Privacy Policy

1. Introduction and Scope

Reliable Tradies Pty Ltd (“Reliable Tradies”, “we”, “us”, “our”) is committed to protecting the privacy of individuals who interact with our services, website, and applications. This Privacy Policy explains how we collect, use, disclose, store, and protect your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), and in compliance with Meta Platform Terms and Developer Policies.

This policy applies to:

• customers and prospective customers of Reliable Tradies;
• individuals who submit enquiries or leads via our website or social media platforms (including Facebook Lead Ads);
• technicians, contractors, and staff;
• any other individuals whose personal information we handle.

By using our services or submitting your information, you consent to the practices described in this Privacy Policy.

2. Information We Collect

2.1 Information You Provide Directly

We collect personal information that you voluntarily provide to us, including:

• Full name
• Phone number
• Email address
• Residential or service address and suburb
• Details of the trade service requested (e.g., plumbing, electrical, HVAC)
• Payment and billing information (including credit card details processed via our secure payment providers)
• Communications and correspondence with us

2.2 Information Collected Automatically

When you interact with our website or digital advertisements, we may automatically collect:

• IP address and device identifiers
• Browser type and operating system
• Pages visited, click behaviour, and referring URLs
• Cookie data and similar tracking technologies

2.3 Information Collected via Meta Platforms (Facebook/Instagram)

We use Facebook Lead Ads and other Meta advertising products to generate leads. When you submit a lead form via Facebook or Instagram, Meta collects your information on our behalf and transfers it to us. Information collected via Meta Lead Ads may include your name, email address, phone number, and any additional questions we include in our lead forms. We only use this information for the purpose disclosed at the time of collection — to contact you about trade services.

We process this data strictly in accordance with Meta’s Platform Terms, Developer Policies, and applicable Australian privacy law. We do not sell, share, or use Meta-sourced data for any purpose other than responding to your enquiry.

2.4 Sensitive Information

We do not intentionally collect sensitive information (such as health information, racial or ethnic origin, or financial account details beyond what is necessary for payment processing). If sensitive information is provided incidentally, it will be handled with the additional protections required by the APPs.

3. How We Use Your Information

We collect and use your personal information for the following purposes:

• To respond to your enquiries and provide trade services quotes;
• To schedule, coordinate, and deliver trade services at your property;
• To process payments for services rendered;
• To communicate with you about your job, including updates, confirmations, and follow-ups;
• To improve our services, website, and advertising;
• To send you promotional communications where you have consented or where permitted by law;
• To comply with our legal obligations and resolve disputes;
• To manage our business operations, including staff and technician coordination.

We will not use your personal information for any purpose that is incompatible with the purpose for which it was collected, unless you have consented or we are required to do so by law.

4. Facebook Lead Ads and Meta Data Use

Reliable Tradies uses the Meta Ads Platform, including Facebook Lead Ads, to reach potential customers. By submitting a lead form on Facebook or Instagram, you acknowledge that:

• Your information is collected by Meta on our behalf and transferred to us for the sole purpose of contacting you about the service you enquired about;
• We access and process this data solely to fulfil the purpose disclosed in the lead form;
• We do not use Meta Platform Data to discriminate against individuals, make eligibility determinations unrelated to service delivery, conduct surveillance, or for any purpose prohibited by Meta’s Platform Terms;
• We do not sell or licence Meta Platform Data to any third party;
• We maintain appropriate technical and organisational security measures to protect Meta Platform Data;
• You may request deletion of your data at any time (see Section 9).

Our use of Meta Platform Data complies with Meta’s Platform Terms (last updated February 3, 2026), Meta’s Developer Policies, and the Australian Privacy Act 1988 (Cth).

5. Disclosure of Your Information

5.1 Service Providers

We may share your personal information with trusted third-party service providers who assist us in operating our business, including:

• Customer relationship management (CRM) systems (e.g., ServiceTitan);
• Payment processors and financial institutions;
• Marketing and advertising platforms (e.g., Meta, Google);
• Communication platforms (e.g., Podium, Slack);
• IT and cloud service providers.

These service providers are contractually bound to use your information only for the purpose of providing services to us, and to maintain confidentiality and security standards consistent with this Policy and applicable law. They are not permitted to use your data for their own independent purposes.

5.2 Legal Obligations

We may disclose personal information if required to do so by law, court order, or government regulation, or to protect the rights, property, or safety of Reliable Tradies, our customers, or the public.

5.3 Business Transfers

In the event of a merger, acquisition, or sale of all or substantially all of our assets, personal information may be transferred as part of that transaction, subject to equivalent privacy protections.

5.4 No Unauthorised Disclosure

We will not sell, trade, or rent your personal information to unrelated third parties without your explicit consent.

6. Data Storage and Security

We store personal information on secure servers located in Australia and, where necessary, in data centres operated by our cloud service providers (which may be located overseas, including the United States). We implement industry-standard administrative, physical, and technical safeguards to protect your information against unauthorised access, loss, alteration, or disclosure. These measures include:

• Encryption of data in transit (TLS/SSL) and at rest;
• Access controls and authentication requirements;
• Regular security reviews and staff training;
• Incident response procedures.

No method of transmission over the internet is completely secure. While we take all reasonable precautions, we cannot guarantee absolute security. If you believe your information has been compromised, please contact us immediately.

In the event of a data breach that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required under the Notifiable Data Breaches (NDB) scheme.

7. Cookies and Tracking Technologies

Our website uses cookies and similar technologies (such as pixels and web beacons) to enhance your browsing experience, analyse site usage, and deliver targeted advertising. Types of cookies we use include:

• Essential cookies: necessary for the website to function correctly;
• Analytics cookies: to understand how visitors interact with our website (e.g., Google Analytics);
• Advertising cookies: to deliver relevant advertisements and measure ad effectiveness (e.g., Meta Pixel, Google Ads).

You can control cookie settings through your browser preferences. Disabling certain cookies may affect website functionality. For more information about how Meta uses data from cookies and pixels, please refer to Meta’s Privacy Policy at https://www.facebook.com/about/privacy.

8. Data Retention

We retain personal information only for as long as necessary to fulfil the purposes for which it was collected, to comply with legal obligations, resolve disputes, and enforce our agreements. In general:

• Customer and job records: 7 years following the last transaction (for tax and legal compliance);
• Marketing enquiry data (including Meta Lead Ads data): deleted or anonymised within 24 months of the last interaction, or sooner if you request deletion;
• Website analytics data: retained in accordance with the relevant platform’s standard retention period (typically 26 months);
• Financial and payment records: as required by the Australian Taxation Office (ATO) and relevant legislation.

When data is no longer required, it is securely deleted or de-identified.

9. Your Rights and Choices

You have the right to:

• Access: request access to the personal information we hold about you;
• Correction: request correction of inaccurate, incomplete, or out-of-date information;
• Deletion: request deletion of your personal information (subject to our legal obligations);
• Opt-out: unsubscribe from marketing communications at any time via the unsubscribe link in any email or by contacting us directly;
• Complain: lodge a complaint with us or with the OAIC if you believe we have mishandled your information.

To exercise any of these rights, please contact us using the details in Section 12. We will respond to requests within 30 days. We may need to verify your identity before processing a request.

Where we have collected your data via Meta Lead Ads, you may also request deletion directly through your Facebook account privacy settings or by contacting us.

10. International Data Transfers

Some of our service providers and platforms (including Meta Platforms, Inc., Google LLC, and certain cloud infrastructure providers) are based overseas, primarily in the United States. When we transfer personal information internationally, we take reasonable steps to ensure it receives equivalent protection to that provided under Australian law, including through contractual arrangements that require overseas recipients to comply with the APPs.

By providing your personal information to us, you acknowledge that it may be transferred to, stored in, and processed in countries outside Australia, including the United States.

11. Children’s Privacy

Our services are not directed at individuals under the age of 18. We do not knowingly collect personal information from children. If you believe we have inadvertently collected information from a minor, please contact us and we will delete it promptly.

12. Contact Us

If you have any questions, concerns, or complaints about this Privacy Policy or our handling of your personal information, please contact our Privacy Officer:

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC):

13. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or Meta Platform Terms. The updated policy will be posted on our website with the revised date. We encourage you to review this policy periodically. Continued use of our services following a material update constitutes acceptance of the revised policy.

14. Google Ads API Data

Reliable Tradies uses the Google Ads API to access and manage Google Ads data for our own advertising accounts. When you connect a Google Ads account to our internal tools, we may access the following data from Google:

• Campaign, ad group, ad, and keyword configuration and settings;
• Advertising performance metrics (impressions, clicks, cost, conversions);
• Conversion and attribution data.

How we use this data: We use Google Ads data solely to manage our own advertising, generate internal performance reporting, and import offline conversion data (such as booked service jobs and job value) to improve bidding and campaign performance.

How we store and share this data: Google Ads data is stored in our internal business systems and is used only by Reliable Tradies personnel. We do not sell, rent, or share your Google Ads data with third parties, except as required to operate the Google Ads platform itself.

Data retention and security: Google Ads data is retained only for as long as needed for reporting and campaign management, and is protected using industry-standard security measures.

For more information about how Google handles your data, see Google’s Privacy Policy and the Google Ads Data Processing Terms.