Privacy Policy

Who We Are And What This Covers

Fresho Carpet Cleaning Melbourne ("we", "us", "our") provides carpet, rug, upholstery and mattress cleaning services to homes and businesses in Melbourne and the surrounding suburbs. This policy explains how we handle personal information collected through this website, through our booking line, and in the course of carrying out work at your property.

It applies to everyone who contacts us — whether you go on to book a job or not — and to every page on this website and its city subdomains.

What We Collect

We only ask for what a cleaning job actually requires. In practice that falls into four groups:

Details you give us directly

• Your name, and the name of the business if the booking is a commercial one.
• A phone number and an email address so we can confirm times and send a quote.
• The service address, including access notes such as a unit number, parking arrangement or building manager contact.
• Details about the job itself — the rooms, the floor coverings, the condition, and any photos you choose to send us.
• Anything else you tell us in a message or over the phone, including notes about pets, allergies or products you would prefer we avoid.

Details created by the job

• Booking dates, times and the crew assigned to your address.
• Notes and, for commercial sites, floor areas and sign-off reports.
• Before-and-after photographs taken on site. These are used for our own records and for any re-clean claim; they are never published anywhere without your explicit permission.
• Invoices, payment records and correspondence about them.

Technical details from this website

• Your IP address, browser type and version, device type, operating system and general location at city level.
• Which pages you visited, how you arrived, and how long you stayed.

What we deliberately do not collect

• We do not store card numbers on this website. Payment is taken on site or through a payment provider that handles the card details itself.
• We do not ask for identity documents, dates of birth or government identifiers.
• We do not collect health information, other than a note if you tell us about an allergy so we can choose appropriate products.

Why We Need Each Piece Of It

Every field on our forms exists for a reason. Specifically, we use your information to:

• Prepare an accurate quote, which requires the rooms, the floor area and the condition.
• Confirm a booking and get a crew to the right address at the right time.
• Choose the right cleaning method and products for your fabrics and your household.
• Contact you if something changes — a crew running late, weather affecting an access arrangement, or a question that comes up on site.
• Issue an invoice, take payment and keep the financial records we are required to keep.
• Deal with a re-clean request or a complaint.
• Understand which parts of this website are useful, so we can improve them.

If you ask us not to contact you again, we will stop. The only time we keep using a record is where we are required to for tax, cover or dispute reasons — those obligations are set out in section 5.

Who Else Sees It

We do not sell your information, and we do not share it with marketing companies, data brokers or lead-generation services. It is shared only where the job cannot be done otherwise:

• Our own crews. The technicians attending your job receive your name, address, contact number and the job notes. Nothing else.
• Service providers we use — our website host, our email provider and our accounting and payment systems. Each is bound to use the information only to provide that service to us.
• Building and facilities management, where a commercial or strata site requires us to submit crew details and access requests in advance.
• Our cover provider or an adviser, if a claim or dispute arises from a job.
• A court, tribunal or enforcement agency, where we are required to provide it.

Where a provider stores information outside Australia, we take reasonable steps to check that it is handled to a comparable level.

How Long We Keep It

• Quote enquiries that do not become bookings: kept for around 12 months, then deleted.
• Job and customer records: kept while you remain a customer and for a period afterwards, so we can honour re-clean requests and answer questions about past work.
• Invoices and financial records: kept for the period Australian tax obligations require, currently five years from the date of the transaction.
• On-site photographs: kept with the job record and deleted with it.
• Website analytics: retained in aggregate, and not linked back to you as an individual.

When information is no longer needed for any of the purposes above, it is deleted or de-identified.

How It Is Kept Secure

This website is served over an encrypted connection, and everything submitted through our forms travels encrypted. Access to booking and customer records is limited to the people who need it to do their jobs, and crews see only the details relevant to the address they are attending.

No system is perfectly secure, and we will not claim otherwise. If a breach occurs that is likely to cause you serious harm, we will notify you and the Office of the Australian Information Commissioner as required under the Notifiable Data Breaches scheme.

Cookies And Website Analytics

This site uses a small number of cookies. Some are necessary — they keep the site working and protect our forms from automated abuse. Others are analytics cookies that tell us, in aggregate, which pages people read and where they leave.

You can block or delete cookies through your browser settings at any time. Blocking the necessary ones may stop the quote forms from submitting; blocking analytics cookies will not affect anything you can see.

Your Rights Over Your Information

Under the Australian Privacy Principles you can ask us to:

• Tell you what personal information we hold about you.
• Give you a copy of it.
• Correct anything that is wrong or out of date.
• Delete it, unless we are required to keep it.
• Stop sending you anything other than communications about a booking you have made.

Ask by phone or email using the details in section 10. We do not charge for this and we aim to respond within 30 days. If you are unhappy with how we have handled a privacy matter, you can raise it with the Office of the Australian Information Commissioner at oaic.gov.au.

Changes To This Policy

We update this policy when our practices change or when we are required to. The revision date at the top of the page always reflects the current version, and the version published here is the one that applies. Where a change materially affects how we handle information already collected from you, we will contact you directly rather than relying on this page.

How To Contact Us

Privacy questions, access requests and deletion requests all go to the same place. There is no special form and no formal wording required.

You can also use the contact form, or read our terms of service for how quotes, bookings and payment work.