Privacy Policy | Deep Clean Group

This Privacy Policy sets out our commitment to protecting the privacy of personal information provided to us, or otherwise collected by us, offline or online, including through our www.deepcleangroup.com.au (Site) and through the Deep Clean mobile applications for iOS and Android (Apps). In this Privacy Policy we, us or our means LNTP Group Pty Ltd T/A Deep Clean Group and ABN 16 668 298 940. References to our Services include the Site, the Apps and the cleaning services we arrange through them.

The Apps have two kinds of account: customers, who book cleaning services, and cleaners, who accept and perform those jobs. Some of the information described in this Privacy Policy is collected only from one of those groups, and we say so where that is the case.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. You can delete your account and the personal information attached to it at any time — see Account and Data Deletion below.

Personal Information

The types of personal information we may collect about you include:

your name
images of you
your contact details, including email address, mailing address, street address and/or telephone number
your marital status and/or anniversary
your age and/or date of birth
your credit card details
your demographic information, such as postcode
your preferences and/or opinions
information you provide to us through customer surveys
details of products and services we have provided to you and/or that you have enquired about, and our response to you
your browser session and geo-location data, device and network information, statistics on page views and sessions, acquisition sources, search queries and/or browsing behaviour
information about your access and use of our Site, including through the use of Internet cookies, your communications with our Site, the type of browser you are using, the type of operating system you are using and the domain name of your Internet service provider
additional personal information that you provide to us, directly or indirectly, through your use of our Site, associated applications, associated social media platforms and/or accounts from which you permit us to collect information
any other personal information requested by us and/or provided by you or a third party

We may collect these types of personal information directly from you or from third parties.

Information We Collect Through Our Mobile Apps

This section describes specifically what the Deep Clean Apps collect, why we collect it, and which kind of account it applies to. It is intended to be read together with the general list above.

Account information — customers and cleaners

When you create an account we collect your name, email address, phone number, password and, if you choose to add one, a profile photo. We use this to create and secure your account, to identify you to the other party in a booking, and to contact you about your bookings.

Addresses — customers and cleaners

We collect the street addresses you save in the App — the homes or workplaces to be cleaned — together with the geographic coordinates (latitude and longitude) we derive from them. We use addresses to price a job, to show cleaners where a job is, and to get the cleaner to the right place.

Device location — customers and cleaners

With your permission, the App collects your device's approximate or precise location. Cleaners' location is used to find and show jobs near them and to set their job search area. Customers' location is used only to help fill in or select an address when booking. You can refuse or withdraw this permission in your device settings; if you do, you can still use the App, but you will need to enter addresses manually and cleaners will need to set a search area manually. We do not track your location in the background when the App is not in use.

Payment information — customers

Payments are processed by Stripe. Your card details are entered into and held by Stripe; we do not receive or store your card number. We store only the amount of the booking, its status, and the reference Stripe gives us for the payment, so that we can reconcile the booking, issue an invoice or receipt, and process any refund.

Bank and verification details — cleaners only

To pay cleaners for completed work we collect bank account details (account name, BSB and account number) and, where applicable, an ABN. To meet our obligations to customers and our insurers, we also collect verification documents from cleaners, which may include a resume, a police check and evidence of insurance. A police check is sensitive information under the Australian Privacy Principles, and we handle it as described under "How We Treat Personal Information That Is Also Sensitive Information" below. We collect these documents with the cleaner's consent, use them only to assess and maintain their eligibility to take jobs on the platform, and do not disclose them to customers.

In-app messages and photos — customers and cleaners

The App lets the customer and the assigned cleaner message each other about a booking, and attach photos. We store those messages and photos so the conversation is available to both parties. Our staff can view a booking's message transcript where necessary to resolve a dispute, investigate a complaint or safety concern, or comply with the law. A cleaner can only see the messages exchanged while they were the cleaner assigned to that booking. Please do not send payment details or other sensitive information through in-app chat.

Push notifications — customers and cleaners

If you allow notifications, we collect a push notification token for each device you sign in on, so that we can tell you about new bookings, job offers, status changes, messages and account updates. You can turn notifications off at any time in your device settings.

Booking, invoice and payment records — customers and cleaners

We keep a record of the bookings you make or perform, and the invoices, receipts, commissions and payout statements that go with them. We use these to provide the service, to support you, and to meet our tax and record-keeping obligations. See "Data Retention" below.

Technical and diagnostic information

We collect limited technical information from the App — such as device model, operating system version, App version and error or crash reports — to diagnose faults and keep the App working. Crash and error reports may include the screen you were on and the technical details of the fault.

Collection and Use of Personal Information

We may collect, hold, use and disclose personal information for the following purposes:

to enable you to access and use our Site, associated applications and associated social media platforms
to contact and communicate with you
for internal record keeping and administrative purposes
for analytics, market research and business development, including to operate and improve our Site, associated applications and associated social media platforms
to run competitions and/or offer additional benefits to you
for advertising and marketing, including to send you promotional information about our products and services and information about third parties that we consider may be of interest to you
to comply with our legal obligations and resolve any disputes that we may have
to consider your employment application
to create and administer your account in the Apps, and to verify and secure it
to arrange, price, schedule, match, perform and complete a cleaning booking, including disclosing the necessary details of a booking to the customer and the assigned cleaner
to take payment for a booking, issue invoices and receipts, process refunds, and pay cleaners their commissions and payouts
to enable messaging between a customer and their assigned cleaner about a booking
to send you operational push notifications and emails about your bookings, jobs, messages and account
to assess and maintain a cleaner's eligibility to accept jobs on the platform
to detect, investigate and prevent fraud, misuse, safety incidents and breaches of our terms
to diagnose faults, monitor errors and improve the reliability of the Apps

Disclosure of Personal Information to Third Parties

We may disclose personal information to:

third party service providers for the purpose of enabling them to provide their services, including (without limitation) IT service providers, data storage, web-hosting and server providers, debt collectors, maintenance or problem-solving providers, marketing or advertising providers, professional advisors and payment systems operators
our employees, contractors and/or related entities
our existing or potential agents or business partners
sponsors or promoters of any competition we run
anyone to whom our business or assets (or any part of them) are, or may (in good faith) be, transferred
courts, tribunals and regulatory authorities, in the event you fail to pay for goods or services we have provided to you
courts, tribunals, regulatory authorities and law enforcement officers, as required by law, in connection with any actual or prospective legal proceedings, or in order to establish, exercise or defend our legal rights
third parties, including agents or sub-contractors, who assist us in providing information, products, services or direct marketing to you. This may include parties located, or that store data, outside of Australia
third parties to collect and process data, such as Google Analytics or other relevant businesses. This may include parties that store data outside of Australia
Meta Platforms (Facebook and Instagram), through the Meta pixel on this website. The pixel tells us which of our pages you visited so that we can measure how well our advertising works and show our ads to people with similar interests. It does not run in our mobile apps. You can limit this at any time in your Facebook or Instagram ad settings, or by using your browser's tracking protection

We may store personal information overseas. Where we disclose your personal information to the third parties listed above, these third parties may also store, transfer or access personal information outside of Australia. Unless we seek and receive your consent to an overseas disclosure of your personal information, we will only disclose your personal information to countries with laws which protect your personal information in a way which is substantially similar to the Australian Privacy Principles and/or we will take such steps as are reasonable in the circumstances to require that overseas recipients protect your personal information in accordance with the Australian Privacy Principles.

Third Party Services Used by Our Mobile Apps

The Apps rely on the following third party service providers. Each receives only the information it needs to perform its function, and each handles that information under its own privacy policy as well as under our agreement with it. We do not sell personal information, and we do not share it with data brokers or with advertising networks for the purposes of advertising.

Stripe — payment processing. Your card details are entered into and held by Stripe, not by us. Stripe receives the payment amount, the booking reference and the details you enter at checkout, and uses them to process the payment and to meet its own legal and anti-fraud obligations.
Google (Firebase) — push notifications, and crash and error reporting. Firebase Cloud Messaging receives your device's push notification token and the notifications we send you. Our crash and error reporting receives technical details of faults in the App.
Google Maps and Google Places — address autocomplete and the maps shown in the App. When you search for or select an address, or when a job map is displayed, the address text and relevant location coordinates are sent to Google to return suggestions and map imagery.
Amazon Web Services — hosting, databases and file storage. Our application servers, database and uploaded files (including profile photos, chat photos and cleaner verification documents) are hosted by Amazon Web Services in its Sydney, Australia region.
Email and messaging providers — used to send account, booking and support emails to the address on your account.

Our primary data storage is located in Australia. Stripe and Google are global providers and may process or store information outside Australia, including in the United States. Where that occurs, we rely on the protections described under "Disclosure of Personal Information to Third Parties" above and take such steps as are reasonable in the circumstances to require those recipients to handle your personal information in accordance with the Australian Privacy Principles.

How We Treat Personal Information That Is Also Sensitive Information

Sensitive information is a subset of personal information that is given a higher level of protection under the Australian Privacy Principles. Sensitive information means information relating to your racial or ethnic origin, political opinions, religion, trade union or other professional associations or memberships, philosophical beliefs, sexual orientation or practices, criminal records, health information or biometric information.

We will use and disclose sensitive information only for:

any purposes you consent to
the primary purpose for which it is collected
secondary purposes that are directly related to the primary purpose for which it was collected, including disclosure to the above listed third parties as reasonably necessary to provide our services to you
to contact emergency services, or to speak with your family, partner or support person where we reasonably believe there is a serious risk to the life, health or safety of you or another person and it is impracticable for us to obtain your consent
if otherwise required or authorised by law

Your Rights and Controlling Your Personal Information

Choice and Consent

Please read this Privacy Policy carefully. By providing personal information to us, you understand we will collect, hold, use and disclose your personal information in accordance with this Privacy Policy. You do not have to provide personal information to us, however, if you do not, it may affect your use of this Site or the products and/or services offered on or through it.

Information from Third Parties

If we receive personal information about you from a third party, we will protect it as set out in this Privacy Policy. If you are a third party providing personal information about somebody else, you represent and warrant that you have such person's consent to provide the personal information to us.

Restrict

You may choose to restrict the collection or use of your personal information. If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by contacting us using the details below.

Access

You may request details of the personal information that we hold about you. An administrative fee may be payable for the provision of such information. In certain circumstances, as set out in the Privacy Act 1988 (Cth), we may refuse to provide you with personal information that we hold about you.

Correction

If you believe that any information we hold about you is inaccurate, out of date, incomplete, irrelevant or misleading, please contact us using the details below. We will take reasonable steps to correct any information found to be inaccurate, incomplete, misleading or out of date.

Deletion

You may delete your account, and the personal information attached to it, at any time from within the App, or by asking us to do it for you. See "Account and Data Deletion" below, or go straight to our account deletion instructions.

Complaints

If you believe that we have breached the Australian Privacy Principles and wish to make a complaint, please contact us using the details below and provide us with full details of the alleged breach. We will promptly investigate your complaint and respond to you, in writing, setting out the outcome of our investigation and the steps we will take to deal with your complaint.

Unsubscribe

To unsubscribe from our e-mail database or opt-out of communications (including marketing communications), please contact us using the details below or opt-out using the opt-out facilities provided in the communication.

Storage and Security

We are committed to ensuring that the personal information we collect is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the personal information and protect it from misuse, interference, loss and unauthorised access, modification and disclosure.

We cannot guarantee the security of any information that is transmitted to or by us over the Internet. The transmission and exchange of information is carried out at your own risk. Although we take measures to safeguard against unauthorised disclosures of information, we cannot assure you that the personal information we collect will not be disclosed in a manner that is inconsistent with this Privacy Policy.

Data Retention

We keep personal information only for as long as we need it for the purposes set out in this Privacy Policy, or for as long as we are required to keep it by law.

Account information (name, email address, phone number, password, profile photo, saved addresses) — kept while your account is open, and erased when your account is deleted.
In-app chat messages and photos — kept while your account is open, and erased when your account is deleted.
Push notification tokens — kept until the device is signed out or your account is deleted.
Cleaner bank details and verification documents — kept while the cleaner's account is open, and erased when the account is deleted.
Booking, invoice and payment records — retained for 5 years. Australian tax law requires businesses to keep records that explain their transactions for five years, and we must be able to substantiate the income we have received and the payouts we have made. After an account is deleted, these records are kept in a form that no longer identifies the person: they hold the service, date, amount, tax and payment reference, not your contact details.
Technical, crash and error logs — kept for a short operational period and then discarded.

We may keep information for longer where we are required or permitted to do so by law, or where it is reasonably necessary in connection with an actual or anticipated legal claim, dispute, complaint or investigation. When a retention period ends, we delete the information or put it beyond use. Copies of deleted information may remain in our routine encrypted backups for a limited period; those backups are overwritten on a rolling cycle and are not used to reinstate deleted accounts.

Account and Data Deletion

You can delete your Deep Clean account, and the personal information attached to it, at any time. Full step-by-step instructions are set out on our dedicated page: https://deepcleangroup.com.au/delete-account.html.

In summary:

In the App: open the App and sign in, tap the Account tab (labelled Settings for cleaners), tap Account, then tap Delete account and confirm. This takes effect immediately.
By email: if you no longer have the App, email support@deepcleangroup.com.au from the email address registered on the account, with the subject line "Delete my account". We will action verified requests within 30 days.
Upcoming bookings: we cannot delete an account while it still has an upcoming confirmed booking attached to it. Let the booking complete, or cancel it, and then delete the account.

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.

Deleting your Deep Clean account does not delete records that Stripe is separately required to keep as a payment provider. Deletion is permanent and cannot be undone; if you want to use Deep Clean again afterwards you will need to create a new account.

Cookies and Web Beacons

We may use cookies on our Site from time to time. Cookies are text files placed in your computer's browser to store your preferences. Cookies, by themselves, do not tell us your email address or other personally identifiable information. However, they do allow third parties, such as Google and Facebook, to cause our advertisements to appear on your social media and online media feeds as part of our retargeting campaigns. If and when you choose to provide our Site with personal information, this information may be linked to the data stored in the cookie.

We may use web beacons on our Site from time to time. Web beacons (also known as Clear GIFs) are small pieces of code placed on a web page to monitor the visitor's behaviour and collect data about the visitor's viewing of a web page. For example, web beacons can be used to count the users who visit a web page or to deliver a cookie to the browser of a visitor viewing that page.

Links to Other Websites

Our Site may contain links to other websites. We do not have any control over those websites and we are not responsible for the protection and privacy of any personal information which you provide whilst visiting those websites. Those websites are not governed by this Privacy Policy.

Amendments

We may, at any time and at our discretion, vary this Privacy Policy by publishing the amended Privacy Policy on our Site. We recommend you check our Site regularly to ensure you are aware of our current Privacy Policy.

Contact Details

For any questions or notices, please contact us at:

Deep Clean Group · ABN 16 668 298 940
App support, privacy requests and account deletion: 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