About This Policy
Unseen Care (ABN 16 372 010 773) is committed to protecting your privacy in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This Privacy Policy explains how we collect, use, disclose and safeguard your personal information when you visit our website (unseencare.com.au), send us an enquiry, book a clean, or apply to work with us.
By using our website, submitting an enquiry or making a booking, you agree to the collection and use of your information as described in this policy.
What Information We Collect
When you send an enquiry (quote request or commercial enquiry): your name, email address, phone number, suburb, business name (for commercial enquiries), the service and property or premises details you tell us about, and anything you write in the message field.
When you book a clean:
- Your name, email address and phone number
- The address of the property to be cleaned
- Property details: bedrooms, bathrooms and condition
- The service, add-ons, date, time window and how often you want it
- How we get in, including any access notes you give us, such as where a key is left or a gate or lockbox code
- Any special instructions, and any discount code you use
- How you chose to pay, and what you have paid
Photos of the finished clean: our cleaners photograph key areas once they are done, such as the kitchen, bathrooms and inside the oven. These photos record the work and help settle any question about it. Cleaners are told never to photograph people, documents or valuables. Photos are reduced in size on the cleaner's phone before upload, which also removes the location data phones store in pictures.
Payments: card payments are handled by Stripe. To process a booking payment, Stripe receives your name, email address, phone number, the property address and the booking details, but not your access details or notes. We receive the amount and whether it succeeded. We never see or store your full card number.
When you apply to work with us: your name, email address, phone number, suburb, whether you have an ABN and, if you do, the ABN itself, experience, availability, transport, and your résumé if you attach one.
Technical information:
- Your IP address. We keep it only in a scrambled (hashed) form, to limit repeated submissions and protect our forms from abuse.
- Signals collected by Cloudflare Turnstile to check that a form is being submitted by a person rather than a bot.
- How you use our website (pages visited, device and browser type, and whether you completed a booking), collected through Google Analytics and Google Ads. See "Cookies & Similar Technologies" below.
How We Use Your Information
We use your information to:
- Respond to your enquiry or quote request
- Schedule and deliver your clean, including giving the cleaner doing it the details they need (see below)
- Take payment and issue invoices, and keep the business and tax records the law requires
- Send you emails about your booking: your confirmation, a reminder the day before your clean (if you paid a deposit) and a receipt when you pay the balance online, a request to confirm or cancel (for pay-on-the-day bookings), notices if your booking is moved or cancelled, a request for a review after your clean, and one reminder if you start paying online but do not finish
- Consider your application if you apply to work with us
- Protect our website and forms from spam, fraud and abuse
- Understand how our website is used and measure how our advertising performs
- Comply with legal obligations
We will not send you marketing emails without your consent.
How We Disclose Your Information
We do not sell, trade or rent your personal information. We share it only as follows.
The cleaners doing your job. The cleaners assigned to your clean, whether our staff or contractors, receive what they need to do it: your first name, phone number, the property address, property details, access notes, your instructions, the amount to collect on the day, and the checklist for your service. They receive this through a job sheet link, and sometimes by email. They do not receive your email address or your payment details. The job sheet link stops working a week after your clean.
Service providers who help us run the business, and who process information on our behalf:
- Netlify: hosts our website and stores enquiry and booking records, and photos of completed cleans
- Stripe: processes card payments and refunds
- Resend: delivers our emails
- Xero: our accounting system, where invoices and payments are recorded
- Google: address suggestions on our booking and job application forms (Google Maps), plus website analytics and advertising measurement (Google Analytics and Google Ads)
- Cloudflare: the Turnstile bot check on our forms
Legal requirements: we may disclose your information if required to by law or in response to valid legal process.
Overseas Disclosure
Several of the service providers above store or process information outside Australia, mainly in the United States, and some operate globally. Using our website and services therefore involves your information being disclosed overseas. We choose providers with established security and privacy practices and take reasonable steps to ensure they handle your information consistently with the Australian Privacy Principles.
Data Storage & Security
We take reasonable steps to protect your personal information from misuse, loss, unauthorised access, modification or disclosure. These include:
- Encrypting all traffic to our website (HTTPS)
- Requiring a password plus a code sent to our business email to access booking records (the code is asked for again at least every 30 days on each device)
- Making the links in our emails, such as the reschedule link and cleaners' job sheet links, long and random, and valid only for one booking
However, no method of transmission over the internet is 100% secure, and we cannot guarantee absolute security.
How long we keep it:
- Booking, payment and invoice records: at least five years, as Australian tax law requires
- Photos of a clean: deleted automatically 60 days after the clean (90 days for end of lease cleans, to cover the bond inspection)
- Enquiries that don't become a booking: deleted automatically 24 months after we receive them
- Job applications: for as long as needed to consider them
We also keep backup copies of booking and enquiry records: a copy is emailed to our business inbox each week. Access details are included in it only for cleans that are still to come. When information is no longer needed, we delete it or de-identify it, and you can ask us to delete yours at any time (see below).
Your Rights
Under the Australian Privacy Principles, you have the right to:
- Request access to the personal information we hold about you
- Request correction of inaccurate or out-of-date information
- Request deletion of your information (subject to legal obligations, such as keeping tax records)
- Opt out of any marketing communications
- Lodge a complaint if you believe your privacy has been breached
To exercise any of these rights, please contact us using the details below. We aim to respond within 30 days.
Cookies & Similar Technologies
Our website uses Google Analytics and Google Ads. They use cookies to understand how visitors use our site and to measure whether our advertising leads to bookings. Google may use this information in line with its own privacy policy, including for advertising.
We also store a small amount of information in your browser:
- Your progress through the booking form, in that browser tab only, so a refresh doesn't lose it. It is cleared when you finish.
- A note that you have already seen an offer pop-up, so it isn't shown again
- The reference and private link from a booking email, when you open its "change or cancel" page, in that browser tab only, so a refresh still works. It is cleared when you close the tab.
You can refuse or delete cookies in your browser settings. You can also opt out of personalised Google advertising at adssettings.google.com, and out of Google Analytics with Google's browser add-on at tools.google.com/dlpage/gaoptout. Some parts of our website may not work properly without cookies or browser storage.
Third-Party Links
Our website may contain links to third-party websites. We are not responsible for the privacy practices of those sites and encourage you to review their privacy policies before providing any personal information.
Changes to This Policy
We may update this Privacy Policy from time to time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically.
Contact Us
If you have any questions, concerns or complaints about this Privacy Policy or the way we handle your personal information, please contact us:
- Email:
- Phone: 0482 013 696
- Business: Unseen Care, Sydney NSW, Australia
- ABN: 16 372 010 773
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.