Privacy Policy

PRIVACY POLICY Service Lead Pro Operated by Cost Comparison Pty Ltd ABN 60 655 338 284 Version: 2.0 Effective Date: 22 June 2026 1. About This Privacy Policy Cost Comparison Pty Ltd (ABN 60 655 338 284), trading as Service Lead Pro (“Service Lead Pro”, “we”, “us” or “our”), respects your privacy and is committed to handling personal information responsibly. This Privacy Policy explains how we collect, use, hold, disclose and protect personal information when you use our websites, applications, booking systems, marketplace, communication services or other services. This Policy applies to customers, prospective customers, cleaners, contractors, service providers, applicants, website visitors and other persons who interact with Service Lead Pro. We handle personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) where they apply to us. ⸻ 2. Our Marketplace Service Lead Pro operates a marketplace and service coordination platform that helps customers connect with independent cleaners, contractors and other service providers. To operate the marketplace, we may need to collect and share certain information between customers and service providers. For example, when a service provider accepts or is assigned to a job, we may provide information reasonably necessary to perform that service, such as: * customer name; * service address; * contact details where required; * booking date and time; * property or job details; * access instructions; * selected services and extras; * customer instructions; and * other information reasonably required to complete the booking. Service providers may also provide us with information concerning the performance of a job, including photographs, communications, arrival information, completion information and other service evidence. ⸻ 3. Personal Information We Collect Depending on how you interact with Service Lead Pro, we may collect information including: Customers * full name; * telephone number; * email address; * service address; * billing information; * property information; * booking and service requirements; * access instructions; * preferred service dates and times; * quote and booking history; * communications with us or service providers; * complaints and dispute information; * photographs, videos or documents submitted in connection with a service; * payment and transaction information; and * feedback or reviews. Cleaners, Contractors and Service Providers We may collect: * full name; * business or trading name; * telephone number; * email address; * residential or business location; * ABN and business details; * working-rights information where applicable; * identification and verification information; * insurance information; * bank or payment details; * service areas; * experience and qualifications; * equipment and service capability information; * availability; * jobs offered, accepted, declined or completed; * customer feedback; * performance and quality information; * photographs and evidence relating to jobs; * communications; * payment and payout information; and * complaints, disputes or compliance information. We may request additional information where reasonably necessary to verify eligibility to participate in the marketplace. ⸻ 4. Information Collected During Services To help manage bookings, quality assurance, complaints and disputes, we may collect information generated during a service. This may include: * before and after photographs; * service completion photographs; * evidence photographs; * timestamps; * booking status information; * arrival and completion information; * notes entered by customers, staff or service providers; * re-clean information; * service reports; * communications concerning the job; and * records relating to complaints, refunds or disputes. Customers and service providers should avoid including unnecessary personal or sensitive information in photographs or other evidence submitted to the platform. ⸻ 5. Communications When you communicate with Service Lead Pro, we may retain records of those communications. This may include communications made through: * email; * telephone; * SMS; * online chat; * website forms; * customer or cleaner portals; * support systems; * messaging applications; and * other communication channels made available by us. Communications may be associated with your customer account, service-provider account, booking, job number or dispute case so that we can maintain an accurate service history. Where permitted by law and appropriate notice is provided, telephone calls or electronic communications may also be monitored or recorded for training, quality assurance, dispute resolution, security or compliance purposes. ⸻ 6. How We Collect Personal Information We generally collect personal information directly from you when you: * request a quote; * make a booking; * create an account; * apply to become a service provider; * accept or perform a job; * contact customer support; * communicate through our platform; * make a payment; * submit photographs or documents; * request a re-clean or refund; * make a complaint; * participate in a dispute; or * otherwise interact with our services. We may also receive information from other persons or organisations where reasonably necessary, including: * customers; * cleaners and service providers; * property managers or real estate agents; * payment processors; * identity or business verification providers; * insurers; * professional advisers; * regulators or government authorities; * publicly available registers; and * technology and communication providers. ⸻ 7. Information Collected Automatically When you access our website, application or online systems, certain technical information may be collected automatically. This may include: * IP address; * browser type; * device type; * operating system; * approximate location derived from technical information; * pages viewed; * referring website; * date and time of access; * session information; * cookies and similar technologies; and * technical logs and security information. We may use this information for security, fraud prevention, analytics, troubleshooting and improving our services. ⸻ 8. Cookies and Similar Technologies Our websites and applications may use cookies, pixels, local storage and similar technologies. These technologies may be used to: * keep users signed in; * remember preferences; * maintain booking progress; * improve website functionality; * understand website usage; * measure performance; * prevent fraud or abuse; and * improve our marketing and services. You may be able to disable certain cookies through your browser settings. However, disabling essential cookies may affect the functionality of our services. ⸻ 9. How We Use Personal Information We may use personal information where reasonably necessary to operate and administer Service Lead Pro, including to: * provide quotes; * process bookings; * create and administer accounts; * connect customers with service providers; * allocate and manage jobs; * communicate booking information; * process payments and provider payouts; * verify service providers; * provide customer support; * administer re-cleans; * investigate complaints; * resolve disputes; * process refunds or adjustments; * maintain service records; * prevent fraud or misuse; * protect customers, providers and our platform; * enforce our Terms and Conditions; * improve our website, applications and services; * perform internal reporting and analytics; * meet legal and regulatory obligations; and * establish, exercise or defend legal claims. We may also use information for other purposes permitted or required by law. ⸻ 10. Sharing Information Between Customers and Service Providers Because Service Lead Pro facilitates services between customers and independent service providers, certain information must be shared to enable a booking to be performed. We will endeavour to limit information disclosed to information reasonably required for the booking, service, safety, communication or dispute-resolution process. Service providers who receive customer information through Service Lead Pro must use that information only for legitimate purposes connected with the relevant service and in accordance with applicable laws and their obligations to us. Customers must similarly use service-provider information responsibly and must not misuse, publish or distribute personal information obtained through the platform. ⸻ 11. Disclosure to Third Parties We may disclose personal information to third parties where reasonably necessary to operate our business or provide our services. These parties may include: * independent cleaners and service providers; * payment processors and financial institutions; * cloud hosting and database providers; * email and communication providers; * SMS and messaging providers; * customer-support systems; * software and technology providers; * analytics and security providers; * identity or business verification providers; * accountants and auditors; * insurers; * lawyers and professional advisers; * debt-recovery providers where appropriate; * regulators; * courts and tribunals; * law-enforcement agencies; and * government authorities where required or authorised by law. We do not sell personal information to third parties as a business model. ⸻ 12. Payment Information Payments may be processed through third-party payment processors. Where possible, full payment-card information is handled directly by the relevant payment processor rather than stored by Service Lead Pro. We may retain information relating to transactions, including: * payment status; * transaction references; * amounts charged; * refunds; * payment dates; * provider payouts; and * limited payment-method information supplied by the payment processor. Payment providers process information according to their own privacy policies and legal obligations. ⸻ 13. Service Provider Verification We may verify cleaners, contractors and other service providers before or during their participation in the marketplace. Verification may involve checking information such as: * identity; * ABN; * contact details; * business details; * working rights where applicable; * insurance; * banking information; and * other eligibility information. We may use third-party services or publicly available government registers for verification purposes. Verification does not constitute a guarantee by Service Lead Pro regarding the character, suitability, qualifications or future conduct of any person. ⸻ 14. Photographs, Videos and Service Evidence Customers and service providers may submit photographs, videos, documents and other evidence relating to a booking. We may retain this material for purposes including: * confirming service completion; * quality assurance; * administering re-cleans; * investigating complaints; * assessing refund requests; * resolving disputes; * protecting customers or service providers; * preventing fraudulent claims; * responding to payment disputes or chargebacks; and * establishing or defending legal claims. Evidence may be provided to another party to a dispute where reasonably necessary to investigate or resolve that dispute. ⸻ 15. Complaints, Disputes and Legal Proceedings Where a complaint or dispute arises, we may collect and retain information reasonably necessary to investigate and respond to the matter. We may disclose relevant information to: * the customer; * the relevant service provider; * insurers; * professional advisers; * payment providers; * consumer protection agencies; * regulators; * dispute-resolution bodies; * courts and tribunals; or * law-enforcement agencies, where reasonably necessary, authorised or required by law. We may retain relevant records after a booking has been completed where reasonably required for legal, accounting, insurance, fraud-prevention, dispute-resolution or compliance purposes. ⸻ 16. Marketing Communications Where permitted by law, we may use contact information to communicate with you about our services, promotions, service reminders or relevant offers. Electronic marketing communications will be managed in accordance with applicable Australian law, including the Spam Act 2003 (Cth) where applicable. You may unsubscribe from marketing communications using the unsubscribe facility provided in the communication or by contacting us. Unsubscribing from marketing does not prevent us from sending transactional or administrative communications that are necessary for an existing booking, account, payment, complaint or other service relationship. ⸻ 17. Overseas Disclosure and Service Providers Some technology providers, cloud services, communication providers, support personnel or other contractors used by Service Lead Pro may operate or store information outside Australia. As a result, personal information may in some circumstances be accessed, processed or stored outside Australia. Where applicable, we take reasonable steps to select reputable providers and implement appropriate contractual, organisational or technical safeguards having regard to the nature of the information and applicable Australian privacy requirements. ⸻ 18. Data Security We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. Depending on the system and information involved, our safeguards may include: * access controls; * authentication; * role-based permissions; * encryption; * secure hosting; * activity and audit logging; * system monitoring; * backups; * restricted administrative access; and * security procedures for staff and contractors. However, no internet-based service or electronic storage system can be guaranteed to be completely secure. Users are responsible for maintaining the confidentiality of their account credentials and should notify us promptly if they believe their account or personal information has been compromised. ⸻ 19. Data Retention We retain personal information only for as long as reasonably necessary for the purposes for which it was collected or as otherwise required or permitted by law. Retention periods may depend on: * whether an account remains active; * booking and transaction history; * legal and accounting requirements; * taxation obligations; * payment disputes; * insurance requirements; * complaints or legal proceedings; * fraud-prevention requirements; and * legitimate business record-keeping requirements. When personal information is no longer reasonably required, we may securely delete, destroy or de-identify it, subject to applicable legal requirements. ⸻ 20. Access and Correction You may request access to personal information we hold about you and ask us to correct information that you believe is inaccurate, incomplete or out of date. We may need to verify your identity before processing a request. In some circumstances, Australian law permits or requires us to refuse access to particular information. Where appropriate and legally required, we will explain the reason for refusal. Requests should be submitted using the contact details published on our website or through the applicable Service Lead Pro support channel. ⸻ 21. Privacy Complaints If you believe we have not handled your personal information appropriately, please contact us and provide sufficient information for us to investigate your concern. We will endeavour to investigate and respond within a reasonable period. If you are dissatisfied with our response, you may have the right to lodge a complaint with the Office of the Australian Information Commissioner (OAIC) or another applicable regulator. ⸻ 22. Data Breaches We maintain processes for responding to suspected or confirmed data breaches. Where a data breach is likely to result in serious harm and the Notifiable Data Breaches (NDB) scheme applies, we will take steps required under applicable Australian privacy law, which may include notifying affected individuals and the Office of the Australian Information Commissioner. ⸻ 23. Children’s Privacy Our marketplace and booking services are intended for persons who are legally capable of entering into the relevant transaction or who are acting with appropriate authority. We do not knowingly seek to collect unnecessary personal information from children. If we become aware that personal information relating to a child has been collected in circumstances where it should not have been collected, we will take reasonable steps to address the matter. ⸻ 24. Links and Third-Party Services Our website or platform may contain links to third-party websites, payment services or applications. Those third parties may have their own privacy policies and practices. Service Lead Pro is not responsible for the privacy practices of independent third-party websites or services, and users should review the applicable third party’s privacy policy before providing personal information. ⸻ 25. Changes to This Privacy Policy We may update this Privacy Policy from time to time to reflect: * changes to our services; * changes to our technology or business operations; * changes to third-party providers; * regulatory developments; or * changes to applicable law. The current version will be published on our website or platform with its effective date. Where a change is material and notification is appropriate or required, we may provide additional notice through our website, application, email or another reasonable method. ⸻ 26. Contact Us For questions, requests or complaints concerning privacy or personal information, please contact: Privacy Officer Cost Comparison Pty Ltd Trading as Service Lead Pro ABN 60 655 338 284 Email: privacy@serviceleadpro.com.au Please include sufficient details to allow us to identify and respond to your request. ⸻ 27. Governing Law This Privacy Policy is governed by the laws of Queensland, Australia and applicable Commonwealth laws of Australia. To the extent applicable, personal information will be handled in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). The parties submit to the non-exclusive jurisdiction of the courts and tribunals of Queensland, Australia. ⸻ PRIVACY POLICY Version: 2.0 Effective Date: 22 June 2026 Cost Comparison Pty Ltd ABN 60 655 338 284 Trading as Service Lead Pro