Privacy Policy

Effective date: 16 February 2026

1. Introduction

ReplyMate ("we", "us", "our") is operated by Original Solutions Pty Ltd (ABN 77 651 564 117), an Australian company. We provide an AI-powered receptionist service for Australian service businesses ("Service").

We are committed to protecting the privacy of our users ("you", "your") and the individuals who call your business ("callers"). This Privacy Policy explains how we collect, use, disclose, and safeguard personal information in accordance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

By using ReplyMate, you acknowledge that you have read and understood this Privacy Policy. If you do not agree with our practices, please do not use the Service.

2. Information We Collect

2.1 Information from Account Holders (Business Users)

When you create an account and use the Service, we collect:

  • Account information: your name, email address, and password.
  • Business information: business name, owner name, contact phone number, service areas, services offered, business hours, callback timeframes, availability information, custom greetings, and FAQ items you configure for your AI receptionist.
  • AI voice preferences: your selected voice, voice tuning settings (warmth, speed, clarity), and notification preferences.
  • Payment information: billing details are collected and processed by our payment provider, Stripe. We do not store your full credit card number on our servers. We retain your Stripe customer ID and subscription details for billing purposes.
  • Usage data: call volumes, minutes used, lead conversion rates, and other analytics related to your use of the Service.

2.2 Information from Callers

When someone calls a ReplyMate-managed phone number, our AI receptionist may collect the following information during the conversation:

  • Caller phone number: captured automatically via caller ID.
  • Caller name: as provided by the caller during the conversation.
  • Property or service address: as provided by the caller.
  • Service requirements: details about what work the caller needs done, timeframes, and any other information shared during the call.
  • Call recordings: audio recordings of the conversation, including combined, AI-only, and caller-only audio tracks.
  • Call transcripts: text transcriptions of the conversation generated by AI.
  • AI-generated summaries: structured summaries of the call content, including lead categorisation (new lead, complaint, existing customer, FAQ enquiry, general enquiry).

2.3 Information Collected Automatically

When you access the ReplyMate website or dashboard, we may automatically collect:

  • Device and browser information: IP address, browser type, operating system, and device identifiers.
  • Usage analytics: pages visited, features used, and interaction patterns, collected via PostHog analytics.
  • Cookies and similar technologies: session cookies for authentication and analytics cookies for service improvement. See Section 8 for details.

3. How We Use Your Information

We use the information we collect to:

  • Provide and operate the Service: answer calls on your behalf using AI, capture lead information, send you notifications via SMS and email, and maintain your dashboard.
  • Process AI conversations: use artificial intelligence to conduct natural conversations with callers, extract lead details, generate transcripts, and produce call summaries.
  • Process payments: manage your subscription, process billing, and handle invoices through Stripe.
  • Send notifications: deliver SMS and email alerts about new leads, calls, and account activity based on your notification preferences.
  • Improve the Service: analyse usage patterns, troubleshoot issues, and develop new features.
  • Provide customer support: respond to your enquiries and resolve issues.
  • Comply with legal obligations: meet regulatory requirements and respond to lawful requests from authorities.

4. AI Processing and Call Data

ReplyMate uses artificial intelligence to answer phone calls on behalf of your business. It is important to understand how this works:

  • AI voice technology: calls are answered by an AI voice assistant powered by Vapi and ElevenLabs. The AI uses natural-sounding voices to conduct conversations with callers.
  • Call processing: call audio is processed in real time to enable the AI conversation. This involves speech-to-text transcription, AI-generated responses, and text-to-speech synthesis.
  • Data extraction: the AI automatically extracts structured information from conversations, such as caller names, phone numbers, addresses, and service requirements.
  • Call recordings: calls are recorded to provide you with playback capability, transcripts, and quality assurance. Recordings are stored securely and accessible through your dashboard.
  • AI training: we do not use your call recordings or transcripts to train general-purpose AI models. Call data is used solely to provide and improve the ReplyMate Service for your account.

Important note for callers: individuals calling a ReplyMate-managed number are interacting with an AI system, not a human receptionist. The AI is designed to sound natural and handle conversations professionally. It is the responsibility of the business user to comply with applicable laws regarding call recording disclosure in their jurisdiction.

5. How We Share Information

We do not sell your personal information or caller data to third parties. We share information only in the following circumstances:

5.1 Service Providers

We use trusted third-party service providers to operate the Service:

  • Vapi: AI voice assistant platform for handling phone conversations.
  • Twilio: telecommunications provider for phone number provisioning and SMS delivery.
  • ElevenLabs: AI voice synthesis for generating natural-sounding speech.
  • Stripe: payment processing for subscriptions and billing.
  • PostHog: product analytics for understanding how users interact with the dashboard.
  • Email and hosting providers: infrastructure providers for delivering the Service.

These providers process data on our behalf and are contractually obligated to protect your information and use it only for the purposes we specify.

5.2 Business Users

Caller information (names, phone numbers, addresses, service requests, recordings, and transcripts) is shared with the business whose phone number was called. This is the core function of the Service -- connecting callers with businesses.

5.3 Legal Requirements

We may disclose information if required by law, regulation, legal process, or governmental request, or to protect the rights, property, or safety of ReplyMate, our users, or others.

5.4 Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction. We will notify you of any such change via email or prominent notice on our website.

6. Data Storage and Security

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure. Our security measures include:

  • Encryption of data in transit using TLS/SSL.
  • Secure password hashing (bcrypt).
  • Access controls limiting who can view personal information.
  • Regular security reviews of our infrastructure and practices.

Your data may be stored on servers located outside Australia, including in the United States, through our third-party service providers. By using the Service, you consent to the transfer of your data to these jurisdictions. We ensure that any overseas recipients of personal information are bound by obligations substantially similar to the APPs.

7. Data Retention

We retain personal information for as long as necessary to provide the Service and fulfil the purposes described in this Privacy Policy:

  • Account data: retained for the duration of your account and for a reasonable period after account deletion to comply with legal obligations.
  • Call recordings and transcripts: retained for the duration of your account. You may request deletion of specific recordings at any time.
  • Lead data: retained for the duration of your account. You can export your lead data at any time via CSV export.
  • Payment records: retained for the period required by Australian tax and financial regulations (generally 7 years).
  • Analytics data: retained in aggregated, de-identified form and may be kept indefinitely for service improvement.

8. Cookies and Tracking Technologies

ReplyMate uses cookies and similar technologies for the following purposes:

  • Essential cookies: required for authentication, session management, and security. These cannot be disabled without affecting the Service.
  • Analytics cookies: we use PostHog to understand how users interact with our website and dashboard. This helps us improve the user experience.

You can control cookies through your browser settings. Note that disabling essential cookies may prevent you from using certain features of the Service.

9. Your Rights Under the Australian Privacy Act

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

  • Access your personal information: request a copy of the personal information we hold about you.
  • Correct your information: request correction of any inaccurate, out-of-date, incomplete, irrelevant, or misleading personal information.
  • Complain about a breach: lodge a complaint if you believe we have breached the APPs.
  • Request deletion: ask us to delete your personal information, subject to our legal obligations to retain certain records.
  • Export your data: download your lead data and call records through the dashboard.

To exercise any of these rights, contact us at info@replymate.io. We will respond to your request within 30 days.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

10. International Users

ReplyMate is primarily designed for Australian businesses. If you access or use the Service from outside Australia, you acknowledge that your personal information may be transferred to and processed in Australia and other countries where our service providers operate.

If you are located in the European Economic Area (EEA), United Kingdom, or other jurisdiction with data protection laws, you may have additional rights, including:

  • The right to request restriction of processing of your personal data.
  • The right to data portability.
  • The right to object to processing based on legitimate interests.
  • The right to withdraw consent at any time where processing is based on consent.

To exercise these rights, contact us at info@replymate.io. We will assess and respond to your request in accordance with applicable law.

11. Caller Privacy

If you are a caller who has interacted with a ReplyMate-managed phone line, please note:

  • Your call was answered by an AI receptionist, not a human.
  • Your call may have been recorded. The recording is provided to the business you called.
  • Information you shared during the call (name, phone number, address, service needs) is captured and provided to the business.
  • The business that uses ReplyMate is the primary controller of the information you provided. For questions about how a specific business handles your data, please contact them directly.
  • For questions about how ReplyMate processes your data as a service provider, contact us at info@replymate.io.

12. Children's Privacy

ReplyMate is not designed for or directed at individuals under the age of 18. We do not knowingly collect personal information from children. If we become aware that we have collected personal information from a child under 18, we will take steps to delete that information promptly. If you believe a child has provided us with personal information, please contact us at info@replymate.io.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our practices, technologies, legal requirements, or other factors. We will notify you of material changes by:

  • Posting the updated policy on our website with a revised effective date.
  • Sending you an email notification for significant changes.

Your continued use of the Service after any changes constitutes your acceptance of the updated Privacy Policy.

14. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our handling of your personal information, please contact us:

  • Email: info@replymate.io
  • Business name: Original Solutions Pty Ltd
  • ABN: 77 651 564 117

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