Privacy Policy

1. Information We Collect

The information we collect depends on how you use the Platform and may include:

• Customer details: name, telephone number, email address, collection and delivery addresses, suburbs, postcodes and preferred contact details.
• Service-request details: moving date, property and move type, collection and delivery locations, access conditions, stairs, lifts, parking, approximate inventory or volume, heavy or special items, packing or storage needs, photographs, preferred timing, comments and any other information submitted with the request.
• Removalist details: contact name, business name, ABN, business contact details, moving-service categories, service areas, account details and information provided to support the Removalist account.
• Lead and transaction information: Leads viewed or purchased, purchase price, payment status, invoices, refunds or account credits, and support communications.
• Technical and usage information: IP address, device and browser information, pages visited, login activity, cookies, analytics information and records used for security, troubleshooting and service improvement.
• Communications: emails, support requests, complaints, feedback and other communications with MoveFinder.

2. How We Collect Information

We collect information directly when you complete forms, create an account, submit a request, unlock a Lead, contact support or otherwise interact with the Platform. We may also collect information automatically through cookies, logs and analytics tools, and from publicly available business registers when checking a Removalist's ABN and registered business name.

3. How We Use Information

We may use personal information to:

• receive, assess and match Customer moving requests with relevant Removalists;
• share a Customer request and contact details with up to three Removalists who unlock or receive the matched Lead;
• allow Removalists to contact Customers about the specific moving request by telephone, SMS or email;
• create and manage Removalist accounts and check the Removalist's ABN and registered business name;
• process Lead purchases, issue receipts, manage payment issues and maintain transaction records;
• provide support, investigate complaints, enforce our Terms and protect Customers, Removalists and the Platform;
• send account, security, service and policy communications;
• prevent fraud, misuse, unauthorised access, spam and other harmful activity;
• analyse and improve Platform performance, functionality and user experience; and
• comply with legal, regulatory, accounting, tax and dispute-resolution obligations.

4. Sharing Customer Details with Removalists

The Customer is not required to select or engage any Removalist. MoveFinder does not sell Customer information to unrelated advertisers or data brokers. Removalists pay MoveFinder for access to a Lead, but that payment does not give the Removalist ownership of the Customer's information or permission to use it for unrelated purposes.

Removalists may use Customer information only to respond to the specific request and manage any directly resulting quotation or service. Removalists must not resell, transfer, publish or disclose the information, add the Customer to unrelated marketing lists, send spam or continue contacting a Customer who has reasonably asked them to stop.

Once information has been disclosed to a Removalist, that Removalist is independently responsible for its own privacy, security and communications obligations. Customers may ask a Removalist directly how it handles their information.

5. Other Disclosures

We may disclose information where reasonably necessary to:

• technology, hosting, cloud storage, analytics, email, SMS, customer-support, cybersecurity and other service providers that help operate the Platform;
• payment processors, banks and fraud-prevention providers for Lead purchases and related transactions;
• professional advisers, insurers, auditors or business advisers where confidentiality obligations apply;
• law-enforcement bodies, courts, tribunals, regulators or government agencies where required or authorised by law;
• a purchaser or successor as part of a genuine business sale, merger, restructure or transfer, subject to appropriate confidentiality and privacy safeguards; or
• other persons where the individual has consented or where disclosure is otherwise permitted by law.

Third-party providers may have their own privacy policies. MoveFinder does not authorise service providers to use personal information for their own unrelated marketing.

6. Removalist Verification Information

MoveFinder's current Removalist verification is limited to checking the Removalist's ABN and registered business name using information supplied by the Removalist and publicly available business-register information.

MoveFinder does not conduct police checks, criminal-history checks, employee or driver checks, vehicle or roadworthiness checks, licence or permit verification, qualification checks, reference checks, industry-membership checks or insurance verification. Customers remain responsible for requesting and verifying any documents, insurance and other information relevant to the Removalist, vehicles, goods, properties or required move.

7. Payments

Lead payments are processed through third-party payment services. MoveFinder may receive transaction identifiers, payment status, billing details and limited card information such as card type and the last digits, but does not ordinarily receive or store complete card numbers or security codes. Payment providers handle payment information under their own terms and privacy policies.

8. Cookies and Analytics

The Platform may use cookies, pixels, tags and similar technologies to remember preferences, keep accounts secure, understand website use, measure performance and improve services. This may include analytics and advertising technologies supplied by third parties.

Browser settings may allow Users to block or delete cookies. Some Platform functions may not work correctly if essential cookies are disabled. Where required, we will request consent before using non-essential cookies or similar technologies.

9. Marketing and Service Communications

We may send necessary service communications about requests, Leads, accounts, transactions, security, support and policy changes. These communications are part of operating the Platform.

We will send marketing communications only where permitted by law. Marketing emails and SMS messages will include an unsubscribe option where required. Unsubscribing from marketing does not prevent essential account or service communications.

A Customer's consent to be contacted by matched Removalists relates to the submitted moving request. It does not permit Removalists to send unrelated or ongoing marketing without a separate lawful basis.

10. Storage, Security and Overseas Processing

We use reasonable administrative, technical and organisational safeguards designed to protect personal information against loss, misuse, interference and unauthorised access, modification or disclosure. Access is limited according to business need where reasonably practicable.

No online system is completely secure. Users are responsible for protecting their passwords and should notify MoveFinder promptly if they suspect unauthorised account access.

Some service providers may store or process information outside Australia. Where Australian privacy law applies, we will take reasonable steps required by law in relation to overseas disclosures. The countries involved may change as our technology providers change. Users may contact us for current information about material overseas processing.

11. Data Retention

We retain personal information only for as long as reasonably needed for the purposes described in this policy, including operating accounts, matching and recording Leads, resolving complaints, preventing fraud, meeting tax and accounting requirements, enforcing agreements and complying with law.

When information is no longer reasonably required, we will take reasonable steps to delete or de-identify it, unless retention is required or permitted by law. Closing an account does not require immediate deletion of every record where legitimate legal, security, transaction or dispute records must be retained.

12. Access, Correction and Deletion Requests

Individuals may request access to personal information MoveFinder holds about them or ask us to correct information that is inaccurate, incomplete or out of date. A person may also request account closure or deletion of information, subject to legal and legitimate retention requirements.

Requests should be sent to info@movefinder.com.au. We may need to verify identity before acting. We will respond within a reasonable time and, if access or deletion cannot be provided, explain the reason where required by law.

13. Data Breaches

If we become aware of a suspected data breach, we will assess and respond to it. Where the Notifiable Data Breaches scheme applies and a breach is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner as required by law.

14. Privacy Complaints

A privacy question or complaint may be sent to info@movefinder.com.au with sufficient details for us to investigate. We will acknowledge and assess the matter within a reasonable time and may request further information.

If a complaint is not resolved, the individual may be entitled to contact the Office of the Australian Information Commissioner at www.oaic.gov.au. We encourage individuals to first give MoveFinder a reasonable opportunity to respond.

15. Children's Information

The Platform is intended for people aged 18 years or older. We do not knowingly invite children to create Removalist accounts or submit service requests. If we learn that personal information has been provided by a child without appropriate authority, we may delete it where reasonably practicable and lawful.

16. Changes to This Policy

We may update this Privacy Policy to reflect changes to the Platform, our information-handling practices or legal requirements. The current version will be published on the Platform with an updated Last Updated date. Where a change is material, we may also provide notice through the Platform or by email.