Privacy Policy

This privacy policy applies to Muval Holdings Pty Ltd ACN 638 157 329 and its subsidiaries including Muval Pty Ltd ACN 611 512 559, Muval Cover Pty Ltd ACN 638 157 874 and Movepro Software Pty Ltd ACN 684 991 697 ( Muval , we or us ).

The websites https://www.muval.com.au and https://www.movepro.com and their associated subdomains ( Sites ) are owned and operated by us.

We understand that your privacy is important to you. We are committed to protecting the privacy of all users of our Sites and services in accordance with the Australian Privacy Principles as contained in the Privacy Act 1988 (Cth) ( Privacy Act ).

This Privacy Policy describes how we collect, use, store and disclose your Personal Information.

It should be read together with our Website Terms of Use (available at: https://www.muval.com.au/terms-of-use and https://www.movepro.com/terms-and-conditions) and Cookie Policy (available at: https://www.muval.com.au/cookie-policy and https://www.movepro.com/cookie-policy).

Personal Information is defined in the Privacy Act to mean information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether the information or opinion is true or not, and whether the information or opinion is recorded in a material form or not.

Personal information can include sensitive information. Sensitive information is defined in the Privacy Act as information or an opinion about a person's race, ethnic origin, political opinions, membership of political associations or trade associations, religious or philosophical beliefs, sexual orientation or practices, criminal record, health information, genetic information about an individual that is not otherwise health information, biometric information that is used for the purpose of automated biometric verification or biometric identification and biometric templates.

BY PROVIDING PERSONAL INFORMATION TO US, YOU CONSENT TO OUR COLLECTION, USE, STORAGE AND DISCLOSURE OF YOUR PERSONAL INFORMATION IN ACCORDANCE WITH THIS PRIVACY POLICY AND ANY OTHER CONTRACTUAL ARRANGEMENTS THAT APPLY BETWEEN US.

We may change this Privacy Policy from time to time by publishing the varied policy on our Sites, at which time it will become effective immediately.

We encourage you to check our Sites regularly to ensure that you are aware of our current Privacy Policy.

1. What Personal Information do we collect?

We may collect the following types of Personal Information when you use our Sites or services, or as part of an application for employment:

• name;
• mailing and street address;
• email address;
• telephone number and other contact details;
• address at the location you are moving to;
• employer and/or place of business;
• credit card information;
• if you register an account on our Sites, your account details;
• information about the way you use our Sites and services, including current and past bookings;
• feedback about you or which you have provided;
• any additional information relating to you that you provide to us directly or indirectly through your use of our Sites or services; and
• if you apply for employment with us, information provided as part of your application in including education, experience and references.

We may collect Personal Information either directly from you, or from third parties including our contractors or suppliers.

We may collect this information when you:

• access and use our Sites and services and interact with content;
• register on our Sites;
• communicate with us through our Sites, correspondence, chats, email, or when you share information with us via other services;
• inquire about or apply for a job or position with us; and/or
• inquire about or invest in our business.

2. Why do we collect, use and disclose Personal Information?

We may collect, hold, use and disclose your Personal Information to:

• enable you to access and use our Sites and services;
• facilitate communication between us, you and other users of our Sites ( User );
• administer or enforce our Website Terms of Use, any of our other terms and conditions that you accept, and agreements with third parties;
• share any testimonials or feedback you have given in relation to Muval, the Sites, our services or a User;
• operate, protect, improve and optimise our Sites and services, business and our users’ experience, such as to perform analytics, conduct research and for advertising and marketing purposes;
• facilitate the delivery of any third party products or services that you may purchase through our Sites or services;
• to select advertisements that may be displayed to you on our Sites;
• if you choose to use our Wattson AI service, to leverage OpenAI to use new home information to find energy deals;
• send you information about our services, support and administrative messages, reminders, technical notices, updates, security alerts, and other information requested by you;
• comply with our legal obligations;
• resolve disputes or complaints relating to the Sites or services;
• consider your employment application or business/investment proposal; and
• send you marketing and promotional messages and other information that may be of interest to you, including information sent by, or on behalf of, our business partners that we think you may find interesting, or share your Personal Information with our business partners who offer goods or services that we think may be of interest to you;
• audit and monitor the Sites and our services;
• protect our rights and property;
• investigate or report suspected unlawful activity;
• protect someone's life, health, safety or welfare; and
• to comply with a law or regulation, or a court order or other legal process.

We never use sensitive information for direct marketing purposes.

A failure by you to provide information requested by us may mean that we are unable to provide some or all of our services to you.

3. To whom, and when, do we disclose Personal Information?

We may disclose your Personal Information for the purposes described in this Privacy Policy to:

• our staff, agents, representatives or professional advisers at the time you contact us to inquire about our services, when we provide services or any other relevant time;
• a moving company you have booked or inquired about, or a customer who has booked or inquired about your moving services, through our Sites;
• third party suppliers and service providers in connection with providing our Services to you;
• payment systems operators, when processing card payments;
• if you choose to use our Wattson AI service, your new home address is provided to OpenAI;
• anyone to whom it is proposed our assets or businesses (or any part of them) are transferred, at or prior to such transfer;
• third party advertisers of goods or services on our Sites;
• specific third parties authorised by you to receive Personal Information held by us, in accordance with your authorisation; and/or
• other persons, including government agencies, regulatory bodies and law enforcement agencies, or as required, authorised or permitted by law, at any relevant times.

4. Cookies

We may use cookies and similar technologies for a number of purposes including to access your information when you use our Sites and services, to keep track of your preferences, direct specific content to you, for analysis of our user base, and to improve our services.

We will handle any Personal Information collected by cookies in the same way that we handle all other Personal Information as described in this Privacy Policy.

More details can be found in our Cookie Policy (available at: https://www.muval.com.au/cookie-policy and https://www.movepro.com/cookie-policy).

5. Phone calls

Calls to our service number may be recorded or monitored for quality, verification and training purposes.

If you do not wish to have your call recorded, you will be given the option to either end the call or ask to be transferred to another line where monitoring or recording does not take place.

6. Storage and security

We store Personal Information in electronic form.

We take reasonable steps to protect your Personal Information from misuse, interference and loss, as well as unauthorised access, modification or disclosure and we use a number of physical, administrative, personnel and technical measures to protect your Personal Information.

However, we cannot guarantee the security of your Personal Information.

We recommend that you take all necessary precautions to protect your Personal Information while you are online, including installing appropriate operating system updates, browser updates, virus protection software and firewall software.

When we no longer need Personal Information for any purpose for which the information may be used or disclosed under the Australian Privacy Principles, we take reasonable steps to destroy the information or ensure that it is de-identified, except if Muval is required by law or a court or tribunal order to retain the Personal Information.

7. Government related identifiers

We do not use any government related identifiers, such as passport number or driver's licence number, as our own identifier of any individual.

We will not use or disclose any government related identifiers other than in accordance with the Privacy Act.

8. Third party sites and services

Our Sites may contain links to websites operated by third parties.

Those links are provided for convenience and may not remain current or be maintained.

Unless expressly stated otherwise, we are not responsible for the privacy practices of, or any content on, those linked websites, and have no control over or rights in those linked websites.

The privacy policies that apply to those other websites may differ substantially from this Privacy Policy, so we encourage you to read them before using those websites.

9. Disclosure outside of Australia

Our servers are located in Australia.

Our Sites are accessible globally and accordingly if you are looking to move overseas any Personal Information that you choose to share with other Users located outside of Australia may be disclosed outside of Australia.

In addition, if you are looking to move overseas or provide moving services to individuals currently located overseas, we may disclose Personal Information to our service providers and customers in the relevant location.

If you choose to use our Wattson AI service, your new home information is provided to OpenAI which is headquartered in San Francisco, United States of America.

We are unlikely to disclose your Personal Information outside of Australia other than in the circumstances outlined above.

You consent to any disclosure of your Personal Information outside of Australia on the understanding that if the overseas recipient handles the personal information in breach of the Australian Privacy Principles, the entity will not be accountable under the Privacy Act, and you will not be able to seek redress under the Privacy Act.

The overseas recipient may not be subject to privacy obligations or any principles similar to the Australian Privacy Principles.

You may not be able to seek redress in some overseas jurisdictions, and overseas recipients may be subject to a foreign law that could compel the disclosure of Personal Information to a third party, such as an overseas authority.

10. Automated decision making

Generally no personal information collected by us will be used by us in conjunction with the operation of a computer program or artificial intelligence to make a decision, or do a thing that is substantially and directly related to making a decision, that could reasonably be expected to significantly affect the rights or interests of an individual.

However if you choose to use our Wattson AI service, we leverage OpenAI to use your new home information to find you energy deals.

11. Opting out of direct marketing communications

You must cease using our Site if you no longer wish to receive advertising or marketing communications through our Site.

To otherwise opt out of receiving direct marketing communications from us, or to request that we do not disclose any of your personal information for the purpose of facilitating direct marketing by other organisations, please notify our Privacy Officer in writing and we will remove you from our marketing database.

The contact details for our Privacy Officer are provided below.

You can also use the "unsubscribe" function incorporated into our marketing correspondence to opt out of marketing communications.

12. Accessing, correcting or deleting your Personal Information

You can access the Personal Information we hold about you by contacting our Privacy Officer using the contact details provided below.

If you think that any Personal Information we hold about you is inaccurate, please contact our Privacy Officerand we will take reasonable steps to ensure that it is corrected.

Sometimes, we may not be able to provide you with access to all of your Personal Information, or to correct your Personal Information, and, where this is the case, we will tell you why.

Requests for access or correction may be refused upon the grounds set out in the Privacy Act.

We will also need to verify your identity when you request access to, or correction of, your Personal Information.

If you would like your Personal Information deleted from our platform, please contact us at the details provided below and your request will be actioned within 30 days subject to your identity being verified.

13. Complaints

A person who wishes to complain about a breach of the Australian Privacy Principles by Muval should contact our Privacy Officer using the details provided below.

Muval will not impose any charge for making a complaint, or for dealing with the complaint.

Once a complaint has been lodged, our Privacy Officer will acknowledge its receipt to you as soon as possible.

We will do our best to ensure that our investigation is completed, and a decision on your complaint is communicated to you, within 30 days from our receipt of the complaint.

We will contact you if we need more time.

You may also contact the Australian Information Commissioner:

Office of the Australian Information Commissioner
GPO Box 5218
SYDNEY NSW 2001
Telephone: 1300 363 992
Website: www.oaic.gov.au

Contact us

For further information about our Privacy Policy or privacy practices, to access, correct or delete your Personal Information, or to make a complaint, please contact our Privacy Officer using the details set out below:

Muval Pty Ltd
Email: [email protected]
Phone: 1800 204 061
Attention: Privacy Officer

These Terms last updated: June 19th, 2025