Last Updated: June 2025

Ibex Services we, is committed to protecting your privacy and ensuring that your personal information is handled responsibly. This Privacy Policy outlines how we collect, use, disclose, and safeguard your information when you visit our website (https://ibexservices.com.au/) or engage our removal, cleaning, and gardening services in Canberra, ACT, and beyond.

1. Scope & Purpose

This Privacy Policy applies to all personal information collected by Ibex Services:

Through our website, online forms, and mobile interfaces
When you call or email us directly
During in-person interactions at your home, office, or other premises
Via our marketing campaigns (e.g., email newsletters, social media)

By using our website or obtaining our services, you consent to the collection and use of your information as described below.

2. What Information We Collect

2.1 Personal Information You Provide Directly

When you request a quote, book a service, subscribe to our newsletter, or interact with us in any way, we may collect:

Contact Details:
- Full name
- Postal address (e.g., “32 Somerville St, Spence ACT 2615, Australia”)
- Email address
- Phone number (e.g., +61 426 186 179)
Service-Specific Details:
- Type of service requested (e.g., residential removal, commercial cleaning, gardening)
- Preferred service date, time, and location
- Details about your property (size, special requirements)
Payment Information:
- Credit/debit card number (via our secure payment gateway)
- Billing address
- Other invoicing details

2.2 Automatically Collected & Technical Information

When you visit our website, we (and our third-party partners) may automatically collect:

Device & Browser Data:
- IP address
- Browser type and version
- Operating system
- Screen resolution
Usage Data:
- Pages visited and time spent on each page
- Click paths, referring URLs, and exit URLs
- Date and time stamps
Cookies & Tracking Technologies:
- First-party cookies (used for preferences, login sessions)
- Third-party cookies (used for analytics, advertising)
- Web beacons, pixels, and similar technologies

2.3 Third-Party Sources

We may also collect personal information from third-party sources, such as:

Social Media Platforms: If you interact with our Facebook, Instagram, or other social channels
Public Directories: Listings that confirm your business or residential address
Referral Partners: Real estate agents or businesses that refer clients to us

3. How We Use Your Information

We use your personal information for the following purposes:

Service Delivery & Operations
- Schedule, coordinate, and fulfill removal, cleaning, and gardening services
- Communicate service updates, quotes, invoices, and confirmations
- Respond to your inquiries, feedback, and complaints
Customer Relationship Management
- Maintain your customer profile and service history
- Send appointment reminders, satisfaction surveys, and follow-up communications
- Provide personalized service recommendations (e.g., seasonal gardening tips)
Marketing & Promotions
- Send promotional emails, newsletters, and special offers (only if you opt in)
- Display targeted advertisements on third-party platforms (e.g., Google Ads, Facebook)
- Invite you to participate in loyalty programs or referral initiatives
Website Analytics & Improvement
- Analyze website traffic and user behavior to improve functionality, content, and user experience
- Conduct A/B testing, heatmapping, and performance monitoring
- Generate aggregated, anonymized usage statistics for benchmarking
Legal Compliance & Protection
- Comply with applicable laws, regulations, and Australian Privacy Principles (APPs)
- Protect our rights, safety, and property, as well as those of you and other users
- Cooperate with law enforcement, regulators, or government authorities when required

4. Sharing & Disclosure of Information

We respect the confidentiality of your personal information. We do not sell or rent your data. However, we may share it in the following circumstances:

4.1 Service Providers & Business Partners

We engage trusted third parties to assist with:

Payment Processing: Secure credit/debit card processing (e.g., Stripe, PayPal)
Logistics & Transportation: Subcontractors, drivers, and storage providers (e.g., secure storage facilities)
Cleaning & Gardening Supplies: Vendors of professional-grade cleaning chemicals, gardening equipment
IT & Hosting Providers: Cloud hosting, website maintenance, email marketing platforms (e.g., Mailchimp, Google Analytics)

All third parties are bound by contractual obligations to keep your information confidential and to use it only to perform services on our behalf.

4.2 Legal & Safety Reasons

We may disclose your information if required by:

Law Enforcement: Court orders, subpoenas, or other legal processes
Regulatory Authorities: Australian Competition & Consumer Commission (ACCC), Office of the Australian Information Commissioner (OAIC)
Emergency Situations: Protect the vital interests of any individual (e.g., imminent threat to life or safety)

4.3 Corporate Transactions

If Ibex Services is involved in a merger, acquisition, joint venture, or sale of assets, your information may be transferred to the acquiring entity. We will notify you before any transfer and any changes to this Privacy Policy.

5. Cookies & Tracking Technologies

5.1 What Are Cookies?

Cookies are small text files that are stored on your device (computer, tablet, or smartphone) when you visit a website. They help us recognize your device, remember your preferences, and provide you with a streamlined experience.

5.2 Types of Cookies We Use

Essential Cookies (First-Party)
- Enable core website functionality (e.g., secure login, form submission)
- Cannot be disabled without affecting site performance
Performance & Analytics Cookies (First-Party & Third-Party)
- Help us understand how visitors interact with our site
- Collect anonymous data on page views, time on site, and bounce rates
- Examples: Google Analytics (_ga, _gid), Hotjar
Marketing & Advertising Cookies (Third-Party)
- Track your activity across different websites to deliver targeted ads
- Examples: Facebook Pixel, Google Ads Remarketing Tag

5.3 Managing & Disabling Cookies

Most browsers allow you to manage or block cookies through browser settings. Disabling non-essential cookies may limit certain features or functionality of our website:

Google Chrome: Settings → Privacy and security → Cookies and other site data
Mozilla Firefox: Preferences → Privacy & Security → Cookies and Site Data
Safari (Mac): Preferences → Privacy → Manage Website Data

To learn more about cookie controls, visit www.aboutcookies.org.

6. Data Security & Retention

6.1 How We Protect Your Information

We implement a variety of technical, organizational, and administrative security measures, including:

Encryption: Secure Sockets Layer (SSL/TLS) encryption for data transmitted between your browser and our servers
Access Controls: Restricting access to personal information to authorized personnel only
Secure Storage: Storing sensitive data in encrypted databases and secure servers
Staff Training: Regular privacy and security training for employees and contractors

6.2 Data Retention

We retain your personal information only as long as necessary to fulfill the purposes outlined in this Privacy Policy, or as required by law (e.g., taxation records):

Customer Records: Up to 7 years to comply with Australian Taxation Office (ATO) requirements
Marketing Opt-Ins: Until you unsubscribe or request deletion
Legal & Compliance: As needed to comply with laws, resolve disputes, and enforce agreements

7. Your Privacy Rights

Under the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), you have the right to:

Access
Request access to the personal information we hold about you. We will provide a copy within a reasonable timeframe (typically 30 days).
Correction
Ask us to correct or update any inaccuracies in your personal information. We may require you to verify changes before updating records.
Deletion (“Right to be Forgotten”)
Request deletion of your personal information, except where retention is required by law or necessary to provide our services (e.g., ongoing contracts, warranty claims).
Object to Processing
Object to our use of your data for direct marketing or “profiling” activities. We will cease such processing unless required by law or for legitimate business interests.
Withdraw Consent
If you previously provided consent (e.g., subscribing to email updates), you may withdraw it at any time by contacting privacy@ibexservices.com.au or clicking “unsubscribe” in our emails.
Lodge a Complaint
If you believe we have breached our privacy obligations, please contact us in writing at privacy@ibexservices.com.au or at the address below. If unsatisfied, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

8. Children’s Privacy

Ibex Services’ offerings are intended for adults (18+) and do not target or collect information from children under 16. If we learn that a person under 16 has provided personal information, we will promptly delete it. If you believe we may have obtained information from a child in error, please contact us immediately.

9. Third-Party Links & Sharing

Our website may contain:

Outbound Links to third-party sites (e.g., social media, partner sites). We do not control their privacy practices; please review their respective policies.
Plugins/Widgets (e.g., Facebook “Like” buttons). These may collect data about your browsing behavior. If you wish to opt out, disable or log out of your social media accounts before visiting our site.

10. International Transfers

Ibex Services is headquartered in Australia and processes data locally. In limited cases, we may use third-party service providers (e.g., cloud hosting, analytics) whose servers may be located overseas. Whenever we transfer personal information outside Australia, we ensure:

Standard Contractual Clauses or similar safeguards are in place
The recipient adheres to privacy standards substantially similar to the APPs

11. Updates & Changes to This Policy

We may update this Privacy Policy to reflect changes in our practices, legal requirements, or technology. When we make material changes:

We will post the revised policy on our website with the “Last Updated” date.
For significant changes affecting how we use personal data, we may send a notification to the email address you provided or display a prominent notice on our homepage.

We encourage you to review this policy periodically.

12. Contact Us

If you have questions, concerns, or requests related to your privacy or this policy, please contact:

Ibex Services Pty Ltd
Privacy Officer
32 Somerville St, Spence ACT 2615, Australia
Phone: +61 426 186 179
Email: privacy@ibexservices.com.au

We take your privacy seriously and will endeavor to respond to your inquiry within 14 business days.