Privacy policy

Two groups of people. Our clients: the businesses that use our services or the Pickup app, and their staff. And our clients' customers: the people who text, call or email a business that uses Pickup.

For our clients' customers, the business you contacted is responsible for your information. We process it on their behalf, only to run the service they signed up for.

From website enquiries: your name, business name, email and anything you choose to tell us.

From clients: account and billing details, staff names, logins and the settings you give the app, such as prices, saved replies and your rulebook.

Through Pickup, on a client's behalf: the messages, emails and call details their customers send, including phone numbers, names, message content, voicemails and, where the business has switched it on, call recordings.

When a Pickup business records calls, callers hear a notice that the call may be recorded before they are connected. Recordings are kept so the business can review the call and so replies can draw on what was said. A business can turn recording off.

Pickup writes draft replies using an AI language model. To do that, the content of a conversation and the business's own settings are sent to an AI provider for processing. We only use providers that do not train their models on the content we send through their paid business services.

No reply is sent automatically. A person at the business reads and sends every draft. The one exception is the missed-call text back, which the business writes itself.

To deliver and support the services, to bill for them, to keep them secure, and to answer your questions. We do not sell personal information, and we do not use our clients' customer conversations for our own marketing.

Only the service providers needed to run Pickup and our services: telephone and SMS carriers, cloud hosting, email, payment processing (Stripe) and the AI provider used for drafting. Some of these providers store or process information outside Australia, including in the United States. We take reasonable steps to make sure they protect it to a standard consistent with the Australian Privacy Principles.

We may also disclose information where the law requires it.

Information is stored on systems we control and with the cloud providers above. Access is limited to logged-in users of the business it belongs to and to us for support. If a data breach is likely to cause serious harm, we will notify the affected business and people, and the Office of the Australian Information Commissioner, as the law requires.

For as long as the client's account is active. When a client leaves, they can export their conversations, and we delete their data within 90 days unless the law requires us to keep it longer. Billing records are kept for the period tax law requires.

You can ask to see or correct the information we hold about you by emailing info@intrlude.com.au. If you contacted a business that uses Pickup, you can also ask that business directly.

If you have a complaint, email us and we will respond within 30 days. If you are not satisfied, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.

We will update this page when our practices change and note the date at the top.