records: two years, so a pattern can be seen.
• Server logs: 30 days.
• Payment records: six years, as tax law requires.
• Analytics data at Google: as set in the cookie policy.

Under UK data protection law you can ask us to:

• tell you what personal data we hold about you, and give you a copy;
• correct something that is wrong;
• delete your data, where we have no continuing reason to keep it;
• stop using it for a particular purpose, or restrict what we do with it;
• give it to you, or to another service, in a usable format;
• object to processing we justify by legitimate interest;
• withdraw consent, where consent is the basis, such as for analytics cookies.

Email support@maidmatcher.co.uk and a person will reply within a month. We may ask you to confirm who you are first. If you are not happy with how we handle it, you can complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.

Data is encrypted in transit and at rest. Access inside the database is restricted row by row, so one account can never read another’s data, and our own staff see only what their role needs. Passwords are stored hashed; we never see them. Payment card details never reach us. No system is perfectly secure, and if a breach affected you we would tell you and the ICO as the law requires.

We use the cookies needed to keep you signed in and to remember your cookie choice, and, only if you accept, Google Analytics cookies. The cookie policy lists each one and how to change your choice.

The service is for adults. We do not knowingly collect data from anyone under 18.

When this notice changes, the date at the top changes with it. A change that affects what we do with your data is announced by email to account holders before it takes effect.