Steam Experts (‘we’, ‘our’, ‘us’) is an Australian professional cleaning company operating in Sydney and Brisbane. We are committed to protecting your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This Privacy Policy explains how we collect, use, disclose, store, and protect your personal information when you use our website (steamexperts.com.au), contact us by phone, email, WhatsApp or SMS, or engage us for cleaning services.

By using our website or services, you consent to the collection and use of your information as described in this policy.

1. Information We Collect

We collect personal information that is necessary to provide our services, process bookings, and communicate with you.

1.1 Information you provide directly:

• Full name
• Email address
• Phone number (used for calls, SMS and WhatsApp communication)
• Property address and suburb (required to provide cleaning services)
• Service enquiry details, special requests and booking information
• Payment information (processed securely via Stripe — we do not store your full card details)

1.2 Information collected automatically when you visit our website:

• IP address and device information
• Browser type and version
• Pages visited and time spent on our site
• Referring website or search query that led you to our site
• Cookie identifiers (see Section 7 — Cookies)

1.3 Information from third parties:

• Reviews or feedback submitted on Google, Yelp, or other review platforms
• Enquiries submitted via third-party directories

2. How We Use Your Information

We use your personal information for the following purposes:

2.1 To provide and manage our services:

• Process and confirm your cleaning bookings
• Schedule cleaners and coordinate service delivery
• Send booking confirmations, reminders, and follow-up messages via email or SMS
• Process payments through Stripe
• Handle re-clean requests, complaints, and satisfaction guarantee claims

2.2 To communicate with you:

• Respond to enquiries submitted via our website, phone, email, or WhatsApp
• Send service updates, booking reminders, and after-clean follow-up messages
• Contact you regarding changes to bookings or our services

2.3 For marketing purposes (with your consent):

• Send promotional emails and SMS messages about our services, special offers, and cleaning tips
• You may opt out of marketing communications at any time by replying STOP to any SMS, clicking the unsubscribe link in any email, or contacting us at admin@steamexperts.com.au

2.4 To improve our website and services:

• Analyse website traffic and usage patterns using Google Analytics
• Improve our service offerings, pricing, and customer experience
• Monitor and improve our online booking and enquiry systems

2.5 To comply with legal obligations:

• Meet requirements under Australian law including tax, employment, and consumer protection legislation
• Respond to valid legal requests from government authorities or courts
• Protect our legal rights and interests in any dispute

3. How We Share Your Information

We do not sell your personal information to third parties. We may share your information with the following parties only as necessary to provide our services:

3.1 Service Providers and Technology Partners:

• Stripe (stripe.com) — payment processing. Your card details are handled directly by Stripe and are not stored on our systems. Stripe’s privacy policy is available at stripe.com/privacy.
• ServiceM8 — our field service management and job scheduling platform. Customer name, contact details and job information are stored in ServiceM8 to manage bookings and communicate with assigned cleaners.
• Google (Google Analytics, Google Tag Manager, Google Ads) — website analytics and advertising. Google may collect anonymised usage data via cookies on our website.
• Email and SMS service providers — used to send booking confirmations, service reminders, and marketing communications.

3.2 Our Cleaning Staff:

• We share your name, property address, and relevant job details with the cleaners assigned to your booking. All staff are bound by confidentiality obligations as part of their engagement with Steam Experts.

3.3 Legal and Regulatory Authorities:

• We may disclose your information to government agencies, courts, or law enforcement where required by law or in response to valid legal processes.

3.4 Business Transfers:

• In the event Steam Experts is acquired, merged, or transfers its operations, your personal information may be transferred as part of that transaction. We will notify you of any such change via our website.

4. Payment Information and Stripe

Where you make a payment online, payment processing is handled by Stripe, Inc., a PCI-DSS Level 1 certified payment processor.

• Your card details are transmitted directly to Stripe using secure TLS encryption
• We do not see, access, or store your full card number, CVV, or expiry date on our systems
• We may retain a Stripe customer token to facilitate repeat bookings — this token cannot be used to make unauthorised charges
• Stripe operates under its own Privacy Policy available at stripe.com/privacy

For payments taken over the phone, card details are processed through our payment terminal at the time of the call. These details are not recorded or retained by us after processing is complete.

5. SMS, WhatsApp and Email Communications

We use SMS, WhatsApp, and email to communicate with customers in the following ways:

5.1 Service communications (not marketing):

• Booking confirmations and appointment reminders
• Follow-up messages after a clean is completed
• Requests for Google reviews following a completed service
• Overdue payment reminders
• Responses to your service enquiries

These messages are sent as part of delivering our services. By booking with us, you consent to receiving these service communications via your provided contact details.

5.2 Marketing communications:

• Promotional offers, seasonal discounts, and service announcements
• Cleaning tips, guides, and newsletter content

Marketing messages are only sent where you have opted in to receive them. You can opt out at any time by:

• Replying STOP to any SMS marketing message
• Clicking the unsubscribe link in any marketing email
• Contacting us at admin@steamexperts.com.au or calling (02) 9158 8729

We comply with the Spam Act 2003 (Cth) and the Do Not Call Register Act 2006 (Cth). We will not send unsolicited commercial messages to numbers or email addresses where consent has not been provided or has been withdrawn.

6. Data Storage and Security

Your personal information is stored on secure systems located in Australia or with cloud service providers that maintain data centres in Australia or in countries with equivalent privacy protections.

We take reasonable steps to protect your personal information from unauthorised access, disclosure, misuse, loss, alteration, or destruction. Our security measures include:

• Secure HTTPS encryption on our website (enforced site-wide)
• Password-protected access to all business systems including ServiceM8 and our email platform
• Limiting access to personal information to staff members who require it to perform their role
• Use of reputable, industry-standard third-party platforms with their own security certifications (Stripe, ServiceM8, Google)

While we take all reasonable precautions, no method of electronic transmission or storage over the internet is 100% secure. We cannot guarantee the absolute security of your personal information.

In the event of a data breach that is likely to result in serious harm to any individual, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required under the Notifiable Data Breaches (NDB) scheme under Part IIIC of the Privacy Act 1988 (Cth).

7. Cookies and Tracking Technologies

Our website uses cookies and similar tracking technologies to operate correctly, improve your experience, and understand how the site is used. Cookies are small text files placed on your device by your browser.

7.1 Essential cookies:

• Required for the website to function — enable contact forms, enquiry submissions, and basic navigation
• Cannot be disabled without affecting core site functionality

7.2 Analytics cookies (Google Analytics and Google Tag Manager):

• Collect anonymised data about how visitors use our website (pages visited, time on site, device type)
• Help us understand which pages are most popular and where visitors come from
• Data is aggregated and does not identify individual users
• You can opt out of Google Analytics tracking at: tools.google.com/dlpage/gaoptout

7.3 Marketing and advertising cookies (Google Ads):

• Used to display Steam Experts advertisements to people who have previously visited our website (remarketing)
• Track whether users who clicked our ads subsequently booked a service (conversion tracking)
• You can manage your ad personalisation settings at: myaccount.google.com/data-and-privacy

7.4 Performance cookies (NitroPack):

• Used to optimise website loading speed and performance
• Do not collect personally identifiable information

You can control or disable cookies at any time through your browser settings. Note that disabling certain cookies may affect the functionality of our website. Most modern browsers allow you to refuse cookies, delete existing cookies, or receive notifications when cookies are being placed.

8. How Long We Keep Your Information

We retain your personal information for as long as necessary to provide our services, maintain our customer relationships, meet legal obligations, and resolve disputes. In general:

• Customer booking and contact records — retained for a minimum of 5 years from the date of last service
• Payment records — retained as required by Australian taxation law (minimum 5 years from the end of the relevant financial year)
• Marketing opt-out records — retained indefinitely to ensure we continue to honour your preferences
• Website analytics data — retained in accordance with Google Analytics default retention settings (26 months)
• Job photos and reports provided to property managers — retained for the duration required by the relevant tenancy

When we no longer need your information for these purposes, we will take reasonable steps to securely delete or permanently de-identify it.

9. Your Rights and Choices

Under the Privacy Act 1988 (Cth) and the Australian Privacy Principles, you have the following rights in relation to your personal information held by Steam Experts:

• Access: You may request a copy of the personal information we hold about you. We will provide this within 30 days of your request.
• Correction: If you believe any information we hold is inaccurate, incomplete, or out of date, you may request that we correct it.
• Deletion: You may request that we delete your personal information. We will do so where we are not legally required to retain it.
• Opt-out of marketing: You may opt out of receiving marketing emails or SMS at any time — see Section 5 for how.
• Complaints: You have the right to make a complaint to us or to the OAIC if you believe we have breached the Australian Privacy Principles.

To exercise any of these rights, please contact us using the details in Section 12. We will respond to all requests within 30 days. There is no charge for making a request, though we may apply a reasonable fee for providing access to a large volume of information.

If we refuse your request, we will provide written reasons and advise you of your right to complain to the OAIC.

10. Children’s Privacy

Our services are intended for adults aged 18 and over. We do not knowingly collect personal information from children under the age of 18. If you are a parent or guardian and believe we have inadvertently collected information about a child, please contact us immediately at admin@steamexperts.com.au and we will delete the information promptly.

11. External Links and Third-Party Websites

Our website may contain links to third-party websites including Google Reviews and social media platforms (Facebook, Instagram). These websites operate under their own privacy policies and we are not responsible for their privacy practices or the content they host. We recommend reviewing the privacy policy of any third-party website you visit before providing any personal information.

12. Complaints

If you have a concern or complaint about how Steam Experts has handled your personal information, please contact us first. We take all privacy complaints seriously and will investigate and respond to your complaint within 30 days.

If you are not satisfied with our response, or if we fail to respond within 30 days, you have the right to lodge a formal complaint with the Office of the Australian Information Commissioner (OAIC):

• Website: oaic.gov.au
• Phone: 1300 363 992
• Email: enquiries@oaic.gov.au
• Post: GPO Box 5218, Sydney NSW 2001

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. When we make significant changes, we will:

• Update the ‘Last Updated’ date at the top of this page
• Post a notice on our website homepage where the changes are material

Your continued use of our services after any changes are posted constitutes your acceptance of the updated policy. We encourage you to review this policy periodically. Previous versions of this policy are available on request.

14. Contact Us

For any questions, access requests, correction requests, or complaints regarding this Privacy Policy or your personal information, please contact us:

This Privacy Policy was last updated in May 2026 and is effective from 1 July 2025.

Steam Experts  |  ABN: 50 673 604 549  |  steamexperts.com.au