1. About this policy
This Privacy Policy explains how HYDRORA ABN 95701049943 trading as Hydrora (“Hydrora”, “we”, “us”, “our”) collects, holds, uses, discloses and protects your personal information when you visit hydrora.com.au (the Website), request a quote, or otherwise deal with us.
We handle personal information in accordance with the Privacy Act 1988 (Cth) (Privacy Act), including the Australian Privacy Principles (APPs), and other applicable Australian laws such as the Spam Act 2003 (Cth).
Hydrora provides soft wash, pressure washing and exterior cleaning services to residential and commercial properties across the Gold Coast and Brisbane, Queensland.
By using the Website or submitting an enquiry, you acknowledge that your personal information will be handled as described in this policy.
Contact details for privacy matters
- Privacy Officer
- Email: hello@hydrora.com.au
- Post: PO Box 3404, Burleigh Town QLD 4220
2. Personal information we collect
We only collect personal information that is reasonably necessary for our business functions and activities (APP 3). When you submit our quote request form, we collect:
| Form field | Required | Why we collect it |
| First name and last name | Optional | To identify you and address you correctly |
| Phone number | Required | To contact you about your quote and arrange a site assessment |
| Email address | Required | To send your quote, confirmations, invoices and job updates |
| Address of the property to be cleaned | Required | To assess the site, prepare an accurate quote, plan travel and access, and carry out the work at the correct location |
| Business name | Optional | To identify the commercial premises, strata or organisation the work relates to |
| Scope of work | Required | To understand the job, including surfaces, access and timing |
In addition, we may collect:
- Property and job information, such as photos of the premises, access instructions, site contacts and preferred times.
- Transaction information, such as invoices, payment status and job history. We do not collect or store full card details through the Website.
- Communications, including emails, text messages and call notes when you contact us.
- Technical information, such as your IP address, browser and device type, and interaction data collected automatically by reCAPTCHA and other Website technologies (see sections 5 and 6).
Where the property is your home, its address is personal information, and we treat it with the same care as your other details. We use it only to quote for and deliver our services, and we may view it on online mapping services (such as Google Maps) to plan access and assess the job before a site visit.
Please do not include sensitive information (such as health information or racial or ethnic origin) in the free-text field. We do not seek to collect sensitive information.
3. How we collect personal information
We collect personal information directly from you, by lawful and fair means, when you:
- submit the quote request form on the Website;
- call, text or email us;
- meet us on site for an assessment or job; or
- deal with us as a customer, supplier or contractor.
Sometimes we collect information about you from third parties, for example a property manager, strata manager, body corporate, tenant or colleague who requests a quote and gives us your details as the site contact. Where we do, we take reasonable steps to make you aware of the matters in this policy (APP 5).
Anonymity and pseudonymity (APP 2). You may make a general enquiry without identifying yourself. However, we need a phone number, email address, property address for cleaning and scope of work to prepare a quote and deliver our services, so we cannot quote or complete work anonymously.
Unsolicited information (APP 4). If we receive personal information we did not ask for and could not have lawfully collected, we will destroy or de-identify it as soon as practicable, where lawful and reasonable to do so.
If you do not provide information. If you do not provide the required fields, we may be unable to respond to your enquiry, prepare an accurate quote or carry out the work.
4. How we use and disclose your information
We use and disclose your personal information for the primary purpose for which it was collected, being to respond to your enquiry and provide our services, including to:
- respond to your enquiry and prepare and send a quote;
- contact you to assess the job and arrange scheduling and site access;
- perform the cleaning work and communicate with you about it;
- issue invoices, process payments and manage your account;
- handle feedback, complaints and warranty or rework requests;
- maintain business records and meet our legal, insurance, tax and accounting obligations; and
- protect the Website from spam, fraud and abuse.
We will only use or disclose your information for another (secondary) purpose if you consent, if you would reasonably expect it and it is related to the primary purpose, or if it is required or authorised by law (APP 6).We do not sell, rent or trade your personal information.
Direct marketing (APP 7 and Spam Act). We send marketing, such as offers, news and reminders for scheduled maintenance, only if you tick the optional marketing consent box on our enquiry form or otherwise agree to receive it. Giving this consent is not a condition of receiving a quote or our services. Every marketing email or SMS will identify us and include a simple way to opt out. You can opt out at any time by using the unsubscribe link, replying STOP, or contacting us. We will action opt-out requests promptly, and within 5 business days for electronic messages.
Consents on our enquiry form. When you submit our enquiry form, we ask you to tick two boxes:
1. Privacy acknowledgement (required): “I have read and agree to the Privacy Policy, and I consent to Hydrora collecting, using and disclosing my personal information as described in it to respond to my enquiry, prepare a quote and provide its services.”
2. Marketing consent (optional): “I would like to receive offers, news and maintenance reminders from Hydrora by email and SMS. I understand I can unsubscribe at any time.”
Both boxes are unticked by default. The form cannot be submitted without the privacy acknowledgement. The marketing box is optional, and we keep a record of the date and time you gave or withdrew consent.
5. Who we share information with, including overseas
We may disclose personal information to service providers who help us run our business, only as needed for the purposes above. These include:
| Recipient | Purpose | Likely location |
| Website developer and maintainer (Alter Digital) | Building, maintaining and supporting the Website | Australia |
| Website hosting provider | Hosting the Website and storing form submissions | Australia |
| Email and business software providers (Google Workspace / Microsoft 365, accounting and job management software) | Receiving enquiries, quoting, scheduling, invoicing and record-keeping | Australia, United States and other countries |
| Google (reCAPTCHA, Google Maps, Google Fonts) | Spam and abuse protection; showing our service location; displaying website fonts | United States and other countries |
| Subcontractors working on your job | Carrying out the work at your premises | Australia |
| Professional advisers and insurers | Accounting, legal, insurance and claims | Australia |
| Government authorities and regulators | Where required or authorised by law | Australia |
Overseas disclosure (APP 8). Some of these providers store or process data outside Australia, mainly in the United States. Before disclosing personal information overseas, we take reasonable steps to ensure the recipient handles it consistently with the APPs, for example by using reputable providers bound by contractual privacy and security obligations.
Google reCAPTCHA. Our form uses Google reCAPTCHA to check that submissions are made by a person. reCAPTCHA collects hardware and software information, such as device and application data, and sends it to Google for analysis. Its use is subject to the Google Privacy Policy and Google Terms of Service.
6. Cookies and website technologies
Our website uses cookies and similar technologies, which are small files or scripts that store or read information on your device. We use:
- Essential cookies set by our website platform (WordPress) to make the site and the quote form work;
- Security cookies set by Google reCAPTCHA to detect spam and automated abuse; and
- Third-party content such as an embedded Google Map and Google Fonts, which may cause your browser to send your IP address and device information to Google.
We use Google Analytics to understand how visitors use the Website. It collects information such as pages visited, time on site and approximate location. You can opt out using the Google Analytics opt-out add-on.
You can block or delete cookies through your browser settings. If you block essential or reCAPTCHA cookies, the quote form may not work, and you can contact us by phone instead.
The Website may link to other websites. We are not responsible for their privacy practices, so please review their privacy policies.
7. Security, retention and data breaches
We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure (APP 11). These steps include technical and organisational measures such as:
- an encrypted (HTTPS) connection for the Website and quote form;
- spam and bot protection on the form;
- password-protected accounts with multi-factor authentication where available;
- limiting access to staff and contractors who need it; and
- keeping software and plugins up to date.
No method of transmission or storage is completely secure, but we work to keep your information safe.
How long we keep it. We keep personal information only as long as needed for the purposes in this policy or as required by law:
| Information | Retention period |
| Enquiries and quotes that do not proceed | Up to 2 years after the last contact |
| Customer, job and invoice records | 5 years, in line with tax record-keeping obligations |
| Marketing opt-out records | As long as needed to honour the opt-out |
After that, we securely destroy or de-identify the information.
Data breaches. If a data breach is likely to result in serious harm to you, we will notify you and the Office of the Australian Information Commissioner (OAIC) as required under the Notifiable Data Breaches scheme and take steps to contain and remediate the breach.
8. Access, correction and automated decisions
Access (APP 12). You can ask for access to the personal information we hold about you by contacting us (section 9). We will verify your identity and respond within a reasonable period, usually 30 days. Access is free; we may charge a reasonable fee for the cost of providing it and will tell you beforehand. If we refuse access under an exception in the Privacy Act, we will give you written reasons and explain how to complain.
Correction (APP 13). We take reasonable steps to keep your information accurate, up to date and complete (APP 10). If you believe information we hold is incorrect, contact us and we will correct it. If we disagree, we will explain why and, on request, attach a statement noting your view.
Automated decisions. We do not use computer programs, including artificial intelligence, to make decisions that could significantly affect your rights or interests. Quotes and service decisions are made by our team. If this changes, we will update this policy to describe the kinds of personal information used and the decisions made.
Government identifiers (APP 9). We do not adopt, use or disclose government-related identifiers, such as tax file numbers or driver licence numbers, as our own identifiers.
9. Complaints, changes and contact
Making a complaint. If you have a concern about how we have handled your personal information, please contact our Privacy Officer in writing with details of your complaint. We will acknowledge it within 7 days and aim to resolve it within 30 days.
If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC):
- Website: oaic.gov.au
- Phone: 1300 363 992
- Post: GPO Box 5288, Sydney NSW 2001
Changes to this policy. We may update this policy from time to time to reflect changes in the law, our services or the technologies we use. The current version will always be published on the Website with its