Privacy policy

1. Introduction

ServiceScale Pty Ltd ("we", "our", "us") is committed to protecting your privacy and ensuring you have a positive experience on our website and when using our services.

This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website and use our services. Please read this policy carefully. If you do not agree with our policies and practices, please do not use our website or services.

2. Information we collect

We may collect information about you in a variety of ways. The information we may collect on the site includes:

• Personal identification information (name, email address, phone number, business name, trade type) which you voluntarily submit when requesting resources, subscribing to our newsletter, or requesting a consultation.
• Device information (IP address, browser type, operating system, pages visited, time and date stamps) collected automatically when you visit our website.
• Cookie and browser-storage data which helps us understand your preferences and improve your experience.
• Communication data (emails, contact form submissions, support messages) when you communicate with us.
• AI assistant conversations — the questions you type into our on-site assistant, the answers it gives, and which of our pages those answers drew on. We keep these to understand what people need help with and to improve the assistant.
• Files you upload to the assistant (photos, screenshots and PDFs). These are sent to our AI provider to answer your question and are not stored — not on our servers, not in our database, and not in your conversation history. We keep only a record that a file of a given type and size was sent.

3. How we use your information

We use the information we collect for the following purposes:

• Delivering requested resources and services
• Sending marketing communications and newsletters
• Improving our website and services
• Analysing usage patterns and trends
• Contacting you regarding your inquiry
• Fulfilling legal obligations

4. Third-party services

We use third-party service providers to assist us in operating our website and conducting our business:

• Google Analytics and Google Ads, for website analytics, usage tracking, and measuring which ads and searches lead to an enquiry or a phone call.
• Vercel, which hosts this website. Every page you open is served by them, so their systems see your IP address and which pages you asked for.
• Supabase, for data storage and management.
• Klaviyo, for email marketing and lead capture.
• Anthropic, which provides the AI model behind our on-site assistant. Your questions and any files you upload are sent to Anthropic to generate a reply.
• Voyage AI, which converts your question into a numeric form so we can search our own published articles for relevant material.
• FullStory, for understanding how visitors use our site through session analytics and replay. We configure it to mask information you enter into forms.
• YouTube (Google), where a video appears inside one of our articles. We use YouTube's no-cookie address, so it doesn't track you unless you press play — but loading the player still tells Google you were on that page.
• ServiceCard, which runs the voice assistant in the corner of the page. If you start a call, what you say is sent to them and to the AI provider behind it so it can answer you.
• Resend, which delivers our email — the guide you asked for, your booking confirmation, and our reply to a form you filled in.
• Cloudflare, whose Turnstile check runs when you submit a form so we can tell a person from a bot. It sees your IP address and how the form was filled in, not what you wrote in it.
• Sentry, for error monitoring. When something breaks it records the technical detail of that failure, which can include your IP address and the page you were on.

These third parties are contractually obligated to use your information only to provide services to us and to keep your information confidential. We encourage you to review their privacy policies.

Each of them relies on its own suppliers to run its service — cloud hosting and email infrastructure, mostly. We don't list those here because the list is theirs to keep current, not ours; each provider publishes its own sub-processors, and we hold them to handling your information consistently with the Australian Privacy Principles.

5. Overseas disclosure

Most of our service providers (including Google, Klaviyo, FullStory, Supabase, Anthropic, Voyage AI, Resend, Cloudflare, Sentry, Vercel and ServiceCard) are located outside Australia, mainly in the United States, so your personal information may be stored or processed overseas. We take reasonable steps to ensure these providers handle your information consistently with the Australian Privacy Principles.

6. Our AI assistant

Our website includes an AI assistant that answers questions about running a trade business, the software we review, and the websites we build. A few things worth knowing before you use it:

• Your conversation is recorded. We store the questions asked and the answers given so we can see what people need help with and where our answers fall short. Conversations are identified by a random ID, not by your name.
• Uploads are not kept. A photo, screenshot or PDF you send is used to answer that one question and is then discarded. We never write the file to storage.
• Please don't send other people's details. If you upload a quote or an invoice, it may contain your customer's name, address or phone number. You only need to show us the parts you want feedback on — blank out the rest. The assistant is instructed not to repeat a third party's personal details back to you.
• Don't send anything sensitive. Passwords, bank or card details, tax file numbers, licence numbers and health information have no place in a chat window.
• It can be wrong. The assistant gives general information, not professional advice. Check anything that matters, and see our Terms of service for the full position.

If you'd like a conversation deleted, email us at info@servicescale.com.au and tell us roughly when you used it and what you asked about, and we'll find and remove it.

7. The voice assistant

There is a voice assistant in the corner of the page. It sits there quietly until you press it — nothing listens to you before that.

• It is an AI, not a person. It may sound like Pat. It isn't. It can't agree anything, quote you a binding price or commit us to work — only a person can do that, in writing.
• Your browser will ask before it hears anything. The assistant needs microphone access to work, and that permission is yours to give or refuse. Refuse it and the rest of the site is unaffected.
• What you say leaves our site. The assistant runs inside a window served by ServiceCard, and your speech is sent to them and to the AI provider behind it in order to answer you. It may be recorded and written down so we can see what people ask.
• Everything true of the typing assistant is true here. It gives general information, not advice; it can be wrong; don't read out passwords, card or bank details, government identifiers or health information; and don't give us someone else's personal details.
• You can have a call deleted. Emailinfo@servicescale.com.auwith roughly when you called and what it was about.

8. How long we keep things

We don't keep personal information longer than we need it:

• Enquiries, bookings and guide requests — kept while you're a customer or a live enquiry, and for up to 7 years afterwards where tax and business records require it.
• Marketing emails — until you unsubscribe, and we act on that straight away.
• AI assistant conversations — up to 12 months, then deleted. Ask us sooner and we'll remove yours.
• Analytics and session recordings — kept for as long as the provider holds them under our plan, generally no more than 14 months.

Some information is de-identified rather than deleted — usage counts, for example, which no longer point at anyone once the identifiers are gone.

9. Cookies and browser storage

We use cookies and your browser's own storage to improve your experience. Alongside cookies we keep a few small things on your device:

• A random ID that identifies your browser, not you. It lets us count the same visitor once across pages, and keeps you on the same version of anything we're testing so the site doesn't change shape as you move around.
• What we've already shown you — so a banner you closed stays closed for the rest of your visit.
• Your current chat, held in the tab so a refresh doesn't lose it. It goes when you close the tab.

You can clear all of it through your browser at any time, though doing so may limit your experience on our site.

10. Your rights (Australian Privacy Act)

Under the Privacy Act 1988 (Cth) and the Australian Privacy Principles, you have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate information
• Opt out of marketing communications at any time
• Lodge a complaint about privacy concerns

11. Making a complaint

If you believe we have mishandled your personal information, contact us at info@servicescale.com.au and we will respond promptly. If you are not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

12. Data security

We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, alteration, disclosure, or destruction. However, no method of transmission over the internet is 100% secure.

13. Contact us

For privacy-related inquiries, complaints, or to exercise your rights under the Privacy Act, please contact us: