Privacy Policy

Who we are

cadence IQ builds and manages AI communication systems for appointment-based businesses. Our clients are businesses such as aesthetic and injectables clinics. That means we handle two different kinds of personal information, and this policy covers both:

• Information about you if you visit our website, contact us, or test our demo.
• Information about our clients' clients and customers, which we process on our clients' behalf to deliver the service.

Information we collect about you

When you contact us or enquire: your name, business name, email address, phone number, and anything you include in your message.

When you use our demo: our demo lets you interact with a live AI agent by chat, phone or booking page. Those interactions, including call recordings, transcripts and messages, are collected and may be reviewed to operate and improve the service. You're welcome to test the demo without providing your real details, and please don't share sensitive personal information when testing.

When you browse our site: we use Google Analytics to understand how visitors use our website, including information such as pages viewed, device and browser type, referring pages, and approximate location. Google Analytics collects this information using cookies and similar technologies. Some of this information is processed by Google on servers located outside Australia, including in the United States (see Overseas disclosure below). You can opt out of Google Analytics using the Google Analytics Opt-out Browser Add-on, adjust your cookie preferences through your browser settings, or contact us to ask what analytics data we hold about you. For details on how Google handles this data, see Google's Privacy Policy.

Business contact information: because we sell to businesses, we sometimes collect publicly available business contact details (for example, a clinic's name and business contact information from its website or professional profiles) to get in touch about our services. Our commercial messages comply with the Spam Act 2003 (Cth): we identify ourselves and you can opt out at any time, and when you ask us to stop contacting you, we will.

Information we process for our clients

When a clinic or business engages us, they provide information about their clients or customers so we can deliver the service. Depending on the modules in use, this can include names, contact details, appointment and booking information, and communication history, including call recordings and transcripts where the AI answers calls.

Some of this information may be health information, which the Privacy Act treats as sensitive information. We treat it accordingly: it receives our highest standard of care, we handle it only as needed to deliver the service, and we comply with the Australian Privacy Principles in respect of it regardless of any exemption that might otherwise apply.

For this information:

• Our client owns it. We process it only to deliver the service they've engaged us for, under our agreement with them, and on their instructions.
• We don't sell it, and we don't use it for our own marketing.
• Consent sits with the client. Our clients are responsible for having the right consents to communicate with their clients and customers, and every message our systems send respects opt-outs. If you receive a message from a business through our system and want to stop, reply with the opt-out option provided or contact the business directly.
• If you contact us about your information held for a client, we'll refer your request to that business and assist them to respond, since they own the relationship and the data.
• When a client leaves, we export their data back to them and delete our copies, except records we're required to keep by law.

How we use personal information

We use personal information to respond to enquiries, provide and improve our services, operate the demo, communicate with prospective and current clients, and meet our legal obligations. We do not sell personal information to anyone.

Overseas disclosure

To run our services we use trusted third-party providers for messaging, telephony, AI processing, scheduling and workflow automation. Some of these providers store or process data outside Australia, including in the United States. Where we disclose personal information overseas, we take reasonable steps to ensure it is handled consistently with the Australian Privacy Principles.

Security

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. These steps include access controls, encryption in transit, and limiting access to the information our team and systems actually need. No system is perfectly secure, but we treat the data we hold, particularly data belonging to our clients' clients, as the most sensitive thing we look after.

Data breaches

If a data breach occurs that is likely to result in serious harm, we will act in line with the Notifiable Data Breaches scheme, including notifying affected individuals and the Office of the Australian Information Commissioner where required, and cooperating fully with affected clients.

Retention

We keep personal information only as long as we need it for the purposes described above or as required by law, and then delete or de-identify it.

Access, correction and complaints

You can ask us what personal information we hold about you, ask us to correct it, or make a privacy complaint by contacting us. We'll respond within a reasonable time, and for complaints we'll acknowledge promptly and aim to resolve the matter within 30 days.

If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or 1300 363 992.

Changes to this policy

We may update this policy from time to time. The current version will always be on this page with the date it took effect.

Contact

Cadence IQ Pty Ltd
ABN 41 699 349 150
Sydney, Australia