Privacy Policy

Last updated: 2 November 2026

1. About this policy

At Superius Services Group, we are invited into people's homes and workplaces, and we are trusted with their details. We take that seriously. This policy explains what personal information we collect, why we collect it, how we look after it, and what rights you have.

We handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth), and with other privacy laws that apply to our work, including Victorian privacy laws where they apply to us.

By using our website or our services, you accept the practices described in this policy.

2. Who we are

Superius Services Group provides commercial and residential cleaning services in Melbourne, Victoria. In this policy, we, us and our means Superius Services Group (ABN: 78617751244) and any company that takes over our business as we grow.

Privacy contact: info@superiussg.com

3. What personal information we collect

The information we collect depends on how you deal with us.

Clients (residential and commercial)

• Your name, phone number, email address and billing address
• The address of the property to be cleaned and details of the job, such as the type of clean, preferred times and special instructions
• Property access details, such as keys, alarm codes, lock box codes, entry instructions and parking details
• Notes about your household or premises that help us do the job safely and properly, such as pets, fragile items or areas to avoid
• Photos of your property, including before-and-after photos of our work
• Payment and billing details needed to invoice you and receive payment
• Records of our communications with you, including enquiries, feedback and complaints

Website visitors and enquiries

• Details you enter into our booking form, contact form or quote request form
• Technical information such as your IP address, browser type, device type and the pages you visit (see section 10)

Job applicants and staff

• Your résumé, contact details, work history and references
• Identity documents, police checks and Working With Children Checks, where required for the role or by our clients
• Tax file number and other details needed for employment and payroll

Reviews and testimonials

• If you agree, your name, review and photos for use in our marketing

We try not to collect sensitive information (such as health or religious information). If you tell us something sensitive that we need to know to do the job safely, such as an accessibility need or an allergy to certain products, we will only use it for that purpose.

4. How we collect it

We collect personal information:

• directly from you, through our website forms, email, phone calls, text messages, social media messages, or in person
• when you book or receive a service from us
• when you apply for a job with us
• from your employer, property manager, strata manager or agent, if they engage us on your behalf
• from your referees or other people you ask us to contact, if you are a job applicant
• through cookies and similar tools on our website

Where we can, we collect information only from you. If someone else gives us your details, we will take reasonable steps to make sure you know about it.

5. Why we collect and use it

We use personal information to:

• respond to enquiries and provide quotes
• schedule, carry out and follow up on cleaning services
• gain safe access to your property, and secure it when we leave
• keep records of work done, including photos that show the condition of the property before and after a clean, so we can resolve any questions or disputes
• invoice you, receive payment and keep financial records
• handle feedback, complaints and insurance matters
• send you information about our services, if you have agreed to receive it
• comply with our legal obligations, including tax, workplace and work health and safety laws
• recruit and manage staff
• improve our website and services

We will only use your information for the purpose we collected it, for a closely related purpose you would reasonably expect, or where you have agreed or the law allows or requires it.

6. Access details and property photos

We know that keys, alarm codes and photos of your property are some of the most sensitive things you can share with us. We therefore:

• collect access details only when we need them to do the job
• limit who can see them to the team members who need them
• do not share them with anyone outside our business unless the law requires us to
• delete or return them when they are no longer needed, as described in section 12
• use photos of your property only to record the job and handle questions about our work
• will never use photos of your property or home, or your reviews or testimonials, in marketing or on social media without your clear consent first. You can withdraw that consent at any time

7. Who we share information with

We do not sell your personal information.

We share information only where needed to run our business, and only with:

• our cleaning team members, who need it to do the job
• service providers that help us operate, such as our email and document storage providers (for example Google Workspace), accounting software providers (for example Xero), customer relationship management (CRM) software providers, and website and hosting providers
• professional advisers, such as accountants, lawyers and insurers
• the property owner, manager, strata manager or your employer, where they engaged us and need information about the job
• government bodies, regulators or law enforcement, where the law requires or authorises us to
• another business, if we sell or restructure our business (for example, if we become a company). We will make sure your information stays protected

We require our service providers to protect your information and to use it only to provide services to us.

8. Overseas storage of information

Some of the service providers we use store information on servers outside Australia. This means your personal information may be held or processed in other countries, such as the United States or in other places where those providers operate their data centres.

Where we use these providers, we take reasonable steps to make sure they handle information securely and in line with privacy standards that are similar to Australian ones.

9. Marketing

We may send you newsletters, promotions or other marketing by email or text message. We will do this only if you have agreed (including by ticking a box or by being an existing client where the law allows), and every message will include a simple way to unsubscribe.

You can opt out at any time by using the unsubscribe link, or by emailing info@superiussg.com. We will act on your request promptly. We will still contact you about services you have booked.

10. Our website, cookies and analytics

When you visit our website, we and our service providers may collect technical information using cookies and similar technologies. This includes your IP address, browser and device type, the pages you view and how you arrived at our site.

We use this information to keep our website secure, understand how it is used and improve it. We may also use analytics and advertising tools, such as Google Analytics or social media advertising tools, to measure and improve our marketing. These providers may collect information about your activity on our site and use it in line with their own privacy policies.

You can change your browser settings to refuse or delete cookies, though some parts of our site may not work as well. You can also opt out of Google Analytics by using Google's browser add-on.

Our website may link to other websites, such as social media pages. We are not responsible for how those sites handle your information, so please read their privacy policies.

11. How we keep your information secure

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, change or disclosure. These include:

• storing information in password-protected systems, with access limited to staff who need it
• using secure, reputable cloud providers
• training our team to respect client privacy and to keep access details confidential
• not leaving keys, codes or client documents unattended or in plain view
• requiring staff to keep client information confidential, including after they leave us

No method of storing or sending information over the internet is completely secure. If you believe your information has been compromised, please contact us immediately.

12. How long we keep information

We keep personal information only as long as we need it for the reasons we collected it, or as the law requires. As a guide:

• Property access details (keys, codes, entry instructions): deleted or returned within 30 days after our service for you ends
• Before-and-after photos: kept for up to 2 years after the job, then deleted
• Invoices, payment and financial records: kept for 7 years, as required for tax and business record purposes
• Client contact details and job records: kept for up to 7 years after our last service for you, unless you ask us to delete them earlier and the law allows
• Enquiries and quotes that did not lead to a job: kept for up to 2 years
• Job applications: kept for up to 12 months if unsuccessful
• Staff records: kept for the period required by employment, tax and superannuation laws

When we no longer need information, we securely delete or destroy it, or remove details that identify you.

13. Accessing and correcting your information

You can ask us for a copy of the personal information we hold about you, and you can ask us to correct anything that is wrong, out of date or incomplete.

To make a request, email info@superiussg.com. We may need to confirm your identity first, to make sure we do not give your information to the wrong person. We will respond within 30 days. If we cannot give you access or make a correction, we will explain why in writing.

You can also ask us to delete your information. We will do so where we are able to, though we may need to keep some records to meet our legal obligations.

14. Data breaches

If there is unauthorised access to, or loss or disclosure of, personal information that we hold, and it is likely to cause serious harm, we will act quickly to contain it, assess the risk, and notify the affected people and the Office of the Australian Information Commissioner (OAIC) where required by law.

15. Government, council and school clients

When we clean council buildings, schools or other government-related premises, our contracts may require us to follow extra privacy, security and confidentiality rules, including under Victorian privacy law. Where that happens, we follow those rules in addition to this policy.

We do not collect personal information about students, children or members of the public as part of our cleaning work. If we come across it by accident, we treat it as confidential and do not use or share it.

16. Complaints

If you think we have breached your privacy, please contact us at info@superiussg.com with the details. We will acknowledge your complaint, investigate it, and reply with our response within 30 days.

If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner:

• Website: www.oaic.gov.au
• Phone: 1300 363 992

17. Changes to this policy

We may update this policy from time to time, for example as our business grows or laws change. The latest version will always be on our website, with the date it was last updated at the top.

18. Contact us

Superius Services Group
Email: info@superiussg.com
Website: www.superiussg.com
Location: Melbourne, Victoria, Australia