Privacy Policy
Effective: 1 January 2025
1. Introduction
House Washing Melbourne respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how House Washing Melbourne collects, uses, stores, discloses and protects personal information obtained through our website, booking platform, communications and related services. This Privacy Policy is intended to comply with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and other applicable Australian privacy laws. By using the Platform, you consent to the collection, use and disclosure of information as described in this Privacy Policy.
2. Who We Are
House Washing Melbourne operates an online technology platform that connects Customers seeking exterior cleaning services with independent Contractors. The Platform facilitates quotes, bookings, communications and payment processing. For privacy-related enquiries, please contact clean@housewashingmelbourne.com.au.
3. Information We Collect
Identity Information
- Full name
- Business name
- Date of birth where required
- Username or account details
Contact Information
- Email address
- Phone number
- Postal address
- Property address
- Service location
Booking Information
- Requested services
- Property details
- Booking history
- Scheduling information
- Customer preferences
- Contractor allocation information
Payment Information
- Transaction records
- Payment confirmations
- Billing information
- Refund information
For security reasons, House Washing Melbourne does not store complete credit card information on its own servers. Payment processing is handled by third-party payment providers including Stripe.
Communication Information
- Emails
- SMS messages
- Chat communications
- Phone call records
- Support enquiries
- Feedback
- Reviews
Technical Information
- IP address
- Device information
- Browser type
- Operating system
- Referring websites
- Location data
- Session information
- Usage behaviour
Marketing Information
- Advertising interactions
- Campaign responses
- Website activity
- Marketing preferences
4. How We Collect Information
Information may be collected when you visit the Platform, request a quote, create an account, submit a booking, contact support, complete forms, leave reviews, communicate with Contractors, subscribe to marketing communications or interact with advertisements. Information may also be collected automatically through cookies, analytics tools and similar technologies.
5. Why We Collect Information
We collect information to operate the Platform, generate quotes, process bookings, connect Customers with Contractors, process payments, verify identities, prevent fraud, provide customer support, improve the Platform, conduct analytics, resolve disputes, comply with legal obligations, enforce our Terms of Service, send operational communications, and deliver marketing communications where permitted.
6. Information Shared With Contractors
To facilitate Services, House Washing Melbourne may provide Contractors with name, phone number, email address, property address, booking details, service requests and access instructions. Contractors receive information reasonably necessary to perform Services. Contractors operate independently and are responsible for handling information in accordance with their own legal obligations.
7. Information Shared With Service Providers
House Washing Melbourne may disclose information to third-party providers including Stripe, website hosting providers, cloud storage providers, customer support providers, analytics providers, marketing providers, communication providers, legal advisers, accountants, insurers, debt recovery providers and fraud prevention providers. Information is shared only where reasonably necessary for business operations.
8. Analytics and Tracking Technologies
House Washing Melbourne may use Google Analytics, Google Ads, Google Tag Manager, Meta Pixel, Microsoft Clarity, conversion tracking technologies, session recording tools, heat mapping tools and advertising attribution tools. These tools may collect information regarding website usage, user interactions, device information, browsing behaviour and referral sources.
9. Cookies
House Washing Melbourne uses cookies and similar technologies for website functionality, security, analytics, personalisation, advertising, fraud prevention and performance monitoring. You may disable cookies through browser settings. Disabling cookies may affect Platform functionality.
10. Marketing Communications
House Washing Melbourne may send service updates, booking notifications, promotional offers, newsletters, product announcements and marketing communications. Users may opt out at any time using unsubscribe links or by contacting us. Operational communications relating to bookings may still be sent.
11. Communication Monitoring
House Washing Melbourne may monitor, record, review and store communications including phone calls, emails, SMS messages, live chat interactions and support communications for quality assurance, training, fraud prevention, compliance, dispute resolution and customer support.
12. Customer Reviews and Testimonials
Reviews, ratings, testimonials and feedback submitted through the Platform may be publicly displayed. By submitting reviews or testimonials, you grant House Washing Melbourne permission to use such content for marketing, promotional and operational purposes.
13. Property Images and Media
House Washing Melbourne and Contractors may capture photographs, videos and visual records before, during and after Services. Images may be used for service documentation, quality control, insurance purposes, training, marketing, portfolio displays and social media content. Customers may request limitations on identifiable property imagery by contacting us in writing.
14. Fraud Prevention and Security
Information may be used to detect fraud, prevent abuse, investigate suspicious activity, protect the Platform, verify transactions and enforce legal rights. Information may be disclosed to regulators, law enforcement agencies or fraud prevention providers where appropriate.
15. Data Retention
House Washing Melbourne retains information only for as long as reasonably necessary. Factors influencing retention include operational requirements, legal obligations, tax obligations, dispute resolution, fraud prevention and regulatory requirements. Information may be securely deleted, anonymised or archived when no longer required.
16. Security
House Washing Melbourne implements commercially reasonable safeguards including SSL encryption, secure hosting, access controls, authentication measures, monitoring systems and security procedures. Despite these measures, no method of storage or transmission can be guaranteed completely secure. Users provide information at their own risk.
17. Overseas Disclosure
Some service providers may store or process information outside Australia. Countries may include locations where our hosting, analytics, payment, communication or support providers operate. By using the Platform, you consent to such disclosures where reasonably necessary.
18. Access to Personal Information
You may request access to personal information held about you. Access requests may be refused where permitted by law. Requests should be submitted to clean@housewashingmelbourne.com.au.
19. Correction of Information
If personal information is inaccurate, incomplete or outdated, you may request correction. Reasonable steps will be taken to update information where appropriate.
20. Deletion Requests
You may request deletion of personal information. House Washing Melbourne may retain information where required for legal compliance, fraud prevention, tax obligations, contract enforcement and legitimate business purposes.
21. Complaints
If you believe House Washing Melbourne has breached privacy obligations, please contact clean@housewashingmelbourne.com.au. We will investigate and respond within a reasonable timeframe. If you remain dissatisfied, you may contact the Office of the Australian Information Commissioner (OAIC).
22. Third-Party Websites
The Platform may contain links to third-party websites. House Washing Melbourne is not responsible for the privacy practices of third parties. Users should review third-party privacy policies separately.
23. Children's Privacy
The Platform is not intended for individuals under eighteen (18) years of age. House Washing Melbourne does not knowingly collect personal information from children.
24. Business Transfers
If House Washing Melbourne undergoes sale, acquisition, merger, restructuring or asset transfer, personal information may form part of transferred business assets.
25. Changes to This Privacy Policy
House Washing Melbourne may amend this Privacy Policy at any time. Updated versions become effective upon publication on the Platform. Continued use of the Platform constitutes acceptance of the revised Privacy Policy.
26. Contact
House Washing Melbourne · Website: housewashingmelbourne.com.au · Email: clean@housewashingmelbourne.com.au