Privacy Policy
El-Khoury Cleaning is committed to protecting your privacy and handling your personal information with care, discretion and confidentiality.
This Privacy Policy explains how El-Khoury Cleaning collects, uses, stores, discloses and protects personal information in connection with our website, enquiries, bookings, invoices, payments and cleaning services.
We manage personal information with regard to applicable Australian privacy laws, including the Privacy Act 1988 (Cth) where applicable, and the Australian Privacy Principles.
A copy of the Australian Privacy Principles is available from the Office of the Australian Information Commissioner at www.oaic.gov.au.
What is Personal Information?
Personal information is information or an opinion that identifies, or could reasonably identify, an individual.
The types of personal information we may collect include:
Name
Phone number
Email address
Service address
Billing details
Appointment details
Property information
Access instructions
Service preferences
Uploaded files or photographs
Payment-related information
Communication history
Any information you provide through our website, booking forms, enquiry forms or direct communication with us
Why We Collect Personal Information
We collect personal information for the purpose of operating our business and providing cleaning services to our clients.
This may include:
Responding to enquiries
Managing bookings and appointments
Preparing quotations
Providing cleaning services
Issuing invoices
Processing payments
Sending appointment confirmations and reminders
Managing client communication
Preparing service notes and instructions for staff
Handling complaints, feedback or service concerns
Maintaining business and financial records
Improving our services
Marketing or client updates, where permitted
We may also use personal information for secondary purposes closely related to the primary purpose of collection, where you would reasonably expect us to do so.
You may unsubscribe from marketing communications at any time by contacting us or using the unsubscribe option where available.
How We Collect Personal Information
We may collect personal information in a number of ways, including:
Through our website
Through Squarespace forms
Through Acuity Scheduling or booking forms
Through email, telephone, SMS or direct communication
Through invoices and payment systems
Through Stripe or other payment processing systems
Through service agreements or client forms
Through uploaded files, photographs or property information provided by you
Through third parties where reasonably necessary and appropriate, such as a property manager, business representative or authorised contact
Where reasonable and practicable, we will collect personal information directly from you.
Website, Cookies and Analytics
Our website is hosted by Squarespace.
When you visit our website, Squarespace may collect information necessary to operate, protect and improve the website. This may include information about your browser, device, network, IP address, pages visited, timestamps, clicks and website activity.
Our website may also use cookies and similar technologies to help the website function, improve user experience and understand website traffic.
Bookings, Scheduling and Appointment Information
When you book an appointment or submit a service request, we collect information necessary to manage your booking and prepare your service.
This may include your name, email address, phone number, service address, appointment details, property information, service requirements, access instructions, uploaded files or photographs, and any special instructions you provide.
Booking and appointment information may be processed and stored through Squarespace, Acuity Scheduling and related booking systems used by El-Khoury Cleaning.
By booking a service, you consent to El-Khoury Cleaning collecting, storing and using your booking information for service-related purposes.
Invoices, Payments and Stripe
We may collect personal information for invoicing and payment purposes, including your name, email address, invoice details, payment history and service details.
Payments may be processed through Stripe or other secure payment systems. Stripe may collect and process payment information in accordance with its own privacy policy and payment processing terms.
El-Khoury Cleaning does not store full credit card details unless expressly handled through a secure authorised payment provider.
Staff Access and Confidentiality
Client information may be accessed only by authorised EL-KHOURY CLEANING staff, contractors or representatives where required to provide the agreed service or operate the business.
This may include access to booking details, appointment times, property address, access instructions, service notes, safety information, invoicing details or relevant client preferences.
All staff are expected to maintain strict confidentiality. Client information, property details, household routines, business operations, access codes, keys, security procedures and personal circumstances must not be disclosed, misused, photographed or shared except where required for service delivery or business operations.
Complete Discretion and Sensitive Clients
We understand that some clients require a higher level of privacy and discretion.
Clients requiring complete discretion, additional confidentiality arrangements, restricted staff access to information, or special handling of private property details should contact Charbel directly prior to booking or service commencement.
Any concerns regarding privacy, confidentiality, security, access details, staff discretion or sensitive property information should be addressed directly to Charbel.
Sensitive Information
Sensitive information may include information or an opinion about a person’s health, racial or ethnic origin, religious beliefs, political opinions, criminal record, union membership, professional memberships or other sensitive matters as defined under Australian privacy law.
El-Khoury Cleaning will only collect sensitive information where it is reasonably necessary for our services, where you have consented, or where required or authorised by law.
This may include information relevant to safety, access, health risks, allergies, infection-control requirements, biohazard risks, medical or childcare environments, or other service-related requirements.
Sensitive information will be treated with strict confidentiality.
Photography, Files and Property Information
Where photographs, files or property information are provided by the client or collected for service-related purposes, they will be used only for legitimate business purposes.
This may include quoting, service preparation, quality assurance, before-and-after documentation, damage reporting, safety issues, access concerns or internal operational records.
El-Khoury Cleaning will never publish, post or use photographs, videos, identifying property details, client names, personal belongings or private information for marketing or social media without client permission. Identifying property/client details will never be shared, unless with explicit, expressed consent from the client.
Disclosure of Personal Information
We do not sell client information.
We may disclose personal information only where reasonably necessary, including:
To authorised staff or contractors for service delivery
To Squarespace, Acuity Scheduling, Stripe or other systems used for website, booking, invoicing or payment processing
To professional advisers, insurers or business service providers where required
Where required or authorised by law
Where necessary to protect the safety, rights or property of El-Khoury Cleaning, staff, clients or others
Where you have provided consent
Security of Personal Information
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.
This may include limiting access to authorised persons, using secure business systems, maintaining confidentiality expectations for staff, and handling access information carefully.
Access details such as keys, lockbox codes, alarm codes, fobs, swipe cards, concierge instructions and security procedures are used only for service-related purposes and shared only with authorised staff where required.
Retention of Personal Information
We retain personal information for as long as reasonably necessary for the purpose for which it was collected, including providing services, maintaining business records, meeting legal and accounting obligations, resolving disputes and managing client relationships.
Where personal information is no longer required, we will take reasonable steps to destroy or de-identify it, subject to business, legal, accounting or insurance record-keeping requirements.
Accessing or Correcting Your Personal Information
You may request access to the personal information we hold about you.
You may also request that we correct or update your personal information if it is inaccurate, incomplete or out of date.
To protect your privacy, we may require identification before releasing or changing personal information.
Quality of Personal Information
We take reasonable steps to ensure the personal information we hold is accurate, complete and up to date.
Please contact us if your information changes or if you believe any information we hold is incorrect.
Complaints and Enquiries
If you have any questions, concerns or complaints about this Privacy Policy or the way your personal information is handled, please contact:
Charbel
El-Khoury Cleaning
Email: charbel@elkhourycleaning.com
We will review privacy concerns carefully and respond within a reasonable timeframe.
Policy Updates
This Privacy Policy may be updated from time to time. The current version will be available on our website.