PRIVACY POLICY

House of Clean (HOC)
Effective from: 24 August 2026
Last updated: 24 August 2026

House of Clean (HOC) ("House of Clean", "we", "us" or "our") respects your privacy and is committed to handling personal information responsibly.

This Privacy Policy explains how we collect, use, store and disclose personal information when you use our website, make a booking, communicate with us, use our services, apply to work with us, or otherwise interact with House of Clean.

1. About this Privacy Policy

This Privacy Policy is intended to explain our approach to personal information in a clear and straightforward way.

House of Clean will handle personal information in accordance with applicable Australian privacy laws and the Australian Privacy Principles where those laws apply to us.

Nothing in this Privacy Policy is intended to reduce or exclude any rights you may have under applicable privacy or consumer protection laws.

2. What Personal Information We Collect

Depending on how you interact with House of Clean, we may collect information including:

Customer information

• Full name;

• Email address;

• Phone number;

• Residential or service address;

• Booking history;

• Cleaning preferences;

• Property information;

• Information about rooms or areas requiring cleaning;

• Access instructions;

• Keys, lockbox or access-code information;

• Information about pets where relevant to providing the service;

• Communications between you and House of Clean; and

• Feedback, reviews, complaints or other information you provide to us.

Payment information

We may collect information necessary to process payments, such as payment status, transaction details and billing information.

Where payments are processed by a third-party payment provider, we may not receive or store your complete payment card details.

Website information

When you use our website, we may collect information such as:

• IP address;

• Browser and device information;

• Pages viewed;

• Referring website;

• Approximate location information;

• Website usage information; and

• Information collected through cookies or similar technologies.

Applicant and cleaner information

If you apply to work with House of Clean or provide services to us, we may collect information necessary to assess, onboard and manage your engagement.

This may include:

• Name and contact details;

• Residential address;

• Date of birth where required;

• Work history and experience;

• Qualifications and certifications;

• Right-to-work information;

• Identification information where required;

• Police or background-check information where lawfully required;

• Tax and payment information;

• Availability;

• Emergency contact details;

• Training and compliance information;

• Performance or service-related information; and

• Other information reasonably required to manage the working relationship.

3. How We Collect Personal Information

We generally collect personal information directly from you.

For example, you may provide information when you:

• Make a booking;

• Create an account;

• Complete a form;

• Contact us;

• Request a quote;

• Subscribe to communications;

• Submit feedback;

• Apply to work with House of Clean; or

• Communicate with one of our team members.

We may also collect information automatically when you use our website or booking systems.

In some circumstances, we may receive information from third parties where reasonably necessary to provide our services or operate our business.

We will take reasonable steps to ensure that personal information collected from third parties is handled in accordance with applicable privacy laws.

4. Why We Collect Personal Information

We collect, hold, use and disclose personal information for purposes including:

• Processing and managing bookings;

• Providing cleaning services;

• Communicating with customers;

• Confirming appointments;

• Providing quotes;

• Processing payments;

• Managing cancellations and rescheduling;

• Providing customer support;

• Responding to enquiries and complaints;

• Managing keys, access instructions and property information;

• Improving our services;

• Managing customer relationships;

• Sending service-related communications;

• Sending marketing communications where permitted;

• Recruiting and onboarding cleaners and staff;

• Managing workforce scheduling and administration;

• Processing payroll and payments;

• Meeting legal and regulatory obligations;

• Protecting the safety and security of our customers, cleaners and business;

• Preventing fraud, misuse or unlawful activity;

• Maintaining business records; and

• Otherwise operating and developing House of Clean.

5. Property & Access Information

Because House of Clean provides services inside customers' homes, we may collect information necessary to safely and practically access a property.

This may include:

• Property addresses;

• Building or apartment access information;

• Keys;

• Lockbox information;

• Access codes;

• Alarm instructions;

• Parking or entry instructions; and

• Information about pets or other relevant property conditions.

We treat access information as confidential business information and only provide it to people who reasonably need it to perform the relevant service or manage the booking.

Customers should not provide passwords or other sensitive credentials unless specifically required and agreed by House of Clean.

6. Sensitive Information

House of Clean does not generally require sensitive information to provide residential cleaning services.

We ask customers and applicants not to provide sensitive information unless it is reasonably necessary for a particular purpose and there is a lawful basis for collecting it.

Where sensitive information is collected, we will handle it in accordance with applicable privacy laws.

7. How We Use and Disclose Personal Information

We may disclose personal information where reasonably necessary to operate House of Clean and provide our services.

Depending on the circumstances, information may be disclosed to:

• Cleaners and staff allocated to provide a service;

• Contractors or service providers;

• Booking and scheduling providers;

• Payment processors;

• Payroll and accounting providers;

• Information technology and software providers;

• Website and hosting providers;

• Customer relationship management providers;

• Communications providers;

• Professional advisers;

• Insurers;

• Government agencies or regulators where required or authorised by law;

• Law enforcement where required or permitted by law; and

• Other parties where you have authorised us to do so.

We only seek to disclose information that is reasonably necessary for the relevant purpose.

8. Cleaners & Access to Customer Information

A cleaner may receive information reasonably necessary to complete an allocated booking.

This may include:

• Customer name;

• Property address;

• Booking details;

• Cleaning instructions;

• Relevant property information;

• Pet information; and

• Access instructions.

Cleaners are expected to keep customer information confidential and only use it for legitimate House of Clean purposes.

Access to customer information may be limited based on the person's role and responsibilities.

9. Third-Party Service Providers

House of Clean uses third-party technology and service providers to help operate the business.

These providers may include platforms used for:

• Website hosting;

• Online bookings;

• Workforce management;

• Staff scheduling;

• Payments;

• Payroll;

• Accounting;

• Customer communications;

• Email and messaging;

• Cloud storage;

• Customer relationship management; and

• Business administration.

These providers may process or store personal information on our behalf.

We seek to use reputable providers and take reasonable steps to ensure personal information is handled appropriately.

10. Overseas Disclosure & Storage

Some of our third-party technology and service providers may store or process information outside Australia.

Where this occurs, personal information may be disclosed to or accessible by recipients located in countries including the United States, New Zealand, Singapore, the United Kingdom or other countries in which our service providers operate.

The actual countries involved may change as our technology providers and business systems change.

Where applicable, House of Clean will take reasonable steps to comply with Australian privacy requirements relating to overseas disclosure of personal information.

11. Cookies & Website Analytics

Our website may use cookies and similar technologies.

Cookies may be used to:

• Keep the website functioning;

• Remember preferences;

• Understand website usage;

• Improve website performance;

• Analyse traffic; and

• Support marketing activities where applicable.

You can generally control cookies through your browser settings.

Disabling certain cookies may affect the functionality of some parts of our website.

12. Marketing Communications

House of Clean may use your contact details to send information about our services, promotions, offers or other updates where permitted by law.

You can unsubscribe from marketing communications at any time by using the unsubscribe option provided in the communication or by contacting us.

We will continue to send essential service communications where reasonably necessary, such as booking confirmations, appointment updates, payment information and important service notices.

13. How We Store & Protect Personal Information

We take reasonable steps to protect personal information from:

• Misuse;

• Interference;

• Loss;

• Unauthorised access;

• Unauthorised modification; and

• Unauthorised disclosure.

Depending on the information and circumstances, security measures may include:

• Password protection;

• Access controls;

• Multi-factor authentication where available;

• Secure cloud-based systems;

• Restricted staff access;

• Device security;

• Secure payment processing; and

• Regular review of access to business systems.

No method of electronic storage or transmission is completely secure.

While we take reasonable steps to protect information, we cannot guarantee that information transmitted over the internet will always be completely secure.

14. Data Retention

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including providing services, maintaining business records, resolving disputes and complying with legal, accounting, tax or other obligations.

When personal information is no longer reasonably required, we will take reasonable steps to securely delete, destroy or de-identify it, subject to any legal requirement to retain it.

15. Access to Your Personal Information

You may contact us to request access to personal information we hold about you.

We will generally respond to a request within a reasonable period.

Before providing access, we may need to verify your identity.

In some circumstances, we may be unable to provide access to particular information where permitted or required by law.

If we cannot provide access, we will explain the reason where we are permitted to do so.

16. Correcting Your Personal Information

We take reasonable steps to ensure personal information is accurate, complete and up to date.

If you believe information we hold about you is incorrect, incomplete or outdated, please contact us and request that it be corrected.

We will consider the request and take reasonable steps to correct information where appropriate.

17. Privacy Complaints

If you believe House of Clean has mishandled your personal information or breached an applicable privacy obligation, please contact us.

We encourage you to raise the issue with us first so that we have an opportunity to investigate and resolve your concern.

Please provide:

• Your name;

• Your contact details;

• A description of your concern; and

• Any relevant information or documents.

We will review the complaint and aim to respond within a reasonable period.

If you are not satisfied with our response, you may have the right to make a complaint to the Office of the Australian Information Commissioner (OAIC).

18. Anonymous or Pseudonymous Enquiries

Where practical and lawful, you may make general enquiries without identifying yourself.

However, we may need to identify you where this is reasonably necessary to provide a service, process a booking, make a payment, verify account ownership, comply with legal obligations or deal with a request concerning your personal information.

19. Children's Privacy

House of Clean's services are intended to be arranged by adults.

We do not knowingly seek to collect personal information from children unless reasonably necessary and permitted by law.

If you believe a child has provided personal information to us without appropriate consent, please contact us.

20. Third-Party Websites

Our website may contain links to third-party websites or services.

We are not responsible for the privacy practices, security or content of third-party websites.

We recommend reviewing the privacy policy of any third-party website before providing personal information.

21. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to:

• Our business;

• Our services;

• Our technology;

• Our information handling practices;

• Our service providers; or

• Applicable privacy laws.

The latest version will be published on our website.

We will update the "Last updated" date whenever material changes are made.

22. Contact Us

If you have a privacy question, request or complaint, please contact:

House of Clean (HOC)
ABN: 81 484 029 243
Email: admin@houseofclean.com.au
Website: www.houseofclean.com.au

Privacy enquiries: admin@houseofclean.com.au

Last updated: 24 August 2026