Last updated: 22 April 2026

This Privacy Policy explains how Clutr Ltd collects, uses, and shares personal data when you use the Clutr app or visit clutr.uk. It is written in plain English. Where UK law uses a specific term, we put the term in brackets on first use.

1. Who we are

Clutr Ltd is a company registered in England and Wales (company number 16685415), with its registered office at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ. We run the Clutr marketplace, which connects people who want their home cleaned ("clients") with independent cleaners ("cleaners").

For UK data protection law we are the "data controller" for the personal data described in this policy.

If you want to contact us about privacy or your data, email us at compliance@clutr.uk.

2. The data we collect

When you create an account

• Name, email address, mobile number, profile photo (optional), and a password (stored in hashed form).
• If you sign in with Google, Apple or Facebook: the basic profile information your provider shares (typically name, email and profile picture).

When you are a cleaner using the platform

• Your short bio, hourly rate, service coverage area (centre point and radius), weekly availability, and the services you offer.
• Identity and verification information we collect during onboarding (see section 9).
• Payout and tax information you provide to Stripe for their identity checks. We do not store your bank account, sort code or card details — Stripe handles those directly.

When you book or receive a booking

• The service address, location pin coordinates, any notes you add, the tasks you select, your mobile number (so the other party can contact you), and the price and duration agreed.

When you use in-app chat, calls or media

• Chat messages between you and the other party, and any photos or videos you share.
• Call metadata (who called whom, for how long). If the call uses our masked-number provider, we do not record audio and the other party does not see your real phone number.

When you use our Camera Quote feature

• Photos and short video clips you capture in-app, which we send to our AI provider to generate a suggested service and duration.

When you use the app or website

• Device and usage information (IP address, device type, app version, approximate time of access, error logs) — this helps us run the service and diagnose problems.

When you contact us or dispute a booking

• The correspondence and any proof you upload (photos, screenshots, chat transcripts).

We do not knowingly collect special-category personal data (for example health or biometric data). If you choose to share something like that in a message or photo, you do so on your own initiative.

3. How and why we use your data

We use your personal data for the following purposes. For each purpose we rely on the UK GDPR lawful basis shown in brackets.

• To run the Clutr marketplace — creating accounts, matching clients to cleaners, showing you cleaners who cover your address, taking your bookings, handling payments, processing cancellations and refunds, sending booking-related emails and notifications, and running in-app chat and calls. (Performance of a contract — UK GDPR Art. 6(1)(b).)
• To verify cleaners and keep the platform safe — identity checks, review moderation, detecting fraud or misuse. (Legitimate interests — UK GDPR Art. 6(1)(f) — specifically our interest in running a trustworthy marketplace and protecting clients and cleaners.)
• To comply with legal duties — keeping payment and accounting records, responding to lawful requests from authorities, meeting obligations under tax, consumer and data-protection law. (Legal obligation — UK GDPR Art. 6(1)(c).)
• To improve the Clutr app and our AI features — analysing how people use the app, improving matching and suggestions, evaluating how well our Camera Quote feature works. Where possible we work from anonymised or aggregated data. (Legitimate interests.)
• To send marketing about Clutr's own services — only to existing customers, only for similar services, and with an easy opt-out in every message. (Legitimate interests, under the soft opt-in rules in PECR regulation 22(3).) If we ever want to send marketing outside that narrow case, we will ask for your consent first. (Consent — UK GDPR Art. 6(1)(a).)
• For optional integrations you turn on — for example syncing bookings to your Google Calendar. We only process the data needed for that integration, and only while you have it switched on. (Consent.)

If we ever want to use your data for a new purpose that isn't compatible with the above, we will tell you first.

4. Who we share your data with

The other party to your booking. When you book a clean, the cleaner sees your name, service address, contact number and the tasks/notes you've added. When you accept a booking as a cleaner, the client sees your name, photo and contact number. This is how the service works.

Our service providers. We use trusted third parties to run parts of the service. They only process your data on our instructions and under a written data-processing agreement:

We may change providers from time to time, and we may add new ones — including alternative AI providers — if we need to. If we make a material change to who we share data with or how we use AI, we will update this policy.

Professional advisers, authorities and acquirers. We may share data with our lawyers, accountants or insurers where they need it to advise us; with HMRC, police or other authorities where we are legally required to; and with a buyer or successor if we ever sell or restructure the business.

We do not sell your personal data. We do not share it for third-party advertising.

5. International transfers

Some of our providers (including Stripe, OpenAI, Cloudinary and Google) process data outside the UK, typically in the United States. Where this happens, we rely on the UK International Data Transfer Agreement, the UK Addendum to the EU Standard Contractual Clauses, or another lawful transfer safeguard under the UK GDPR. If you want a copy of the safeguards that apply to a specific transfer, email compliance@clutr.uk.

6. How long we keep your data

We keep personal data only as long as we need it for the purposes above.

• Account data — for as long as your account is open. If you delete your account, we anonymise or delete it, keeping a short grace period (30 days) in case you ask us to restore it.
• Booking and payment records — we keep these for at least seven years after the booking, because HMRC and UK company law require us to keep accounting records.
• Chat messages, booking photos and videos, and Camera Quote photos — we retain this content while your account is active so we can operate and improve the service. You can ask us to delete specific content, or all of your content, by emailing compliance@clutr.uk. We will action the request unless we are legally required to keep it (for example as evidence in a live dispute or to meet a legal duty).
• Payment-webhook records — we keep these for as long as needed to reconcile payments and to prevent duplicate processing.
• Server logs and diagnostic data — up to 13 months.
• Stripe-held data (identity, banking) — retained by Stripe under their own policy.

7. Your rights

Under UK data protection law you have the right to:

• access the personal data we hold about you,
• correct it if it's wrong,
• delete it ("right to erasure"), subject to our legal duty to keep some records,
• object to certain uses, including direct marketing (which you can always stop),
• restrict our use of it while we look into a concern,
• take it with you in a common format ("data portability"),
• withdraw consent at any time where we rely on your consent, and
• not be subject to a decision made by a purely automated process that significantly affects you (see section 8 for how our AI features work — a human, you, is always in the loop).

To exercise any of these, email compliance@clutr.uk. We'll respond within one month (or tell you if we need an extension because the request is complex).

If you're not happy with how we've handled your data, you can complain to the Information Commissioner's Office (ICO) at https://ico.org.uk/make-a-complaint/ — but we'd appreciate the chance to put it right first.

8. Our Camera Quote feature and AI

When you use our Camera Quote feature, we send the photos or short video clips you capture to our AI provider (currently OpenAI) to generate a suggested service type, duration and task list. The AI returns suggestions. You confirm or change the suggestion before any booking is made — the AI does not automatically book anything, and you are always in control.

We may change AI providers over time. When we do, we update our safeguards (including international-transfer protections) and reflect the change in this policy at the next revision. Our standard API usage does not allow providers to train their general-purpose models on the content we send them.

9. How we verify cleaners

Our current verification approach for the early cohort of cleaners includes: a founder-led interview (video or in person), checks of government-issued identification, and references. We intend to extend this over time (for example, DBS checks and proof of public liability insurance) and will update our public Trust & Safety information when we do.

We do not guarantee that a cleaner carries insurance unless their profile specifically says so with a date.

10. Cookies and similar technologies

Clutr sets only strictly-necessary cookies — things like your login session, security tokens, and your current app preferences. We do not set third-party advertising cookies. If we introduce analytics cookies or similar in the future, we will update this policy and, where the law requires, ask for your consent first.

Our own website (clutr.uk) is served through Cloudflare, which uses minimal network-layer data to protect the site from abuse.

11. Security

We use reasonable technical and organisational measures to protect your data: encryption of data in transit, access controls, hashed passwords, audit logs on booking changes, and principle-of-least-privilege access for our team. No service can guarantee perfect security, but we take it seriously. If we suffer a personal-data breach that meets the legal threshold, we will notify the ICO, and you where required, under UK GDPR Art. 33-34.

12. Children

Clutr is not for under-18s. You must be 18 or over to create an account. If you think a child has created an account, email compliance@clutr.uk and we'll remove it.

13. Changes

We may update this policy as the service evolves. When we do, we'll update the "Last updated" date at the top. Material changes will be notified in-app or by email.

14. Contact

• Privacy and data questions: compliance@clutr.uk
• General support: support@clutr.uk
• Postal: Clutr Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ.

This policy refers to the Data Protection Act 2018, the UK General Data Protection Regulation, and the Privacy and Electronic Communications Regulations 2003 (PECR). Primary sources: https://www.legislation.gov.uk/ukpga/2018/12/contents, https://ico.org.uk/for-organisations/uk-gdpr-guidance-and-resources/, https://ico.org.uk/for-organisations/direct-marketing-and-privacy-and-electronic-communications/.