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Privacy Policy – The One Pool Care
Introduction
- The One Pool Care (“we”, “us”, “our”) is committed to protecting your privacy and handling 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, and protect personal information when you visit https://theonepoolcare.com.au (“Website”), contact us, or use our pool cleaning and maintenance services in and around Melbourne.
By using our Website or services, you agree to the terms of this Privacy Policy.
What personal information we collect
The type of personal information we collect depends on how you interact with us and may include:
- Contact details: name, phone number, email address, residential or business address.
- Property and pool details: property type, pool size and type, equipment details, photos of your pool or equipment you choose to share or that we capture during service.
- Service information: service history, quotes, invoices, feedback, and communication records.
- Payment details: limited payment information required to process your transactions (we typically use secure third‑party payment gateways and do not store full card details on our systems).
- Website usage data: IP address, device type, browser type, pages visited, time and date of visit, referring site, and other analytics data collected via cookies and similar technologies.
We generally do not collect sensitive information (such as health information) and will only do so with your consent or where required by law.
How we collect personal information
We may collect personal information in the following ways:
- Directly from you when you:
- fill out an online form or request a quote on our Website;
- contact us by phone, email, SMS, or via social media;
- book a service or sign up for ongoing maintenance;
- leave a review, testimonial, or respond to a survey or promotion.
- During on-site visits when we:
- inspect your pool and equipment;
- take notes or photos for diagnostic, quoting, or reporting purposes.
- Automatically when you use our Website through cookies, analytics tools, and similar technologies.
You may choose not to provide certain information, but this may affect our ability to provide services or respond to your enquiries.
Why we collect and use your personal information
We collect, hold, and use personal information for purposes reasonably necessary to operate our pool care business, including:
- Providing and managing services
- to respond to enquiries and quote requests;
- to schedule, deliver, and manage pool cleaning, maintenance, repairs, and emergency services;
- to generate digital water test reports and provide tailored recommendations for your pool.
- Customer support and communication
- to communicate about bookings, service reminders, updates, and follow‑up visits;
- to handle complaints, warranty requests, and customer support queries.
- Business operations and improvement
- to manage billing, payments, and invoices;
- to maintain service records and internal reporting;
- to improve our services, Website performance, and user experience through analytics.
- Marketing and promotions
- to send you information about our services, offers, updates, and promotions where you have consented or where permitted by law;
- to request reviews or testimonials about your experience with The One Pool Care.
You can opt out of direct marketing communications at any time by following the unsubscribe instructions in our messages or by contacting us.
Cookies and website analytics
- Our Website may use cookies, pixels, and similar technologies to recognise your browser, remember your preferences, and analyse how visitors use the site.
- We may use third‑party analytics and advertising tools (such as Google Analytics or similar services) to help us understand traffic and improve the Website and our campaigns.
You can adjust your browser settings to refuse cookies, but some website features may not function properly if cookies are disabled.
Legal basis for processing (if you are in the EU/UK)
Although we primarily serve customers in Australia, if you are located in the EU or UK, we will only process your personal information where we have a lawful basis, such as:
- your consent (for example, to receive marketing);
- performance of a contract (for example, to provide booked services);
- compliance with a legal obligation; or
- our legitimate interests (for example, improving our services and Website), provided these are not overridden by your rights.
Disclosure of your personal information
We may share your personal information with third parties where reasonably necessary for the purposes described above, including:
- Service providers and contractors
- pool technicians, subcontractors, and other trades who assist with pool cleaning, repairs, equipment supply, or installations;
- IT, hosting, CRM, email, SMS, accounting, and payment processing providers.
- Business and professional advisors
- accountants, insurers, legal advisors, and auditors where needed for our business operations and legal compliance.
- Government and regulatory bodies
- where required or authorised by law, for example to comply with a court order, regulatory request, or law enforcement investigation.
We do not sell your personal information to third parties.
Overseas disclosure
Some of our technology or service providers may store or process information on servers located outside Australia (for example, in the United States or other countries). Where this occurs, we take reasonable steps to ensure that any overseas recipient handles your personal information in a way that is consistent with the Privacy Act and the APPs.
Data security
- We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure.
- Measures may include secure servers, access controls, password protection, staff training, and limiting access to personal information to people who need it to perform their role.
While we use appropriate safeguards, no method of transmission or storage is completely secure, and you provide information at your own risk.
Data retention
- We retain personal information only for as long as necessary to fulfil the purposes described in this Privacy Policy, or as required by law (for example, tax and accounting record‑keeping obligations).
- When personal information is no longer required, we will take reasonable steps to destroy or de‑identify it in accordance with applicable laws.
Access to and correction of personal information
You have the right to request access to the personal information we hold about you and to request correction if you believe it is inaccurate, incomplete, or out of date.
- To make a request, please contact us using the details in the “Contact us” section below, providing sufficient detail to identify you and the information you seek.
- We will respond to your request within a reasonable period and may need to verify your identity before providing access or making corrections.
In some cases, we may refuse access or correction where permitted or required by law, and if so, we will tell you why (where reasonable).
Your privacy choices
You can:
- opt out of marketing communications at any time by using the unsubscribe link or contacting us;
- disable cookies in your browser (some site features may be affected);
- contact us to update your details or preferences.
Third‑party links
Our Website may contain links to third‑party websites, social media platforms, or services that are not operated by The One Pool Care. We are not responsible for the privacy practices or content of those sites and recommend that you review their privacy policies before providing any personal information.
Children’s privacy
Our services and Website are intended for use by adults and household decision‑makers. We do not knowingly collect personal information from children under 18; if we become aware that we have inadvertently collected such information, we will take reasonable steps to delete it.
Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, services, or legal requirements. The updated version will be posted on our Website with a revised “last updated” date, and your continued use of the Website or services after any changes indicates your acceptance of the updated policy.
Contact us
If you have any questions, concerns, or complaints about this Privacy Policy or how we handle your personal information, or if you wish to request access or correction, please contact us:
The One Pool Care
- Website: https://theonepoolcare.com.au
- Phone: 03 9968 0520
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) for further assistance.
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