Privacy Policy

1. Who we are

Hampstead On Demand is a trading name of Hampstead Renovations Ltd(company no. 16838595), the controller of the personal data described in this policy. Hampstead Maintenance is the in-house maintenance delivery route, not a separate legal entity or third-party marketplace. We provide property maintenance, renovation, and household services to customers across premium North, Central and South West London. One-time requests can be submitted without installing the app; accounts are used for tracking, repeat requests, and messages. Our registered office is Unit 3, Palace Court, 250 Finchley Road, London NW3 6DN.

2. Data we collect

We collect the following personal data when you use our service:

• Contact and account information: name, email address, phone number and, if you create an account, account identifiers
• Property details: address, property type, number of bedrooms
• Service requests: descriptions, photos, and videos you upload
• Messages: communications between you and our team
• Private request access: a security-protected tracking link or token used to open a guest request
• Payment information: bank transfer references, invoice details, and payment status notes. We do not store card details.
• Usage data: pages visited, device information, IP address

3. How we use your data

• To provide and manage property services you request
• To assess the brief and confirm service availability for the postcode
• To communicate with you about your requests and account
• To reconcile manual payments and send invoices
• To operate, secure and, where optional analytics are enabled with the required consent, improve the service
• To comply with legal obligations

4. Legal basis for processing

We process your data on the following grounds:

• Contract: to fulfil services you have requested
• Legitimate interests: to secure the service, prevent misuse, administer requests and understand service performance, where those interests are not overridden by your rights
• Consent: for optional analytics and marketing communications (you may withdraw at any time)
• Legal obligation: to comply with applicable laws

5. Data sharing

We do not sell your personal data. We may share data with:

• Our internal teams (Hampstead Renovations and Hampstead Maintenance) to deliver services
• Service providers: Cloudflare Workers (hosting), Cloudflare R2 (private storage for new media), Neon (database), Vercel Blob (legacy media while migration and deletion are completed), and email delivery services. Where enabled, error monitoring and consented analytics providers process only the data needed for those functions under our instructions.
• Legal authorities when required by law or to protect our rights

6. Data retention

We keep request records while work is active and for as long as reasonably needed for follow-up, disputes and legal obligations. Financial and contractual records may need to be retained for up to six years. Media and other personal data that is no longer needed is deleted or anonymised in line with our retention process. You may request deletion; some records may still need to be kept where a legal obligation or legal claim applies. Security and operational audit entries may be retained without your login identity where they are needed to demonstrate how a request or account action was handled.

7. Your rights

Under UK GDPR, you have the right to:

• Access your personal data
• Rectify inaccurate data
• Erase your data (“right to be forgotten”)
• Restrict processing
• Data portability
• Object to processing
• Withdraw consent at any time

You also have the right to object to processing based on our legitimate interests. These rights can depend on the circumstances and lawful basis involved; we may need to verify your identity before acting on a request.

To exercise these rights, email us at contact@hampsteadrenovations.co.uk.

If you are unhappy with how we handle your information, please contact us first. You may also complain to the Information Commissioner's Office through ico.org.uk.

8. International processing and required information

Some technology providers may process information outside the UK. Where UK data-protection law requires a transfer safeguard, we use the provider's applicable UK adequacy route or contractual transfer mechanism. You may ask us for information about the safeguard used.

Fields marked as required in a project brief are needed to assess the request, contact you and confirm whether we can take it on. If those details are not supplied, we may be unable to triage or deliver the requested work. We do not use solely automated decision-making to accept or reject a project.

9. Cookies and analytics

We use essential cookies for authentication, security and session management. Optional Google Analytics 4 is loaded only after you choose to allow analytics, and it is never loaded on private request, account or administration routes. We send the page pathname and title without query strings; Google signals and ad personalisation are disabled. Google Analytics may use its own storage after you opt in. We do not use analytics for third-party advertising.

Your choice is stored in your browser under hod.analytics-consent.v1. Use the persistent “Analytics preferences” control on a public page to change or withdraw your choice at any time. Clearing this site's data or local storage also resets consent, and the prompt will be shown again on a later public visit.

10. Security

We take appropriate technical and organisational measures to protect your data, including encrypted connections (HTTPS), secure authentication, and access controls. All data is hosted within reputable cloud infrastructure providers.

11. Changes to this policy

We may update this privacy policy from time to time. We will notify customers of significant changes via email or in-app notification.

12. Contact us

If you have questions about this privacy policy or your personal data, please contact us at contact@hampsteadrenovations.co.uk.