PRIVACY POLICY
At Squeaky Lemon, your privacy matters deeply to us. We believe that trust begins with transparency, and we are committed to protecting the information you share with us.
This Privacy Policy describes how Squeaky Lemon (the "Site", "we", "us", or "our") collects, uses, and discloses your personal information when you visit, use our services, or make a booking from www.squeakylemon.com.au (the "Site") or otherwise communicate with us (collectively, the "Services"). For purposes of this Privacy Policy, "you" and "your" means you as the user of the Services, whether you are a customer, website visitor, or another individual whose information we have collected pursuant to this Privacy Policy.
Please read this Privacy Policy carefully. By using and accessing any of the Services, you agree to the collection, use, and disclosure of your information as described in this Privacy Policy. If you do not agree to this Privacy Policy, please do not use or access any of the Services.
We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on the Site, update the "Last updated" date and take any other steps required by applicable law.
To provide the Services, we collect and have collected over the past 12 months personal information about you from a variety of sources, as set out below. The information that we collect and use varies depending on how you interact with us.
In addition to the specific uses set out below, we may use information we collect about you to communicate with you, provide the Services, comply with any applicable legal obligations, enforce any applicable terms of service, and to protect or defend the Services, our rights, and the rights of our users or others.
The types of personal information we obtain about you depend on how you interact with our Site and use our Services. When we use the term "personal information", we mean information that identifies, relates to, describes or can be associated with you.
When you book, we collect:
- Name, email address and Australian mobile number
- Service address, including suburb, state and postcode
- Booking details: service type, number of rooms, extras, frequency, date, time and arrival window
- Property access details: how the cleaner gets in (for example a lockbox or key code), parking instructions, and any special notes you add
- Pet details, if you tell us you have pets
- How you heard about us, if you choose to tell us
- Payment card details, which are entered directly into Stripe and are not stored by us
Where you book an NDIS-funded service, we also collect your NDIS participant number and information about your support needs. We treat this as sensitive information, use it only to arrange your service, and collect it only with your consent.
We also collect information you choose to include when you contact us, for example in a message or phone call.
Some features of the Services may require you to provide certain information. You may choose not to provide it, but this may prevent you from using those features.
We also automatically collect certain information about your interaction with the Services ("Usage Data"). To do this, we may use cookies, pixels and similar technologies ("Cookies"). Usage Data may include information about how you access and use our Site and your account, including device information, browser information, information about your network connection, your IP address and other information regarding your interaction with the Services.
We may also obtain information about you from third parties, including vendors and service providers who support our Site and Services. The main providers we use are:
- Stripe (payment processing): card details and billing information. Stored and processed in the United States.
- Google (Places API, for address lookup): the address you type when booking. Stored and processed in the United States.
- Launch27 (booking, scheduling and SMS): your booking and contact details. Stored and processed in the United States.
- Resend (booking confirmation and deposit emails): your name, email address and booking details. Stored in the United States.
- Vercel (connects our website to our booking system): booking details passing through it. Processed in the United States.
- Webflow (website hosting): website visit information. Stored in the United States.
- Microsoft Clarity and Microsoft Advertising (site analytics, session recordings and advertising): how you use our Site. Form inputs are masked. Stored in the United States.
- Google Analytics (site analytics): website visit information and cookies. Stored in the United States.
When you visit our Site, open or click on emails we send you, or interact with our Services or advertisements, we, or third parties we work with, may automatically collect information using tracking technologies such as pixels, web beacons, software development kits, third-party libraries and cookies.
You can learn how these providers handle your information in their own privacy policies.
Any information we obtain from third parties will be treated in accordance with this Privacy Policy. We are not responsible for the accuracy of information provided by third parties or for their policies or practices. For more information, see the section below, Third Party Websites and Links.
Privacy policies of our providers:
How Google collects and uses your information (Google partners page)
Providing our Services. We use your personal information to arrange and manage your bookings, including to process payments, send booking confirmations, schedule visits and arrange access for your cleaner.
Booking messages. We send SMS and email about your booking, including confirmations, scheduling updates and reminders. These go to the mobile number and email address you give us.
Promotional messages. We send promotional SMS or email only if you opt in separately. You can opt out at any time.
Security and fraud prevention. We use your personal information to detect, investigate or take action regarding possible fraudulent, illegal or malicious activity.
Communicating with you. We use your personal information to respond to your enquiries, provide customer support and improve our Services.
Like many websites, we use Cookies on our Site. We use Cookies to power and improve our Site and our Services (including to remember your actions and preferences), to run analytics and better understand user interaction with the Services (in our legitimate interests to administer, improve and optimise the Services). We may also permit third parties and services providers to use Cookies on our Site to better tailor the services, products and advertising on our Site and other websites (for example, enabling Google Analytics, using a Facebook Like button, or adding custom code).
Most browsers automatically accept Cookies by default, but you can choose to set your browser to remove or reject Cookies through your browser controls. Please keep in mind that removing or blocking Cookies can negatively impact your user experience and may cause some of the Services, including certain features and general functionality, to work incorrectly or no longer be available. Additionally, blocking Cookies may not completely prevent how we share information with third parties such as our advertising partners.
Google, use cookies to serve ads based on your prior visits to our website or other websites. Google's use of advertising cookies enables it and its partners to serve ads to you based on your visit to our site and/or other sites on the Internet. You may opt out of personalised advertising by visiting Ads Settings↗︎ . Alternatively, you can opt out of a third-party vendor's use of cookies for personalised advertising by visiting www.aboutads.info↗︎.
In certain circumstances, we may disclose your personal information to third parties for legitimate purposes subject to this Privacy Policy. Such circumstances may include:
- With vendors or other third parties who perform services on our behalf (e.g., IT management, payment processing, data analytics, customer support, cloud storage, fulfilment and shipping).
- With business and marketing partners, including Google and Facebook, to provide services and advertise to you.
- When you direct, request us or otherwise consent to our disclosure of certain information to third parties, such as to book you services or through your use of social media widgets or login integrations, with your consent.
- With our affiliates or otherwise within our corporate group, in our legitimate interests to run a successful business.
- In connection with a business transaction such as a merger or bankruptcy, to comply with any applicable legal obligations (including to respond to subpoenas, search warrants and similar requests), to enforce any applicable terms of service, and to protect or defend the Services, our rights, and the rights of our users or others.
The Services may enable you to post service reviews and other user-generated content. If you choose to submit user generated content to any public area of the Services, this content will be public and accessible by anyone.
We do not control who will have access to the information that you choose to make available to others, and cannot ensure that parties who have access to such information will respect your privacy or keep it secure. We are not responsible for the privacy or security of any information that you make publicly available, or for the accuracy, use or misuse of any information that you disclose or receive from third parties.
Our Site may provide links to websites or other online platforms operated by third parties. If you follow links to sites not affiliated or controlled by us, you should review their privacy and security policies and other terms and conditions. We do not guarantee and are not responsible for the privacy or security of such sites, including the accuracy, completeness, or reliability of information found on these sites. Information you provide on public or semi-public venues, including information you share on third-party social networking platforms may also be viewable by other users of the Services and/or users of those third-party platforms without limitation as to its use by us or by a third party. Our inclusion of such links does not, by itself, imply any endorsement of the content on such platforms or of their owners or operators, except as disclosed on the Services.
The Services are not intended to be used by children, and we do not knowingly collect any personal information about children. If you are the parent or guardian of a child who has provided us with their personal information, you may contact us using the contact details set out below to request that it be deleted.As of the Effective Date of this Privacy Policy, we do not have actual knowledge that we "share" or "sell" (as those terms are defined in applicable law) personal information of individuals under 16 years of age.
Please be aware that no security measures are perfect or impenetrable, and we cannot guarantee "perfect security." In addition, any information you send to us may not be secure while in transit. We recommend that you do not use unsecure channels to communicate sensitive or confidential information to us.
Access codes (for example lockbox or key codes) are stored in your personal customer account in our booking system. Only our operations managers, and the cleaner allocated to your home, can see them.
We keep your personal information, including booking details, contact details and access codes, until you ask us to delete it. Payment records are kept for the period required by Australian tax and accounting law.
Under the Australian Privacy Act, you can ask to see, correct or delete the personal information we hold about you. You can also withdraw your consent to our handling of your information, and you can opt out of promotional messages at any time.
We will respond to your request within 30 days.
We will not discriminate against you for exercising these rights.
If you're not satisfied with how we've handled your personal information, please contact us first:
- Phone: (07) 2104 0529
- Email: hello@squeakylemon.com.au
- Post: 18 Park St, Hawthorne QLD 4171
If we can't resolve your complaint, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or by phone on 1300 363 992 (Monday to Thursday, 10am to 4pm AEST/AEDT).
Please note that we store and process your personal information in the United States, where our booking system, website and most service providers are located.
We take reasonable steps to make sure overseas recipients protect your personal information in line with the Australian Privacy Principles.
Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of the rights available to you, please contact us:
Squeaky Lemon
Phone: (07) 2104 0529
Email: hello@squeakylemon.com.au
Address: 18 Park St, Hawthorne QLD 4171, Australia
