Privacy

Melt Clean is responsible for the personal data described on this page — the “controller”, in the words of the General Data Protection Regulation (GDPR), which applies in Spain as throughout the European Union.

WhatsApp

+34 613 990 243

Website

meltclean.com

Company registration details will be published shortly.

To reach us about anything here, use the contact form and say it is a privacy request. Tell us which e-mail address or booking reference it concerns, so that we can find your records.

We have not appointed a data protection officer. Write to us directly, by any of the routes above, about anything on this page.

Apart from the visit counting described in the next section, nothing on this list exists until you send us a form, write to us, call us or message us on WhatsApp. Card details are asked for only when you pay by card, on our payment provider Stripe’s own form: they go to Stripe, never to us. There are no customer accounts or passwords.

Where the basis is legitimate interest, the interest is the one in the “Why” column, and you can object to it — see your rights.

We measure the site with software we wrote ourselves. It reports to our own server, at /api/collect. Nothing goes to an analytics company, and no cookie is involved.

What every visit records

Only if you pressed Accept: a live view for our staff counts your visit among the recent ones — by page, device type, country and the kind of link it came from. The view is updated when your browser sends its measurements: at once when you press Accept, and after that mostly when you leave or hide the page, so it is not a second-by-second view. The entry kept for this is deleted about ten minutes after the last signal from your visit. Without your consent your visit never appears there, only in the totals.

What it never records

Names, e-mail addresses, phone numbers, street addresses, anything you type into a field, the part of an address after the “?”, or IP addresses. The server accepts a fixed list of fields and drops or rejects everything else. Visits from known robots are thrown away, and one connection can send at most 60 measurement messages a minute.

Without your consent

The counting stays anonymous. The visit id is never handed to a form, so nothing you send us — a booking, a quote request, a message, an application — is joined to the record of your visit. A form carries only the campaign tags of the link you arrived by, which say where the link came from, not who you are; the booking or enquiry keeps them as its source. The record of your visit is used only for totals: the live view never shows it, and about an hour after your last page its visit id is replaced by one that exists nowhere else, so it can no longer be matched to your browser. Which field of a form refused what you typed is not noted at all.

With your consent

Press Accept on the notice and three more things happen. First, a random returning-visitor id is kept in your browser’s local storage and sent with each visit, so that we can tell a returning visitor from a new one.

Second, a form you send carries the visit id. We save it with what you sent — for an enquiry, together with the first page you opened — and our server adds the booking or quote request to the visit record, with the service and, for a booking, its price. That is how we learn which pages and adverts lead to bookings, and we use the link for nothing else.

Third, when a form refuses what you typed in a field, the name of that field — “email”, say — is noted, never what you typed. It shows us which question is hard to answer.

Your answer stands for thirteen months. Then the notice asks again, and until you answer the site counts as if you had chosen “Essential only”, which deletes the returning-visitor id.

You can change your answer at any time under Cookies and storage. There is no switch for the anonymous counting itself: a browser that blocks scripts, or the address /api/collect, sends us nothing.

Our software sets no cookies for visitors, except one while you pay a booking by card (and, on that page, our payment provider Stripe sets two of its own to prevent card fraud). The site keeps a few small entries in your browser’s own storage — your answer to the notice, the anonymous visit id, the returning-visitor id if you accepted, and, while you book, what you have typed. The full list, with what each one holds and how long it stays, is on the cookies and storage page.

Our staff also receive cookies, when they sign in to the back office. A visitor never gets one of those.

Change your answer

Your answer takes effect at once. “Essential only” deletes the returning-visitor id straight away, and from then on nothing you send is linked to your visit. The “Cookie settings” link at the foot of every page opens the same choice.

• Melt staff. Each person signs in with their own account. What an account can see is limited by its role and by its market, and contact details are masked for roles that do not need them.
• The local operators and technicians who carry out visits for us see the details of the visits they are given, to do the work.
• Cloudflare, which hosts the site, the database and the file store for us — see the next section.
• Stripe (Stripe Payments Europe, Limited, Ireland), when you pay a booking online by card. You type your card details into Stripe’s own form — on our payment page or on Stripe’s: they go to Stripe, never to us. We give Stripe your booking reference and our internal number for the booking, its area, what the visit was (“3-seat sofa”, for example), the amount and, so you need not type it, your e-mail address; Stripe tells us whether the payment went through, the amount and its reference, and whether your bank later disputes it. Stripe handles the payment under its own terms and privacy policy — stripe.com/privacy
• Cloudflare Turnstile, the robot check on our forms. Cloudflare uses what it sees to answer our check and, as a controller in its own right, to improve its bot detection. cloudflare.com/turnstile-privacy-policy
• WhatsApp (WhatsApp Ireland Limited, part of Meta), when you message us there or we message you there — to arrange a visit or, once it is done, to ask for a review. WhatsApp carries those messages under its own terms and privacy policy. Our system is not connected to WhatsApp: what matters for your booking is typed in by our staff. whatsapp.com/legal/privacy-policy-eea
• The provider of our own e-mail account: when a person at Melt writes to you from our own mailbox, that provider carries and stores the message for us.
• Our accountant (gestor), who receives each month the list of payments and refunds — booking reference, your name, the service, the amount, how it was paid and, for a refund, the reason we recorded for it — to keep the accounts and file the tax returns; and the tax authority (Agencia Tributaria) when the law requires it.
• Nobody else. We do not sell or rent data and we do not pass it to advertisers. The site loads nothing else from other companies — no fonts, no maps, no embedded video, no tracking pixels — and the live site sends a security policy that tells your browser to refuse anything else.

The website does not send e-mails at the moment, and there are no text messages. When you hear from us, a person wrote to you or rang you.

Everything is held in a database and in a private file store for photos, both run by Cloudflare and served by its Workers platform. Cloudflare, Inc. is a company in the United States with servers around the world, so your data may be processed outside the European Economic Area. Cloudflare acts as our processor under its data processing addendum, which relies on the EU standard contractual clauses and the EU–US Data Privacy Framework for those transfers.

• The live site is served over an encrypted connection and tells browsers to refuse an unencrypted one in future.
• Pages are built for each request and are not kept in a shared cache. Only files that are the same for everybody — images, fonts, styles and scripts — are kept in Cloudflare’s network so that they load quickly.
• Cloudflare keeps a technical log of requests for us — which address was asked for, when, and how the server answered — for up to seven days. We use it to find faults. Like any host, Cloudflare necessarily handles your IP address in order to deliver the pages.

What protects your data, as the site works today:

• Every member of staff signs in with their own account, sees only what their role and market need, and an owner account cannot be used without two-factor sign-in.
• Every change our staff make is written to a security log that our software can only add to, never change or delete.
• Photos are kept in a private file store, with their location and camera data removed, and only signed-in staff whose role allows it can open them.
• Your IP address is kept to a minimum: never stored with a visit, never in full in the security log.
• The site is served only over an encrypted connection.

These periods are settings in our system, and a job that runs every night applies them, from the same settings this page reads. While a complaint, a withdrawal or a privacy request is open, the customer record and the enquiries it concerns are not deleted; photos of a visit are held back only by an open complaint about that visit.

Bookings and customer records

Kept for 6 years after your last booking — the period accounting records must be kept — and then anonymised.

Quote requests

If it becomes a booking, it is kept with the booking. If not, it is deleted with its photos 12 months after the last activity.

Contact messages

Deleted 12 months after the last activity on it, such as our reply.

Operator applications

Deleted 12 months after the last activity on it, usually our decision.

The waiting list

Deleted 24 months after you sign up.

Photos

Photos of a visit are deleted 90 days after the visit, unless a complaint about it is open. Photos with a quote request or a message go with that request or message. A photo you add but never send is deleted after three hours.

Visit counting

Single measurement events: 90 days. Visit records: 180 days with your consent, when the returning-visitor id is stored with them; without it, no longer than the events. The entry behind the staff live view’s count, only with your consent: about ten minutes after the last signal.

Kept without a limit: daily visit totals, which are plain counts that identify nobody, and the security log, whose rows our software cannot change or remove.

When a period ends, or when you ask for erasure, what the law obliges us to keep — the accounting record of a booking, for instance — is blocked: kept apart, used for nothing else and available only to a court or public authority that asks for it, until the legal period ends. Then it is destroyed.

The GDPR gives you these rights over the data we hold about you. Using them is free.

Access

A copy of what we hold about you.

Rectification

Have a mistake corrected.

Erasure

Have your data deleted, within the limits the law sets (below).

Restriction

Have us keep the data but stop using it while a question is settled.

Portability

Receive what you gave us in a common file format, to take elsewhere.

Objection

Object to anything we do on the basis of legitimate interest: the visit counting, the campaign tags kept with a booking, the security log.

Withdraw consent

At any time, for the returning-visitor id, the link between your visit and what you send, and the waiting list. Withdrawing does not undo what was lawfully done before.

The quickest way is the contact form: choose “My personal data”, then the right you want to use — every one listed above is there, withdrawing a consent included. Tell us which e-mail address, phone number or booking reference it is about. A consent given on this website can also be withdrawn at any time from “Cookie settings” at the foot of every page.

Every request is registered with a reference, which starts MELT-P, and answered within one month. The law allows two more months for a complex request; if we need them, we tell you within the first month and why. We may ask a question or two to be sure the data is yours.

What erasure removes, and what stays

Erasure removes your name, e-mail address and phone number; on every booking, the name and number for the visit, your notes and the street address (only the postcode and town stay); your quote requests, messages, waiting-list entries and applications; your photos; our staff’s notes about you; your name on any review; and the link between your bookings and the visits you came from.

What the law obliges us to keep stays, blocked and used for nothing else: the accounting record of each booking and payment (date and arrival window, service, price, area, status and, if it was cancelled, the reason recorded — without your name or street address); the reference, dates and outcome of any complaint, withdrawal or privacy request; the security log, whose entries are filed under the booking or request, not under your name or contact details; and, after an erasure you asked for, the log of messages we sent and the address they went to, as proof that the confirmations the law requires went out. Also kept, because they no longer name you: the history of each visit (its stages, times and the technician assigned), the rating and wording of a review you left, unsigned, and a referral code with its status.

If you think we have handled your data wrongly, we would like the chance to put it right — but you do not have to ask us first. You can complain to a data-protection authority at any time:

• In Spain: Agencia Española de Protección de Datos (AEPD), C/ Jorge Juan 6, 28001 Madrid, aepd.es.
• Anywhere else in the European Economic Area: the authority of the country where you live or work.

To book a visit we need your name, a phone number, an e-mail address and the address we are coming to; without them we cannot do the job. A quote request needs a name, an e-mail address, your postcode or town and a description of the work. A complaint or a privacy request needs your name and an e-mail address, so that we can answer. Everything marked optional on our forms is optional. Browsing the site needs nothing from you.

No decision about you is made by software alone. A price is worked out from the price list in the same way for everybody. The spam check only marks a message as likely spam for our staff, who then see it in a separate list; it never blocks, deletes or answers anything. We build no advertising profiles.

Our services are for adults: a booking is a contract, made by a grown-up. Please do not send us the personal data of a child.

This page describes the site as it works today. When the site changes what it collects, the page changes with it and the date at the top moves.