Privacy Policy
Hazelnut Home Services (“HHS”, “we”, “our”, “us”) respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, store and disclose your information in accordance with Australian Privacy Principles under the Privacy Act 1988 (Cth).
By using our website, booking platform, social media pages, or services, you agree to this Privacy Policy.
1. What Personal Information We Collect
We collect personal information reasonably necessary to provide our services. This may include:
1.1 Contact & Identity Information
Name
Phone number
Email address
Residential address (for service delivery)
1.2 Booking & Service Information
Service history
Notes regarding your property or preferences
Access instructions (lockbox codes, key locations)
Access codes are stored in encrypted form.
1.3 Payment Information
Payment method details (processed securely via Stripe or card processor)
We do not store full card numbers on our servers.
1.4 Website & Technical Data
IP address
Browser information
Pages visited
Device type
Cookies and tracking data
1.5 Optional Information
Feedback or reviews
Photos voluntarily provided
Consent-based before/after images (non-identifying)
2. How We Collect Your Information
We collect information through:
Website and booking forms
Phone, SMS, or email communications
Social media messaging
Automatic website tracking technologies
When you engage a service provider through HHS
If you provide information on behalf of another person (e.g., a family member or rental tenant), you confirm you have their consent.
3. How We Use Your Information
We use your information for purposes including:
Providing and managing cleaning and home-support services
Processing payments and issuing invoices
Assigning suitable independent contractors
Communicating booking reminders, updates, and service notifications
Improving our services, website experience, and customer support
Quality assurance, including non-identifying before/after photos
Handling complaints, feedback, or dispute resolution
Sending service updates, promotions, or newsletters (you may opt out anytime)
We will not use your personal information for any purposes other than those outlined above without your consent, unless required by law.
4. Disclosure of Information
We may share your information with:
4.1 Independent Contractors
So they can:
Attend your booking
Access your property
Deliver the service safely and effectively
Contractors receive only the information required for the service.
4.2 Service Providers
Such as:
Payment processors (e.g., Stripe)
Booking software providers
Email and SMS providers
IT, website, or cloud storage services
These providers must comply with privacy and security standards.
4.3 Legal Requirements
We may disclose information if required by law, court order, or regulatory authority.
4.4 Business Operations
If HHS is involved in a merger, acquisition, or business sale, personal information may be transferred as part of the transaction.
5. Data Storage & Security
We take reasonable steps to protect your personal information from misuse, loss, unauthorised access, or disclosure.
Measures may include:
Encrypted data transmission
Secured third-party payment gateways
Password-protected internal systems
Restricted staff/contractor access
Secure cloud storage
No method of online storage is 100% secure, but we follow industry best practices.
6. Access & Correction of Information
You may request:
Access to your personal information
Corrections to inaccurate or outdated information
Deletion of information where legally permissible
To request this, contact:
📧 [email protected]
📞 0478 137 555
We will respond within a reasonable timeframe, usually within 7–14 business days.
7. Cookies & Website Tracking
Our website uses cookies to:
Improve user experience
Remember your preferences
Analyse traffic and website behaviour
You may disable cookies in your browser, but some features may not function correctly.
8. Before / After Photos
With your service booking, you consent to:
Non-identifying before/after images being taken for quality assurance
Photos being stored securely
Internal training or quality audits
We will not publish any photos containing personal or identifying information without explicit written consent.
You may opt out at any time by notifying us.
9. Sensitive Information
We do not intentionally collect sensitive information (e.g., medical details, health conditions) unless you voluntarily disclose information relevant to cleaning (e.g., allergies, product sensitivities).
Sensitive information is handled with greater protection.
10. Third-Party Links
Our website may contain links to external sites. HHS is not responsible for:
The content
Privacy practices
Security
Data handling
of external websites.
We recommend reviewing their privacy policies.
11. Overseas Disclosure
Some third-party service providers (e.g., cloud hosting, payment processors) may store information on servers outside Australia.
We take reasonable steps to ensure overseas recipients comply with privacy obligations comparable to the Australian Privacy Principles.
12. Marketing & Communications
We may send:
Booking confirmations
Service updates
Special offers or newsletters
Business announcements
You may opt out anytime by using the unsubscribe link or contacting us.
13. Complaints
If you believe your privacy has been breached:
Contact us at [email protected]
We will investigate the matter promptly
If unresolved, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au
14. Updates to This Policy
This Privacy Policy may be updated occasionally.
Any changes will be posted on our website with an updated “Last Updated” date.
Terms & Conditions
HAZELNUT HOME SERVICES — TERMS & CONDITIONS
These Terms & Conditions (“Terms”) govern the use of Hazelnut Home Services (“HHS”, “we”, “our”, “us”) and all cleaning and home-support services booked through our website, social media, booking platform, or directly with our team.
By booking a service with HHS, you agree to these Terms.
1. About Hazelnut Home Services
Hazelnut Home Services is a cleaning and home-support business operating in NSW, Australia.
ABN: 47 689 749 942
HHS operates as a platform that connects clients with independent cleaning contractors. Cleaners engaged through HHS are not employees of HHS.
2. Services Provided
These Terms apply to all services offered, including:
Standard Cleaning
Deep Cleaning
End-of-Lease Cleaning
Homekeeping Service
One-off cleans
Recurring cleans
HHS may modify or discontinue services at any time.
3. Independent Contractors
All cleaning services are delivered by independent contractors who operate their own cleaning businesses.
By booking with HHS, you acknowledge that:
Cleaners are not employees of HHS
Cleaners are responsible for their own insurances, equipment & compliance
HHS is not liable for the acts, omissions, negligence, or conduct of contractors
HHS provides booking, scheduling, support, and service coordination only
4. Booking, Payment & Pricing
4.1 Payment Methods
HHS accepts the following:
Credit/debit card
Stripe
Business invoices (approved clients only)
4.2 Payment Timing
By booking with HHS, you authorise:
A card capture/hold at time of booking
Automatic charging to your saved payment method after the service is completed
For business clients: invoicing may occur by arrangement
4.3 Pricing
Quotes provided are estimates and may change if additional time or work is required
Additional fees apply for excessively dirty homes, extra tasks, or extra labour
Rates may change at any time with notice
Prices exclude GST unless stated otherwise
Discounts for recurring services are applied automatically where eligible
5. Cancellations, Rescheduling & Access
5.1 Cancellation / Reschedule Policy
Free cancellation or reschedule with 24 hours’ notice
Less than 24 hours’ notice → 50% cancellation fee of the booked service
Applies to one-off and recurring clients
5.2 Access to Property
You may provide access by:
Lockbox code
Door code
Key left in a safe location
If cleaners cannot access the property within 15 minutes of arrival, this is treated as a late cancellation and charged at 50% of the service fee.
6. Quality Guarantee
HHS offers a 24-hour re-clean guarantee.
To claim this:
You must contact HHS within 24 hours of completion
The re-clean applies only to the areas originally booked
No refunds are provided
7. Damage, Breakages & Liability
7.1 Limitation of Liability
Because cleaners are independent contractors:
HHS is not responsible for damage, breakages, loss, or theft arising from cleaning services
Contractors are responsible for holding their own Public Liability Insurance
Any damage claims will be referred to the assigned contractor for resolution
HHS may assist with communication but is not liable for resolving disputes.
7.2 Client Responsibilities
To minimise risk, clients agree to:
Remove fragile or valuable items from accessible areas
Secure pets
Inform HHS or the cleaner of any hazards, pre-existing damage, or sensitive surfaces
Understand that cleaners will not lift heavy furniture or items over 10kg
HHS is not liable for:
Pre-existing damage
Wear and tear
Discolouration due to age/cleaning product reaction
Failure of delicate or poorly maintained fixtures
8. Customer Obligations
Customers agree to:
Ensure the property is safe and free from hazards
Secure pets during the service
Disclose any special conditions (e.g., damaged flooring, delicate materials)
Understand services may take longer if the home is excessively dirty and additional charges may apply
Approve additional time before the cleaner proceeds
9. Pets & Special Conditions
HHS is not responsible for pets escaping
Cleaners may refuse service if pets are aggressive
Additional fees may apply for heavy pet hair
Cleaners do not clean pet waste
10. Photography & Marketing
By booking a service, you consent to HHS taking before/after photos for quality assurance and training purposes.
Photos will never include identifying details (people, addresses, recognisable personal items).
You may request no photography at any time.
11. Use of Low-Tox Products
HHS:
Supplies all low-tox products for cleaning
Is not responsible for reactions to cleaning products unless caused by negligence
Encourages clients with sensitivities to advise us before the service
12. Website Use & Intellectual Property
All website content — including text, graphics, images, branding, and layout — is owned by Hazelnut Home Services.
You agree not to:
Copy or reproduce content
Scrape website data
Use any materials without written permission
No user-generated content is permitted on the website or booking platform.
13. Governing Law & Dispute Resolution
These Terms are governed by the laws of New South Wales, Australia.
Before commencing legal action, both parties agree to attempt mediation in good faith.
14. Contact Details
Hazelnut Home Services
Email: [email protected]
Phone: 0478 137 555
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