Privacy Policy

Carpet Clinic - Cleaner Carpets, Healthier Spaces ("we", "us" and "our") respects your privacy and takes reasonable steps to protect the personal information provided to us.

This Privacy Policy explains the types of personal information we may collect, why we collect it, how we use and protect it, and how you can contact us about your information.

1. Personal information we may collect

Depending on how you interact with us, we may collect information including:

• Your name
• Phone number
• Email address
• Property address or service location
• Suburb and postcode
• Details about the cleaning services you require
• Property and access information relevant to carrying out the service
• Information you provide about stains, pets, carpet, rugs, upholstery or other items requiring treatment
• Photographs you upload or provide in connection with a quote or service
• Preferred appointment dates and times
• Communications between you and us
• Quotations, bookings, invoices and payment records
• Feedback, reviews or complaints
• Technical information relating to use of our website, where collected through website analytics or similar technologies

We generally collect only information that is reasonably necessary for providing, managing or improving our services.

2. How we collect personal information

We may collect personal information directly from you when you:

• Submit an enquiry or quote request through our website
• Telephone, email or message us
• Make or confirm a booking
• Send us photographs or information about a property or item requiring cleaning
• Request or accept a quotation
• Make a payment
• Provide feedback or a review
• Communicate with us before, during or after a service

Our website may also automatically collect limited technical information through cookies, analytics services or similar technologies.

In some circumstances we may receive information from another person who is arranging a service on your behalf, such as a property owner, tenant, property manager or family member.

3. Why we collect and use personal information

We may collect, hold and use personal information to:

• Respond to enquiries
• Prepare quotations
• Arrange and manage bookings
• Provide cleaning services
• Contact you regarding an appointment or service
• Assess access requirements and cleaning requirements
• Process and record payments
• Maintain business and accounting records
• Provide customer support
• Investigate and respond to concerns or complaints
• Maintain records of pre-existing conditions or completed work
• Improve our services and website
• Analyse general website usage
• Comply with legal, taxation, insurance and regulatory obligations
• Protect our legal rights and legitimate business interests

We will not sell or rent your personal information to third parties.

4. Photographs

You may provide photographs when requesting a quotation or discussing a cleaning issue.

We may also take photographs before, during or after a service where reasonably necessary to:

• Document stains or contamination
• Record pre-existing damage or conditions
• Document work performed
• Assist with quality assurance
• Respond to a customer question, complaint or insurance matter

Photographs that identify you, your address or other clearly identifying private information will not be intentionally published for marketing purposes without appropriate permission.

Where we wish to use identifiable customer or property photographs for advertising, website, portfolio or social media purposes, we may ask for separate consent.

5. Payment information

Where payment is made through a third-party payment processor, payment card information may be collected and processed directly by that provider.

We do not need to retain your complete credit or debit card details where payment is processed by an external payment provider.

We may retain information relating to the transaction, such as the amount paid, payment date, invoice number and payment status, for business and accounting purposes.

6. Website analytics and cookies

Our website may use cookies, analytics technologies or similar tools to understand how visitors use the website and to help us improve its performance and content.

Information collected may include:

• Browser type
• Device type
• General location information
• Pages visited
• Referring website or search source
• Time spent on pages
• General website interaction information

Some of these technologies are provided by third-party service providers and may involve information being processed outside Australia.

You can usually control or disable cookies through your browser settings. Disabling some cookies may affect certain website functions.

7. Third-party service providers

We may use trusted third-party providers to assist us with functions such as:

• Website hosting
• Website forms
• Email
• Cloud storage
• Website analytics
• Online payments
• Accounting
• Communications
• Website security
• Business administration

We disclose personal information to these providers only where reasonably necessary for them to perform the relevant service or where otherwise permitted or required by law.

Some technology providers may store or process information outside Australia.

The specific countries involved can depend on the providers used by our website and business systems.

8. Direct marketing

We may occasionally contact existing or prospective customers about our services where permitted by law.

You may ask us at any time not to send you promotional communications.

Any marketing email sent by us will provide an appropriate way to unsubscribe where required.

We will continue to contact you where reasonably necessary in relation to an existing enquiry, quotation, booking, payment or service even if you have opted out of promotional communications.

9. Storage and security

We take reasonable steps to protect personal information against misuse, interference, loss, unauthorised access, modification or disclosure.

Personal information may be held electronically through business systems, email, cloud services, website systems, accounting software or other service providers.

No method of transmitting or storing information electronically can be guaranteed to be completely secure.

We retain personal information only for as long as reasonably required for the purposes for which it was collected, our legitimate business requirements, dispute management, or applicable legal and record-keeping obligations.

When information is no longer reasonably required, we may securely delete or de-identify it where appropriate.

10. Accessing or correcting your information

You may contact us if you would like to:

• Request access to personal information we hold about you
• Ask us to correct information that is inaccurate, incomplete or out of date
• Ask a question about how your information has been handled

We may need to confirm your identity before providing access to personal information.

In some circumstances, legal or practical reasons may prevent us from providing particular information. Where appropriate, we will explain the reason.

11. Privacy questions and complaints

If you have a question or concern about how we have handled your personal information, please contact us.

We will consider the matter and respond within a reasonable period.

You can reach us by email at bookings@carpetclinic.com.au, by phone on 0460 580 000, or through carpetclinic.com.au.

If the Privacy Act 1988 applies to the matter and you are not satisfied with our response, you may also have the right to contact the Office of the Australian Information Commissioner.

12. Disclosure required by law

We may use or disclose personal information where reasonably necessary to:

• Comply with applicable laws or lawful requests
• Respond to a court, tribunal or regulatory requirement
• Protect our legal rights
• Respond to suspected fraud or unlawful activity
• Deal with an insurance claim or legal dispute
• Prevent or respond to a serious safety issue

We will not otherwise disclose personal information for unrelated purposes unless you have consented or the disclosure is permitted or required by law.

13. Links to other websites

Our website may contain links to websites operated by third parties.

We are not responsible for the privacy practices of third-party websites, and you should review their privacy policies where appropriate.

14. Changes to this privacy policy

We may update this Privacy Policy from time to time to reflect changes to our website, business practices, technology or legal obligations.

The current version will be published on carpetclinic.com.au with the date it was last updated.