Privacy Policy

1. Introduction

contact2customer ("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 customer reception service.

We comply with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) and other applicable privacy laws.

2. Information We Collect

2.1 Account Information

When you register for our service, we collect:

• Business name and ABN
• Contact name, email address, and phone number
• Business address and location details
• Payment information (processed securely by our payment provider)
• Account credentials (username and encrypted password)

2.2 Service Usage Data

When you use our service, we automatically collect:

• Call records (duration, time, phone numbers)
• SMS message content and metadata
• Webchat conversation transcripts
• Voice call recordings and transcripts
• Usage statistics (minutes used, messages sent, sessions conducted)
• IP addresses and device information

2.3 Customer Data

Through our service, you may collect information from your customers, including:

• Customer names, email addresses, and phone numbers
• Enquiry details and service requests
• Location information (if provided)
• Other information customers voluntarily share during conversations

3. How We Use Your Information

We use the collected information to:

• Provide the service: Process customer enquiries, route messages, handle calls
• Manage your account: Create and maintain your account, process billing
• Improve our service: Analyze usage patterns, develop new features
• Communicate with you: Send service updates, billing notifications, support messages
• Ensure security: Detect and prevent fraud, abuse, or security threats
• Comply with legal obligations: Meet regulatory requirements and respond to legal requests

4. Data Storage & Security

4.1 Where We Store Data

Your data is stored using Cloudflare's global infrastructure, which may include servers located in Australia and internationally. We use industry-standard security measures to protect your data.

4.2 Security Measures

• End-to-end encryption for data transmission
• Encrypted storage of sensitive information
• Secure authentication and access controls
• Regular security audits and updates
• PII (Personally Identifiable Information) detection and protection
• Access logging and monitoring

5. Data Retention

We retain your data as follows:

• Account data: Retained while your account is active and for 7 years after closure (for accounting purposes)
• Conversation data: Retained for the duration of your subscription plus 90 days
• Usage logs: Retained for 12 months for billing and support purposes
• Anonymized analytics: May be retained indefinitely for service improvement

You can request deletion of your data by contacting us. Some data may be retained longer if required by law.

6. How We Share Your Information

We may share your information with:

6.1 Service Providers

• Cloudflare: Hosting and infrastructure
• Stripe: Payment processing
• Twilio: SMS and voice services
• OpenAI: AI conversation processing

6.2 Legal Requirements

We may disclose your information if required by law, court order, or government request, or to protect our rights, property, or safety.

6.3 Business Transfers

If we are involved in a merger, acquisition, or sale of assets, your information may be transferred to the new owner.

7. Your Privacy Rights

Under Australian privacy law, you have the right to:

• Access: Request a copy of the personal information we hold about you
• Correction: Request correction of inaccurate or incomplete information
• Deletion: Request deletion of your personal information (subject to legal requirements)
• Portability: Request your data in a portable format
• Opt-out: Unsubscribe from marketing communications
• Complaint: Lodge a complaint with us or the Office of the Australian Information Commissioner (OAIC)

To exercise these rights, contact us at [email protected]

8. Cookies & Tracking Technologies

We use cookies and similar technologies to:

• Keep you logged in to your account
• Remember your preferences
• Analyze how you use our service
• Improve performance and user experience

You can control cookies through your browser settings, but disabling cookies may affect service functionality.

9. Third-Party Links

Our service may contain links to third-party websites. We are not responsible for the privacy practices of these websites. Please review their privacy policies before providing any information.

10. Children's Privacy

Our service is not intended for children under 18. We do not knowingly collect information from children. If we become aware that we have collected information from a child, we will delete it promptly.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of material changes via email or through the service. The "Last Updated" date at the top of this policy indicates when it was last revised.

12. Contact Us

If you have questions or concerns about this Privacy Policy or our data practices, please contact us: