Privacy policy

1. Introduction

1.1 Nestwel operates a marketplace platform (“Platform”) that connects households/users (“Customers”) with independent home service providers (“Service Providers”). This Privacy policy (“Policy”) explains how we collect, use, disclose, and protect personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (“APPs”).

1.2 By using the Platform, you consent to the collection, use, and disclosure of your personal information as described in this Policy.

1.3 This Policy is to be read together with the Terms and conditions (“Terms”).

2. Information we collect

2.1 We may collect personal information necessary to facilitate bookings, provide a secure and functional Platform and ensure compliance with our policies.

2.2 Information provided by you:

(a) Registration information: When you create an account, we may collect your name, email address, phone number and address.(b) Booking information: Details of services requested or provided, including date, time, location and any additional information relevant to the booking.(c) Payment information: To facilitate transactions, we may collect payment information, including credit card details or other payment method details, processed by our third-party payment provider, Stripe.

2.3 Information we collect automatically:

(a) Usage Data: When you use the Platform, we collect information about your interactions with the Platform, such as IP address, browser type, device information, pages viewed, and access times. (b) Cookies and tracking technologies: We use cookies and similar technologies to improve your experience and gather analytics about Platform usage. You can control cookie settings through your browser.

2.4 If applicable, we may also collect background checks, verification details, or performance data relevant to Service Providers.

3. How we use your information

3.1 We use personal information to provide, manage, and improve the Platform, as well as for the following purposes:

(a) Verify identify: to verify your identity. (b) Account management: To create and manage your account, process transactions and facilitate bookings. (c) Customer and service support: To provide customer support, address issues, respond to inquiries and enhance user satisfaction. (d) Communication: To send transactional communications (such as booking confirmations and notifications), to respond to communications from you (including any complaints), updates, promotional offers, and policy changes. You may opt-out of marketing communications at any time. (e) Analytics and improvements: To analyse Platform usage, monitor performance and make improvements. (f) Legal compliance and protection: To comply with legal requirements, protect our rights, detect and prevent fraud and enforce our Terms.

4. How we share your information

4.1 We may disclose your personal information in the following circumstances:

(a) With Service Providers and Customers: To facilitate bookings and transactions, limited information may be shared between Customers and Service Providers. (b) Third-party Service Providers: We may use third-party providers for payment processing, data storage, analytics, and other services. These providers only access personal information necessary to perform their functions and are bound by privacy obligations. (c) Compliance and legal obligations: We may disclose personal information when required by law or to comply with a legal process, enforce our Terms, or protect the rights and safety of our users and the public. (d) Business transfers: If we undergo a merger, acquisition, or asset sale, personal information may be transferred to the new entity.

5. Data security

5.1 We implement reasonable technical and organisational measures to protect personal information from unauthorized access, misuse, loss, or disclosure. Despite our best efforts, no system is entirely secure. You are responsible for safeguarding your account credentials and notifying us immediately of any suspected security breach.

6. Data retention

6.1 We retain personal information only as long as necessary to fulfill the purposes for which it was collected, or as required by law. When personal information is no longer needed, we securely destroy or de-identify it.

7. International data transfers

7.1 Your personal information may be transferred and processed in countries outside of Australia where our third-party service providers operate. We take reasonable steps to ensure that any overseas data handling complies with the Privacy Act 1988 and the APPs.

8. Message service

8.1 To allow communication between the Customer and Service Provider a message service is used for point of contact. Nestwel is not responsible for any type of contact and/or negotiations between the Customer and Service Provider. This message will let the recipient know who sent the message; return contact can then be made by the receiver to provide further details. There is to be absolutely no advertisements of products or outside services to our Customers or anywhere else on the site for that matter. If you wish to advertise on the Platform please contact us, we welcome your enquiry.

9. Accessing and correcting your information

9.1 Subject to certain legal grounds for refusal, you have the right to access your readily retrievable personal information that we hold and to request a correction to your personal information. Before you exercise this right, we will need evidence to confirm that you are the individual to whom the personal information relates.

9.2 In respect of a request for correction, if we think the correction is reasonable and we are reasonably able to change the personal information, we will make the correction. If we do not make the correction, we will take reasonable steps to note on the personal information that you requested the correction.

9.3 If you want to exercise either of the above rights, email us at admin@nestwel.com.au. Your email should provide evidence of who you are and set out the details of your request (for example, the personal information or the correction, that you are requesting).

9.4 We may charge you our reasonable costs of providing to you copies of your personal information or correcting that information.

10. Marketing and opting out

10.1 We may use your personal information to send you promotional materials. You can opt out of receiving marketing communications at any time by following the unsubscribe instructions in our emails or contacting us directly.

11. Children’s privacy

11.1 The Platform is not intended for individuals under the age of 18. We do not knowingly collect personal information from children. If we become aware that personal information of an individual under 18 has been collected, we will take steps to delete it.

12. Cookies

12.1 We use cookies (an alphanumeric identifier that we transfer to your computer's hard drive so that we can recognise your browser) to monitor your use of the website. You may disable cookies by changing the settings on your browser, although this may mean that you cannot use all of the features of the website.

13. Your consent

13.1 By using the Platform, you consent to the Terms and Policy in the collection and use of this information by Nestwel. If we decide to change the Policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it, and under what circumstances we disclose it.

13.2 We encourage you to periodically review this page for the latest information on privacy practices at Nestwel.

14. Changes to this Policy

14.1 We may update this Policy periodically to reflect changes in our practices or legal requirements. Any significant changes will be posted on the Platform, and we encourage you to review this page regularly. Your continued use of the Platform constitutes acceptance of any changes.

15. Contact information

15.1 If you have questions, concerns, or requests regarding your privacy or this Policy, please contact us by email on admin@nestwel.com.au.