Privacy Policy
Local Maids
Last updated: 18 September 2026
This policy explains what personal information Local Maids collects, why we collect it, how long we keep it and what rights you have. It covers our website, our online booking, the Local Maids app used by our cleaners, and the phone calls, text messages and emails we exchange with you.
We have written it in plain English. If anything here isn't clear, email us and we'll explain it.
1 · Who we are
Local Maids is the "data controller" for the information described in this policy. That means we decide what is collected and why, and we're responsible for looking after it.
Company: Local Maids
Address: 71–75 Shelton Street, London, WC2H 9JQ
Email: hello@localmaids.co.uk
If you want to ask anything about this policy, or exercise any of the rights in section 10, email us at the address above and put "Privacy" in the subject line.
2 · Who this policy is about
Different people give us different information, so this policy is split accordingly:
Customers — anyone who books a clean, asks for a quote, or contacts us about our services
Cleaners — the self-employed cleaners who take jobs through our platform
Applicants — people applying to clean with us
Callers and enquirers — anyone who phones, texts or emails us, whether or not they become a customer
3 · What we collect
From customers
Your details — name, email address, phone number, and the address where the clean takes place
Access notes — anything you choose to tell us about getting into your home and what to expect: where to find a key, whether someone will be in, whether a pet will be there, which door to use. We don't ask for alarm codes or key safe codes, and you shouldn't send them to us
Your bookings — dates, times, how long, how often, what you've asked for, and any notes about how you like things done
Payment information — we do not see or store your card number. Card details are entered directly into Stripe, our payment provider, who hold them on our behalf. We see only the last four digits, the card type, and whether a payment worked
Messages — text messages, emails, app messages and the fact that a phone call happened, including its date, length and any voicemail you leave
Photographs of your property — cleaners sometimes send our office a photograph to explain something about a clean, such as damage found on arrival or a problem with access. These are stored privately and seen only by our office
Reviews and feedback — anything you tell us about a clean or a cleaner
From cleaners
Your details — name, email address, phone number, home address and postcode, and date of birth
Documents — photo ID and proof of address, and a DBS certificate if you have one and choose to share it
Photographs — your profile photograph, and any photographs you send to our office through the app. These are often photographs of a customer's property — a lock that won't open, damage that was already there, a room that needs explaining
Your application — your answers to our questions, either as a short video you record or as written answers, plus anything you tell us about your experience and the areas you can work in
Availability and work — the hours you say you can work, the jobs you accept, when you mark yourself arrived and finished, and the notes and photographs attached to those jobs
Location — with your permission, the app records your location at the moments you tap "On my way", "Arrived", "Clock in" and "Finished" on a job, and, while the app is open on screen between "On my way" and "Arrived", every 30 seconds or so. We use this to confirm you were at the job, to tell the customer you are on the way, and to settle any dispute about attendance. We do not record your location when the app is closed or in the background, and we do not use it outside of jobs
Payment and deductions — what you have earned, what has been deducted and why, and the bank details you give us so we can pay you
Agreements — which version of our cleaner agreement you accepted, the name you typed to sign it, the date and time, and the internet address it was signed from. We keep a copy of the signed agreement and you can download yours from the app
Ratings — the ratings and feedback customers leave about your cleans
From applicants
Everything in the "cleaners" list above that you give us during the application, whether or not you go on to work with us. If your application doesn't go anywhere, section 9 explains how long we keep it.
From callers and enquirers
If you call, text or email us — even if you never become a customer — we keep a record of the contact: your phone number or email address, the date and time, the length of a call, any voicemail, and the content of a message. This is how we know who has already been in touch, and it means you don't have to explain yourself twice.
From everyone using the website
Standard technical information your browser sends: IP address, browser type, and which pages you looked at. We use this to keep the site working and to understand which pages people find useful.
4 · Why we collect it, and what allows us to
Under UK data protection law we need a lawful basis for using your information. Ours are:
What we do
Why
Lawful basis
Arrange, deliver and change your cleans
So the right cleaner turns up at the right place at the right time
Performance of a contract
Take payment and chase failed payments
To be paid for work done
Performance of a contract
Send booking confirmations, reminders and "on my way" messages
So you know what's happening
Performance of a contract
Pass your access notes to your cleaner
So the cleaner can get in and knows what to expect
Performance of a contract
Check a cleaner's identity and documents
So we know who we are sending into people's homes
Legitimate interests — the safety of customers and their property
Keep records of calls, messages and emails
So we can answer you properly and settle any dispute about what was agreed
Legitimate interests — running the business and keeping accurate records
Keep payment, invoice and payroll records
HMRC and accounting rules
Legal obligation
Send marketing emails or texts about our services
To tell you about offers and changes
Consent, which you can withdraw at any time
Use photographs sent by cleaners about a property
To resolve access problems and to record damage that was there before a clean started
Legitimate interests — resolving problems fairly
Where we rely on legitimate interests, we have weighed our reasons against your privacy, and we will explain that balance to you if you ask.
Marketing. We only send marketing if you have agreed to it, or if you are an existing customer and we're telling you about the same kind of service you already use. Every marketing message has an unsubscribe in it, and you can also just reply STOP to a text or email us. Turning off marketing never affects the messages you need — booking confirmations, reminders and payment problems keep coming.
5 · Who sees your information
Inside Local Maids. Our office staff see what they need to run your bookings.
Your cleaner. The cleaner assigned to your job sees your name, address, phone number, your access notes, the details of the clean, and any notes you have left about how you like things done. They do not see your payment information.
Your customers, if you are a cleaner. Customers see your first name, your profile photograph and your rating. They do not see your address, your documents, your pay or your other jobs.
Companies that work for us. We use a small number of established companies to run parts of the service. They act on our instructions and cannot use your information for anything else:
Who
What they do
Supabase
Stores our database and files — the system this all runs on
Stripe
Takes card payments. Card numbers go directly to Stripe and never touch our systems
Twilio
Sends and receives our text messages
Yay.com
Handles our phone calls and voicemail
OneSignal
Delivers app notifications to phones
Google Maps Platform
Works out travel times and shows maps and addresses
Apple and Google
Distribute our app through their app stores
When the law requires it. We will share information if we're legally obliged to — a court order, a request from HMRC, or where there is a genuine safeguarding or crime concern.
If the business changes hands. If Local Maids is sold or merged, customer and cleaner records would transfer to the new owner, who would be bound by this policy until they told you otherwise.
We do not sell your information to anyone, ever.
6 · Where your information is kept
Our systems are hosted in the United Kingdom and the European Economic Area. Some of the companies listed above are based in the United States. Where information goes outside the UK, it is protected by the safeguards UK law requires — the UK International Data Transfer Agreement, or an adequacy decision covering that country. If you want the detail of a particular transfer, ask us.
7 · Keeping it safe
Information is encrypted in transit and at rest. Access is restricted to the staff who need it, and every account has its own login. Documents and photographs are stored privately and are not accessible from a public web address. We never ask for your card details by phone, text or email — if someone claiming to be us does, it isn't us.
8 · Automated decisions
We do not make decisions about you purely by computer. Cleaners are ranked and sorted in our system by things like distance and rating, but a person decides who gets a job, who is approved to join, and what happens when something goes wrong.
9 · How long we keep things
What
How long
Customer account and booking history
6 years after your last clean
Payment and invoice records
6 years after the end of the tax year they fall in (HMRC requirement)
Messages, emails and call records
3 years
Photographs sent in messages
3 years, with the message they belong to
Voicemail recordings
12 months
Cleaner records, including documents and payroll
6 years after you stop working with us
Applications that didn't go ahead
6 months, then deleted
Application videos from unsuccessful applicants
6 months, then deleted. If you join us, the video is deleted once you're onboarded
Access notes
Kept with the booking they belong to, and deleted with it
Website technical logs
12 months
When a period ends, information is deleted or anonymised so it can no longer be linked to you.
10 · Your rights
You have the right to:
See what we hold about you, and get a copy
Correct anything that's wrong
Delete your information, where we don't have a legal reason to keep it
Limit what we do with it while a question is being sorted out
Object to us using it where we rely on legitimate interests
Take it with you in a portable format
Withdraw consent to marketing at any time
Email us and we'll respond within one month. There's no charge. We may ask you to confirm who you are before we send personal information anywhere.
11 · Deleting your account
You can ask us to close your account and delete your information at any time — email us, or use the delete option in the app.
What we keep after deletion. When a cleaner's account is deleted we keep a one-way scrambled version of the email address and phone number — a "hash". This cannot be read or turned back into your details. We keep it for one reason: so that if someone we have previously removed from the platform applies again, we know. We do not use it for marketing, we do not share it, and it cannot be used to contact you.
We also keep payment and work records for as long as the law requires (see section 9), and any messages in a group conversation stay in place but are anonymised, so the conversation still makes sense to the people who were part of it.
12 · Cookies
Our website uses cookies that are necessary for it to work — keeping you logged in, remembering what's in your booking, and keeping the site secure. These don't need your permission. If we add anything else, such as analytics or advertising cookies, we'll ask you first and you'll be able to say no.
13 · Children
Our services are for adults. We don't knowingly collect information about anyone under 18. If you think a child has given us information, tell us and we'll delete it.
14 · Changes to this policy
If we change how we use your information we'll update this page and change the date at the top. If the change is significant, we'll tell you directly.
15 · Complaints
If you're unhappy with how we've handled your information, please tell us first — we'd rather fix it. If you're still not satisfied you can complain to the Information Commissioner's Office:
Information Commissioner's Office Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF 0303 123 1113 · ico.org.uk/make-a-complaint
Local Maids LTD is committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, store and share your data in compliance with UK GDPR.
This policy covers our website, our booking service, and the Local Maids and LMC mobile applications.