Your details, handled with care.

Who we are

1.1This policy covers Sevana Clean (ABN 43 208 063 811), a cleaning business founded in Perth, Western Australia. “We”, “us” and “our” mean Sevana Clean.

1.2It applies to our website, bookings, plans, messages, and the private booking links we send you. It also covers people who apply to clean with us.

1.3We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

What we collect

• Contact details: your name, email, phone number and how you prefer to be contacted.
• Your home or workplace: the address, size, condition, the service and extras you choose, and notes you give us about access, parking, pets and priorities. This can include key safe or alarm codes.
• Bookings and payments: dates, prices, receipts, plan details, and payment status from Stripe. We see the card type and last four digits, never the full card number.
• Messages: what you send us by WhatsApp, text, email, Messenger or our forms, and notes from phone calls.
• Job records: the checklist, check-in and check-out times, before and after photos, issue reports, and your ratings and reviews.
• Website use: the pages you visit, the device and browser you use, your approximate location from your IP address, and, if you arrived from an ad, the campaign details and click ID (section 05).
• Cleaners and job applicants: name, contact details, ABN, GST status, insurance certificate, availability, work area and photo. Bank details for payouts are collected by Stripe, not by us.

2.1We don’t ask for sensitive information, such as health details. If you choose to tell us something like an allergy or an access need, we use it only to do your clean properly.

2.2You can ask us general questions without giving your name. To price accurately, book or clean, we need your contact details and the address.

How we collect it

• From you, when you use our price and booking forms, our contact or job application forms, your booking link, or when you message or call us.
• From your cleaner, who records the checklist, photos and any issues during the job.
• From Stripe, which tells us whether a payment went through.
• From your browser, through the tools described in section 05.
• From other people, only where it relates to your booking, for example a real estate agent’s checklist you ask us to work to, or someone booking a clean for you.

3.1Address search. As you type your address on our booking form, the text you type is sent to Photon, an open address search service run by komoot in Germany, so it can suggest matching addresses. We don’t send your name or any other details with it.

Why we use it

• to give you a price, book your clean and send the right cleaner;
• to take payments, issue receipts and tax invoices, and keep our accounts;
• to send booking messages, reminders and receipts;
• to check quality, deal with issues, re-cleans, damage claims, complaints and insurance;
• to keep our cleaners and clients safe;
• to understand which ads and pages work, and improve our service;
• to send you offers, but only if you’ve agreed (section 06);
• to meet our legal obligations, such as tax record keeping and reporting payments to contractors to the ATO.

4.1We don’t use or share your information for other purposes unless you agree, or the law allows or requires it.

Analytics, ads and browser storage

5.1We advertise with short videos on social media, and we use tools from Google (Google Analytics), Meta (the Meta Pixel, for Facebook and Instagram) and TikTok (the TikTok Pixel) to see which ads and pages lead to enquiries. These tools may set cookies and receive your IP address, device and browser details, the pages you visit, and events such as “viewed the price page” or “sent a booking request”, with the estimated value.

5.2We don’t send your name, email, phone number or address to these tools. Google, Meta and TikTok may combine what they receive with what they already know about you, under their own privacy policies, for example to show you ads.

5.3If your browser sends a Do Not Track or Global Privacy Control signal, our site doesn’t load the advertising and analytics tools.

5.4When you arrive from an ad, we remember the campaign details and click ID in your browser’s storage for 30 days, and attach them to any request you send, so we know which ad it came from. We also briefly keep a summary of a request you’ve sent, so the thank-you page can show it.

5.5You can clear cookies and site storage in your browser settings, and change your ad settings with Google, Meta and TikTok. Our site works without them.

5.6Our website is hosted by Cloudflare, which processes visit data such as IP addresses to deliver and protect the site. Our fonts are loaded from Google Fonts, which receives your IP address.

WhatsApp, text and email

6.1We send booking messages (confirmations, reminders, “on the way”, receipts and requests to confirm the work) by WhatsApp, text and email. They are part of the service.

6.2Marketing messages, such as offers or invitations to a plan, are only sent if you have agreed. Each one identifies Sevana Clean and has an easy way to unsubscribe, such as a link or replying STOP. We act on it within 5 business days. We keep a record of your consent.

6.3WhatsApp and Messenger are run by Meta. Messages you send through them are also handled under Meta’s terms and privacy policy. Texts are sent through our SMS provider, and emails through Resend and Google Workspace.

Photos taken on jobs

7.1Cleaners may take before and after photos of the areas they clean, and of any damage, access or safety issue. We use them for quality checks, to show you the work, to sort out issues and claims, and to train cleaners.

7.2We ask cleaners not to photograph people, documents, screens or personal items beyond what the job needs. Location data is removed from photos and they are stored securely. You, our team and the cleaner on that job can see them.

7.3We never use photos of your home in ads, on social media or on our website without your written permission.

7.4Cleaners must not keep or share photos of your home outside our system.

Who we share it with

8.1Your cleaner sees your first name, the checklist, your access notes and your address from 24 hours before the visit. They don’t see your email, full phone number or payment details.

8.2Service providers that help us run the business, under their own privacy and security terms:

8.3Others, only when needed: our accountant, lawyer and insurer (for example, to handle a claim); a real estate agent or landlord, if you ask us to deal with them for an end of lease clean; the police, courts or government agencies when the law requires it; and a business that takes over Sevana Clean, which would have to follow this policy.

8.4We don’t sell or rent your personal information.

Data stored overseas

9.1Some of the providers in section 08 store or process information outside Australia. The countries most likely to be involved are the United States (Stripe, Xero, Cloudflare, Resend, Google, Meta, Squarespace), Ireland (Meta), Germany (komoot) and Singapore (TikTok), as well as other countries where those providers or their suppliers operate.

9.2Where we can choose, we keep our booking system’s data in the Asia Pacific region. We choose established providers with strong security and contractual privacy commitments, and we only share what each one needs.

Automated tools

10.1Our booking system may use AI tools, run by Cloudflare, to help draft replies to messages, turn a message into a booking request, summarise a job, or suggest which available cleaner is closest. We remove email addresses, phone numbers and street numbers before using them where we can.

10.2A person always checks and decides. These tools never send a message, set a price, move money or make a decision about you on their own. Prices are worked out from a fixed price list, the same for everyone.

Keeping it secure

11.1We use encrypted connections, access limited to the people who need it, and sign-in protection on our systems. Key safe and alarm codes are stored encrypted and shown only to the assigned cleaner, close to the visit. Booking links are private, expire when the job is finished, and don’t contain your personal details.

11.2If a data breach is likely to cause you serious harm, we will tell you and the Office of the Australian Information Commissioner, as the Notifiable Data Breaches scheme requires, and tell you what to do to protect yourself.

How long we keep it

• Booking, payment and tax records: 5 years after the booking, as tax law requires.
• Key safe and alarm codes: deleted within 30 days after your last booking or plan ends.
• Job photos: up to 12 months after the clean, or longer if needed for an open issue or claim.
• Enquiries that don’t go ahead: up to 2 years.
• Job applications that don’t go ahead: up to 12 months.
• Marketing consent and unsubscribe records: for as long as we send you messages, and 2 years after.

12.1After that, we delete the information or remove anything that identifies you.

Seeing, correcting or deleting your information

13.1You can ask for a copy of the personal information we hold about you, or ask us to correct it, by emailing [email protected]. We may need to confirm who you are first. We respond within 30 days, and it’s free.

13.2You can also ask us to delete your information. We will, except for what the law requires us to keep, such as tax records, or what we need for an open booking, payment, claim or dispute.

13.3If we can’t do what you ask, we tell you why in writing and how to complain.

Complaints

14.1If you think we have mishandled your information, email [email protected] with “Privacy” in the subject. We acknowledge it within 2 business days and respond in full within 30 days.

14.2If you are not satisfied, you can complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.

Changes to this policy

15.1We update this policy when the way we handle information changes. The current version is always on this page, with the date it was last updated. If a change significantly affects you, we will let you know.

Contact us

Privacy Officer, Sevana Clean, ABN 43 208 063 811, Perth, Western Australia.

• Email: [email protected]
• Phone: 0493 011 025
• WhatsApp: 0493 011 025

Our terms and conditions explain how bookings and plans work.