Privacy Policy

2.1 We aim to handle personal information in a clear, careful and reasonable way. Where the Privacy Act 1988 (Cth) and the Australian Privacy Principles apply to us, we will comply with those requirements. Where they do not strictly apply, we may still choose to follow privacy practices that are consistent with those principles as a matter of good business practice and customer trust.

2.2 A privacy policy should explain, in simple language, how personal information is handled. This draft is structured to make the policy easier to read, while retaining the core content usually found in service-based privacy policies.

3.1 We collect different types of information for the purpose of providing, coordinating, supporting, improving and administering our website, bookings and related services.

3.1 Customer identity and contact details

• First name and last name;
• email address;
• phone number;
• residential or service address;
• suburb, city, state, postcode and country;
• preferred method of contact;
• account login details, if you create an account; and
• communications you send to us by email, form, SMS, phone, social media or other channels.

3.2 Booking and service information

• Type of service requested, such as regular, casual, spring, vacate, move-in or move-out cleaning;
• selected hours, frequency, preferred date and time;
• selected extras such as oven cleaning, fridge cleaning, inside windows, inside cabinets, laundry folding or other add-ons;
• home size, rooms, bathrooms, property type and service priorities;
• access instructions, parking instructions, gate codes, lockbox details, alarm instructions or key handling notes, where provided;
• pets at the property and any special instructions relating to them;
• notes about fragile items, special surfaces, hazards, customer-provided products or areas requiring care;
• booking history, cancellations, reschedules, recurring service details and service feedback; and
• complaints, quality-control records, before-and-after information, and any evidence provided in relation to service issues.

3.3 Payment and transaction information

• Whether payment is made directly to a Provider or through a payment system arranged by Hush & Home;
• booking amounts, fees, commissions, refunds, credits, payment status and invoice references;
• limited payment-related information supplied by a third-party payment processor, if one is used; and
• we should not store complete card numbers unless this is handled by a compliant third-party payment processor.

3.4 Provider and contractor information

• 3.4.1 If you are an independent Provider, cleaner, contractor, applicant or business partner, we may collect information such as:
• name, contact details, ABN, business name and address;
• identity, right-to-work, police check or background check information where required;
• insurance, qualifications, references, service area and availability;
• booking history, customer feedback, conduct reports and payment records;
• bank details or payment details for business administration, where applicable; and
• contractor agreement records, onboarding records and operational communications.

3.5 Usage data and technical information

• 3.5.1 When you access or use our website or digital services, we may collect usage data. Usage data may include:
• IP address;
• browser type and browser version;
• device type, operating system and unique device identifiers;
• pages visited, time and date of visits, time spent on pages and navigation behaviour;
• referral source and search terms;
• diagnostic, performance and error information; and
• cookies and similar tracking technologies.

4.1 We may collect personal information directly from you when you:

• visit our website;
• submit a booking enquiry or booking form;
• create or use a customer account or portal;
• contact us by phone, email, SMS, web form, social media or other communication method;
• provide instructions, feedback, reviews, complaints or photos;
• use our booking system, online forms, messaging tools or payment system;
• apply to work with us as a Provider or contractor; or
• otherwise interact with Hush & Home.

4.2 We may also collect information from third parties where it is reasonably necessary for our business, including independent Providers, payment processors, analytics providers, booking platforms, background check providers, referees, professional advisers or publicly available sources.

5.1 We use personal information for the purposes for which it was collected and for related business purposes. These purposes include:

• providing, improving and maintaining our website and booking services;
• responding to booking enquiries and customer communications;
• matching Customers with suitable independent Providers;
• confirming, rescheduling, cancelling or administering bookings;
• sharing necessary booking information with assigned Providers;
• supporting Customers and Providers before, during and after a booking;
• sending booking confirmations, reminders, updates and service-related notices;
• processing or recording payments, commissions, invoices, credits or refunds;
• managing complaints, service concerns, damage claims, quality-control issues or disputes;
• maintaining customer accounts, saved details, booking history and preferences;
• checking Provider suitability, onboarding Providers and managing Provider relationships;
• improving our website, customer experience, pricing, availability and services;
• conducting analytics, troubleshooting, security monitoring and fraud prevention;
• sending marketing communications where permitted and where you have not opted out;
• complying with legal, tax, accounting, insurance, regulatory or dispute-resolution requirements; and
• protecting the rights, safety and property of Customers, Providers, Hush & Home and others.

6.1 Where the Customer pays the Provider directly for cleaning services, Hush & Home may still collect information about the booking, the amount quoted or payable, the service performed, feedback, complaints, and any coordination or platform fee payable by the Provider to Hush & Home.

6.2 We may share Customer information with a Provider to allow the Provider to perform the service. This may include the Customer's name, address, contact details, access instructions, selected service, selected extras, preferred date and time, pets, priorities and safety notes.

6.3 Providers must only use Customer information for the purpose of performing the booking and complying with their obligations. Providers should not use Customer information for unrelated marketing, private arrangements, or any purpose not authorised by Hush & Home or the Customer.

6.4 Customers should not provide highly sensitive personal information, valuables information, security information or private documents to a Provider unless it is genuinely necessary for the service.

7.1 We do not sell your personal information. We may disclose personal information where reasonably necessary for the purposes described in this policy.

7.2 We may disclose personal information to:

• independent Providers assigned or considered for a booking;
• booking, scheduling, website, hosting, cloud, email, messaging, CRM and database providers;
• payment processors, invoicing platforms, accountants, bookkeepers and tax advisers;
• background check, identity verification or compliance service providers;
• insurers, brokers, legal advisers, debt recovery agents or dispute-resolution bodies;
• analytics, advertising and marketing service providers;
• law enforcement, regulators, courts or government authorities where required or authorised by law;
• a purchaser, successor or adviser in connection with a proposed or actual business sale, restructure, merger or transfer; and
• other parties with your consent or where reasonably necessary to protect rights, safety, property or legitimate business interests.

8.1 We may disclose personal information where we believe in good faith that disclosure is necessary to:

• comply with a legal obligation;
• protect and defend the rights or property of Hush & Home;
• prevent or investigate possible wrongdoing in connection with our website, bookings or services;
• protect the personal safety of Customers, Providers, staff, contractors, users or the public;
• protect against legal liability;
• assist with an insurance claim, police report, court process or regulatory request; or
• enforce our Terms and Conditions, Provider agreements or other contractual rights.

9.1 We may use cookies and similar tracking technologies to operate and improve our website and digital services.

9.2 Cookies are small files that may include an anonymous unique identifier. Cookies may be sent to your browser from a website and stored on your device.

9.3 We may use cookies and similar technologies for purposes including:

• website functionality;
• remembering preferences;
• security and authentication;
• analytics and performance measurement;
• understanding how visitors use the website;
• improving booking flows and user experience; and
• marketing or advertising, if used.

9.4 You can instruct your browser to refuse cookies or to indicate when a cookie is being sent. If you do not accept cookies, some parts of our website or booking system may not function properly.

10.1 We may use third-party analytics services to monitor and analyse website use.

10.2 For example, we may use Google Analytics, Firebase, Google Tag Manager, Meta Pixel, or similar tools. These services may collect information such as device information, IP address, pages visited, time spent on pages, referral source and other usage data.

10.3 Analytics providers may use collected data to track and monitor website use, prepare reports, improve their services, or show relevant advertising according to their own privacy policies and settings.

10.4 You may be able to opt out of some analytics or advertising tracking through browser settings, device settings, provider opt-out tools or cookie controls if offered on our website.

11.1 If we provide a customer portal or account area, we may use personal information to allow you to:

• log in securely;
• view booking history and upcoming bookings;
• repeat, reschedule or cancel bookings;
• save addresses and preferences;
• manage invoices, credits or records;
• submit notes, priorities and feedback; and
• communicate with Hush & Home about services.

11.2 You are responsible for keeping your login details secure and for notifying us if you believe your account has been accessed without authorisation.

12.1 We may receive or collect photos, videos, notes or other evidence relating to a service, especially for quality control, complaints, disputes, access issues, damage claims, safety concerns or before-and-after records.

12.2 We will not intentionally publish photos of your home, personal belongings, family members, identifying address details or private areas for marketing without consent.

12.3 If you provide a review, testimonial or feedback, we may use it for business purposes, but we will take reasonable steps not to publish your full address or unnecessary identifying information without consent.

13.1 We may use your contact details to send service updates, booking reminders, customer support messages, account notices and important operational communications.

13.2 We may also send marketing communications, promotions, service updates or newsletters where permitted by law and where you have not opted out.

13.3 You may unsubscribe from marketing communications at any time by using the unsubscribe link, adjusting your preferences or contacting us. Even if you opt out of marketing, we may still send non-marketing communications relating to bookings, accounts, safety, payments or legal matters.

14.1 We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

14.2 Security measures may include access controls, password protection, secure hosting, restricted administrative access, staff or Provider confidentiality obligations, data minimisation and secure third-party systems.

14.3 However, no method of transmission over the internet or electronic storage is completely secure. We cannot guarantee absolute security.

14.4 You should avoid sending highly sensitive information by insecure channels unless necessary.

15.1 We retain personal information for as long as reasonably necessary for the purposes for which it was collected, including booking administration, customer support, Provider management, accounting, tax, insurance, legal, dispute-resolution and business record-keeping purposes.

15.2 When personal information is no longer needed, we will take reasonable steps to destroy, delete or de-identify it, unless we are required or authorised by law to retain it.

16.1 Some of our service providers may store or process information outside Australia. This may include website hosting, cloud services, email platforms, analytics tools, payment processors, booking platforms or customer support systems.

16.2 Where we disclose personal information to overseas recipients, we will take reasonable steps, where required, to ensure that personal information is handled appropriately and in a way that is consistent with applicable privacy obligations.

17.1 You may contact us to request access to personal information we hold about you, or to ask us to correct information that is inaccurate, incomplete or out of date.

17.2 We may need to verify your identity before providing access or making corrections.

17.3 We may refuse access or correction in certain circumstances permitted by law, but if we do so, we will explain our reasons where required or appropriate.

18.1 You may request that we delete or de-identify personal information we hold about you. We will consider such requests in accordance with applicable law and our legitimate business, legal, tax, insurance and dispute-resolution obligations.

18.2 If you close your account, we may still retain certain information where required for legal, accounting, taxation, fraud prevention, insurance, complaints, dispute resolution or business record purposes.

19.1 Our website, booking system and services are not directed to children under 18 years of age.

19.2 We do not knowingly collect personal information from children. If you believe a child has provided us with personal information without appropriate consent, please contact us so we can take appropriate steps.

20.1 Our website may contain links to third-party websites, booking tools, payment processors, social media pages or other external services.

20.2 We are not responsible for the privacy practices, content or security of third-party websites or services. You should review the privacy policy of each third-party website or service you use.

21.1 If we become aware of a privacy or data security incident, we will assess the incident and take reasonable steps to contain it, investigate it and reduce any risk of harm.

21.2 Where required by law, we will notify affected individuals and/or the relevant regulator.

22.1 If you have a question or complaint about how we handle personal information, please contact us using the details below.

22.2 We will aim to respond within a reasonable time. We may ask for further information to understand and resolve your concern.

22.3 If you are not satisfied with our response and the Privacy Act applies, you may be able to contact the Office of the Australian Information Commissioner or another relevant authority.

23.1 We may update this Privacy Policy from time to time. The updated version will be published on our website with the updated date.

23.2 Changes take effect when published unless stated otherwise.

23.3 We encourage you to review this Privacy Policy periodically.

• For privacy questions, access requests, correction requests or complaints, please contact:
• Hush & Home Cleaning; Phone: 0492 911 056; Website: https://www.hush-home.com.au; Address: Perth, Western Australia
• For account or Facebook login data deletion requests, please visit our User Data Deletion page.