Privacy Policy - Footscray Carpet Cleaners

Footscray Carpet Cleaners is committed to protecting the privacy and personal information of all customers in the Footscray area. This Privacy Policy explains how we collect, use, store, share, and protect personal information when we provide carpet cleaning and related services. It applies to all Footscray Carpet Cleaners customers in the area, including residential and commercial clients, prospective customers, and anyone who interacts with us in relation to an enquiry, booking, or service request.

We handle personal information in accordance with applicable privacy and data protection laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and where relevant, the General Data Protection Regulation (GDPR). This policy aims to explain our practices in clear and simple terms.

1. Information We Collect

We collect only the personal information that is reasonably necessary for us to provide our services, manage customer relationships, and operate our business. The information we may collect includes:

Identity details such as your name, business name, or authorised representative details.
Contact information such as phone number, email address, and service address.
Service details such as booking times, cleaning preferences, property access requirements, and information about the carpets or surfaces to be cleaned.
Billing and payment information such as invoicing details, payment status, and transaction records.
Communication records including emails, call notes, text messages, complaints, feedback, and service confirmations.
Technical information where relevant, such as basic website or device information if you submit an enquiry online.

In some cases, we may collect additional information that is voluntarily provided by you, for example access instructions, special cleaning concerns, or details about stains, allergies, or sensitivities that may affect service delivery. Where possible, we encourage you to avoid sharing information that is not necessary for the service.

2. How We Collect Information

We collect personal information directly from you whenever practical. This may happen when you:

request a quote or make an enquiry;
book or reschedule a service;
communicate with us by phone, email, text, or in writing;
provide information during a service visit;
leave feedback or make a complaint;
make a payment or ask for an invoice.

We may also receive information from third parties where necessary, such as property managers, landlords, tenants, referral partners, or payment providers. If we receive personal information from someone else, we treat it in the same way as information collected directly from you.

3. Why We Collect, Use, and Disclose Personal Information

We use personal information only for lawful and legitimate business purposes. These include:

providing carpet cleaning and related services;
processing bookings and service requests;
communicating with customers about appointments, quotes, and service updates;
issuing invoices, processing payments, and managing accounts;
responding to questions, complaints, or disputes;
maintaining internal records and service history;
improving our services, training staff, and quality assurance;
meeting legal, tax, accounting, and regulatory obligations;
preventing fraud, misuse, or unlawful activity;
where permitted, sending relevant service-related notices or follow-up information.

We do not sell personal information. We will only disclose information where necessary for the purposes described in this policy, where required by law, or where you have authorised us to do so.

4. Lawful Basis for Processing

For customers whose information is processed under GDPR principles, we rely on one or more of the following lawful bases:

Contract – processing is necessary to provide requested services, manage bookings, and fulfil our obligations to you.
Legal obligation – processing is necessary to comply with taxation, accounting, consumer, safety, or other legal requirements.
Legitimate interests – processing is necessary for our legitimate business interests, such as service improvement, record keeping, fraud prevention, and customer support, provided these interests do not override your rights and freedoms.
Consent – in limited circumstances, we may rely on your consent, for example for optional communications or the handling of certain sensitive details you choose to provide.

Where consent is relied upon, you may withdraw it at any time. This will not affect the lawfulness of processing carried out before withdrawal.

5. Sharing Information with Processors and Third Parties

We may share personal information with trusted service providers who help us operate our business. These recipients may act as processors or service providers and may process information only on our instructions and for the specified purpose. Examples include:

payment processing providers;
accounting, bookkeeping, and tax service providers;
customer communication and scheduling systems;
IT support, cloud storage, and data security providers;
professional advisers such as accountants, lawyers, or insurers;
subcontractors or technicians engaged to assist with service delivery;
government bodies, regulators, or law enforcement where legally required.

We take reasonable steps to ensure that any processor or third party with access to personal information maintains appropriate confidentiality, security, and data protection standards. If personal information is transferred outside Australia or the relevant jurisdiction, we will take steps to ensure adequate protection consistent with applicable legal requirements.

6. Data Retention

We keep personal information only for as long as it is needed for the purpose for which it was collected, or as required by law. Retention periods may vary depending on the type of information and the reason for holding it.

Customer and service records are generally retained for the period necessary to manage the business relationship and resolve any queries or disputes.
Financial and tax records are retained for the period required by applicable accounting and tax laws.
Communication records may be retained for quality assurance, complaint handling, and service history.
Security or incident records are retained for as long as needed to investigate, resolve, or defend a claim.

When information is no longer required, we will take reasonable steps to securely delete, de-identify, or destroy it. We do not keep personal information indefinitely without a lawful reason.

7. Security of Personal Information

We use reasonable physical, technical, and organisational measures to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. These measures may include access controls, secure storage, password protection, staff confidentiality expectations, and limited access to records on a need-to-know basis.

Although we take precautions, no system can be guaranteed completely secure. If a data breach occurs and is likely to result in serious harm, we will respond in accordance with applicable data breach notification requirements.

8. Your Rights

Depending on the law that applies to your information, you may have the following rights:

Access – you may request confirmation of whether we hold personal information about you and request a copy of that information.
Correction – you may ask us to correct inaccurate, incomplete, or outdated information.
Deletion – in certain circumstances, you may request deletion of your information, subject to legal and operational retention requirements.
Restriction – you may ask us to limit the way we use your information in certain situations.
Objection – you may object to processing based on legitimate interests, where applicable.
Portability – where required by law and technically feasible, you may request a copy of certain data in a structured format.
Withdraw consent – if processing is based on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we will take reasonable steps to verify your identity before acting on the request. We may decline a request where permitted or required by law, such as when records must be retained for legal or contractual reasons.

9. Complaints

If you have concerns about how your personal information has been handled, you may raise a complaint with us. We will review the issue and respond within a reasonable timeframe. If you are not satisfied with the outcome, you may have the right to complain to the relevant privacy regulator or data protection authority.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal obligations, or operational needs. The latest version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically.

Our Commitment

Footscray Carpet Cleaners recognises the importance of keeping personal information safe and using it responsibly. We aim to handle data in a fair, transparent, and lawful manner, and to respect the privacy rights of every customer we serve in the Footscray area. Your trust matters to us, and we are committed to maintaining it through careful and compliant information handling.