1. What We Collect

• Contact details: name, phone number, email address, service address.
• Booking and service details: cleaning schedule, property details, service notes, photos related to service quality or complaints.
• Payment information: when you provide card details for payment or "card on file" billing, this is collected and stored directly by our payment processor, Stripe (a PCI DSS Level 1 certified provider). Plume Cleaning does not view, receive, or store your full card number - only a secure token and limited details (such as card type and last 4 digits) needed to identify your payment method.

2. How We Use Your Information

We use your information to:

• Schedule, deliver, and invoice cleaning services.
• Process one-off and recurring payments through Stripe.
• Communicate with you about bookings, service updates, and billing.
• Respond to feedback, complaints, and quality-guarantee requests.
• Improve our services and comply with our legal and accounting obligations.

3. Who We Share It With

We share limited personal information with trusted service providers who help us operate, including:

• Stripe (payment processing and card storage).
• Homeworks CRM (scheduling, job management, and invoicing).
• Xero (accounting and invoicing).

We do not sell your personal information to third parties. We only share what is necessary for these providers to deliver their service to us, and require them to protect it appropriately.

4. How We Protect Your Information

• Payment card data is handled by Stripe under PCI DSS security standards; we do not store full card numbers in our own systems.
• Access to customer information within our business is limited to staff who need it to do their job.
• We take reasonable technical and organisational steps to protect personal information from misuse, interference, loss, and unauthorised access.

5. How Long We Keep It

We retain personal and booking information for as long as needed to provide our services, meet our legal and tax obligations, and resolve any disputes, after which it is securely deleted or de-identified.

6. Your Rights

You can ask us at any time to:

• Access the personal information we hold about you.
• Correct any inaccurate information.
• Ask us to delete information we no longer need to retain.

Contact us at service@plumecleaning.com.au to make a request.

7. Marketing Communications

We may send you service-related communications (booking confirmations, invoices, service reminders) as part of delivering your service. Any separate marketing communications will only be sent with your consent, in line with the Australian Spam Act 2003, and you can unsubscribe at any time.

8. Data Breach Response

In the unlikely event of a data breach involving your personal information that is likely to result in serious harm, we will assess, contain, and notify affected customers and, where required, the Office of the Australian Information Commissioner (OAIC), in line with the Notifiable Data Breaches scheme.

9. Complaints

If you have a concern about how we've handled your personal information, contact us at service@plumecleaning.com.au or (02) 4312 7666. If you're not satisfied with our response, you can lodge a complaint with the OAIC.

10. Changes to This Policy

We may update this Privacy Policy from time to time. Changes will be posted on this page with an updated "last updated" date.

11. Contact Us