Privacy

We only collect what we reasonably need to respond to enquiries, quote, schedule and carry out work, run our business, and understand how our website and advertising are performing.

What we collect

When you send us an enquiry, we may collect:

• your name
• phone number
• email address
• suburb or job address
• details about the work you need
• requested dates or other information you choose to provide

Our website may also collect technical information such as your IP address, browser and device type, pages viewed, how you reached the website, and advertising or analytics identifiers.

Please avoid including sensitive personal information in a job description unless it is genuinely relevant to the work you need us to carry out.

What we use it for

We may use your information to:

• respond to your enquiry
• prepare quotes and discuss the work
• schedule and carry out plumbing, gas or excavation work
• contact you about your booking or job
• manage customer and job records
• issue invoices and maintain business records
• meet legal, licensing, insurance and accounting requirements
• keep our website secure
• understand how people use our website
• measure the effectiveness of our advertising
• advertise our services to people who have previously visited our website or similar audiences

We do not sell your personal information.

Enquiry forms

When you submit a form on our website, the information is stored in our WordPress website and sent by email to Urban Shores.

Your enquiry and customer details may also be sent to ServiceM8, which we use to manage customers, jobs, scheduling and related communications.

Submitting an enquiry form does not confirm a booking. We will contact you to confirm the job.

Who we share information with

Our staff and tradespeople may access the information they need to respond to your enquiry or carry out your job.

We also use service providers to run our website and business, including:

ServiceM8 for customer and job management.

OVHcloud for website hosting. Our website is hosted in Australia.

Cloudflare for website delivery, security, bot protection, Turnstile and website performance monitoring.

Google for Google Analytics 4, Google Ads and related advertising and measurement services.

SMTP2GO for email delivery, including enquiry notifications.

CookieYes for cookie consent management.

We may also provide limited information to subcontractors, suppliers or other people involved in completing your job where it is reasonably necessary.

Information may also be disclosed where required by law, a court, regulator, insurer or other authorised body.

We do not give customer information to unrelated businesses so they can market their own products or services to you.

ServiceM8

We use ServiceM8 to manage enquiries, customer details, jobs and scheduling.

Information entered into our ServiceM8 account may include your contact details, job address, job history, notes and communications relating to work we carry out for you.

ServiceM8 uses cloud infrastructure and may store or process account data in several locations around the world. This can include Australia, the United States, Ireland, Singapore and Japan.

Website analytics and advertising

We use Google Analytics 4 (GA4) to understand how people find and use our website. This can include information about pages visited, approximate location, device and browser information, and how you interacted with the website.

We also use Google Ads to measure advertising performance and for remarketing and audience advertising.

This means Google may use cookies and other identifiers to recognise that a browser or device has previously visited our website. We may then use that information to measure conversions, create advertising audiences or show relevant Urban Shores advertising to previous visitors.

Google Tag Manager (GTM) is used to manage and load website measurement and advertising tags. GTM itself is primarily a tag-management tool; the services loaded through it, such as Google Analytics and Google Ads, may collect information or use cookies.

Google provides controls through its Ads Settings that allow you to manage how Google personalises advertising.

Cloudflare

We use Cloudflare to help deliver and protect our website.

Cloudflare Web Analytics gives us information about website traffic and performance. Cloudflare states that this service does not use cookies or local storage to track individual visitors and does not track people across different websites.

We also use Cloudflare Turnstile on our forms to help distinguish genuine visitors from automated spam and bots. Turnstile processes browser and device signals needed to perform this security check. It does not receive the contents of the enquiry fields you type into the form.

Cloudflare's security services may use necessary cookies or browser storage when required to protect the website, manage traffic or verify a visitor.

SMTP2GO

We use SMTP2GO to send emails from our website, such as enquiry notifications.

Emails sent through SMTP2GO include the sender and recipient addresses, the message content and the technical information needed to deliver them. SMTP2GO sends this email on our behalf.

SMTP2GO uses cloud infrastructure in several locations around the world to deliver email, so email content and delivery details may be processed outside Australia.

CookieYes

We use CookieYes to manage cookie consent on our website. It displays the cookie banner and records the choices you make.

Your consent preferences are stored in a small cookie on your device so you are not asked again each time you visit.

CookieYes may also process technical information such as your IP address and browser type to record and manage consent. This service operates internationally, so that information may be processed outside Australia.

Cookies

Some parts of our website use cookies or similar browser technologies.

These may be used for:

• website security and bot protection
• analytics
• measuring advertising conversions
• remembering advertising identifiers
• remarketing and audience advertising

You can block or delete cookies through your browser settings. Blocking some cookies may affect how parts of the website work.

Cloudflare Web Analytics itself is cookieless, although other Cloudflare security features may use necessary cookies.

Where information is stored

Website form submissions are stored on our WordPress website, which is hosted with OVHcloud in Australia. Copies are also sent by email.

Customer and job information may also be stored in ServiceM8.

Some of the other services we use, including Google, Cloudflare, ServiceM8, SMTP2GO and CookieYes, operate internationally. As a result, some information may be processed or stored outside Australia, including in the United States, Ireland, Singapore and Japan, and in other countries where those providers operate.

We choose established service providers and take reasonable steps to protect the information we hold.

How long we keep information

Website enquiry submissions are kept for 90 days and then deleted. Where an enquiry becomes a quote or a customer record, we keep that information for longer so we can manage your jobs and meet our business, accounting and tax obligations.

For example, an enquiry may become part of a customer or job record if we carry out work for you.

Some records need to be kept for longer because of accounting, taxation, licensing, insurance, warranty, dispute or other legal requirements.

When information is no longer reasonably required, we will delete it or de-identify it where practical.

Keeping your information secure

We take reasonable steps to protect personal information from loss, misuse and unauthorised access.

No website, email service or online system can be guaranteed to be completely secure, but we use reputable hosting, security and business systems and limit access to people who need the information to do their job.

Accessing, correcting or deleting your information

You can contact us if you:

• want to know what personal information we hold about you
• believe something we hold is incorrect
• want information corrected
• want us to delete information we no longer need

We will deal with reasonable requests as soon as practical.

In some cases we may need to keep certain records because of legal, accounting, licensing, insurance, completed-work or other business requirements. If that prevents us from deleting something you have asked us to remove, we will explain why.

Privacy questions or complaints

If you have a question about your information or believe we have handled it incorrectly, email [email protected] and Amy will handle your enquiry.

You can also call us on 0474 205 160.

We will try to resolve privacy concerns directly with you.

If you are not satisfied with our response and Australian privacy law applies to the matter, you may also contact the Office of the Australian Information Commissioner (OAIC).

Changes to this policy

We may update this privacy policy when our website, systems or business practices change.

The latest version will always be published on this page with the date it was last updated.