Privacy Policy

Bookables is a booking platform for service businesses of every kind, and for the people who book them. This policy covers three kinds of people, because our responsibilities are different for each:

• Businesses — the owners and team members who run a business workspace on Bookables.
• Customers — people with their own Bookables account, used to book services, see their bookings and payments, and manage the providers they book with.
• Contacts — people who do not have a Bookables account, whose details a business has entered so that it can manage their bookings.

Our responsibilities differ between the three, which we explain in the roles section below. In this policy, “personal information” has the meaning given in the Privacy Act 1988 (Cth).

Bookables is operated by Bookables Pty Ltd (ABN 66 157 655 346), a company incorporated in Australia with its registered office at 50 Bridge St, Sydney NSW 2000, Australia. For the purposes of the Privacy Act, Bookables Pty Ltd is the entity responsible for the personal information described in this policy, except where we are handling a contact’s information on a business’s behalf.

You can contact us about privacy via our contact page.

If you hold a Bookables account, whether a business workspace or a personal account for booking services, we collect and handle your information directly and are responsible for it under this policy. You can ask us for access or correction yourself, and you do not need to go through anyone else.

If you are a contact without an account, the business that entered your details decides why and how that information is used. We hold and process it on that business’s behalf and under its instructions in order to provide the Service to them, and we do not use it for our own marketing. If you want to access or correct it, contact the business you booked with, and we will support them in responding. You are welcome to contact us and we will help you work out who holds your details.

A contact becomes a customer when they create a Bookables account. From that point the first paragraph applies to them and we are responsible for their information directly. How that link is made is explained in how your account connects to providers below.

You may find that a business already holds your details in Bookables before you have signed in. Here is exactly how that happens.

When you book with a provider, or when a provider you deal with adds you as a customer, they create a record of you that includes your contact details. If the email address or mobile number on that record matches one you have verified on your own Bookables account, we link the two automatically. That is what lets a booking made with a provider show up in your account, so you can see it, pay for it and manage it yourself.

We only ever match on an email address or mobile number that the account holder has verified, so a business cannot reach into your account by typing in a number that is not yours.

Because you may book with several providers, we hold a view of your bookings and payments across all of them, and we use it to serve you and to route your requests to the providers you already use. A provider only ever sees their own records of you. They cannot see your bookings, payments or messages with any other business.

You can see and manage the providers linked to your account from your account, and remove any of them. Removing a provider stops us acting for you with that business and stops us suggesting them. It does not delete your booking history with them, which they continue to hold as a record of work they carried out for you.

Account and profile information

• your name, email address, and password (stored in a hashed form);
• business details such as company name, trade, services, pricing and service areas;
• team members you invite, and their roles and permissions;
• if you sign in using a third-party sign-in provider, the basic profile information (such as name and email) that provider shares with us.

Customer and booking data you enter

• your customers’ names, contact details and addresses;
• booking, job, estimate, quote and scheduling records, and notes or messages you add;
• details of the people, pets, homes, vehicles and other things a booking is for, including children where a booking is made for them.

Your bookings across providers

• where you hold a personal Bookables account, the bookings and payments you have made through Bookables with every provider, and the list of providers linked to your account.

Conversations

• messages you send through the Service, and your conversations with our booking assistant;
• recordings and transcripts of calls with us, and of calls handled by Bookables features such as automated answering. We tell everyone on a call at the start of it when the call is being recorded.

Billing information

• plan and subscription details, and usage that affects billing;
• payment card details are collected and stored by our payment processor and are not stored on our servers. We receive limited information such as the last four digits of the card and its status.

Technical and usage information

• authentication and session data needed to keep you signed in;
• device and log information such as IP address, browser type and actions taken in the Service, used to operate, secure and improve it;
• product analytics, collected through a third-party provider that sets cookies, covering which pages and features are used and what happens in a session, so we can see what is working and what is not. The cookies involved are listed in our Cookie Policy;
• location and mapping data, such as addresses you enter that are geocoded to coordinates and shown on maps.

We collect personal information directly from you where reasonable and practical, for example when you create an account, enter customer and booking details, or contact us. Where you provide us with information about another person, you confirm you are entitled to do so.

We collect, hold and use personal information for the following purposes:

• to create and administer your account and workspace;
• to provide the Service, including bookings, scheduling, estimates, mapping of service areas and customer records;
• to send transactional messages such as booking confirmations, reminders, account notifications and password resets;
• to process payments and manage subscriptions and usage charges;
• to provide support and respond to your enquiries;
• to keep the Service secure, prevent fraud and abuse, and diagnose problems;
• to link a provider’s record of you to your own Bookables account, using a verified email address or mobile number, so that you can see and manage your bookings;
• to route a request you make to the providers you already use, and to help you find one where you ask us to;
• to review call recordings and transcripts for training, quality, security and dispute resolution;
• to market Bookables and the services available on it to account holders, and to use what a business tells us about Bookables in our own marketing, as set out in our Terms of Service;
• to improve and develop the Service; and
• to comply with our legal and regulatory obligations.

We will only use or disclose personal information for the purpose for which it was collected, for a related secondary purpose you would reasonably expect, where you have consented, or where we are otherwise permitted or required to do so by law.

We send marketing only to people who hold a Bookables account and who agreed to receive it when they created that account. If you are a contact whose details a business entered and you have never held an account with us, we do not market to you at all.

Where you do hold an account, we may send you information about Bookables, its features, and the kinds of services available on it, including categories you have not used before. We only send commercial electronic messages in accordance with the Spam Act 2003 (Cth): messages identify us as the sender and include a simple way to unsubscribe.

You can opt out at any time from your account settings, by using the unsubscribe link, or by contacting us via our contact page. Opting out of marketing does not stop essential transactional messages about your account or bookings.

We do not sell personal information. We share it only with trusted service providers who help us run Bookables, and only as needed to provide the Service. These include providers for cloud hosting and databases, authentication, payment processing, maps and geocoding, email, SMS and calling delivery, product analytics, and the AI model providers behind features such as our booking assistant. Each is bound by contract to protect your information and to use it only for the purposes we permit.

Where an AI feature is used, the information needed to answer is sent to a model provider to produce a response. We do not allow those providers to use it to train their general models.

We are happy to tell you which providers we currently rely on. If you would like the current list, just contact us via our contact page.

We may also disclose personal information where required or authorised by law, to enforce our terms, or in connection with a corporate transaction such as a sale of our business, in which case we will take steps to ensure your information remains protected.

Some of our service providers store or process information outside Australia, including in the United States and other countries. Before disclosing personal information overseas, we take reasonable steps to ensure each provider handles it consistently with the Australian Privacy Principles, including through contractual protections. By using the Service, you acknowledge that your information may be stored and processed overseas for these purposes.

We keep personal information for as long as your account is active and for as long as we need it for the purposes set out in this policy. After your account is closed, we will make your data available for export for at least 30 days and then delete or de-identify it in the ordinary course of business, except where we are required to keep certain records for longer to meet legal, tax, accounting or security obligations.

Where we hold a contact’s information on a business’s behalf, we retain and delete that information in line with the business’s instructions and our agreement with them.

We take reasonable technical and organisational steps to protect personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure. These include encryption of data in transit, access controls, row-level security in our database so each business can only see its own data, and hashed storage of passwords. No system is completely secure, but we work to protect your information and to respond promptly to any incident.

We maintain procedures to detect, assess and respond to data breaches. If a breach involving personal information is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required under the Notifiable Data Breaches scheme in the Privacy Act 1988 (Cth).

Under the Privacy Act and the APPs you may:

• request access to the personal information we hold about you;
• ask us to correct information that is inaccurate, out of date, incomplete or misleading;
• ask how we handle your information and opt out of direct marketing; and
• make a complaint if you believe we have breached the APPs.

To make a request or a complaint, contact us via our contact page. We will respond within a reasonable time, generally within 30 days. If you do not hold a Bookables account and your details were entered by a business that uses Bookables, please contact that business in the first instance, as they are responsible for your information. If you hold an account of any kind, come straight to us. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au, though we would welcome the chance to resolve your concern first.

Australian law is the primary basis on which we handle personal information. Where Bookables handles personal data about individuals in the European Union or the United Kingdom, additional obligations under the EU General Data Protection Regulation (GDPR) or the UK GDPR may also apply to that data, and we will comply with them to the extent they are relevant.

We use a small number of cookies and similar technologies that are necessary to run the Service, such as keeping you signed in and remembering your preferences. For full details, see our Cookie Policy.

Bookables accounts are not intended for children, and we do not knowingly collect personal information directly from anyone under 16. If you believe a child has provided us with personal information, please contact us and we will take appropriate steps to delete it.

Bookings are often made for children, for example enrolling a child in a class. Where a parent or guardian adds a child’s details to a booking, we hold those details on their instruction and share them with the provider so the provider can carry out the booking. We do not market to a child, and we do not create an account for one.

We may update this Privacy Policy from time to time. If we make a material change we will take reasonable steps to let you know, for example by email or by a notice within the Service. The “Last updated” date at the top of this page shows when it was last revised.

If you have any questions about this policy or how we handle your information, contact us via our contact page or by writing to Bookables Pty Ltd, 50 Bridge St, Sydney NSW 2000, Australia.