Privacy Policy

1. About this policy

This policy is maintained by Removal Squad (ABN 68 192 293 122), 107/43 Danaher Drive, South Morang VIC 3752. It explains how we handle personal information collected through our website, client dashboard, quote and booking forms, and in the course of providing removals, storage and related services.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). Questions, requests and complaints can be sent to info@removalsquad.com.au or 1300 358 100.

2. What we collect

• Contact details: name, email address and phone number.
• Move details: pickup and destination addresses, dates and time slots, move size, truck and crew preferences, access notes (stairs, parking, lifts) and inventory notes.
• Account information: sign-in email, password (stored only in hashed form by our authentication provider), verification status and multi-factor authentication settings.
• Billing profile details: business or individual name, ABN where provided, billing address and billing contact details.
• Job records: bookings, invoices, incident or damage reports and any photos attached to them, and reviews or feedback you submit.
• Correspondence: enquiries and support messages you send us.
• Driver applicants: onboarding documents such as licence and insurance details, where you apply to drive with us.
• Technical data: IP address, browser user agent and device information captured with form submissions, plus security and verification logs (sign-ins, verification attempts, security setting changes).

3. How we collect it

Directly from you through the quote form, contact form, account signup, booking form, billing profiles, and email and phone verification. We also collect some information automatically through cookies and security logging when you use the website or dashboard, and occasionally from you over the phone when you make or change a booking.

4. Why we use it

• Preparing quotes and estimates and following up on enquiries.
• Scheduling, performing and managing your move, storage or related service.
• Communicating with you about a booking, including on moving day.
• Issuing invoices and processing payments.
• Verifying your email address and phone number so we can reach you and confirm booking details.
• Preventing fraud, spam and abuse, and keeping accounts secure.
• Handling complaints, damage claims and insurance matters.
• Meeting our legal, tax and record-keeping obligations.

5. Who we share it with

We do not sell your personal information. We share it only where it is needed to run our service:

• Our movers, drivers and subcontractors assigned to your job — limited to what they need to complete the move.
• Service providers that support the website and app: application hosting, database and authentication, email delivery, SMS verification, mapping and address lookup, and bot-protection services.
• Our accountants, insurers and professional advisers where relevant to a booking, invoice or claim.
• Law enforcement, regulators or courts where we are required or authorised by law.

Some of these providers store or process data outside Australia. Where that happens, we take reasonable steps to ensure the information is handled consistently with the Australian Privacy Principles.

6. Marketing and opt-out

If you request a quote and don't book, we may send you a small number of follow-up reminders about that quote. Every reminder includes a one-click unsubscribe link, and you can also ask us to stop at any time by emailing info@removalsquad.com.au. Opting out of marketing does not stop transactional messages — booking confirmations, verification codes, invoices and moving-day updates — which we need to send to deliver the service.

7. Cookies and similar technologies

We use cookies and browser storage for essential purposes: keeping you signed in, remembering trusted devices for two-factor authentication, carrying quote details between the home page and the quote page, and running bot-protection checks on our forms. Our bot-protection and mapping providers may also set their own cookies or tokens when those features load.

You can block or delete cookies in your browser settings, but sign-in, booking and form submission may not work correctly without the essential ones.

8. How long we keep information

We keep personal information only for as long as we need it, or for as long as Australian law requires:

• Financial records (invoices, receipts, payment records): 7 years from the end of the transaction, in line with ATO record-keeping requirements.
• Booking and job records, including incident and damage reports: 7 years, aligning with our financial records and allowing for the 6-year limitation period for contract and negligence claims in Victoria.
• Driver and contractor records: 7 years after the engagement ends, in line with Fair Work Act record-keeping obligations where they apply.
• Quotes and enquiries that don't convert: 24 months, then deleted or de-identified.
• Account data: kept while your account is active. On request we delete or de-identify it, except where a record must be retained under the periods above.
• Security and verification logs: 12 months.
• Marketing contact records: until you unsubscribe. We keep a record of your unsubscribe so we don't contact you again.

Once information is no longer needed for any purpose in this policy and no law requires us to keep it, we destroy or de-identify it (APP 11.2).

9. How we protect it

Access to customer data is restricted to accounts that need it, and staff and driver access is limited to the jobs they are assigned. Data is transmitted over encrypted connections, passwords are stored hashed by our authentication provider, and accounts can be secured with multi-factor authentication (authenticator app, SMS or email). We log security-relevant activity such as sign-ins, verification attempts and changes to security settings.

No online system can be guaranteed completely secure, so we also ask that you keep your password confidential and enable multi-factor authentication on your account.

10. Access, correction and complaints

You can view and update most of your details directly in your profile in the client dashboard. You can also ask us for a copy of the personal information we hold about you, ask us to correct it, or ask us to delete it, by emailing info@removalsquad.com.au. We will respond within 30 days. If we can't act on a request — for example because we must keep a financial record — we'll explain why.

If you're not satisfied with how we've handled your privacy enquiry or complaint, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.

11. Data breaches

If we become aware of unauthorised access to or disclosure of personal information, we will assess it promptly. Where a breach is likely to result in serious harm, we will notify affected individuals and the OAIC as required by the Notifiable Data Breaches scheme.

12. Changes to this policy

We may update this policy from time to time. The current version is always available on this page, and material changes will be reflected in the date below.