Last updated: Sept 7, 2026

mateworks.au respects your privacy and is committed to handling your personal information responsibly.

This Privacy Policy explains how MateWorks may collect, use, store, disclose and protect personal information when you visit our website, make a booking, use our customer panel, contact us or otherwise interact with our services.

By using the MateWorks website or booking our services, you acknowledge that you have read and understood this Privacy Policy.

1. About MateWorks

MateWorks provides professional cleaning services in Melbourne, Victoria, including:

  • Residential Cleaning

  • End of Lease / Bond Cleaning

  • Commercial Cleaning

Our business address is:

104 Wattletree Street, Craigieburn, VIC 3064, Australia

For privacy enquiries or general enquiries, you can contact us through our website contact form or by phone:

+61 422 837 827

2. Personal Information We Collect

Depending on how you interact with MateWorks, we may collect information such as:

Customer and contact information

This may include:

  • full name;

  • email address;

  • telephone number;

  • contact details; and

  • other information you provide when communicating with us.

Booking information

When you make a booking, we may collect information necessary to arrange and provide the requested cleaning service, including:

  • selected service;

  • selected extras or add-ons;

  • appointment date and time;

  • recurring appointment information;

  • property-related information provided for the booking;

  • booking status;

  • cancellation or rescheduling information; and

  • other information necessary to manage your appointment.

Property information

Where required to provide a cleaning service, customers may provide information about the property, including information relating to:

  • property type;

  • property layout;

  • cleaning requirements;

  • property condition;

  • furniture;

  • access arrangements; and

  • special cleaning instructions.

Customers should only provide information that is reasonably necessary for arranging or providing the requested service.

Payment information

Payments are processed through third-party payment providers, including Stripe.

MateWorks may receive information relating to a payment transaction, such as:

  • payment status;

  • transaction information;

  • amount paid;

  • refund information; and

  • payment-related identifiers.

MateWorks does not need to directly store your complete payment card number, card security code or other full payment-card credentials in order to process a booking through Stripe.

Payment information is processed according to the applicable payment provider’s systems and privacy practices.

3. Customer Panel Information

MateWorks provides customers with access to a customer panel for managing eligible bookings and completing outstanding payments for recurring appointments.

The customer panel may allow customers to:

  • view booking information;

  • manage eligible appointments;

  • reschedule appointments;

  • cancel eligible appointments; and

  • complete outstanding payments for recurring appointments.

Access to the customer panel is provided through a link included in the appointment confirmation email.

Information associated with your bookings may therefore be available through your customer panel.

Customers are responsible for keeping access to their customer panel secure and should not intentionally share their customer panel access link with unauthorised persons.

4. How We Collect Personal Information

We may collect personal information when you:

  • visit or use our website;

  • make a booking;

  • create or use booking-related customer information;

  • use the customer panel;

  • contact us through our contact form;

  • contact us by telephone;

  • communicate with us by email;

  • request information about our services;

  • provide information about a property;

  • make a payment;

  • request a cancellation or rescheduling;

  • submit a complaint; or

  • otherwise voluntarily provide information to us.

We may also receive certain information from service providers involved in operating our website, booking system, payment processing and communications.

5. Automatically Collected Information

When you visit our website, certain technical information may be collected automatically by our website, hosting provider or third-party technologies.

Depending on the technologies enabled on the website, this may include:

  • IP address;

  • browser type;

  • device type;

  • operating system;

  • website pages visited;

  • approximate access time;

  • referring website;

  • technical information about website interactions; and

  • other information generated through website usage.

This information may be used to operate, maintain, secure and improve the website.

6. Cookies and Similar Technologies

The MateWorks website may use cookies and similar technologies.

Cookies may be used for purposes including:

  • keeping the website functioning correctly;

  • maintaining booking functionality;

  • remembering relevant preferences;

  • supporting customer-panel functionality;

  • improving website performance;

  • security and fraud prevention;

  • understanding website usage; and

  • supporting third-party services used on the website.

Some cookies may be placed by third-party service providers.

You can manage or restrict cookies through your browser settings. However, disabling certain cookies may affect the functionality of parts of the website, including booking-related features.

7. How We Use Personal Information

MateWorks may use personal information for purposes including:

  • processing and managing bookings;

  • providing cleaning services;

  • confirming appointments;

  • managing recurring appointments;

  • processing payments;

  • managing outstanding payments;

  • sending appointment confirmation messages;

  • providing customer-panel access;

  • communicating appointment changes where necessary;

  • processing cancellations and rescheduling requests;

  • responding to enquiries;

  • responding to complaints;

  • providing customer support;

  • arranging appropriate follow-up regarding cleaning services;

  • processing refunds where applicable;

  • maintaining business records;

  • preventing fraud, misuse or unauthorised activity;

  • maintaining website and booking-system security;

  • improving our services and website; and

  • complying with applicable legal obligations.

We will generally only use personal information for purposes reasonably connected with our business activities and your interaction with MateWorks.

8. Appointment and Booking Communications

When you make a booking, MateWorks may use the contact information you provide to send service-related communications.

These may include:

  • booking confirmations;

  • appointment details;

  • recurring appointment information;

  • payment information;

  • customer-panel access information;

  • reminders;

  • cancellation or rescheduling information;

  • changes to booking details;

  • payment-related notifications; and

  • other communications necessary to administer your booking.

These communications are considered service-related communications and may be sent where necessary to provide and manage the services you have requested.

9. Customer Reviews

MateWorks may display customer reviews on its website to provide prospective customers with information about customer experiences.

Where you provide a review to MateWorks for publication, we may use that review on the MateWorks website for this purpose.

MateWorks does not intend to use customer reviews on third-party platforms or for unrelated purposes without appropriate permission.

Customers should avoid including sensitive personal information or information belonging to another person in a review.

10. Sharing Personal Information

MateWorks may disclose personal information to third parties where reasonably necessary to operate our business, provide our services or fulfil a customer’s request.

These third parties may include:

  • payment service providers;

  • booking-system and software providers;

  • website hosting and technical service providers;

  • email and communications service providers;

  • IT and security service providers;

  • professional advisers where reasonably necessary; and

  • government agencies, regulators or other authorities where required or permitted by law.

For example, payment information is processed through Stripe when Stripe is used to process a customer’s payment.

MateWorks does not sell customers’ personal information.

11. Stripe

MateWorks uses Stripe to process payments.

When you make a payment through Stripe, information necessary to process the transaction may be provided to Stripe.

Stripe may independently collect and process personal information in accordance with its own privacy policy and applicable laws.

Stripe may process information including payment details, transaction information, device information, fraud-prevention information and other information necessary to provide its payment services.

For information about how Stripe handles personal information, customers should review Stripe’s current privacy documentation.

MateWorks does not control the privacy practices of Stripe or other independent third-party service providers.

12. Third-Party Service Providers

MateWorks may use third-party providers to support the operation of the website, booking system, payments, communications, hosting, security and other business functions.

These providers may process personal information on behalf of MateWorks or independently where they provide their own services.

We seek to use reputable providers and only provide information reasonably necessary for the relevant service or purpose.

Third-party providers may have their own privacy policies and terms.

13. Overseas Disclosure and Processing

Some third-party service providers used by MateWorks may store or process personal information outside Australia.

Where personal information is handled by an overseas service provider, the information may therefore be subject to the laws of the country or countries in which that provider operates.

This may include providers involved in:

  • payment processing;

  • website hosting;

  • email delivery;

  • cloud services;

  • security;

  • analytics; or

  • other technical services.

Where applicable Australian privacy laws impose requirements concerning overseas disclosure of personal information, MateWorks will take reasonable steps to comply with those requirements.

14. Personal Information Security

MateWorks takes reasonable steps to protect personal information from:

  • unauthorised access;

  • unauthorised disclosure;

  • misuse;

  • interference;

  • loss; and

  • unauthorised alteration.

Security measures may include appropriate access controls, website security measures, authentication controls, technical safeguards and the use of reputable third-party service providers.

However, no method of transmitting or storing information electronically can be guaranteed to be completely secure.

Customers should also take reasonable precautions to protect their own accounts, email accounts and customer-panel access.

15. Customer Panel Security

Customer-panel access may provide access to booking and payment-related information.

Customers are responsible for:

  • keeping their email account secure;

  • protecting their customer-panel access;

  • not intentionally sharing customer-panel access links with unauthorised persons; and

  • contacting MateWorks if they believe their customer-panel access has been compromised.

If MateWorks becomes aware of an actual or suspected unauthorised access incident, we may take reasonable steps to investigate and respond to the incident.

16. How Long We Keep Personal Information

MateWorks may retain personal information for as long as reasonably necessary for the purposes for which it was collected.

We may retain information for purposes including:

  • providing ongoing services;

  • managing customer relationships;

  • maintaining booking and payment records;

  • handling complaints;

  • resolving disputes;

  • accounting and financial record keeping;

  • complying with legal obligations; and

  • protecting our legitimate business interests.

When personal information is no longer reasonably required and there is no legal or legitimate reason to retain it, we may securely delete, destroy or de-identify it where reasonably practicable.

17. Access to Personal Information

You may request access to personal information that MateWorks holds about you, subject to applicable legal requirements and reasonable exceptions.

When responding to an access request, MateWorks may need to verify your identity and ensure that providing the information does not adversely affect another person’s privacy or breach a legal obligation.

To request access to your personal information, contact MateWorks using the contact details provided in this Privacy Policy.

18. Correcting Personal Information

We aim to keep personal information accurate, complete and up to date where reasonably necessary.

If you believe information we hold about you is inaccurate, incomplete or outdated, you may contact us and request that it be corrected.

We may need to verify your identity before making changes to personal information.

19. Deletion Requests

You may ask MateWorks to delete personal information we hold about you where applicable.

A deletion request does not necessarily mean that all information can immediately be deleted.

MateWorks may need to retain certain information where:

  • required by law;

  • required for financial or accounting records;

  • necessary to resolve a dispute;

  • necessary to establish or defend a legal claim;

  • necessary to protect our legitimate business interests; or

  • otherwise permitted or required under applicable law.

Where information cannot be deleted, MateWorks will retain it only for as long as reasonably necessary for the applicable purpose.

20. Direct Marketing

MateWorks may use customer contact information to communicate with customers about services where permitted by applicable law.

Where MateWorks sends marketing communications, customers will generally be provided with an appropriate option to unsubscribe where required.

Service-related communications, such as booking confirmations, appointment information, payment notifications and customer-panel access information, are not necessarily marketing communications and may continue where they are necessary to administer your booking or provide requested services.

21. Complaints About Privacy

If you believe MateWorks has mishandled your personal information or you have a privacy concern, you should first contact MateWorks.

You can contact us through:

  • the MateWorks website contact form; or

  • +61 422 837 827

Please provide sufficient information for us to understand and investigate your concern.

MateWorks will review privacy complaints and seek to respond within a reasonable period.

22. Privacy Complaints to the OAIC

If you are not satisfied with how MateWorks has handled a privacy complaint, you may be able to contact the Office of the Australian Information Commissioner (OAIC).

The OAIC is Australia’s privacy regulator and provides information about privacy rights and privacy complaints.

You should generally attempt to resolve your concern directly with the organisation first before making a complaint to the OAIC, unless an exception applies.

23. Children’s Privacy

MateWorks’ website and cleaning services are intended for general customers and are not specifically directed towards children.

MateWorks does not knowingly seek to collect personal information from children for purposes unrelated to providing its services.

If a parent or guardian believes that a child has provided personal information to MateWorks unnecessarily, they may contact us to discuss the matter.

24. Sensitive Information

Customers should not provide sensitive personal information through the website unless it is reasonably necessary and specifically requested for a legitimate purpose.

Sensitive information may include information such as health information, racial or ethnic information, religious beliefs, sexual orientation or other categories recognised as sensitive under applicable privacy law.

Where sensitive information is provided voluntarily, MateWorks will handle it in accordance with applicable law.

25. Property and Access Information

Customers may provide information about their property to enable MateWorks to perform a cleaning service.

This information may include:

  • property address;

  • property type;

  • layout;

  • access instructions;

  • cleaning requirements;

  • furniture information;

  • property condition; and

  • special instructions.

This information is used primarily to arrange, provide and manage the requested cleaning service.

Customers should avoid providing unnecessary personal information about other individuals when providing property information.

26. Payment and Financial Information

MateWorks may maintain records relating to payments made for cleaning services.

Such records may include:

  • amount paid;

  • payment date;

  • payment status;

  • refund status;

  • transaction identifiers; and

  • information necessary to reconcile bookings and payments.

Full payment-card details are processed by the applicable payment provider rather than being unnecessarily collected or stored by MateWorks.

27. Data Breaches

MateWorks takes reasonable steps to protect personal information against unauthorised access and other security incidents.

If MateWorks becomes aware of a data breach involving personal information, we will assess the incident and take appropriate steps in accordance with applicable privacy laws.

Where legally required, affected individuals and/or the relevant regulator will be notified.

Customers should contact MateWorks promptly if they believe their personal information or customer-panel access has been compromised.

28. Accuracy of Information Provided by Customers

Customers are responsible for providing accurate information when making bookings or communicating with MateWorks.

Providing inaccurate or incomplete information may affect:

  • appointment arrangements;

  • service requirements;

  • pricing;

  • property access;

  • cleaning duration; or

  • the ability of MateWorks to provide the requested service.

Customers should notify MateWorks if important booking or contact information changes.

29. Links to Other Websites

The MateWorks website may contain links to websites or services operated by third parties.

These third-party websites have their own privacy practices and policies.

MateWorks is not responsible for the privacy practices, content or security of third-party websites.

Customers should review the privacy policy of a third-party website before providing personal information to that website.

30. Changes to This Privacy Policy

MateWorks may update this Privacy Policy from time to time.

Changes may be made to reflect:

  • changes to our services;

  • changes to our booking or payment systems;

  • changes to third-party service providers;

  • changes to website functionality;

  • changes to privacy practices; or

  • changes to applicable legal requirements.

The latest version will be published on the MateWorks website.

The “Last updated” date at the beginning of this Privacy Policy will be updated when material changes are made.

31. Contact MateWorks

If you have questions, requests or concerns about this Privacy Policy or the way MateWorks handles personal information, contact us through:

MateWorks
104 Wattletree Street
Craigieburn, VIC 3064
Australia

Phone: +61 422 837 827

You may also contact us through the MateWorks website contact form.

32. Your Privacy Rights

Depending on your circumstances and the privacy laws that apply to MateWorks, you may have rights relating to your personal information, including rights to:

  • request access to personal information;

  • request correction of inaccurate information;

  • make a privacy complaint;

  • request deletion where applicable; and

  • receive information about how your personal information is handled.

These rights are subject to applicable laws and any lawful exceptions.

Nothing in this Privacy Policy is intended to remove or restrict any privacy right that cannot legally be excluded.