Privacy policy

1. Who we are

Book My Cleaning Australia ("we", "us", "our") is a cleaning services business based in Melbourne, Victoria, operating the website bookmycleaning.com.au. We take your privacy seriously and handle personal information in line with the Australian Privacy Principles.

Our privacy contact is reached by email at info@bookmycleaning.com.au (please put "Privacy" in the subject line), or through the contact form.

2. What personal information we collect

• When you get a quote or book: your name, email address, phone number (if you give it), the property address and postcode, service and property details, access instructions, notes you add and how you chose to pay.
• If you create an account: the same details plus a password, which is stored only as a one-way encrypted hash. Nobody at Book My Cleaning can read it.
• When you pay by card: payments are processed by Stripe. We never see or store your full card number — we keep only the amount, date and Stripe's transaction reference.
• Photographs of the work: your cleaner may photograph rooms before and after the clean as a record of the work done (see section 6).
• Reviews and complaints: what you tell us about a clean, so we can respond and improve.
• If you apply to clean for us: contact details, work history, availability, ABN, work rights and National Police Check details. A police check is sensitive information and we only collect it with your consent.
• Automatically: your IP address, browser type and pages visited, used to keep the site secure, stop spam and fix problems.

You can browse the website and see prices without giving us any personal information. You may deal with us anonymously or using a pseudonym for general enquiries, but we need your real name, address and contact details to carry out a clean.

3. How we collect it

We collect personal information directly from you — through our website forms, your account, email, and when our cleaners attend your property. Occasionally we receive information from a third party, such as a real estate agent or property manager who books a clean on your behalf, or a business customer who gives us an on-site contact. Where that happens we take reasonable steps to make sure you know about it.

4. Why we collect and use it

• To quote for, book, carry out and follow up the cleaning services you ask for, including confirmations, reminders and giving your cleaner the details they need.
• To take payment, issue tax invoices and meet our record-keeping obligations under Australian tax law.
• To run the business safely: vetting cleaners, handling complaints and the 72-hour re-clean guarantee, preventing fraud and protecting our systems.
• To send you offers, cleaning tips and news — only if you have agreed (see section 5).
• To improve our website and services.

We only use your personal information for the purpose we collected it for, a related purpose you would reasonably expect, or where you have agreed or the law allows it.

5. Marketing emails and messages

We follow the Spam Act 2003. We only send marketing emails or SMS to people who have consented. There is a tick box when you book and when you create an account; it is never ticked for you.

Every marketing message identifies us and includes a working unsubscribe link. One click is enough, and we act on it within 5 working days. You can also reply to any email or write to info@bookmycleaning.com.au. Messages about a booking you have made — confirmations, reminders, invoices and receipts — are part of the service and are not marketing.

6. Photographs

Cleaners photograph the rooms they work in, before and after, so that you and we have a record of what was done (this is especially useful for end of lease inspections). We ask cleaners not to photograph people, personal documents or valuables. Images are kept at full size for 60 days and then reduced to a small copy for our records. They are available only to you, your cleaner and our office, and are never used in advertising without your written permission.

7. Who we disclose it to

Your cleaner receives only what they need to do the job: your name, the address, access instructions and any notes. We also use trusted service providers who handle information on our behalf:

• Hostinger — website and database hosting.
• Brevo — sending our emails and, if you agree, marketing messages.
• Stripe — card payment processing.
• Anthropic — only if you use the website chat assistant, to generate the replies.
• Google — maps links for our cleaners and, if enabled, website measurement.

We may also disclose information to a real estate agent or property manager where you ask us to (for example, to confirm a clean was completed), to our professional advisers and insurers, or where the law requires or authorises it.

We do not sell, rent or trade your personal information, ever.

8. Overseas disclosure

Some of our service providers store or process data outside Australia. Depending on the provider this may include the European Union, the United Kingdom, the United States, Singapore and other countries where they operate data centres. Before disclosing information overseas we take reasonable steps to make sure the recipient handles it consistently with the Australian Privacy Principles, including choosing providers with strong security and privacy commitments.

9. How we keep it secure

The site runs over HTTPS, passwords are hashed, staff access is limited by role, card details never touch our servers, and personal information is kept only as long as it is needed. No system is perfectly secure, but we take reasonable steps to protect your information from misuse, interference, loss, and unauthorised access, change or disclosure.

If a data breach is likely to result in serious harm to you, we will notify you and the Office of the Australian Information Commissioner (OAIC) as required by the Notifiable Data Breaches scheme.

10. How long we keep it

• Booking, invoice and payment records: at least 5 years, as Australian tax law requires.
• Enquiries that do not become a booking: 12 months.
• Before-and-after photographs: 60 days at full size, then a small copy.
• Marketing consent: until you withdraw it, plus a record of the withdrawal.
• Unsuccessful job applications, including police check details: 12 months, then destroyed.

When we no longer need information for any lawful purpose we securely delete or de-identify it.

11. Accessing and correcting your information

You can ask to see the personal information we hold about you, and ask us to correct anything that is inaccurate, out of date, incomplete or misleading. Most details can be updated yourself in your account. For anything else email info@bookmycleaning.com.au. We will respond within 30 days and will not charge you for making a request. If we refuse, we will tell you why in writing.

12. Cookies

We use only what the site needs to work: a sign-in cookie so your account stays open, and a small record of your last quote so the booking form remembers it. We do not use advertising cookies. If we add website measurement or advertising tools in future we will update this policy. You can block or clear cookies in your browser settings, although signing in will then not work.

13. Complaints

If you think we have mishandled your personal information, please email info@bookmycleaning.com.au with "Privacy complaint" in the subject line. We will acknowledge it within 5 working days and aim to resolve it within 30 days.

If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at www.oaic.gov.au.

14. Changes to this policy

We may update this policy from time to time. The current version is always on this page, with the date it was last updated.