This page explains how to delete your Deep Clean account and the personal data associated with it. It applies to both account types in the Deep Clean mobile apps for iOS and Android: customers who book cleans, and cleaners who accept jobs. You do not need to sign in to read this page.
Option 1 — Delete your account in the app
You can delete your account yourself, at any time, from inside the Deep Clean app:
- Open the Deep Clean app and sign in.
- Tap the Account tab in the bottom navigation bar. (If you are a cleaner, this tab is labelled Settings.)
- Tap Account to open your account details.
- Scroll to the bottom and tap Delete account.
- Confirm when prompted. The action cannot be undone.
Option 2 — Ask us to delete your account by email
If you have already uninstalled the app, or you cannot sign in, you can ask us to delete your account instead. Send an email to support@deepcleangroup.com.au with the subject line Delete my account.
Please send the request from the email address registered on the account, so that we can confirm the request is genuine. Tell us whether the account is a customer account or a cleaner account. We will action verified requests within 30 days of receiving them, and we will email you to confirm once the account has been deleted. We may contact you to verify your identity before we proceed; we will not delete an account on the instruction of someone we cannot verify as its owner.
Before you delete: upcoming bookings
We cannot delete an account while it still has an upcoming confirmed booking attached to it — as a customer who has booked the clean, or as the cleaner assigned to it. If you try, the app will tell you that the account has upcoming bookings and the deletion will not proceed.
To continue, either let the booking take place and be completed, or cancel it first, and then delete your account. Cancelling a booking may attract a cancellation fee under our terms.
What is erased when your account is deleted
Deleting your account erases your name, email address, phone number, profile photo, saved addresses, chat messages and photos, and push notification tokens, and — if you are a cleaner — your bank details and verification documents; your booking, invoice and payment records are retained for 5 years as required by Australian tax law, in a form that no longer identifies you.
Set out item by item, we erase:
- your name, email address and phone number;
- your password;
- your profile photo;
- your saved addresses, including their geocoded coordinates;
- your in-app chat messages with cleaners or customers, including any photos attached to them;
- your push notification tokens, so the app can no longer send notifications to your devices;
- if you are a cleaner: your bank details held for payouts (account name, BSB, account number and ABN); and
- if you are a cleaner: your verification documents (resume, police check and insurance certificates).
We do not hold your card number. Card details are entered into and held by Stripe, our payment processor; we store only the amount of each booking and Stripe's reference for the payment. Deleting your Deep Clean account does not delete records that Stripe is separately required to keep as a payment provider.
What is kept, and why
We keep booking, invoice and payment records for 5 years, because Australian tax law requires businesses to retain records of their transactions for that period. These records are kept in a form that no longer identifies the person who made or performed the booking: they hold the service, date, amount, tax and payment reference, not your contact details.
We may also keep information for longer where we are required or permitted to do so by law — for example, where it is needed for an ongoing legal claim, dispute or investigation. Once a retention period ends, the records are deleted.
How long deletion takes
- In the app: deletion takes effect immediately. Your account is closed, you are signed out, and you can no longer sign in with those credentials.
- By email: within 30 days of us receiving and verifying your request.
Copies of deleted data may persist in our routine encrypted backups for a short period after deletion. Those backups are overwritten on a rolling cycle and are not used to restore deleted accounts.
Deleting individual information without closing your account
You do not have to delete your whole account to remove some information. In the app you can edit your name, phone number and profile photo, and you can delete a saved address (unless it is attached to an upcoming booking). You can also ask us to correct or delete specific information by contacting us at the address below. Our Privacy Policy explains your access and correction rights, and how to make a privacy complaint, in full.
Contact Details
For account deletion requests and any questions about this page, please contact us at:
Deep Clean Group · ABN 16 668 298 940
Account deletion and support: support@deepcleangroup.com.au
Phone: 0491 175 435
- Perth: Level 3, 1060 Hay St, West Perth WA 6005
- Melbourne: Level 14, 333 Collins St, Melbourne VIC 3000
- Sydney: Level 12, 347 Kent St, Sydney NSW 2000