1. Who we are and this Policy’s scope
Caramel Cleaners LLC (“Caramel Cleaners,” “we,” “us,” or “our”) is an Indiana cleaning company serving residential and commercial customers in Central Indiana. This Privacy Policy applies to information we handle through caramelcleaners.com, our BookingKoala booking and customer portal, communications, advertising, and cleaning services.
This Policy does not replace the independent privacy notices of BookingKoala, Stripe, Google, or other third parties that process information for their own stated purposes.
2. Information we collect
Depending on how you interact with us, we may collect:
- Identity and contact information: name, email address, telephone number, service address, billing address, and business or organization details.
- Booking and property information: service type, property size and condition, room or bathroom counts, selected extras, appointment details, recurring cadence, preferences, and notes about the requested work.
- Access and safety information: entry instructions, door or gate codes, alarm details, parking information, pet details, hazards, and other information needed to enter and work safely.
- Photos and communications: images you upload, emails, text messages, support requests, service feedback, and records of our communications.
- Transaction information: quoted and charged amounts, taxes, tips, refunds, payment status, payment method type, recurring-payment status, and limited processor records. Payment credentials are handled by BookingKoala and Stripe.
- Device, internet, and advertising information: IP address, browser and device information, referring pages, pages or buttons viewed, timestamps, cookie or similar identifiers, ad-click identifiers, and conversion or campaign information.
3. Where information comes from
We collect information directly from you, automatically from your browser or device, from another person or business booking on your behalf, from our employees and independent cleaning professionals, and from service providers and advertising partners such as BookingKoala, Stripe, and Google.
4. How we use information
We use personal information to:
- prepare quotes and create, schedule, modify, and fulfill bookings;
- process payments, recurring charges, tips, taxes, and refunds;
- provide property access information to the cleaning professional assigned to your appointment;
- communicate about appointments, access, payments, support, service quality, and our 24-hour satisfaction promise;
- personalize and improve our website, booking experience, services, pricing, and operations;
- measure advertising, understand conversions, create audiences, and send marketing where permitted;
- prevent fraud, maintain security, enforce our Terms, resolve disputes, and protect customers, workers, property, and our business;
- comply with accounting, tax, legal, and regulatory obligations.
5. How we disclose information
We may disclose information to:
- Employees and independent cleaning professionals who need appointment, property, access, and service details;
- Booking and payment providers, including BookingKoala and Stripe;
- Hosting, domain, security, and technical providers, including GitHub Pages and GoDaddy;
- Analytics, advertising, email, and messaging providers, including Google when the relevant tools are enabled;
- Professional advisers and authorities when reasonably necessary for accounting, insurance, legal advice, claims, safety, law enforcement, or compliance;
- A successor or transaction participant in a merger, financing, sale, reorganization, or transfer involving our business, subject to appropriate protections.
We do not sell personal information for money. As explained below, disclosures to advertising providers may be considered “targeted advertising,” “sharing,” or a “sale” under some privacy laws even when no money is exchanged.
6. BookingKoala, Stripe, and payment information
BookingKoala is our booking and customer-management platform, and Stripe processes payments. They collect payment and booking information through the secure booking experience. We generally receive transaction status and limited payment metadata rather than your full card number. They may securely store payment credentials to support automatically charged recurring cleanings.
Their handling of information is also governed by their own agreements and privacy notices. Do not send full payment-card information by ordinary email or text message.
7. Analytics, advertising, cookies, and communications
Our website supports Google Ads, Google Analytics, and related Google tools. When enabled, these services may use cookies or similar technologies to collect device, browsing, ad-click, and conversion information. We may use that information to measure advertising, understand site use, show relevant ads, and create remarketing audiences.
We may also use enhanced conversions or customer audience features. When we do, limited contact information such as an email address or telephone number may be normalized and hashed before being sent to Google for matching, measurement, or advertising. We obtain consent and send consent signals where required by law or Google policy.
You can limit cookies through your browser, use any consent controls presented on our website, adjust choices through Google’s My Ad Center, or email us to opt out of targeted advertising associated with your information. Blocking technologies may affect site or measurement functionality.
Promotional emails include an unsubscribe method, and promotional texts may be stopped by replying STOP. We may still send necessary booking and service messages.
8. How long we retain information
We retain information only for as long as reasonably necessary for the purposes described in this Policy, including providing service, managing recurring relationships, maintaining transaction and consent records, accounting and tax obligations, security, fraud prevention, disputes, and legal compliance.
- For a one-time cleaning, we delete door codes and sensitive entry instructions after the job is completed, subject to a brief period needed to resolve an immediate access, safety, or service issue.
- For recurring cleaning, we retain access instructions while the recurring relationship is active and delete them after it ends, subject to the same limited exceptions.
- Booking, payment, consent, tax, and dispute records may be retained longer where reasonably necessary or legally required.
- Marketing information is retained until you opt out or request deletion, except that we may keep a limited suppression record to honor your opt-out.
- Advertising and analytics information follows our configured provider settings and applicable legal requirements.
9. Your privacy rights and choices
Depending on applicable law, you may have the right to confirm whether we process your personal information; access, correct, delete, or obtain a portable copy of it; and opt out of targeted advertising, certain sales, or qualifying profiling. Indiana’s Consumer Data Bill of Rights describes rights available under the Indiana Consumer Data Protection Act when that law applies.
To make a request, email contact@caramelcleaners.com with “Privacy Request” in the subject line and describe your request. Our owners handle privacy requests. We may verify your identity and authority before acting. If we deny a request, you may appeal by replying with “Privacy Appeal.” We will respond within the period required by applicable law.
You will not be discriminated against for exercising a privacy right. We may retain information that applicable law permits or requires us to keep, including transaction, security, legal, and opt-out records.
10. Security
We use reasonable administrative, technical, and organizational safeguards appropriate to the information we handle. These include HTTPS booking and payment connections, limiting access to people who need information for their work, and using established booking and payment providers. No storage or transmission method can be guaranteed completely secure.
Please use BookingKoala, rather than ordinary email or text, to send door codes or other sensitive access instructions. Contact us promptly if you believe your information or customer account has been compromised.
11. Children
Our website and services are intended for adults. We do not accept bookings from anyone under 18 and do not knowingly collect personal information from children. Contact us if you believe a child provided information to us so we can review and delete it as appropriate.
12. Third-party sites and services
Our website may link to or embed third-party services. Their privacy practices are governed by their own notices. We encourage you to read those notices, particularly before submitting booking, payment, or access information.
13. Changes to this Policy
We may update this Policy to reflect changes in our services, providers, advertising, or legal obligations. We will post the revised version here and update its effective date. When appropriate, we may also provide additional notice.
14. Contact us
Send privacy questions or requests to Caramel Cleaners LLC at contact@caramelcleaners.com. You may also text us at (463) 224-4181, though email is the preferred method for a formal privacy request.