Privacy Policy

UP DREAM("we", "us", "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, hold, use and disclose your personal information in accordance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

By using our website or services, you consent to the practices described in this policy. We encourage you to read this policy carefully.

We may collect and hold the following types of personal information:

• Contact details (name, email address, phone number, postal address)
• Booking and service preferences (property details, access instructions, scheduling)
• Payment information (billing details; we do not store full card numbers)
• Communications and correspondence with us
• Technical data (IP address, browser type, device information) when you use our website

We collect personal information when you provide it directly (e.g. quote forms, booking requests, account registration, phone or email). We may also collect information automatically via cookies and similar technologies when you use our website.

We hold personal information in electronic and sometimes paper form, and take reasonable steps to protect it from misuse, loss, unauthorised access and disclosure (e.g. secure systems, access controls, and staff training).

We collect, use and disclose your personal information to:

• Provide and manage our cleaning and related services
• Process bookings, quotes, and payments
• Communicate with you about your account and our services
• Improve our website, services, and customer experience
• Comply with legal and regulatory obligations
• Send marketing communications where you have consented (you may opt out at any time)

We may disclose personal information to service providers who assist us (e.g. payment processors, IT and cloud providers), subject to confidentiality and privacy obligations.

You may request access to the personal information we hold about you, or request correction if it is inaccurate, incomplete or out of date. To do so, please contact us using the details below. We will respond within a reasonable time and may need to verify your identity.

In some cases we may refuse access or correction in accordance with the Privacy Act (e.g. where it would impact the privacy of others). We will explain our reasons if we do so.

If you believe we have breached the Australian Privacy Principles or mishandled your personal information, you may make a complaint to us. Please contact us with your complaint and we will acknowledge it and investigate. We will respond and, where appropriate, take steps to resolve the matter.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC): oaic.gov.au.

We may disclose personal information to overseas recipients (e.g. cloud or IT service providers located outside Australia). Where we do so, we take reasonable steps to ensure that the recipient complies with privacy obligations. If practicable, we will inform you of the countries in which such recipients are likely to be located at or before the time we collect the information (or as soon as practicable after).

Our current service providers may include:

• Stripe (payment processing) - service infrastructure may include the United States and other regions.
• Twilio (SMS delivery, if enabled) - service infrastructure may include the United States and other regions.
• Cloudinary or AWS/object storage providers (file uploads, if enabled) - region depends on our configured deployment.

We keep personal information only for as long as reasonably required for service delivery, legal, accounting, and dispute-handling purposes. When information is no longer required, we take reasonable steps to securely delete or de-identify it.

For privacy-related enquiries, access or correction requests, or complaints, contact us at privacy@updream.com or +61 400 000 000. Our mailing location is Melbourne, Victoria, Australia. We will respond as soon as practicable.