This policy explains what personal data Keep Clean SRL collects about customers and visitors of keepclean.md, why and with whom it is shared, and how you can manage your data. It covers the website, the customer account, the online chat, our chats in Telegram, WhatsApp, Facebook Messenger and Instagram, phone calls and SMS.
Who processes your data
The data controller is Keep Clean SRL (IDNO 1023600023274), registered address: MD-2032, mun. Chișinău, str. Grădina Botanică 14/3, of. 307, Republic of Moldova. For any question about your data, write to info@keepclean.md or call 0790 222 77.
We process personal data in line with Law No. 133/2011 on personal data protection and Law No. 195 of 25.07.2024 on personal data protection of the Republic of Moldova.
What data we collect
- Contact details: name, phone number, e-mail if you gave one.
- Other people on an order: if a customer tells us who will open the door or also decides about the order (for example a relative or a tenant), we keep that person's name and phone number. Our crew may call them on the day of the cleaning, and at the customer's request they get an SMS with the date, time and address, without the price. They can ask us to delete their data just like a customer.
- Order details: address, floor area, type of cleaning, date and time, price, comments, ratings and reviews after the cleaning.
- Messages: messages in the website chat, in your account, in Telegram, WhatsApp, Facebook Messenger and Instagram Direct, including photos, voice messages and files you send. From Messenger and Instagram we receive your profile name (and your username on Instagram), from WhatsApp your phone number and profile name.
- Calls: the caller's number, time and duration of the call, the call recording, its transcript and a short summary.
- Photos of the premises before and after cleaning, taken by our crew.
- Technical data: IP address (in the chat we keep only an encrypted fingerprint of it), browser and device type, the page you came from, advertising tags (UTM, gclid, fbclid).
- “Invite a friend” programme: who invited whom.
- Card payments: the payer's first name, last name, country, city, address, phone and e-mail; from the bank we receive only the result, the masked card number (last 4 digits), the RRN and the authorization code. The card number, expiry date and CVV are entered on Victoriabank's page; we never receive or store them.
We do not intentionally collect data about health, religion or other special categories of data. Please do not send such data in the chat.
Why we use your data
- To quote a price, book your cleaning, carry out the order and contact you about it.
- To send SMS: the price estimate, confirmation and changes of the date, login codes for your account, a request to rate the cleaning. A few months after an order we may remind you about us once by SMS. If you do not want such messages, write to us.
- To answer you in chats, including through the virtual assistant Gusit AI (see below).
- To monitor quality: listening to calls, handling complaints, training staff.
- To assign orders to staff and calculate their pay.
- To understand which advertising works, to avoid showing our customers ads meant for new customers, and to improve the website.
- To protect the website and services against abuse.
- For accounting and to meet legal requirements.
Legal grounds: performance of a contract (the cleaning order and communication about it), your consent (the website request form, cookies, messages to us), our legitimate interest (quality, security, measuring advertising) and legal obligations.
The Gusit AI virtual assistant
In the chats on the website, in your account, in Telegram, WhatsApp, Messenger and Instagram you may be answered by the virtual assistant Gusit AI. It runs on a language model by Anthropic: the text of your messages and the photos you send are passed to Anthropic to write the reply. The assistant quotes prices from our price list, shows available dates and can book a cleaning after you confirm your phone number with an SMS code. Our managers see the conversation and can reply themselves, after which the assistant stops replying.
Phone calls are first answered by the Gusit AI voice assistant on the ElevenLabs platform (USA). ElevenLabs receives your voice during the call, your phone number, name and the details of your requests needed to answer, and transcribes the conversation. The assistant quotes prices, offers available dates and can book a cleaning; at any time you can ask for a manager, who takes over during working hours. We keep transcripts of conversations with the assistant for 12 months; ElevenLabs keeps its own copy of the conversation according to our account settings and does not use it to train models.
Recordings of calls with managers are transcribed automatically (Cloudflare Workers AI), and a short summary of the call is written by an Anthropic model. The summaries only help the manager; a person makes the decisions.
Job applicants
If you apply for a job with us (the form on the site, a call or a message), we keep your name, phone, district, experience, available days, your text and the photos you attach, only to decide on hiring. Our managers see them. If we do not hire you, the data and photos are deleted after 6 months; you can ask us to delete them sooner at any time.
Who we share data with
We do not sell personal data. We share it only with those who help us run the business, and only as much as they need:
- Cloudflare — website hosting, database, storage of photos and call recordings, call transcription.
- Anthropic — Gusit AI replies and call summaries. Under Anthropic's terms this data is not used to train models.
- ElevenLabs — the Gusit AI voice assistant on the phone: your voice, number, name and request details during the call, and the transcript of the conversation. Under ElevenLabs' terms this data is not used to train models.
- SMS.md — sending SMS.
- Moldcell — telephony: receiving and recording calls.
- Telegram — our customer bot and staff work chats: the crew receives the customer's name, phone number and address to carry out the order.
- Meta (Facebook, Instagram, WhatsApp) — conversations in Messenger, Instagram Direct and WhatsApp; the Meta pixel on the website (with your consent); information about requests and orders to measure advertising; the phone numbers of people who have already booked a cleaning, in a “Customers” list, so that they are not shown ads meant for new customers. Meta receives phone numbers, names, e-mail addresses and the city only in encrypted (hashed) form; for requests from the website also the IP address and browser type the form was sent from.
- Google — website analytics (Google Analytics via Google Tag Manager, with your consent); advertising (Google Ads: information about requests and orders with phone number and e-mail, via the Make.com service); the upholstery technicians' calendar (Google Calendar: the customer's name, phone number and address for the visit).
- Make.com — passes request information to Google Ads and keeps the call log.
- Victoriabank — card payments: the bank receives the amount, the order number, the payer's name and e-mail and the card details you enter on its page.
- Resend — sending e-mails: order confirmations and e-receipts.
- CookieFirst — stores your cookie choices.
- Our staff — as much as their work requires. Customer contacts are in the address book of the managers' work phones so they can see who is calling.
- Public authorities — only when the law requires it.
Some of these companies are located outside Moldova, including in the USA and the EU. Data is transferred to them under the Standard Contractual Clauses approved by the European Commission and included in their data processing agreements, as appropriate safeguards under Law No. 195/2024. For US companies certified under the EU-U.S. Data Privacy Framework, that certification applies as well.
How long we keep data
Call audio recordings, their full transcripts and transcripts of conversations with the voice assistant are deleted automatically after 12 months; we tell you at the start of the call that it is recorded. We keep other customer data and messages for as long as they are needed for service and accounting, or until you ask us to delete them.
SMS confirmation codes are deleted after 30 days, account sessions when they expire. Automatic database backups are kept for up to 12 months. Accounting records are kept for as long as the law requires.
Your rights
- to find out what data we hold about you and get a copy of it;
- to correct inaccurate data;
- to ask us to delete your data;
- to withdraw your consent and opt out of SMS reminders and advertising cookies;
- to object to processing;
- to complain to the National Center for Personal Data Protection of the Republic of Moldova (datepersonale.md).
To exercise a right, write to info@keepclean.md and include the phone number you gave us. We will reply within 30 days.
You can also download a copy of your data yourself: personal account → “Profile” → “Download my data”. It is a file with your orders, addresses, messages and calls.
How to delete your data
To delete your data, including your conversation with us in Facebook Messenger or Instagram:
- In your personal account, open “Profile” and tap “Delete my data”. Or write to info@keepclean.md or in any of our chats: “Please delete my data”, with the phone number or profile name you wrote to us from.
- We may ask you to confirm the number is yours, for example with an SMS code.
- Within 30 days we will delete your contact details, messages, photos and call recordings, remove your number from the “Customers” list at Meta and let you know by SMS. Information about completed orders that the law requires us to keep for accounting will remain, without any further personal data.
Deleting a conversation in Messenger or Instagram itself removes it only on your side. To delete our copy, write to us.
Children
Our services are intended for adults. We do not knowingly collect data from children under 18.
Changes to this policy
We may update this policy. The date the current version takes effect is shown at the top of the page.
