Privacy Policy

Koop Cleaning Services respects the privacy of customers and prospective customers. The Privacy Act 1988 (Cth) and Australian Privacy Principles do not apply to every Australian small business, although some small businesses are covered in particular circumstances. Where those laws apply to our activities, we will comply with them.

Regardless, this policy describes the privacy standards we aim to follow when handling customer information.

Depending on how you interact with us, we may collect:

• full name, email address and, if you provide it, a mobile number;
• suburb, postcode and an optional property address;
• cleaning frequency, property condition, pets, add-ons and other service details;
• parking, property access information and other notes relevant to the quote or service;
• property photographs uploaded with a quote or sent through Messenger or email;
• quotes, bookings, communications, invoices, payments and service history where relevant; and
• technical website information that may be collected by website or service providers.

We generally collect information directly from you when you complete our quote form, upload or send photographs, contact us through Facebook Messenger, email or phone, request or accept a quote or booking, make a payment, or otherwise communicate with us about a cleaning service.

We may use personal information to:

• assess a property and prepare, send and discuss a cleaning quote;
• confirm whether a property is within our service area;
• plan the scope, time, access and practical requirements of a clean;
• communicate about quotes, bookings, reminders, changes, invoices and service matters;
• provide cleaning services and maintain appropriate business records; and
• manage complaints, safety issues, disputes, legal obligations and business security.

Photos supplied for a quote are used to understand the condition, size and cleaning requirements of the property and to help us prepare or discuss your quote or service.

If a photograph incidentally contains personal or sensitive information, we will only use it to the extent reasonably necessary for the purpose for which it was supplied or as required by law. You may ask us to delete quote photographs when they are no longer required, subject to any legal, insurance, dispute or record-keeping reason that requires us to retain them.

Parking details, gate information, access instructions and similar information are used only as reasonably necessary to quote, arrange or perform the service.

We recommend that alarm PINs, key-safe combinations and other high-risk security credentials are not included in an initial quote request unless genuinely required. Where possible, provide those details only after a booking has been confirmed.

We do not sell or rent customer personal information. We may disclose information where reasonably necessary to provide the requested service or operate the business, including to website, form-processing, email, cloud-storage, messaging, accounting or invoicing providers; workers or contractors who need the information; insurers, accountants, legal advisers or other professional advisers; and authorities where required or authorised by law.

At the date of this policy, services used by Koop Cleaning Services may include GoDaddy for website and hosting services, Google reCAPTCHA for form spam protection, Google Workspace for business email and cloud services, Google Analytics for website traffic and performance measurement, Meta/Facebook Messenger for customer messaging, and Xero for accounting or invoicing where relevant.

These providers operate under their own privacy terms and security arrangements.

Some technology providers operate internationally, so personal information may be processed or stored outside Australia. GoDaddy states that personal data may be transferred from Australia to other jurisdictions, including the United States. Other providers may use global infrastructure and processing locations may change.

Where Australian privacy law requires us to take steps in relation to overseas disclosures, we will take reasonable steps appropriate to the circumstances.

We take reasonable steps appropriate to a small cleaning business to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. Measures may include secure account access, multi-factor authentication, limiting access to people who need the information, using reputable service providers and securely deleting information when it is no longer required.

No internet transmission or storage system can be guaranteed to be completely secure. If a data breach occurs, we will assess and respond to it and make any notifications required by law.

We keep personal information only for as long as reasonably necessary for quoting, providing services, maintaining appropriate customer and accounting records, meeting tax, insurance or legal requirements, and handling complaints or disputes.

When information is no longer reasonably required, we will take reasonable steps to delete, destroy or de-identify it, subject to any legal or operational requirement to retain it.

We may contact you about your quote, booking, service, invoice, changes, reminders or other matters directly related to your enquiry or customer relationship. We will not use property photographs for marketing without permission.

If we send promotional communications, we will do so only where permitted and provide an appropriate way to opt out where required.

Our website may use cookies and similar technologies to help us understand how visitors use the site, measure website performance and improve the customer experience.

Analytics services may collect or generate technical and usage information such as pages viewed, general geographic location, browser and device information, traffic source and interactions with the website. We do not intentionally send analytics services the personal details entered into our quote form, such as your name, email address, phone number or property address.

Google reCAPTCHA is used on our quote form to protect against automated abuse. It collects hardware and software information and sends it to Google for analysis, subject to the Google Privacy Policy and Terms of Service.

You may contact us to ask what personal information we hold about you, request correction of inaccurate information, or ask us to delete information that is no longer required. We will respond within a reasonable period.

Some records may need to be retained for legal, accounting, insurance, safety or dispute-resolution reasons.

If you have a question or complaint about how we have handled your personal information, contact us at [email protected]. Please include enough information for us to understand the issue. We will review the matter and aim to respond within 30 days where reasonably practicable.

If the Privacy Act applies to the matter and you are not satisfied with our response, you may be able to contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

We may update this Privacy Policy from time to time to reflect changes to our website, quote process, service providers, business practices or legal obligations. The latest version will be published on our website with the date it was last updated.