Privacy Policy

What we collect

• Your contact and property details: name, email, mobile, the property address, the inspection you need and any comments you give us, through our quote and contact forms, by phone or by email.
• What you type into our forms, even before you submit them. See "Forms you start but do not finish" below.
• Booking and job details: appointment times, access arrangements, inspection findings and reports.
• Calls and messages: phone calls with our team may be recorded for quality and training, and we keep the emails and text messages we exchange with you.
• Payments: card payments are processed by Stripe. We do not see or store your full card number.
• How you use our website: pages visited, clicks, scrolling, device and browser type, approximate location from your IP address, the website or advert that brought you here, and session recordings (a replay of your visit, including what you type into our forms).

We do not ask for sensitive information such as health or financial details. Please do not include it in form comments.

Forms you start but do not finish

Our website records the details you type into our quote form as you type them, even if you do not press submit. If you leave the form after giving us your name and an email address or mobile number, we may contact you once about the quote you started, to help you finish it. We do this only about the inspection you were asking about, and we will not add you to marketing lists because of it. If you would rather we did not contact you, tell us when we get in touch or email [email protected] and we will delete those details.

Why we collect it

• to prepare quotes, book and carry out inspections, and deliver reports
• to contact you about your enquiry, quote or booking
• to take payment and keep business records
• to run, secure and improve our website, and to find and fix problems with it
• to measure which of our adverts work
• to send you news or offers, only where you have agreed to receive them. Every marketing email has an unsubscribe link.
• to meet our legal obligations

If you do not give us your contact details and property address, we cannot prepare a quote or book an inspection.

Who we share it with

We do not sell your personal information. We share it only with:

• Our inspectors and subcontractors, who need your details to carry out your inspection.
• Service providers who run parts of our business for us: website hosting and security (Cloudflare), address lookup (Geoscape), our customer records system (monday.com), phone, text message and email services (Aircall, Twilio, Resend, Google Workspace), payments (Stripe), website analytics and session recording (PostHog, Microsoft Clarity, Google Analytics) and workflow automation (foldrun). They may use it only to provide their service to us.
• Advertising platforms (currently Google and Microsoft), which receive a signal when a quote request is made from one of their adverts, so we can measure our advertising. These platforms have their own privacy policies.
• Anyone we are required or authorised by law to disclose it to.

Information stored outside Australia

Several of the providers above store data overseas, mainly in the United States and also in the European Union and other countries where they run data centres. We choose established providers with their own security and privacy commitments.

Cookies and tracking

Our website uses cookies and similar technology for the analytics, session recording and advert measurement described above. You can block or delete cookies in your browser settings, or use a tracking blocker. The website will still work, and you can always call us on 1300 471 805 instead of using the form.

How we keep it secure, and for how long

We use access controls, encrypted connections and reputable providers to protect your information. No system is completely secure, so we cannot guarantee it. We keep information for as long as we need it for the purposes above and to meet our legal and record keeping obligations, then delete or de-identify it.

Accessing or correcting your information

You can ask for a copy of the personal information we hold about you, ask us to correct it, or ask us to delete it where we no longer need to keep it. Email [email protected] with the subject line "Data Access Request". We will respond within 30 days.

Complaints

If you think we have mishandled your personal information, email us at the address above and we will respond within 30 days. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

Changes to this policy

We update this policy when our practices change. The date at the top shows when it last changed.