Privacy Policy

Last updated: 21 September 2026

Scratch HQ respects your privacy and is committed to protecting the personal information you provide to us.

This Privacy Policy explains how Scratch HQ collects, uses, stores and protects personal information when you visit our website, request a quote, contact us, or use our services.

1. Who We Are

Scratch HQ provides mobile vehicle repair services across Sydney, including car scratch repair, bumper repairs, dent repairs, wheel and rim repairs, and other cosmetic vehicle repairs.

For privacy-related questions or requests, you can contact us using the details provided on our website.

2. Information We Collect

Depending on how you interact with us, we may collect information such as:

• Your name
• Phone number
• Email address
• Vehicle make, model and other vehicle details
• Your suburb or service location
• Photos of your vehicle or damaged areas
• Details about the repair or service you are requesting
• Information you provide when requesting a quote
• Messages, enquiries and other communications you send to us
• Booking and service information
• Payment and transaction information where required to process a service
• Information about how you use our website, such as IP address, browser type, device information and pages visited

We generally collect personal information directly from you when you submit a form, request a quote, contact us, book a service, or communicate with us.

We may also collect certain technical information automatically when you use our website through cookies, analytics tools and similar technologies.

3. How We Use Your Information

We may use the information we collect to:

• Respond to enquiries and quote requests
• Provide and manage our services
• Contact you about your enquiry or booking
• Assess vehicle repair requirements
• Arrange mobile repair services at your requested location
• Process payments and maintain business records
• Provide customer service
• Improve our website, services and customer experience
• Understand website traffic and usage
• Send service-related communications
• Send marketing communications where permitted and where you have provided consent
• Prevent fraud, misuse or security issues
• Meet our legal and regulatory obligations

We will only use personal information for purposes that are reasonably related to our business activities and the services we provide.

4. Vehicle Photos and Information

When requesting a quote or service, you may provide photographs of your vehicle or damaged areas.

We may use these photographs to:

• Assess the type and extent of damage
• Prepare a quote
• Determine the appropriate repair service
• Communicate with you about your requested service
• Keep records relating to the service provided

Where appropriate, we may also use photographs of completed repair work for business and marketing purposes. We will take reasonable steps to avoid publishing information that identifies you unless you have provided permission or it is otherwise permitted by law.

5. Cookies and Website Analytics

Our website may use cookies and similar technologies to improve website functionality, understand how visitors use our website, and measure website performance.

These technologies may collect information such as:

• Pages visited
• Approximate location
• Device and browser information
• Referral source
• Time spent on pages
• Website interactions

We may use third-party analytics, advertising or website technologies for these purposes.

You can generally control or disable cookies through your browser settings. Disabling cookies may affect some website functionality.

6. When We Share Personal Information

We do not sell your personal information.

We may disclose personal information where reasonably necessary to operate our business and provide our services. This may include sharing information with:

• Service providers who help us operate our website or business
• Website hosting and technology providers
• Payment processors
• Website analytics providers
• Marketing or communications platforms
• Professional advisers where reasonably necessary
• Government authorities or regulators where required by law
• Other parties where you have provided consent or disclosure is otherwise permitted or required by law

We only disclose information where there is a legitimate business, service, legal or operational reason to do so.

7. Overseas Disclosure

Some third-party technology, hosting, analytics, payment or business service providers we use may store or process information outside Australia.

Where personal information is disclosed to an overseas recipient, we take reasonable steps to ensure that it is handled in accordance with applicable privacy requirements.

The countries in which particular service providers are located may change as our technology providers and business systems change.

8. How We Store and Protect Personal Information

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

Depending on the type of information, safeguards may include access controls, secure systems, passwords, authentication measures and other appropriate security practices.

However, no method of transmitting or storing information online can be guaranteed to be completely secure.

9. How Long We Keep Personal Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including providing services, maintaining business records, resolving disputes, meeting legal obligations and protecting our legitimate business interests.

When personal information is no longer required, we take reasonable steps to securely delete or de-identify it, where appropriate.

10. Accessing or Correcting Your Information

You may request access to personal information we hold about you.

You may also ask us to correct information if you believe it is inaccurate, incomplete, out of date or misleading.

To make a request, contact us using the contact details provided on our website.

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

11. Privacy Complaints

If you believe we have handled your personal information in a way that does not comply with applicable privacy laws, you can contact us and make a privacy complaint.

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

We will review your complaint and respond within a reasonable period.

If you are not satisfied with our response, you may be able to contact the Office of the Australian Information Commissioner (OAIC) for further assistance.

You can find information about privacy complaints on the OAIC website.

12. Third-Party Websites

Our website may contain links to third-party websites, including social media platforms or other external websites.

We are not responsible for the privacy practices, security or content of third-party websites.

We recommend reviewing the privacy policy of any third-party website before providing personal information.

13. Marketing Communications

If you provide your contact details and consent to receive marketing communications, we may occasionally send information about our services, promotions or other relevant updates.

You can unsubscribe from marketing communications at any time by following the unsubscribe instructions in the communication or contacting us directly.

Service-related communications, such as information about a quote or booking, may still be sent where necessary to provide the requested service.

14. Children

Our services and website are primarily intended for adults.

We do not knowingly collect personal information from children for purposes that are not reasonably necessary for providing our services.

If you believe a child has provided personal information to us unnecessarily, please contact us.

15. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business, website, technology, legal requirements or privacy practices.

When we make changes, we will update the "Last updated" date at the top of this page.

We encourage you to review this Privacy Policy periodically.

16. Contact Us

If you have questions about this Privacy Policy, want to access or correct your personal information, or wish to make a privacy complaint, please contact Scratch HQ through the contact details provided on our website.

Scratch HQ
Sydney, NSW, Australia

Website: https://scratchhq.au

Email: info@scratchhq.au

Phone: 0461 461 461