Privacy Policy
Last updated: 24 August 2026
The Refined Standard respects your privacy and is committed to handling personal information responsibly, securely and transparently.
This Privacy Policy explains how we collect, use, store and disclose personal information when you contact us, request a quote, book a service, complete an online enquiry form, interact with our advertising or otherwise engage with The Refined Standard.
1.Personal Information We May Collect
Depending on how you interact with us, we may collect information including:
- Your full name
- Phone number
- Email address
- Residential or service address
- Suburb and postcode
- Details about your property
- Information about the cleaning services you require
- Preferred cleaning frequency
- Appointment and availability information
- Photos you voluntarily provide for quoting or service purposes
- Communication records, including enquiries and correspondence
- Quote, booking, invoice and payment-related information
- Feedback or information provided following a service
- Information submitted through Facebook, Instagram, Meta Instant Forms or other online advertising platforms
We only collect information that is reasonably necessary for our business activities and services.
2.How We Collect Personal Information
We may collect personal information when you:
- Contact us by phone, email, social media or online message
- Complete an enquiry or lead-generation form
- Request a quote
- Book a cleaning service
- Provide information through our website
- Communicate with us through Facebook or Instagram
- Complete a Meta Instant Form or other advertising enquiry
- Provide information through our booking, quoting or invoicing systems
- Provide photos or information about your property
- Communicate with our team before, during or after a service
Where practical, we collect information directly from you.
3.Meta, Facebook and Instagram Lead Forms
The Refined Standard may use lead-generation advertising through Meta platforms, including Facebook and Instagram.
If you complete one of our Meta Instant Forms, information you choose to submit may include your:
- Name
- Email address
- Phone number
- Suburb
- Property information
- Cleaning requirements
- Preferred service frequency
- Preferred commencement timeframe
- Responses to service or pricing questions
We use this information to assess your enquiry, contact you, discuss your requirements, provide information about our services and determine availability.
Information submitted through Meta platforms may also be subject to Meta's own privacy practices and policies.
4.How We Use Your Information
We may use your personal information to:
- Respond to enquiries
- Assess whether we service your location
- Understand your cleaning requirements
- Prepare and provide quotes
- Arrange and manage bookings
- Communicate before, during and after a service
- Provide customer service
- Manage recurring cleaning services
- Issue invoices and maintain business records
- Respond to questions, complaints or feedback
- Improve our services and customer experience
- Manage our internal administration and operations
- Meet legal, regulatory, insurance or accounting obligations
- Contact you regarding services you have requested or expressed interest in
We will not sell your personal information.
5.Marketing Communications
Where permitted by law and where you have consented or we otherwise have a lawful basis to do so, we may contact you about The Refined Standard's services, availability, promotions or relevant business updates.
You can ask us to stop sending marketing communications at any time.
Service-related communications concerning an enquiry, quote, appointment or existing booking are not considered marketing communications.
6.ServiceM8 and Other Service Providers
The Refined Standard may use third-party systems and service providers to operate the business.
This may include platforms used for:
- Customer relationship management
- Quoting
- Scheduling
- Job management
- Invoicing
- Payments
- Email and communications
- Advertising
- Website hosting
- Cloud storage
- Accounting and administration
We currently use ServiceM8 for aspects of our quoting, scheduling, invoicing and customer management.
Personal information may be stored or processed through these systems where reasonably necessary to provide our services and operate the business.
We take reasonable steps to use reputable providers and expect providers handling personal information on our behalf to protect that information appropriately.
7.Employees and Contractors
Where necessary to provide your cleaning service, relevant information may be made available to authorised employees or contractors.
This may include information such as:
- Your name
- Service address
- Booking details
- Access instructions
- Cleaning requirements
- Relevant notes concerning the property or service
Team members are expected to handle customer information confidentially and only use it for legitimate work purposes.
8.Photographs
Customers may voluntarily provide photographs of their property to assist us with quoting, assessing cleaning requirements or preparing for a service.
We will not intentionally publish identifiable photographs of a customer's home for marketing purposes without appropriate permission.
9.Payment Information
Where payments are processed through a third-party payment provider, payment card information may be handled directly by that provider.
The Refined Standard does not intentionally retain complete payment card details unless necessary and permitted through an authorised payment system.
10.Disclosure of Personal Information
We may disclose personal information where reasonably necessary to:
- Deliver our services
- Engage employees, contractors or professional advisers
- Operate our booking, invoicing, accounting or communication systems
- Meet legal or regulatory obligations
- Respond to lawful requests from government or regulatory authorities
- Protect the rights, safety or property of The Refined Standard, our customers or others
We do not sell or rent customer information to third parties.
11.Storage and Security
We take reasonable steps to protect personal information from:
- Misuse
- Interference
- Loss
- Unauthorised access
- Unauthorised modification
- Unauthorised disclosure
Information may be stored electronically through secure business systems and cloud-based service providers.
No system can guarantee absolute security, but we take reasonable measures appropriate to the nature of the information we hold.
12.Retention of Information
We retain personal information for as long as reasonably necessary to:
- Provide services
- Maintain customer and business records
- Meet accounting, taxation, insurance or legal obligations
- Resolve disputes or enquiries
When information is no longer reasonably required, we may securely delete, destroy or de-identify it where appropriate.
13.Accessing or Correcting Your Information
You may contact The Refined Standard if you would like to:
- Request access to personal information we hold about you
- Correct inaccurate or outdated information
- Update your contact details
- Ask a question about how your information is being handled
We may need to verify your identity before providing access to personal information.
14.Privacy Complaints
If you have a concern about how we have handled your personal information, please contact us first so we can investigate and respond.
We will endeavour to deal with privacy concerns promptly and appropriately.
Where applicable, you may also have the right to contact the Office of the Australian Information Commissioner (OAIC).
15.Links to Third-Party Platforms
Our website, social media pages or advertising may contain links to third-party websites or platforms.
Those third parties operate under their own privacy policies, and The Refined Standard is not responsible for their privacy practices.
16.Changes to This Privacy Policy
We may update this Privacy Policy periodically to reflect changes to our services, systems, technology or legal obligations.
The current version will display the date it was last updated.
17.Contact Us
For questions, requests or concerns relating to privacy, please contact:
The Refined Standard
Moreton Bay & Greater Brisbane region, Queensland, Australia
[email protected]0400 657 299