Privacy policy

1. Information we collect

We collect information you give us, information generated as you use the Platform, and information provided by third parties such as our payment and identity verification providers.

Information you give us

• name, email address, phone number and suburb or service area;
• account and profile information, including photographs, biography, service categories, availability and pricing;
• Listings, Offers, Quotes, Bookings and any details you include about the help required;
• messages, enquiries and support requests;
• reviews and ratings you write;
• credential documents you choose to upload for verification; and
• business information such as an ABN, business name or insurance details.

Information generated as you use the Platform

• records of Bookings, payments, payouts, refunds and disputes;
• identity and credential verification status, badges and expiry dates;
• notification and communication preferences;
• device and technical information, including IP address, browser or app version and general location derived from it; and
• usage and diagnostic information used to keep the Platform secure and working.

Information from third parties

Our payment provider and identity verification provider tell us the outcome and status of a payment, payout or identity check. We do not receive your full card number or bank details from them.

2. Sensitive information and verification documents

Some documents providers submit for verification contain sensitive information — for example a Working With Children Check, an NDIS Worker Screening Check, a police check, a licence, a qualification, a First Aid or CPR certificate, or insurance details.

We only collect these documents where you choose to submit them, and we ask for your consent through the verification process before you do.

Verification documents are stored privately. They are never published on your public profile and are only accessible to authorised At Home Concierge administrators reviewing your verification, or where disclosure is required by law.

What appears publicly is the outcome — a Verification Badge such as “WWCC Verified” — and not the document itself or the information in it.

You may ask us to remove a credential document. Where we have relied on it to display a badge, removing the document will also remove the badge.

3. Identity verification through Stripe Identity

Identity verification is mandatory before a User can activate Provider functionality, and optional for Customers.

Identity verification is carried out by Stripe Identity, or another verification provider we disclose to you. When you begin verification you are taken to that provider, and the information you submit — such as an identity document image or a selfie — is collected and processed directly by them under their own terms and privacy policy.

At Home Concierge does not receive or store your identity document images. We receive and retain the verification status and limited related information needed to decide whether Provider functionality can be activated or maintained.

4. Payment information

Payments and Provider payouts are processed by Stripe. Card numbers, bank account details and payout onboarding information are collected and held by Stripe under its own terms, privacy policy and security standards.

At Home Concierge does not store your card number or bank account details. We retain transaction records — such as amounts, dates, fees, refunds and payout status — which we need for the Booking, for dispute handling and for tax and record-keeping obligations.

5. How we use your information

We use Personal Information to:

• create and administer your Account and profile;
• publish Listings and enable Providers to make Offers or Quotes;
• enable messaging between Customers and Providers;
• arrange, manage and complete Bookings;
• process payments, payouts, refunds and Platform Fees;
• verify identity and review credential documents, and display the resulting badges;
• send operational notifications about Offers, Bookings, payments, verification and credential expiry;
• handle enquiries, complaints and disputes;
• keep the Platform safe — detecting and preventing fraud, misuse, impersonation and unsafe conduct;
• improve the Platform and understand how it is used, generally using aggregated or de-identified information; and
• comply with our legal obligations.

We do not sell your Personal Information.

6. What other Users can see

Provider profiles are visible to Customers and may show a name or business name, photograph, suburb or service area, biography, service categories, pricing, availability, ratings, reviews and Verification Badges.

Customers posting a Listing share the details of the help required. A full address is shared with a Provider only where it is needed to perform the Services — generally after a Booking is confirmed — and should not be published in a public Listing.

Contact details are not published publicly. Messages you send through the Platform are visible to the other party to that conversation, and may be reviewed by our team when investigating a dispute, complaint or safety concern.

Reviews you write are shown with your first name and are visible to other Users.

7. Who we disclose information to

We disclose Personal Information to:

• other Users, as described above, to the extent needed for a Listing, Offer or Booking;
• Stripe, for payments, payouts and identity verification;
• cloud hosting, database and file storage providers that operate our infrastructure;
• email, SMS and push notification providers that deliver our communications;
• mapping and location service providers used for search and distance features;
• professional advisers, such as lawyers and accountants, where reasonably necessary;
• law enforcement, regulators, courts or tribunals where required or authorised by law, or where necessary to prevent a serious threat to life, health or safety; and
• a purchaser or successor if the Platform or our business is sold or restructured, subject to applicable law.

We require our service providers to handle Personal Information consistently with this policy and applicable law, and to use it only for the purposes we engage them for.

8. Overseas disclosure

Some of our service providers — including our payment and identity verification provider, cloud hosting and email providers — store or process information outside Australia, including in the United States and the European Union.

Where we disclose Personal Information overseas, we take reasonable steps to ensure the recipient handles it consistently with the Australian Privacy Principles.

9. Communications and marketing

We send operational messages you cannot opt out of while you hold an Account, such as Account notices, Booking and Offer updates, payment information, verification updates, credential expiry notices, safety notices and changes to our Terms.

Any marketing communications are sent only in accordance with applicable law, and every marketing message includes an unsubscribe option. You can manage notification preferences in your Account settings.

10. Security

We take reasonable steps to protect Personal Information from misuse, interference, loss and unauthorised access, modification or disclosure. These include encrypted connections, hashed passwords, authenticated and role-based access, separate protection of administrative functions, and private storage for verification documents.

No online service can be completely secure. You are responsible for keeping your Account credentials confidential and for telling us promptly if you believe your Account has been compromised.

Where a data breach is likely to result in serious harm, we will respond in accordance with the Notifiable Data Breaches scheme.

11. How long we keep information

We keep Personal Information only for as long as we need it for the purposes described in this policy, or for as long as we are required to keep it by law.

Booking, payment and tax records are generally retained for at least seven years. Verification records, including the outcome and expiry information, are retained while the badge is displayed and for a reasonable period afterwards so we can show why a badge was granted or removed.

When information is no longer needed and we are not required to keep it, we delete it or de-identify it.

12. Accessing and correcting your information

You can view and update much of your information directly in your Account — your profile, service details, notification preferences and credential documents.

You may also ask us for access to the Personal Information we hold about you, or ask us to correct it. We will respond within a reasonable period and will tell you if we are unable to give access, and why.

You may ask us to close your Account and delete your Personal Information. We will do so except where we are required or permitted by law to retain it — for example transaction records, or information relevant to an unresolved dispute or a safety investigation.

13. Anonymity

You can browse public pages on the Platform without telling us who you are. Because the Platform arranges in-person services between real people, an Account, and for Providers a verified identity, is required to post a Listing, make an Offer or complete a Booking.

14. Cookies and similar technologies

We use cookies and similar technologies to keep you signed in, remember your preferences, keep the Platform secure and understand how it is used.

You can control cookies through your browser settings, though some features may not work correctly if cookies are disabled.

15. Children

The Platform is not intended for people under 18 and Accounts may only be created by adults.

Where Services are provided in a household that includes a child, a Customer should share only the information a Provider reasonably needs to perform the Services safely.

16. Changes to this policy

We may update this Privacy Policy as the Platform, our service providers or the law change. The effective date at the top of this page shows when it was last updated.

Where a change is material we will take reasonable steps to notify you, which may include notice through the Platform or by email.

17. Complaints and contact

If you have a question about this policy, or believe we have mishandled your Personal Information, please contact us through the support or contact functionality on the Platform, or by email at hello@athomeconcierge.com.au.

We will acknowledge your complaint and aim to respond within 30 days. If we cannot resolve it to your satisfaction, you may refer the matter to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.