Privacy Policy

Renee's Cleaning Services is a sole-trader cleaning business operating in Townsville, Queensland, Australia.

Business name: Renee's Cleaning Services

ABN: 35 572 084 098

Email: reneescleaningservices.tsv@gmail.com

Phone: +61 439 548 477

Service area: Townsville and surrounding areas, Queensland

We collect only the information reasonably needed to respond to enquiries, prepare quotes, arrange bookings and provide cleaning services. This may include:

• Contact details — your name, phone number and email address.

• Enquiry and quote details — the cleaning service requested, preferred dates, property type, suburb or service address, number of rooms, property condition, selected extras, access information and any message you provide.

• Booking and service records — appointment details, communications, work requested, quote or invoice information and payment status. We do not store complete payment-card numbers in our website database.

• Photos and files — photographs you choose to upload with a booking or quote request. These may show rooms, belongings or property conditions, so please avoid including people, identification documents or other unnecessary private information.

• Meta and social-media leads — information you submit through a Facebook or Instagram lead form, Messenger conversation or other Meta service, such as your name, phone number, email address and requested service.

• Communications — emails, SMS messages, telephone notes, website messages, feedback, complaints and requests to access, correct or delete information.

• Technical and advertising information — device, browser, IP address, pages visited, referral information and conversion events that may be processed through website hosting, security tools, cookies or advertising measurement tags.

We generally collect personal information directly from you when you:

• submit a website enquiry, booking or quote request

• use our quote calculator or upload photos

• complete a Meta Lead Ad form on Facebook or Instagram

• contact us by phone, SMS, email, Messenger or social media

• accept a quote, book a service, pay an invoice or provide feedback

• ask another person to contact us on your behalf

If someone submits another person's details, including through a referral form, they should have that person's permission before doing so. Meta also handles information submitted through its services under Meta's own privacy terms.

We may use personal information to:

• respond to an enquiry and contact you about the service requested

• prepare, send and follow up a cleaning quote

• assess the likely time, equipment and price required for a job

• arrange, confirm, reschedule and deliver bookings

• send service messages, reminders, invoices and receipts

• maintain customer, quote, booking and accounting records

• respond to feedback, complaints, access requests or deletion requests

• prevent spam, fraud, misuse and security incidents

• measure website and advertising performance

• meet taxation, accounting, insurance and other legal obligations

Submitting an enquiry or quote request does not create a confirmed booking. We use the details to respond and discuss the request with you.

We may follow up an enquiry or quote request using the contact details provided because the communication relates to that request.

We will not add enquiry details to an unrelated marketing list merely because someone requested a quote. Where we send promotional email or SMS communications, we will do so with appropriate consent or where reasonably expected, and provide a simple way to opt out.

You can ask us to stop promotional communications at any time by replying “STOP”, using an unsubscribe option where provided, or emailing reneescleaningservices.tsv@gmail.com. Service messages about an active quote, booking, invoice or request are not promotional messages.

We do not sell, rent or trade customer personal information.

We may disclose limited information to service providers where reasonably necessary to operate the business, including:

• Base44 and hosting providers — website, database, file storage, security and application hosting

• Email and SMS providers — delivery of enquiry, quote, booking and service communications

• Payment providers — processing online payments where that option is used

• Meta — where you interact with our Facebook or Instagram advertising, lead forms, page or Messenger

• Advertising and measurement providers — measuring website visits and advertising conversions

• Professional advisers and authorities — accountants, insurers, legal advisers, regulators, courts or law-enforcement bodies where authorised or required

Each third-party provider handles information under its own terms and privacy practices. We disclose only what is reasonably necessary for the relevant service.

Some website, communication, payment, advertising and cloud-service providers may process or store information outside Australia. Their processing locations can change and may include the United States and other countries where those providers or their subcontractors operate.

We take reasonable steps to choose reputable providers and limit the information shared. You should also review the privacy terms of any third-party platform you use, including Meta, before submitting information through that platform.

We take reasonable steps to protect personal information against loss, misuse, unauthorised access, modification and disclosure. Measures may include access controls, account authentication, encrypted connections, platform security controls and restricted administrative access.

No internet service is completely risk-free. Please do not send passwords, payment-card details, identity documents, medical records or other unnecessary sensitive information through an enquiry form.

We keep information only for as long as reasonably needed for the purpose collected, business administration, dispute handling and legal recordkeeping. Enquiries that do not proceed may be retained for a reasonable follow-up and recordkeeping period. Quote, invoice and transaction records may be retained for the periods required by taxation or other laws. Uploaded photos are retained only while reasonably needed for quoting, service delivery, dispute resolution or legal requirements.

Our website and hosting platform may use cookies, local storage, security tools and advertising measurement tags. These technologies can process technical information such as IP address, browser or device details, pages visited, referring source and conversion events.

We currently use Google advertising measurement technology to help assess actions generated by advertising. Your browser settings may allow you to block or delete cookies, although some website functions may be affected.

Information collected directly by Google, Meta or another platform is also governed by that provider's privacy policy and account settings.

You may contact us to:

• ask what personal information we hold about you

• request access to, or correction of, your information

• ask us to delete information that is no longer reasonably required

• withdraw marketing consent or opt out of promotional communications

Email reneescleaningservices.tsv@gmail.com with enough information for us to locate the relevant record. We may need to verify your identity before providing, changing or deleting information.

We will respond within a reasonable period and aim to acknowledge a privacy request within 5 business days and provide an outcome within 30 days. We may need to retain some records where required by law or reasonably necessary for legal claims, fraud prevention, accounting or dispute resolution. If we cannot complete a request, we will explain why where reasonably possible.

If you believe we have mishandled your personal information, contact us first so we can investigate.

Email: reneescleaningservices.tsv@gmail.com

Subject: Privacy Complaint

Please explain what happened, the information involved and the outcome you are seeking. We aim to acknowledge complaints within 5 business days and provide a response within 30 days, although complex matters may take longer.

Depending on the circumstances and whether the Privacy Act 1988 applies, you may also be able to contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

Our website may link to Facebook, Instagram, Google Maps, payment services or other third-party sites. We do not control those services and are not responsible for their independent privacy practices. Review their privacy information before providing personal information.

We may update this Privacy Policy when our services, systems or legal obligations change. The current version will remain available at this URL and the “Last updated” date will be changed when the policy is revised.