Privacy Policy
Last updated: 24 February 2026
BondBack Hero ("we", "us", or "our") is committed to protecting the privacy and personal information of our customers and website visitors. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our website, services, or communicate with us.
We comply with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) and applicable state and territory privacy legislation.
1. Information We Collect
1.1 Personal Information You Provide
When you use our services or contact us, we may collect:
- Full name
- Phone number
- Email address
- Residential or rental property address
- Postcode and state
- Tenancy details (e.g., expected move-out date, lease terms, cleaning clause details)
- Payment and billing information (processed securely via third-party payment providers)
- Any other information you voluntarily provide via our forms or communications
1.2 Information Collected Automatically
When you visit our website, we may automatically collect:
- IP address and approximate location
- Browser type, version, and language
- Operating system and device type
- Pages visited, time spent, and referring URLs
- Cookies and similar tracking technologies (see Section 6)
2. How We Use Your Information
We use the information we collect to:
- Provide, deliver, and improve our services (checkout reports, cleaning services, and bond recovery assistance)
- Communicate with you about your enquiry, booking, or service
- Send you quotes, assessments, and service-related correspondence
- Process payments and manage billing
- Respond to your questions, requests, and support needs
- Send marketing communications (only with your consent; you can opt out at any time)
- Comply with legal obligations and resolve disputes
- Improve our website, services, and customer experience
- Detect and prevent fraud, abuse, or security incidents
3. How We Share Your Information
We do not sell, trade, or rent your personal information to third parties. We may share your information with:
- Service providers: Third-party vendors who assist us in operating our business (e.g., payment processors, email delivery services, hosting providers, cleaning contractors). These providers are bound by confidentiality obligations.
- Cleaning professionals: If you book a cleaning service, we share relevant details (name, property address, access instructions) with the assigned cleaning team.
- Legal requirements: If required by law, regulation, legal process, or governmental request.
- Business transfers: In connection with a merger, acquisition, or sale of assets, your information may be transferred to the new entity.
- With your consent: For any other purpose with your explicit consent.
4. Data Security
We take reasonable steps to protect your personal information from unauthorised access, modification, disclosure, or destruction. Our security measures include:
- Encryption of data in transit (SSL/TLS) and at rest
- Secure storage of data on access-controlled servers
- Regular security reviews and updates
- Limiting access to personal information to authorised personnel only
However, no method of transmission over the internet or electronic storage is 100% secure. While we strive to protect your personal information, we cannot guarantee absolute security.
5. Data Retention
We retain your personal information only for as long as necessary to fulfil the purposes for which it was collected, including to satisfy any legal, accounting, or reporting requirements. Typical retention periods are:
- Service records: 7 years from the date of service (for legal and tax compliance)
- Marketing contacts: Until you unsubscribe or request deletion
- Website analytics: 26 months
After the applicable retention period, we will securely delete or anonymise your personal information.
6. Cookies and Tracking Technologies
Our website may use cookies and similar technologies to enhance your experience. These include:
- Essential cookies: Required for the website to function properly
- Analytics cookies: Help us understand how visitors interact with our website (e.g., Google Analytics)
- Marketing cookies: Used to deliver relevant advertising and measure campaign effectiveness
You can manage your cookie preferences through your browser settings. Disabling certain cookies may affect website functionality.
7. Your Rights
Under the Australian Privacy Principles and applicable law, you have the right to:
- Access: Request a copy of the personal information we hold about you
- Correction: Request correction of inaccurate, incomplete, or outdated information
- Deletion: Request deletion of your personal information, subject to legal retention requirements
- Opt out: Unsubscribe from marketing communications at any time
- Complaint: Lodge a complaint with us or with the Office of the Australian Information Commissioner (OAIC) if you believe your privacy has been breached
To exercise any of these rights, please contact us through our online contact form.
8. Third-Party Links
Our website may contain links to third-party websites or services. We are not responsible for the privacy practices or content of these external sites. We encourage you to read their privacy policies before providing any personal information.
9. Children's Privacy
Our services are not directed at individuals under the age of 18. We do not knowingly collect personal information from children. If you believe we have inadvertently collected such information, please contact us and we will promptly delete it.
10. International Data Transfers
Your personal information is primarily stored and processed in Australia. If we transfer your information to overseas recipients (e.g., cloud hosting providers), we take reasonable steps to ensure it receives a level of protection consistent with the Australian Privacy Principles.
11. Changes to This Policy
We may update this Privacy Policy from time to time. Any changes will be posted on this page with a revised "Last updated" date. We encourage you to review this policy periodically. Continued use of our services after changes constitutes acceptance of the updated policy.
12. Contact Us
If you have any questions about this Privacy Policy, or wish to make a complaint or access request, please contact us:
BondBack Hero
Contact us via our online form
Serving Sydney, NSW & Melbourne, VIC