Privacy Policy

1. Overview

Leaky Roof (ABN: 99 619 565 614) is committed to protecting your privacy and handling your personal information responsibly. This Privacy Policy explains how we collect, use, disclose, and store your personal information in connection with our roofing services and website (leakyroof.com.au).

2. Australian Privacy Principles

We are bound by the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth). This policy describes how we comply with our obligations under the APPs. If you would like more information about the APPs, you can visit the Office of the Australian Information Commissioner (OAIC) website at oaic.gov.au.

3. Information We Collect

We may collect the following types of personal information:

Personal details

• Name (first and last)
• Phone number
• Email address
• Residential or property address

Property information

• Property address, suburb, and postcode
• Roof type (tile, metal, mixed, unknown)
• Roof condition details and defects identified during inspections
• Photographs of your roof, gutters, and related structures

Payment information

• Credit and debit card details are collected and processed securely by our payment processor, Stripe. We do not store your full card details on our servers.
• Booking reference numbers and transaction records

Usage data

• IP address and browser type
• Pages visited and time spent on our website
• Referring website or search terms
• Device type and operating system

4. How We Collect Information

We collect personal information through:

• Online booking forms: When you book an inspection or request an estimate through our website at leakyroof.com.au/book.
• Contact forms: When you submit an enquiry through our contact page at leakyroof.com.au/contact.
• Phone calls: When you call us at (02) 5133 5608 to discuss services or make a booking.
• Email correspondence: When you email us at info@leakyroof.com.au.
• On-site inspections: When our inspectors visit your property to assess your roof, including photographs taken during the inspection.
• Website analytics: Automatically through cookies and similar technologies when you browse our website.

5. Why We Collect Information

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

• Service delivery: To schedule and perform roof inspections, repairs, restoration, replacements, conversions, and gutter work.
• Communication: To contact you about your bookings, send inspection reports, provide quotes, and follow up on completed work.
• Payment processing: To process payments for inspection fees and project invoices securely through Stripe.
• Record keeping: To maintain records of inspections, quotes, and completed work for warranty and reference purposes.
• Improving our services: To understand how our website is used and improve the customer experience.
• Legal obligations: To comply with Australian tax laws, building regulations, and other legal requirements.

6. Third-Party Sharing

We do not sell, rent, or trade your personal information to any third parties. We may share your information with the following trusted service providers who assist us in operating our business:

• Stripe: Our payment processor, used to securely handle credit and debit card transactions. Stripe's privacy policy is available at stripe.com/privacy.
• HubSpot: Our customer relationship management (CRM) platform, used to manage bookings, enquiries, and customer communications. HubSpot's privacy policy is available at legal.hubspot.com/privacy-policy.
• Vercel: Our website hosting provider.

We may also disclose your information if required by law, regulation, legal process, or government request, or to protect the rights, property, or safety of Leaky Roof, our customers, or the public.

7. Data Security

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure. Our security measures include:

• HTTPS encryption on all website pages
• Secure payment processing through Stripe (PCI DSS compliant) - we never store your full card details
• Access controls to limit who can view customer data
• Regular review of our data handling practices

However, no method of transmission over the Internet or electronic storage is 100% secure. While we strive to protect your information, we cannot guarantee absolute security.

8. Cookies and Analytics

Our website may use cookies and similar tracking technologies to improve your browsing experience and help us understand how visitors use our site. Cookies are small text files stored on your device.

We may use cookies for:

• Remembering your preferences and form inputs
• Understanding website traffic and usage patterns through analytics tools
• Improving website performance and functionality

You can control cookie settings through your browser preferences. Disabling cookies may affect some website functionality.

9. Your Rights

Under the Australian Privacy Principles, you have the right to:

• Access: Request access to the personal information we hold about you. We will respond to your request within a reasonable timeframe.
• Correction: Request that we correct any inaccurate, incomplete, or out-of-date personal information we hold about you.
• Deletion: Request that we delete your personal information, subject to any legal obligations we have to retain certain records (such as tax and warranty records).
• Complaint: Lodge a complaint if you believe your privacy has been breached. We will investigate and respond to all complaints.

To exercise any of these rights, please contact us using the details in Section 13 below.

10. Data Retention

We retain your personal information only for as long as necessary to fulfil the purposes for which it was collected, or as required by law. Inspection reports and related documentation may be retained for up to 7 years for warranty, legal, and record-keeping purposes. Payment records are retained as required by Australian tax law. You may request deletion of your information at any time, subject to our legal obligations.

11. Children's Privacy

Our services are directed at property owners and managers aged 18 and over. We do not knowingly collect personal information from children under 18. If we become aware that we have collected information from a child under 18, we will take steps to delete that information promptly.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Continued use of our website or services after changes are posted constitutes your acceptance of the updated policy.

13. Contact Us About Privacy

If you have any questions about this Privacy Policy, wish to access or correct your personal information, or want to make a privacy complaint, please contact us:

• Business: Leaky Roof
• ABN: 99 619 565 614
• Address: Kambah, ACT 2902, Australia
• Phone: (02) 5133 5608
• Email: info@leakyroof.com.au
• Hours: Monday - Sunday, 9am - 5pm

If you are not satisfied with our response to a privacy complaint, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.