Privacy Policy

D Ferrigno & F Vona, trading as SOS Cleaning & Co. (ABN 39 622 527 309), provide cleaning services in Cairns and surrounding areas in Queensland, Australia. Where the Privacy Act 1988 (Cth) and the Australian Privacy Principles apply to us, we handle personal information in accordance with those requirements.

1. Information we collect

Depending on how you deal with us, we may collect:

• your name, phone number, email address and preferred contact method;
• the service address, suburb and other property or premises details;
• information about the cleaning service requested, timing, access arrangements, priorities, budget guidance and preferences;
• optional practical information about whether children may be present during cleaning; pet types and their arrangements during the service; and products or fragrances to avoid, where relevant to planning the service;
• photos, documents, checklists or other attachments you choose to upload;
• communications with us, including quote requests, emails and messages; and
• information needed for quotes, service administration, invoicing and legitimate business records.

Questions about people and pets help us assess access and precautions. Please do not provide children’s names, ages or dates of birth. Please provide practical product restrictions rather than diagnoses or medical records. Do not send security codes, identity documents or unnecessary personal information. You may discuss service requirements by phone instead.

2. Technical information

When our website is accessed, our hosting or security systems may record basic technical information such as timestamps, IP address, browser or device information, requested pages and server logs. We may use this information to operate, secure, troubleshoot and understand the use of our website.

To limit automated form abuse, the server stores a keyed, pseudonymous representation of the network IP address with a short request count. It is not used for advertising or to identify visitors by name. Expired limiter records are periodically removed.

Address suggestions

When you type at least three characters in the service-address field, the website first searches an index of publicly available Cairns street names, suburbs and postcodes in your browser. The index is not a record of the address you type. If local matches are found, the website displays those suggestions without making an address-search request to Photon. If the index is unavailable or no local match is found, your address text is sent to our server and then to the Photon address-search service, operated by komoot and based on OpenStreetMap data. We do not send your name, phone number, email or other form fields to Photon as part of the address query.

You may type the service address manually without selecting a suggestion; typing three or more characters may still trigger a Photon query if there is no local match or the index is unavailable. To avoid address search altogether, contact us by phone or email. Photon may process address text outside Australia. See Photon for information about the service. Do not enter access codes or medical details in the address field.

Cookies and browser storage

The website saves the public street index and a timestamp in your browser’s localStorage to make address suggestions faster; it does not save the address you type in that index. The copy is reused for up to 30 days and is removed or refreshed when you next visit after it expires. You may clear browser site data to remove it earlier. The website code does not set advertising cookies or include third-party advertising pixels. Hosting or security services may use technical mechanisms needed to operate and protect the website. If we introduce additional analytics or tracking, we will update this policy to describe them.

Public Google reviews

Our homepage uses Reviews Widget to display public Google review content, such as a reviewer’s public display name, rating and review text. Loading this widget connects your browser to the provider, which may receive ordinary connection details such as IP address and browser information. The provider states that its embed does not place visitor tracking cookies; see its privacy information. The widget may use infrastructure outside Australia.

3. How we collect information

We usually collect personal information directly from you when you complete our website quote form, contact us by email, phone or message, provide documents or photos, accept a quote, or engage us to provide services. We may also receive relevant information from a real estate agent, property manager, builder, business contact or another person acting with your authority.

4. How we use your information

We may use personal information to:

• assess and respond to enquiries and quote requests;
• contact you to clarify scope, timing, access or other service details;
• prepare and issue quotes and, if you proceed, arrange and administer our services;
• provide cleaning services and follow up service-related matters;
• prepare invoices and maintain appropriate customer, accounting and business records;
• protect the security and proper operation of our website and systems; and
• comply with applicable legal, regulatory, insurance or record-keeping requirements.

5. Photographs and attachments

Photos, documents, checklists and other attachments submitted with an enquiry or quote request are used for the enquiry, quote or service unless you separately authorise another use.

Customer-provided photographs will not be published on our website or social media solely because they were submitted with a quote request. Separate permission will be obtained before we use customer-provided photographs for promotional, website or social-media purposes.

6. Sharing and disclosure

We may disclose personal information where reasonably necessary to people or service providers involved in operating our business, such as website hosting, email, invoicing, accounting, insurance or professional advisers, or where required or authorised by law.

We do not sell personal information.

7. Security

Website quote requests are recorded on our hosting environment before email delivery is attempted. We also use email and hosting services to receive and manage enquiries. We take reasonable steps appropriate to a small service business to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.

No internet, email or storage system can be guaranteed to be completely secure.

8. Retention

We keep personal information only for as long as it is reasonably required for the enquiry, quote, service, customer relationship, business administration, dispute management, insurance, accounting or legal purposes. When information is no longer required, we will take reasonable steps to delete or de-identify it where practicable.

9. Access and correction

You may contact us to ask what personal information we hold about you or to request that inaccurate information be corrected. We may need to verify your identity before providing access or making changes.

10. Marketing communications

Submitting a quote request does not automatically subscribe you to marketing communications.

If we send marketing communications in the future, we will do so only where permitted and will provide a practical way to ask us to stop receiving them. Service-related communications about an enquiry, quote, booking or cleaning service are not treated as marketing communications.

11. Third-party service providers and overseas processing

We use third-party technology and business service providers to operate our website, email, invoicing and related systems. Some providers may process or store information using infrastructure outside Australia. Their locations and infrastructure can change over time.

Where relevant, we take reasonable steps when selecting and using service providers and limit the information shared to what is reasonably necessary for the service being provided.

12. Privacy enquiries and complaints

If you have a privacy question, access or correction request, or concern about how we have handled personal information, contact us and provide enough detail for us to understand the issue. We will review the matter and respond within a reasonable time.

If the Privacy Act applies to the matter and you remain dissatisfied after raising a privacy complaint with us, information about privacy rights and complaints is available from the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

13. Changes to this policy

We may update this Privacy Policy if our services, website or information-handling practices change. The current version will be published on this page with its effective or last-updated date.