Privacy Notice
This Privacy Notice explains how Natash Marezana trading as Amara’s Angels collects, uses, stores and shares personal information.
Data controller
Natash Marezana trading as Amara’s Angels
Email: enquiries@amarasangels.com
Telephone: +44 7984 891582
Website: amarasangels.com
Amara’s Angels is the controller responsible for deciding how and why personal information is used.
This notice applies to prospective clients, current and former clients, household contacts, website visitors and other people who communicate with Amara’s Angels.
1. Personal information we collect
Depending on the nature of the enquiry or service relationship, Amara’s Angels may collect:
Identity and contact information
- name;
- service address;
- correspondence address;
- email address;
- telephone number;
- names and contact details of authorised household contacts;
- electronic-signature records; and
- communication preferences.
Enquiry and service information
- information submitted through the website or enquiry form;
- details about the property;
- number and type of rooms;
- service priorities;
- requested frequency;
- preferred appointment days or times;
- introductory-call notes;
- suitability and qualification decisions;
- service allocation and pricing;
- appointment history;
- cancellation, rescheduling and pause requests;
- complaints, feedback and service correspondence; and
- internal visit and quality-assurance records.
Property and access information
- access arrangements;
- lockbox or smart-lock instructions;
- alarm information;
- parking arrangements;
- building-access information;
- restricted or inaccessible areas;
- details of occupants who may affect access;
- pets;
- delicate or specialist surfaces;
- known hazards; and
- relevant property-condition information.
Amara’s Angels does not hold physical client keys.
Payment and transaction information
invoices;
payment status;
Direct Debit mandate status;
- transaction references;
- refunds;
- failed-payment information;
- billing correspondence; and
- accounting records.
Payment-card and bank-account information is generally processed directly by Stripe, GoCardless or the relevant banking provider. Amara’s Angels does not ordinarily receive or store complete payment-card details.
Health, allergy and sensitivity information
Where relevant to safe service delivery, a Client may choose to provide limited information about:
- allergies;
- respiratory sensitivities;
- fragrance sensitivities;
- accessibility requirements;
- relevant medical vulnerabilities; or
- another condition affecting products, access or safe service delivery.
This may constitute special-category personal data and receives additional protection.
Photographs and video
Amara’s Angels may process photographs or videos where:
- separate optional photography consent has been given;
- they are required for internal quality assurance within the consent provided;
- pre-existing damage needs to be recorded;
- a safety or access issue needs to be documented;
- a complaint or insurance matter needs to be investigated; or
- another authorised operational purpose applies.
Marketing photography will not be taken or published without the required consent.
Website and technical information
Depending on the website configuration, Amara’s Angels may collect:
IP address;
- browser and device information;
- website activity;
- form-submission data;
- cookie information;
- approximate location information; and
- security and diagnostic logs.
At launch, the website does not use analytics cookies, advertising cookies or behavioural-tracking cookies. Google Analytics is not active. The website may use strictly necessary technical functions for hosting, form submission and normal operation. Further details are provided in the Cookie Policy.
2. How we collect personal information
Amara’s Angels may collect information:
- directly from the person concerned;
- through the website and enquiry forms;
- during an introductory call;
- through email, telephone, WhatsApp Business or another approved communication channel;
- through the booking system;
- through signed agreements and consent forms;
- during service visits;
- from an authorised household member or representative;
- from payment and accounting providers;
- from website hosting, form and security systems; and
- from professional advisers, insurers or authorities where appropriate.
Where another person provides information about a household member, the Client should ensure that they are authorised to provide it and, where appropriate, that the individual has been made aware of this notice.
3. How and why we use personal information
Manage enquiries and introductory calls
- acknowledge an enquiry;
- request missing information;
- assess whether the property and requested service fit The Amara Approach;
- arrange and conduct introductory calls;
- communicate suitability or waitlist decisions;
- prepare a proposed service arrangement; and
- maintain the lead tracker.
Enter into and manage contracts
- prepare the Client Service Agreement;
- issue Service Terms;
- obtain electronic signatures;
- record the agreed Reset and Ongoing Upkeep arrangement;
- confirm appointments;
- manage changes, pauses and termination;
- deliver the service; and
- communicate about contractual obligations.
Deliver services safely and consistently
- provide relevant property information to the assigned team;
- plan access, parking and visit logistics;
- identify sensitivities or product restrictions;
- record agreed priorities;
- manage pets and safety concerns;
- record visit outcomes;
- carry out quality assurance;
- investigate issues; and
- maintain service standards.
Manage payments and accounting
- issue invoices;
- collect Reset payments;
- establish and administer Direct Debit mandates;
- monitor payment status;
- process refunds;
- reconcile transactions;
- maintain accounting and tax records; and
- prevent or investigate payment misuse.
Communicate with Clients
- send appointment and payment communications;
- respond to questions;
- handle cancellations and rescheduling;
- acknowledge and investigate complaints;
- provide service updates;
- request feedback or reviews; and
- communicate material changes to the service or contractual terms.
Protect people, property and the business
- document damage, hazards or incidents;
- manage insurance matters;
- establish, exercise or defend legal rights;
- prevent fraud or crime;
- protect staff and clients;
- maintain system and information security; and
- comply with legal and regulatory duties.
Marketing
Where permitted, Amara’s Angels may:
- send marketing communications;
- use approved photography;
- request reviews;
- communicate relevant service developments; and
- measure marketing effectiveness.
Marketing consent and photography consent are managed separately where required. Consent is not inferred merely because a person has read the Privacy Notice.
4. Lawful bases for using personal information
Amara’s Angels will identify and document the lawful basis relevant to each purpose before processing personal information.
Contract
Amara’s Angels relies on contract where processing is necessary to:
- take steps at a prospective Client’s request before entering into a contract;
- assess and prepare a proposed service;
- enter into the Client Service Agreement;
- schedule and provide services;
- manage payments;
- communicate about the service; and
- administer the contractual relationship.
Legal obligation
Amara’s Angels relies on legal obligation where information must be processed to comply with applicable law, including:
- accounting and tax requirements;
- consumer-protection obligations;
- legal claims and court orders;
- data-protection duties; and
- other statutory or common-law responsibilities.
Legitimate interests
Amara’s Angels may rely on legitimate interests where the processing is necessary for a genuine business purpose and the interests, rights and freedoms of the individual do not override that purpose.
This may include:
- managing and improving the service;
- maintaining internal records;
- protecting staff and clients;
- documenting property condition;
- investigating complaints or incidents;
- preventing fraud;
- maintaining IT and information security;
- managing insurance matters;
- defending legal claims;
- understanding demand and capacity; and
- communicating with existing Clients about closely related services where lawful.
Where legitimate interests are relied on, Amara’s Angels will consider necessity, proportionality, reasonable expectations and the potential effect on the individual.
Consent
Amara’s Angels may rely on consent for:
- optional photography and promotional use;
- marketing where consent is required;
- optional fragrance or preference records where appropriate; and
- other genuinely optional processing.
Consent may be withdrawn at any time. Withdrawal does not affect processing that was lawful before withdrawal.
Special-category information
Where a Client voluntarily provides health, allergy, respiratory, fragrance, accessibility or sensitivity information, Amara’s Angels will ordinarily rely on:
an appropriate Article 6 lawful basis, such as contract or legitimate interests; and
explicit consent under Article 9 where required.
In a genuine emergency, Amara’s Angels may process limited information where necessary to protect a person’s vital interests and the relevant legal conditions apply.
The Client may withdraw consent for special-category processing, although Amara’s Angels may then be unable to provide the service safely or may need to alter or discontinue the arrangement.
Where this information is collected, Amara’s Angels will use a separate unticked explicit-consent statement. It will explain that the information is used only where necessary to assess and deliver the service safely, that consent may be withdrawn, and that withdrawal may mean some or all of the service cannot safely be provided. The business will record the date, method and version of the consent. Assigned team members will receive only the practical instruction needed for safe delivery, not unnecessary medical detail.
5. When information must be provided
Some personal information is necessary to:
- assess the enquiry;
- prepare the service arrangement;
- enter into the contract;
- provide safe access;
- deliver the service;
- collect payment; or
- comply with law.
Where required information is not provided, Amara’s Angels may be unable to:
- assess suitability;
- offer or confirm a service;
- access the property;
- use appropriate products;
- provide the service safely;
- collect payment; or
- continue the Client relationship.
Optional information, including photography consent and most marketing preferences, is not required as a condition of receiving the service.
6. Who we share personal information with
Employees and authorised workers
Information may be shared with assigned Home Service Specialists where necessary to:
- identify the correct property;
- access the property;
- understand agreed priorities;
- recognise hazards and sensitivities;
- provide the service;
- complete visit reporting; and
- respond to incidents.
Employees will only receive information reasonably necessary for their role and are subject to confidentiality and data-protection requirements.
Payment, banking and accounting providers
This may include:
Stripe;
GoCardless;
Starling Bank;
Xero; and
other payment or bookkeeping providers used by the business.
Technology and communication providers
This includes Netlify for website hosting and form processing; Google Workspace and Google Calendar for email and appointment booking; Google Fonts for website font delivery; WhatsApp Business where a person chooses that channel; and any approved cloud storage, backup, document-management or electronic-signature provider used by the business. It may also include providers of:
- email;
- cloud storage;
- website hosting;
- online forms;
- calendar and appointment booking;
- electronic signatures;
- document management;
- customer or lead administration;
- telephone or messaging services;
- data backup; and
- security systems.
Professional and operational providers
Information may be shared where necessary with:
- accountants or bookkeepers;
- solicitors or legal advisers;
- insurers and insurance advisers;
IT support providers;
- marketing or website providers;
- debt-recovery providers;
- auditors; and
- other professional advisers.
Authorities and other third parties
Information may be disclosed where lawful and necessary to:
HM Revenue & Customs;
- courts or tribunals;
- law-enforcement bodies;
- regulators;
- emergency services;
- fraud-prevention bodies;
- a party involved in a legal claim; or
- a purchaser or adviser involved in a genuine business sale, restructuring or succession.
Amara’s Angels does not sell personal information.
Service providers acting on behalf of Amara’s Angels are expected to process information only for authorised purposes and apply appropriate safeguards.
7. International transfers
Some technology, payment or cloud-service providers may store or access personal information outside the United Kingdom.
Where personal information is transferred internationally, Amara’s Angels will seek to ensure that an appropriate lawful transfer mechanism and safeguards apply, such as:
UK adequacy regulations;
- the UK International Data Transfer Agreement;
- the UK Addendum to approved contractual clauses; or
- another lawful safeguard.
The exact arrangements may depend on the relevant provider and service configuration. Further information about a relevant transfer may be requested using the contact details in this notice.
8. How long we retain personal information
Amara’s Angels will retain personal information only for as long as reasonably necessary for the purpose for which it was collected, including legal, accounting, insurance and dispute-resolution requirements.
The normal retention schedule is:
Information may be retained for longer where:
- there is an active complaint, dispute or legal claim;
- an insurer requires it;
- law requires continued retention;
- fraud or criminal activity is suspected; or
- deletion would compromise the defence or establishment of legal rights.
When information is no longer required, it will be securely deleted, anonymised or otherwise removed from active use.
9. Security
Amara’s Angels will use reasonable technical and organisational measures appropriate to the nature of the information and the risks involved.
These may include:
- access controls;
- secure passwords and multi-factor authentication;
- restricted employee access;
- approved business systems;
- encryption where available;
- secure document sharing;
- confidentiality obligations;
- data-protection training;
- secure disposal;
- backup and recovery controls; and
- incident-response procedures.
Information about client properties, access arrangements and household circumstances will be limited to those who reasonably need it. Access instructions will not be requested through the public enquiry form. They will be collected only after onboarding where necessary, stored separately from general client records where practical, excluded from ordinary calendar descriptions and routine communications, shared only with the assigned people who need them, reviewed when changed and deleted when no longer required. Amara’s Angels does not hold physical client keys.
No system is completely secure. Where Amara’s Angels becomes aware of a personal-data breach, it will investigate and take the action required by applicable law.
10. Your information rights
Depending on the circumstances and lawful basis, an individual may have the right to:
- be informed about the use of their information;
- request access to their personal information;
- request correction of inaccurate or incomplete information;
- request deletion in certain circumstances;
- request restriction of processing;
- object to processing based on legitimate interests;
- object to direct marketing;
- request transfer of information in certain circumstances;
- withdraw consent at any time where consent is relied upon; and
- raise concerns about automated decision-making, where applicable.
These rights are not absolute and may depend on the lawful basis and circumstances.
Amara’s Angels does not currently intend to make decisions about Clients solely through automated processing that produces legal or similarly significant effects.
To exercise a right, contact:
enquiries@amarasangels.com
Amara’s Angels may need to verify identity before acting on a request.
A response will ordinarily be provided without undue delay and within one month, subject to any lawful extension or exemption.
There is normally no charge, although a reasonable fee may apply or a request may be refused where the law permits, including where it is manifestly unfounded or excessive.
11. Questions, complaints and changes to this notice
Contacting Amara’s Angels
Questions, rights requests or concerns about personal information should be sent to:
Amara’s Angels
Email: enquiries@amarasangels.com
Telephone: +44 7984 891582
Data-protection complaints
A data-protection complaint may be submitted by emailing enquiries@amarasangels.com with the subject “Data Protection Complaint”. Amara’s Angels will record the complaint in a restricted register and limit access to those responsible for handling it.
The complaint process will include:
- an operational aim to acknowledge the complaint within five working days, and in any event within the period required by applicable law;
- identity verification only where reasonably necessary; preservation and review of relevant records; investigation without undue delay;
- appropriate updates where the matter remains open; and
- a substantive response normally within 30 days where possible, explaining the outcome, any remedy or action taken, and the right to complain to the Information Commissioner’s Office.
A person may also complain to the Information Commissioner’s Office if they remain concerned about how their information has been handled.
Changes to this notice
This Privacy Notice may be updated to reflect:
- legal or regulatory developments;
- changes in systems or service providers;
- new business activities;
- changes to information use; or
- improvements to data-protection practices.
The latest version will be published on the Amara’s Angels website.
Where a change materially affects existing Clients, Amara’s Angels may also notify them directly.
Retention schedule
| Information | Normal retention period |
|---|---|
| Enquiries that do not become clients | 12 months after the final meaningful contact |
| Waitlist records | While the person remains on the waitlist, plus 12 months after removal or final contact |
| Client agreements, Service Terms and confirmed arrangements | 6 years after the client relationship ends |
| Invoices, payments and accounting records | At least 5 years after the relevant Self Assessment filing deadline, or longer where legally required |
| Routine visit and service records | 3 years after the client relationship ends |
| Complaints, incidents, damage and claim records | 6 years after closure, or longer while a claim, complaint or dispute remains active |
| Access codes and active entry instructions | Deleted immediately when replaced or when the relationship ends, unless limited information is required for an active incident or claim |
| Property-surface, pet and safety information | For the active relationship and normally up to 12 months afterwards, unless required for a dispute or claim |
| Optional health, allergy and sensitivity information | For the active relationship and deleted within 30 days after it ends, unless required for an unresolved issue or legal claim |
| Photography-consent records | While the content is used, plus 6 years after withdrawal or final use |
| Unpublished consent-based images | Deleted when no longer required for the selected purpose or when consent is withdrawn |
| Marketing preferences and suppression records | For as long as necessary to respect the person’s choice |
| Website consent records | For as long as required by the consent system and subject to periodic review |
| Website and security logs | Normally no longer than 12 months unless required for an incident, security investigation or legal obligation |