Privacy Policy

Pure Homes Nigeria Ltd is a residential and light commercial cleaning service operating primarily in Lagos, Nigeria. Our registered office is at 12 Admiralty Way, Lekki, Lagos 106104, Nigeria.

• General enquiries: hello@purehomes.ng
• Phone / WhatsApp: +234 802 555 0142
• Website: https://purehomes.ng
• Data protection enquiries: privacy@purehomes.ng

If you have questions about this policy, wish to exercise your privacy rights, or need to report a concern, please contact us using the details above. We aim to respond to privacy requests within 30 days, and sooner where the law requires it.

This policy applies to personal information we process in connection with:

• Our website, booking forms, and customer account features
• Phone, email, WhatsApp, and in-app communications
• Scheduling, fulfilment, and quality assurance of cleaning services
• Payments, invoicing, refunds, and customer support
• Marketing communications where you have opted in or where permitted by law
• Recruitment where you apply for a role with Pure Homes

This policy does not cover third-party websites, payment pages, or social platforms that link from our site. Those services have their own privacy policies, and we encourage you to review them before submitting information.

3.1 Information you provide directly

Depending on how you interact with us, we may collect:

• Identity and contact details: full name, phone number, email address, and preferred contact method
• Booking details: service type, frequency, preferred date and time, property size, access instructions, and special requests
• Address and location data: street address, estate or building name, gate codes, parking notes, and directions for specialists
• Payment-related information: billing name, transaction references, and limited payment metadata processed by our payment partners. We do not store full card numbers on our servers
• Communications: messages, complaints, feedback, survey responses, and call or chat records where you have been informed they may be recorded
• Account credentials: if you create an account, login email and authentication data managed through secure providers
• Recruitment data: CV, work history, references, identification documents, and interview notes if you apply to join our team

3.2 Information collected automatically

When you use our website or apps, we may automatically collect:

• Device and browser information: IP address, device type, operating system, browser version, and language settings
• Usage data: pages viewed, buttons clicked, referral source, session duration, and error logs
• Approximate location derived from IP address or, with your permission, more precise location for service availability checks
• Cookie and similar technology data as described in Section 12

3.3 Information from third parties

We may receive information from:

• Payment processors such as Paystack to confirm successful or failed transactions
• Referral partners or corporate clients who introduce you to our service, where you have consented or the referral is contractually permitted
• Background screening or identity verification providers for specialist onboarding, where legally required
• Publicly available business directories or social platforms if you contact us through them

Under the NDPA, we process personal data only where we have a valid legal basis. Depending on the activity, this may include:

• Contract: to take bookings, assign specialists, deliver cleans, issue receipts, and provide customer support
• Consent: for optional marketing, non-essential cookies, and certain types of sensitive information where consent is required
• Legitimate interests: to improve our services, prevent fraud, maintain security, train staff, and understand how customers use our platform, balanced against your rights
• Legal obligation: to comply with tax, accounting, employment, regulatory, and law-enforcement requirements
• Vital interests: in rare cases where processing is necessary to protect someone's life or physical safety during a service visit

Where we rely on consent, you may withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal. Withdrawing consent may limit certain features, such as promotional messages or optional account enhancements.

We use personal information for the following purposes:

• Confirming, scheduling, rescheduling, and fulfilling cleaning appointments
• Sharing necessary job details with assigned specialists and operations staff
• Processing payments, issuing invoices, managing recurring billing, and handling refunds or chargebacks
• Responding to enquiries, complaints, and our happiness guarantee claims
• Verifying service coverage in your area and estimating pricing or duration
• Maintaining service quality through checklists, photos where permitted, ratings, and internal audits
• Sending service updates, arrival notifications, and important policy or safety notices
• Conducting analytics to improve our website, booking flow, and customer experience
• Detecting and preventing fraud, abuse, unauthorised access, and policy violations
• Complying with insurance, health and safety, and regulatory obligations
• Recruiting, onboarding, and managing employment or contractor relationships

We do not use automated decision-making that produces legal or similarly significant effects about you without appropriate safeguards and, where required, your right to human review.

We do not sell your personal information. We share data only where necessary, under appropriate contracts and security measures:

• Cleaning specialists and supervisors: name, contact number, address, access instructions, service scope, and relevant notes needed to perform the job safely and effectively
• Payment providers: Paystack and related financial partners to process card, transfer, USSD, and other supported payment methods
• Technology providers: hosting, email, SMS, WhatsApp Business API, analytics, customer support, and scheduling tools that process data on our behalf
• Professional advisers: lawyers, accountants, auditors, and insurers where reasonably required
• Corporate customers: aggregated or limited booking information where you book through an employer or property manager and have been informed of that arrangement
• Authorities: regulators, courts, or law enforcement when required by law or to protect rights, safety, and property
• Business transfers: in connection with a merger, acquisition, restructuring, or sale of assets, subject to confidentiality and continued protection of your data

All service providers that handle personal data on our behalf are required to process it only according to our instructions and to maintain appropriate technical and organisational security.

Our primary systems and operations are based in Nigeria. However, some of our technology providers may store or process data in other countries. Where personal data is transferred outside Nigeria, we implement safeguards consistent with the NDPA, such as contractual clauses, vendor due diligence, and limiting transfers to what is necessary for the service.

We keep personal information only for as long as necessary for the purposes described in this policy, including:

• Active customer records: for the duration of your relationship with us and a reasonable period afterwards to handle follow-up enquiries
• Booking and payment records: up to 6 years for accounting, tax, and dispute resolution purposes
• Complaints and insurance claims: up to 7 years from resolution, or longer if a claim remains open
• Marketing preferences: until you unsubscribe or withdraw consent, plus a minimal suppression record to honour your choice
• Website logs and security data: typically 12 to 24 months unless needed for an investigation
• Recruitment records: up to 12 months for unsuccessful applicants unless you consent to a longer talent pool retention period

When data is no longer needed, we delete it or anonymise it so it can no longer identify you, subject to legal or operational requirements to retain certain records.

We implement administrative, technical, and physical safeguards designed to protect personal information against unauthorised access, loss, misuse, alteration, or disclosure. Measures include access controls, encrypted connections (HTTPS), role-based permissions, staff training, and vendor security reviews.

No method of transmission or storage is completely secure. If you believe your account or data has been compromised, contact us immediately at privacy@purehomes.ng so we can investigate and take appropriate action.

Subject to applicable exceptions, you may have the right to:

• Request access to the personal information we hold about you
• Request correction of inaccurate or incomplete information
• Request deletion of information where we no longer have a lawful basis to retain it
• Object to or restrict certain processing, including direct marketing
• Request data portability in a structured, commonly used format where technically feasible
• Withdraw consent at any time where processing is based on consent
• Lodge a complaint with the Nigeria Data Protection Commission

To make a request, email privacy@purehomes.ng with enough detail for us to verify your identity and locate your records. We may ask for additional information to prevent unauthorised disclosure. We do not charge a fee for most requests unless they are manifestly unfounded or excessive.

Our services are intended for adults booking cleaning for households or properties they manage. We do not knowingly collect personal information from children under 18 without appropriate parental or guardian consent. If you believe a child has provided us with personal data without consent, contact us and we will take steps to delete it.

We use cookies and similar technologies to operate and improve our website. These may include:

• Essential cookies: required for security, session management, and core site functionality
• Preference cookies: to remember choices such as cookie consent status
• Analytics cookies: to understand traffic patterns and improve performance
• Marketing cookies: only where enabled and permitted, to measure campaign effectiveness

On your first visit, our cookie banner allows you to accept or decline non-essential cookies. You can also adjust browser settings to block or delete cookies, though some features may not work correctly if essential cookies are disabled.

We may send service-related messages by SMS, email, or WhatsApp without separate marketing consent because they are necessary to fulfil your booking. Promotional messages are sent only where permitted by law and, where required, your opt-in preference.

You can opt out of marketing at any time by using the unsubscribe link in emails, replying STOP where supported, or emailing hello@purehomes.ng. Opting out of marketing does not affect essential service communications about active bookings.

Our website may contain links to Instagram, WhatsApp, payment gateways, or partner pages. Interacting with those services may result in data collection by the third party. Pure Homes is not responsible for the privacy practices of external sites and encourages you to read their policies before sharing information.

We may update this Privacy Policy from time to time to reflect changes in our services, technology, or legal requirements. When we make material changes, we will post the updated policy on this page, revise the "Last updated" date, and, where appropriate, notify active customers by email or an on-site notice. Continued use of our services after changes take effect constitutes acceptance of the revised policy, except where further consent is required by law.