Privacy policy

Privacy Policy

Last updated: 23 September 2026

1. Who we are

Urban Works Property Services ("Urban Works", "we", "us", "our") is a Melbourne-based property services business. We coordinate cleaning, property maintenance and handyman services for homes, rental properties and commercial premises across metropolitan Melbourne.

This policy explains how we collect, use, disclose and protect your personal information, and how you can access it, correct it or make a complaint. We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

By using our website or contacting us, you agree to the handling of your personal information as described here.

2. What personal information we collect

Information you give us

  • Contact details — your name, email address and phone number.
  • Property details — the address, suburb and postcode of the property, the type of property (house, apartment, rental, commercial premises), and details about its size, condition and access.
  • Job details — the services you're enquiring about, your preferred timing, and anything else you tell us in your message.
  • Photos — images of your property that you send us by email or text message so we can quote accurately.
  • Access information — key, lockbox, alarm or entry instructions, where you provide them so work can be carried out.
  • Waitlist details — if you're outside our service area and join our waitlist, your email address and your state or postcode.
  • Correspondence — the content of emails, texts, calls and messages between us.

Information we collect automatically

When you visit our website, we automatically collect technical information including your IP address, browser type, device type, the pages you visit, how you arrived at our site and how long you stay. This is collected through our website platform and analytics tools.

We do not collect payment information through this website. There is no checkout or payment function on our site. Invoicing and payment are handled separately, directly between you and us.

We do not collect sensitive information as defined by the Privacy Act — such as health information, racial or ethnic origin, religious beliefs or criminal record — and we ask that you do not send it to us.

3. How we collect it

We collect personal information:

  • directly from you, when you fill in our quote form or contact form, call us, email us, or text us;
  • automatically from your device when you use our website, through cookies and similar technologies;
  • from our service providers, where they collect or hold information on our behalf;
  • occasionally from a third party acting for you — for example, a real estate agent or property manager who engages us on behalf of a landlord or tenant, or a tenant who provides access details for a property we've been booked to attend.

Where we collect your information from someone other than you, we only collect what we need to carry out the work requested.

4. Why we collect and use it

We use your personal information to:

  • prepare and send you a quote;
  • schedule, coordinate and carry out the work you've booked;
  • arrange access to your property with you, your agent or your tenant;
  • communicate with you about a job, including updates and follow-up;
  • invoice you and keep records of the work we've done;
  • check the quality of work carried out and resolve any issues or complaints;
  • maintain and improve our website and services;
  • send you service-related information, and marketing communications where you have opted in;
  • comply with our legal obligations, including tax, insurance and workplace safety requirements.

If you don't give us the information we ask for, we may not be able to quote accurately or carry out the work.

5. Who we share it with

Urban Works coordinates work carried out by a vetted network of independent cleaning and trade professionals. This means we share your information with the professionals assigned to your job.

We disclose your personal information to:

  • The service professionals carrying out your work — they receive your name, contact details, property address, access instructions and the job scope. They need this to attend and complete the job. Each provider is required to handle your information only for that purpose.
  • Our website, email and software providers — including Shopify, which hosts our website and processes enquiries submitted through our forms, and our email, accounting and scheduling systems.
  • Analytics providers — who help us understand how our website is used.
  • Professional advisers — such as our accountant, insurer or lawyer, where necessary.
  • Government agencies, regulators or law enforcement — where we are required or authorised by law to do so.
  • A purchaser — if our business is sold or transferred, as part of that transaction.

We do not sell your personal information. We do not disclose it to third parties for their own marketing purposes.

6. Photos of your property

If you send us photos of your property, we use them to quote and to brief the professional attending the job. We may also keep a record of them in our job file.

We will not publish any photo of your property on our website, social media or marketing material without asking you first and getting your agreement. If you have previously agreed and change your mind, tell us and we'll remove it.

7. Cookies and website analytics

Our website uses cookies — small files stored on your device — to make the site work, remember your preferences and understand how visitors use it.

You can block or delete cookies through your browser settings. Some parts of the site may not work properly if you do.

8. Storage, security and overseas transfers

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. This includes restricting who can access it and using reputable, secured platforms.

No system is completely secure, and we cannot guarantee the security of information transmitted over the internet. Please don't send us sensitive or confidential information over unsecured channels.

Our website is hosted by Shopify, and some of our email and software providers store data on servers outside Australia, including in the United States, Canada and the European Union. By providing your information to us, you consent to it being stored and processed overseas. We take reasonable steps to ensure our providers handle your information consistently with the Australian Privacy Principles.

9. How long we keep it

We keep your personal information only as long as we need it:

  • Enquiries that don't lead to work — generally up to 12 months.
  • Completed jobs — at least 7 years, to meet tax, insurance and record-keeping obligations.
  • Access details such as alarm codes or key instructions — deleted once the job is complete, unless you've asked us to keep them for ongoing work.
  • Waitlist entries — until you ask to be removed, or until we've contacted you about servicing your area.

When we no longer need your information, we destroy or de-identify it.

10. Accessing and correcting your information

You can ask us for a copy of the personal information we hold about you, and ask us to correct anything that's wrong or out of date. Contact us using the details below.

We'll need to verify your identity before we release any information. We'll respond within 30 days. Access is free; if a request is unusually complex we may charge a reasonable cost, and we'll tell you before doing so. In limited circumstances permitted by law we may decline a request — if we do, we'll explain why in writing.

11. Marketing and opting out

We'll only send you marketing emails if you've opted in. Every marketing email has an unsubscribe link, and you can also just reply and ask us to stop.

Opting out of marketing doesn't stop messages about a job you've booked — quotes, scheduling and invoices.

12. Complaints

If you think we've mishandled your personal information, contact us first using the details below. We'll acknowledge your complaint within 5 business days and aim to resolve it within 30 days.

If you're not satisfied with our response, you can complain to the Office of the Australian Information Commissioner:

  • Website: oaic.gov.au
  • Phone: 1300 363 992
  • Post: GPO Box 5218, Sydney NSW 2001

13. Children

Our services are aimed at adults and we don't knowingly collect personal information from anyone under 18. If you believe a child has given us their information, contact us and we'll delete it.

14. Changes to this policy

We may update this policy from time to time. The current version is always on this page, with the "Last updated" date at the top. If we make a significant change to how we handle your information, we'll take reasonable steps to let you know.

15. Contact us

Urban Works Property Services
ABN: 99126271407

Email: manavpatel@urbanworkservices.com
Phone: 0452 442 757
Post: 426 Morris Road, Tarneit, VIC 3029