Privacy Policy

1. Introduction

Propiva Pty Ltd (ABN [INSERT ABN]) (we, us, our) is committed to protecting the privacy of personal information we collect and handle in connection with the Propiva platform (Platform). This Privacy Policy explains what personal information we collect, how we use and disclose it, and how we keep it secure.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). The Platform is a business-to-business (B2B) service; however, personal information about tenants, contractors, and other individuals may be processed through the Platform on behalf of our customers.

2. What Personal Information We Collect

2.1 Account holders and users

When you register for and use the Platform, we may collect:

• name and job title;
• business email address and phone number;
• business name and address;
• billing information (processed by Stripe; we do not store full payment card details); and
• login credentials (passwords are stored in hashed form and are never accessible to us).

2.2 Data entered into the Platform

As part of operating the Platform, you may enter or upload information relating to tenants, contractors, and building operations, including:

• tenant contact details (name, email, phone);
• maintenance request details and history;
• photographs uploaded by tenants or building managers in connection with maintenance requests; and
• contractor contact details and job records.

This information is entered by you as the account holder (or by tenants via tenant-facing features). We process this data solely to provide the Platform to you.

2.3 Information collected automatically

We may collect certain technical information automatically when you use the Platform, including IP address, browser type, device information, and usage logs. We do not currently use third-party analytics tools, but we may introduce them in the future, in which case this Policy will be updated and you will be notified as required by law.

3. How We Use Personal Information

We use personal information to:

• create and manage your account;
• provide, operate, and improve the Platform;
• process payments via Stripe;
• provide customer support;
• send service-related communications (including billing notices, product updates, and security alerts);
• comply with our legal obligations; and
• detect, investigate, and prevent fraud or misuse of the Platform.

We will not use your personal information for direct marketing without your consent. Where we seek consent, you may withdraw it at any time.

4. Artificial Intelligence Processing

The Platform uses AI technology, including Claude developed by Anthropic PBC, to assist with maintenance request triage, drafting communications, and related workflows. When you use AI-powered features, relevant data (such as maintenance request details) is transmitted to Anthropic's systems for processing.

We take reasonable steps to ensure that data shared with Anthropic is limited to what is necessary for the AI feature to function. Anthropic processes this data in accordance with its own privacy and data handling terms. We recommend reviewing Anthropic's privacy policy at anthropic.com if you have questions about how your data is handled at that level.

AI-generated outputs (such as draft communications) are stored on the Platform as part of your maintenance request records and are subject to this Privacy Policy.

5. Disclosure of Personal Information

We do not sell personal information. We may disclose personal information to:

• Stripe, Inc., for payment processing;
• Anthropic PBC, for AI feature processing (as described in section 4);
• cloud infrastructure providers (including Supabase and Vercel) for hosting and data storage;
• professional advisers (legal, accounting, auditing) under confidentiality obligations;
• law enforcement or government agencies where required by law; and
• a successor entity in the event of a merger, acquisition, or sale of our business (with prior notice to you where practicable).

Where we disclose personal information to third parties, we take reasonable steps to ensure they handle it in accordance with the APPs or equivalent privacy protections.

6. Overseas Disclosure

Some of our third-party service providers are located outside Australia, including in the United States (Stripe, Anthropic, Vercel) and other jurisdictions. By using the Platform, you consent to the transfer of personal information to these overseas recipients.

We take reasonable steps to ensure overseas recipients handle personal information in a manner consistent with the APPs, including through contractual arrangements where appropriate. However, you acknowledge that overseas recipients may be subject to foreign laws that differ from Australian privacy law.

7. Data Storage and Security

We store personal information on secure cloud infrastructure hosted by Supabase (Sydney region). We implement reasonable technical and organisational measures to protect personal information from unauthorised access, disclosure, alteration, or destruction, including:

• encryption of data in transit and at rest;
• row-level security controls within the Platform database;
• access controls limiting staff access to personal information to what is necessary; and
• regular review of our security practices.

No system is completely secure. If you become aware of any security concern relating to the Platform, please contact us immediately at hello@propiva.ai.

8. Data Retention

We retain personal information for as long as necessary to provide the Platform and comply with our legal obligations. On termination of your account, we retain your data for 90 days to allow export, after which it is deleted or de-identified.

Some information may be retained for longer periods where required by law (for example, financial records for tax purposes).

9. Access, Correction, and Complaints

You have the right to:

• request access to personal information we hold about you;
• request correction of inaccurate or incomplete information; and
• lodge a complaint if you believe we have mishandled your personal information.

To exercise these rights, contact us at hello@propiva.ai. 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) at oaic.gov.au.

10. Cookies and Tracking

The Platform uses essential session cookies necessary for authentication and core functionality. We do not currently use advertising or third-party tracking cookies. If this changes, we will update this Policy and notify you accordingly.

11. Changes to This Policy

We may update this Privacy Policy from time to time. Where changes are material, we will notify you by email or via an in-platform notice at least 14 days before the changes take effect. The current version will always be available at propiva.ai/privacy.

12. Contact Us

For privacy enquiries or to exercise your rights, contact: