Privacy Policy

1What we collect

We collect personal information that is reasonably necessary to provide cleaning services and run our business:

• Identity and contact details: name, email address, phone number, service address
• Property and service details: bedrooms, bathrooms and other rooms, approximate floor area, pets, access instructions (such as key locations, codes or entry notes), hazards you disclose, service preferences and booking notes
• Photographs of work areas: before-and-after photographs of rooms and surfaces taken by Service Teams for quality assurance, taken so as to avoid people and personal documents
• Payment information: payments are processed by Stripe; we receive confirmation of payment, card type and the last digits of your card, but we do not store your full card number
• Communications: emails, SMS messages, call recordings or transcripts where notified, form submissions, reviews and survey responses
• Technical data: device, browser and usage information collected through our website via cookies and similar technologies, including analytics and advertising identifiers
• Service Team and applicant information: for the independent businesses that deliver our services and those applying to, we collect business and contact details, ABN, insurance certificates of currency, bank details for payment, references, and job performance records including completion photographs and ratings

You can choose not to provide certain information, but we may then be unable to provide services (for example, we cannot attend without a service address).

2How we collect it

Directly from you, when you request a quote, book, message us, or complete a form; automatically, through our website and booking system; from Service Teams, in the form of job reports and photographs; and from our service providers, such as payment confirmations from Stripe or lead details from advertising platforms where you have submitted an enquiry.

3Why we collect, hold and use it

• To provide quotes and instant pricing, take bookings, schedule services and process payments
• To dispatch services to Service Teams and enable them to attend and complete the work
• To verify service quality, administer guarantees, and investigate complaints or damage reports, including through before-and-after photographs
• To communicate with you about bookings: confirmations, reminders, arrival updates, receipts and follow-ups
• To send marketing communications where permitted, such as offers and service updates, which you can opt out of at any time
• To operate, secure and improve our website, systems and services, including analytics and advertising performance
• To recruit, vet, engage, pay and manage the performance of Service Teams
• To comply with our legal obligations, including tax, accounting and record-keeping

4Who we disclose it to

We disclose personal information only as needed to deliver services and run the business:

• Service Teams: the attending team receives your name, service address, access instructions, relevant booking notes and the service scope. Service Teams are independent businesses contractually bound to use this information solely to perform the service, to keep it confidential, and to delete it on request
• Software and service providers: our booking and scheduling platform (BookingKoala), client communication and marketing platform (LeadConnector/HighLevel), payment processor (Stripe), email and productivity provider (Google Workspace), accounting software, and website analytics and advertising platforms (such as Google and Meta) where you interact with our advertising
• Professional advisers and insurers, where reasonably necessary, such as in the assessment of a claim
• Government agencies or regulators where required or authorised by law

We do not sell personal information.

5Overseas disclosure

Some of our service providers store or process information outside Australia, including in the United States (for example Stripe, LeadConnector/HighLevel, BookingKoala, Google and Meta). Where information is disclosed overseas, we take reasonable steps to ensure providers handle it consistently with the APPs, including through providers' published privacy and security commitments.

6Photographs of your home

Before-and-after photographs of work areas are integral to how Marigold verifies quality remotely. They are timestamped, linked to the job record, used for quality assurance, guarantee administration and dispute resolution, and access is limited to Marigold and the attending Service Team.

We do not seek sensitive information. Service Teams are instructed to frame photographs to work areas only and to avoid capturing anything of a personal or sensitive nature; incidental capture is minimised and such images are not used beyond the job record.

Photographs are never used in marketing, social media or advertising without your separate, express consent, and you may withdraw that consent at any time.

7Marketing communications

We send marketing by email or SMS only in accordance with the Spam Act 2003 (Cth). Every marketing message identifies us and contains a functional unsubscribe. Service messages (such as booking confirmations and reminders) are not marketing and are sent as part of providing your service. You can opt out of marketing at any time by using the unsubscribe link, replying STOP to SMS, or emailing hello@marigoldhousecleaning.com.au.

8Cookies and website analytics

Our website uses cookies and similar technologies for essential site functions, analytics, and measuring advertising. You can control cookies through your browser settings; disabling some cookies may affect site functionality, including the booking form.

9Security

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure, including access controls and two-factor authentication on our systems, transport-layer encryption on our website and forms, payment processing handled by Stripe rather than stored by us, and confidentiality obligations on Service Teams. Access instructions such as codes and key locations are stored in our secured systems and shared only with the attending Service Team for the period needed.

10Retention

Access instructions, codes and key records are deleted or de-identified when your plan ends or on your request, whichever is earlier. We keep personal information only as long as needed for the purposes above and to meet legal obligations (for example, financial records are retained as required by tax law). Job photographs are retained while relevant to quality assurance and any live guarantee or dispute period, and are then deleted or de-identified in the ordinary course.

11Access, correction and deletion

You may request access to the personal information we hold about you, ask us to correct it, or ask us to delete information we are not required to retain. Contact hello@marigoldhousecleaning.com.au. We respond within a reasonable period, and if we refuse a request we will tell you why and how to complain.

12Data breaches

If a data breach occurs that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner in accordance with the Notifiable Data Breaches scheme.

13Complaints

If you have a privacy concern or complaint, contact us at hello@marigoldhousecleaning.com.au. We will acknowledge it within one business day and respond within 14 days. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or 1300 363 992.

14Changes and contact

We may update this Policy from time to time; the current version is always published at marigoldhousecleaning.com.au/privacy with its version date. Material changes will be highlighted on that page.