Privacy policy

1. Who we are

This policy describes how the operator of Melo handles personal information. Operator: [Legal name — to be supplied], ABN [ABN — to be supplied], [Registered address — to be supplied].

For your account data, we are the APP entity (the organisation that holds the information). For personal information about your customers that you put through Melo (callers, email senders, job contacts), we process that information to provide the service to you. You are responsible for your own privacy notices to those people.

Contact: meloaisupport@gmail.com. Mail from Melo is sent from hello@officialmelo.com (send-only). Privacy officer: [Name / email if different — to be supplied].

2. What we collect

Depending on how you use Melo, we may collect:

• Account identity: name, email, Google account identifiers if you sign in with Google, password hashes if you use email sign-in.
• Business training material you provide (website URL, description of work, tools you use).
• Office content: jobs, quotes, invoices, messages, calendar notes, knowledge you paste in.
• Customer / client data you run through Melo: names, phone numbers, emails, addresses, job details that appear in calls or messages.
• Call and voice data: audio, voicemail, transcripts, call metadata (time, duration, numbers), when the receptionist or voice features are used.
• Usage logs needed to run and secure the service (for example sign-in time, IP, basic device/browser data).
• Billing details via our payment processor when you subscribe (we do not store full card numbers on Melo’s servers).

We do not buy marketing lists to populate Melo. We do not require government identifiers to open an account.

3. Why we collect it

We collect and use this information to:

• create and secure your account;
• run the office: answer, transcribe, draft, book, quote and invoice as you configure;
• train Melo on the material you submit for your office only;
• bill you, prevent fraud, and provide support;
• meet legal obligations we have (for example tax records once issued).

We do not sell personal information. We do not use your customers’ content to advertise to them for our own products.

4. AI processing

Content you submit, including call transcripts and messages, is sent to automated systems so Melo can generate replies and office work. Output can be wrong. See the Terms. We do not use your office content to publicly train a general model for other customers.

5. Call and voice recordings

Voice features process audio so Melo can speak and so you can replay or read the call. Audio and transcripts are stored with your office. You must tell callers if the law that applies to you requires it. Recording rules vary by Australian state and territory; that is your responsibility.

6. Subprocessors

We use other companies to run Melo. They only get what that job requires. Current and applicable processors:

If you later connect other apps (for example a messaging network or accounting tool), that provider also processes the data you choose to share, under their terms. We do not list a provider here until that integration is actually in use.

7. Overseas disclosure

Neon for Melo production is configured in Sydney, Australia. Other processors (including Vercel, Google, Stripe, ElevenLabs and Twilio) may handle data in the United States and other countries.

Where we disclose personal information outside Australia, we take such steps as are reasonable in the circumstances to ensure the overseas recipient does not breach the Australian Privacy Principles (APP 8). Those recipients may be required to disclose information to foreign courts, law enforcement, or regulators. We do not claim a specific overseas certification in this draft.

8. Security

We use HTTPS, access-controlled hosting, hashed passwords for email accounts, and office-level account separation in the application. No method of transmission or storage is fully secure. You must use a strong password and keep Google access to trusted people only.

If we become aware of a data breach that is likely to cause serious harm, we will follow the Notifiable Data Breaches scheme as required.

9. Retention and deletion

We keep account and office data while the account is open. After cancellation we may retain records for a limited period for support, dispute handling, and legal/tax requirements [retention periods — to be confirmed with accountant / lawyer].

You can ask us to delete workspace data. We will do so except where we must keep a copy (for example a paid invoice). Deletion from backups may lag.

10. Access, correction and complaints

You may request access to, or correction of, personal information we hold about you, and you may complain about our handling of it. Email meloaisupport@gmail.com. We will respond in a reasonable time.

If you are not satisfied, you may contact the Office of the Australian Information Commissioner (OAIC): oaic.gov.au.

Your customers should usually contact you first about their information in your office. We will cooperate with a valid request that you are authorised to make.

11. Cookies

Melo uses essential cookies (and similar storage) to keep you signed in and to protect the account. We do not currently use non-essential analytics, advertising, or tracking cookies. There is no cookie banner because those technologies are not in use. If that changes, we will update this policy and add a notice before they run.

12. Children

Melo is a business product. It is not directed at children under 18.

13. Changes

We may update this policy. The date at the top will change. Continued use after an update is acceptance of the revised policy.

14. Contact

meloaisupport@gmail.com. Postal: [Registered address — to be supplied]. Related: Terms of Service.