Privacy Policy
Last updated: 04 May 2026
Oven Support LTD is committed to protecting your privacy and handling your personal information lawfully, fairly, and transparently.
This Privacy Policy explains how we collect, use, store, share, and protect personal data when you use our website, booking forms, customer services, mobile applications, cleaner app, CRM systems, subscription services, payment services, marketing services, and related business services.
This Privacy Policy applies to:
- visitors to our website
- customers who request quotes or book services
- customers who contact us by phone, email, forms, chat, WhatsApp, SMS, or other communication channels
- users of our mobile applications
- cleaners, staff, contractors, and service providers using the Oven Support Cleaner App
- subscribers and customers using our subscription or recurring service plans
- individuals who interact with our adverts, emails, and marketing campaigns
By using our website, services, or mobile applications, you acknowledge that your personal data will be handled as described in this Privacy Policy.
1. Who We Are
Oven Support LTD is a UK-based oven cleaning and home appliance cleaning service provider.
Company name: Oven Support LTD
Company number: 10928925
Website: https://ovensupport.co.uk
Email: [email protected]
Phone: 01603 555 485
For the purpose of UK data protection law, including the UK GDPR and Data Protection Act 2018, Oven Support LTD is usually the “data controller” for the personal data we collect and process.
This means we decide why and how your personal data is used.
2. Personal Data We Collect
We may collect personal data directly from you, automatically through our website or app, from our cleaners or service providers, from payment providers, from advertising platforms, and from other systems used to operate our business.
The type of personal data we collect depends on how you interact with us.
3. Website and Booking Data
When you visit our website, request a quote, place an order, book a cleaning service, subscribe to a plan, or contact us, we may collect:
- first name and last name
- email address
- phone number
- billing address
- service address
- postcode and postcode prefix
- booking date and preferred time slot
- details of the appliance or service requested
- oven type, appliance type, make, model, or size where provided
- order details
- quote details
- payment status
- deposit amount and total order value
- subscription details, if applicable
- customer notes, instructions, access details, or special requirements
- communication history
- support requests
- feedback, reviews, complaints, and service reports
- fraud prevention and security information
We use this information to provide quotes, process bookings, manage customer orders, assign cleaners, take payment, provide customer support, handle complaints, improve our services, and maintain business records.
4. Mobile App and Cleaner App Data
Oven Support LTD operates mobile applications, including applications used by cleaners, staff, contractors, or authorised service providers to manage cleaning jobs and related services.
When a user accesses or uses an Oven Support mobile app, including the Cleaner App, we may collect and process:
- name
- email address
- phone number
- cleaner ID, staff ID, contractor ID, or account ID
- login and authentication details
- assigned job details
- customer service address related to assigned jobs
- booking date and time
- job status updates
- arrival status
- cleaning start and completion status
- cleaner notes
- job photos or service evidence, where uploaded
- issue reports or claim reports
- app usage logs
- device information
- operating system version
- app version
- IP address
- technical logs and crash reports
- location data, where required for app functionality
We use this information to operate the app, assign jobs, verify work activity, coordinate cleaners, track job progress, support customers, manage disputes, improve service quality, prevent fraud, and maintain operational records.
5. Location Data
The Oven Support mobile app may access and collect location data from cleaners, staff, contractors, or authorised app users.
Location data may include approximate location or precise location depending on the permission granted by the user and the feature being used.
We use location data for operational and service-related purposes, including:
- helping cleaners view and manage assigned cleaning jobs
- helping cleaners navigate to customer locations
- verifying arrival at or proximity to a customer’s service address
- updating job statuses such as “Arrived at Location”, “Cleaning Started”, and “Cleaning Completed”
- supporting job tracking and cleaner coordination
- helping administrators monitor job progress
- supporting customer service
- preventing fraud or false job status updates
- resolving complaints or disputes
- improving service quality and operational efficiency
Location data may be sent to our secure backend systems and may be visible to authorised Oven Support administrators, managers, support staff, or service coordinators for business and operational purposes.
We do not sell location data.
We do not use cleaner location data for advertising purposes.
Users can disable location access through their device settings. However, some app features such as arrival verification, job tracking, route support, location-based job support, or service status updates may not work properly without location permission.
6. Background Location Data
Some versions or features of the Oven Support mobile app may request access to location data while the app is running in the background, but only where this is necessary for core operational functionality.
Background location may be used for:
- cleaner job tracking
- arrival verification
- route support
- service coordination
- job status verification
- safety, fraud prevention, and dispute resolution
Where background location is required, the app will display a clear notice before requesting permission.
The app may collect location data to enable cleaner job tracking, arrival confirmation, route support, service verification, and service coordination even when the app is closed or not in use.
If background location is not required for your role or app function, you may disable background location access from your device settings.
Disabling background location may limit certain app features.
7. App Permissions
Our mobile apps may request access to certain device permissions depending on the features used.
These may include:
Location Permission
Used for arrival verification, navigation support, job tracking, route support, service verification, fraud prevention, and cleaner coordination.
Camera Permission
Used where the app allows users to capture job-related photos, service evidence, issue reports, before-and-after photos, or claim-related evidence.
Photos or Media Permission
Used where the app allows users to upload images or files related to cleaning jobs, service evidence, claims, complaints, or support requests.
Notification Permission
Used to send app notifications about assigned jobs, booking updates, job reminders, operational alerts, customer support messages, and service updates.
Internet and Network Permission
Used to connect the app with Oven Support systems, CRM, backend services, authentication systems, and operational tools.
Users can manage app permissions from their device settings.
8. Payment Data
We may collect and process payment-related information when you place an order, pay a deposit, pay a balance, subscribe to a plan, or purchase a product or service.
Payments may be processed by third-party payment providers such as Stripe or other payment processors.
We may receive and store:
- payment status
- payment amount
- transaction reference
- invoice or receipt information
- billing details
- payment method type, such as card or digital payment method
- partial card details, such as last four digits, where provided by the payment processor
- refund status
- subscription payment status
We do not normally store full card numbers or full payment credentials on our own systems. Payment information is handled by secure third-party payment processors.
9. Subscription Services
If you subscribe to an Oven Support subscription plan, we may collect and process:
- subscription plan details
- monthly or recurring payment status
- subscription start date
- renewal date
- service claim history
- subscription order history
- customer contact details
- service address
- cancellation or refund details
- communications relating to your subscription
We use this information to manage your subscription, collect payments, provide services, process claims, manage renewals, and handle support queries.
10. Contact Forms, Calls, Emails, Chat, and Messages
When you contact us by website form, phone, email, SMS, WhatsApp, live chat, social media, or other communication channels, we may collect:
- your name
- email address
- phone number
- message content
- booking details
- service details
- customer support history
- complaint details
- call recordings, where applicable
- communication timestamps
- internal notes added by our staff
We use this information to respond to your enquiry, manage bookings, provide support, resolve issues, improve our service, train staff, and maintain business records.
11. Call Recording
We may monitor or record telephone calls for:
- confirming customer instructions
- resolving queries
- handling complaints
- quality assurance
- staff training
- fraud prevention
- legal, regulatory, or business record purposes
Where required, we will inform callers that calls may be recorded.
12. Marketing Data
We may collect and use your contact details and interaction history for marketing purposes where permitted by law.
This may include:
- sending service reminders
- sending promotional offers
- sending seasonal offers
- sending customer newsletters
- sending abandoned booking reminders
- sending review requests
- showing relevant adverts
- measuring advertising performance
We may use platforms such as Google Ads, Google Analytics, Google Tag Manager, Meta/Facebook Pixel, email marketing tools, CRM tools, and similar services to manage and measure marketing activity.
You can unsubscribe from marketing emails at any time by using the unsubscribe link in the email or by contacting us.
You can also manage cookie and tracking preferences through our cookie banner or browser settings.
13. Cookies and Similar Technologies
Our website uses cookies and similar technologies.
Cookies are small files placed on your device when you visit a website. They help websites function properly, remember preferences, improve user experience, measure performance, and support advertising.
We may use the following types of cookies:
Strictly Necessary Cookies
These cookies are required for the website to work properly.
They may be used for:
- website security
- booking forms
- shopping basket or checkout functionality
- payment processing
- fraud prevention
- cookie consent management
- login or session management
These cookies cannot usually be switched off because the website may not work properly without them.
Functional Cookies
These cookies help remember user preferences and improve website functionality.
They may be used for:
- remembering form details
- remembering cookie preferences
- improving user experience
- providing enhanced website features
Analytics Cookies
These cookies help us understand how visitors use our website.
They may be used for:
- measuring website traffic
- understanding popular pages
- identifying technical issues
- improving website design and performance
- analysing booking funnel performance
Analytics tools may include Google Analytics or similar services.
Advertising and Marketing Cookies
These cookies help us measure and improve our advertising campaigns.
They may be used for:
- tracking advert performance
- measuring conversions
- showing relevant adverts
- retargeting website visitors
- understanding customer journeys
- preventing repeated irrelevant adverts
Advertising tools may include Google Ads, Meta/Facebook Pixel, Google Tag Manager, and similar advertising technologies.
Third-Party Cookies
Some cookies may be set by third-party services used on our website, such as analytics providers, advertising platforms, payment providers, embedded content providers, or security tools.
These third parties may process data according to their own privacy policies.
14. Cookie Consent
When you visit our website, you may see a cookie banner or cookie consent tool.
You can accept, reject, or manage non-essential cookies where available.
Strictly necessary cookies may still be used because they are required for the website and services to function.
You can also block or delete cookies through your browser settings. However, blocking some cookies may affect website functionality, booking forms, payments, or user experience.
15. Website Analytics and Advertising Tracking
We may use analytics and advertising tools to understand how users interact with our website and adverts.
These tools may collect:
- pages visited
- buttons clicked
- booking funnel activity
- quote form activity
- order confirmation activity
- device type
- browser type
- approximate location
- IP address
- referral source
- advert interaction
- conversion events
- purchase or booking value
- transaction references
We use this data to improve our website, measure advertising performance, understand customer behaviour, reduce wasted advertising spend, and improve our services.
Where required, non-essential analytics and advertising cookies are used only with consent.
16. CRM and Business Systems
We use internal and third-party systems to manage our business operations.
These may include:
- customer relationship management systems
- booking systems
- cleaner management systems
- order management systems
- payment systems
- email systems
- SMS or communication platforms
- analytics platforms
- advertising platforms
- support tools
- cloud hosting and database systems
Personal data may be stored and processed in these systems where necessary to deliver our services and manage our business.
17. Legal Bases for Processing Personal Data
We process personal data under one or more lawful bases, depending on the situation.
These may include:
Contract
We process personal data where it is necessary to provide a quote, process a booking, deliver a cleaning service, manage a subscription, take payment, or provide customer support.
Legitimate Interests
We process personal data where we have a legitimate business reason, provided your rights and freedoms do not override those interests.
This may include:
- managing business operations
- improving services
- preventing fraud
- handling complaints
- managing cleaners and contractors
- maintaining security
- measuring service performance
- sending certain customer communications
- protecting our legal and commercial interests
Consent
We rely on consent for certain activities, such as non-essential cookies, some marketing communications, and certain app permissions where required.
You may withdraw consent where processing is based on consent.
Legal Obligation
We process personal data where required by law, tax rules, accounting obligations, regulatory requirements, court orders, law enforcement requests, or other legal duties.
Vital Interests
In rare cases, we may process data where necessary to protect someone’s life or safety.
18. How We Use Personal Data
We may use personal data to:
- provide quotes
- process bookings
- deliver oven cleaning and related services
- manage customer orders
- assign cleaners
- verify cleaner arrival and job completion
- process payments and refunds
- manage subscriptions
- provide customer support
- respond to enquiries
- send booking confirmations and reminders
- send service updates
- manage complaints and disputes
- improve service quality
- improve our website and mobile apps
- prevent fraud and misuse
- maintain security
- comply with legal and accounting obligations
- train staff and improve customer service
- send marketing communications where permitted
- measure advertising performance
- manage business records
- protect our legal rights
19. Sharing Personal Data
We may share personal data where necessary with:
- Oven Support staff and authorised administrators
- cleaners, contractors, or service providers assigned to deliver services
- customer support teams
- payment processors
- CRM and booking system providers
- website hosting providers
- cloud storage and database providers
- email, SMS, phone, and communication providers
- analytics and advertising platforms
- cookie consent and website security providers
- IT support providers
- accountants, auditors, lawyers, insurers, and professional advisers
- fraud prevention agencies
- law enforcement agencies
- courts, regulators, tax authorities, or government bodies where required
- potential buyers, investors, or business partners if we sell, transfer, restructure, or merge part or all of our business
We only share personal data where necessary and appropriate.
We do not sell personal data.
We do not sell location data.
20. Cleaners, Contractors, and Service Providers
Where we assign a cleaner, contractor, or service provider to deliver a service, we may share relevant customer information with them, such as:
- customer name
- phone number
- service address
- booking date and time
- service type
- appliance details
- customer notes or access instructions
- job status
- service history where relevant
This information is shared so that the cleaner or service provider can complete the job and provide customer support.
Cleaners, contractors, and service providers must only use customer data for authorised Oven Support service purposes.
21. Fraud Prevention and Security
We may use personal data to detect, prevent, and investigate fraud, misuse, false bookings, payment issues, account misuse, unauthorised access, security incidents, or suspicious activity.
We may share data with fraud prevention agencies, law enforcement, payment processors, banks, insurers, or legal advisers where necessary.
22. Data Security
We take reasonable technical and organisational measures to protect personal data.
These may include:
- access controls
- password protection
- role-based access
- secure hosting
- encryption where appropriate
- secure payment processing
- staff access restrictions
- system monitoring
- backups
- security reviews
- fraud prevention measures
- limiting access to authorised users
No website, app, database, or online system can be guaranteed to be completely secure. However, we work to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure.
23. International Data Transfers
Some of our service providers may process personal data outside the United Kingdom.
Where personal data is transferred internationally, we will take appropriate steps to protect it in line with applicable data protection laws.
This may include using providers based in countries with adequacy regulations, standard contractual clauses, data processing agreements, or other lawful transfer mechanisms.
24. How Long We Keep Personal Data
We keep personal data only for as long as necessary for the purposes described in this Privacy Policy.
Retention periods depend on the type of data and the reason it is used.
We may keep data for:
- the period needed to provide services
- the period needed to manage bookings and subscriptions
- the period needed for customer support
- the period needed to handle complaints or disputes
- legal, accounting, and tax retention periods
- fraud prevention and security purposes
- business reporting and record-keeping purposes
Some records may be retained for up to 6 years or longer where required for legal, tax, accounting, contractual, insurance, fraud prevention, or dispute resolution purposes.
Where data is no longer required, we will delete it, anonymise it, or securely archive it.
25. Your Data Protection Rights
Subject to legal conditions and exemptions, you may have the following rights:
- the right to be informed about how your data is used
- the right to access your personal data
- the right to correct inaccurate data
- the right to request deletion of your data
- the right to restrict processing
- the right to object to processing
- the right to data portability
- the right to withdraw consent where processing is based on consent
- the right to complain to the Information Commissioner’s Office
To exercise your rights, contact us at:
Email: [email protected]
Phone: 01603 555 485
Website: https://ovensupport.co.uk
We may need to verify your identity before responding to a data request.
We may not always be able to delete data immediately if we need to retain it for legal, accounting, contractual, security, fraud prevention, or dispute resolution purposes.
26. Deleting App Data or Account Data
Mobile app users, including cleaners, staff, contractors, or authorised service providers, may request access to, correction of, or deletion of their personal data by contacting us.
To request deletion, contact:
Email: [email protected]
Please include:
- your full name
- registered email address or phone number
- cleaner ID or user ID, if applicable
- details of the data request
Some app data may be retained where required for job records, payroll, payment, accounting, legal compliance, fraud prevention, dispute resolution, customer service, or business record purposes.
27. Children’s Privacy
Our services are not intended for children under 18.
We do not knowingly collect personal data from children for booking or app usage purposes.
If we become aware that a child has provided personal data to us without appropriate consent, we will take reasonable steps to delete it.
28. Links to Other Websites
Our website or apps may contain links to third-party websites, payment pages, map services, app stores, social media platforms, or other external services.
We are not responsible for the privacy practices, security, or content of third-party websites or services.
You should read the privacy policies of those third parties before providing personal data to them.
29. Changes to This Privacy Policy
We may update this Privacy Policy from time to time.
When we update it, we will change the “Last updated” date at the top of this page.
Significant changes may also be communicated through our website, app, email, or other appropriate methods.
You should review this Privacy Policy regularly to stay informed about how we use your personal data.
30. Contact Us
If you have any questions about this Privacy Policy, your personal data, cookies, mobile app permissions, or your privacy rights, please contact us:
Oven Support LTD
Company number: 10928925
Registered office: [Insert registered office address]
Email: [email protected]
Phone: 01603 555 485
Website: https://ovensupport.co.uk
You also have the right to complain to the UK Information Commissioner’s Office if you are unhappy with how we handle your personal data.
ICO website: https://ico.org.uk