LIFE SERVICES

3.1 Customer Account Information

• Full name
• Residential or business address (service address and billing address)
• Email address
• Phone number (mobile and/or landline)
• Account login credentials for the Customer Portal
• Communication preferences (email, SMS, app notifications)

3.2 Service and Property Information

• Property details relevant to service delivery (gate codes, access notes, pool type, lawn size, pet information, special instructions)
• Service history and job records
• Before-and-after photographs and video of the property taken during service visits
• Scheduling preferences and service window preferences
• Notes and feedback provided after service visits

3.3 Payment and Financial Information

• Bank account details provided for BECS direct debit authorisation (BSB and account number — processed and stored by Stripe; we do not store this information directly)
• Credit or debit card information (processed entirely by Stripe; we do not store card numbers or CVV codes)
• Billing history, invoice records, and transaction receipts
• Payment method type and status
• For Commercial Customers: credit application details, company financial information, and director or guarantor information

3.4 Communications

• Emails, SMS messages, and other written communications between you and Life Services
• Phone call records (note: calls may be recorded for training and quality assurance — you will be notified)
• Customer Portal messages and support tickets
• Reviews, testimonials, and feedback submitted through any channel

3.5 Website and Digital Behaviour

• IP address and approximate location derived from IP
• Device type, browser type, and operating system
• Pages visited, links clicked, and time spent on our website
• Referring website or search query that led you to us
• Cookie data and advertising pixel data (see clause 9 for cookies)
• Customer Portal session data and login activity

3.6 Life App Data

Where you use the Life App in connection with Life Services, we may collect:

• App account details and profile information
• Service bookings made through the app
• Notification preferences and interaction history within the app
• Device identifiers and push notification tokens

Data collected through the Life App is governed by both this policy and the Life App's own privacy terms. Where the Life App is operated as a separate platform, its privacy policy will be published separately.

3.7 Local Legends Nominations

• Name and contact details of the person making the nomination
• Name, address, and circumstances of the person being nominated (limited to what is needed to assess eligibility and deliver the service)
• Photographs, video, and other media captured at the property during the complimentary service (see clause 7.3)

3.8 Social Media and Marketing Interactions

• Information provided when you interact with Life Services on social media platforms (Facebook, Instagram, TikTok, LinkedIn)
• Advertising interaction data from Meta and Google platforms, including pixel events
• Information you provide when entering a competition, promotion, or survey

3.9 Sensitive Information

We do not intentionally collect sensitive information (as defined by the Privacy Act) such as health information, racial or ethnic origin, political opinions, religious beliefs, or biometric data. If you voluntarily share such information with us (for example, by disclosing a health condition relevant to access requirements at your property), we will treat it with additional care and will only use it for the purpose for which it was provided.

4.1 Directly From You

• When you sign up for a Life Services plan or request a Once-Off Service
• When you complete a Direct Debit Request form
• When you contact us by phone, email, SMS, or through the Customer Portal
• When you submit a Local Legends nomination form on our website
• When you provide feedback, leave a review, or respond to a survey
• When you sign up for marketing communications
• When you create an account on the Life App

4.2 Automatically

• Through cookies and tracking technologies on our website (see clause 9)
• Through advertising pixels from Meta (Facebook/Instagram) and Google when you interact with our ads
• Through the Life App when you use its features
• Through our scheduling and job management platform (ServiceM8)

4.3 From Third Parties

• From real estate agents or property managers who engage us on behalf of a property owner
• From payment processors (Stripe) in relation to payment status and transaction outcomes
• From advertising platforms (Meta, Google) in the form of campaign and audience performance data
• From referral sources where a third party has provided your details to request a service on your behalf
• From public sources such as property listing websites where relevant to service delivery

Where we collect your information from a third party, we will take reasonable steps to ensure that you are aware that we hold your information and how we use it, at the first reasonable opportunity.

5.1 Delivering and Managing Services

• Scheduling and delivering services at your property
• Managing your subscription plan, bookings, and account
• Processing payments, issuing invoices, and managing billing
• Communicating with you about your scheduled services, including SMS notifications when staff are en route
• Managing cancellations, complaints, and refunds
• Assessing and delivering Local Legends complimentary services

5.2 Quality Assurance and Dispute Resolution

• Reviewing before-and-after photographs to verify service quality
• Using service records and photographic evidence to resolve disputes
• Training staff using anonymised service data and records
• Assessing and responding to complaints

5.3 Safety and Fraud Prevention

• Identifying and preventing fraudulent account activity, false claims, and financial misconduct
• Tracking accounts to identify attempts to circumvent payment obligations (see Fair Go Policy clause 15)
• Complying with obligations under the Work Health and Safety Act 2011 (Qld) and other safety legislation
• Reporting to Queensland Police where required or where fraud or misconduct has occurred

5.4 Marketing and Communications

• Sending you service reminders, account updates, and operational communications (you cannot opt out of these as they are necessary for service delivery)
• Sending you marketing communications about Life Services products, promotions, and offers (you can opt out at any time)
• Sending you marketing communications from other Vibrant Brands group businesses and their partners (as consented to under the Fair Go Policy clause 18 — you can opt out at any time)
• Running targeted advertising campaigns on Meta (Facebook/Instagram) and Google using your contact details and behavioural data
• Creating and publishing content, testimonials, and case studies (with your consent)

5.5 Business Operations and Legal Obligations

• Maintaining accurate financial and business records
• Meeting tax, regulatory, and legal reporting obligations
• Enforcing our Fair Go Policy and pursuing debt recovery
• Assessing and managing business risk
• Conducting internal audits, analytics, and business improvement activities
• If we sell or restructure the business, to facilitate due diligence and transfer of operations

5.6 Media and Content Creation

• Property and service photographs and video taken during service visits may be used in Life Services' marketing materials, social media, website, and advertising — subject to the consent terms in clause 7
• Local Legends service footage and photographs are used for media purposes under the terms in clause 7.3

6.1 Service Delivery Partners

6.2 Marketing and Advertising Platforms

6.3 Vibrant Brands Group

As part of the Vibrant Brands group, Life Services may share your information with other businesses in the group — such as the Life App — for the following purposes:

• Integrating your Life Services account with the Life App platform
• Sending you cross-promotional marketing from Vibrant Brands businesses and partners (as consented in the Fair Go Policy)
• Group-level business reporting and analytics (using aggregated or de-identified data where possible)

6.4 Professional and Legal Advisors

We may share your information with our accountants, solicitors, debt collection agencies, and other professional advisors where necessary to manage our legal and financial obligations. This includes sharing information relevant to debt recovery, fraud investigations, and legal proceedings.

6.5 Law Enforcement and Regulators

We will disclose personal information to Queensland Police, the Australian Taxation Office, or other regulatory bodies where required by law, court order, or warrant. We may also proactively report fraud, financial misconduct, or theft of services to Queensland Police in accordance with the Fair Go Policy.

6.6 Business Sale or Transfer

If Life Services or the Vibrant Brands group is sold, merged, or restructured, your personal information may be transferred to the new owner or merged entity as part of that transaction. We will take reasonable steps to ensure the new entity is bound by equivalent privacy obligations.

6.7 Overseas Disclosure

Some of the third-party platforms we use (particularly Meta, Google, and marketing automation platforms) store and process data on servers located in the United States and potentially other countries. By using our services, you consent to your information being handled in those jurisdictions.

We take reasonable steps to ensure these platforms maintain appropriate data protection standards. Where we cannot ensure an equivalent level of protection, we will not disclose your information overseas without your consent.

7.1 Standard Service Photography

Life Services staff photograph properties before and after each service visit. This is done for:

• Quality assurance — to verify the standard of work delivered
• Dispute resolution — as evidence if a service quality dispute arises
• Training — to train and assess staff performance (using anonymised or blurred identifiers where possible)

These photographs are stored internally and are not published publicly without your separate consent. They are retained for a minimum of 12 months from the date of the relevant service.

7.2 Marketing Content — Customer Properties

Where Life Services wishes to use photographs or video of your property for marketing purposes (including on our website, social media, or in advertising), we will seek your separate written consent before doing so. This consent is separate from the service agreement and can be withdrawn at any time.

Photographs that do not contain identifying information (such as close-ups of grass, garden beds, or pool water) may be used in general marketing without individual consent, as they are not capable of identifying you or your property.

7.3 Local Legends Program — Media Consent

Recipients of a Life Services Local Legends complimentary service provide full and unrestricted media consent in exchange for the free service. This consent is set out in the Fair Go Policy (clause 19.3) and covers:

• Photography, filming, and recording of the property and service — before, during, and after.
• Publication and use of that content across all media channels without restriction.
• No identifiable personal information (full name, street number, phone number) is published without specific additional consent.
• Recipients may decline personal filming — this does not affect consent for property and service content.
• Recipients have no editorial rights over published content. Life Services has sole editorial discretion.

Nomination information submitted by third parties on behalf of a nominee is treated as confidential and is not published. The nominee's personal details are used only to assess eligibility and deliver the service.

9.1 Types of Cookies We Use

9.2 Managing Cookies

You can manage or disable cookies through your browser settings. Disabling essential cookies may affect the functionality of our website and customer portal. For advertising cookies, you can also opt out through:

• Meta's Ad Settings at facebook.com/ads/settings
• Google's Ad Settings at adssettings.google.com
• Your device's privacy settings

We will add a cookie consent banner to our website in accordance with best practice. Until that is in place, using our website constitutes acceptance of the cookie practices described in this clause.

12.1 Right of Access

You have the right to ask us what personal information we hold about you and to receive a copy of it. To make an access request, email privacy@lifeservicesaustralia.com. We will respond within 30 days. We may ask you to verify your identity before providing access. Access is provided free of charge in most circumstances.

12.2 Right of Correction

If you believe any information we hold about you is inaccurate, out of date, incomplete, irrelevant, or misleading, you can ask us to correct it. We will take reasonable steps to correct the information promptly. If we do not agree that the information requires correction, we will tell you why and note your request.

12.3 Right of Deletion

You can ask us to delete your personal information. We will consider your request and delete information where we are not legally required to retain it. We may be required to retain certain information (such as financial records and tax documents) for 7 years under Australian law. We will tell you if we are unable to delete information and why.

12.4 Right to Opt Out of Marketing

You have the right to opt out of direct marketing communications at any time. See clause 10 for how to opt out.

12.5 Right to Complain

If you believe we have breached the Australian Privacy Principles, you have the right to:

• Make a complaint to us directly: privacy@lifeservicesaustralia.com. We will acknowledge your complaint within 5 Business Days and aim to resolve it within 30 days.
• If you are not satisfied with our response, you can make a complaint to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or by calling 1300 363 992.