Who is responsible
DoneBene Ltd is the controller. It is registered in England and Wales under company number 17415782. Registered office: 71–75 Shelton Street, Covent Garden, London WC2H 9JQ. For privacy questions, a rights request or a complaint, email hello@donebene.co.uk, call 020 3488 7814, message WhatsApp on 07511 161688, or write to the registered office, marked “Privacy”. You do not need a special form or wording.
Information we may collect
- Name, email, telephone or WhatsApp number, preferred language and communication records.
- For phone enquiries: caller number where available, call date, time and duration, and relevant notes of what you ask us. If you choose to leave a voicemail when that option is available, the message also contains your voice and anything you include.
- Postcode, service address, property type, access information, requested dates and cleaning priorities.
- Information about products, equipment, surfaces, pets and practical hazards where relevant to safe service delivery.
- Photographs voluntarily supplied for scope, condition, safety, complaint or insurance assessment. Please avoid faces, children, screens, identity papers and other sensitive details.
- When bookings are released: Booking Summary, accepted Terms version, offer and acceptance timestamps, agreed payment arrangement, payment confirmation where applicable, invoice and payment status, adjustment and refund records, and provider references. DoneBene does not need your full card number or security code.
- Service notes, cancellations, complaints, incidents, claims and evidence reasonably required to resolve them.
- Technical security information generated by the website or hosting service, such as IP address and security logs, where necessary and proportionate.
- When newsletter signup is activated: your email, the consent wording and version, request and confirmed opt-in dates, limited anti-abuse records and any unsubscribe record.
DoneBene does not ask for diagnoses, medical history or other special-category information through the website, email or WhatsApp. If a product should not be used, tell us the practical instruction without medical detail. Unrequested sensitive material will normally be minimised, access-restricted or deleted. Where injury or claim evidence necessarily contains health information, DoneBene will process only what is necessary under the applicable Article 6 legal basis and UK GDPR Article 9(2)(f), for establishing, exercising or defending legal claims. Any other intended use of health information requires a separate valid Article 9 condition; consent, if relied upon, will be explicit and kept separate.
Why we use it and our lawful bases
You can contact DoneBene by telephone, email or WhatsApp. We use the information you provide to respond and discuss your cleaning requirements.
| Purpose | Lawful basis |
|---|---|
| Reply to enquiries, assess suitability and prepare a quote | Steps requested before entering a contract; legitimate interests for genuine business enquiries where appropriate |
| Route calls, return requested calls and keep necessary enquiry notes | Steps you request before a contract for a potential booking; legitimate interests in managing business communications and keeping a proportionate contact record |
| Form, administer and perform a booking | Contract |
| Take payment, issue invoices and keep tax and company records | Contract and legal obligation |
| Protect health and safety; prevent misuse; investigate complaints, damage or claims | Legal obligation and proportionate legitimate interests |
| Establish, exercise or defend legal claims | Legitimate interests and applicable legal provisions |
| Optional newsletter: monthly cleaning tips, service news and occasional offers | Your specific consent, under UK GDPR and PECR. A booking or enquiry does not enrol you. Non-essential tracking is not enabled by this feature. |
We do not use solely automated decision-making that produces legal or similarly significant effects.
Calling DoneBene
A call is a chance to discuss your home and availability. Please do not give card details, access codes or unnecessary sensitive information over the phone or in a voicemail. If we need more information later, we will agree an appropriate way to provide it.
Routine call recording, AI transcription and automated summaries are not part of our Stage 0 contact policy. Before introducing any of them, we will explain what will be recorded, why, how long it will be kept and your choices. This is separate from a voicemail you choose to leave and from a telephone provider’s own processing explained in its privacy information.
How long we keep information
- Routine unsuccessful enquiries: normally up to 6 months, unless needed for an active complaint, safety issue or legal reason.
- DoneBene-held routine call logs and voicemail: normally deleted within 90 days, or sooner once no longer needed. Necessary enquiry notes follow the enquiry period; evidence needed for an active complaint or claim follows the relevant record period. Telecom providers may retain their own records separately under their privacy notices and legal obligations.
- Contracts and core booking evidence: normally 6 years after the visit or contract ends, subject to a justified legal hold. Company invoices and accounting records: at least 6 years from the end of the relevant company financial year, and longer where tax law or an unresolved enquiry requires it.
- Unnecessary property photographs: deleted when the assessment or issue is complete; relevant claim evidence follows the applicable limitation period and insurer instructions.
- Complaints, incidents and claims: for the period needed to resolve and defend the matter, taking account of legal time limits and insurance requirements.
- Newsletter requests awaiting confirmation: normally 30 days. Active subscriptions: until you withdraw, or we stop using them; we review inactivity after 24 months without a fresh affirmative interaction. Limited consent evidence is normally kept for 3 years after the last send or withdrawal to demonstrate compliance, with a longer justified legal hold only where needed. A minimal suppression record is retained while needed to honour your opt-out and reviewed annually.
We review retained information and delete it when it is no longer needed. A legal requirement or an active dispute may justify keeping a specific record longer; it does not justify keeping everything indefinitely.
Security and your choices
Our data-handling policy is to restrict access to people who need it, protect business accounts and devices, use multi-factor authentication where available and keep proportionate records securely. Please use only the information needed for your enquiry, and never send payment-card details through a form, email, WhatsApp or voicemail.
Providing core contact, address, scope and safety information may be necessary for a quote or contract. If essential information is not provided, DoneBene may be unable to accept the work. Marketing is optional and never bundled into the service enquiry.
Your data-protection rights
Depending on the circumstances, you may also have rights to access, correct, erase or restrict your information; receive portable data; and withdraw consent without affecting earlier lawful processing. Rights are not absolute. Contact us with enough information to identify your request; we may need proportionate identity verification.
We normally respond to a data-rights request within one month. If the law permits more time, we will explain why and tell you within the initial period. Rights requests are normally free; any lawful exception will be explained.
Questions and data-protection complaints
Email hello@donebene.co.uk, call 020 3488 7814, message WhatsApp on 07511 161688, or write to our registered office with a question or data-protection complaint. No special form is required. We will acknowledge a complaint within 30 calendar days of receiving it, take appropriate steps to investigate without undue delay, keep you informed and communicate the outcome without undue delay. These are current legal obligations, in force since 19 June 2026. Any data-rights request in the same message has the separate response rules above.
You may also complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint. You do not have to give up that right to use our complaints process. This notice may be updated when our processing changes; we keep the version supplied with an accepted booking.
Search and contact choices
Site search matches public website content in your browser. DoneBene does not send or store your search words. The WhatsApp link for 07511 161688 opens the external service only after you choose it. Please use it for ordinary enquiries and avoid card details, health information or sensitive documents. Sending an enquiry does not reserve a visit or form a booking.
