Privacy Policy

Calibre Cleaning (“Calibre Cleaning”, “we”, “us” or “our”) provides residential and commercial cleaning services in Melbourne, Australia. We are committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This policy explains what personal information we collect, how we use and disclose it, how we keep it secure, and how you can access, correct or complain about the handling of your information. It applies to information we collect when you book a service, contact us, or otherwise interact with us.

1. Information we collect

The personal information we collect depends on how you deal with us. It may include:

• Contact details — your name, email address, phone number and postal/billing address.
• Service and property details — the address where cleaning is performed, access instructions, property size, the services and extras you select, scheduling preferences and any notes you provide.
• Booking and account history — your past and upcoming bookings, frequency and pricing, and communications with us.
• Payment information — card details are collected and stored by our payment processor (Stripe); we do not store full card numbers ourselves. We may retain a tokenised reference and limited details (such as the card brand and last four digits).
• Communications — the content of emails, SMS messages, phone calls and messages you exchange with us, including for support and quality purposes.
• Technical information — when you use our website or booking form, we may collect your IP address, browser type and usage information through cookies and similar technologies.

If you do not provide the information we request, we may be unable to provide you with a quote, complete your booking, or deliver our services.

2. How we collect your information

We collect personal information directly from you — when you complete our online booking form, request a quote, create an account, contact us by phone, email or SMS, or use our services. We may also collect information from third parties where you have authorised this or it is otherwise permitted by law, such as referral partners or our service platforms.

3. Why we collect and how we use your information

We collect, hold and use your personal information to:

• provide quotes and process and manage your bookings;
• schedule, dispatch and deliver cleaning services to your property;
• process payments, holds and refunds, and issue invoices and receipts;
• communicate with you about your bookings, including confirmations, reminders and changes;
• respond to your enquiries, feedback and complaints, and provide customer support;
• operate, maintain and improve our services and our business;
• comply with our legal and regulatory obligations; and
• with your consent, send you offers and updates about our services (you can opt out at any time).

4. Disclosure of your information

We may disclose your personal information to:

• Our cleaners and cleaning teams — including contracted teams — so they can attend your property and perform the booked services. They receive only the details needed to do this, such as the service address, access instructions and job notes.
• Payment processors — Stripe, to securely process card payments.
• Communication providers — email and SMS providers (such as Twilio) that we use to send booking confirmations, reminders and messages.
• Accounting and business service providers — such as Xero, for invoicing, payments to teams and bookkeeping.
• Professional advisers and authorities — where required or authorised by law, or to protect our rights, property or safety or that of others.

We do not sell your personal information. Where we engage service providers, we take reasonable steps to ensure they handle your information consistently with this policy and the APPs.

5. Overseas disclosure

Some of our service providers (including Stripe and other technology providers) may store or process information on servers located outside Australia, including in the United States and other countries. Where this occurs, we take reasonable steps to ensure your information is handled in accordance with the APPs.

6. Security of your information

We take reasonable steps to protect your personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure. These include access controls, encryption of sensitive data, and secure handling of payment details through our payment processor. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

7. Retention of your information

We retain personal information for as long as it is needed to provide our services and to meet our legal, accounting and tax obligations. When information is no longer required, we take reasonable steps to securely destroy or de-identify it.

8. Cookies and our website

Our website and booking form may use cookies and similar technologies to operate, remember your preferences and understand how the site is used. You can manage cookies through your browser settings, though some features may not work as intended if cookies are disabled.

9. Accessing and correcting your information

You may request access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date or incomplete. To make a request, contact us using the details below. We will respond within a reasonable period. In some cases we may be unable to provide access or make a correction, in which case we will explain why.

10. Complaints

If you have a concern or complaint about how we have handled your personal information, please contact us first using the details below so we can try to resolve it. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

11. Changes to this policy

We may update this Privacy Policy from time to time. The current version will always be available on this page, with the “Last updated” date shown above reflecting the most recent change.

12. Contact us

If you have any questions about this policy or the way we handle your personal information, please contact us: