Detail Culture Pty Ltd · ABN 11 697 808 843
Email: hello@detailculture.au · Phone: 0413 087 450
Version: 17 October 2026

This policy explains how Detail Culture Pty Ltd (“Detail Culture”, “we”, “us”) handles personal information in connection with our website, enquiries, mobile detailing services, payments and customer communications.

Personal information is information or an opinion about an identified or reasonably identifiable person. We comply with privacy laws that apply to us, including the Privacy Act 1988 (Cth) and its Australian Privacy Principles where applicable. Information about the principles is available from the Office of the Australian Information Commissioner. The commitments in this policy apply to our handling of your information.

1. Information we collect

We collect information reasonably needed to operate our business and provide services, which may include:

• your name, phone number, email address and service address;

• vehicle details, condition information, service preferences, access instructions and booking notes;

• enquiries, correspondence, quotes, booking confirmations and service or complaint records;

• relevant vehicle photos and videos;

• invoice, payment, refund and receipt records;

• marketing and image-use permissions, unsubscribe requests and referral reward records; and

• website technical and usage information described in section 7.

Avoid sending unrelated personal documents, payment-card details or unnecessary information about other people.

You can make a general enquiry without identifying yourself where practical. We need sufficient contact, location, vehicle and payment information to arrange and provide a booked service. If essential information is withheld, we may be unable to provide that service.

2. How we collect information

We usually collect information directly from you through website forms, email, phone, SMS, social media or in person.

We make this policy available when collecting information and provide any additional collection notice required by law. Where a collection or use would not be obvious, we explain its purpose and the relevant handling arrangements at or before collection, or as soon as practicable afterwards.

We also receive relevant information through providers used for our website, communications and payments, including Squarespace, Google Workspace and Square.

If someone arranges or pays for a booking for you, or provides your name for a referral, we may receive information from them. They should have your authority to provide it. We limit its use to the relevant booking or referral and, where reasonable and practicable, let you know what information we received and why.

We do not need another person’s contact details merely so you can recommend our business to them. Please invite them to contact us instead.

3. Why we use information

We use information to:

• respond to enquiries, prepare quotes and organise bookings;

• assess vehicle condition, service suitability, access and safety;

• provide services and communicate about appointments;

• process and reconcile payments, issue receipts and manage refunds;

• follow up overdue accounts and resolve payment disputes;

• assess service concerns, handle complaints and resolve disputes;

• review and improve our service processes, using de-identified information where practical;

• administer referral rewards;

• maintain necessary business, accounting and legal records;

• maintain website security and understand website use; and

• send marketing you have agreed to receive.

We do not sell personal information.

We use information for another purpose only with your consent or where otherwise required or permitted by law.

If you tell us about an allergy or another health-related concern, we will ask only for information needed to assess whether we can safely accommodate it. We will seek your consent before recording necessary sensitive information, unless the law permits or requires otherwise. Please avoid sending medical records.

4. Payments through Square

Deposits and electronic balance payments are processed through Square. Payment information entered into Square is handled under Square’s Buyer Privacy Notice.

We use the customer, invoice, payment-status and transaction information needed to administer your booking and accounts. Cash payments are also recorded for invoicing and receipts.

Do not email or text your full card number, security code or banking password to us.

5. Vehicle photos and videos

We may take photos or videos before, during or after a service to record vehicle condition, check work and assess service concerns. We take reasonable steps to avoid unnecessary images of people, documents, valuables and private belongings.

These service records are separate from marketing. We will seek your permission before using vehicle images for advertising, our website or social media, even if identifying details have been removed. Agreeing to a service does not itself give marketing permission.

For approved marketing images, we will blur or exclude number plates, faces, house numbers and other identifying details unless you separately agree to their inclusion.

You may withdraw marketing permission by contacting us. We will stop future promotional use and take reasonable steps to remove the relevant content from channels we control. We cannot guarantee removal of copies already independently shared by others. Necessary service or dispute records may still be retained.

If you have concerns about condition photographs, tell us before the appointment so we can discuss them.

6. Booking messages and marketing choices

We use your contact details for necessary service communications, including quotes, appointment updates, payment links, receipts and responses to concerns.

Promotional emails or SMS, including referral offers and promotional follow-ups, are separate. We send these only with your consent. Enquiring, booking or paying a deposit does not by itself sign you up for marketing.

You can unsubscribe using the facility in a marketing message, by replying “unsubscribe” where replies are supported, or by emailing hello@detailculture.au. We will action marketing unsubscribe requests within five working days, without charge.

Unsubscribing does not prevent necessary communications about an existing enquiry, booking, payment or complaint.

We keep the information needed to record consent and honour unsubscribe requests. We do not disclose another customer’s address, package, price or other booking details to a referrer merely to administer a reward.

7. Website cookies and usage information

Our Squarespace website uses technologies needed to deliver and secure the site. Website services may also collect IP addresses, browser and device information, pages visited, referral links and approximate location.

Cookies and similar technologies may be used for site functionality and visitor statistics. Browser controls can restrict or delete cookies, although some site features may be affected.

Squarespace explains its handling of information in its Privacy Policy. Please contact us if you want information about the website tools currently in use.

8. Who receives information

Access is limited to people who reasonably need information to operate Detail Culture and carry out the purposes described above.

We may share relevant information with:

• Squarespace for the website and enquiries;

• Google Workspace for email and business administration;

• Square for invoicing, payments and refunds;

• other service providers engaged for necessary technical or business support;

• professional advisers assisting with accounting, legal matters or a particular dispute; and

• authorities or other recipients where disclosure is required or authorised by law, or necessary to exercise or defend legal rights.

For marketing images you approve, publication through social media or a website makes the approved content available to that platform and its audience.

We limit disclosures to what is reasonably necessary. An external provider’s privacy policy does not remove any responsibility we have for our own handling of information.

Our website and messages may link to independent third-party websites or platforms. Those organisations control the information you provide directly to them under their own privacy policies. Please review their policies before providing information; we remain responsible for our own collection, use and disclosure of your information.

9. Overseas handling

Our website, email and payment providers operate internationally. Information may be stored, processed or accessed outside Australia.

For example, Square identifies overseas processing locations including the United States, Canada, Japan, Ireland, France, Spain and the United Kingdom. Squarespace and Google also use international operations and infrastructure. Locations depend on the provider, service and account configuration and may change.

We take reasonable steps appropriate to our arrangements and legal obligations to protect information handled through providers. Contact us if you would like further information about relevant providers and overseas handling.

10. Storage, security and retention

Information is held in the business systems and devices used for enquiries, communications, bookings, payments and service records.

We take reasonable steps to protect it against misuse, loss and unauthorised access or disclosure, including limiting access to authorised people and using appropriate account and device security. No electronic system can be guaranteed completely secure.

We keep information only for as long as reasonably needed for its purpose, including applicable accounting and legal record-keeping obligations and resolving an actual or reasonably anticipated dispute.

As a company, we must retain financial records, including invoices and receipts, for at least seven years under company record-keeping requirements. Other information, such as enquiries and vehicle photos, is retained according to its purpose and any applicable legal requirement, rather than automatically for seven years.

When information is no longer needed, we take reasonable steps to delete it or permanently de-identify it, subject to lawful retention requirements and normal backup processes.

If a data incident occurs, we will assess it, take appropriate containment and response steps, and notify affected people or authorities where the law requires.

11. Access, correction and privacy concerns

Contact hello@detailculture.au to request access to your information, correct inaccurate details, ask about deletion, withdraw marketing permission or make a privacy complaint.

We may need to verify your identity before releasing or changing information. We will request only what is reasonably needed for verification.

We will respond within a reasonable time and aim to resolve requests and complaints within 30 days. If more time is needed, we will explain why and keep you informed. If we cannot grant a request, we will explain the reason, subject to any legal restriction.

There is no charge to make an access request or complaint, or to request or make a correction. If a reasonable charge for providing access is necessary and permitted by law, we will explain the proposed charge in advance and obtain your agreement before incurring it. We will not charge for considering whether to grant access.

Deletion may not be possible where information must be retained for legal obligations, an unresolved matter or maintaining an unsubscribe record.

If you remain dissatisfied, you may seek guidance from the Office of the Australian Information Commissioner about any further complaint options within its jurisdiction.

12. Policy changes

We will update this policy when our information-handling practices change and show the revised version date. Where a material change requires notice or fresh consent, we will provide that notice or obtain consent before the relevant new use.

You may request a copy of this policy by email.