Privacy Policy

1. Information we may collect

Depending on how you interact with us, we may collect information including:

• your name;

• email address;

• telephone number;

• business name;

• job title;

• website;

• information you provide through forms or bookings;

• communications with LeadVibe;

• Information relating to your business, lead generation or sales processes;

• billing and transaction information;

• IP address;

• browser, device and technical information;

• website usage and analytics information; and

• cookie and similar technology data.

When providing LeadVibe services to a client, we may also process information supplied by or on behalf of that client, such as:

• customer and lead contact details;

• enquiry records;

• lead source information;

• CRM records;

• message and conversation history;

• appointment information;

• qualification information;

• calendar information; and

• information generated through automated workflows.

We do not intentionally seek sensitive information unless it is reasonably necessary for an authorised purpose and appropriate safeguards and permissions are in place.

2. How we collect information

We may collect personal information:

• directly from you;

• when you complete a website form;

• when you book a call;

• through email, telephone, SMS or other communications;

• when you become a client;

• through cookies and analytics tools;

• from a client that has engaged us to provide services;

• through CRM, advertising, calendar and other business integrations; and

• from service providers or third-party platforms where permitted.

3. Why we use personal information

We may collect, hold, use and disclose personal information to:

• respond to enquiries;

• arrange consultations and demonstrations;

• assess whether LeadVibe is suitable for a business;

• provide and administer our services;

• operate lead response, follow-up and reactivation workflows;

• facilitate customer conversations;

• qualify enquiries;

• facilitate appointment scheduling;

• integrate with client systems;

• manage accounts and billing;

• provide customer support;

• maintain and improve our website and services;

• analyse performance and usage;

• prevent misuse, fraud or security incidents;

• meet legal and regulatory obligations;

• communicate with clients and prospects; and

• conduct marketing where permitted by law.

We will not use personal information for an unrelated purpose where doing so would be inconsistent with applicable privacy law.

4. Client data and LeadVibe services

In many cases, LeadVibe processes personal information on behalf of a business client.

The client is responsible for determining whether it has an appropriate legal and privacy basis for collecting the information and instructing LeadVibe to process or communicate with the relevant contacts.

LeadVibe may use the information only as reasonably necessary to provide the agreed services, operate the relevant workflows, maintain security, comply with law and otherwise perform our contractual obligations.

We do not regard access to a CRM record alone as establishing permission to send marketing communications.

5. AI and automated systems

LeadVibe uses artificial intelligence and automated software as part of its services.

These systems may assist with activities such as:

• drafting or generating responses;

• interpreting enquiries;

• categorising leads;

• applying client-defined qualification criteria;

• determining appropriate follow-up workflows;

• routing conversations;

• scheduling appointments; and

• identifying when human intervention is required.

Where appropriate, clients determine the relevant operating rules, qualification criteria and escalation requirements.

Unless expressly agreed otherwise, LeadVibe’s systems are not designed to make decisions that determine an individual’s legal rights or access to essential services without appropriate safeguards.

We may update this policy where necessary to reflect changes to our use of automated systems or applicable privacy requirements.

6. Direct marketing

We may contact you about LeadVibe products or services where permitted by law.

Electronic marketing communications will be handled in accordance with applicable Australian requirements.

Where required, commercial electronic messages will:

• be sent with the necessary consent;

• identify the sender;

• provide sender contact information; and

• include a functional unsubscribe mechanism.

You can opt out of marketing communications at any time.

7. Who we disclose information to

We may disclose personal information where reasonably necessary to:

• our employees and contractors;

• cloud hosting providers;

• CRM and customer-management providers;

• telecommunications and messaging providers;

• AI and automation technology providers;

• calendar and scheduling providers;

• analytics providers;

• payment and accounting providers;

• professional advisers;

• cybersecurity and technical service providers;

• government agencies, regulators or law-enforcement bodies where required; and

• other parties with your consent or where permitted by law.

We seek to use service providers that maintain appropriate privacy and security standards.

8. Overseas disclosure

Some of our technology and service providers may store or process information outside Australia.

Where Australian privacy law applies, we take reasonable steps regarding overseas handling of personal information as required by law.

Because our technology providers and hosting arrangements may change, you may contact us for further information about the current locations in which information may be processed.

9. Cookies and analytics

Our website may use cookies and similar technologies to:

• operate the website;

• remember preferences;

• understand website traffic;

• measure marketing performance;

• improve user experience; and

• detect security or technical issues.

You may be able to block or delete cookies through your browser settings, although some website functionality may be affected.

Where required, we will obtain appropriate consent before using optional cookies or tracking technologies.

10. How we protect information

We take reasonable technical and organisational steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.

Measures may include:

• access controls;

• authentication;

• secure cloud systems;

• restricted staff and contractor access;

• security monitoring;

• contractual confidentiality obligations; and

• appropriate technical safeguards.

11. Retention and deletion

We retain personal information only for as long as reasonably necessary for:

• the purposes for which it was collected;

• providing our services;

• legitimate business and record-keeping requirements; and

• legal or regulatory obligations.

When information is no longer required, we may securely delete or de-identify it where appropriate.

Client data may also be subject to retention or deletion requirements specified in the applicable client agreement.

12. Access and correction

You may request access to personal information that we hold about you or ask us to correct information that is inaccurate, incomplete or out of date.

To make a request, contact: privacy@leadvibe.com.au

We may need to verify your identity before responding.

In some circumstances, applicable law may permit or require us to refuse access. If so, we will provide an explanation where required.

13. Privacy complaints

If you believe we have mishandled your personal information, please contact us at: privacy@leadvibe.com.au

Please provide enough information for us to understand and investigate the issue.

We will review the complaint and respond within a reasonable period.

If you are not satisfied with our response and the Privacy Act applies, you may be able to make a complaint to the Office of the Australian Information Commissioner (OAIC).

14. Data breaches

Where we become aware of a data breach involving personal information, we will assess and respond to the incident in accordance with applicable law, including any notification obligations that apply.

15. Third-party websites

Our website may link to third-party websites or platforms.

We are not responsible for the privacy practices of those third parties and recommend reviewing their privacy policies separately.

16. Changes to this Privacy Policy

We may update this Privacy Policy when:

• our services change;

• our technology providers change;

• our data handling practices change; or

• applicable laws or regulatory guidance change.

The current version will always display its latest update date.

17. Contact us

For privacy enquiries, requests or complaints:

LeadVibe

Geoterra AI Pty Ltd t/a LeadVibe  |  ABN: 36 690 981 438

Email: privacy@leadvibe.com.au