Privacy policy

Last updated 22 October 2026. Version 2026-10-22.6.

1. Who we are

Help'd is operated by Shadi David Alexander t/as Help'd Australia, ABN 95 696 795 435, of Victoria, Australia ("Help'd", "we", "us"). We follow the Australian Privacy Principles (APPs) in the Privacy Act 1988 (Cth). This policy covers the Help'd app, website (help-d.web.app) and our support channels.

You can contact us about privacy at any time at support@gethelpd.com.au.

2. What we collect

Everyone

• Account details: your name, email address and password. Your password is handled by Firebase Authentication and we never see it.
• Date of birth: to confirm you are 18 or over. It is private to your account.
• Agreements: which version of the Terms, Helper agreement and Privacy policy you accepted, and when.
• Location: the job address and map point when a Customer posts a job, and a Helper's location while they are online so we can match nearby jobs. With your permission, a Helper's live location is shared with their Customer from when they accept a job until they arrive. Location is only used while the app is open.
• Jobs and messages: job details, photos you choose to add to a job or chat, address, price, price change requests and explanations, status, start and safety codes, ratings, rating tags and comments, and chat messages.
• Safety records: reports you make or that are made about you, people you block, appeals, warnings and pauses.
• Payments: card details are collected and stored by Stripe, not by us. We keep only the card brand, last four digits and a Stripe reference.
• Offers: whether you have redeemed a Help'd Referral Program code.
• Helpers who do Gardening and lawn mowing, or Handyman jobs: your public liability insurance certificate, insurer, policy number and expiry date. Only you and authorised Help'd staff can see it. When you delete your account we delete the certificate photo straight away. We keep only the insurer name, policy number and dates for up to 7 years after your last job, in case of an insurance claim or legal dispute about a job, then delete them.
• Device and app: a notification address so we can alert you about your job, your app version, and small settings saved on your device (such as your last address, sound and theme settings). We do not use advertising cookies or tracking for advertising.
• Support: what you tell us through Help'd support or by email, including the topic you choose, the job it is about (if any) and your reference number. Support requests open an email to support@gethelpd.com.au from your own email app, and we keep a copy in Help'd so nothing gets lost. Support is answered by people, not chatbots.

Helpers also

• Business details: your full legal name, mobile number, ABN and home address. We need your home address and date of birth because the ATO requires platforms to report them with each Helper's earnings (section 6).
• Your photo and spot checks: a photo of your face taken with your phone's camera, and short selfie spot checks we ask for now and then when you go online, each with a simple action (like a thumbs up) so we know it was taken live. They are used only to confirm you are the person on the account and to show your Customer who is coming. A person at Help'd compares them by eye.
• Licences and checks: licence type and number, and any check the job type needs.
• Identity check (full version): a photo of your photo ID. A person at Help'd compares it with your photo by eye. We do not create biometric templates or use facial recognition software.
• Payout and tax details: Stripe collects your identity details, date of birth, address and bank account so you can be paid, and shares what is needed with us.
• Performance: your rating, acceptance rate, Rewards level, jobs completed and earnings shown in the app.

Some of this may be sensitive information, such as your face photo, an ID photo or a licence. We only collect it with your express consent (you tick a box before your photo is taken), and only because we need it to check who you are and what work you can lawfully do. You can withdraw your consent by deleting your account, but you cannot work as a Helper without a photo, because Customers rely on it for their safety.

3. How we collect it

Mostly directly from you, when you sign up, post or accept a job, chat, rate or contact us. We also collect information automatically from your device (such as location, with your permission), from other users (such as ratings and reports about you), and from service providers such as Stripe. We may check a Helper's ABN on the public ABN Lookup.

You do not have to give us your information, but if you don't, we may not be able to provide the service. For example, we cannot find you a Helper without a job location, or pay a Helper without their payout details. You cannot use Help'd anonymously or under a false name, because Customers and Helpers need to be able to trust who they are dealing with.

4. Why we use it

• To run Help'd: create your account, match Customers with Helpers, show job details, run chat, live location and arrival alerts, and send notifications.
• To take and pass on payments, and to calculate fees and Rewards.
• To check that everyone is 18 or over, and to check Helpers' identity, photo, ABN and licences, including spot checks so nobody else can use a Helper's account.
• To keep people safe: look into reports, prevent fraud and misuse, apply the Helper standards and appeals, and deal with disputes.
• To give support and tell you about important changes, such as changes to these policies.
• To improve the service, using information that is grouped or de-identified where we can.
• To meet our legal duties, including tax reporting (section 6) and responding to lawful requests.

We will only send you marketing messages if you agree, and every marketing email will have an easy way to unsubscribe. Messages about your account and your jobs are not marketing.

5. Who can see what

• A Helper sees a Customer's first name, job details, photos, job address and Customer rating when they are offered a job, and the Customer's notes after they accept.
• A Customer sees the Helper's first name, rating and photo once the Helper accepts their job, and their live location until they arrive. The photo is shown only on that job, so the Customer can check who comes to the door.
• The two people on a job can read that job's chat and photos.
• Your email address, phone number, date of birth, home address, ABN, ID and licence details are never shown to other users. Spot check selfies and verification documents are seen only by the Help'd staff who review them.

6. Who we share it with

• Service providers who help us run Help'd: Google (Firebase hosting, sign in, database, file storage, notifications, Google Maps and Google Fonts), Stripe (payments, payouts and identity checks for payouts) and OpenStreetMap Nominatim (turning a location into an address, only when that feature is used). They may only use your information to provide their services to us, under their own privacy terms.
• The Australian Taxation Office: under the Sharing Economy Reporting Regime, we are required to report information about Helpers and the payments they receive through Help'd to the ATO twice a year. This can include a Helper's name, date of birth, address, email, phone number, ABN, bank account details, and amounts paid and fees charged.
• Police, regulators, courts and others where the law requires or allows it, or where we reasonably believe it is necessary to lessen or prevent a serious threat to someone's life, health or safety.
• Professional advisers (such as lawyers and accountants) under a duty of confidentiality, and a business that takes over Help'd, which would have to protect your information in the same way.

We do not sell, rent or trade your personal information.

7. Overseas storage and processing

Our app's server code runs in Google's Sydney data centre, and we store information in Australia where we can. Some of our providers, including Google and Stripe, store or process information overseas, including in the United States and other countries where they operate. We take reasonable steps to make sure these providers protect your information in line with the Australian Privacy Principles.

8. Automated decisions

Some decisions in Help'd are made by computer programs, using the rules set out in our Terms and Helper agreement. We want you to know what they are.

Decisions made by software alone

• Which Helper is offered a job first. This uses the job's location and type, which Helpers are online and nearby, their job types, licence approvals, Helper standards status, people who have blocked each other, and whether the Customer asked for a Helper they have used before.
• A Helper's Rewards level and fee. This uses jobs completed and ratings.
• Pausing a Helper for 6 months when their rating or acceptance rate falls under 80%. This uses their ratings, the jobs they accepted and passed, and when. A person at Help'd decides every appeal.
• Whether a referral code applies to a job, and whether a price change over 70% needs a safety code.
• Whether a Helper can go online, based on whether they have accepted the Helper agreement, saved a valid ABN and home address, and have a photo that has not been rejected.
• When to ask a Helper for a spot check selfie. This uses the time of their last check and a random choice. Whether the selfie matches is always decided by a person.
• Whether a person can create an account, based on the date of birth they enter (they must be 18 or over).
• Sending a Customer a warning when their rating from Helpers falls under 80% after at least 5 ratings. This uses the ratings Helpers gave them.

Decisions where software helps a person decide

• Removing a Customer whose poor ratings or reports continue after a warning. The software shows the ratings; a person makes the decision.
• Looking into reports and disputes, where the job record, chat and photos are used by a person.

These decisions do not use health information, biometric information or your race, religion or other sensitive characteristics. If you think a decision is wrong, email support@gethelpd.com.au and a person will look at it. Paused Helpers can also appeal in the app.

9. Keeping it safe

We use encrypted connections, and our providers encrypt stored information. Strict database access rules mean people can only reach their own information and the jobs they are part of: your date of birth and home address can only be read by you, not even by other users or by a job's Customer or Helper. Only staff accounts that we approve one by one can see Helper photos and spot checks, and nobody can make themselves staff. New accounts need a password of at least 8 characters with letters and numbers. No system is perfectly secure, so please keep your password safe and tell us straight away if you think your account has been misused.

If there is a data breach that is likely to result in serious harm, we will tell the people affected and the Office of the Australian Information Commissioner (OAIC), as the Notifiable Data Breaches scheme requires.

10. How long we keep it

• Account information: while your account is open.
• Job, payment and tax records: for at least 5 years after the job, as Australian tax law requires, and longer if needed for a dispute or legal claim.
• Date of birth and home address: while your account is open, then deleted, except where the same details form part of tax records we must keep.
• Your photo: while your account is open, then deleted. A copy shown on a job is kept with that job's record.
• Spot check selfies: 90 days once a person has confirmed they match. A selfie that did not match is kept while we deal with it, and no longer than 2 years.
• Verification photos and documents: deleted when you delete your account, or sooner once they are no longer needed.
• Appeals (your words, reference code and our decision): 2 years, so we can show they were handled fairly.
• Support requests: 2 years, so we can follow up and show they were handled fairly.
• Reports and safety records: as long as reasonably needed to keep people safe, and no longer than 7 years.

When we no longer need information, we delete it or de-identify it.

11. Your rights and choices

• Access: you can see most of your details in the app, and download a copy under Settings, Download my data. You can also ask us for other information we hold about you.
• Correction: you can update your details in the app, or ask us to correct anything that is wrong, out of date or misleading.
• Deletion: you can delete your account in the app under Settings, then Delete account. Some records must be kept for the time the law requires (section 10).
• Location: you can turn off location in your phone settings, or turn off live location sharing in Settings. You can type an address instead, but Helpers cannot be matched with jobs while their location is off.
• Marketing: you can unsubscribe at any time.

We will reply to access and correction requests within 30 days. We do not charge for a request. If we refuse, we will tell you why in writing and how to complain.

12. Children

Help'd is only for people aged 18 and over, and everyone gives their date of birth when they sign up. We do not knowingly collect information from anyone under 18. If you think a child has an account, tell us and we will remove it.

13. Information about other people

If you give us information about someone else, for example in a job description, a photo or a report, please only include what is needed and make sure you are allowed to share it. Do not post photos of other people without their permission.

14. Changes to this policy

We may update this policy. We will tell you in the app before a significant change takes effect, and you may be asked to read and agree to the new version. The date at the top shows when it was last updated.

15. Questions and complaints

Email support@gethelpd.com.au with any question or complaint about privacy. Please tell us what happened and how you would like it fixed. We will confirm we have received it within 7 days and aim to respond in full within 30 days.

If you are not happy with our response, you can complain to the Office of the Australian Information Commissioner: oaic.gov.au, phone 1300 363 992.