Privacy Policy

Last updated: 10 March 2026

Simply Maid Pty Ltd (ABN 20 607 907 830) ("Simply Maid", "we", "us", "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This policy applies to all users of our platform, including customers, cleaning professionals, and visitors to our website.

1. Information We Collect

1.1 Information You Provide

Customers: When you create an account or place a booking, we collect your name, email address, phone number, residential address (for service delivery), and payment information.

Cleaning Professionals: When you register as a provider, we collect your name, email address, phone number, residential address (for coverage area calculations), Australian Business Number (ABN), bank account details (for payments), police check results, public liability insurance details, vehicle and licence information, and profile photo.

Communications: We collect information you provide when contacting our support team, leaving feedback, or responding to surveys.

1.2 Information We Collect Automatically

When you use our platform, we automatically collect:

• Device information (browser type, operating system, device identifiers)

• Usage data (pages visited, features used, time spent on the platform)

• IP address and approximate location (city-level, for service area matching)

• Cookies and similar tracking technologies (see Section 8)

1.3 Information from Third Parties

We may receive information from:

• Payment processors (Stripe) — payment status and transaction details (we do not store full card numbers)

• Australian Business Register — ABN validation and business status

• Background check providers — police check results for cleaning professionals

• Google and analytics platforms — aggregated usage patterns

2. How We Use Your Information

We use your personal information for the following purposes:

2.1 Service Delivery

• Processing and managing your bookings

• Matching you with suitable cleaning professionals in your area

• Calculating drive times and coverage areas (using your address coordinates)

• Processing payments and managing financial transactions

• Communicating about your bookings (confirmations, reminders, updates)

2.2 Platform Operations

• Managing your account and preferences

• Providing customer support and resolving disputes

• Maintaining and improving our platform's functionality and security

• Analysing usage patterns to improve our services

• Generating aggregated, de-identified analytics and business insights

2.3 Communications

• Sending transactional messages (booking confirmations, receipts, reminders)

• Sending service-related updates and notifications

• Marketing communications (only with your consent — you can opt out at any time)

• Requesting reviews and feedback after service completion

2.4 Legal and Safety

• Complying with legal obligations and regulatory requirements

• Preventing fraud, abuse, and security threats

• Enforcing our Terms of Service

• Responding to legal processes and government requests

3. How We Share Your Information

We share your personal information only as necessary to provide our services and operate our platform:

3.1 Between Customers and Cleaning Professionals

When a booking is confirmed, we share limited information between the customer and cleaning professional to facilitate the service:

• Customers receive: the cleaning professional's first name and profile information

• Cleaning professionals receive: the customer's name, service address, contact number, and any booking notes or access instructions

3.2 Service Providers

We share information with trusted third-party service providers who assist us in operating our platform:

• Stripe — for payment processing (PCI DSS Level 1 compliant)

• Resend — for transactional email delivery

• Twilio — for SMS notifications

• Google — for maps, geocoding, and analytics

• Convex — for database hosting and real-time data management

• Vercel — for website hosting

These providers are contractually obligated to handle your information securely and only for the purposes we specify.

3.3 Legal Requirements

We may disclose your information if required to do so by law, court order, or government request, or if we believe disclosure is necessary to protect our rights, your safety, or the safety of others.

3.4 Business Transfers

If Simply Maid is involved in a merger, acquisition, or sale of assets, your personal information may be transferred as part of that transaction. We will notify you of any such change and any choices you may have regarding your information.

We do not sell your personal information to third parties. We do not share your information with third parties for their own marketing purposes.

4. Data Security

We take reasonable steps to protect your personal information from unauthorised access, modification, disclosure, or destruction. Our security measures include:

• Encryption of data in transit (TLS/SSL) and at rest

• Secure payment processing through PCI DSS Level 1 compliant Stripe

• Role-based access controls for internal systems

• Regular security reviews and monitoring

• Secure authentication with multi-factor authentication support

While we strive to protect your information, no method of transmission over the internet or electronic storage is 100% secure. We cannot guarantee absolute security.

5. Data Retention

We retain your personal information for as long as necessary to fulfil the purposes for which it was collected, including:

• Active account data — retained while your account is active and for a reasonable period after closure

• Booking and transaction records — retained for seven years to comply with Australian tax and financial record-keeping requirements

• Communications — retained for the duration necessary to resolve any issues and for quality assurance

• Cleaning professional records (ABN, police checks, insurance) — retained while the professional is active on the platform and for a reasonable period after deactivation

You may request deletion of your personal information at any time (see Section 6). Some information may be retained where required by law or for legitimate business purposes.

6. Your Rights Under Australian Law

Under the Australian Privacy Principles, you have the right to:

• Access the personal information we hold about you

• Request correction of inaccurate, incomplete, or outdated information

• Request deletion of your personal information (subject to legal retention requirements)

• Opt out of marketing communications at any time

• Lodge a complaint about our handling of your personal information

To exercise any of these rights, please contact us at privacy@simplymaid.com.au or hello@simplymaid.com.au. We will respond to your request within 30 days.

6.1 Opting Out of Communications

You can opt out of marketing emails by clicking the "unsubscribe" link in any marketing email, or by updating your communication preferences in your account dashboard. Transactional messages related to your bookings (confirmations, receipts, reminders) cannot be opted out of while you have active services.

7. Children's Privacy

Our services are not directed at individuals under 18 years of age. We do not knowingly collect personal information from children. If we become aware that we have collected personal information from a child, we will take steps to delete it promptly.

8. Cookies and Tracking Technologies

We use cookies and similar technologies to improve your experience on our platform:

• Essential cookies — required for the platform to function (authentication, session management)

• Analytics cookies — help us understand how visitors interact with our platform (e.g. Google Analytics)

• Preference cookies — remember your settings and preferences

You can control cookie settings through your browser preferences. Disabling essential cookies may affect the functionality of our platform.

We do not use tracking technologies for targeted advertising or sell data derived from cookies to third parties.

9. Cross-Border Data Transfers

Some of our service providers may store or process data outside of Australia, including in the United States (e.g. Stripe, Convex, Vercel, Resend, Twilio). Where personal information is transferred overseas, we take reasonable steps to ensure that the overseas recipient handles your information in accordance with the Australian Privacy Principles.

By using our platform, you consent to the transfer of your information to these overseas service providers as described in this policy.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. Material changes will be communicated via email or through the Platform. The "Last updated" date at the top of this policy indicates when it was most recently revised.

11. Contact Us and Complaints

If you have any questions about this Privacy Policy or wish to make a complaint about how we handle your personal information, please contact us:

• Email: privacy@simplymaid.com.au or hello@simplymaid.com.au

• Phone: 1300 009 363

• Mail: Simply Maid Pty Ltd, Sydney, NSW, Australia

We will acknowledge your complaint within five business days and aim to resolve it within 30 days.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

• Website: oaic.gov.au

• Phone: 1300 363 992

• Mail: GPO Box 5218, Sydney NSW 2001