Privacy Policy

1. Who we are

This Privacy Policy explains how SOAKD EXTERIOR CLEANING SOLUTIONS PTY LIMITED (ABN 92 684 478 626) (SOAKD, we, us, our) handles personal information. We operate in accordance with the Privacy Act 1988 (Cth) and the thirteen Australian Privacy Principles (APPs).

2. What personal information we collect

We only collect personal information that is reasonably necessary for our functions and activities. The information we typically collect includes:

• Contact details - name, email address, phone number, property or business address.
• Property information - details about your building or site provided when you request a quote or walkthrough, including photographs you share.
• Business information - where you engage us in a commercial capacity, ABN, company name, role, and authorised contacts.
• Lead-magnet form data - information submitted when downloading a free guide, checklist or playbook (typically name, email, and a small number of qualifying questions).
• Quiz and tool responses - answers submitted through the Property Risk Score, Contractor Scorecard, or Maintenance Cost Calculator tools.
• Website analytics data - device type, browser, pages visited, referring site, and anonymised location. This is collected through standard analytics tools and is not used to identify individuals.
• Correspondence - emails, SMS, phone records, and meeting notes related to our work with you.

We do not knowingly collect sensitive information (as defined in the Privacy Act) and we do not collect information from children.

3. How we collect personal information

We collect personal information directly from you when you complete a form on this website, download a guide, phone or email us, request a quote, engage us for work, or communicate with us during a project. We may also receive information from third parties who refer you to us (for example, a strata manager or builder), where authorised.

4. Why we collect personal information

We use personal information to:

• Respond to enquiries and provide quotes.
• Schedule, perform, and invoice for services.
• Deliver the free guides, checklists, and tools you request.
• Send service reminders, scheduled maintenance updates, and related operational communications.
• Send occasional educational content and offers we genuinely believe will be useful to you. You can opt out of these at any time.
• Improve our services and website based on what users actually find useful.
• Meet our legal, tax, insurance, and WHS recordkeeping obligations.

5. Consent and direct marketing

When you download a guide or fill in a form, you are opting in to receive the guide plus a short educational follow-up sequence related to it. Every marketing email includes a clear unsubscribe link. Unsubscribing from marketing does not stop essential service communications (quote responses, job updates, invoices).

6. Who we share personal information with

We share personal information only with trusted service providers who help us run the business, and only to the extent necessary. Current categories of recipients include:

• CRM and email platform - stores contact records, applies tags, and sends our scheduled emails and SMS.
• Website hosting platform - serves this website and its form submissions.
• Accounting and invoicing software - processes quotes, invoices, and payments.
• Payment processors - handle card and EFT payments.
• Professional advisors - accountants, insurers, legal counsel, strictly where required.
• Government bodies - where we are required by law to disclose information (for example, WHS regulators or the ATO).

We do not sell, rent, or trade personal information to third parties. We do not disclose personal information overseas except to the extent that the cloud platforms we use for CRM, email, hosting, and accounting store data in their global infrastructure. Those providers are bound by their own privacy frameworks and we only use providers with appropriate security.

7. How we store and protect personal information

Personal information is stored in secure cloud platforms with access restricted to personnel who need it to perform their role. We use industry-standard security measures including encrypted transmission, password-protected accounts, and multi-factor authentication on administrative access. We retain personal information only for as long as needed to provide services, meet legal obligations (for example, seven years for tax and accounting records), and resolve any disputes.

While we take reasonable steps to protect your information, no internet-based system is perfectly secure. If you believe your information may have been compromised, contact us immediately.

8. Cookies and analytics

This website uses cookies and analytics tags to measure traffic, improve user experience, and attribute lead-magnet downloads to specific campaigns. You can control cookies through your browser settings. Disabling cookies may limit some functionality.

9. Your rights

Under the Australian Privacy Principles you have the right to:

• Access the personal information we hold about you.
• Correct any information that is inaccurate, out-of-date, incomplete, irrelevant, or misleading.
• Request deletion of your information, subject to our legal recordkeeping obligations.
• Opt out of marketing communications at any time.
• Complain about how we have handled your information.

To exercise any of these rights, contact us using the details below. We will respond within 30 days.

10. Complaints

If you believe we have breached your privacy, please contact us first using the details below. We will investigate and respond within 30 days. If you are not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner at oaic.gov.au or by phoning 1300 363 992.

11. Changes to this policy

We may update this Privacy Policy from time to time. The version shown here is always the current one. The date at the top of this page reflects the most recent change. Continued use of our website or services after an update constitutes acceptance of the updated policy.

12. Contact us

For privacy enquiries, requests to access or correct your information, or complaints:

SOAKD EXTERIOR CLEANING SOLUTIONS PTY LIMITED
ABN: 92 684 478 626
Phone: 0418 167 798
Email: info@soakdexteriorcleaning.com.au
Web: soakdexteriorcleaning.com.au