Privacy Policy

1. Introduction

Tradie AI Receptionist ("we", "our", or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our AI-powered receptionist service ("Service"). We comply with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

By using our Service, you agree to the collection and use of information in accordance with this policy. If you do not agree, please discontinue use of the Service.

2. Who We Are

Tradie AI Receptionist is an AI-powered phone answering and appointment booking service designed for Australian tradespeople. Our Service uses artificial intelligence to answer incoming calls, collect customer information, and schedule appointments on behalf of registered trade businesses ("Tradies").

For privacy enquiries, contact us at: [email protected]

3. Information We Collect

3.1 Information from Tradies (Business Users)

When you register and use our Service as a Tradie, we collect:

• Name, email address, and phone number
• Business name and service area (suburbs/postcodes)
• Payment information (processed securely via Stripe — we do not store card details)
• Google Calendar OAuth tokens (to create and manage appointments)
• AI configuration preferences (greeting scripts, voice settings, business hours)
• Twilio phone number assigned to your account

3.2 Information from Callers (End Customers)

When a customer calls a Tradie's AI-managed phone number, our Service automatically collects:

• Caller's phone number (via Twilio caller ID)
• Name and service request (provided verbally during the call)
• Preferred appointment time and service address (collected during the call or via SMS)
• Voice recording and AI-generated transcript of the call

Important: Callers are not directly notified that their call is being handled by an AI and recorded. Tradies are responsible for ensuring their customers are appropriately informed, in accordance with applicable telecommunications laws.

3.3 Automatically Collected Information

• Log data (IP address, browser type, pages visited, timestamps)
• Usage analytics (feature usage, session duration)
• Device information (operating system, browser version)

4. How We Use Your Information

We use the collected information to:

• Provide, operate, and maintain the AI receptionist Service
• Process appointments and send confirmation SMS messages to callers
• Create and update Google Calendar events on behalf of Tradies
• Send SMS notifications to Tradies about new or cancelled bookings
• Process subscription payments via Stripe
• Send transactional emails (welcome, billing reminders, subscription updates)
• Improve and personalise the Service
• Comply with legal obligations
• Detect and prevent fraud or abuse

We do not sell your personal information to third parties. We do not use caller data for marketing purposes.

5. Google Calendar Integration

When you connect your Google Calendar, we request the following OAuth permission scope:

This permission allows us to:

• Read your calendar events to check availability before booking
• Create new calendar events when appointments are booked
• Update calendar events when appointment details change (e.g., address confirmed)
• Delete calendar events when appointments are cancelled

We do not read, store, or process the content of your existing calendar events beyond checking free/busy time slots. We do not access your contacts, emails, or any other Google services.

You can revoke Google Calendar access at any time via Google Account Permissions or through the Settings page in your Tradie AI Receptionist dashboard.

Our use of Google Calendar data complies with the Google API Services User Data Policy, including the Limited Use requirements.

6. Twilio & Telephone Communications

We use Twilio to provide phone number services and SMS messaging. When calls are processed through our Service:

• Call audio is streamed in real-time to our AI processing system
• AI-generated transcripts are stored in our database and accessible to the Tradie
• Caller phone numbers are stored to enable SMS follow-up for appointment confirmation
• Call recordings are not permanently stored — only AI-generated transcripts are retained

Twilio's privacy policy is available at twilio.com/legal/privacy.

7. Information Sharing and Disclosure

We share your information only with the following third-party service providers, solely to operate our Service:

We may also disclose your information if required by law, court order, or to protect the rights and safety of our users or the public.

8. Data Retention

We retain your data for the following periods:

• Account data: Retained for the duration of your subscription plus 90 days after cancellation
• Call transcripts and appointment records: Retained for 24 months from the date of creation
• Caller phone numbers: Retained for 12 months or until the appointment is completed/cancelled
• Payment records: Retained for 7 years as required by Australian tax law
• Google Calendar tokens: Deleted immediately upon disconnection of Google Calendar

9. Data Security

We implement industry-standard security measures to protect your information, including TLS encryption for data in transit, encrypted database storage, and access controls. However, no method of transmission over the internet is 100% secure. We encourage you to use strong passwords and keep your login credentials confidential.

10. Your Privacy Rights

Under the Australian Privacy Act, you have the right to:

• Access the personal information we hold about you
• Correct inaccurate or outdated personal information
• Delete your account and associated personal data
• Complain to the Office of the Australian Information Commissioner (OAIC) if you believe we have breached the APPs

To exercise these rights, contact us at [email protected]. We will respond within 30 days.

11. Children's Privacy

Our Service is not directed to individuals under the age of 18. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us and we will delete it promptly.

12. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify registered Tradies of significant changes via email. Continued use of the Service after changes constitutes acceptance of the updated policy. The "Last updated" date at the top of this page reflects the most recent revision.

13. Contact Us

For any privacy-related questions, requests, or complaints, please contact us: