1. Personal information we collect

Depending on how you interact with us, we may collect:

• Your name
• Phone number and email address
• Residential, commercial or service address
• Billing and payment information
• Details about your property and the services requested
• Communications between you and Revora Group
• Photographs or videos of the property or work area
• Quotes, invoices, bookings and service history
• Website usage information, including your IP address, browser type, device information and pages visited
• Any other information you voluntarily provide to us

We generally do not collect sensitive information unless it is reasonably necessary and you have provided consent, or collection is otherwise permitted by law.

2. How we collect personal information

We may collect personal information when you:

• Submit an enquiry or quote request through our website
• Contact us by phone, text message, email or social media
• Book or purchase a service
• Request or accept a quote
• Make a payment
• Participate in a promotion or provide feedback
• Communicate with one of our employees, contractors or representatives
• Visit our website or interact with our online advertising

We may also receive information from third parties, including referral partners, property managers, real estate agents, strata managers, advertising platforms and service providers.

Where practical, we will collect personal information directly from you.

3. Why we collect and use your information

We may use your personal information to:

• Respond to enquiries and prepare quotes
• Schedule, provide and manage our services
• Communicate about appointments, access requirements and service updates
• Process payments and issue invoices or receipts
• Maintain customer and service records
• Follow up after completing work
• Improve our services, website and customer experience
• Manage complaints, disputes and insurance matters
• Maintain the safety and security of our workers, customers and properties
• Conduct marketing and advertising
• Comply with legal, taxation and regulatory obligations
• Exercise or defend our legal rights

If you do not provide certain information, we may be unable to prepare an accurate quote, contact you or provide the requested service.

4. Property photographs and videos

We may take photographs or videos before, during and after a service for:

• Assessing the property and preparing a quote
• Documenting its condition
• Recording completed work
• Quality assurance, safety, insurance or dispute management
• Training and internal business records

We will seek permission before using identifiable photographs or videos of your property for public advertising, social media, our website or other promotional purposes.

You may withdraw your permission for future promotional use by contacting us. This will not affect material already printed, published or lawfully used before your request was received.

5. Direct marketing

Where permitted by law, we may use your contact details to send information about our services, offers, reminders or promotions.

You can opt out at any time by:

• Using the unsubscribe option included in the communication
• Replying “STOP” to an eligible marketing text message
• Contacting us directly

We will process opt-out requests within a reasonable period. You may still receive essential communications concerning an active quote, booking, invoice or service.

We do not sell your personal information to third parties.

6. When we disclose personal information

We may disclose personal information where reasonably necessary to:

• Employees and contractors helping us provide services
• Payment processors, banks and accounting providers
• Customer relationship management, booking and communication platforms
• Website hosting, cloud storage, email, analytics and IT providers
• Marketing and advertising platforms
• Insurers, professional advisers and debt-recovery providers
• Government agencies, regulators, courts or law-enforcement bodies where required or authorised by law
• Another party involved in a business sale, restructure or transfer, subject to appropriate confidentiality safeguards

We only disclose information needed for the relevant purpose.

7. Overseas storage and disclosure

Some third-party platforms and cloud service providers used by Revora Group may store or process information outside Australia.

The countries involved may vary depending on the provider and its systems. Where required, we take reasonable steps to ensure overseas recipients handle personal information appropriately and in accordance with applicable Australian privacy requirements.

8. Website analytics, cookies and advertising

Our website may use cookies, tracking pixels and similar technologies to:

• Operate and secure the website
• Remember preferences
• Understand website traffic and visitor behaviour
• Measure advertising performance
• Improve our website and marketing

These technologies may collect information such as your IP address, device type, browser, general location and interactions with our website.

You can restrict or disable cookies through your browser settings. Some website functions may not operate correctly if cookies are disabled.

Third-party platforms, including analytics and advertising providers, may handle information under their own privacy policies.

9. Storage and security

We may store personal information electronically or in physical records.

We take reasonable steps to protect it from misuse, interference, loss, unauthorised access, modification and disclosure. These steps may include access controls, passwords, secure platforms, staff or contractor confidentiality obligations and appropriate record-management practices.

No internet transmission or electronic storage system is completely secure. You provide information electronically at your own risk.

10. Retention and destruction

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, to maintain business records, or to meet legal, taxation, insurance and dispute-management obligations.

When information is no longer required, we take reasonable steps to delete, destroy or de-identify it, unless we are legally required to retain it.

11. Accessing or correcting your information

You may ask to access the personal information we hold about you or request that inaccurate, incomplete or outdated information be corrected.

We may need to verify your identity before responding. In limited circumstances, we may refuse access where permitted by law. If that occurs, we will generally explain the reason for the refusal.

12. Privacy complaints

If you believe we have mishandled your personal information, contact us and explain:

• Your concern
• The information or conduct involved
• How you would like the matter resolved

We will review your complaint and respond within a reasonable period.

If you are not satisfied with our response and the Privacy Act applies to the matter, you may contact the Office of the Australian Information Commissioner through www.oaic.gov.au.

13. Third-party links

Our website or communications may contain links to third-party websites or services. We are not responsible for the privacy practices, security or content of those third parties. You should review their privacy policies before providing personal information.

14. Changes to this policy

We may update this Privacy Policy when our business practices, technology or legal obligations change.

The current version will be published on our website with its effective date. Your continued use of our website or services after an update constitutes acknowledgement of the revised policy.

15. Contact us

For privacy questions, access or correction requests, complaints or marketing opt-outs, contact: