1. Introduction
Corleone Cleaning Co. ("we", "us", "our") — Collins Corleone Pty Ltd, ABN: 53 691 755 432, of 75 Nerang Street, Southport QLD 4215 — is committed to protecting your privacy. This Privacy Policy explains how we collect, use, store, disclose and safeguard your personal information when you use our website, online booking system, AI-assisted customer support and cleaning services. This policy is consistent with the Australian Privacy Principles under the Privacy Act 1988 (Cth).
2. Information We Collect
We may collect the following types of information, some of which are personal information under the Privacy Act:
- Personal Details: Name, email address, phone number, and home or service address.
- Booking Details: Service type, package, clean type, frequency, preferred dates and times, property specifications (bedrooms, bathrooms, size and layout) and selected add-ons.
- Property Access Information: Keys, lockbox codes, alarm instructions, intercom, concierge, gate, parking and building-entry arrangements required to enter and service the property.
- Health and Safety Information: Details reasonably necessary for safe service, such as the presence of children, pregnancy, pets, allergies, asthma or chemical sensitivities, and any known hazards including mould, bodily fluids, pests, asbestos or dangerous chemicals.
- Photographs and Video: Photographs or video you provide when requesting a quotation, and photographs taken by our cleaners where reasonably required to document cleaning results, inaccessible areas, pre-existing damage or safety concerns. Photographs will not ordinarily include people, personal documents, computer screens, security information or other unnecessary personal information, and will be taken and used in accordance with your consent and our privacy practices.
- Payment Information: Corleone Cleaning Co. accepts card payment only. Card payments are taken in full at the time of booking and processed securely through our authorised payment provider's payment page (card, Apple Pay or Google Pay). We do not receive or store your complete card number or security code, and we do not store card details for future charges. We do not store complete card details on our own systems.
- Communication Records: Messages, emails, SMS, notes and support-chat conversations you share with us, including interactions with our AI-assisted customer support, for the purpose of responding to enquiries, providing support and improving our service.
- Support Ticket Information: Name, contact details, issue category and description, and any information you provide when raising a support ticket.
3. How We Use Your Information
- To schedule, deliver and quality-assure cleaning services at your property.
- To process quotations, bookings, payments, refunds and applicable surcharges.
- To provide safe access to your property and to protect the health and safety of our clients and cleaners.
- To communicate with you about bookings, updates, reminders and service-related matters, including through our AI-assisted customer support.
- To investigate complaints, re-clean requests, damage reports and support tickets.
- To engage and coordinate cleaners, subcontractors and specialist providers for your service.
- To maintain business, accounting, tax and service records as required by law.
- To improve our services, website, booking system and customer experience.
- To comply with legal, regulatory, insurance and workplace-safety obligations.
Direct Marketing: From time to time, we may use your information to send you marketing communications, such as discount vouchers, special offers and promotional messages about our services. You may opt out of receiving marketing communications at any time, and every marketing email, SMS or other marketing communication we send includes an opt-out function. If you opt out of marketing communications, we will stop sending you marketing messages, but we will still send you transactional information — such as booking confirmations, reminders and other service-related communications — where necessary to provide our services to you.
4. Information Sharing and Disclosure
We do not sell or rent your personal information. We may share your information with:
- Cleaners and Team Members: Access instructions, health and safety information, booking details and property information needed to deliver your service.
- Subcontractors and Specialist Providers: Appropriately qualified, licensed or insured third parties who may perform carpet, upholstery, tile and grout or other specialist services arranged through us, together with the information reasonably required for them to perform that work.
- Payment Processors: Our authorised payment provider, to securely process card payments and, with your authorisation, store a tokenised payment method for recurring billing.
- Cloud and Technology Providers: Hosting, scheduling, customer-management, communications and AI-assisted support providers that help us operate our website and services. These providers are bound by confidentiality and data-protection obligations.
- Professional Advisers and Authorities: Accountants, insurers and legal advisers, and government or regulatory bodies, where required or authorised by law.
We take reasonable steps to ensure that third parties handle your information in accordance with this Privacy Policy and applicable privacy law.
5. AI-Assisted Customer Support
We use AI-assisted customer support to help respond to enquiries, triage issues and, where needed, create support tickets. Conversations and information you provide during a support chat may be recorded and reviewed by our team to assist you, improve our service and resolve complaints. Personal details you share in support chats are handled in accordance with this Privacy Policy.
6. Data Storage and Security
We store and process personal information using cloud-based systems operated by reputable technology providers, which may include servers located in Australia or overseas. Where information is transferred overseas, we take reasonable steps to ensure it is handled in accordance with the Australian Privacy Principles and applicable data-protection laws.
We take reasonable measures to protect your personal information from unauthorised access, alteration, loss or disclosure. However, no method of transmission or storage over the internet is completely secure, and we cannot guarantee absolute security.
7. Retention of Information
We retain your personal information for as long as reasonably necessary to provide our services, respond to enquiries and complaints, and meet our legal, accounting, tax, insurance and recordkeeping obligations. When information is no longer required, we take reasonable steps to destroy or de-identify it, subject to any legal requirement to retain it.
8. Your Rights
Subject to applicable law, you have the right to access, correct, update or request deletion of your personal information, and to withdraw authorisation for a stored payment method for future transactions. Withdrawal of payment authorisation does not cancel an existing booking or remove any amount already due.
To exercise these rights, or to make a privacy-related complaint, please contact us at info@corleonecleaningco.com.au. We will respond within a reasonable period. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner by telephone on 1300 363 992, in writing at GPO Box 2998, Canberra ACT 2601, or online at www.oaic.gov.au.
9. Contact Us
If you have any questions about this Privacy Policy, please contact us at info@corleonecleaningco.com.au, call 07 5620 3786, or write to Corleone Cleaning Co., 75 Nerang Street, Southport QLD 4215.