Last Updated: March 2026

House Movers (“we,” “us,” “our,” or “Company”) is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and otherwise handle your personal information in connection with our website (https://housemovers.au/) and our moving and relocation services.

1. INFORMATION WE COLLECT

1.1 Information You Provide Directly

Contact Information

  • Name, phone number, email address, business name
  • Collected when you request quotes, book services, or contact us

Location Information

  • Current address (pickup location)
  • New address (delivery/relocation location)
  • Service area information
  • Collected when you request moving services

Service Details

  • Type of move (house, office, furniture, etc.)
  • Items to be moved, special items requiring care
  • Move dates and preferences
  • Service options (packing, storage, assembly)
  • Collected in quote requests and service bookings

Payment Information

  • Credit card, bank account, or payment method details
  • Invoice and billing information
  • Collected when arranging payment for services
  • Note: We do not store payment card information. Payment processing is handled by secure third-party providers (PCI compliant).

Communication Data

  • Emails, messages, phone call records with our team
  • Feedback, reviews, testimonials, complaints
  • Collected during service interactions

1.2 Information Collected Automatically

Website Usage Data

  • IP address, browser type, pages visited, time spent on site
  • Referral source, clickstream data
  • Device information (type, operating system, screen resolution)
  • Collected via cookies, analytics tools, server logs

Location Data

  • Approximate location based on IP address
  • Service area inquiries
  • Used to optimize service delivery and local marketing

Cookies & Similar Technologies

  • Session cookies (for site functionality)
  • Persistent cookies (for preferences, login)
  • Analytics cookies (Google Analytics, Hotjar)
  • Marketing cookies (for retargeting)
  • See Section 7 for more details

2. HOW WE USE YOUR INFORMATION

We use your personal information for the following purposes:

2.1 Providing Services

  • Processing quote requests and service bookings
  • Planning your move, coordinating dates and timing
  • Communicating about your service (confirmation, updates, timing)
  • Completing the moving service and delivery
  • Billing and invoicing

2.2 Customer Service & Support

  • Responding to inquiries and requests
  • Troubleshooting issues or problems
  • Following up after service completion
  • Handling complaints and disputes
  • Requesting feedback and reviews

2.3 Marketing & Communications

  • Sending promotional emails, special offers, service updates
  • Newsletter subscriptions (with your consent)
  • Targeted marketing based on service history
  • Service recommendations based on your needs
  • Note: You can opt-out of marketing emails anytime (see Section 5)

2.4 Business Operations

  • Analytics to understand website usage and customer behavior
  • Improving our services, website, and user experience
  • Training staff on customer service
  • Fraud prevention and security
  • Legal compliance and record-keeping

2.5 Testimonials & Reviews

  • Publishing customer testimonials and reviews (with consent)
  • Featured on website and marketing materials
  • Only with explicit permission

3. HOW WE SHARE YOUR INFORMATION

3.1 Service Providers & Partners

We may share your information with trusted service providers who assist in delivering our services:

  • Moving Crew: Your moving crew receives service details to execute your move professionally
  • Logistics Partners: For coordinating transportation and delivery
  • Payment Processors: Credit card companies and payment gateways (encrypted, PCI compliant)
  • Utility Companies: If you request coordination of utility transfers
  • Storage Facilities: If temporary storage is arranged
  • Insurance Providers: For coverage verification and claims (if needed)

3.2 Third-Party Services

We use third-party tools for specific purposes:

  • Google Analytics: Website usage analytics (anonymized)
  • Hotjar: User behavior heatmaps and session recordings (optional)
  • Form Tools: Forminator/WPForms for quote requests and bookings
  • Email Services: Mailchimp or similar for newsletters
  • CRM Systems: Customer relationship management

We may disclose your information when required by law:

  • Court orders, legal process, government investigations
  • Protecting our rights, privacy, safety, or property
  • Preventing or detecting fraud or illegal activity
  • Responding to law enforcement requests

3.4 Business Transfers

If we sell, merge, or transfer our business:

  • You will be notified of any changes to this Privacy Policy
  • Your information may be transferred as part of the business sale
  • We will require the buyer to honor this Privacy Policy

3.5 What We Do NOT Share

  • We do NOT sell your personal information to third parties
  • We do NOT share information for marketing purposes without consent
  • We do NOT disclose sensitive information (payment details, addresses) publicly

4. DATA RETENTION

We retain your personal information for as long as necessary to:

  • Provide the services you requested
  • Meet legal and tax obligations (7 years for business records)
  • Resolve disputes or process complaints
  • Improve our services through analytics

4.1 Retention Periods

  • Quote Requests: 12 months (assistance with future moves)
  • Service Records: 7 years (tax and legal compliance)
  • Marketing Data: Until unsubscribed (see Section 5)
  • Website Analytics: 24 months (Google Analytics default)
  • Payment Records: 7 years (tax requirements)

After the retention period, we securely delete all personal information, except where required by law.

5. YOUR PRIVACY RIGHTS & CHOICES

5.1 Marketing Communication Opt-Out

We collect your consent before sending marketing emails.

  • Unsubscribe link in every email (one-click)
  • Contact us: housemovers.au@gmail.com with “Unsubscribe” in subject line
  • Call: 0478 565 135 to opt-out of phone marketing
  • We will remove you within 10 business days

5.2 Cookies & Tracking

You control cookie consent:

  • Cookie banner on first website visit
  • Can accept all, reject all, or manage preferences
  • Browser cookie settings allow you to disable cookies
  • Disabling cookies may limit some website functionality
  • Note: Essential cookies cannot be disabled (site function)

5.3 Access Your Information

You have the right to:

  • Know what personal information we hold about you
  • Request a copy of your information
  • Verify accuracy and update or correct information
  • Contact: housemovers.au@gmail.com with “Data Access Request”
  • We will respond within 30 days

5.4 Delete Your Information

You can request deletion of personal information:

  • We will delete upon request, except where legally required to retain
  • You may request deletion at any time
  • Contact: housemovers.au@gmail.com with “Deletion Request”
  • We will confirm deletion within 30 days

5.5 Correct or Update Information

You can request corrections:

  • Valid email and phone number updates via contact form
  • Call to update service address or preferences
  • Contact: housemovers.au@gmail.com with “Update Request”

If you provided consent for something, you can withdraw:

  • Withdraw marketing consent anytime (unsubscribe)
  • Withdraw testimonial consent (removed from materials)
  • Contact us to withdraw any previous consent

6. DATA SECURITY

We take security seriously and use industry-standard measures:

6.1 Technical Security

  • HTTPS: Website uses SSL encryption for all data transmission
  • Firewalls: Network protection against unauthorized access
  • Secure Servers: Data stored on secure, password-protected servers
  • Access Controls: Only authorized staff can access personal information
  • Encryption: Sensitive data (payment, addresses) encrypted at rest

6.2 Organizational Security

  • Staff training on data privacy and security
  • Limited access to personal information (need-to-know basis)
  • Background checks for staff with data access
  • Privacy policies in contracts with service providers

6.3 Password Security

  • Choose strong passwords for your customer account
  • Do not share passwords with others
  • We never ask for passwords via email
  • Change passwords regularly for security

6.4 Limitations

  • No security system is 100% secure
  • We take reasonable precautions to protect information
  • Not responsible for unauthorized access due to your actions
  • Public forums (Facebook, Google reviews) are not private

7. COOKIES & TRACKING TECHNOLOGIES

7.1 What Are Cookies?

Small files stored on your device to remember information about you and your preferences on our website.

7.2 Types of Cookies We Use

Essential Cookies (Required)

  • Site functionality (shopping cart, login, form submission)
  • Cannot be disabled without breaking site features
  • No consent required

Preference Cookies (Optional)

  • Remember your preferences (language, layout, settings)
  • Require your consent to use

Analytics Cookies (Optional)

  • Track how you use our website (Google Analytics)
  • Understand traffic sources and user behavior
  • Help improve website performance
  • Require your consent to use
  • Anonymized: Cannot identify you personally

Marketing Cookies (Optional)

  • Retarget you with ads on other websites
  • Track conversion from ads to bookings
  • Third-party vendors (Google, Facebook)
  • Require your consent to use

7.3 How to Control Cookies

  1. Cookie Banner: Accept, reject, or manage on first visit
  2. Browser Settings: Control cookies in your browser preferences
  3. Opt-Out: Visit Google Analytics opt-out page
  4. Do Not Track: Enable in browser (we honor this signal)

7.4 Third-Party Cookies

  • Google Analytics (analytics.google.com)
  • Google Ads (google.com/ads)
  • Facebook Pixel (facebook.com/policies)
  • See their privacy policies for their data practices

8. INTERNATIONAL DATA TRANSFERS

8.1 Data Location

  • Primary data storage: Australia (Amazon Web Services)
  • Some services may use international providers (US, EU-based)
  • We ensure appropriate safeguards for international transfers

8.2 GDPR Compliance

  • If you are in the EU, GDPR privacy rights apply
  • We provide GDPR-compliant data handling
  • Legal basis for processing: service delivery & legitimate interest
  • Right to lodge complaint with EU data authority

9. CHILDREN’S PRIVACY

  • Our services are not directed to children under 18
  • We do not knowingly collect information from children
  • Parents/guardians can contact us if child’s data collected
  • We will delete child’s data upon request

10. THIRD-PARTY LINKS & WEBSITES

Our website may contain links to other websites:

  • Not Responsible: We are not responsible for their privacy practices
  • Read Their Policies: Visit their privacy policies before sharing information
  • Our Liability: Ends when you click external links
  • Recommended: Review third-party privacy practices

11. CHANGES TO THIS PRIVACY POLICY

We may update this policy to reflect:

  • Changes in our practices
  • Legal or regulatory changes
  • Improved privacy protections
  • Technology updates

11.1 How We Notify You

  • Website: Updated policy will be posted here
  • Email: We may email significant changes to registered customers
  • Effective Date: Top of this policy shows last update date

11.2 Your Acceptance

  • Continued use of our services = acceptance of updated policy
  • Questions about changes? Contact us (Section 12)

12. CONTACT US

Questions about this Privacy Policy?

📧 Email
housemovers.au@gmail.com
(Subject: “Privacy Policy Question”)

📞 Phone
0478 565 135
(during business hours, 7am-5pm Monday-Friday)

📮 Mailing Address
House Movers
11 Worope Street
Wyndham Vale VIC 3216
Australia

Privacy Officer Contact
For data access, deletion, or privacy concerns, specify “Privacy Officer” in your request.

13. AUSTRALIAN PRIVACY ACT COMPLIANCE

This Privacy Policy complies with:

  • Privacy Act 1988 (Cth): Australian Privacy Principles (APPs)
  • Australian Consumer Law: Consumer services protections
  • Spam Act 2003: Electronic marketing regulations
  • State Privacy Laws: Victoria (Privacy Act 1988)

14. YOUR AUSTRALIAN PRIVACY RIGHTS

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

  1. Know why we collect information ✓ See Section 2
  2. Know what information we hold ✓ Request via Section 12
  3. Know how information is used ✓ See Section 2
  4. Correct inaccurate information ✓ See Section 5.5
  5. Ask about overseas disclosure ✓ See Section 8
  6. Complain about privacy breach ✓ See Section 15
  7. Access your information ✓ See Section 5.3

15. PRIVACY COMPLAINTS

If you believe your privacy has been breached:

15.1 Internal Resolution

  1. Contact us with details (Section 12)
  2. We will investigate within 30 days
  3. We will respond with resolution or explanation
  4. Most issues resolved at this stage

15.2 External Complaint

If not satisfied with our response, you can lodge a complaint with:

Office of the Australian Information Commissioner (OAIC)
📧 enquiries@oaic.gov.au
📞 1300 363 992
🌐 www.oaic.gov.au

Thank you for trusting House Movers with your moving services!

This Privacy Policy is effective as of March 2026. We review and update it regularly to reflect best practices and legal requirements.