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Privacy Policy

Last updated 2026-09-22

This policy explains how Expert Hygiene and Industrial Services Pty Ltd (ABN 18 681 118 338), trading as ExteriorCare ("we", "us", "our"), collects, uses, stores and shares your personal information. We aim to handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth).

1. What we collect

When you ask for a quote, book a job, call us or use our website, we may collect:

  • Contact details: your name, mobile number and email address.
  • Location details: your postcode and, if you book a job, your street address.
  • Service details: the services you want, the size and number of storeys of your home, roof type, access notes and any other details you give us.
  • Photos: photos you choose to upload of your roof, gutters, solar panels or property (optional). We also take before-and-after photos when we do a job.
  • Ad and campaign information: if you arrive from an online ad or link, we may record ad click identifiers (such as gclid, gbraid and wbraid) and campaign tags (UTM parameters such as source, medium and campaign). These tell us which ad or link led you to us.
  • Website usage information: pages visited, device and browser type, approximate location and similar data collected through cookies and analytics tools (see section 6).
  • Payment and job records: invoices, payments received and notes about the work we did. We do not store full card numbers; card payments are handled by our payment provider.

You do not have to give us your personal information. If you do not, we may not be able to give you a quote or do the work.

2. Why we collect it

We use your personal information to:

  • prepare and send you a quote, and confirm a fixed price;
  • book, carry out and follow up on jobs, including our re-clean guarantee and any warranty;
  • contact you by phone, SMS or email about your quote or booking;
  • send invoices and receipts, and keep business and tax records;
  • measure which ads and marketing bring in enquiries and bookings, so we can spend our advertising budget better;
  • improve our website, services and customer experience;
  • send you reminders or offers, only where you have agreed or the law allows it. You can opt out at any time; and
  • meet our legal obligations and deal with complaints or disputes.

3. How we store and protect it

We store personal information in secure cloud-based systems, such as our website hosting, customer management and email tools. We take reasonable steps to protect it from misuse, loss, and unauthorised access or changes. These steps include password-protected accounts, limiting staff access to what they need, and using encrypted connections (HTTPS) on our website.

We keep personal information only as long as we need it for the purposes above or as required by law (for example, tax records). After that, we delete it or remove identifying details.

4. Who we share it with

We do not sell your personal information. We may share it with:

  • Our staff and contractors who need it to quote or do your job.
  • Google (Google Ads and Google Analytics) for advertising measurement. When you submit a quote form or book a job, we may send Google your ad click identifier and a hashed (scrambled, one-way encoded) version of your email address and/or phone number. This is called "enhanced conversions" and "offline conversion import". Google uses it to match the enquiry or booking to an ad click, so we can see which ads work. Hashing means your details are not sent in plain text.
  • Email and SMS providers that send our quotes, booking confirmations, reminders and messages.
  • Other service providers such as website hosting, customer management software, form tools, payment processors, accountants and IT support.
  • Government bodies or others where the law requires or allows it.

We require our providers to protect personal information and use it only to provide their services to us.

Overseas disclosure

Some of our providers (including Google and some email, SMS and software providers) may store or process information outside Australia, including in the United States and other countries where their servers are located. We take reasonable steps to make sure these providers handle personal information in a way that is consistent with the Australian Privacy Principles.

5. Marketing messages

We will only send you marketing emails or SMS where you have agreed or the law allows it. Every marketing message will tell you how to unsubscribe. You can also contact us to opt out at any time. We will still send messages about a quote or job you have asked for.

6. Cookies and analytics

Our website uses cookies and similar technologies. Cookies are small files stored in your browser. We use them to:

  • make the website and quote form work properly;
  • remember campaign details (such as ad click identifiers and UTM tags) so we can link your enquiry to the ad that brought you here;
  • understand how people use our website (Google Analytics); and
  • measure and improve our advertising (Google Ads).

You can block or delete cookies in your browser settings. Some parts of the website may not work as well if you do. You can learn more about how Google uses information from sites that use its services at policies.google.com/technologies/partner-sites, and change your Google ad settings at adssettings.google.com.

7. Photos

Photos you upload are used to prepare your quote. Photos we take during a job are used for job records, quality checks and warranty or guarantee claims. We will only use photos of your property in our marketing (such as on our website or social media) if you have agreed. We will not show your street address, house number, car number plates or people in those photos.

8. Accessing and correcting your information

You can ask to see the personal information we hold about you, or ask us to correct it if it is wrong, out of date or incomplete. Contact us using the details below. We will respond within a reasonable time, usually within 30 days. We may need to confirm your identity first. If we cannot give you access or make a correction, we will tell you why in writing.

9. Complaints

If you have a concern about how we have handled your personal information, please contact us first. We will look into it and respond in writing, usually within 30 days.

If you are not happy with our response, you can complain to the Office of the Australian Information Commissioner (OAIC):

10. Contact us

Expert Hygiene and Industrial Services Pty Ltd trading as ExteriorCare
ABN: 18 681 118 338
Email: accounts@experthygieneservices.com
Phone: 0468 070 392

11. Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.