Privacy Policy
Last updated: 29 September 2026
Simply Maid Pty Ltd (ABN 20 607 907 830) ("Simply Maid", "we", "us", "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This policy applies to all users of our platform, including customers, cleaning professionals, and visitors to our website.
1. Information We Collect
1.1 Information You Provide
Customers: When you create an account or place a booking, we collect your name, email address, phone number, residential address (for service delivery), and payment information.
Lockout door photos: If your cleaning professional can't get into your home, photos of your front door taken at the time (which may show your house or unit number), with the time and how far the photo was taken from your address.
Cleaning Professionals: When you register as a provider, we collect your name, email address, phone number, residential address (for coverage area calculations), Australian Business Number (ABN), bank account details (for payments), identity verification results, public liability insurance details, vehicle and licence information, and profile photo.
Communications: We collect information you provide when contacting our support team, leaving feedback, or responding to surveys.
1.2 Information We Collect Automatically
When you use our platform, we automatically collect:
Device information (browser type, operating system, device identifiers)
Usage data (pages visited, features used, time spent on the platform)
IP address and approximate location (city-level, for service area matching)
Cookies and similar tracking technologies (see Section 8)
Location readings (cleaning professionals using the Simply Maid app): one location reading when you tap I've arrived, when you take a lockout door photo, or when you tap Leave now. We store how far you were from the address. We never track your location in the background.
1.3 Information from Third Parties
We may receive information from:
Payment processors (Stripe) — payment status and transaction details (we do not store full card numbers)
Australian Business Register — ABN validation and business status
Identity verification providers (Stripe Identity) — identity verification results for cleaning professionals
Google and analytics platforms — aggregated usage patterns
2. How We Use Your Information
We use your personal information for the following purposes:
2.1 Service Delivery
Processing and managing your bookings
Matching you with suitable cleaning professionals in your area
Calculating drive times and coverage areas (using your address coordinates)
Processing payments and managing financial transactions
Communicating about your bookings (confirmations, reminders, updates)
2.2 Platform Operations
Managing your account and preferences
Providing customer support and resolving disputes
Maintaining and improving our platform's functionality and security
Analysing usage patterns to improve our services
Generating aggregated, de-identified analytics and business insights
2.3 Communications
Sending transactional messages (booking confirmations, receipts, reminders)
Sending service-related updates and notifications
Marketing communications (only with your consent — you can opt out at any time)
Requesting reviews and feedback after service completion
2.4 Legal and Safety
Complying with legal obligations and regulatory requirements
Preventing fraud, abuse, and security threats
Enforcing our Terms of Service
Responding to legal processes and government requests
2.5 Connecting Google Calendar
When you choose Connect Google Calendar, Google asks you to authorize Simply Maid to identify your Google account and create a separate calendar for your Simply Maid schedule. We receive your Google account identifier and email address, and store an encrypted authorization token so your schedule can update without you signing in each time.
We create a calendar called Simply Maid jobs and use the permission limited to calendars created by this app. We do not request access to your existing personal calendars. For each job we send the scheduled time, the service, the suburb, a reminder one hour before it starts, and a link to the job in Simply Maid. Once you have accepted a job, we also send the customer's first name and street address so you can recognise the booking and find the home. Job offers you have not accepted show the suburb only. We never put customer surnames, phone numbers, access instructions or private booking notes in these events. If an upcoming job is cancelled or you are no longer on it, we remove its event. The job link requires signing into Simply Maid.
We store the connection status, Google calendar identifier and event identifiers needed to update or remove scheduled jobs. Google processes the exported schedule under its own privacy policy. Our backend uses Convex to store and process the connection, including its encrypted authorization token.
You can disconnect Google Calendar from Simply Maid or revoke the connection in your Google Account. Disconnecting stops updates and revokes the stored authorization token. Existing exported events remain in your Google Calendar until you remove them. Account and connection records may remain under the retention and deletion provisions of this privacy policy; contact us if you want them removed.
We use Google account and calendar information only to provide and support this connection. We do not sell it, use it for advertising or use it to train general-purpose artificial intelligence models. Simply Maid's use and transfer of information received from Google APIs follows the Google API Services User Data Policy, including its Limited Use requirements.
3. How We Share Your Information
We share your personal information only as necessary to provide our services and operate our platform:
3.1 Between Customers and Cleaning Professionals
When a booking is confirmed, we share limited information between the customer and cleaning professional to facilitate the service:
Customers receive: the cleaning professional's first name and profile information
Cleaning professionals receive: the customer's name, service address, contact number, and any booking notes or access instructions. If they have connected Google Calendar, your first name and service address also appear in their own Simply Maid jobs calendar for that booking.
3.2 Service Providers
We share information with trusted third-party service providers who assist us in operating our platform:
Stripe — for payment processing (PCI DSS Level 1 compliant)
Resend — for transactional email delivery
Twilio — for SMS notifications
Google — for maps, geocoding, and analytics
Convex — for database hosting and real-time data management
Vercel — for website hosting
These providers are contractually obligated to handle your information securely and only for the purposes we specify.
3.3 Legal Requirements
We may disclose your information if required to do so by law, court order, or government request, or if we believe disclosure is necessary to protect our rights, your safety, or the safety of others.
3.4 Business Transfers
If Simply Maid is involved in a merger, acquisition, or sale of assets, your personal information may be transferred as part of that transaction. We will notify you of any such change and any choices you may have regarding your information.
We do not sell your personal information to third parties. We do not share your information with third parties for their own marketing purposes.
4. Data Security
We take reasonable steps to protect your personal information from unauthorised access, modification, disclosure, or destruction. Our security measures include:
Encryption of data in transit (TLS/SSL) and at rest
Secure payment processing through PCI DSS Level 1 compliant Stripe
Role-based access controls for internal systems
Regular security reviews and monitoring
Secure authentication with multi-factor authentication support
While we strive to protect your information, no method of transmission over the internet or electronic storage is 100% secure. We cannot guarantee absolute security.
5. Data Retention
We retain your personal information for as long as necessary to fulfil the purposes for which it was collected, including:
Active account data — retained while your account is active and for a reasonable period after closure
Booking and transaction records — retained for seven years to comply with Australian tax and financial record-keeping requirements
Communications — retained for the duration necessary to resolve any issues and for quality assurance
Cleaning professional records (ABN, identity verification, insurance) — retained while the professional is active on the platform and for a reasonable period after deactivation
Lockout door photos and their location readings — retained for 180 days, then deleted, unless a dispute about the fee is still open
You may request deletion of your personal information at any time (see Section 6). Some information may be retained where required by law or for legitimate business purposes.
6. Your Rights Under Australian Law
Under the Australian Privacy Principles, you have the right to:
Access the personal information we hold about you
Request correction of inaccurate, incomplete, or outdated information
Request deletion of your personal information (subject to legal retention requirements)
Opt out of marketing communications at any time
Lodge a complaint about our handling of your personal information
To exercise any of these rights, please contact us at privacy@simplymaid.com.au or hello@simplymaid.com.au. We will respond to your request within 30 days.
6.1 Opting Out of Communications
You can opt out of marketing emails by clicking the "unsubscribe" link in any marketing email, or by updating your communication preferences in your account dashboard. Transactional messages related to your bookings (confirmations, receipts, reminders) cannot be opted out of while you have active services.
7. Children's Privacy
Our services are not directed at individuals under 18 years of age. We do not knowingly collect personal information from children. If we become aware that we have collected personal information from a child, we will take steps to delete it promptly.
8. Cookies and Tracking Technologies
We use cookies and similar technologies to improve your experience on our platform:
Essential cookies — required for the platform to function (authentication, session management)
Analytics cookies — help us understand how visitors interact with our platform (e.g. Google Analytics)
Preference cookies — remember your settings and preferences
You can control cookie settings through your browser preferences. Disabling essential cookies may affect the functionality of our platform.
We do not use tracking technologies for targeted advertising or sell data derived from cookies to third parties.
9. Cross-Border Data Transfers
Some of our service providers may store or process data outside of Australia, including in the United States (e.g. Stripe, Convex, Vercel, Resend, Twilio). Where personal information is transferred overseas, we take reasonable steps to ensure that the overseas recipient handles your information in accordance with the Australian Privacy Principles.
By using our platform, you consent to the transfer of your information to these overseas service providers as described in this policy.
10. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. Material changes will be communicated via email or through the Platform. The "Last updated" date at the top of this policy indicates when it was most recently revised.
11. Contact Us and Complaints
If you have any questions about this Privacy Policy or wish to make a complaint about how we handle your personal information, please contact us:
Email: privacy@simplymaid.com.au or hello@simplymaid.com.au
Phone: 1300 009 363
Mail: Simply Maid Pty Ltd, Sydney, NSW, Australia
We will acknowledge your complaint within five business days and aim to resolve it within 30 days.
If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):
Website: oaic.gov.au
Phone: 1300 363 992
Mail: GPO Box 5218, Sydney NSW 2001