Privacy Policy
Royal Glow Cleaning Services (“we”, “us”, “our”, or “Royal Glow”) values the trust our clients place in us when we enter their homes and workplaces. Because that trust extends to the personal details you share with us, we are committed to handling your information responsibly and in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This Privacy Policy explains the kinds of personal information we gather, the reasons we collect it, who we may share it with, and the choices you have over how it is used. It applies to information collected through our website at royalglow.com.au, telephone enquiries, email correspondence, online and in-person bookings, and during the delivery of our residential and commercial cleaning services across Sydney.
1. THE PERSONAL INFORMATION WE COLLECT
The information we gather varies depending on how you interact with us. Generally, the categories of personal information we may hold include:
- Your full name and preferred form of address
- Business details if applicable to service
- Contact details such as your email address, mobile number, and any alternative phone numbers
- Service address, billing address, and any access instructions you provide
- Property characteristics relevant to quoting and scheduling, including approximate size, number of rooms or zones, surface types, and current condition
- Building access details where you authorise them, such as alarm codes, key collection arrangements, parking instructions, lockbox codes, or concierge contacts
- Payment details processed through our secure third-party payment gateway (we do not retain full credit card numbers on our own systems)
- Records of bookings, service history, feedback, and any communications you exchange with our team
- Photographs of work areas where we use them to document condition before or after a clean
2. HOW WE OBTAIN YOUR INFORMATION
Most of the information we hold about you is provided directly by you. This typically happens when you:
- Request a quote or submit an enquiry through our website, email, or phone line
- Complete a booking form for a residential or commercial cleaning service
- Provide feedback, lodge a complaint, or contact our team for support
- Engage us for an ongoing or one-off service and exchange information with our cleaners on site
- Subscribe to updates, newsletters, or remarketing campaigns
In limited circumstances, we may also receive information about you from third parties, such as a property manager who books a clean on your behalf, an online review platform, or a referral source. Where we receive information from a third party, we treat it with the same care as if you had given it to us directly.
3. HOW WE USE AND SHARE YOUR INFORMATION
We use the personal information we hold to operate Royal Glow effectively and to deliver a service that meets the standard we promise. In particular, we use your information to:
- Prepare quotes, confirm bookings, and schedule cleaning services
- Allocate suitable team members and provide them with the information needed to complete the work
- Process payments, issue invoices and receipts, and manage refunds where applicable
- Keep you informed about your bookings, changes to schedules, and any matters arising from a service
- Respond to enquiries, feedback, complaints, and warranty or guarantee claims
- Improve our website, service offering, training, and quality assurance procedures
- Carry out marketing activities, including remarketing and tailored advertising, where you have not opted out
- Comply with our legal, regulatory, tax, insurance, and contractual obligations
We may share your personal information with selected third parties to help us deliver these activities, including:
- Our employed and vetted cleaning team members, strictly for the purpose of delivering your booked service
- Software, cloud hosting, and IT support providers that operate the systems we rely on
- Payment processors, banks, and accounting platforms that handle billing and bookkeeping
- Marketing, advertising, and analytics partners (for example, Google) where you have not opted out
- Professional advisers such as accountants, auditors, lawyers, and insurers, where engagement is reasonably required
- Government agencies, courts, or regulators, where we are legally compelled to disclose information
We do not sell, rent, or trade your personal information. Our service providers are contractually required to protect your information and may only use it for the purpose for which it was disclosed.
4. ANONYMITY AND USE OF A PSEUDONYM
Wherever it is lawful and practical, you may interact with Royal Glow anonymously or under a pseudonym — for example, when browsing our website or making a general enquiry that does not require identification.
However, certain activities require us to know who you are. These include confirming a service booking, accessing a private property, processing a payment, or responding to a formal complaint. In these situations, we will let you know what details we need and why.
5. PROPERTY ACCESS AND INFORMATION SEEN DURING SERVICE
Cleaning is, by its nature, a service that brings our team into your private and working spaces. We treat the trust this requires with the seriousness it deserves.
Keys, Alarm Codes, and Access Credentials
Where you provide us with keys, swipe cards, alarm codes, lockbox combinations, or other means of access, we maintain a secure register of these credentials. Access details are released only to the team members assigned to your property and are returned, destroyed, or rotated promptly when no longer required, when our engagement ends, or at your request.
Confidential Information Encountered On Site
During a clean, our team may inadvertently see sensitive material such as documents on desks, family photographs, mail, screens, whiteboards, or medical items. Our cleaners are trained to:
- Treat all such information as strictly confidential
- Avoid reading, photographing, removing, or otherwise engaging with documents or items beyond what is required to clean
- Report any concerning circumstances (such as obvious damage, security issues, or welfare concerns) to management without disclosing details to third parties
All Royal Glow team members are bound by confidentiality obligations as a condition of their employment or engagement.
Photography and Video
As part of our standard quality assurance and service records, our team may take before-and-after photographs of work areas during a clean. These images help us document the condition of the property, demonstrate the standard of work delivered, support warranty or guarantee claims, and assist with staff training and quality control. Where possible, our team will focus on the surfaces and areas being cleaned rather than personal belongings.
These images are stored securely and used internally for the purposes described above. We will not publish, share publicly, or use your photographs for marketing, social media, or our website without first obtaining your specific consent.
If you would prefer that we do not take photographs at your property, please let us know at the time of booking or before the service begins, and we will respect that request.
6. DIRECT MARKETING AND YOUR CHOICES
From time to time we may contact existing and prospective clients with promotional material about Royal Glow services, seasonal offers, or related cleaning content. We do this by email, SMS, or through digital advertising.
You can opt out of receiving marketing communications at any time by:
- Clicking the “unsubscribe” link at the bottom of any marketing email
- Replying “STOP” to any marketing SMS
- Contacting us directly using the details at the end of this policy
Even after you opt out of marketing, we will still contact you about service-related matters such as booking confirmations, schedule changes, invoices, and follow-ups about an active job.
7. DISCLOSURE OF INFORMATION OUTSIDE AUSTRALIA
Some of the platforms we use — including analytics, email marketing, cloud hosting, and customer relationship tools — are operated by overseas providers. As a result, your information may be stored or processed on servers located outside Australia, including in the United States and other jurisdictions.
Before engaging an overseas provider, we take reasonable steps to confirm that they handle personal information in line with the Australian Privacy Principles or under contractual protections of an equivalent standard.
8. STORING AND PROTECTING YOUR INFORMATION
We hold personal information on secure, password-protected systems with restricted access. Practical measures we take include:
- Encrypting data in transit and at rest where technically feasible
- Limiting access to personal information to staff who require it to perform their role
- Providing privacy and confidentiality training to our employees and contractors
- Maintaining secure storage for any physical records, including booking sheets and key registers
- Regularly reviewing our systems for security vulnerabilities and applying updates
While we take reasonable steps to safeguard your information, no method of online transmission or electronic storage is fully impervious to risk. We encourage you to use strong passwords and protect your own devices when interacting with us online.
9. HOW LONG WE KEEP YOUR INFORMATION
We retain personal information only for as long as it is needed for the purposes described in this policy, or as required by Australian law. In general:
- Active client records are retained for the duration of our engagement and for a reasonable period afterwards to support warranty claims, queries, or repeat bookings
- Financial and tax records are retained for at least seven (7) years, in line with Australian Taxation Office requirements
- Marketing contact details are retained until you unsubscribe or until they become inactive
- Access credentials such as alarm codes are deleted, returned, or rotated as soon as they are no longer needed
When personal information is no longer required, we take reasonable steps to either securely destroy it or de-identify it so that you can no longer be identified from the information.
10. NOTIFIABLE DATA BREACHES
Royal Glow takes data security seriously. In the unlikely event of a data breach that is likely to result in serious harm to any individual, we will respond in accordance with the Notifiable Data Breaches (NDB) scheme set out in Part IIIC of the Privacy Act 1988 (Cth).
This means we will assess the nature of the breach, take steps to contain it, and — where required — notify both you and the Office of the Australian Information Commissioner (OAIC) as soon as practicable.
11. COOKIES AND ONLINE TRACKING
Our website uses cookies and similar technologies to recognise your device, remember your preferences, measure how the site performs, and support our advertising. Cookies are small files placed on your device by a website you visit.
You can manage or disable cookies through your browser settings or, where applicable, through any cookie consent banner displayed on our site. Please note that turning cookies off may affect how parts of our website work for you.
12. ACCESSING AND CORRECTING YOUR INFORMATION
You have the right to ask us what personal information we hold about you and to request that we correct anything that is inaccurate, incomplete, or out of date. To make a request, please contact us using the details at the end of this policy.
In most cases there is no charge for accessing or correcting your information. We may charge a reasonable fee for requests that are unusually extensive or repeated. To protect your privacy, we may need to verify your identity before releasing any information.
If we are unable to provide access or make a requested correction, we will let you know in writing and explain why.
13. RAISING A PRIVACY CONCERN OR COMPLAINT
If you believe Royal Glow has mishandled your personal information or has not met its obligations under the Australian Privacy Principles, we would like the opportunity to address it first. Please contact us using the details below and we will respond within a reasonable timeframe.
14. UPDATES TO THIS PRIVACY POLICY
We may revise this Privacy Policy from time to time to reflect changes in our practices, services, technology, or legal obligations. The most current version will always be available on royalglow.com.au and will display its effective date.
We encourage you to review this policy periodically. Continued use of our website or services following any update indicates your acceptance of the revised terms.
15. CONTACT US
For any questions, concerns, or requests relating to this Privacy Policy or to the personal information we hold about you, please get in touch with our team:
Royal Glow Cleaning Services
Email: [email protected]
Phone: 1300 310 070
Website: royalglow.com.au
Hours: Monday – Saturday, 8:30am – 5:30pm
Service Area: Sydney, New South Wales