privacy

This Privacy Policy explains what personal information AU Cleaning Service collects, why we collect it, who we share it with, how long we keep it, and the choices and rights you have. We have written it in plain language so that you can see exactly what happens to your details when you use our website or book a clean with us.

Summary

We collect only what we need to quote, book and carry out your clean: your name, phone number, the property address and the details of the job. Your email address is optional.
We do not sell, rent or trade your personal information. Ever.
We do not send marketing emails or marketing text messages.
We do not take payment through this website and we do not store card details on it.
Our visitor statistics do not store your IP address.
You can ask us at any time for a copy of your information, to correct it, or to delete it.

1. Who we are

AU Cleaning Service (ABN 99 657 509 529) ("we", "us", "our") provides residential and commercial cleaning services across Sydney, Melbourne and Canberra. We operate the website aucleaningservice.com.au.

We are responsible for the personal information described in this policy. For the purposes of the EU and UK General Data Protection Regulation (GDPR), we are the "data controller".

We handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth). Where the GDPR applies to you, we also meet the requirements set out in section 13 of this policy.

If you have any question about your privacy, contact us:

Email: [email protected]
Phone: 0468 490 764
Hours: 7am–7pm, 7 days

2. The information we collect

2.1 Information you give us

When you request a quote, make a booking, use our cleaning cost calculator or contact us, we collect:

Contact details: your name and phone number. Your email address is optional.
Property location: street address, suburb and postcode. If you tap "Use my location", we also receive the map coordinates of your device, and only after your browser asks your permission.
Job details: the service you want, property type, number of bedrooms and bathrooms, extras you select, whether there are pets at the property, key pick-up or drop-off arrangements, and your preferred date and time.
Business enquiries: business name, type of premises, floor area, cleaning days and preferred start date.
Your notes: anything you type into the message or notes box, such as access instructions.
Your agreement to our terms: the date and time you ticked the agreement box, and which documents you agreed to.

Please do not include sensitive information (for example, health details) in the notes box unless it is needed for us to do the job safely.

2.2 Information collected automatically

When you visit our website, we collect a limited amount of technical information:

Pages and actions: the pages you view and the steps you reach in the quote form.
Device type: whether you are on a phone, tablet or computer.
Approximate location: country, city, region and postcode area, estimated from your internet connection by our network provider, Cloudflare. This is not your street address and it is not GPS.
How you found us: the website that referred you, campaign details in the link you followed, and advertising click identifiers from Google, Meta or similar platforms.
An anonymised visitor code: to count visits without storing your IP address, we shorten your IP address, combine it with your browser type and convert the result into a one-way code. The code cannot be turned back into your IP address. If you send us a quote or booking request, this code is saved with it so that we can see which page or advertisement led to your enquiry.

Your full IP address is processed briefly for security: it is used for up to one hour to limit repeated form submissions, and it appears in our server logs, which are used to diagnose faults and block abuse.

2.3 Quote details you start but do not submit

We want to be open about this. Once you have entered your name and phone number in a quote form, the details you have typed so far are saved, even if you have not yet pressed the final button. We do this so that your quote is not lost if your connection drops, and so that we can contact you once to help you finish it.

If you do not want us to keep these details, tell us by phone or email and we will delete them.

2.4 Photos of our work

We may take before-and-after photos of cleaned areas as a record of the work. These photos do not include faces, personal documents or anything that identifies you or your address. We only use a photo in our gallery or marketing with your consent, and we describe its location by suburb and city only.

2.5 What we do not collect

We do not collect payment card details through this website.
We do not ask you to create an account or a password.
We do not ask for identity documents.
We do not knowingly collect sensitive information such as health, racial, religious or political information.

3. Why we collect your information

We use your information only for the purposes below. For visitors covered by the GDPR, the legal basis is shown for each purpose.

To prepare your quote and confirm your booking. We use your job details to calculate the price and your contact details to confirm it with you. Legal basis: taking steps at your request before entering into a contract, and performing that contract.
To carry out the clean. Our cleaners need the address, the job details, and any access or key arrangements. Legal basis: performing our contract with you.
To contact you about your job. We may call you, or message you by SMS or WhatsApp, to confirm times, arrival and any changes. Legal basis: performing our contract with you.
To send your booking confirmation and invoice. If you give us your email address, it is used for your booking confirmation, invoices and billing updates only. Legal basis: performing our contract with you.
To follow up an unfinished quote. Legal basis: our legitimate interest in responding to people who have started an enquiry with us. You can object at any time.
To keep business records. We keep booking and invoice records for tax, insurance and guarantee purposes. Legal basis: compliance with our legal obligations.
To understand and improve our website. We look at which pages are used and where visitors leave the quote form. Legal basis: our legitimate interest in running and improving our service.
To measure our advertising. We check which advertisements lead to enquiries so that we can spend our advertising budget sensibly. Legal basis: our legitimate interest in measuring our advertising, or your consent where the law in your country requires it.
To keep the website secure. We block spam, automated submissions and abuse. Legal basis: our legitimate interest in protecting our website and customers.
To use your device location. Only when you tap "Use my location". Legal basis: your consent.

If you choose not to give us your name, phone number or the property details, you can still browse the website and see prices, but we will not be able to confirm a booking.

We do not use your information to make automated decisions that have a legal or similarly significant effect on you. Prices on the website are calculated from the job details you select, and the final price is confirmed with you by a member of our team.

4. Cookies and browser storage

Cookies are small files stored by your browser. We use a small number of them.

4.1 Cookies we set

csrftoken — a security cookie that protects our forms against forged requests. Kept for up to 1 year.
city — remembers the city you chose (Sydney, Melbourne or Canberra) so that we show the right prices and pages. Kept for 1 year.
ab_… — remembers which version of a landing page you were shown, so the page stays consistent between visits. Kept for 30 days.
sessionid — used only when our own staff log in to manage bookings. It is not used for visitors.

4.2 Cookies set by Google and Meta

Google Analytics (_ga and _ga_…) — measures how the website is used. Kept for up to 2 years.
Google Ads (_gcl_au and similar) — records that an enquiry followed a click on one of our Google advertisements. Kept for up to 90 days.
Meta Pixel (_fbp) — records that an enquiry followed one of our advertisements on Facebook or Instagram. Kept for up to 90 days.

4.3 Browser storage

Session storage holds your progress through the quote form and the campaign details of the link you followed. It is cleared when you close the browser tab.
Local storage on our quote page holds the contact details you typed for up to 6 hours, so that you can continue where you left off. It is removed when you submit the form.

4.4 Your choices

You can block or delete cookies in your browser settings. The quote form will still work, although your chosen city may not be remembered.
You can stop Google Analytics with the Google Analytics opt-out add-on.
You can control personalised Google advertising at Google My Ad Center.
You can control Meta advertising in the ad preferences of your Facebook or Instagram account.

5. Analytics and advertising measurement

We advertise on Google and on Meta (Facebook and Instagram). To know whether an advertisement worked, our website tells those platforms when certain events happen:

Google Analytics and Google Ads receive page visits, the fact that a quote or booking request was submitted, its estimated value and an internal reference number. When you tap our phone number, Google Ads may record that a call was started from the website.
Google Ads enhanced conversions: when you submit a request, your email address and phone number are converted into a scrambled, one-way code (a "hash") in your own browser, and only that code is sent to Google. Google uses it to match your enquiry to an advertisement click. Your name and address are not sent.
Meta Pixel receives page visits, the type of job selected (for example the service, property type and number of rooms), and the fact that a booking request was submitted with its estimated value. We do not send your name, email address, phone number or street address to Meta.

Google and Meta may combine this information with what they already hold about you under their own privacy policies.

We do not sell your personal information. We share it only with the following, and only as far as each one needs it:

Our cleaners and vetted subcontractors, who receive the details needed to do your job: your name, contact number, address, job details and access arrangements. All cleaners are police-checked.
Amazon Web Services (AWS), which hosts our website and database.
Cloudflare, which protects our website from attacks and delivers it quickly. All traffic to our website passes through Cloudflare.
Google, for email delivery (Gmail), website analytics, advertising measurement and web fonts. Loading our fonts means your browser contacts Google's servers.
Meta, for advertising measurement, and WhatsApp if we message you there.
OpenStreetMap, which converts your device coordinates into a suburb, only when you tap "Use my location".
Professional advisers and insurers, such as our accountant or insurer, where needed for tax, a claim or a dispute.
Authorities, where the law requires us to disclose information.

If the business is ever sold or restructured, customer records may be transferred to the new owner, who will be bound by this policy.

7. Information sent outside Australia

Some of the providers listed above, including Google, Meta and Cloudflare, store or process information on servers outside Australia, including in the United States, the European Union and other countries where they operate.

We choose established providers that commit to recognised security and privacy standards. Where the GDPR applies, transfers outside the European Economic Area or the United Kingdom rely on the safeguards those providers maintain, such as the European Commission's Standard Contractual Clauses or the EU–US Data Privacy Framework.

8. How long we keep your information

Booking and invoice records: 7 years after the job, to meet tax, insurance and guarantee requirements.
Quotes and enquiries that did not become a booking: 12 months.
Unfinished quotes: 90 days.
Website visitor statistics: 90 days, after which only anonymous totals are kept.
Backups: we keep rolling daily backups, and information deleted from our live records drops out of the backups as they are replaced.

When a period ends, we delete the information or remove the details that identify you. You can ask us to delete your information sooner (see section 10).

9. How we protect your information

Encryption in transit: the whole website runs over HTTPS, so information you type is encrypted between your device and our servers.
Protected database: our database cannot be reached directly from the internet.
Restricted access: only authorised team members can see customer records, through a password-protected system. Passwords are stored in a scrambled form that we cannot read.
Change history: changes to booking records are logged, so we can see who changed what and when.
Spam and abuse protection: our forms limit repeated submissions and block automated requests.
No card details: we do not collect or store card details on the website.
Need-to-know sharing: cleaners receive only the details required for the job assigned to them.

No method of storing or sending information is completely secure. If a data breach occurs that is likely to cause you serious harm, we will tell you and the Office of the Australian Information Commissioner as quickly as possible. Where the GDPR applies, we will notify the relevant supervisory authority within 72 hours where required.

10. Your rights

You can ask us to:

Give you a copy of the personal information we hold about you.
Correct anything that is wrong, out of date or incomplete.
Delete your information. We will do so unless we must keep it by law, for example invoice records.
Stop contacting you about an unfinished quote or enquiry.

To make a request, email [email protected] or call 0468 490 764. There is no fee. We may ask you to confirm your identity, for example by confirming the phone number used for the booking, so that we do not give your information to someone else. We respond within 30 days.

You may deal with us without identifying yourself when you make a general enquiry. We need your name, phone number and property address to confirm a booking.

11. Marketing

We do not send marketing emails or marketing text messages, and we do not pass your details to anyone else for their marketing. The messages you receive from us are about your own quote or booking. If this ever changes, we will ask for your permission first, and every marketing message will include a simple way to opt out.

12. Children

Our services are intended for adults. We do not knowingly collect personal information from anyone under 18. If you believe a child has sent us their details, contact us and we will delete them.

Our services are provided in Australia. If the GDPR applies to our handling of your information, you also have the right to:

Restrict how we use your information while a concern is being resolved.
Object to any use that relies on our legitimate interests, including analytics, advertising measurement and follow-up of unfinished quotes.
Withdraw consent at any time, where we rely on your consent. This does not affect anything done before you withdrew it.
Receive your information in a portable format, or have it sent to another provider, where technically possible.
Complain to a supervisory authority in the country where you live or work. In the United Kingdom this is the Information Commissioner's Office.

We respond to these requests within one month.

14. Links to other websites

Our website may link to other websites, such as review platforms and social media. Those websites have their own privacy policies and we are not responsible for how they handle your information.

15. Complaints

If you are unhappy with how we have handled your personal information, please contact us first. We will acknowledge your complaint within 7 days and give you a full response within 30 days.

If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.

16. Changes to this policy

We may update this policy when our services or the law change. The date of the latest version is shown at the top of this page. If a change significantly affects how we use your information, we will make it clear on the website before it takes effect.

17. Contact us

AU Cleaning Service
ABN 99 657 509 529
Email: [email protected]
Phone: 0468 490 764
Hours: 7am–7pm, 7 days
Servicing Sydney, Melbourne and Canberra

Questions about any of this? Call 0468 490 764 or email [email protected].