1. Who this policy applies to
It applies to customers and prospective customers, cleaners and applicants, representatives of agencies that supply cleaners, and visitors to the website and app.
2. Personal and sensitive information
Personal information is information or an opinion about an identified person, or someone who is reasonably identifiable. Sensitive information includes health information and criminal-record information. We collect sensitive information only where it is reasonably necessary and with consent, or where the law otherwise allows it.
3. What we collect
For customers: name, email, phone, service address and access instructions, booking details, messages, ratings and feedback, and payment information. Card details are stored in tokenised form by our payment processor. Helpi does not store full card numbers.
For cleaners and applicants: name, contact details, identity and right-to-work information, qualifications, ABN and tax details where they apply, bank details for payment, availability and job records, location while performing a booking, ratings and conduct records, and background-check results, including a national police check collected with consent.
For agency contacts: name, role and business contact details. For all users: login details, device and usage data, and anything you choose to send when you contact us. We usually cannot arrange a booking without the information needed to do so.
4. How we collect it
We collect it from you when you create an account, book or accept work, apply, or contact us; automatically from the website and app; and from agencies, background-check providers, payment and identity providers, and referees where relevant.
5. Location
We collect the service address from customers. From cleaners using the app during a booking, we collect device location to allocate and confirm jobs, record check-in and check-out, and support safety and disputes. Turning location off may prevent a cleaner from accepting or completing a booking.
6. Why we use it
We use personal information to run accounts and bookings, take payment and pay cleaners and agencies, vet and manage cleaners, communicate about bookings and support, handle ratings, complaints and disputes, keep the platform safe, improve the service, meet legal obligations, and, where permitted, send marketing. We use it for the purpose it was collected, a related purpose you would reasonably expect, or as the law or your consent allows.
7. Who we share it with
We share what is needed to perform a booking with the allocated cleaner and the customer (for example, address and access details with the cleaner, and a cleaner’s first name with the customer). We also share information with supplying agencies, service providers (payments, identity checks, hosting, communications, mapping and analytics), professional advisers, and authorities where the law requires it or to protect someone’s safety. A purchaser of the business may receive it under confidentiality obligations.
8. Overseas disclosure
Some providers may store or process personal information outside Australia. Where we disclose information overseas, we take reasonable steps so the recipient handles it consistently with applicable privacy law.
9. Marketing
You can opt out of marketing at any time using the unsubscribe link or by emailing support@gethelpi.com. We do not use sensitive information for marketing without consent.
10. Cookies
The website and app use cookies and similar technologies to operate, remember preferences, and understand use. See the Cookie Policy.
11. Automated processes
We use technology to help match and allocate bookings. Where an automated process could significantly affect your rights, we will describe that process and the information it uses.
12. Storage and breaches
We take reasonable steps to protect personal information, including access controls, reputable providers, tokenised payments, and staff confidentiality. If we suspect a breach that is likely to cause serious harm, we will notify affected people and the relevant regulator as the law requires.
13. How long we keep it
We keep personal information only while it is needed for these purposes or as the law requires. When it is no longer needed, we take reasonable steps to destroy or de-identify it.
14. Access and correction
You can ask for access to the personal information we hold about you, and ask us to correct it, by emailing support@gethelpi.com. We respond within a reasonable period. If we decline a request where the law allows that, we will explain why and how you can complain.
15. Complaints
Email support@gethelpi.com. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au or 1300 363 992.
16. Changes
We may update this policy. The current version is published here. Material changes apply from the date they are published.