This policy explains how we handle personal information through our website and our review-management, messaging and social media services.
2. Our role
We handle information about website visitors, prospective clients and business account holders to manage our own business.
When a client uses Pinder.ai to process information about their customers, we generally handle that information on the client’s instructions. The client determines why it is collected and how their campaigns operate.
If you received a message on behalf of a salon, holiday park or another business, that business’s privacy policy also applies. You can contact that business about its use of your information, or contact us for help directing your request.
3. Information we collect
Depending on how you interact with us and which services are enabled, we may collect:
Names, business names, email addresses and telephone numbers.
Account details, service preferences and correspondence.
Appointment or booking information supplied through authorised integrations.
Customer feedback, ratings, review text and reviewer information.
Messages and content submitted through connected communication channels.
Social account identifiers, access permissions and authorisation tokens needed for connected services.
Billing information and payment records.
Technical information such as IP addresses, browser details and website activity, where collected by our website tools.
[Confirm the information collected by your payment provider, forms, analytics tools and integrations. Remove any categories that do not apply.]
4. How we collect information
We receive information when you contact us, complete a form, subscribe to our services, connect an account or communicate with us.We may also receive information from our business clients, their authorised booking systems, connected Google or social media accounts, and service providers supporting those connections.
Information required to deliver a service will be identified during setup. Without it, we may be unable to provide the relevant feature.
5. How we use information
We use personal information to:
Respond to enquiries, set up accounts and provide support.
Deliver review requests and follow-up messages on clients’ instructions.
Collect feedback and manage reviews.
Generate AI-assisted review replies and social media content.
Publish selected reviews or approved content to connected websites and social accounts.
Manage subscriptions, payments and service communications.
Maintain security, investigate faults and improve our services.
Meet applicable legal obligations.
Publishing a review may make its text, rating and selected reviewer details publicly visible.
6. AI features
Where enabled, relevant review text, messages or content instructions may be processed by AI providers to generate replies or social content.
Please avoid submitting sensitive personal information unless it is necessary and an appropriate arrangement has been agreed.
7. Service providers and disclosure
We share relevant information with providers needed to deliver our services. These may include:
HighLevel/LeadConnector for our underlying platform.
Google for connected Google Business Profile and review features.
Meta for connected Facebook, Instagram and WhatsApp Business features.
Twillio for SMS
Mailgun for Email.
ChatGPT.
Stripe for payments.
We may also disclose information where required by law or reasonably necessary to establish, exercise or defend legal rights.
8. Overseas processing
Some providers may store or process information outside Australia.
Countries involved: Australia, America and UK.
Where applicable, privacy law requires safeguards for international transfers, about overseas processing, including the safeguards applicable to your personal information, contact us at [privacy email address]. You can also request a copy or summary of any applicable contractual safeguards..
9. Marketing and messaging choices
You can unsubscribe from marketing emails using the unsubscribe link, or contact us.
For automated SMS messages, follow the opt-out instructions in the message, such as replying STOP where supported. Opting out of marketing does not necessarily stop essential account or service communications.
Our clients are responsible for providing appropriate notices and establishing permission or another applicable basis for contacting their customers.
10. Cookies and similar technologies
Our website is hosted on HighLevel. Cookies and similar technologies may be used by the website platform and any connected features or third-party services.
You can manage or delete cookies through your browser settings. Blocking certain cookies may affect website functionality.
For questions about cookies used on our website, contact [email protected].
11. Security and retention
Pinder.ai uses HighLevel to host its website and support its services. HighLevel’s documented security measures include:
Encryption: AES-256 encryption for stored platform data and TLS 1.2 or higher to protect data during transmission.
Access controls: Role-based permissions and authentication controls to restrict access to information.
Monitoring and testing: Security logging, vulnerability assessments and third-party penetration testing.
Backups and recovery: Regular backups and recovery measures to help restore data following an incident.
These platform protections support our security arrangements but do not guarantee absolute security. No online service or method of transmitting or storing information is completely secure. We retain personal information for as long as reasonably necessary to provide our services, manage our business relationship, resolve disputes and meet applicable legal obligations. The appropriate period depends on the information’s purpose, our contractual commitments and any legal recordkeeping requirements.
Where we process customer information on behalf of a business client, retention and deletion are governed by our agreement with that client and its lawful instructions. Deleted information may remain in protected backups until those backups are overwritten or expire under the provider’s backup schedule.
12. Your privacy rights
Depending on applicable law, you may request access, correction, deletion, restriction or portability of your personal information. You may also withdraw consent where we rely on it.
You may have the right to object to processing, including direct marketing.
Contact [email protected] to make a request. We may need to verify your identity. Where we process information for a client, we may refer your request to that business or assist it in responding.
13. Questions and complaints
Please contact [email protected] with privacy questions or complaints. We will investigate and explain the outcome or next steps.
If your concern remains unresolved, you may contact the relevant regulator where applicable:
We may update this policy to reflect changes to our services or information-handling practices. The current version will be published on our website with its updated date.
