Privacy Policy

1. Our Commitment

Rootime is committed to protecting your privacy in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy explains what information we collect, how we use it, and your rights regarding your data.

2. Information We Collect

From Tradie (Business) Sign-Ups:

• Name, phone number, and email address
• Business name, trade type, and suburb
• Account credentials (email and password — password is encrypted)

From Customer SMS Conversations:

• Mobile phone number
• Name (if provided during the conversation)
• Service request details (e.g. "blocked drain in the kitchen")
• Suburb or address
• Preferred callback time
• Message content (SMS text and any attached images)

Automatically Collected:

• Usage data (which features are used, when)
• Device and browser information when using the web dashboard

3. How We Use Your Information

• To provide the service: Customer information collected via SMS is passed to the relevant tradie as a lead.
• To send notifications: We send SMS alerts to tradies when a new lead comes in.
• To improve the AI: Conversation data may be used in anonymised, aggregated form to improve our AI assistant's responses.
• To contact you: We may contact you about your account, billing, or service updates.
• Legal obligations: We may retain or disclose information where required by law.

4. Third-Party Services

We use the following trusted third-party providers to deliver our service:

We do not sell your data to any third party.

5. Data Retention

• Active accounts: Conversation and lead data is retained while your account is active.
• Demo conversations: SMS message content from web demo conversations is deleted after the conversation ends. Only the summarised lead information is retained briefly for display, then cleared.
• After cancellation: Your data is retained for 30 days after account closure, then permanently deleted on request.
• Customer data: Customers may request deletion of their data by contacting us or asking the relevant tradie to do so.

6. Your Rights

Under the Australian Privacy Principles, you have the right to:

• Access the personal information we hold about you
• Correct inaccurate information
• Request deletion of your data (subject to legal obligations)
• Complain about how we've handled your information

To exercise these rights, contact us at hello@rootime.com.au. We will respond within 30 days.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

7. Security

We take reasonable steps to protect your information, including:

• Encrypted passwords (never stored in plain text)
• HTTPS encryption for all web traffic
• Secure, access-controlled database
• Limiting staff access to personal data

No system is 100% secure. In the event of a data breach that is likely to cause serious harm, we will notify affected individuals and the OAIC as required by the Notifiable Data Breaches scheme.

8. Cookies

Our website uses minimal cookies necessary for authentication and session management. We do not use advertising or tracking cookies.

9. Changes to This Policy

We may update this Privacy Policy from time to time. We will post the updated version on this page and notify you by email if the changes are material. The "Last updated" date at the top of this page reflects when it was last revised.

10. Contact & Complaints

For any privacy-related questions or complaints:

Rootime
Queensland, Australia
hello@rootime.com.au

We take privacy complaints seriously and aim to resolve them within 30 days. If you are unsatisfied, you can escalate to the OAIC.