Privacy Policy

1. Who this policy covers

NoraAI provides an AI-powered receptionist and SMS assistant to small businesses across Australia and New Zealand. This policy applies to:

• Customers — the businesses that subscribe to and configure NoraAI.
• Callers and contacts — the people who call, text or are contacted by Nora on a customer's behalf.
• Website visitors — anyone who browses our marketing website.

Where we handle personal information on behalf of a customer, that customer is responsible for having a lawful basis to collect and process it, and we act in accordance with their instructions and this policy.

2. Information we collect

Information you provide

• Account and contact details, such as your name, business name, email address and phone number.
• Business configuration, such as your services, opening hours, booking preferences and the way you'd like Nora to speak.
• Any details you share with our team during onboarding or support.

Information collected through the service

• Call details and, where enabled, call recordings and transcripts.
• SMS message content and metadata sent or received through Nora.
• Booking and appointment information captured during a conversation.
• Technical and usage data, such as log data, device information and how the service is used.

3. How we use information

We use personal information to:

• Provide, operate and improve the NoraAI service.
• Answer calls, book jobs and send SMS confirmations, reminders and follow-ups on a customer's behalf.
• Set up accounts, provide support and communicate about the service.
• Maintain security, prevent fraud and meet our legal obligations.
• Understand and improve performance, quality and accuracy.

4. Calls, recordings & SMS

Because Nora answers calls and exchanges text messages, we may process voice, transcript and message content. Where call recording is used, customers are responsible for providing any notices and obtaining any consents required in the relevant state or territory.

Customers can manage SMS opt-outs, and recipients can stop messages at any time by replying with the standard opt-out keyword (for example, STOP). We process this content to deliver the service and do not sell it.

5. When we share information

We do not sell personal information. We may share it with:

• Service providers who help us run NoraAI (for example, telephony, SMS delivery, hosting and analytics providers), under appropriate confidentiality and security obligations.
• Our customers, where we are handling information on their behalf.
• Authorities, where required by law or to protect rights, safety and the integrity of the service.
• A successor entity in connection with a business sale, merger or reorganisation.

6. Data retention

We keep personal information only for as long as needed to provide the service, meet legal and accounting obligations, resolve disputes and enforce our agreements. When information is no longer required, we delete or de-identify it.

7. Security

We use reasonable technical and organisational measures designed to protect personal information against loss, misuse and unauthorised access, including encryption in transit and access controls. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.

8. Your rights & choices

Subject to the Australian Privacy Act 1988 and the New Zealand Privacy Act 2020, you may have the right to access, correct or request deletion of your personal information, and to make a privacy complaint. If we handle your information on behalf of a business you contacted, please direct your request to that business in the first instance; we will support them in responding.

To exercise a right, contact us using the details below.

9. Cookies & analytics

Our website may use cookies and similar technologies to keep the site working, remember preferences and understand usage. You can control cookies through your browser settings; disabling some cookies may affect how the site works.

10. Changes to this policy

We may update this policy from time to time. When we do, we'll revise the "Last updated" date above and, where appropriate, provide additional notice. Continued use of the service after changes take effect means you accept the updated policy.

11. Contact us

If you have questions about this policy or how we handle personal information, please get in touch.