Privacy Policy
Effective date: 5 May 2026
Car Lovers Express is operated by Carwash Pro Pty Ltd (ABN 37 642 040 319 / ACN 642 040 319) and its related entities CWP Hunter Pty Ltd and CWP Tuncurry Pty Ltd (collectively, “we”, “us”, or “Car Lovers Express”). We respect your privacy and are committed to handling your personal information in line with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles.
This policy explains what information we collect, how we use it, who we share it with, and how you can access, correct, or request deletion of it.
1. What information we collect
We only collect the information we need to deliver our wash services, run our membership program, and communicate with you about our offers. The categories of personal information we collect are:
- Identification & contact details — your name, email address, mobile phone number, and the postcode of your home or work suburb.
- Vehicle information — registration plate, vehicle make, model, year, and colour. We use plate recognition (ANPR) cameras at our sites to identify members and recognise repeat customers.
- Wash and visit history — the sites you visit, the wash packages you purchase, dates and times of visits, and any vouchers or promotions you redeem.
- Membership and payment information — your Infinity Wash Club status, billing cycle, and limited card details (last 4 digits and expiry only — full card numbers are stored by our payment processor, not by us).
- Marketing engagement — whether you open our emails or click links, whether you reply to our SMS messages, and survey responses you choose to share.
- Technical data — when you use our website or landing pages, our analytics tools collect your device type, browser, referring source, and the pages you view.
2. How we collect it
We collect information directly from you when you:
- Sign up for our Free First Wash promotion through our landing pages or our website.
- Join the Infinity Wash Club at one of our kiosks, on our website, or with one of our team members.
- Buy a single wash, gift card, or wash credit through our kiosks or website.
- Reply to one of our SMS or email messages, leave a Google review, or complete a survey we send you.
We also collect plate, visit, and wash data automatically when your vehicle drives through one of our wash bays.
3. How we use it
We use your personal information to:
- Deliver the wash service you’ve purchased and operate your wash club membership.
- Recognise you as a returning customer or member when your vehicle visits a site.
- Send you transactional messages (receipts, membership renewals, payment failure notices, voucher confirmations).
- Send you marketing offers and promotions, such as the Free First Wash promotion, member-exclusive discounts, and seasonal offers — only where you’ve consented or where we’re permitted to under Australian law.
- Run win-back campaigns to invite lapsed customers back, and exclude existing members from acquisition advertising so we don’t waste your time with offers that don’t apply to you.
- Improve our wash quality, site operations, and customer experience through aggregated and de-identified analytics.
- Comply with our legal obligations, prevent fraud, and resolve disputes.
4. Who we share it with
We never sell your personal information. We share limited information with carefully selected service providers who help us run Car Lovers Express. Each provider is contractually required to use your information only for the purpose we’ve engaged them for.
| Service provider | What they help us with | What they receive |
|---|---|---|
| DIA Pulse | Our core car wash management system — handles memberships, payments, and visit records. | Full customer profile (name, email, phone, plate, payment, visit history). |
| Klaviyo | Sends our marketing and transactional emails and SMS messages. | Name, email, phone, voucher and visit history relevant to the message. |
| Podium | Manages our SMS conversations, customer surveys, and Google review responses. | Name, phone, and the conversation history with our team. |
| Meta (Facebook & Instagram) | Lets us run advertising and exclude existing members from acquisition campaigns. | A one-way upload of your hashed (encrypted) email and phone number — Meta cannot reverse the hash to read your details. Used only for audience matching. |
| Google (Google Ads & Google Analytics) | Lets us run advertising, measure campaign performance, and exclude existing members from acquisition campaigns. | A one-way upload of your hashed email and phone number for Customer Match audiences. Anonymised website analytics for Google Analytics. |
| Make.com & Google Cloud (BigQuery) | Our automation and data warehouse platforms — keep our customer records in sync across the systems above. | The information we already collect, processed in line with this policy. |
| Instapage | Hosts the landing pages where you sign up for our Free First Wash and other offers. | The form fields you submit (name, email, phone, plate, postcode). |
| Payment processors (Worldpay, Stripe, others as applicable) | Process your card payments securely. | Card details — held by the processor, not by us. We only see the last 4 digits and expiry. |
We may also disclose your information where we’re required to by law (for example, in response to a court order or a lawful request from an Australian regulator).
5. International data transfers
Some of our service providers (Meta, Google, Klaviyo, Make.com, Instapage) store data outside Australia, primarily in the United States and the European Union. Where we send your information overseas we take reasonable steps to ensure the recipient handles it consistently with the Australian Privacy Principles.
6. How we store and protect your information
Your information is stored on cloud infrastructure provided by Google Cloud (in Australia), DIA Pulse, and the third-party providers listed above. We use industry-standard security controls including encryption in transit and at rest, role-based access controls, and audit logging.
We retain your information for as long as you remain a customer or member, plus an additional 24 months for marketing and tax-record purposes. After that, we de-identify or delete it.
7. Your rights
Under Australian privacy law you have the right to:
- Access the personal information we hold about you.
- Correct any information that’s inaccurate, out of date, or incomplete.
- Withdraw your consent to receive marketing — you can do this any time by replying STOP to any of our SMS messages, clicking “unsubscribe” in any email, or contacting us at the email below.
- Make a complaint if you believe we’ve mishandled your information.
How to request deletion of your data
If you’d like us to delete the personal information we hold about you, please email support@carloversexpress.com.au with the subject line “Data deletion request” and include:
- Your full name
- The email address and mobile number you used with us
- The vehicle registration plate associated with your account (if any)
We’ll confirm receipt within 2 business days and complete the deletion within 30 days. Where we’re legally required to retain certain records (for example, financial transaction records under the Income Tax Assessment Act 1997), we’ll let you know which records we must keep and for how long.
If your request relates specifically to data we’ve shared with Meta or Google for advertising, those audiences are also refreshed daily — your records will drop out of any matched advertising audiences within 24–48 hours of deletion from our systems.
8. Cookies and online tracking
Our website (carloversexpress.com.au) and our landing pages use cookies and similar tracking technologies, including Google Analytics, the Meta Pixel, and the Google Ads tag. These help us measure how our site is performing and which campaigns are bringing customers in.
You can opt out of these cookies through your browser settings or by using the opt-out tools provided by Google and Meta directly.
9. Children
Our services are intended for licensed drivers (16+ in Australia). We do not knowingly collect personal information from children under 16. If you believe a child has provided us with their information, please contact us and we’ll delete it.
10. Changes to this policy
We may update this policy from time to time as our services and legal obligations change. The “Effective date” at the top will reflect the date of the most recent update. Material changes will be communicated to active members by email.
11. Contact us
For any privacy-related question, complaint, or request:
- Email: support@carloversexpress.com.au
- Post: Privacy Officer, Carwash Pro Pty Ltd, Suite 25, 25–27 Hay Street, Port Macquarie NSW 2444, Australia
If you’re not satisfied with how we’ve handled your concern, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or 1300 363 992.