Privacy Policy

Last updated: October 2026

This page informs you of our policies regarding the collection, use, and disclosure of personal information we receive from users of the Site and from people who phone, email or book with us. In this policy, “we”, “us” and “our” means The Naturally Clean Co Pty Ltd (ABN 13 634 481 324), and the “Site” means thenaturallycleanco.com.au.

We use your Personal Information only for responding to your enquiries, providing our services, improving the Site, administering our business operations, and keeping you updated with electronic communications.

In short

  • When you phone us, our AI virtual assistant answers. Calls it answers are transcribed (turned into text), not recorded.
  • A summary and the transcript of your call go to our team inbox, and we use them only to respond to you and provide our services.
  • Some of our phone and AI providers are overseas, mainly in the United States.
  • You can email us at [email protected] at any time to see, correct or delete your details.

The rest of this policy gives the details.

Information collection and use

While using our Site, we may ask you to provide us with certain personally identifiable information that can be used to contact or identify you. Personally identifiable information may include but is not limited to your name, address, email address, and phone number (“Personal Information”).

We also collect Personal Information when you phone us, email us, book a clean or pay for a service. Depending on how you deal with us, this can include:

  • your name, email address, phone number (including caller ID when you phone us) and the address or suburb of your property
  • details of the job, such as property type, cleaning requirements, preferred dates and access instructions
  • the transcript (a written record of what was said) and summary of any phone call with our virtual assistant (see “Phone calls and our virtual assistant” below)
  • any voicemail you leave, and its transcription (see “Backup voicemail” below)
  • emails and other messages you send us
  • your booking and service history
  • invoice and payment reference information (we don’t hold full card details; see “Payment” below)

We collect most of this information directly from you. We hold it electronically in the online systems described in this policy, such as Google Workspace, HubSpot and our booking system. We don’t keep audio recordings of calls answered by our virtual assistant.

We also hold information about the contractors who clean for us, such as their contact details, ABN, invoices and the bank account details we pay them into. AI tools help us check and process their invoices.

Browsing anonymously

You may browse the Site anonymously. If you identify yourself to us, at that stage we will collect your Personal Information.

Log data

Like many site operators, we collect information that your browser sends whenever you visit our Site (“Log Data”). This Log Data may include information such as your computer’s Internet Protocol (“IP”) address, browser type, browser version, the pages of our Site that you visit, the time and date of your visit, the time spent on those pages and other statistics. In addition, we may use third party services such as Google Analytics that collect, monitor and analyse this Log Data.

Phone calls and our virtual assistant

When you phone us, for example on 1800 331 745 or (08) 6246 2124, your call is answered by our AI virtual assistant. It’s set up to answer every call, 24 hours a day, 7 days a week. If it’s ever unavailable, you can leave a voicemail instead (see “Backup voicemail” below).

You’re told at the start of the call

At the start of every call, the assistant tells you that it’s a virtual assistant and that the call is transcribed (turned into text) so our team can follow up.

What the assistant does

The assistant can give you general information about our services, our published prices, rough estimates, the areas we service and estimated travel fees. Any estimate it gives is a guide only. Your final price is confirmed by our team or our booking system.

To help our team follow up, it takes down your name, phone number (usually from caller ID), email address, suburb and details of the job.

The assistant is set up not to:

  • make bookings or give final quotes
  • take payment details (please don’t read out card or bank details on a call)
  • promise availability, refunds or credits
  • ask about your health or any disability

If you mention a health matter or disability, the call summary is set up to note only what our cleaners need to know for the job, such as access needs. The full transcript will still include what was said (see “Collecting sensitive information” below).

The assistant doesn’t make decisions that significantly affect you. Our team gets a summary of your call and follows up with you.

Transcripts, not recordings

We don’t record or keep audio of calls answered by our virtual assistant. The voice AI is provided by OpenAI, which processes the conversation live and produces a written transcript. After the call, an OpenAI text model turns the transcript into a short summary and a list of key details. We’ve turned off OpenAI’s storage options for both of these services, although OpenAI keeps its own short-term logs (see “How long we keep your information” below).

The summary and full transcript are emailed to our team inbox (Google Workspace), and we use them only to respond to you and provide our services. Our team, with help from AI tools including Anthropic’s Claude, uses them to follow up with you. That includes recording your enquiry in HubSpot, our customer relationship management (CRM) system, and drafting a reply that a person reviews before it’s sent.

The software that connects these services is hosted by Vercel. It has no database and doesn’t store call details. In the rare case that a call summary can’t be emailed to our inbox, the call details are written to Vercel’s short-term logs so your enquiry isn’t lost.

Backup voicemail

If the virtual assistant is unavailable, our phone provider Twilio plays a message and lets you leave a voicemail of up to 2 minutes. Twilio records your message and OpenAI transcribes it (turns it into text). The transcription is emailed to our team inbox, and once it’s there, the recording is automatically deleted from Twilio.

If a message can’t be transcribed, or a technical problem stops it reaching our inbox, the recording stays in Twilio so your message isn’t lost. A member of our team listens to it and then deletes it.

If you hang up without leaving a message, your phone number (caller ID) is still sent to our inbox so we can call you back.

If you’d rather speak to a person

If you’d rather not talk to a virtual assistant, just say so. The assistant is set up to offer other ways to reach us: email, the contact form on our website, or a call back from a member of our team. You can also email us at any time at [email protected].

Use of artificial intelligence (AI)

Overview

The Naturally Clean Co uses artificial intelligence (AI) tools and technologies to assist with certain business operations, including answering our phone calls. We are committed to being transparent about how AI is used in connection with your Personal Information, in line with the Australian Privacy Principles (APPs) and guidance from the Office of the Australian Information Commissioner (OAIC).

How we use AI

We may use AI-assisted tools to support the following business activities:

  • Answering phone calls through our AI virtual assistant, and transcribing and summarising those calls (and any backup voicemails) for our team
  • Responding to client enquiries and drafting communications (e.g. email responses to service requests)
  • Managing and organising leads and customer relationship data
  • Processing and reconciling contractor invoices and financial records
  • Scheduling and coordinating cleaning services
  • Triaging and categorising incoming correspondence
  • General data parsing, organisation, and administrative support

What personal information AI may process

In the course of the activities described above, AI tools may process the following types of Personal Information:

  • Your name, email address, phone number, and physical address
  • Details of your service enquiry or booking (e.g. property type, cleaning requirements, preferred dates)
  • What you say on a phone call with our virtual assistant or in a voicemail, and the transcript and summary of that call or voicemail
  • Communication history (e.g. email content related to your enquiry or service)
  • Invoice and payment reference information. Full card details for payments are held only by our payment processor (Stripe), and our AI tools can’t see them. Our phone assistant is set up not to take payment details, so please don’t read out card or bank details on a call or send them by email. If you do, they may end up in a call transcript or email that our AI tools process.
  • If you’re one of our contractors, your invoices, including the bank account details on them, when we check and process them

Third-party AI service providers

We use third-party AI platforms to provide these AI-assisted capabilities, including OpenAI (for our phone virtual assistant, call and voicemail transcription, and call summaries) and Anthropic’s Claude (for help with email triage, drafting and administration). When your Personal Information is processed by these tools, it may be transmitted to and temporarily processed by the AI service provider’s systems, which may be outside Australia (see “Overseas disclosure” below). We select AI providers that maintain appropriate data security measures and we review their privacy and data handling practices. We do not permit AI providers to use your Personal Information for their own purposes, such as training AI models, where we are able to control this through our agreements and platform settings. For example, under OpenAI’s terms for business customers, information we send it isn’t used to train its models by default.

Human oversight and decision-making

AI is used as an assistive tool to support our team, not to replace human judgement. Here’s where a person checks things, and where things happen automatically:

  • Phone calls. Our virtual assistant talks with you live, so a person doesn’t check its answers before you hear them. That’s why it’s set up to give general information only, and not to make bookings, give final quotes, take payment details, or agree to refunds or credits. Our team gets a summary of your call and follows up with you.
  • Emails we write to you. Replies drafted with the help of AI are reviewed by a member of our team before they’re sent.
  • Automatic emails. Some emails are sent automatically, without a person checking each one. For example, our booking system sends booking confirmations, and we may send quote emails and follow-ups after a phone call (see “Automatic emails and unsubscribing” below). These use set wording (templates) filled in with details and prices from our booking system. They aren’t written by AI.
  • Other AI-assisted work. Data summaries, scheduling suggestions and other AI-assisted work are checked by our team before we act on them in a way that affects you.

No decisions that could significantly affect your rights or interests are made solely by AI or other automated systems without human involvement. Our booking system works out quote prices automatically from the details you give us (such as the number of bedrooms and bathrooms and the service you want), and you can ask our team to review any quote. If you’d rather deal with a person at any point, just ask.

Data retention and AI

Personal Information processed by AI tools is handled in accordance with our standard data retention practices (see “How long we keep your information” below). We keep Personal Information in AI tools only as long as we need it, although conversation histories may be kept for quality and continuity under the same security controls as our other business data. For example, we don’t keep audio of calls answered by our virtual assistant, and we’ve turned off OpenAI’s storage options for our phone assistant and call summaries. AI providers may still keep their own logs for a limited time: OpenAI keeps logs for abuse monitoring, which can include what was said on calls and in voicemails, for up to 30 days, unless it’s legally required to keep them longer.

Your rights regarding AI processing

You have the right to:

  • Ask us whether AI has been used in processing your Personal Information
  • Request a human review of any AI-assisted decision that affects you
  • Request that your Personal Information not be processed by AI tools (where practicable)
  • Ask to deal with a person instead of our phone virtual assistant
  • Contact us for more information about how AI is used in our operations

To exercise any of these rights, please contact us at [email protected].

Third-party service providers

To deliver our services and operate our business, we use a range of third-party platforms and service providers that may collect, store, or process your Personal Information on our behalf. We take reasonable steps to ensure these providers handle your information in accordance with the Australian Privacy Principles.

Communications and telephony

We use third-party providers to run our business phone lines and our phone virtual assistant:

  • Zintel (now part of Aussie Broadband) provides our 1800 and (08) phone numbers.
  • Zoom Phone currently passes our calls on to Twilio. We’re moving our phone line from Zoom to Twilio, and once that’s finished Zoom will no longer be part of our phone system. Zoom no longer takes voicemails for our calls.
  • Twilio connects calls to our virtual assistant and runs our backup voicemail.
  • OpenAI provides the virtual assistant, call and voicemail transcription, and call summaries.
  • Vercel hosts the software that runs our virtual assistant.

Your phone number, the time and length of your call, what you say on the call and any voicemail you leave may be processed by these providers. Our phone providers may also keep their own records of calls, such as phone numbers and call times, under their own terms. More detail is in “Phone calls and our virtual assistant” above.

Website forms and customer enquiries

Enquiry forms on our website are processed through third-party form and customer relationship management (CRM) platforms (such as HubSpot). When you submit a form, the information you provide, including your name, contact details, and message, may be stored in these systems for the purpose of responding to your enquiry and managing our relationship with you. We also record enquiries made by phone in HubSpot so our team can follow up.

Workflow automation and task management

We use automation platforms (such as Zapier) to connect our business tools and save time. This may involve the transfer of your Personal Information between systems, for example, passing enquiry details from our email to our task management platform (such as ClickUp) so our team can respond promptly. These platforms process data only as instructed by us and in accordance with their own privacy policies.

Booking and scheduling

Our primary booking and operations platform is Automaid (Launch27). Your Personal Information, including your name, contact details, address, booking preferences, and service history, is stored within this system. This platform is central to how we manage scheduling, service delivery, and customer records. It also sends automatic emails about your bookings, such as booking confirmations.

Payments and financial processing

Credit card payments are processed securely through Stripe, as described in “Payment” below. For invoiced customers, we use accounting software (such as QuickBooks) to manage invoicing, payment records, and financial reporting. We can only view the last four digits and expiry date of stored cards; full card details are held exclusively by the payment processor.

Email and business productivity

We use Google Workspace (including Gmail, Google Sheets, and Google Drive) for email communications, data analysis, and general business administration. Your Personal Information may be stored and processed within Google’s infrastructure when we communicate with you or analyse service data. This includes the call summaries, call transcripts and voicemail transcriptions sent to our inbox by our phone system.

Analytics and website monitoring

As noted in “Log data” above, we use Google Analytics to monitor and analyse website usage. This service may collect anonymised or pseudonymised data about your browsing behaviour on our Site.

Artificial intelligence

Our use of AI service providers (such as OpenAI and Anthropic’s Claude) is described in detail in “Use of artificial intelligence (AI)” above.

This list reflects the key platforms in use at the time of this policy’s last update. We may change or add service providers from time to time. Where we do so, we will ensure any new providers meet appropriate privacy and security standards. If you have questions about a specific provider, please contact us at [email protected].

Overseas disclosure

Some of our service providers store or process Personal Information outside Australia. The main country is the United States.

  • Twilio, OpenAI and Vercel are United States companies. OpenAI processes calls to our virtual assistant, and voicemails left when the assistant is unavailable, in the United States. Australian data hosting isn’t available for the voice AI service we use. The software that runs our virtual assistant is hosted by Vercel in the United States.
  • Our other providers, such as Zoom (which passes our calls on to Twilio until our phone line has moved), Google, HubSpot, Zapier, ClickUp, Stripe, QuickBooks, Automaid (Launch27) and Anthropic, may also store or process information outside Australia, including in the United States.
  • Information may also be processed in other countries where our providers, or the companies they use, operate.

The privacy laws in those countries may not give the same protection as Australian privacy law. We take reasonable steps to make sure overseas providers handle your information appropriately. These include choosing established providers, reviewing their privacy and security terms, and using settings that limit what they keep (for example, turning off OpenAI’s storage options and having backup voicemail recordings automatically deleted from Twilio once your message has reached us).

Communications

We may use your Personal Information to contact you with newsletters, marketing or promotional materials and other information about updates or changes to our services. We don’t add you to newsletters or marketing emails just because you phoned us: details from your call are used only to respond to you and provide our services. Some communications may be drafted with the help of AI tools. Where they are, a member of our team reviews and approves them before they’re sent. You can unsubscribe at any time (see “Automatic emails and unsubscribing” below).

Automatic emails and unsubscribing

Some emails are sent to you automatically:

  • Our booking system sends emails about your bookings, such as booking confirmations.
  • After a phone call, if you’ve confirmed your email address with our virtual assistant, we may send you an automatic quote email with a link to book online, with some of your details already filled in. The prices come from our booking system and the wording is a set template. These emails aren’t written by AI.
  • If you haven’t booked, we may send a limited number of follow-up emails about your quote.

Every automatic quote email, and every follow-up email we send about a quote, says who it’s from and tells you how to opt out.

You can unsubscribe from marketing, quote and follow-up emails at any time. Use the unsubscribe option in the email, reply to tell us, or email us at [email protected] asking us to stop. We’ll stop sending them within 5 business days. We may still send you emails about bookings you’ve made, such as booking confirmations.

Disclosure

We may disclose your personal information if we are required to do so by law, or if you violate our Terms and Conditions. We may also disclose Personal Information to third-party service providers, including AI platforms, phone and voicemail providers, booking systems, CRM tools, and payment processors, as described in the “Phone calls and our virtual assistant”, “Use of artificial intelligence (AI)” and “Third-party service providers” sections above, solely for the purpose of delivering our services and administering our business operations. Some of these providers are outside Australia (see “Overseas disclosure” above). We also share the details our cleaners need to do the job, such as your address, access instructions and cleaning requirements, with the cleaners looking after your booking.

Payment

All payments made through our Site will be processed by Stripe via an SSL connection for credit card processing and passed back to our Site when complete. We do not hold card details.

All transactional data is stored on a secure site hosted by Stripe. Please refer to Stripe Privacy Policy available at their website.

Collecting sensitive information

We do not actively collect sensitive information about you, including information about your health, racial or ethnic origin, political opinions, religious beliefs, sexual orientation or criminal history. Our phone virtual assistant is set up not to ask about your health or any disability.

Sometimes people choose to tell us this kind of information, for example by mentioning a health condition or access needs on a phone call. If you do, it will be in the call transcript emailed to our team, which we keep as set out in “How long we keep your information” below. When we pass details on to our cleaners, we give them only what they need to know for the job, such as access needs, not the call transcript. You can ask us to delete it at any time. We will take steps to appropriately protect any sensitive information we do receive.

Cookies

Cookies are files with small amounts of data, which may include an anonymous unique identifier. Cookies are sent to your browser from a website and stored on your computer’s hard drive. Like many sites, we use “cookies” to collect information. You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent. However, if you do not accept cookies, you may not be able to use some portions of our Site.

Security

The security of your Personal Information is important to us, but remember that no method of transmission over the Internet, or method of electronic storage, is 100% secure. While we strive to use commercially acceptable means to protect your Personal Information, we cannot guarantee its absolute security. Where AI tools or third-party platforms are used to process your data, we take reasonable steps to ensure those tools meet appropriate security standards, including encryption of data in transit and at rest. For example, calls are passed from our phone provider (Twilio) to our virtual assistant service over an encrypted connection.

How long we keep your information

  • We don’t keep audio recordings of calls answered by our virtual assistant.
  • Call emails, which hold the call summary and full transcript, go to our team inbox. If you don’t become a client, we delete them once they’re more than 12 months old, at our monthly clean-up, and they’re removed for good 30 days after that. If you become a client, they’re kept with your client records.
  • When you phone us with an enquiry, we also record your name, contact details and a short note of your enquiry, which can include the call summary, in our CRM (HubSpot). We keep this for as long as we need it to deal with your enquiry and run our business.
  • Backup voicemail recordings are automatically deleted from Twilio once the transcription has reached our inbox. If a voicemail can’t be transcribed, or can’t reach our inbox, the recording stays in Twilio until a member of our team has listened to it and deleted it. The voicemail email in our inbox is kept in the same way as other call emails.
  • OpenAI keeps logs for abuse monitoring, which can include what was said on calls and in voicemails, for up to 30 days, unless it’s legally required to keep them longer.
  • Vercel keeps short-term technical logs for our virtual assistant software, for up to about a day.
  • Our phone providers may keep their own records of calls, such as phone numbers and call times.
  • If you become a client, your booking, invoice and payment records are kept as part of our normal business records, including for tax and accounting purposes. These are held in systems such as our booking system (Automaid/Launch27), Stripe and QuickBooks.
  • Other information, such as website enquiries and emails (including the replies we send you), is kept for as long as we need it to deal with your enquiry and run our business.

You can ask us to delete your Personal Information at any time (see “Changing your details: contact us” below). We may need to keep some records where the law requires it, for example for tax purposes.

Changes to this Privacy Policy

We reserve the right to update or change our Privacy Policy at any time and you should check this Privacy Policy periodically. Changes will apply once posted on our website.

If we make any material changes to this Privacy Policy, we will notify you either through the email address you have provided to us or by placing a prominent notice on the Site.

Changing your details: contact us

If you would like to see (access), correct, amend or delete any personal information, register a complaint, or want more information about this Privacy Policy, you can email us at [email protected]. If you make a complaint, we’ll look into it and let you know the outcome, usually within 30 days.

If you are not happy with how we manage your concerns, you can contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

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