Privacy Policy

This Privacy Policy explains how Leadhand Pty Ltd (ABN 37 699 652 072) (Leadhand, we, us or our) handles personal information. We are based in Queensland, Australia and we are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Leadhand is job-management software for Australian trade businesses. In this policy, a customer is a business that subscribes to Leadhand, and a client is one of that business's own customers whose details the business records in Leadhand. We act as the custodian of the information our customers put into the platform, and the customer remains responsible for what they collect and how they use it.

What this policy covers

This policy covers personal information we handle as a business: account holders, people who contact us, and visitors to our website. The way we handle the data a customer stores about their own clients is governed by our agreement with that customer (see our Terms of Service) and by the section on customer data below.

The kinds of information we collect

We collect personal information, which may include:

• Account information - your name, business name, email address, phone number, role and login credentials.
• Billing information - your billing contact and subscription details. Card payments are processed by Stripe; we do not store full card numbers on our systems.
• Customer data you enter - the records you create in Leadhand, including details of your clients (names, addresses, contact details), jobs, quotes, invoices, photos, forms and notes.
• Usage and device information - log data, IP address, browser and device type, and how you use the app, which we use to run, secure and improve the service.
• Acquisition information - the marketing source and campaign attached to a visit, a random one-way identifier used to link a website journey to a completed business signup, and the answer you give when we ask how you heard about Leadhand. We do not place your email address or other account details in that identifier.
• Support and enquiry information - what you tell us when you email us, request a demo or ask for help.
• Business outreach information - limited professional contact details that a trade business has published for business enquiries, including the business name, work email address, contact role, trade, location, source page and the date we checked it.
• Communications and AI receptionist information - inbound and outbound message content, caller details, call recordings and transcripts, and the booking or enquiry details collected during a call when these features are used.

We do not ask you to upload sensitive information (such as health or safety records) unless it is necessary for your lawful use of the service. If you do, you are responsible for having any required consent or lawful basis, and we handle it as part of your customer data under this policy.

How we collect information

We collect most information directly from you - when you sign up, set up your account, use the app, or contact us. We also collect some information automatically through cookies and similar technology when you use our website and app. Where it is reasonable and practicable, we collect personal information directly from the individual it is about.

Our website records limited first-party events such as a marketing page view, a click to start signup and the start of the signup form. The page path is recorded without its query string. If you create a business, we can link those events using a one-way hash of the random browser identifier and the acquisition answer you provide during onboarding.

For limited business-to-business outreach, we may collect a professional contact address from the trade business's own public website or another public business page. We record where and when we found it, check for any statement refusing unsolicited commercial messages, and use it only when Leadhand is directly relevant to the published business role or function. General web search may help us discover a trade business, but a person verifies each address against the business's own source page before contact. We do not buy or use harvested-address lists.

Where a customer enters information about their clients, we collect that information on the customer's behalf. The customer is responsible for having the right to provide it to us and for telling their clients how their information is handled.

Why we collect, hold and use information

We collect, hold and use personal information to:

• create and manage your account and provide the Leadhand service;
• process subscriptions, payments and invoices;
• provide support and respond to your enquiries;
• keep the service secure, prevent misuse, and meet our legal obligations;
• improve and develop features and understand how the product is used; and
• send you service-related messages and, where you have not opted out, occasional product updates.
• introduce Leadhand to a trade business at a conspicuously published business address where the message is relevant to that address's role or function and Australian spam law permits it.

If we cannot collect the information we reasonably need, we may not be able to provide the service or respond to your request.

How we hold and protect information

We hold personal information in our cloud infrastructure and take reasonable steps to protect it from misuse, interference, loss, and unauthorised access, modification or disclosure. These steps include encryption in transit and at rest, access controls, and limiting access to the people who need it. Our security practices are described further on our Security page.

No method of transmission or storage is completely secure, so we cannot guarantee absolute security. If we become aware of a data breach that is likely to cause serious harm, we will act in line with the Notifiable Data Breaches scheme under the Privacy Act.

Disclosure to others

We do not sell personal information. We disclose personal information to the service providers who help us run Leadhand, and only so they can provide their service to us. Our providers are listed on our Security page. They include infrastructure, payments, email, messaging, monitoring, AI and accounting-integration providers.

We may also disclose personal information:

• where you ask us to or have given consent;
• where required or authorised by law, or to a court, regulator or law enforcement body; and
• to a purchaser or successor if we sell or restructure all or part of our business, subject to this policy.

Where we store data, and overseas disclosure (APP 8)

Your account data and the information you store about your clients are held in our database, which is hosted in Australia (Sydney). We have deliberately kept your core business data onshore.

Some providers process limited data outside Australia, including in the United States and other countries where they operate. Stripe processes billing and payment details. Resend processes transactional email. Vercel and Sentry process hosting, request, diagnostic and error data. Twilio and ClickSend process phone and messaging data. Vapi, ElevenLabs and Anthropic process AI receptionist or product-assistance data where those features are used, including call audio, transcripts or the operational details needed to answer a request. Nominatim processes address-search queries. Xero and Intuit process accounting data only when you connect the relevant integration. Google, Meta and PostHog process limited analytics or advertising data as described below.

Before disclosing personal information to an overseas recipient, we take reasonable steps to ensure the recipient handles it consistently with the Australian Privacy Principles, including through our contracts with them. We use contracts that require these providers to handle personal information consistently with the Australian Privacy Principles or equivalent protections, and we can provide a data-processing summary on request. If we add a material new overseas provider, we will give reasonable notice. You can read more about where we host data, and which providers we use, on our Security page.

Cookies and analytics

We use cookies and similar technologies to keep you signed in, remember your settings, understand how the app and website are used, attribute sign-ups to marketing campaigns, and measure advertising performance. This can include campaign parameters and pseudonymous advertising click identifiers supplied by Google or Meta. You can set your browser to refuse cookies, but some parts of the service may not work properly if you do.

A Leadhand outreach email may use an opaque campaign token in its product link. If the link is clicked, we record the campaign, recipient record and time, then carry the campaign parameters to our website so a later sign-up can be attributed. The token contains no email address or contact name. We do not place an open-tracking pixel in these outreach emails. If Google Analytics or Meta measurement is configured on the website, those providers can receive the pseudonymous outreach token and campaign parameters, including the utm_content value, after a click.

Direct marketing

We may send you product updates and offers about Leadhand. Every marketing email includes an unsubscribe link, and you can opt out at any time by using that link or emailing us at hello@leadhand.com.au. We will still send you service messages you need to run your account, such as billing notices and security alerts.

For business outreach, each message identifies Leadhand Pty Ltd and our contact details, explains why the address received the message, and links to a one-step unsubscribe. We apply an unsubscribe immediately and keep a minimal suppression record so the address is not added to a later outreach campaign. You can also ask where we obtained a professional contact address by emailing us.

Access and correction

You can access and correct most of your information directly in the app. You can also ask us for a copy of the personal information we hold about you, or ask us to correct it, by emailing hello@leadhand.com.au. We will respond within a reasonable time. If we refuse access or correction, we will tell you why and how you can complain. We do not charge for making a request, though we may charge a reasonable cost for giving access in some cases.

If you are a client of a Leadhand customer (a business that uses Leadhand), you can contact that business directly, or contact us and we will take reasonable steps to help verify and handle your request, including by working with the relevant business where appropriate.

How long we keep information

We keep personal information for as long as you have an account and for as long afterwards as we need it to meet legal, tax and record-keeping obligations or to resolve disputes. When information is no longer needed, we take reasonable steps to delete it or de-identify it. Customers can export and delete their data as described in our Terms of Service. You can request deletion of your account and personal information at any time - see our Account and Data Deletion page for how to ask and what we keep.

Outreach source and delivery records are kept only as long as reasonably needed to demonstrate consent and campaign compliance. A minimal record of an address that unsubscribed, complained or permanently bounced may be retained for longer solely to prevent further outreach to that address.

Complaints

If you have a concern or complaint about how we have handled your personal information, email us at hello@leadhand.com.au and we will investigate and respond. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or on 1300 363 992.

Changes to this policy

We may update this policy from time to time. When we make a material change, we will update the date at the top of this page and, where appropriate, let you know in the app or by email. The version published on our website is the current one.

Contact us

For any privacy question or request, contact our Privacy Officer at hello@leadhand.com.au.

You can browse our public website without identifying yourself. Creating an account requires identifying and billing details.

Leadhand Pty Ltd
ABN 37 699 652 072
Queensland, Australia