1. Information We Collect
The information we collect depends on how you interact with us.
Contact and Booking Information
When you request pricing or book a cleaning, we collect:
- Your name, email address, and phone number
- Service address
- Requested service type and preferred schedule
- Information you provide about your home (bedrooms, bathrooms, approximate size)
Service Instructions
To carry out your booked service, you may provide:
- Cleaning preferences and special requests
- Access instructions (entry codes, lockbox locations, building access details)
- Information about pets
Communications
When you contact us by phone, email, or text message, we collect the content of those communications along with associated contact information.
Payment and Transaction Information
Our booking system (BookingKoala) collects payment information to process transactions. Stripe processes card payments. Card details visible to Long Island Maids are masked (such as last-four digits and transaction confirmations).
Website Information
When you visit our website, the following information may be collected automatically:
- Analytics data: We use Microsoft Clarity to understand how visitors interact with our website. Clarity collects information about pages visited, clicks, scrolls, and session recordings. Clarity may use cookies.
- Advertising data: We use the Facebook Pixel, which collects information about your visit and may link it to your Facebook account if you are logged in. The Pixel tracks page views and may track specific actions like clicking phone or email links.
- Server logs: Our hosting provider (A2 Hosting) may collect IP addresses, browser information, and access times in standard server logs.
Photos and Recordings
Property photos: We take before-and-after photos to document cleaning services and help resolve service or payment disputes. Photos are stored in BookingKoala and are accessible to our owner and office manager. If you do not want photos taken, please let us know before your service.
Phone recordings: We record phone calls for training purposes using OpenPhone/Quo. Only the business owner has access to call recordings. AI call summaries are enabled.
Information from Service Providers
We may receive information about bookings and transactions from BookingKoala, our booking platform.
2. How We Use Information
We use personal information to respond to enquiries, arrange and provide cleaning services, communicate about bookings, and manage our relationship with you.
Scheduling and Service Delivery
- Confirming and scheduling cleaning appointments
- Dispatching cleaning professionals to your home
- Coordinating property access
- Handling special requests and cleaning preferences
Payment Processing
- Processing payments for services
- Sending receipts and transaction records
- Managing billing enquiries
Communications
- Service communications: Booking confirmations, schedule changes, arrival notifications, and responses to your questions. You cannot opt out of communications necessary to manage your booking.
- Marketing communications: Promotional emails and text messages
Customer Support
- Responding to questions and service concerns
- Processing re-clean requests under our guarantee
Website Operation
- Understanding how visitors use our website (via Microsoft Clarity)
- Measuring advertising effectiveness (via Facebook Pixel)
Business Operations
- Maintaining booking and transaction records
- Complying with applicable legal and tax obligations
3. Booking and Payments
Our online booking process uses BookingKoala, a third-party booking platform.
Information Entered Through Booking
When you use our online booking form, you enter information directly into BookingKoala's system, including:
- Contact information (name, email, phone)
- Service address and property details
- Service selection and scheduling preferences
- Payment information
How We Receive Booking Information
Long Island Maids receives booking confirmations and customer details from BookingKoala to provide cleaning services. We use this information to schedule appointments, dispatch staff, and manage your account.
Payment Processing
Stripe processes card payments for bookings made through BookingKoala. Card details visible to Long Island Maids are masked. Stripe handles the full card information according to its own security standards and privacy practices.
Provider Privacy Policies
BookingKoala has its own privacy practices. You can review BookingKoala's privacy policy at bookingkoala.com/privacy.
Stripe has its own privacy practices. You can review Stripe's privacy policy at stripe.com/privacy.
Using external providers does not remove our responsibility for the personal information we receive and control.
6. Email, Text Messages & Phone Calls
Text Messages
We use OpenPhone/Quo to communicate with customers by text, including booking reminders, service updates, and promotional messages. Reply STOP to stop receiving text messages through this system. This also stops booking reminders and other service-related texts.
Booking confirmations, receipts, and service-related messages are sent through BookingKoala. We send marketing emails through BookingKoala. You can unsubscribe using the link included in those emails.
Phone Calls
We use OpenPhone/Quo for scheduling coordination, service questions, and customer support.
We record phone calls for training purposes. Only the business owner has access to call recordings. AI call summaries are enabled.
7. Information About Your Home
Service Address
We collect your service address to dispatch cleaning professionals to your home. This address is shared with the assigned cleaning team.
Access Instructions
Access codes and entry instructions are stored in your BookingKoala customer profile and are available to the owner, office manager, and assigned cleaners as needed to provide your service. We remove access codes when your account is deleted or when you request their removal.
Cleaning Notes and Preferences
Notes about your home (such as areas to focus on, items to avoid, or pet information) may be retained in your customer record to maintain service consistency.
Property Photos
We take before-and-after photos to document cleaning services and help resolve service or payment disputes. Photos are stored in BookingKoala and are accessible to our owner and office manager. If you do not want photos taken, please let us know before your service.
8. How Long We Keep Information
We retain personal information for as long as necessary to provide services, comply with legal obligations, and manage our business relationship with you.
Property Photos
Photos are kept indefinitely unless removed through account deletion. There is no scheduled deletion date.
Call Recordings
Call recordings are stored by OpenPhone/Quo.
Account Deletion and Deactivation
You can request to delete or deactivate your account by contacting us using the information in Section 13. You can also request removal of access codes at any time.
Account deactivation and account deletion are different. Deactivating an account may suspend service without removing all associated records.
According to the owner, deleting a BookingKoala account removes the customer profile, stored photos, booking history, and access codes from BookingKoala. However, deleting a BookingKoala account does not automatically remove records held by other providers, such as Stripe payment records, OpenPhone/Quo messages and recordings, or provider backups.
Some records may need to be retained for legal, tax, or business purposes.
9. How We Protect Information
We use safeguards designed to protect personal information. However, no method of transmitting or storing information is completely secure.
- Website encryption: Our website uses HTTPS (SSL/TLS encryption) for data transmitted between your browser and our servers.
- Payment security: Payment information is handled by Stripe, which maintains its own security standards. Card details visible to Long Island Maids are masked.
- Call recording access: Only the business owner has access to phone call recordings.
- Customer information access: The owner and office manager can access general customer information. Cleaners have limited access, including customer first names and entry codes for their assigned jobs.
If you believe your information has been compromised, please contact us immediately.
10. Your Choices and Privacy Requests
You can contact us to ask about the personal information we hold about you, request a correction, or ask about deletion.
How to Make a Request
Email us at [email protected] with your request. Please include enough information to identify your account (such as the email address or phone number associated with your bookings).
What We Can Do
- Access: We can provide information about the personal data we hold about you.
- Correction: We can correct inaccurate information.
- Deletion: We can delete information that is not required for legal or business purposes. Some records (such as transaction history required for tax compliance) may need to be retained.
Marketing Opt-Out
Text messages: Reply STOP to stop receiving text messages. This also stops booking reminders and other service-related texts from that system.
Email: You can unsubscribe from marketing emails using the link included in those emails.
Account Deletion, Deactivation, or Access Code Removal
You can request to delete or deactivate your account, or request removal of your access codes, by contacting us. See Section 8 for information about what deletion and deactivation involve.
Advertising Opt-Out
You can opt out of interest-based advertising through:
- Facebook: Adjust your ad preferences in your Facebook settings
- Browser settings: Use browser privacy features or extensions to block tracking
11. Children's Privacy
Our services are intended for adults who manage residential cleaning for their homes. We do not knowingly collect personal information from children under 16.
If we learn that we have collected personal information from a child under 16, we will delete that information.
12. Changes to This Policy
We may update this Privacy Policy to reflect changes in our practices or applicable requirements. The effective date above identifies the current version.
13. Contact Us
If you have questions about this Privacy Policy or would like to make a privacy request, contact us:
Long Island Maids, LLC
Email: [email protected]
Phone: (516) 699-8406