Privacy policy

1. Who we are

NEAT is a trading name of:

DTXclusive Stays Ltd
Beleview
Triq Ta’ Gajdoru
Xagħra, XRA 2500
Malta

Company Registration No.: C 111279
VAT No.: MT31717522

DTXclusive Stays Ltd is the data controller responsible for personal data processed in connection with NEAT’s website and cleaning services.

For privacy-related questions or to exercise your data protection rights, contact us at hello@neat.com.mt.

2. Information collected through our website

Our website does not contain contact forms, newsletter subscriptions or user accounts.

Basic technical information, such as your IP address, browser type and the date and time of your visit, may be recorded automatically in our website hosting provider’s server logs for security, troubleshooting and website operation.

We also use Google Analytics, subject to your cookie preferences, as explained below.

3. Google Analytics and cookies

Our website uses Google Analytics to help us understand how visitors use the website and to improve its performance, content and user experience.

Subject to your consent, Google Analytics may process information such as:

• Your IP address and approximate location.
• Device, browser and operating-system information.
• The pages you visit.
• The date, time and duration of your visit.
• How you arrived at and interacted with the website.
• General website performance and usage information.

Google Analytics is provided by Google Ireland Limited. Google may also process information through other companies within the Google group and in locations outside the European Economic Area, subject to applicable data-protection safeguards.

Analytics cookies will only be activated after you have provided consent through our cookie-consent tool. You may refuse analytics cookies or withdraw your consent at any time through the website’s cookie settings.

If you do not accept analytics cookies, Google Analytics will not be used to analyse your visit. Essential technical information may still be recorded in our hosting provider’s server logs for security and operational purposes.

For more information about how Google processes personal data, please refer to Google’s Privacy Policy.

4. Information received through WhatsApp, email or telephone

When you select the WhatsApp link on our website, you will be redirected to WhatsApp. The NEAT website itself does not collect the information you send through WhatsApp.

If you contact us through WhatsApp, email or telephone, we may receive information that you choose to provide, including:

• Your name and telephone number.
• Your email address.
• Your property or service address.
• Details of the cleaning service you require.
• Your preferred dates and booking information.
• Photographs or other information you choose to provide.
• Property access instructions where required to provide the service.
• Communications relating to quotations, bookings, complaints or incidents.

Your use of WhatsApp is also subject to WhatsApp’s own terms and privacy policy.

Please do not send alarm codes, key-safe codes or other sensitive access information unless it is necessary to provide the requested service.

5. How and why we use your information

We may process personal data to:

• Respond to enquiries.
• Prepare and provide quotations.
• Arrange and provide cleaning services.
• Communicate with you about your booking.
• Process payments, invoices and accounting records.
• Manage customer service matters, complaints and incidents.
• Establish, exercise or defend legal claims.
• Comply with our legal, tax and accounting obligations.
• Maintain the security and operation of our website and business systems.
• Analyse website use and improve our website, content and services.
• Send marketing communications where you have agreed to receive them.
• Carry out advertising and remarketing where you have separately agreed to this.

We process personal data on one or more of the following legal bases:

• To take steps at your request before entering into a contract.
• To perform a contract with you.
• To comply with a legal obligation.
• To pursue our legitimate interests in operating, managing and protecting our business.
• Your consent, where we use Google Analytics, send marketing communications or use your contact details for advertising and remarketing.

We do not use personal data for automated decision-making or profiling that produces legal or similarly significant effects.

6. Information required to provide our services

You are not legally required to provide personal information when making a general enquiry.

However, we may be unable to prepare a quotation or provide a cleaning service if we do not receive the contact, property and service information reasonably required to fulfil your request.

7. Marketing communications

We will only use your telephone number or other contact details to send promotional messages and offers where you have actively agreed to receive them.

Marketing consent is optional and is not required to request a quotation or use our cleaning services.

Where you have opted in, we may send occasional NEAT offers, service updates and promotional communications through WhatsApp or another communication method covered by your consent.

You may withdraw your consent at any time by:

• Replying STOP to a WhatsApp marketing message; or
• Contacting us at hello@neat.com.mt.

Withdrawing your consent will not affect the lawfulness of any processing carried out before your withdrawal.

Consent to receive marketing from NEAT does not automatically constitute consent to receive marketing from other DTX Group companies or brands.

8. Advertising and remarketing

Where you have separately and expressly agreed, we may use limited contact information, such as your telephone number or email address, to create or match advertising audiences on platforms such as Facebook and Instagram.

The advertising platform may compare the contact information securely provided by us with information held on its platform to determine whether you have an account and to show you relevant advertising.

We will only use contact information for this purpose where:

• You have been clearly informed about the intended use.
• You have actively agreed to it.
• You are given an easy way to withdraw your consent.

Advertising platforms process personal data under their own privacy terms. You may withdraw your consent to this use at any time by contacting hello@neat.com.mt.

We do not currently use Google Analytics data for advertising personalisation unless this is clearly disclosed and you have provided the necessary consent.

9. Who we share your information with

We do not sell or rent personal data.

Where necessary, information may be accessed by or shared with:

• NEAT personnel assigned to arrange, supervise or provide the service.
• Approved subcontractors, where applicable.
• Website hosting, email, IT and communications providers.
• Google Analytics, where you have consented to analytics cookies.
• Accountants, payment providers and professional advisers.
• Insurers and legal advisers in connection with an incident or claim.
• Advertising platforms where you have expressly agreed to remarketing.
• Public authorities where disclosure is required by law.

Access is limited to the information reasonably required for each person or provider to perform their role.

10. International transfers

Some technology, communications, analytics and advertising providers, including WhatsApp, Google and Meta, may process personal data outside Malta or the European Economic Area.

Where personal data is transferred outside the European Economic Area, we will ensure that an appropriate lawful transfer mechanism or safeguard is in place where required, such as an adequacy decision or approved standard contractual clauses.

You may contact us for further information about the safeguards applying to your personal data.

11. How long we retain information

We retain personal data only for as long as reasonably necessary for the purpose for which it was collected.

Generally:

• Enquiries that do not result in a booking are deleted once the enquiry has been resolved and, in any event, within six months, unless the person has agreed to receive marketing.
• Customer and service records are retained for the duration of the customer relationship and for an appropriate period afterwards to handle queries, complaints or legal claims.
• Invoices, payment information and accounting records are retained for the period required under applicable tax and accounting laws.
• Property access information is deleted when it is no longer required to provide the service.
• Marketing contact details are retained until consent is withdrawn or the information is no longer required. Marketing permissions will be reviewed periodically.
• Google Analytics user-level and event-level data is retained for up to 14 months, after which it is deleted in accordance with our Google Analytics settings.
• Website server logs are retained according to our hosting provider’s security and operational settings.

If you withdraw from marketing, we may retain your telephone number or email address on a suppression list. This limited record is retained only to ensure that we do not send you further marketing communications.

Information may be retained for longer where required by law or where necessary to establish, exercise or defend a legal claim.

12. How we protect your information

We use reasonable technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration or disclosure.

Access to customer and property information is limited to personnel and service providers who reasonably require it for their work.

No method of electronic transmission or storage can be guaranteed to be completely secure.

13. Your rights

Under the GDPR, and subject to applicable legal conditions, you may have the right to:

• Request access to the personal data we hold about you.
• Ask us to correct inaccurate or incomplete information.
• Request deletion of your personal data.
• Request restriction of processing.
• Object to processing based on legitimate interests.
• Object at any time to the use of your personal data for direct marketing.
• Request your data in a portable format where applicable.
• Withdraw your consent at any time where processing is based on consent.

These rights are not absolute and may be restricted where, for example, we are legally required to retain certain information.

To exercise your rights, contact hello@neat.com.mt. We may need to request information to verify your identity.

You also have the right to lodge a complaint with:

Office of the Information and Data Protection Commissioner
Floor 2, Airways House
High Street
Sliema, SLM 1549
Malta

Website: www.idpc.org.mt

14. Third-party websites and services

Our website may contain links to external websites or services, including WhatsApp and social-media platforms.

We are not responsible for the privacy practices of those third parties. You should review their privacy information before providing personal data through their services.

15. Changes to this policy

We may update this Privacy Policy to reflect changes to our website, services, suppliers or legal obligations.

The latest version and revision date will always be published on this page.