On Call Carpet Cleaning (“we”, “us”, “our”) is committed to protecting your privacy. This Privacy Policy explains how we collect, use, store and disclose your personal information, and how we comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
By using our website, requesting a quote, or engaging our services, you consent to the collection and use of your information as described in this policy.
1. Information we collect
We only collect personal information that is reasonably necessary to provide our carpet, upholstery and related cleaning services. This may include:
- Your name, phone number, email address and postal or service address
- Details about the property and the services you require, such as room counts, carpet or fabric type, stains and access arrangements
- Booking, scheduling and service history
- Payment information, processed securely through our payment providers — we do not store full card details
- Before-and-after photographs of work areas, kept for quality records and, with your consent, used for marketing
- Information you provide when you contact us, leave a review or respond to a survey
- Technical information collected automatically when you visit our website (see “Cookies and website analytics”)
2. How we collect information
We collect personal information directly from you when you complete a quote or contact form on our website, call, SMS or email us, speak with our technicians on site, or engage us for a one-off or recurring service.
We may also collect information from third parties such as real estate agents, strata managers, property managers or facility managers who arrange cleaning on your behalf.
3. Why we collect and use your information
We use your personal information to:
- Prepare quotes and respond to enquiries
- Schedule, perform and follow up on cleaning services
- Issue invoices and process payments
- Maintain service records and honour our satisfaction guarantee
- Communicate with you about your booking
- Send you service reminders, offers or updates where you have consented
- Improve our services and website
- Meet our legal, insurance and tax obligations
4. Disclosure of your information
We may disclose your personal information to:
- Our employees and trained technicians who carry out the work
- Subcontractors and service partners engaged to deliver or support our services
- Payment processors, accounting and IT service providers
- The agent, landlord, strata or property manager who arranged the service — for example, to confirm an end-of-lease clean
- Government bodies, regulators or insurers where required or authorised by law
We do not sell your personal information to third parties.
5. Direct marketing
With your consent, we may send you marketing communications about our services and promotions by email, SMS or phone. You can opt out at any time by using the unsubscribe link, replying STOP, or contacting us directly, and we will action your request promptly.
6. Cookies and website analytics
Our website may use cookies and similar technologies to improve your browsing experience and understand how visitors use the site, for example through Google Analytics. You can disable cookies in your browser settings, although some features of the site may not function correctly as a result.
7. Storage and security of your information
We take reasonable steps to protect your personal information from misuse, loss, and unauthorised access, modification or disclosure. Information is stored in secured physical and electronic systems. We retain personal information only for as long as necessary to provide our services and meet our legal obligations, after which it is securely destroyed or de-identified.
8. Accessing and correcting your information
You may request access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date or incomplete. To make a request, contact us using the details below. We may need to verify your identity before providing access.
9. Overseas disclosure
Some of our third-party service providers, such as cloud or email platforms, may store data on servers located outside Australia. Where this occurs, we take reasonable steps to ensure your information is handled in accordance with the APPs. [If you do not use any overseas providers, this section can be removed.]
10. Complaints
If you believe we have breached your privacy or mishandled your personal information, please contact us first so we can investigate and respond. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
11. Changes to this policy
We may update this Privacy Policy from time to time. The current version will always be available on our website, with the “last updated” date shown below.
12. Contact us
Phone: 0451 881 886
Email: info@oncallcarpetcleaning.com.au
Service area: Greater Sydney Metro, NSW