Privacy Policy

We collect the information you give us when you request a quote, make a booking, report a problem or contact us: your name, phone number, email address and service address, and any access instructions such as keys, alarm or entry codes, parking and building rules.

We also keep service records for each job, such as what was booked, the job sheet, what was completed and any concern raised.

If you choose to attach photographs to a quote request or a problem report, we collect those too. They are optional: a quote can be requested, and a problem reported, without them.

We use contact details, addresses, access instructions and service records to manage bookings, deliver our services, process payments and resolve concerns.

We share information only as reasonably needed for these purposes (for example, with the cleaner doing your job) or as required or authorised by law. We do not sell your personal information.

Keys and access codes are used only as agreed with you, kept secure, and returned or securely removed when no longer needed. Our cleaners must not label keys with your full address, copy them without your authorisation or share access information.

Routine before-and-after photos: our cleaners take these inside your property only with your permission, which we ask for when you book. We use them to record the condition before we start, any existing damage and the finished work, so any concern you raise can be looked into fairly. Saying no does not affect your service or your consumer rights; the cleaner keeps written notes instead.

Marketing: we do not use photographs of your property in marketing unless you give separate, voluntary consent.

Incidents: if damage or a safety incident has to be recorded, the cleaner may photograph it. We capture as little personal information as we can, avoiding faces, documents, screens and personal items, and we explain how the photos will be used.

Problem reports: you can attach photos when you report a problem with a clean. They help, but they are optional.

Photos are never published without your separate consent. Otherwise they are seen only by our office staff and, for photos taken on a job, the cleaners working on it.

We take reasonable technical and organisational steps to protect your personal information against unauthorised access, alteration, disclosure or loss.

Our website may use cookies to improve your browsing experience. You can control cookies through your browser settings. Essential cookies required for the website to function cannot be disabled.

We may use trusted third-party services (such as email providers) to help us operate our business. These parties are obligated to keep your information confidential.

You can ask to access or correct the personal information we hold about you by contacting us using the details below.

If you ask us to delete information, we will consider your request and explain any record we must keep, for example for tax purposes or because of a complaint or incident.

We keep personal information only as long as it is needed for the purposes above and for lawful record keeping. Booking and payment records are typically kept for 7 years for tax purposes.

Routine before-and-after photos are kept on our server for 90 days after the job, then deleted.

Photos from end of lease, bond and move-in or move-out cleans, and from any job where you made a complaint or a cleaner reported damage or an incident, are not simply deleted. When their time on our server is up, they move to a private archive in Australia, where only our office can open them, and are kept there for up to a year in case of a dispute. Then they are deleted.

Nothing from a job is deleted while a complaint about it is open or an incident on it is still being dealt with. Once it is resolved, we keep that job's photos for a year, and then they move to the archive as above.

Photos you attach to a problem report are kept while the report is open and for a year after it is resolved, then deleted.

Photos attached to a quote request are kept while the request is being dealt with, and deleted 90 days after the quote is closed, or within 12 months in any case.

When a photo is deleted from our server, our nightly backup keeps its copy for up to 14 more days, and then it is gone from there too.

If you have any questions about this Privacy Policy, please contact us at info@msfacilitiescleaningservices.com.au or +61 415 719 696.