Privacy Policy

RepairRoo respects your privacy and is committed to handling personal information responsibly, transparently and securely.

This policy explains how we collect, hold, use and disclose personal information in connection with our services. We aim to handle personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply to us.

In this policy, “RepairRoo”, “we”, “our” and “us” refer to RepairRoo and its authorised personnel. “You” means an individual who visits our website, creates an account, submits an enquiry or claim, requests a quote, purchases a membership, uses our services or otherwise interacts with us.

The information we collect depends on how you interact with RepairRoo and which services you use. It may include:

Identity and contact information

• Your name, date of birth and preferred contact method.
• Your email address, telephone number and postal address.
• Account usernames, encrypted passwords and login details.
• Identity documents, driver licence details or verification information where reasonably required.

Vehicle and repair information

• Vehicle registration, make, model, year, colour, VIN and other vehicle details.
• Photographs and videos of a vehicle, vehicle damage, repair work or relevant documents.
• Repair descriptions, requested services, quotes, bids, invoices and repair history.
• Details about servicing, maintenance, inspections, vehicle condition and membership benefits.

Accident and claim information

• Accident date, time, location, circumstances and damage descriptions.
• Claim numbers, insurer details, policy information and liability-related information.
• Information about other drivers, witnesses, passengers, repairers, insurers or other relevant parties.
• Injury or health-related information where it is relevant to providing crash-management assistance and you consent to its collection, or where collection is otherwise permitted by law.

Payment and membership information

• Membership plan, subscription status, payment history, transaction references and billing details.
• Information about requested or used membership benefits.
• Referral codes and information about a referral partner connected to your account.

Communications and service activity

• Emails, messages, call notes, enquiries, complaints and customer-support communications.
• Messages exchanged through RepairRoo between customers, repairers, referral partners and authorised staff.
• Records of applications, shortlists, approvals, accepted quotes and completed services.

Technical and usage information

• IP address, browser type, device type, operating system and general device information.
• Pages viewed, links selected, login activity and website interaction information.
• Cookie identifiers, session information and analytics data.
• Approximate or precise location information where you enable a location or vehicle-tracking feature.

We may collect personal information:

• Directly from you when you complete a form, register an account, submit a claim or request a quote.
• When you upload photographs, documents, vehicle details or accident information.
• When you contact us by telephone, email, messaging service, social media or through our website.
• When you purchase or manage a membership or use a membership benefit.
• From repairers, referral partners, insurers, assessors, towing providers, hire-vehicle providers and other parties involved in a repair or claim.
• From publicly available sources where permitted by law.
• Automatically through cookies, server logs, analytics tools and similar technologies.
• Through an authorised third-party login provider, such as Google, where you choose to sign in using that service.

Where reasonably practicable, we collect personal information directly from the person concerned. In some circumstances, collecting information from another party may be necessary to coordinate a claim, repair, referral or customer request.

We may use personal information to:

• Create, verify and manage customer or repairer accounts.
• Respond to enquiries and arrange customer callbacks.
• Assess repair requests and connect customers with suitable repairers.
• Obtain, display, compare and administer repair quotes or bids.
• Coordinate accident claims, repairs, inspections, towing, replacement vehicles and related services.
• Communicate with insurers, repairers, assessors, referral partners and other relevant service providers.
• Process memberships, subscriptions, payments and requested benefits.
• Send service updates, reminders, appointment information, account notices and transactional messages.
• Provide customer support and investigate questions, complaints, disputes, suspected fraud or misuse.
• Improve our website, applications, services, repairer network and customer experience.
• Maintain security, prevent unauthorised access and protect customers, repairers and RepairRoo.
• Meet legal, regulatory, insurance, accounting and reporting obligations.
• Carry out other purposes that we explain when the information is collected or that you otherwise authorise.

If we cannot collect information reasonably required for a particular service, we may be unable to provide that service, arrange quotes, administer a membership or manage a repair or claim.

We may disclose personal information where reasonably necessary to provide our services, operate our business or comply with the law. Recipients may include:

• Crash repairers, mechanics, detailers and other automotive service providers.
• Insurers, claims managers, assessors and accident-management providers.
• Towing providers, vehicle transport providers and replacement or hire-vehicle providers.
• Referral partners connected to your enquiry, membership or account.
• Payment processors, subscription providers and financial institutions.
• Website hosting, cloud-storage, database, email, CRM, analytics, authentication and IT-security providers.
• Professional advisers, including lawyers, accountants, auditors and insurance advisers.
• Government agencies, regulators, courts, police or other parties where required or authorised by law.
• A purchaser, investor or adviser involved in a proposed sale, restructure, financing or transfer of all or part of our business, subject to appropriate confidentiality arrangements.

Repairers and other third-party providers may have their own privacy policies and may handle information independently when providing their services.

RepairRoo does not sell personal information as a standalone product.

Payment and subscription transactions may be processed by a third-party payment provider, such as Stripe.

Payment card details are generally collected and processed directly by the payment provider rather than stored in full by RepairRoo. We may receive transaction information such as:

• Payment status and payment date.
• Transaction or customer reference numbers.
• Subscription and membership status.
• Limited billing and payment-method information.
• Refund, cancellation or failed-payment information.

Your payment provider will handle payment information under its own privacy policy and terms.

RepairRoo may use cookies and similar technologies to operate and improve our website. Cookies are small data files stored by your browser or device.

These technologies may be used to:

• Keep you signed in and maintain secure sessions.
• Remember preferences and form information.
• Understand how visitors use our website.
• Diagnose errors and improve performance.
• Measure the effectiveness of communications or campaigns.
• Detect suspicious or unauthorised activity.

You can manage or block cookies through your browser settings. Disabling necessary cookies may prevent parts of the website, including account or login features, from functioning correctly.

With your consent, or where otherwise permitted by law, we may send information about RepairRoo services, memberships, benefits, promotions, partner offers or other updates that may be relevant to you.

You may opt out of marketing emails or SMS messages by using the unsubscribe instructions in the message or by contacting us.

Opting out of marketing does not prevent us from sending important non-marketing communications, such as account notices, payment information, security alerts, claim updates, repair communications or membership-service messages.

RepairRoo may use cloud, email, analytics, authentication, customer management, payment and technology providers that operate in Australia and overseas.

As a result, personal information may be stored, processed or accessed in countries outside Australia. The specific locations may change depending on the providers and systems we use.

Where required by applicable law, we take reasonable steps to ensure overseas recipients handle personal information appropriately. You may contact us for more information about the current locations of our principal service providers.

We take reasonable administrative, technical and physical measures to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.

These measures may include:

• Account authentication and access controls.
• Encryption during transmission where appropriate.
• Restricted staff and administrator access.
• Secure hosting and database controls.
• System monitoring, backups and software updates.
• Staff confidentiality and information-handling procedures.

No internet transmission or storage system can be guaranteed to be completely secure. You should protect your account password and notify us promptly if you believe your account or information has been compromised.

We retain personal information for as long as reasonably necessary to provide services, administer our business, resolve disputes and meet legal, accounting, insurance and record-keeping obligations.

When information is no longer reasonably required, we may delete, destroy or de-identify it, unless we are required or permitted by law to retain it.

You may ask us to provide access to personal information we hold about you or to correct information that is inaccurate, incomplete, out of date, irrelevant or misleading.

You may also request deletion of information. We will consider deletion requests subject to our legal, operational, insurance, dispute-resolution and record-keeping obligations.

To protect your privacy, we may need to verify your identity before completing a request.

In some circumstances, the law may permit or require us to refuse access or deletion. If this happens, we will generally explain the reason unless we are legally prevented from doing so.

Requests can be submitted using the contact details at the end of this policy.

If you have a privacy concern or believe we have mishandled your information, please contact our Privacy Officer and provide:

• Your name and contact details.
• A description of your concern.
• Relevant dates, communications or account details.
• The outcome you are seeking.

We will acknowledge and investigate privacy complaints and aim to respond within a reasonable period. More complex matters may require additional time.

We may update this Privacy Policy when our services, technology, business practices or legal obligations change.

The latest version will be published on our website with the updated date shown at the top of the page. Significant changes may also be communicated through our website, customer accounts or direct communications where appropriate.

Contact our Privacy Officer with questions, requests or complaints about this policy or the way we handle personal information.