Privacy Policy

HouseHands helps customers arrange home cleaning with cleaning partners. In this policy, we, us and our mean HouseHands. This policy explains how we handle personal information when you visit our website, request a quote or contact us.

We collect information directly from you when you submit a request or communicate with us. This may include:

• Your name, email address and phone number, if provided.
• Your location, home details, cleaning requirements and relevant parking information.
• Other information you choose to share when making an enquiry, arranging a service or providing feedback.

Our website and hosting providers may also collect technical information, such as IP addresses, browser details and server logs, to operate and secure the website. We do not use Google Analytics. The website uses temporary browser storage to support the quote-request process. You can manage browser storage and cookies through your browser settings.

Please provide only information relevant to your request and avoid including sensitive information or security codes in notes. If you do not provide information we need, we may be unable to provide a quote or arrange cleaning.

We use your information to respond to enquiries, prepare quotes, arrange cleaning, communicate with you and manage our services. We may also use it to handle feedback or complaints, maintain business records, protect our website and meet legal obligations.

We share relevant information with cleaning partners where needed to assess or carry out your request. We also use service providers for website hosting, data storage and email communications. These providers handle information to support those services. We may disclose information where required or permitted by law, including to establish, exercise or defend legal claims.

Our primary enquiry database and business email storage are in Australia. Some service providers store or process information overseas, including in the United States and Singapore. Their supporting providers may also process information in other countries, including Hungary; the locations used depend on the service and support required.

We take reasonable steps to protect personal information from misuse, loss and unauthorised access, alteration or disclosure. No online service can guarantee complete security.

We keep personal information for as long as needed to respond to your request, manage services, meet legal obligations and resolve outstanding matters. For enquiries that do not lead to a booking, we aim to delete records from active systems after 12 months from the most recent substantive contact, unless there is a reason to retain them.

When information is no longer needed, we take reasonable steps to delete or de-identify it. Copies in provider logs or backups may remain for a limited period under their retention arrangements.

You can request access to personal information we hold about you, ask us to correct it or request deletion. We may need to verify your identity. Some information may need to be retained for legal obligations or an outstanding matter. If we cannot fulfil a request, we will explain why, subject to legal restrictions.

For a privacy complaint, please describe your concern and the outcome you are seeking. We will review it, make reasonable enquiries and aim to respond to requests and complaints within 30 days. If we need longer, we will explain the delay and give an expected response date.

If you remain dissatisfied, you can contact the Office of the Australian Information Commissioner at oaic.gov.au for information about available complaint options. Its ability to investigate depends on whether the relevant privacy laws apply.

For privacy questions, requests or complaints, email hello@househands.com.au.

We may update this policy as our services or information-handling practices change. We will publish the current version here with its updated date and provide further notice where required.