Privacy, Terms & Disclaimers

Last updated: 24 September 2026

Part A: Privacy

1. Who we are

This website, our four apps and our cleaning service are run by TryCleaning ("we", "us", "our"), a home and commercial cleaning business based in Brisbane, Queensland, Australia. You can reach us any time at customer_service@trycleaning.com.au or 0481 263 575. This page explains how we handle personal information in line with the Australian Privacy Principles under the Privacy Act 1988 (Cth). It also sets out the terms that apply when you book with us, use our apps or collect reward points.

2. What we collect

We collect the information you give us, the information our apps record while you use them (for the reasons explained below), and a small amount of technical data. Depending on how you deal with us, this may include:

• Instant Quote and bookings: your name, phone, email, suburb, the location you search for or drop on the map, and details about your property and the clean you want. The quote form saves what you type as you go, even if you don't finish booking, so we can follow up once about that quote (see section 8).
• Client accounts (the client space in the TryCleaning app): your name, email, phone, suburb and saved addresses, a securely hashed password, a profile picture if you add one, your cleans, change requests and notes for your cleaner, messages with our team, reviews, invoices and payment history, reward points and redemptions, and your gift and treat preferences.
• Allergies in your gift preferences: allergy details are health information, so we only collect them if you choose to tell us. We use them only to pick gifts and treats that are safe for you, and they are not shared with your cleaner.
• Job applications (the applicant space): your name, email, phone, the roles you apply for, your resume, photo, skills and work history, and your messages with our hiring team.
• Our team (the staff space): contact details, home address, availability and leave, the jobs and checklists you complete, photos you take on a clean, your location while on shift (see section 5), timesheets and drive time, training progress and quiz results, tier progress, bonuses, documents you sign (including your typed name, drawn signature and the time you signed), and team chat messages. Police checks and similar documents you give us for your employment are kept securely and only seen by managers.
• Feedback survey: your name, phone, an optional email, your ratings and comments, and the review you write.
• Product enquiries and messages: your name, phone and the messages you send us.
• Payments: when you pay an invoice or save a card, you enter your card details directly on a secure page run by Stripe, our payment processor. We receive only a payment reference, the card brand, the last four digits and the expiry date, so you (and we) can see which card was used. We never receive or store your full card number or security code.
• Login security: if you turn on two-step verification, we store your authenticator key and your recovery codes in a protected form, plus a 30-day "trusted device" record if you choose to be remembered on a device.
• Technical data: your IP address, which we use for a short time to stop spam, abuse and repeated login attempts, and the website statistics described in section 10.

3. How we use it

• To prepare quotes, confirm pricing, and arrange and deliver your cleans.
• To run your account and our apps, including your cleans, messages, invoices and rewards.
• To invoice you, take the payments you have authorised, and email you receipts.
• To consider job applications and keep applicants updated.
• To roster, dispatch, train and pay our team, look after their safety while they work alone, and keep a record of work done.
• To understand feedback, check the quality of our work and improve our service.
• To run the rewards program and prevent misuse of it.
• To display reviews where you have agreed to it (see section 7).
• To keep our website, apps and accounts secure.

We don't sell your information and we don't use it to build advertising profiles.

4. Our four apps

Our apps are web apps. You can use them in your browser or add them to your home screen, and they don't come from an app store. They carry no advertising and no third-party tracking. You can remove an app from your home screen at any time, and your account stays in place until you ask us to close it.

Since September 2026 there is one TryCleaning app, installed from trycleaning.com.au/go, with four spaces inside it. One login opens every space a person has: clients and applicants have their own space, team members have the staff, client and applicant spaces, and managers have all four. The same details, photo and password are used in each space.

5. Location

The quote map. When you use the Instant Quote you can search an address or drop a pin to check we service your area. We use it to estimate travel and confirm coverage, and we save it with your booking if you go on to book.

Notice to our team about location monitoring. When a cleaner goes on shift in the staff space (starting a job turns the shift on), the app shares their current location with TryCleaning managers. We record the latest location while on shift, when and where a shift starts and ends, the location when a cleaner checks in to a job, and the home address a cleaner saves for drive-time pay. We use this to send out jobs, look after the safety of people working alone, confirm arrival at a job, work out paid drive time between cleans, and let a client know their cleaner is on the way. Location sharing stops when the shift ends, and the app ends the shift itself when it sees the cleaner arrive home while it is open. Only managers can see it, and a cleaner can end their shift at any time to stop sharing. Clients never see a cleaner's location history, home address or phone number.

6. Photos taken during a clean

Our cleaners take photos during some cleans, such as checklist photos and a photo of the finished job, and many more on bond and end-of-lease cleans. The photos are a record of the work. We use them to check quality, answer any questions about a clean, and provide evidence for bond cleans. We aim to photograph only the areas we clean, not people, personal documents or valuables. Photos are kept in private storage that only our team can open, and we never publish them without your written permission. If you would like a photo removed, just ask.

7. Reviews and testimonials

8. Emails, texts and notifications

• Service messages: we email or message you about your quote, booking, cleans, invoices, receipts, account, job application, meeting and interview invitations, changes and reminders, or work with us. They are part of our service, so they keep coming while you use it.
• One quote follow-up: if you enter your email in the Instant Quote and don't book, we may send you one follow-up email about that quote, with a link to unsubscribe.
• Offers for clients: if you have had a clean with us, we may occasionally email you about related services, for example a reminder that a deep clean or oven clean may be due. Every marketing email has an unsubscribe link. Once you unsubscribe we stop, and we keep your email on a do-not-contact list so it stays that way.
• Texts: our team may text you from our business phone about your booking, for example when your cleaner is on the way.
• Push notifications: if you switch them on, our apps can send notifications about your cleans, messages, payments or work. They are delivered through your phone's or browser's push service (such as Google, Apple, Microsoft or Mozilla). You can turn them off at any time.
• In-app messages: messages you send in our apps are kept with your account so our team can reply and look back on them.

9. Who we share it with, and where

We do not sell, rent or trade your personal information. We share it only with the service providers that help us run the business, and only so they can do that job for us:

• Supabase: our secure database and file storage, hosted in Sydney, Australia.
• Netlify: hosts our website and apps (United States, with servers around the world).
• Resend: sends our emails, such as booking confirmations, invoices, receipts and application updates (United States and Japan).
• Stripe: processes card payments and stores any card you choose to save. Stripe is a PCI DSS Level 1 certified payment provider, your card details go straight to Stripe, and Stripe's own privacy policy applies to what it collects: stripe.com/au/privacy (Australia, the United States and other countries).
• OpenStreetMap: map display and turning addresses into map points (United Kingdom and Europe).
• OSRM routing service: works out driving distances between jobs for drive-time pay and travel estimates. It receives map points only, never names (Germany).
• Google: loads the fonts on our web pages, which shares your IP address with Google, and supplies our public Google reviews (United States).
• Push notification services: Google, Apple, Microsoft or Mozilla, depending on your device, deliver the notifications you switch on (United States and other countries).
• Calendar apps: if a team member subscribes their own phone calendar to their work calendar link, their job details are copied into that calendar service under its own terms.

We may also disclose information if the law requires it, or to protect the rights, property or safety of our clients, our team or others. Because some of these providers store or process data outside Australia, your information may be handled in the countries listed above. We choose established providers and take reasonable steps to make sure they protect it.

If we invite you to a meeting, TryCleaning team members on it can see your name and reply. Other guests cannot. Documents shared with you can be opened until 30 days after it.

10. Cookies, local storage and site statistics

We don't use advertising or tracking cookies. We use your browser's local storage to keep you logged in, remember settings such as light or dark mode, remember a device you have chosen to trust for two-step verification, and hold a random visitor number that helps us count visits to our website.

For those website statistics we record the page visited, the website you came from, any campaign tag in the link, the type of device, and that random number. We don't record your name or IP address with these statistics, we don't share them, and we delete them after 12 months. You can clear local storage at any time in your browser settings.

11. How we protect your information

Passwords are stored using strong one-way hashing, never in plain text, and every app offers two-step verification with an authenticator app. Our data sits in access-controlled databases, and resumes, job photos, staff photos and signed documents are kept in private storage. Connections to our website and apps are encrypted (HTTPS). Card numbers are never stored, logged or emailed by us, because Stripe handles them. No system is ever 100% secure, but we take reasonable steps to protect your information. If a data breach is likely to cause you serious harm, we will tell you and the Office of the Australian Information Commissioner.

12. How long we keep it

We keep information only as long as we need it for the purposes above, or for as long as the law requires. For example:

• Login and security attempt records are deleted after 30 days.
• A cleaner's latest on-shift location record is deleted after 7 days. Shift start and end times and job check-ins stay with timesheets as employment records.
• Quotes that never become a booking are deleted after 180 days.
• Website statistics are deleted after 12 months.
• Invoices, payment records and pay records are kept for 5 to 7 years, as tax and employment laws require.
• Job photos and messages stay with your account while you are a client, and we delete them on request once they are no longer needed.
• Unsuccessful job applications, booking enquiries and client accounts are deleted when you ask, apart from anything we must keep (see section 13).

13. Your rights and closing your account

You can ask us to:

• give you access to the personal information we hold about you;
• correct anything that is wrong or out of date;
• delete your information, close your account or remove your review;
• stop sending you marketing emails (you can also use the unsubscribe link in any of them).

You can delete your account yourself in the app: in the applicant space open My details and choose Delete my account, and in the client space open Settings and choose Delete account. Our account deletion page has the full steps. For anything else on this list, or if you cannot log in, email customer_service@trycleaning.com.au. We may need to confirm who you are first, and we aim to respond within 30 days. When we close an account, we delete or de-identify your information, except what we must keep, such as invoices and payment records, employment records, and your email on our do-not-contact list if you have unsubscribed. Any unredeemed reward points are cancelled when a client account is closed.

If you are unhappy with how we have handled your information, please tell us first so we can put it right. You can also contact the Office of the Australian Information Commissioner at oaic.gov.au.

Part B: Terms and disclaimers

14. Quotes and estimates

Prices shown by our Instant Quote and commercial estimator are guides based on our real Brisbane averages, not fixed quotes. Your final price is confirmed by our office (and, for commercial and bond work, after a walk-through). All prices are shown ex-GST unless stated. Any discount or reward code is limited to one per customer and depends on us confirming that it applies.

15. Changes to a booked clean and pricing

You can ask us to change a booked clean at any time, including from the "Request a change" option in your account. Changes to a clean, such as the date or time, the rooms or areas included, add-on services, frequency, or access arrangements, are subject to appropriate adjustments to the price in line with our pricing. We will always confirm the updated details and any change in price with you before anything is locked in. Cancellations or changes made at short notice may also affect the price. Recurring cleans can be paused, rescheduled or cancelled by contacting us.

16. Payments, saved cards and automatic payments

How you can pay. After a clean we email you an invoice with a secure "Pay now" link. Card payments (including Apple Pay and Google Pay) are processed by Stripe on Stripe's own secure payment page. If you would rather pay another way, reply to your invoice email and we will arrange it. Invoices are due 7 days after they are issued unless we agree otherwise with you.

What we store. We never see or store your full card number or security code. We keep a payment reference from Stripe plus the card brand, last four digits and expiry date, so you (and we) can see which card was used. Your invoices, receipts and payment history are shown in your client account.

Saving a card. In your client account you can choose to save a card for future invoices. The card is stored by Stripe, not by us. A saved card is only used for invoices for cleans you have booked with us. You can replace or remove your saved card at any time in your account, and it will no longer be used.

Automatic payments (card-on-file authority). If you have saved a card you can also turn on automatic payments. This is always your choice: it is off unless you switch it on and agree to the authority shown in your account. When it is on, you authorise us to charge your saved card the invoice amount for each clean after that clean has been marked complete. The amount is the price confirmed for that booking, including any changes you agreed to (see section 15). We charge the card shortly after the clean is completed and we email you a receipt every time. You can turn automatic payments off at any time in your account, with immediate effect, and you can still pay any invoice manually. If an automatic payment does not go through (for example a declined or expired card) we will not keep retrying it; we will email you the invoice with a secure link so you can pay another way or update your card.

If something looks wrong. If you think a charge is incorrect, contact us within 7 days and we will look into it straight away; nothing in this policy limits your rights under the Australian Consumer Law. Refunds are made to the card that was charged and usually appear within 5 to 10 business days, depending on your bank.

17. Refunds, disputes and our guarantee

Every clean is covered by our 24-hour guarantee: if something has been missed, let us know within 24 hours and we will come back and put it right at no charge. Where we cannot put it right, we will refund the affected part of the clean. Our services come with guarantees that cannot be excluded under the Australian Consumer Law; for major failures you are entitled to a refund or compensation, and for other failures to have the problem fixed within a reasonable time. Please talk to us before raising a dispute with your bank: we can usually resolve things faster, and we keep clean checklists, photos and completion times as our record of the work done.

18. Rewards and points

Our rewards program is a free thank-you for clients who book with us. By collecting or redeeming points you agree to these rules. TryCleaning runs the program and has full discretion over it, including which activities earn points, how many points they earn, which rewards are offered, and whether a redemption is approved. We will always use that discretion reasonably and in good faith. These rules keep the program fair for genuine clients and stop anyone from gaming it.

1. What points are. Points are a promotional benefit, not money, credit or property. They have no cash value, and they can't be exchanged for cash, sold, transferred or gifted to another person, combined across accounts, or put towards a refund. When you redeem points as a discount, every 100 points takes $1 off an eligible clean.
2. Who can collect points. One rewards account per person, and one per household or service address. Points are for our clients' personal use, not for businesses reselling our services.
3. Earning points. Points are only earned for genuine activity recorded in your account, such as cleans you booked that are completed and paid for, an honest review of a real clean (one review award per completed clean, whether the review is positive or negative), a one-time set of gift preferences, or a new client you referred who books and pays for a clean. We may add, change or remove ways to earn at any time.
4. Points can be adjusted. We may hold, reverse or remove points linked to a clean that is cancelled, refunded, left unpaid or disputed with your bank, as well as any points added by mistake. If those points have already been used, we may cancel the reward or deduct the points from your future balance.
5. Redeeming points. Every redemption is checked by our team before it is honoured. A discount or reward code only works once we have approved it, can be used once, applies only to cleans booked with us, and can't be exchanged for cash. If we decline a redemption, the code is cancelled and the points go back to your balance, unless they were gained through misuse. Gifts and treats are chosen by us, may vary, and may be replaced with something of similar value.
6. Misuse. If we reasonably believe points have been earned or used through misuse, we may withhold or cancel those points, decline or cancel any redemption or reward, suspend or close the rewards account, and recover the value of rewards already given. Misuse includes fake or duplicate accounts, reviews without a real clean, referring yourself or your own household, booking cleans just to earn points and then cancelling, selling or trading points or codes, taking advantage of a mistake in our systems, and any other dishonest conduct. Where it is reasonable, we will tell you why and give you 14 days to respond, unless that would get in the way of stopping fraud.
7. Changes to the program. We can change these rules, the points needed for rewards or the rewards on offer, or end the program. If a change reduces the value of points you already hold, or we end the program, we will give you at least 30 days' notice by email so you can redeem first, except where we need to act straight away to stop fraud or to comply with the law.
8. Closing your account. Unredeemed points are cancelled if your client account is closed.
9. Raffles and prize draws. Any raffle or prize draw we run will have its own terms, published before it starts.
10. Your rights. Nothing in these rules limits your rights under the Australian Consumer Law, and a clean you receive using points comes with the same guarantees as any other clean.

19. Using our apps and accounts

• Keep your login safe. Keep your password private and don't share your account. You are responsible for what happens in your account, so tell us straight away if you think someone else has used it.
• Creating a login when you book. If you choose a password on our booking form, we email you a link to confirm your email address before the login is switched on. This stops anyone setting up a login with someone else's email.
• Fair use. Use our apps only for their intended purpose. Don't try to access other people's information, interfere with the apps, or use them to send anything unlawful, offensive or misleading.
• Misuse of accounts. We may suspend or close an account that is misused, or that we reasonably believe is being used for fraud, and we will tell you why where it is reasonable to do so.
• Availability. We work hard to keep our apps running, but we can't promise they will always be available or free of errors, and we may update, change or remove features from time to time. If an app isn't working, you can always call or email us.
• Staff and applicants. The staff space is provided to our team for their work, and our workplace policies and each team member's employment terms also apply. The applicant space helps us manage recruitment; creating an account or applying doesn't guarantee an interview or a job.

20. General disclaimers

• General information. Cleaning tips, articles and product information on our website are general information only. They aren't professional advice for your particular home, surfaces or situation, so check product labels and manufacturer instructions before trying anything yourself.
• Results. Photos and descriptions on our website show typical results. Your results depend on things like the condition of your property, the surfaces involved and how long it has been since the last clean.
• Bond cleans. We clean to the standard an exit condition inspection looks for and back our work with our 24-hour guarantee, but the decision about a bond refund is made by your property manager or lessor (and, if there is a dispute, the Residential Tenancies Authority or a tribunal), not by us.
• Other websites. Links to other websites and services (such as Google, Facebook or Stripe) are there for convenience. We aren't responsible for their content or for how they handle your information.
• Liability. To the extent the law allows, we aren't liable for indirect or consequential loss arising from the use of our website or apps. Nothing on this page excludes, restricts or changes any right, remedy or guarantee you have under the Australian Consumer Law or any other law that can't lawfully be excluded or limited.

21. Changes to this page

We may update this page from time to time. The latest version is always here, with the "last updated" date at the top. If we change how payments, automatic payments or the rewards program work in a way that affects you, we will email you before the change applies.