Privacy Policy — Hoora AI Pty Ltd (Australia)

Last updated: [insert date]

Hoora AI Pty Ltd (“Hoora”, “we”, “us”, or “our”) is committed to protecting your privacy and handling your personal information responsibly.
This Privacy Policy explains how we collect, use, disclose, and protect your information when you use our products, services, website, and related tools.

We comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), and where applicable, the Spam Act 2003 (Cth) and the Notifiable Data Breaches (NDB) Scheme.

1. Who we are

Hoora provides software-as-a-service (SaaS) tools that help small and medium service businesses manage bookings, customer communications, quotes, invoices, payments, and marketing.

Our platform combines AI-driven chat, voice, and automation technologies to streamline interactions between Merchants (businesses) and their End Customers (clients of those businesses).

We act:

As a “data controller” (or “APP entity”) for information we collect directly from users of the Hoora platform; and
As a “data processor” for information we process on behalf of Merchants about their customers.

2. Information we collect

We collect personal information to provide, improve, and secure our services. The type of data we collect depends on how you use Hoora.

a) From Merchants and Staff

Full name, contact details (email, phone number), business name, ABN, and address
Job role or title and login credentials
Payment, billing, and subscription details
Voice, chat, and support recordings or transcripts when interacting with our AI or human support
Business content uploaded to the platform (e.g., quotes, invoices, customer lists, campaign templates)
Device and usage data such as IP address, browser type, operating system, and activity logs

b) From End Customers (on behalf of Merchants)

Name, phone number, and email address
Booking and appointment information (service type, time, location)
Payment method and status (we do not store full card details; these are handled securely by our payment providers)
Voice or chat interactions with a Merchant’s AI assistant (recordings, transcripts, or summaries)
Feedback, reviews, or messages left for the Merchant

c) Automatically collected information

When you visit our website or app, we automatically collect:

IP address and approximate geographic location
Browser, device, and OS information
Pages viewed, time spent, and referral source
Analytics and crash data
Cookie identifiers or other tracking tokens

d) Sensitive information

We generally avoid collecting sensitive data (such as health or biometric data).
If we must collect it—for example, accessibility notes in a booking—we will only do so with your explicit consent or where required by law.

3. How we collect information

We collect information:

Directly from you when you sign up, log in, use our services, contact support, or communicate with our AI assistants
Automatically through cookies, analytics tools, and device logs
From third parties, such as payment processors, integrations, or publicly available sources (e.g., business directories)
From Merchants, when they input data about their customers into Hoora

Where it is reasonable and practical, we collect information directly from you.

4. How we use your information

We use your information to:

a) Provide and manage our services

Enable logins, bookings, quotes, payments, and AI-powered interactions
Deliver service notifications and transaction confirmations
Create and maintain merchant SEO pages
Provide customer support and troubleshoot issues

b) Improve and personalise

Analyse usage patterns and feature performance
Train and improve our AI systems (using de-identified or aggregated data where possible)
Customise content, dashboard recommendations, and marketing suggestions

c) Communicate with you

Respond to enquiries and provide customer support
Send service updates, invoices, and administrative notices
Send marketing messages (where consent or legitimate interest applies)

d) Ensure compliance and security

Monitor, detect, and prevent fraud or abuse
Enforce our Terms of Service
Comply with legal obligations and respond to lawful requests

We never sell personal information to third parties.

5. Direct marketing

We may send marketing materials to our Merchants about Hoora’s services, features, and updates.
These communications may be sent via email, SMS, or in-app notifications.

You can opt out at any time by:

Clicking the “unsubscribe” link in an email; or
Contacting us at hello@hoora.ai.

We comply with APP 7 and the Spam Act 2003 (Cth) by ensuring all marketing includes a clear opt-out method.

6. Disclosure of personal information

We may disclose personal information to:

Service providers who assist us with hosting, analytics, AI model processing, payment handling, SMS/email delivery, and security monitoring
Merchants, for information related to their end-customers
Regulators, law enforcement, or courts where legally required
Professional advisors such as accountants or lawyers
Potential investors or acquirers (subject to confidentiality obligations)

Overseas disclosures

Some of our service providers are located outside Australia, including in the United States, Singapore, the European Union, and other jurisdictions with comparable privacy protections.

When disclosing information overseas, we take reasonable steps to ensure that the recipients handle the information in accordance with the Australian Privacy Principles (as required by APP 8).

We maintain a current list of subprocessors and their regions at hoora.ai/subprocessors (or provide it upon request).

7. Automated decision-making and AI

Hoora uses AI and automated systems to:

Understand customer queries in chat and voice interactions
Generate suggested appointment times or message replies
Draft marketing content, invoices, and SEO text
Detect spam or suspicious activity

These tools assist humans — they do not make final, legally binding decisions.
You may request human review of any automated outcome that significantly affects you.

We are transparent about how AI features use data and ensure that training processes use de-identified or aggregated data whenever possible.

8. Cookies, analytics, and tracking

We use cookies, pixels, and similar technologies to:

Authenticate users and maintain sessions
Analyse website performance and user behaviour
Remember preferences and settings
Deliver relevant marketing or retargeted ads

You can control or delete cookies via your browser.
Note that disabling cookies may limit certain features.

We use third-party analytics tools (e.g., Google Analytics, Mixpanel) under agreements that require them to process data in compliance with privacy laws.

9. Data storage and security

We store data on secure, access-controlled servers managed by reputable cloud providers (e.g., AWS, Google Cloud, Fly.io or Azure).
We implement:

Encryption at rest and in transit
Multi-factor authentication for internal systems
Regular security audits and vulnerability assessments
Staff privacy and security training
Strict access controls on customer data

While we take all reasonable precautions, no method of transmission or storage is 100 % secure.
If you suspect any misuse of your account, please notify us immediately at hello@hoora.ai.

10. Data retention and deletion

We retain personal information only for as long as necessary for the purposes described in this Policy or as required by law.
When information is no longer needed, we will:

Delete or permanently de-identify it; or
Archive it securely if required for compliance or backup.

You may request deletion of your personal data by contacting hello@hoora.ai.
Some information may be retained to meet legal or accounting obligations.

11. Data breach notification

If we experience a data breach that is likely to result in serious harm, we will:

Promptly assess the incident;
Notify affected individuals; and
Report the breach to the Office of the Australian Information Commissioner (OAIC), in accordance with the Notifiable Data Breaches (NDB) Scheme.

12. Access and correction

You may request access to personal information we hold about you, or ask for corrections if it is inaccurate or incomplete.
Requests can be made via hello@hoora.ai.

We may verify your identity before releasing or updating information.
In limited cases (e.g., legal privilege, security), we may refuse access — but we’ll always tell you why and explain how to complain.

13. Children and minors

Hoora is not directed at children under 13 years of age.
Where a Merchant uses Hoora for services involving minors (e.g., tutoring, driving schools), that Merchant is responsible for obtaining any required parental consent.
We do not knowingly collect information directly from minors.

14. Third-party integrations and links

Hoora may include links or integrations with third-party services (e.g., Stripe, Google, Meta, or accounting systems).
We do not control these third parties and are not responsible for their privacy practices.
We encourage you to review the privacy policies of any third-party services you connect to Hoora.

15. International users

If you access Hoora from outside Australia, your information may be transferred to and processed in Australia or other countries where our providers operate.
By using our services, you consent to this transfer, understanding that we apply equivalent privacy safeguards.

16. How to contact us

Privacy Officer – Hoora AI Pty Ltd
Email: hello@hoora.ai

Address - 81-83 Campbell Street Surry Hills NSW 2010 Australia

We aim to respond to all privacy enquiries within 30 days.

Complaints

If you believe we have breached the Privacy Act or the Australian Privacy Principles, please contact our Privacy Officer.
We will investigate your complaint and provide a written response.
If you are unsatisfied, you may contact the Office of the Australian Information Commissioner (OAIC):
www.oaic.gov.au | Phone: 1300 363 992 | Email: enquiries@oaic.gov.au

17. Updates to this policy

We may update this Privacy Policy from time to time to reflect changes in our operations or legal requirements.
We will post any updates on this page and include the “last updated” date at the top.
Material changes may also be notified via email or in-app alerts.

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