Privacy Policy

Effective date: 1 September 2025

This Privacy Policy explains how Renovo Home Services Pty Ltd (ABN: 48 302 917 564), trading as HomeFix Craft ("we", "us", or "our"), handles the personal information we collect through our website homefix.help, over the phone, via email, and during on-site property visits. We are committed to protecting your privacy in accordance with the Australian Privacy Principles (APPs) set out in the Privacy Act 1988 (Cth).

1. Information We Collect

The type of personal information we collect depends on the nature of your interaction with HomeFix Craft. We may gather the following categories of data:

1.1 Contact Form and Quote Requests

When you submit a message through our website contact form or request a renovation quote, we collect your full name, email address, phone number, and the details you provide about your project. This may include the type of service you require (for example, kitchen renovation, bathroom tiling, exterior painting, or deck construction), your suburb or property address, your preferred timeline, and any photographs or documents you choose to upload.

1.2 Phone Calls and Email Correspondence

If you telephone us at +61 3 9812 7640 or email us at [email protected], we may record details of the conversation, including your name, contact details, and the substance of your enquiry. Phone calls may be monitored or recorded for quality assurance and training purposes, and you will be advised of this at the start of the call.

1.3 On-Site Property Visits and Assessments

When our estimators or tradespeople visit your property for an assessment, we collect your property address, details of the existing structures or areas to be renovated, measurements, photographs of the site, and any notes about access requirements, heritage overlays, or council permit considerations. If your project is within a Heritage Overlay zone in the City of Melbourne or neighbouring municipalities, we may note the heritage classification to ensure our quote accounts for any additional compliance work.

1.4 Payment and Billing Information

If you engage us for renovation work, we collect billing details such as your postal address, ABN (where applicable for commercial projects), and payment method. We do not store full credit card numbers on our servers; payment processing is handled by our PCI-DSS compliant third-party payment gateway.

1.5 Website Usage Data

When you browse homefix.help, our servers automatically log technical data such as your IP address, browser type and version, operating system, referring URL, pages visited, and the time and date of your visit. We also use cookies and similar technologies, which are described in detail in our Cookie Policy.

2. How We Use Your Information

We use the personal information we collect for the following purposes:

• Preparing project quotes: Your property details, project scope, and contact information allow us to prepare accurate written estimates for renovation work, including materials, labour, and timeframes.
• Delivering our services: Once you accept a quote, your information is used to schedule trades, order materials from suppliers, coordinate sub-contractors (such as licensed electricians or plumbers), and manage the project from start to completion.
• Communication: We use your email address and phone number to provide project updates, send invoices, arrange inspection times, and respond to questions or concerns during the renovation.
• Improving our website: Aggregated and anonymised website usage data helps us understand which services are most popular, improve page load speeds, and optimise the user experience.
• Legal obligations: We may use or disclose your information where required by law, for example to comply with a building permit application, a court order, or a regulatory investigation.
• Marketing: With your express consent, we may send you occasional emails about seasonal maintenance tips, new service offerings, or special promotions. You can unsubscribe at any time by clicking the link at the bottom of any marketing email or by contacting us directly.

3. Sharing Your Information with Third Parties

We do not sell or rent your personal information to any third party. We may share relevant information with the following categories of recipients, strictly on a need-to-know basis:

• Sub-contractors and tradespeople: Licensed professionals engaged to work on your project (for example, a licensed plumber for a bathroom renovation or a certified electrician for kitchen rewiring) will receive your property address, project scope, and relevant site photographs so they can carry out their work safely and efficiently.
• Materials suppliers: Where materials need to be delivered directly to your property, we share your delivery address and a contact phone number with the supplier.
• Payment processors: Your billing information is transmitted securely to our payment gateway for the purpose of processing deposits, progress payments, and final invoices.
• Analytics providers: We use Google Analytics to understand website traffic patterns. Google processes this data in accordance with its own privacy policy. The data shared is anonymised and does not include your name or contact details.
• Government authorities: We may disclose information to local councils, the Victorian Building Authority, or Energy Safe Victoria where required for building permits, compliance certificates, or electrical safety inspections related to your renovation project.

4. Data Storage and Security

Your personal information is stored on secure servers located in Australia. We implement a range of technical and organisational measures to protect your data from unauthorised access, loss, or misuse, including:

• Encryption of data in transit using TLS 1.2 or higher across all pages of homefix.help.
• Access controls that limit staff access to personal information on a role-based basis. For example, a painter assigned to your project can view your property address but cannot access your billing details.
• Regular software updates and security patches applied to our web server and content management systems.
• Physical security measures at our office premises, including locked filing cabinets for paper-based project files and restricted access to workstations.

Despite our best efforts, no method of electronic transmission or storage is completely secure. If you become aware of any security breach affecting your data, please contact us immediately.

5. Cookies and Tracking Technologies

Our website uses cookies to enhance your browsing experience, remember your preferences, and gather anonymised analytics data. For a detailed explanation of the cookies we use and how to manage them, please refer to our Cookie Policy.

6. Your Rights

Under the Australian Privacy Principles, you have the following rights in relation to your personal information:

• Access: You may request a copy of the personal information we hold about you. We will respond to your request within 30 days.
• Correction: If you believe any information we hold is inaccurate, incomplete, or out of date, you can ask us to correct it. For instance, if you have moved to a new address after receiving an initial quote, let us know and we will update our records.
• Complaints: If you believe we have breached the Australian Privacy Principles, you may lodge a complaint with us using the contact details below. We will investigate and respond within 30 days. If you are not satisfied with our response, you may escalate your complaint to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
• Withdrawal of consent: Where we rely on your consent to process information (such as marketing emails), you may withdraw that consent at any time without affecting the lawfulness of processing carried out before the withdrawal.

7. Retention of Information

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. Specifically:

• Quote and project records are retained for seven years after project completion to satisfy obligations under the Building Act 1993 (Vic) and taxation legislation.
• Contact form submissions that do not progress to a project engagement are deleted after 12 months.
• Website analytics data is retained in anonymised form for up to 26 months.

8. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The updated policy will be posted on this page with a revised effective date. We encourage you to review this page periodically.

9. Contact Us

If you have any questions about this Privacy Policy, wish to exercise your privacy rights, or want to lodge a complaint, please contact us:

• Business name: Renovo Home Services Pty Ltd (trading as HomeFix Craft)
• ABN: 48 302 917 564
• Email: [email protected]
• Phone: +61 3 9812 7640
• Address: Melbourne, Victoria, Australia