Privacy Policy

Depending on how you interact with NUMA, we may collect the following information.

Personal and contact information, which may include:

• Full name
• Email address
• Telephone number
• Preferred contact method
• Other information you choose to provide when contacting us

To provide our cleaning services, we may collect:

• Property address
• Property type
• Number of bedrooms and bathrooms
• Approximate property size
• Cleaning service requested
• Cleaning preferences
• Special cleaning instructions
• Information about pets
• Information about areas requiring particular attention
• Booking history
• Recurring service information

Property access information. Where necessary to provide the cleaning service, we may receive keys, lockbox information, door codes, building access codes, alarm information and other access instructions.

Payment and transaction information. We may collect information necessary to record and manage payments, invoices and transactions. Where payment processing is handled by a third-party provider, that provider may collect and process payment information in accordance with its own privacy policy. NUMA does not intentionally collect or store unnecessary payment card information.

Communications. We may retain communications between you and NUMA, including emails, text messages, booking enquiries, customer requests, complaints, feedback and other communications relating to our services.

Photographs. Where reasonably necessary, NUMA may take photographs of relevant areas of a property before, during or after a cleaning service.

We may collect information:

• Directly from you when you contact us
• When you request a quote
• When you make a booking
• Through our website
• Through email, telephone or messaging services
• When you provide access information
• During or after a cleaning service
• Through customer feedback or complaints
• From third-party service providers where reasonably necessary to provide our services or operate our business

NUMA may collect, use and hold personal information for purposes including:

• Responding to enquiries
• Providing quotations
• Arranging and managing bookings
• Providing cleaning services
• Communicating with customers
• Managing recurring bookings
• Managing property access
• Processing and recording payments
• Issuing invoices and receipts
• Responding to complaints and feedback
• Investigating alleged damage
• Documenting the condition of a property
• Managing insurance matters
• Resolving disputes
• Improving our services
• Managing our website
• Maintaining business records
• Protecting the safety of customers and NUMA cleaners
• Complying with legal obligations
• Other purposes reasonably related to operating our business

Customers may provide NUMA with keys, lockbox details, access codes, alarm information or other instructions to allow our cleaners to access a property.

NUMA will use this information only as reasonably necessary to access the property, provide the agreed cleaning service, manage recurring bookings and manage the customer's service.

NUMA will take reasonable care when handling keys and access information. Where access information is no longer reasonably required, NUMA may return, delete or otherwise securely dispose of that information where appropriate.

Customers are responsible for ensuring that access information provided to NUMA is accurate and up to date.

NUMA may take photographs of relevant areas of a property where reasonably necessary for legitimate business purposes, including documenting pre-existing damage, documenting the condition of surfaces, floors, fixtures, furniture or appliances, documenting the condition of an area before and after cleaning, quality control, documenting services performed, investigating customer complaints, investigating alleged damage, assisting with an insurance claim and resolving disputes.

NUMA will take reasonable steps to ensure that photographs are limited to what is reasonably necessary for these purposes. We will take reasonable steps to avoid unnecessarily photographing:

• Personal documents
• Passports
• Financial information
• Private correspondence
• Sensitive personal information
• Unrelated personal belongings

NUMA may wish to use photographs showing cleaning results for marketing or promotional purposes. Photographs taken for operational, quality-control, damage-assessment or insurance purposes will not be used for marketing without the customer's specific permission.

We will request the customer's permission before using photographs of a customer's property on our website, social media, advertising, promotional materials, marketing campaigns or our portfolio.

Providing or refusing marketing permission will not affect the customer's ability to use NUMA's cleaning services.

NUMA may disclose personal information where reasonably necessary to provide our services and operate our business. This may include disclosure to:

• NUMA employees, cleaners and authorised personnel
• Contractors and service providers
• Booking and scheduling platforms
• Payment processors
• Accounting and bookkeeping providers
• IT and website providers
• Cloud storage providers
• Insurers and insurance brokers
• Professional advisers
• Legal advisers
• Government agencies or regulators where required or authorised by law
• Other parties where you have provided consent or disclosure is otherwise permitted or required by law

NUMA may use third-party providers to help operate our business, including providers of website hosting, booking and scheduling systems, payment processing, accounting, cloud storage, email services, customer communication systems, website analytics, IT services and other business administration services.

These providers may process or store information on behalf of NUMA. Where appropriate, we expect service providers handling personal information on our behalf to take reasonable steps to protect that information.

Some technology and service providers used by NUMA may store or process information outside Australia.

Where personal information is disclosed to an overseas recipient, NUMA will take reasonable steps to handle that information in accordance with applicable Australian privacy requirements.

When you visit the NUMA website, certain technical information may be collected automatically by our website or third-party services. This may include your IP address, browser type, device information, pages visited, date and time of visits, referring website and other technical information relating to your interaction with our website.

Our website may use cookies and similar technologies to operate the website, remember preferences, understand how visitors use our website, improve website performance and analyse website traffic. You may be able to control or disable cookies through your browser settings.

NUMA may operate social media accounts and may receive information when customers interact with us through social media platforms.

Social media platforms have their own privacy policies and terms. NUMA does not control how those platforms collect or process information.

NUMA takes reasonable steps to protect personal information against misuse, interference, loss, unauthorised access, unauthorised modification and unauthorised disclosure. Depending on the circumstances, security measures may include:

• Restricting access to personal information
• Password protection
• Secure digital systems
• Limiting access to authorised personnel
• Secure storage of physical documents
• Securely deleting or disposing of information when it is no longer required

NUMA will generally retain personal information only for as long as reasonably necessary for providing our services, managing bookings, maintaining business and financial records, managing complaints, resolving disputes, managing insurance matters, complying with legal obligations and protecting NUMA's legitimate business interests.

When personal information is no longer reasonably required, NUMA may securely delete, destroy or de-identify it, subject to any legal or record-keeping requirements.

No method of electronic storage or transmission is completely secure, and NUMA cannot guarantee absolute security.

You may contact NUMA to request access to personal information we hold about you. We may take reasonable steps to verify your identity before providing access.

In some circumstances, access may be refused or limited where permitted or required by applicable law. If we refuse a request for access, we will provide an explanation where reasonably appropriate.

If you believe that personal information NUMA holds about you is inaccurate, incomplete, outdated or misleading, you may contact us and request that it be corrected. We will take reasonable steps to correct information where appropriate.

If you have a concern about how NUMA has collected, used, stored or handled your personal information, please contact us first. When making a privacy complaint, please provide as much relevant information as possible, including:

• Your name
• Contact details
• Details of the concern
• Relevant dates
• Relevant communications
• The outcome you are seeking

NUMA will handle personal information in accordance with applicable Australian privacy laws. Where the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) apply to NUMA, we will comply with the relevant obligations.

Nothing in this Privacy Policy is intended to exclude, restrict or modify any rights or obligations that cannot legally be excluded, restricted or modified.

NUMA takes reasonable steps to protect personal information from unauthorised access, loss or disclosure. If NUMA becomes aware of a suspected or actual data breach, we will assess the incident and take reasonable steps to contain, investigate and respond to it.

Where the Notifiable Data Breaches scheme applies and an incident constitutes an eligible data breach, NUMA will comply with applicable notification requirements.

NUMA's services are generally provided to adults. We do not intentionally collect personal information from children unless reasonably necessary and permitted by law.

NUMA may update this Privacy Policy from time to time to reflect changes to our business, our services, technology, our privacy practices or applicable laws.

The updated Privacy Policy will be published on our website.

If you have questions about this Privacy Policy, wish to request access to your personal information, request a correction, or make a privacy complaint, please contact us:

NUMA Cleaning Services

• Email: info@numaclean.com.au
• Phone: Available on request
• Business address: Gold Coast, Queensland, Australia

By using the NUMA website or providing personal information to NUMA, you acknowledge that you have had an opportunity to read this Privacy Policy.