Privacy Policy

Clientwise (“we”, “us”, “our”) operates the Clientwise service and our website at clientwise.com.au. We are an Australian-based business.

We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). Whether we are legally required to comply in full depends on our size and activities, and the rules are changing, but we have chosen to hold ourselves to the APPs either way.

Clientwise is a private record-keeping tool for businesses, so we deal with two groups of people:

• Users — business owners and team members who have a Clientwise account, or who have asked for one.
• Customers — people that a business records information about in Clientwise. Customers are not Clientwise users and don’t have a direct relationship with us.

For Users, we decide how their information is used to run the service. For Customers, the business decides what to record and why; we hold that information on the business’s behalf so it can use the service. The sections below explain how this works for each group.

About Users and people who request access

• Access requests: your name, business name, ABN, email address, phone number (optional), the plan you’re interested in, and any message you send us.
• Account details: your email address, a password (stored only in hashed form — we cannot read it), your business name and ABN, the display name shown against reviews you write, and your role (owner or team member).
• Team invitations: invitation links, who created them, when they expire, and whether they were accepted.
• Content you create: reviews you log (see below), with the date and which account wrote them.
• Communications: emails and messages you send us.
• Technical information: IP address, browser and device type, and request and security logs; authentication cookies; and your light/dark mode preference, stored in your browser.

About Customers

• Identifying details: the Customer’s phone number (stored in a standard format) and the name the business entered for them.
• Reviews a business records: five scores from 1 to 5 (purchase intent, customer value, engagement, outcome, and follow-up commitment), the average of those scores, optional tags (for example “On-time” or “No-show”), an optional free-text comment, the date, and which team account wrote it.
• Anything else a business chooses to type into a comment.

Information we ask businesses not to record

We don’t ask for, and our Terms prohibit businesses from recording, sensitive information about Customers — such as health information, racial or ethnic origin, religious or political beliefs, sexual orientation, criminal record, or biometric information — or government identifiers and financial account or card numbers. If we become aware that this kind of information has been recorded, we may delete it.

What we don’t collect

We don’t currently collect payment card details through the website. If that changes, we’ll use a payment provider and update this policy. We don’t knowingly create accounts for people under 18.

• Directly from Users — when you submit the request access form, set up or use your account, or contact us.
• About Customers, from the business — we collect Customer information from the business that records it, not from the Customer. It is generally not practicable for us to notify each Customer when a business records something about them, so our Terms require businesses to handle their own collection notices and obligations to Customers.
• Automatically — through cookies and server logs when you use the website.

We use personal information to:

• operate the service, including showing reviews to a business’s team and calculating averages and dashboard statistics from the scores a business enters;
• assess access requests — including checking the ABN you give us against the public ABN Lookup register run by the Australian Business Register — and set up, secure and manage accounts;
• send service emails, such as invitations and password resets, and reply to enquiries;
• prevent fraud, abuse and security incidents, including rate-limiting requests;
• provide support and administer billing;
• maintain and improve the service, using aggregated or de-identified information where we can;
• comply with the law, and enforce our Terms and resolve disputes.

We don’t sell personal information, and we don’t use it for advertising. We don’t use Customer information for our own purposes other than operating and securing the service and meeting our legal obligations.

Clientwise works out simple averages and counts from scores a business enters. It doesn’t make decisions or recommendations about Customers and doesn’t use automated decision-making about individuals; decisions remain with the business.

Inside a business

Every account in the same business can see every review that business has logged. Each person can edit or delete only the reviews they wrote themselves. On plans that include multiple accounts, a business’s owner can invite team members by link.

Other businesses

Other businesses can’t see your records. Reviews and customer details are private to the business that created them. The names, phone numbers, scores, tags and comments a business records about a Customer can’t be seen by any other business — even when the same person is a customer of several businesses that use Clientwise. Each business keeps its own separate records. We don’t publish them, and we don’t show them to the Customer.

Us

Our administrators can access account information when needed to set up accounts, provide support, investigate abuse and keep the service secure.

Others

• the service providers listed in the next section, who handle information on our behalf;
• courts, regulators and law enforcement, where the law requires or authorises it, or to protect people’s safety or our legal rights;
• a buyer or successor, if we sell or restructure the business (we’ll tell you, and the same protections will continue to apply);
• anyone else, with your consent.

We use the following providers to run Clientwise. They handle personal information only to provide their service to us:

• Supabase — database, user authentication, and account emails such as invitations and password resets. Location: [database region, e.g. Sydney, Australia].
• Vercel — website hosting and delivery. Location: global infrastructure, including the United States.
• Resend — sending email, such as access-request notifications. Location: outside Australia, including the United States.
• Microsoft (Outlook) — receiving and storing our email inbox, including access requests and support emails. Location: outside Australia, including the United States.

Some of these providers store or access information outside Australia. Before disclosing personal information overseas, we take reasonable steps to ensure the recipient handles it consistently with the APPs — for example, by using established providers with contractual privacy and security commitments.

We use essential cookies set by our authentication provider to keep you signed in, and your browser’s local storage to remember your light/dark mode choice. We don’t currently use advertising cookies or third-party analytics. You can block cookies in your browser, but you won’t be able to stay signed in. Our hosting providers may also keep standard server logs, including IP addresses.

We take reasonable steps to protect personal information, including:

• encrypting data in transit (HTTPS), with our infrastructure providers encrypting stored data;
• storing passwords only in hashed form;
• database-level access controls so that a business’s reviews can only be read by that business;
• limiting administrator access and restricting privileged actions to authorised accounts.

No system is completely secure, so please keep your password confidential. If we have reason to believe an eligible data breach has occurred, we’ll assess it promptly and, where required by the Notifiable Data Breaches scheme, notify affected individuals and the Office of the Australian Information Commissioner (OAIC).

• Accounts and reviews: while the account is active and as needed to provide the service.
• After an account is closed: we may keep the business’s records and reviews so the business can restore them if it returns. You can ask us at any time to permanently delete or de-identify your information (see “Your rights”), and we’ll act on reasonable requests within a reasonable time, subject to any legal obligation to keep records.
• Access requests and emails: for as long as needed to respond and keep reasonable records. If you don’t become a customer, you can ask us to delete them.
• Backups and logs: kept by our providers for limited periods before being overwritten.

When we no longer need personal information for any purpose we’re permitted to use it for, we take reasonable steps to destroy or de-identify it.

If you’re a User

You can ask for access to the personal information we hold about you, or for it to be corrected, by emailing clientwise@outlook.com. We’ll respond within 30 days. We may need to verify your identity first, and if we refuse a request we’ll explain why in writing, as the APPs allow.

If you’re a Customer

You’re welcome to contact us to ask whether we hold information about you, or to ask for it to be corrected or removed. Because reviews are written and controlled by the business that recorded them, and are held on its behalf, we may need to involve that business in responding. If you believe information about you is inaccurate, out of date, or has been recorded unlawfully, tell us and we’ll investigate; where appropriate we’ll correct or remove it.

Deletion

Australian law doesn’t currently give a general right to erasure, but we’ll delete or de-identify information we no longer need, and we’ll consider reasonable requests to delete it sooner.

If you have a privacy concern, contact us first at clientwise@outlook.com. We will acknowledge your complaint promptly and aim to resolve it within 30 days.

If you’re not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at www.oaic.gov.au or on 1300 363 992.

We send service emails — invitations, password resets, and replies to your enquiries. We won’t send you marketing emails without your consent, and any we send will include a way to unsubscribe, in line with the Spam Act 2003 (Cth).

We may update this policy as the service or the law changes. The date at the top shows when it was last updated. If we make a significant change, we’ll tell Users by email or with a notice on the site.

Privacy enquiries, access and correction requests, and complaints:

• Email: clientwise@outlook.com