About this page
This page explains what you can remove from PlaceNest yourself, how to ask us to delete information or close your account, what we cannot delete and why, and how long it takes. It summarises the deletion parts of our Privacy Policy, which has the full details. If this page and the Privacy Policy ever differ, the Privacy Policy applies.
What you can remove yourself
When you are signed in, you can do these at any time:
- Edit or correct your profile details.
- Delete photos from your listings, and remove photos from a housing requirement you published.
- Archive a listing, parking space, lease transfer or housing requirement so that it is no longer advertised.
- Discard a draft rental application. This deletes the draft and any documents uploaded to it.
- Withdraw a rental application you have submitted. It then becomes due for erasure as described under "How long it takes".
- From the meeting page, withdraw a choice to share your phone number or e-mail with another member; they stop seeing your details.
- Remove an agent profile, an agent photo, an agency logo or a service provider logo.
- Turn off meeting e-mails in your communication preferences.
- Choose "Stop measuring" on the Measurement choices page, where PlaceNest offers measurement. This deletes the visit records linked to your browser and, if you are signed in, the feature-use records linked to your account.
Archiving takes something out of view; it does not erase it. Earlier copies also remain in backups and storage history, as described under "Backups and storage history".
Asking us to delete information or close your account
E-mail support@placenest.com.au from the e-mail address on your PlaceNest account, with the subject "Deletion request". Tell us what you would like deleted, or that you want your account closed. You can ask for a copy of the personal information we hold about you, or ask us to correct it, in the same way.
If you no longer have access to that address, write from another address and tell us; we will verify you another way.
- Closing your account is not self-service, and PlaceNest does not yet have tools that delete an account automatically. We handle each request by hand: we remove or de-identify your personal information where we can, and tell you what we have done, what we have kept and why. This can be partial — we cannot promise to erase everything.
- We may need to confirm your identity first. We normally do this by replying to the e-mail address on your account. Please do not send identity documents. If someone is asking on your behalf, we need your written authority.
What we cannot delete on request, and why
Some information cannot be deleted on request:
- Records other members rely on, such as messages you sent them.
- Records we must keep by law.
- Information needed for an open report, a dispute or a legal claim, until it is resolved.
- Security and audit records of significant actions. They are kept with no set end date; we will publish a period once it is set.
- A minimal record that a rental application existed, after its content is erased.
- Copies held in backups and storage history, as described under "Backups and storage history".
- Copies held by our providers: our e-mail and sign-in providers keep copies under their own retention; we ask them to delete what we can.
We may decline a request where the law allows (for example where it would reveal another person's information); we will tell you why and how to complain.
How long it takes
We respond to access, correction and deletion requests within 30 days.
- Rental applications become due for erasure 14 days after a decision or withdrawal, 60 days after submission if no decision is made, and a draft after 30 days of inactivity (a draft you discard is erased immediately). Erasure is carried out by a PlaceNest administrator, so information can be kept for some time after the date it becomes due.
- We have not yet set a fixed period for keeping account, profile, listing, message and support information after an account is closed. We keep it while your account is open, and remove or de-identify it by hand when you ask us to close your account, except the records listed above. We will publish fixed periods when we set them.
Backups and storage history
Deleting information removes it from the PlaceNest service. Earlier copies can remain afterwards:
- Database backups: automatic database backups are kept for up to 35 days.
- Photos and files: photos and files you delete or replace can be kept in storage history for about 30 days.
- Copies taken before a software update: A copy of the database taken before a software update, or when a database is replaced, is kept with no set end date; we will publish a period once it is set.
- Server logs, including our load balancer's access logs (which record network addresses, the web addresses requested and browser details), are kept for 30 days. Our video relay server's logs, which record network addresses, are kept for 7 days.
Deleted information can therefore remain in a backup until it expires or is removed.
Facebook and Instagram
Members do not sign in to PlaceNest with Facebook, and the public PlaceNest service does not connect to Facebook or Instagram, so it holds no information about you from Facebook Login. If you follow, react to, comment on or message PlaceNest's own Facebook Page or Instagram account, Meta holds that information under its own privacy policy, and you can remove it with Meta's own tools.
Questions and complaints
Contact our privacy contact at support@placenest.com.au. If you are not satisfied with our response you can complain to the Office of the Australian Information Commissioner (OAIC).