Privacy Policy

NATURO GROUP PTY LTD ATF Hanelg Trust ("Naturo Group", "we", "our", "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, hold, use and disclose personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. What we collect

We may collect the following personal information:

• Identity and contact details: name, phone number, email address, and service address.
• Service details: home size, number of bedrooms / bathrooms, requested services, scheduling preferences and access instructions.
• Eligibility information for funded programs (e.g. NDIS, DVA, Aged Care, Insurance) where you ask us to act for you.
• Payment and billing information processed by our payment provider (we do not store full card numbers).
• Website usage data such as IP address, device type, browser, pages visited, referring URL, and marketing campaign parameters (UTM, gclid, fbclid).

2. How we collect it

We collect personal information directly from you when you request a quote, book a service, contact us by phone or email, apply for employment, or interact with our website. We may also receive information from third parties such as plan managers, support coordinators, insurers, case managers or referrers, where you have asked them to share your details with us.

3. Why we collect it

We use personal information to:

• Provide quotes, bookings and the cleaning services you request.
• Communicate with you about your booking, including reminders and follow-ups.
• Invoice your plan manager, insurer or case manager where applicable.
• Improve our services, website and customer experience.
• Send marketing communications, where you have given consent and have not opted out.
• Comply with our legal, insurance and regulatory obligations.

4. Who we share it with

We may share your personal information with:

• Our trained, police-checked cleaning team members assigned to your job.
• Service providers who help us run our business (form intake, email, SMS, calendar, payments, hosting, analytics).
• Your plan manager, insurer, case manager or referrer where you have asked us to deal with them on your behalf.
• Law enforcement, regulators or courts where required by law.

We do not sell your personal information.

5. Overseas disclosure

Some of our service providers (for example our website hosting, form intake and email providers) may store data on servers located outside Australia, including in the United States and the European Union. We take reasonable steps to ensure these providers handle your information consistently with the Australian Privacy Principles.

6. How long we keep it

We retain personal information only for as long as we need it for the purposes described above, or as required by law (for example, taxation and insurance record-keeping requirements). Quote enquiries that do not become bookings are typically retained for up to 24 months for follow-up and service improvement, then de-identified or deleted.

7. Security

We take reasonable technical and organisational steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. No system is completely secure; if we become aware of a notifiable data breach we will comply with our obligations under Part IIIC of the Privacy Act.

8. Your rights

You have the right to:

• Request access to the personal information we hold about you.
• Ask us to correct information that is inaccurate, out of date or incomplete.
• Withdraw consent for marketing communications at any time.
• Make a complaint about how we have handled your personal information.

To exercise any of these rights, contact us using the details below. We will respond within a reasonable period (usually 30 days). If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

9. Cookies & tracking

We use cookies, browser storage and similar technologies. See our Cookies & Data Policy for details and how to control them.

10. Changes to this policy

We may update this Privacy Policy from time to time. The "Last updated" date at the top of this page reflects the most recent revision. Material changes will be highlighted on our website.

11. Contact us

NATURO GROUP PTY LTD ATF Hanelg Trust
ABN 59 132 954 348
Email: admin@naturogroup.com.au
Phone: 1300 876 472