Privacy Policy

Trading name: REALCLEAN
Legal entity: FAMILY HEIR PTY LTD
Business owners: Amanda Brooks and Steven Brooks
Website: https://realclean.online
Contact email: hello@realclean.online
Effective date: 3 November 2026

1. About this policy

FAMILY HEIR PTY LTD, trading as REALCLEAN (referred to as “REALCLEAN”, “we”, “us” or “our”), respects the privacy of our customers, prospective customers and website visitors.

This Privacy Policy explains how we collect, hold, use and disclose personal information when you visit our website, contact us, submit an enquiry, request a quote or use our cleaning services.

We handle personal information responsibly and take reasonable steps to protect it from misuse, interference, loss, unauthorised access, modification or disclosure.

2. What information we collect

Depending on how you interact with REALCLEAN, we may collect:

Your name and contact details, including phone number and email address.
Your residential or service address and suburb.
Information about your cleaning requirements, preferences and requested service frequency.
Details about enquiries, quotes, bookings, appointments and communications with us.
Information required to arrange and provide cleaning services.
Invoice, payment and transaction information.
Information reasonably necessary to administer services funded or supported by third parties, including DVA, where relevant and authorised.

We aim to collect only information reasonably necessary for our business activities.

Please do not provide medical information, DVA reference numbers or other sensitive personal information through social media enquiry forms unless we specifically request information through an appropriate channel.

3. How we collect information

We may collect personal information when you:

Complete an enquiry or contact form on our website.
Submit a Facebook or Instagram lead form.
Call, email or message REALCLEAN.
Request a quote or book a cleaning service.
Receive cleaning services from us.
Communicate with our team about an existing booking or service.

We may also receive information from an authorised family member, representative or relevant service administrator where they are enquiring or arranging services on behalf of a customer.

4. How we use your information

We use personal information for purposes including:

Responding to enquiries.
Assessing service availability and cleaning requirements.
Preparing quotes and arranging bookings.
Providing and managing cleaning services.
Communicating about appointments, changes and service feedback.
Managing invoices, payments and accounts.
Administering relevant DVA-supported services where applicable.
Meeting our legal, regulatory and record-keeping obligations.
Improving our services and customer experience.

We will not sell your personal information.

We will not use information submitted through a specific service enquiry for unrelated marketing purposes without an appropriate basis or consent.

5. Who we share information with

We may disclose personal information where reasonably necessary to provide our services or operate our business, including to:

REALCLEAN team members and authorised contractors who need the information to perform their duties.
Software and technology providers used to manage our business, bookings, communications, website, advertising and accounting.
Payment providers and financial institutions where required to process transactions.
DVA or relevant service administrators where necessary to arrange, administer or claim payment for an authorised service.
Professional advisers, regulators or government authorities where required or permitted by law.

Some contractors, service providers or technology providers may be located outside Australia or may access or process information from overseas. Where personal information is disclosed to overseas recipients, we take reasonable steps to protect that information and handle it appropriately.

6. How we store and protect information

We take reasonable steps to protect personal information from unauthorised access, misuse, loss, interference or disclosure.

Information may be stored electronically in business systems, email accounts, accounting software, booking platforms and other secure business applications.

Access to customer information is restricted to people who need it for legitimate business purposes.

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, or as required by applicable legal and record-keeping obligations.

7. Cookies and website analytics

Our website may use cookies and similar technologies to help the website function, understand visitor activity and improve the experience for users.

Third-party services, including website analytics and advertising platforms, may also collect information about website interactions in accordance with their own privacy policies and settings.

You can manage cookies through your internet browser settings. Disabling certain cookies may affect website functionality.

8. Accessing and correcting your information

You may request access to personal information REALCLEAN holds about you or ask us to correct information that is inaccurate, incomplete or out of date.

To make a request, email hello@realclean.online with the subject line “Privacy Request”.

We may need to verify your identity before providing access or making changes. We will respond to your request within a reasonable timeframe, subject to any applicable legal requirements.

9. Privacy concerns and complaints

If you have a concern or complaint about how REALCLEAN has handled your personal information, please contact us:

Email: hello@realclean.online
Subject: Privacy Complaint

Please explain your concern and provide any relevant details so we can investigate.

We will review your complaint and respond as soon as reasonably practicable.

If you are not satisfied with our response, you may be able to raise the matter with the Office of the Australian Information Commissioner (OAIC).

Website: https://www.oaic.gov.au/

10. Third-party websites and services

Our website and communications may contain links to third-party websites or services, including Facebook, Instagram and other platforms.

These services have their own privacy policies and practices. REALCLEAN is not responsible for the privacy practices of external websites or platforms.

We encourage you to review their privacy policies before providing personal information.

11. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes to our business, services, technology or privacy practices.

The latest version will be published on our website, with the effective date shown at the beginning of the policy.

12. Contact us

For questions, access requests, correction requests or privacy complaints, please contact:

FAMILY HEIR PTY LTD trading as REALCLEAN
Business owners: Amanda Brooks and Steven Brooks
Email: hello@realclean.online
Website: https://realclean.online