1. Introduction

East2West Property Maintenance (“Company,” “we,” “our,” or “us”) provides professional property maintenance and cleaning services throughout Melbourne, Victoria, Australia.

We are committed to protecting your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This Privacy Policy explains how we collect, use, disclose, store, and protect your personal information when you engage our services, visit our website, or communicate with us.

2. Information We Collect

We may collect the following types of personal information:

• Full name
• Contact details (phone number, email address)
• Property address and access details
• Billing and payment information
• Identification details where required
• Service-related communications
• Feedback and complaints

We only collect information reasonably necessary to provide our services or comply with legal obligations.

3. How We Collect Information

Personal information may be collected through:

• Direct enquiries via phone, email, or website
• Booking forms and service agreements
• Payment processing
• Communication during service delivery
• Third parties such as property managers, real estate agents, or authorised representatives (where authorised)

4. Use of Personal Information

We use personal information to:

• Provide and manage our services
• Confirm bookings and property access arrangements
• Process payments and issue invoices
• Respond to enquiries and complaints
• Comply with legal obligations
• Improve our services

We do not sell or rent personal information to third parties.

5. Disclosure of Information

We may disclose personal information to:

• Employees and contractors performing services on our behalf
• Payment processors and accounting providers
• IT service providers
• Legal advisors
• Government authorities where required by law

All third parties are required to handle information in accordance with applicable privacy laws.

6. Data Security

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure.

These measures include secure storage systems, restricted access to sensitive information, and internal confidentiality obligations.

7. Access and Correction

You may request access to your personal information or request corrections if it is inaccurate or outdated. Requests must be made in writing.

We may refuse access where permitted by law.

8. Complaints

If you believe we have breached privacy laws, you may submit a written complaint. We will investigate and respond within a reasonable timeframe.

If unresolved, you may contact the Office of the Australian Information Commissioner (OAIC).

Service Satisfaction & Dispute Resolution Policy

9. Service Guarantee and Re-Service Policy

East2West Property Maintenance aims to deliver professional services in accordance with the agreed scope of work and industry standards.

If a client is dissatisfied with the services provided:

• The client must notify us in writing within 24 hours of service completion.
• The Company reserves the exclusive right to inspect the property.
• The Company’s sole and maximum obligation is to provide a re-service of the specific areas identified.

Re-Service Conditions

• Re-service must be conducted within 7 days of the original service date.
• In exceptional circumstances, the Company may allow a maximum of 14 days.
• Access to the property must be provided.
• The property condition must remain unchanged since the original service.

10. No Refund Policy

To the maximum extent permitted by law:

• Refunds will not be provided for dissatisfaction with service results.
• The sole remedy available to the client is a re-service as outlined above.
• Failure to allow re-service access voids any service claims.

Nothing in this policy excludes, restricts, or modifies rights under Australian Consumer Law where such exclusion is not legally permitted.

11. Limitation of Liability

To the extent permitted by law:

• The Company is not liable for pre-existing damage, wear and tear, deterioration, or defects in the property.
• The Company is not responsible for issues outside the agreed scope of work.
• Liability is limited to the cost of re-performing the services.

12. Dispute Resolution

Any disputes must first be addressed through written communication.

If unresolved:

• The parties agree to attempt good faith negotiation.
• If still unresolved, disputes shall be handled in accordance with the laws of Victoria, Australia.

The courts of Victoria shall have exclusive jurisdiction.

13. Changes to This Policy

East2West Property Maintenance reserves the right to amend this policy at any time.

Updated versions will be made available upon request or published on our website.

14. Contact Details

East2West Property Maintenance
Melbourne, Victoria, Australia

Email: booking@east2westpropertymaintenance.com.au