Kaelo Agents

KAELO AGENTS — PRIVACY POLICY

Version v3 — Effective 18 August 2026

Kaelo AI Pty Ltd ABN 77 698 811 013 trading as Kaelo Agents

1. About This Policy

Kaelo AI Pty Ltd ABN 77 698 811 013 trading as Kaelo Agents (Kaelo Agents, we, us or our) is committed to protecting privacy in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply. This Privacy Policy explains how we collect, use, store and disclose personal information.

2. What Information We Collect

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

  • contact details, including name, email address, phone number, business name, ABN and address;
  • business information provided during sign-up or onboarding, including services, pricing, business hours, FAQs, service areas, contact preferences and call handling rules;
  • call recordings, transcripts, summaries, caller details, enquiry details and booking request information handled by the AI agent;
  • information provided by callers to your business, including their name, phone number, suburb, issue, urgency, availability and other enquiry details;
  • dashboard and account information, including login details, user roles, documents accessed and support requests;
  • payment and billing information, including plan, invoices, receipts, payment status, payment provider identifiers and transaction records;
  • legal acceptance records, including accepted document versions, timestamp, authorised person details, IP address where available, and browser/user-agent where available;
  • marketing preferences and communication history; and
  • website usage information, cookies, analytics data and technical information such as device, browser, pages visited and approximate location where available.

3. How We Collect Information

We collect information directly from you through website forms, sign-up forms, onboarding forms, dashboard forms, email, phone calls and support requests. We also collect information automatically through website analytics, cookies, call handling systems, dashboard activity, payment events and AI agent workflows.

We may also collect information from your customers or prospective customers when they interact with the AI agent, contact your business through a Kaelo-supported phone number, reply to SMS or email communications, or provide enquiry or booking details.

4. How We Use Information

We use personal information to:

  • provide, operate, maintain and improve the Kaelo Agents service;
  • answer calls, take messages, capture leads, manage booking requests and prepare call summaries;
  • configure and maintain AI agents, prompts, FAQs, service areas and call handling rules;
  • communicate with clients about onboarding, setup, support, billing, documents and service changes;
  • send service documents, invoices, receipts, notices and confirmation emails;
  • manage dashboard access, account security and client document access;
  • process payments, discounts, promo codes, waivers and billing records;
  • monitor quality, troubleshoot issues, resolve disputes and investigate misuse;
  • send marketing communications where consent has been provided and provide unsubscribe options;
  • meet legal, tax, accounting, reporting and regulatory obligations; and
  • improve our services using operational, aggregated or de-identified information.

5. Call Recording

Calls handled by a Kaelo Agents AI agent may be recorded for quality, training, service operation and dispute-resolution purposes. Callers are notified of recording at the start of calls where recording is enabled. Call recordings may include personal information provided by callers and must be treated as confidential business and personal information.

6. Disclosure to Third-Party Providers and Overseas Processing

Kaelo Agents uses trusted third-party service providers to help deliver its services. These providers may include voice AI, telephony, SMS, database, automation, website, hosting, email, analytics, payment, document generation and support providers. Examples may include Retell AI, Twilio, Supabase, Make.com, Lovable, payment providers and other providers used from time to time.

Some of these providers may store, process, access or disclose personal information outside Australia, including in the United States and other jurisdictions. We take reasonable steps to select reputable providers and to ensure that service providers handle personal information securely and only for the purposes of providing services to us.

We do not sell personal information to third parties.

7. Website Cookies, Analytics and Tracking

Our website and app may use cookies, analytics tools and similar technologies to operate the website, understand usage, improve performance, remember preferences and measure marketing effectiveness. You can adjust browser settings to refuse cookies, but some features may not work correctly.

8. Marketing Communications

Where you have consented or where permitted by law, we may send occasional Kaelo Agents updates, offers or product information. Marketing messages will identify Kaelo Agents as the sender and provide an unsubscribe option where required. You can unsubscribe at any time.

9. Data Storage and Security

We take reasonable technical and organisational steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. These steps may include access controls, authentication, private storage, secure provider systems, least-privilege access and operational monitoring.

No system is completely secure. Clients are responsible for maintaining the confidentiality of their dashboard login details and for promptly notifying us of any suspected unauthorised access.

10. Access and Correction

You may request access to, or correction of, personal information we hold about you or your business by contacting support@kaelo.com.au. We may need to verify your identity before responding. We will respond within a reasonable time and may refuse access where permitted by law.

11. Data Retention

We retain personal information for as long as reasonably necessary to provide our services, maintain business and legal records, resolve disputes, comply with tax, accounting or reporting obligations, and operate securely. Call recordings, transcripts, summaries, lead records, billing records and agreement acceptance records may be retained after cancellation where required for legal, accounting, dispute-resolution or operational purposes.

When information is no longer required, we may delete, archive or de-identify it in accordance with our operational and legal requirements.

12. Data Breaches

If we become aware of a data breach involving personal information, we will assess the incident and take reasonable steps to contain, investigate and remediate it. Where required by law, we will notify affected individuals and the Office of the Australian Information Commissioner.

13. Complaints

If you have concerns about how we handle personal information, contact us at support@kaelo.com.au. We will consider your complaint and respond within a reasonable time. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner at oaic.gov.au.

14. Changes to This Policy

We may update this Privacy Policy from time to time. The current version will be available on our website. Continued use of our website, dashboard or services after changes are posted indicates acknowledgement of the updated policy.

15. Contact Us

For privacy-related questions, access or correction requests, or complaints, contact support@kaelo.com.au.