Privacy Policy

1. What personal information we collect

Depending on how you interact with CrateHouse, we may collect information including:

• your name;
• phone number;
• email address;
• residential or billing address;
• company or business name, where applicable;
• information about the items or amount of storage you require;
• the approximate number of luggage items, crates or other storage items you intend to store;
• details about your stored crates or items;
• crate numbers, check-in and check-out information and storage status;
• customer account information;
• signed Storage Agreements, acknowledgements and other documents;
• records of communications with us by phone, email, SMS or through our online systems;
• enquiries, support requests and other information you choose to provide;
• payment and transaction information provided to us by our payment provider;
• website and advertising interaction information; and
• CCTV and surveillance recordings captured at our facility.

We do not intentionally collect health information or other sensitive personal information as part of our normal services.

Please avoid providing sensitive personal information unless it is genuinely necessary.

2. Website and enquiry information

When you complete a form on the CrateHouse website or one of our landing pages, we may collect information such as:

• your name;
• phone number;
• email address;
• a rough description of what you want to store; and
• the approximate number of luggage items or other storage items involved.

We use this information to respond to your enquiry, help determine which CrateHouse service may suit you and follow up with you about your storage requirements.

Our website forms and customer communications may be managed through GoHighLevel.

3. Customer accounts and storage information

Customers create an account through the CrateHouse customer management system.

We may use this system to store information relating to:

• your customer profile;
• your storage arrangement;
• assigned crates or storage items;
• storage commencement and status;
• agreements and policies you have accepted;
• invoices and payment records;
• access and collection activity; and
• other information required to manage your storage service.

Customers may also enter free-text notes about the contents of individual crates.

These contents notes are stored within the CrateHouse system database but are not ordinarily visible to staff through normal staff-facing interfaces. They may only be accessed where reasonably necessary for matters such as technical administration, troubleshooting, security, responding to a customer request, legal compliance or resolving an issue with the system.

4. Payment information

CrateHouse uses Stripe to process customer payments.

Your full payment card details are entered into and processed by Stripe. CrateHouse does not receive or store your full card number.

Stripe may provide CrateHouse with limited information required to manage your account and payments, such as:

• payment status;
• transaction amounts;
• transaction or payment identifiers; and
• other limited payment-related information.

Stripe handles payment information in accordance with its own privacy and security practices.

5. How we collect personal information

We generally collect personal information directly from you when you:

• submit a website or advertising form;
• contact us by phone, email or SMS;
• create a CrateHouse customer account;
• complete the online onboarding process;
• sign or accept a Storage Agreement or related policy;
• arrange storage, delivery, collection or access;
• use the customer portal;
• make a payment;
• visit our facility;
• communicate with our staff; or
• interact with our website, advertisements or digital communications.

We may also receive limited personal information from service providers that help us operate CrateHouse, such as payment, communications, analytics and advertising platforms.

6. Why we collect and use personal information

We may collect, hold and use personal information to:

• provide CrateHouse storage services;
• create and manage customer accounts;
• assign and manage crates and stored items;
• arrange deliveries, collections, access and re-delivery;
• process payments and manage billing;
• provide invoices and other account records;
• communicate with customers about their storage;
• respond to enquiries and customer support requests;
• administer Storage Agreements and related policies;
• maintain records of customer interactions;
• improve our website, customer portal and services;
• understand how customers use our website;
• measure the effectiveness of advertising;
• provide relevant advertising and remarketing;
• send marketing communications where permitted;
• protect the safety and security of customers, staff, property and stored goods;
• investigate incidents, disputes, suspected fraud, theft or misuse;
• recover amounts owing to CrateHouse;
• establish, exercise or defend legal rights; and
• comply with legal and regulatory requirements.

7. Email, SMS and marketing communications

CrateHouse may use your contact information to send communications relating to:

• enquiries you have submitted;
• your customer account;
• storage arrangements;
• payments and invoices;
• delivery or collection;
• access requests;
• service notices; and
• other operational matters.

We may also send promotional emails or SMS messages where you have consented to receive them or where we are otherwise permitted to do so by law.

Marketing communications may include information about CrateHouse services, offers, storage options or other relevant updates.

You can opt out of marketing communications at any time by:

• using the unsubscribe link in an email;
• following the opt-out instructions in an SMS;
• replying STOP where that option is provided; or
• contacting CrateHouse.

Opting out of marketing does not prevent us from sending important non-marketing communications relating to an existing account, payment, booking or storage service.

8. Website cookies, analytics and advertising

The CrateHouse website may use cookies, pixels and similar technologies.

These may collect information such as:

• IP address;
• browser type;
• device information;
• pages viewed;
• time spent on pages;
• referring websites;
• interactions with website features;
• form or conversion activity; and
• advertising interactions.

CrateHouse may use services including:

• GoHighLevel;
• Google Analytics;
• Google Ads; and
• Meta Pixel.

We use these tools to understand website use, improve our services, measure advertising performance and show advertising that may be more relevant to people who have previously interacted with CrateHouse.

Google, Meta and other advertising providers may process information collected through these technologies in accordance with their own privacy policies and platform settings.

You may be able to restrict cookies or tracking through your browser, device, advertising account or other privacy settings. Restricting some technologies may affect the functionality of parts of the website.

9. Customer relationship management and communications providers

CrateHouse uses third-party technology services to help operate the business. These may include:

GoHighLevel

Used for website forms, lead and customer relationship management, email and SMS communications, sales notes, automations and related activity.

Google Workspace

Used for business email and related communications.

Postmark / ActiveCampaign services

Used to deliver automated or transactional email communications.

Stripe

Used to securely process payments.

Google services

Used for website analytics, advertising measurement and advertising.

Meta

Used for advertising, conversion measurement and remarketing.

We may also use hosting, database, infrastructure and technical service providers to operate the CrateHouse website and custom customer management system.

We provide these service providers with information only to the extent reasonably required for them to provide their services to us.

Their handling of information may also be governed by their own privacy policies and contractual obligations.

10. When we may disclose personal information

We may disclose personal information where reasonably necessary to:

• technology and cloud service providers;
• payment processors;
• communications providers;
• analytics and advertising providers;
• professional advisers such as lawyers or accountants where required;
• delivery or collection providers if CrateHouse engages a third party to perform a service;
• government agencies, regulators, courts or law enforcement where required or authorised by law;
• protect the safety, rights or property of CrateHouse, our customers or another person;
• investigate suspected unlawful activity, fraud or security incidents; or
• establish, exercise or defend a legal claim.

We do not provide third parties with access to personal information simply because they request it.

11. Overseas storage and processing

Some of the technology providers used by CrateHouse operate internationally.

As a result, personal information may be stored, processed or accessed outside Australia, including in the United States and potentially other countries in which our service providers or their subprocessors operate.

This may occur through services such as GoHighLevel, Stripe, Google, Meta, Postmark and other cloud or technology infrastructure providers.

The exact locations used by these providers may change over time.

Where applicable privacy laws require us to do so, we take reasonable steps in relation to the handling of personal information by overseas service providers.

12. CCTV and facility surveillance

CrateHouse uses CCTV at its East Perth facility for security and safety purposes.

The surveillance system may be activated when a person comes within view of a camera and may record video and audio.

Recordings may be used for purposes including:

• protecting customers, staff and property;
• monitoring facility security;
• investigating theft, damage or security incidents;
• investigating accidents or safety incidents;
• resolving disputes;
• preventing or detecting unlawful activity; and
• complying with legal requirements.

Access to surveillance recordings is restricted to circumstances where there is a legitimate operational, security, legal or safety reason to review them.

The retention period for CCTV footage may vary depending on system settings, storage capacity, operational requirements and whether footage is required for an incident, dispute, investigation or legal purpose.

CCTV footage may be retained for longer where reasonably necessary in connection with a particular incident.

13. How we protect personal information

CrateHouse takes reasonable steps to protect personal information against:

• loss;
• misuse;
• interference;
• unauthorised access;
• unauthorised disclosure; and
• unauthorised modification.

Security measures may include:

• controlled access to business systems;
• individual customer accounts;
• access controls within our customer management system;
• secure cloud and software providers;
• restricted access to customer information; and
• separating payment-card processing from CrateHouse's own systems through Stripe.

No online or electronic system can be guaranteed to be completely secure.

Customers are responsible for keeping their account login details and passwords confidential.

14. How long we keep information

CrateHouse does not currently apply one fixed retention period to every category of personal information.

We retain personal information for as long as it is reasonably required to:

• provide our services;
• maintain customer and business records;
• administer an account;
• comply with tax, accounting and legal requirements;
• resolve disputes;
• enforce agreements;
• maintain security records; and
• protect our legitimate business interests.

When personal information is no longer reasonably required and we are not legally required to retain it, we may delete, destroy or de-identify it where practicable.

Certain records may need to be retained after a customer stops using CrateHouse.

15. Accessing and correcting your information

You may request access to personal information CrateHouse holds about you or ask us to correct information that is inaccurate, incomplete or out of date.

Some customer information can also be viewed or updated through the CrateHouse customer portal.

To request access or correction, contact:

We may need to verify your identity before providing access to personal information.

There may be circumstances where we are unable or not required to provide access to particular information. Where appropriate, we will explain the reason.

CrateHouse does not hold your full payment card details. Requests concerning full card information may need to be directed to Stripe.

16. Privacy complaints

If you have a concern about how CrateHouse has handled your personal information, please contact us.

Please provide enough information for us to understand and investigate your concern.

We will review privacy complaints and respond within a reasonable period.

If you remain dissatisfied and applicable Australian privacy law gives you the right to do so, you may also be able to raise your concern with the Office of the Australian Information Commissioner (OAIC).

Information about privacy complaints is available at: www.oaic.gov.au

17. Customers under 18

CrateHouse customer accounts are intended for people aged 18 years or over.

We do not knowingly enter into storage arrangements directly with customers under 18.

If we become aware that personal information has been provided by a person under 18 in circumstances where it should not have been collected, we will take reasonable steps to address the matter.

18. Sensitive information

CrateHouse does not ordinarily request or intentionally collect sensitive information such as health information, racial or ethnic information, religious beliefs or similar sensitive personal information.

Please avoid including sensitive information in enquiry forms, crate notes or other free-text fields unless it is genuinely necessary.

If sensitive information is provided to us unexpectedly, we will handle it appropriately having regard to the circumstances and applicable law.

19. Automated decisions

CrateHouse uses software and automation to assist with activities such as:

• sending emails and SMS messages;
• managing enquiries;
• recording customer activity; and
• administering customer accounts.

CrateHouse does not currently use automated systems to make decisions that significantly affect a customer's rights or interests, such as automatically deciding whether a person may become a customer, automatically changing an individual customer's price, or automatically terminating a customer's storage arrangement based on their personal information.

If our use of automated decision-making changes materially, we may update this Privacy Policy.

20. Changes to this Privacy Policy

CrateHouse may update this Privacy Policy from time to time to reflect:

• changes to our services;
• changes to the technology we use;
• changes to the way we handle personal information; or
• changes to legal or regulatory requirements.

The current version will be made available on the CrateHouse website.

The effective date at the top of this page will be updated when the policy is materially changed.

21. Contact CrateHouse

For questions, requests or complaints relating to privacy, contact: