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HomeRepairs247 Privacy Policy

Privacy Policy

Effective date: 30 April 2026

Personal information handling for Customers and Contractors.

Summary

This summary is included to make the Privacy Policy easier to understand. It does not replace the full policy below.

  • We collect what we need to run the marketplace: account details, job details, Contractor business and verification details, payment records, usage logs, support records and communications preferences.

  • Customer details are revealed gradually: browsing Contractors see suburb and job details first. Phone contact is unlocked only through the contact action. Exact job location/access details are not published to all Contractors.

  • Contractor checks: we may check ABN, licence, registration and insurance information using public registers, government sources or verification providers.

  • AI estimates: we may use job details to generate a non-binding ballpark estimate, and we try not to send unnecessary identifying information to AI providers.

  • Marketing choices: we may send marketing where permitted, but you can opt out of marketing. Service messages may still be sent.

  • Access and correction: you can ask to access or correct your personal information by contacting us.

1. Who we are and scope of this policy

1.1 This Privacy Policy explains how HomeRepairs247 collects, holds, uses and discloses personal information when you use our website, mobile applications, admin portals, support channels, communications and related marketplace services (Platform).

1.2 In this policy, Customer means a person or organisation that posts or manages a Job Request or seeks a Contractor. Contractor means a trade, repair, maintenance, renovation, home services or property services provider that uses the Platform to view jobs, contact Customers, promote a profile or manage work opportunities.

1.3 We are committed to handling personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles where they apply to us, and this Privacy Policy.

1.4 The contracting entity for this Privacy Policy is Proflow AI Pty Ltd (ABN 38 658 195 450), trading as HomeRepairs247.

1.5 You may contact us about privacy at privacy@homerepairs247.com.au.

2. What personal information we collect

The information we collect depends on how you use the Platform.

2.1 Account and contact information

  • name, email, phone number and login/authentication details;

  • role selection, account status, preferences and communication settings;

  • billing contact details, account identifiers and support notes.

2.2 Customer and Job Request information

  • job category, description, timing, suburb, photos, documents and other details you choose to include;

  • job location/access details or access details where needed to manage a Job Request or after a Contractor is accepted;

  • phone number used for calls or texts about a Job Request;

  • pause, close, contact cap and other listing preferences;

  • Customer feedback, reviews, ratings, complaints and support interactions.

Photos and documents may accidentally include people, vehicle registration plates, street numbers, metadata or other personal information. Customers should avoid uploading unnecessary personal or sensitive information.

We do not automatically remove metadata from photos. Customers should remove metadata such as GPS coordinates before uploading photos if they do not want this information shared.

2.3 Contractor profile, business and verification information

  • business name, trading name, ABN, business contact details, service area, trade categories and profile information;

  • licence, registration, permit, qualification or accreditation numbers, classes, expiry dates and status;

  • identity, onboarding and eligibility information we reasonably require to manage trust and safety;

  • insurance details such as insurer, policy number, coverage amount, expiry date and certificate of currency;

  • profile photos, logos, work examples, business descriptions, reviews and rating information;

  • subscription Plan, Contact Credit balance, purchases, invoices and payment processor customer IDs.

2.4 Payment information

Payments are processed by third-party payment processors such as Stripe. We generally receive records such as transaction amount, status, invoice details, subscription status, customer ID, partial card details and expiry information. We do not store full card numbers or card security codes.

2.5 Platform use, device and technical information

  • IP address, device type, operating system, browser, app version, device identifiers and approximate location derived from IP;

  • cookies, analytics events, pages viewed, features used, errors, crash logs and performance logs;

  • push notification tokens and notification delivery information;

  • audit logs, including Call or Text taps, Job Request IDs, timestamps, Contact Credit use, rate-limit events and account changes;

  • location information if you grant device permission or enter detailed location information, a suburb or a service area.

2.6 Communications and support information

We may collect emails, SMS messages, in-app messages, support requests, call notes, complaint details, survey responses and feedback. If we record a phone call, we will notify you where required and handle the recording in accordance with law.

2.7 Referral and marketing information

If you use a referral feature, we may collect referral link activity, reward eligibility, sent-to phone numbers or emails selected by you, and signup or Job Request outcomes needed to operate the referral program and prevent abuse.

2.8 Sensitive information and government identifiers

We do not seek sensitive information unless it is reasonably necessary for a Platform function, you consent, or the law allows or requires it. Contractor licence, identity, insurance or qualification documents may contain information that requires careful handling. We do not ask for tax file numbers, bank passwords or unnecessary health information.

3. How we collect personal information

We collect personal information:

  • directly from you when you create an account, post a Job Request, complete Contractor onboarding, upload documents, buy a Plan or Contact Credits, contact support or communicate with us;

  • automatically when you use the Platform, including through cookies, logs, analytics, audit logs and device information;

  • from Customers and Contractors who interact with you through the Platform, such as reviews, complaints, responses and dispute information;

  • from public sources such as the Australian Business Register, licence registers, business directories, public websites and public business profiles;

  • from verification providers, payment processors, communications providers, advertising platforms, analytics providers, property managers, real estate agencies, referral partners and other service providers;

  • from regulators, licensing bodies, law enforcement, insurers, professional advisers or dispute resolution bodies where relevant.

If you provide personal information about someone else, you must have authority to do so and must take reasonable steps to make them aware of this Privacy Policy.

4. Customer privacy and progressive disclosure

We use progressive disclosure to reduce unnecessary exposure of Customer details.

4.1 Browsing stage

When a Job Request is visible to browsing Contractors, the listing may show the job category, description, suburb, photos, ballpark estimate and contact insights. It does not show the Customer's exact job location/access details or phone number to all browsing Contractors.

4.2 First contact stage

When a verified Contractor uses a Contact Credit and confirms a Call or Text action for a specific Job Request, the Platform may enable the Contractor to contact the Customer by phone or SMS. The phone number is made available only for that contact action and the specific Job Request. The Contractor must use it only for that Job Request.

4.3 Engagement stage

Exact job location/access details are not shown to all Contractors. They may be shared with a Contractor after the Customer chooses to engage further, such as by returning a call, replying to a text, accepting or shortlisting the Contractor in the Platform, booking an inspection, or otherwise providing those details directly.

4.4 Customer controls

Customers may be able to pause, close, reopen or limit a Job Request, including by setting a maximum number of contacts. We may also apply contact rate limits to reduce call flooding.

4.5 Contact insights

We may show Contractors contact insights such as the number of Contractors who have contacted a Job Request, the time since the last contact, or category-level contact activity. These insights are designed not to identify individual Contractors or reveal extra Customer details.

5. How we use personal information

We use personal information to:

  • create, authenticate, manage and secure accounts;

  • operate the marketplace, publish Job Requests, display Contractor profiles, enable Call and Text actions, manage Contact Credits and send notifications;

  • verify Contractor ABNs, licences, registrations, qualifications, insurance and account eligibility;

  • process subscriptions, Contact Credit purchases, invoices, receipts, refunds, failed payments and account entitlements;

  • generate, display and improve automatically generated estimates and matching logic;

  • provide support, handle complaints, manage disputes, investigate safety issues and enforce our Terms;

  • conduct fraud prevention, trust and safety monitoring, rate limiting, abuse detection and audit logging;

  • request, publish, moderate and respond to reviews and ratings;

  • send service messages, security alerts, job notifications, check-in calls, reminders, newsletters and marketing communications where permitted;

  • operate referral programs, promotions, surveys, research, analytics and product improvement;

  • comply with laws, regulator requests, court orders, licensing obligations, taxation, accounting and record-keeping requirements;

  • protect our rights, users, staff, systems, business, legal position and reputation.

6. Automation and automated processes

6.1 The Platform may use automation tools to produce estimates, improve categorisation, summarise job details, assist support, detect abuse or improve user experience.

6.2 Automatically generated estimates are not binding quotes or professional advice. Contractors and Customers should not rely on them as the final price or scope for any job.

6.3 Where practical, we avoid sending unnecessary identifying details such as exact job location/access details, phone number or account identifiers to third-party providers for estimates. However, job descriptions or photos that you upload may contain personal information if you include it.

6.4 Some verification, risk, matching, notification or rate-limit decisions may be assisted by automated systems. If you believe an automated result is wrong, contact support and we will review it where reasonable.

7. When we disclose personal information

We may disclose personal information to:

  • Customers and Contractors: as needed to operate the marketplace and according to the progressive disclosure model described in section 4;

  • service providers: including hosting, database, storage, authentication, payment, SMS, email, push notification, analytics, mapping, customer support, document management, security, AI and verification providers;

  • verification sources: including public registers, the Australian Business Register, licensing bodies and verification providers;

  • payment processors: to process subscriptions, Contact Credit purchases, invoices, refunds and payment disputes;

  • marketing and analytics providers: to measure campaigns, improve the Platform and send permitted communications;

  • professional advisers: including lawyers, accountants, auditors, insurers and consultants;

  • regulators and authorities: where required or permitted by law, including licensing bodies, law enforcement, courts, tribunals and government agencies;

  • business transfer parties: if we sell, merge, finance, restructure or transfer all or part of our business or assets;

  • other parties with consent: where you ask us or consent to disclose information.

Contractors are not buying a Customer database. They receive Customer contact information only for the relevant Job Request and must not resell, share, export or use it for unrelated marketing.

8. Overseas disclosure and service providers

We use third-party service providers to help us operate the Platform. The categories of providers include:

  • Cloud hosting, infrastructure and database providers
  • Payment processors (including Stripe)
  • AI providers used for non-binding ballpark estimates
  • Email and SMS communications providers
  • Push notification providers
  • Analytics and product usage providers
  • Identity, ABN, licence and insurance verification providers
  • App stores (Apple App Store, Google Play)

We share personal information with these providers only to the extent necessary for them to provide their services to us. They are required to handle personal information in accordance with their obligations to us and applicable law.

Some of these providers may store or process personal information outside Australia, including in the United States. We take reasonable steps to ensure that overseas providers handle personal information in a manner consistent with the Australian Privacy Principles.

9. Direct marketing, service messages and referrals

9.1 We may use your personal information to send marketing about HomeRepairs247, related services, offers, referral programs, product updates and educational content where permitted by law.

9.2 You can opt out of marketing emails or SMS messages using the unsubscribe instructions in the message or by contacting us. We will not charge you to opt out.

9.3 Even if you opt out of marketing, we may still send transactional or service messages, such as account notices, job notifications, verification requests, safety alerts, payment receipts, passwordless login messages, support replies and changes to legal terms.

9.4 If you invite someone through a referral feature, you must only send referrals to people you reasonably believe would welcome them and must not use the feature for spam, harassment or unlawful marketing.

10. Cookies, analytics and advertising

10.1 We may use cookies, software development kits, pixels, local storage and similar technologies to operate the Platform, remember preferences, maintain security, measure performance, understand usage, improve features and measure advertising.

10.2 You can change browser settings to refuse some cookies, but some Platform features may not work properly. Mobile operating systems may also provide privacy settings for tracking, notifications, location and advertising IDs.

10.3 We may use aggregated or de-identified information for analytics, reporting, benchmarking, market insights and product improvement. De-identified information is not personal information and is not subject to this Privacy Policy.

11. Security

11.1 We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. Measures may include access controls, authentication, encryption in transit, encryption at rest, logging, monitoring, role-based permissions, backups, supplier controls and staff or contractor access restrictions.

11.2 No internet, app, email, SMS or cloud service is completely secure. Users should keep account access secure, use current devices and browsers, and tell us promptly if they suspect unauthorised access or misuse.

11.3 If a data breach occurs and we are required to notify affected individuals or the Office of the Australian Information Commissioner under the Notifiable Data Breaches scheme, we will do so in accordance with applicable law.

12. Retention

12.1 We keep personal information for as long as reasonably needed for the purposes described in this policy, including to operate accounts, provide the Platform, support users, manage disputes, maintain trust and safety records, comply with legal and accounting obligations, prevent fraud and protect legal rights.

12.2 Retention periods vary by information type. For example, billing and tax records may need to be kept for several years. Safety, verification, dispute and audit records may be kept after account closure where reasonably needed to protect users or respond to claims. Job Request and profile information may be deleted or de-identified when no longer needed.

12.3 When personal information is no longer needed and we are not required or permitted to keep it, we will take reasonable steps to destroy or de-identify it.

13. Access, correction and account choices

13.1 You may request access to personal information we hold about you, or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.

13.2 We may need to verify your identity before responding. We may refuse access or correction where the law allows, but if we do, we will explain why where reasonable.

13.3 You can update some account, profile, notification and marketing preferences in the Platform. You may also request account closure by emailing privacy@homerepairs247.com.au or via the in-app account settings, but we may retain information where required or permitted for legal, safety, accounting, dispute or fraud-prevention reasons.

13.4 If you are a Customer and want a Job Request paused, closed or removed from active visibility, use the Platform controls or contact support.

14. Anonymity and pseudonymity

In some limited situations you may interact with us anonymously or using a pseudonym, such as browsing public website pages. For most Platform functions, including posting Job Requests, contacting Customers, subscribing, verifying Contractors, processing payments, publishing reviews and handling disputes, it is impracticable to provide the service without identifying information.

15. Children

The Platform is intended for users aged 18 and over. We do not knowingly collect personal information from children under 18. If you believe a child has provided personal information to us, contact us at privacy@homerepairs247.com.au and we will take steps to delete it.

16. Privacy complaints

16.1 If you have a privacy question or complaint, contact us at privacy@homerepairs247.com.au. Please include enough detail for us to understand and respond to the issue.

16.2 We will acknowledge and investigate privacy complaints within a reasonable time. We aim to respond within 30 days where practical. Complex matters may take longer, and we will let you know if we need more time.

16.3 If you are not satisfied with our response and the Privacy Act applies, you may be able to contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or by phone on 1300 363 992.

17. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. We will publish the updated version on the Platform and update the effective date. If a change is material, we may give additional notice such as email, SMS or in-app notice.

18. Contact us

Privacy contact details: