Customer information · Updated 30 September 2026
Privacy policy
We collect only the information reasonably needed to quote, book, verify, supply and administer a hire. Card details are entered on Stripe's secure checkout and do not pass through M&M's website.
What we collect
Name, phone, email, job address, booking details, equipment needs, relevant tow-vehicle details, agreement acceptance, a record that current photo ID was sighted and matched at handover, equipment condition photos, payment records and incident information. New online bookings do not collect licence photos or scans.
Why we collect it
To prepare quotes, confirm availability, assess safe supply and towing, enter and perform the hire agreement, issue invoices, protect equipment, respond to incidents, meet insurance requirements and comply with law.
Website bookings and enquiries
For an online booking, the site records the selected equipment, dates, pickup or delivery details, customer contact details, notes, acceptance of the terms, booking reference and booking or payment status. Unpaid checkout holds expire automatically. Website enquiries are stored in M&M's private owner portal so the full job details can be followed up. A shorter alert is sent through ClickSend where available, and transactional email may also be used.
Analytics and advertising measurement
The website records when a visitor taps a call or text button, together with the public page and time, so M&M can see which services generate enquiries. It does not store the visitor's phone number, message contents or the number contacted. Google Analytics and the Meta Pixel may measure public-page visits and the equipment, dates, checkout and payment steps. Only after Stripe confirms a paid booking does the success page send a purchase and booking-paid event with equipment, rate, hire value, refundable bond and an opaque transaction code. These services may receive browser, device, referrer, approximate location and cookie or advertising identifiers. M&M does not send customer notes, names, phone numbers, email addresses, booking references or Stripe session details to analytics tools, and analytics is disabled on owner and private-form pages.
Payments, bonds and alerts
Stripe processes the hire and separately shown refundable security bond in one card transaction and may send customer receipts. M&M receives booking, payment and refund identifiers, amounts and statuses, but not the full card number. An approved bond refund is sent to the original payment method. ClickSend may send booking and refund SMS alerts and Mailjet may send booking emails to the owner and customer. After a completed online hire, the refund text may include one optional request for an honest Google review. Cancelled hires do not receive that request. We do not send unrelated marketing texts through the booking flow.
ID and payment safety
Valid current photo ID is sighted and matched to the named hirer at pickup or delivery before release. A valid driver licence is sighted for trailer self-tow, and the named hirer must be present for a delivery handover. The owner records that these checks occurred without routinely photographing or scanning the ID. Card details are entered only on Stripe and never pass through M&M's website.
Use and disclosure
Information may be shared where reasonably necessary with Stripe, ClickSend, Mailjet, Google Analytics, Meta, insurers, identity providers, professional advisers, recovery or repair providers, authorities, or technology services used to operate the business. We do not sell customer lists.
Storage and deletion
Reasonable steps are taken to protect records from loss and unauthorised access. ID files submitted under the earlier booking process are removed if checkout expires or after the bond is returned. New bookings do not retain an ID image. Other business records are kept only as long as reasonably needed for the hire, insurance, tax, safety or legal purposes, then securely deleted or de-identified where practical.
Access and correction
Customers may ask what information M&M holds about them or request a correction. Some records may need to be retained by law or for a current dispute or insurance matter.
Contact
Call or text 0434 514 801. Privacy requests should identify the relevant booking and the information being requested. Do not send identity documents by text or email.