Privacy Policy

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy explains what we collect, why, who we share it with, and how you can access or correct it.

What we collect

When you request a quote or consultation

Our quote form is hosted by Typeform. When you complete it we collect the information you provide, which typically includes:

• your name, email address and phone number;
• the address of the property to be cleaned;
• details about the property and the service you are after — size, rooms, frequency, access arrangements, and anything you tell us about pets, allergies, sensitivities or delicate surfaces.

We only collect what we need to prepare a fixed-fee proposal and to clean your home properly. You do not have to give us any of it, but without it we cannot quote.

When we clean your home

We may take before and after photographs of areas we clean for quality assurance, training, insurance, proof of service, or to resolve any concerns about work completed. We will never use photographs for marketing without your express consent.

When you apply to join the crew

Our careers form is also hosted by Typeform and collects your contact details, work history, work rights and availability. If you progress, we will separately ask for the information needed to employ you. We tell you at the time what that involves and why we need it.

When you subscribe to our newsletter

If and when newsletter subscriptions open, we collect your email address for that purpose only. You can unsubscribe from any email we send, and we do not use newsletter addresses to market unrelated services.

When you simply visit the site

This site is hosted by Vercel, which records standard server and security logs — IP address, browser type, pages requested and timestamps. These are used to serve the site, keep it available and protect it from abuse.

We use Google Analytics 4 to understand how people find and use the site: pages viewed, time on page, approximate location (city level), device and browser, and which link, search or ad brought you here. It uses cookies and similar identifiers; Google Analytics does not store the IP addresses it processes to do this.

When our advertising is running we also use Google Ads conversion and remarketing tags, and the Meta pixel across Facebook and Instagram, to measure which ads lead to enquiries.

These set cookies in your browser and share limited data with Google and Meta, who handle it under their own privacy policies as well as ours. We do not sell your personal information.

You can opt out through your browser's cookie settings, the Google Analytics Opt-out Browser Add-on, your Google Ads settings, and your Meta ad preferences.

We may also use information that has been de-identified or aggregated, so that it no longer identifies you, to understand demand and improve our services.

How we use it

• To respond to your enquiry, arrange a consultation and prepare a quote.
• To deliver and schedule cleaning services, and to keep your service consistent between visits.
• To invoice you and keep the financial records we are required to keep.
• To assess job applications.
• To send our newsletter, where you have asked for it.
• To respond to feedback, resolve issues and honour our guarantee.

If you provide your mobile number, we may send important booking confirmations, reminders and service updates by SMS. We will not use your number for unsolicited SMS marketing.

Who we share it with

We do not sell personal information, and we do not disclose it for anyone else's marketing. We share it only with the service providers that make our business run, and only so far as they need it:

• Typeform — hosts our quote and careers forms and stores the responses.
• Vercel — hosts this website and its server logs.
• Google — Analytics, and Ads when advertising is running.
• Meta Platforms — advertising measurement, when running.
• Beehiiv — will deliver our newsletter once subscriptions open, and will hold subscriber email addresses.
• Microsoft — email, calendars and the scheduling we use to roster your clean.
• Xero — accounting and invoicing.
• Stripe — card payment processing. Card details go to Stripe, not to Gumnut.
• Our own crew — our crew receive only the information reasonably necessary to perform your service safely and to our expected standard.

Some of these providers store or process data outside Australia, including in the United States and the European Union. Where that happens we take reasonable steps to ensure the information continues to be handled consistently with the APPs, but overseas recipients may be subject to laws that differ from Australia's. We may also disclose information where we are required to by law.

Confidentiality

We treat what we see and learn in your home as confidential, and we do not discuss it outside the people who need it to deliver your service. We ask the same of you in return in relation to our proposals, pricing and methods. Neither of us needs to keep anything confidential that is already public, that we worked out independently, or that the law requires us to disclose.

How we store it and how long we keep it

Personal information is held in the systems named above, protected by access controls and by our providers' security measures. We keep client records for as long as you are a client and afterwards only for as long as we need them — in practice, seven years for anything tied to a financial record, which is the retention period Australian tax law requires. Unsuccessful job applications are kept for twelve months unless you ask us to delete them sooner. Newsletter addresses are kept until you unsubscribe. When information is no longer needed and we are not required to retain it, we destroy or de-identify it.

If something goes wrong

If a data breach occurs that is likely to result in serious harm to you, we will notify you and the Office of the Australian Information Commissioner as required by the Notifiable Data Breaches scheme under the Privacy Act 1988 (Cth), and we will tell you what we are doing about it and what you can do to protect yourself.

Accessing and correcting your information

You can ask us for a copy of the personal information we hold about you, and ask us to correct anything that is wrong or out of date. Email hello@gumnutcleaning.com and we will respond within a reasonable period — normally within 30 days. There is no charge for making a request. If we refuse access or a correction, we will tell you why in writing.

Making a complaint

If you think we have mishandled your personal information, email hello@gumnutcleaning.com with the details. We will acknowledge your complaint and aim to resolve it within 30 days. If you are not satisfied with our response, you can escalate it to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

Changes to this policy

We may update this policy as our business or our systems change. The current version is always the one published on this page, and the date at the top tells you when it last changed.

Questions? Just ask.

If anything here is unclear, or you want to know exactly what we hold about you and why, email hello@gumnutcleaning.com or call 1300 GUMNUT. We would rather explain it than have you wonder.