Privacy policy

Privacy Policy
Melbourne Spa Removals
Last updated: 7 October 2026

Melbourne Spa Removals (“MSR”, “we”, “us” or “our”) respects your privacy and is committed to handling personal information responsibly.

This Privacy Policy explains how we collect, use, store and disclose personal information when you visit our website, request a quote, communicate with us or use our services.

This includes information collected through our websites, enquiry forms, telephone calls, SMS, MMS, email, WhatsApp, Facebook Messenger, Instagram and AI-assisted communication systems.

1. Information we collect
Depending on how you interact with us, we may collect:

your name;
telephone number;
email address;
residential, pickup, delivery or service address;
pickup and delivery suburbs;
information about your spa, swim spa or related equipment;
spa dimensions, approximate weight, make, model and photographs;
information about site access, including gates, pathways, decking, stairs, retaining walls, cranes or other access considerations;
photographs, videos and other files you provide;
enquiry, quotation, booking, invoice and service information;
messages and other communications with us;
telephone call information and call metadata;
information generated through AI-assisted conversations;
payment and transaction information, where applicable;
IP address, browser, device and other technical information;
website usage and interaction information;
advertising campaign and referral information; and
other information you voluntarily provide to us.
We seek to collect only information reasonably necessary for our business activities and the services we provide.

2. How we collect information
We may collect personal information when you:

visit or interact with our website;
submit an enquiry or quotation form;
call or SMS us;
communicate with us through email, WhatsApp, Facebook Messenger, Instagram or another messaging service;
communicate with an automated or AI-assisted service;
request a quotation;
make or confirm a booking;
provide photographs or information about a spa or property;
purchase or use our services; or
communicate with our employees, contractors or representatives.
We may also receive information from another person involved in a pickup or delivery, retailers, suppliers, contractors, referral partners, advertising platforms and other service providers where reasonably necessary for our business activities.

3. How we use your information
We may use personal information to:

respond to enquiries;
assess spa access and job requirements;
prepare and provide quotations;
arrange and manage bookings;
communicate before, during and after a job;
provide spa relocation, delivery, removal, disposal and related services;
arrange associated services where requested;
send booking confirmations, reminders and service updates;
provide customer support;
maintain customer and job records;
issue and reconcile invoices and payments;
manage disputes, complaints, warranty or service matters;
improve our website, services and communications;
operate our CRM and business systems;
maintain the security and reliability of our systems;
understand how customers find and use our website;
measure advertising and marketing performance;
conduct marketing where permitted by law;
comply with legal and regulatory obligations; and
otherwise operate Melbourne Spa Removals.
4. Website, cookies and analytics
Our website may use cookies and similar technologies to operate correctly, understand website usage and measure the effectiveness of our advertising.

These technologies may collect information including:

IP address;
browser and device information;
pages visited;
time and date of visits;
interactions with website features;
referring websites;
advertising campaign information; and
enquiry or conversion events.
We may use analytics, advertising and measurement services provided by third parties, including Google and Meta.

You may be able to control or restrict cookies through your browser settings. Disabling certain cookies may affect some website functionality.

5. Advertising and conversion measurement
Melbourne Spa Removals advertises its services through online platforms and may use advertising technologies to understand whether advertising results in enquiries, calls or bookings.

This may involve advertising and analytics providers processing information such as:

advertising identifiers;
campaign and referral information;
website interactions;
enquiry or conversion events; and
browser or device information.
Depending on the technologies used, this information may be processed by providers such as Google or Meta in accordance with their own privacy practices.

We do not sell or rent our customer database or personal information to third parties.

6. SMS and electronic communications
If you provide us with your mobile number or other contact details, we may use them to communicate with you about your enquiry, quotation, booking or services.

Communications may include:

responses to enquiries;
requests for job or access information;
requests for photographs;
quotations and quotation follow-ups;
booking confirmations;
scheduling information;
delivery or service updates;
invoice and payment information; and
reasonable follow-up communications relating to our services.
Where we send marketing or promotional electronic communications, we will do so in accordance with applicable Australian law.

You may ask us to stop sending marketing communications at any time.

Transactional or service-related communications may still be sent where reasonably necessary to manage an enquiry, booking, contract or service.

7. AI-assisted communications
Melbourne Spa Removals may use artificial intelligence and automated systems to assist with customer enquiries and communications.

These systems may assist us to:

respond to initial enquiries;
ask questions required to assess a job;
collect spa dimensions and access information;
classify and summarise enquiries;
route enquiries to the appropriate team member;
prepare information for our staff;
draft or assist with responses; and
provide customer service.
Information provided during these interactions may be processed by technology providers supplying AI, communications, CRM or related services to Melbourne Spa Removals.

AI-assisted systems support our staff and business processes. Customers may request assistance from a member of our team where appropriate.

8. Telephone calls, recordings and transcriptions
Our systems may collect telephone call information, including telephone numbers, call times, duration and related metadata.

Where call recording or transcription functionality is enabled, calls may be recorded or transcribed for purposes including:

customer service;
maintaining accurate job records;
staff training;
quality assurance; and
resolving disputes.
Where required by law, appropriate notice will be provided before a telephone call is recorded.

9. Photographs and site information
We may ask customers to provide photographs, videos, measurements or other information showing spas, properties and access routes.

This information helps us determine matters such as:

whether a spa can be safely moved;
required equipment;
access restrictions;
labour requirements; and
quotation and scheduling requirements.
Customers should avoid including unnecessary personal or sensitive information in photographs or other material sent to us.

10. CRM and business systems
Information collected through our website and communications channels may be stored in our customer relationship management (CRM), communications, accounting, booking and other business systems.

This allows us to maintain records of enquiries, quotations, communications, bookings and completed work and to provide efficient customer service.

11. Disclosure to third parties
We may disclose personal information where reasonably necessary to operate our business or provide our services.

Recipients may include:

Melbourne Spa Removals employees and authorised personnel;
contractors involved in relocations, deliveries or related work;
telecommunications and communications providers;
CRM and business software providers;
website and cloud hosting providers;
AI technology providers;
payment and accounting providers;
advertising and analytics providers;
insurers;
professional advisers; and
government agencies, regulators, courts or law enforcement authorities where required or authorised by law.
We do not sell or rent customer contact databases to third parties.

12. Third-party platforms
Our website and communications systems may interact with third-party platforms and technology providers.

For example, if you communicate with us through WhatsApp, Facebook, Instagram or another third-party platform, that provider may independently collect and process information in accordance with its own privacy policy and terms.

Their handling of information is governed by their own privacy practices.

13. Overseas processing and storage
Some technology providers used by Melbourne Spa Removals may store or process information outside Australia.

This may occur where communications, cloud hosting, CRM, AI, analytics, advertising or other technology providers operate infrastructure overseas.

Where reasonably practicable, we take steps to use reputable service providers and protect personal information handled on our behalf.

14. Data security
We take reasonable technical and organisational measures to protect personal information against misuse, interference, loss and unauthorised access, modification or disclosure.

However, no internet, telecommunications or electronic storage system can be guaranteed to be completely secure.

15. Data retention
We retain personal information for as long as reasonably necessary for the purposes for which it was collected and for legitimate business, accounting, dispute-resolution and legal requirements.

Information that is no longer reasonably required may be deleted, anonymised or securely disposed of, subject to applicable record-keeping obligations.

16. Access and correction
You may contact us to request access to personal information we hold about you or to request correction of information that is inaccurate, incomplete or out of date.

We may need to verify your identity before providing access.

There may be circumstances in which Australian law permits or requires us to refuse access. Where required, we will explain the reason for doing so.

17. Privacy complaints
If you have concerns about how Melbourne Spa Removals has handled your personal information, please contact us so that we can investigate the matter.

We will endeavour to respond within a reasonable period.

If you are not satisfied with our response and applicable Australian privacy law provides you with further rights, you may be able to make a complaint to the Office of the Australian Information Commissioner (OAIC).

18. Australian privacy and electronic communications laws
Where applicable, Melbourne Spa Removals handles personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Our electronic marketing communications are also managed in accordance with applicable requirements of the Spam Act 2003 (Cth).

19. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our business, services, technology providers or legal obligations.

The current version will be published on this page and will show the date of the most recent update.

20. Contact Melbourne Spa Removals
For questions about this Privacy Policy, requests to access or correct personal information, or privacy complaints, contact:

Melbourne Spa Removals
Melbourne, Victoria, Australia

Phone: 0495 107 799

You can also contact us through the enquiry form or other communication channels available on the Melbourne Spa Removals website.