Privacy Policy
South East Cleaners
Effective Date: 10 July 2025
Last Updated: 10 July 2025
1. Introduction
South East Cleaners (“Company,” “we,” “our,” or “us”) provides professional cleaning services, including specialised bond cleaning services in Melbourne, Victoria, Australia.
We are committed to protecting your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This Privacy Policy explains how we collect, use, disclose, store, and protect your personal information when you engage our services, visit our website, or communicate with us.
2. Information We Collect
We may collect the following types of personal information:
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Full name
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Contact details (phone number, email address)
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Property address and access details
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Billing and payment information
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Identification details where required
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Service-related communications
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Feedback and complaints
We only collect information reasonably necessary to provide our services or comply with legal obligations.
3. How We Collect Information
Personal information may be collected through:
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Direct enquiries via phone, email, or website
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Booking forms and service agreements
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Payment processing
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Communication during service delivery
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Third parties such as property managers or real estate agents (where authorised)
4. Use of Personal Information
We use personal information to:
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Provide and manage cleaning services
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Confirm bookings and access arrangements
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Process payments and issue invoices
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Respond to enquiries and complaints
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Comply with legal obligations
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Improve our services
We do not sell or rent personal information to third parties.
5. Disclosure of Information
We may disclose personal information to:
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Employees and contractors performing cleaning services
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Payment processors and accounting providers
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IT service providers
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Legal advisors
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Government authorities where required by law
All third parties are required to handle information in accordance with applicable privacy laws.
6. Data Security
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure.
These measures include secure storage systems, restricted access to sensitive information, and internal confidentiality obligations.
7. Access and Correction
You may request access to your personal information or request corrections if it is inaccurate or outdated. Requests must be made in writing. We may refuse access where permitted by law.
8. Complaints
If you believe we have breached privacy laws, you may submit a written complaint. We will investigate and respond within a reasonable timeframe.
If unresolved, you may contact the Office of the Australian Information Commissioner (OAIC).
Service Satisfaction & Dispute Resolution Policy
9. Service Guarantee and Re-Clean Policy
South East Cleaners aims to deliver professional cleaning services in accordance with agreed scope and industry standards.
If a client is dissatisfied with the cleaning service:
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The client must notify us in writing within 24 hours of service completion.
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The Company reserves the exclusive right to inspect the property.
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The Company’s sole and maximum obligation is to provide a re-clean of the specific areas identified.
Re-clean conditions:
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Re-clean must be conducted within 7 days of the original service date.
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In exceptional circumstances, the Company may allow a maximum of 14 days.
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Access to the property must be provided.
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The property condition must remain unchanged since the original service.
10. No Refund Policy
To the maximum extent permitted by law:
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Refunds will not be provided for dissatisfaction with cleaning results.
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The sole remedy available to the client is a re-clean as outlined above.
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Failure to allow re-clean access voids any service claims.
Nothing in this policy excludes, restricts, or modifies rights under Australian Consumer Law where such exclusion is not legally permitted.
11. Limitation of Liability
To the extent permitted by law:
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The Company is not liable for pre-existing damage, wear and tear, or defects in the property.
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The Company is not responsible for issues outside the agreed scope of work.
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Liability is limited to the cost of re-performing the services.
12. Dispute Resolution
Any disputes must first be addressed through written communication.
If unresolved:
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Parties agree to attempt good faith negotiation.
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If still unresolved, disputes shall be handled in accordance with the laws of Victoria, Australia.
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The courts of Victoria shall have exclusive jurisdiction.
13. Changes to This Policy
South East Cleaners reserves the right to amend this policy at any time. Updated versions will be made available upon request or on our website.
14. Contact Details
South East Cleaners
Melbourne, Victoria, Australia
Email: info@southeastcleaners.com.au