Privacy Policy

addEASE is operated by Formosa AI (ABN 74 950 152 951), based in Melbourne, Australia. We are subject to the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Privacy questions: hello@addease.com.au

Business owner information

• Name, email address, and password (for account access)
• Business name, address, phone, and ABN
• Billing information (processed by Stripe, so we never see card numbers)

Your customers' information (collected on your behalf)

• Name, email address, and phone number (provided during booking)
• Appointment history and booking preferences
• Conversation transcripts from the chat widget and SMS
• Scheduling preferences inferred from conversations (see Section 5)

Usage data

• Widget interaction logs and technical request metadata
• Feature usage for product improvement

We use your information to:

• Operate the addEASE platform and process bookings
• Send appointment confirmations, reminders, and follow-ups on behalf of your business
• Generate AI responses to customer enquiries
• Provide you with the dashboard, analytics, and Owner Chat features
• Improve our service and fix technical issues

We do not sell your data or your customers' data to any third party. We do not use customer data for advertising.

addEASE uses AI to respond to customer enquiries and assist with bookings. Here is exactly what happens:

When a customer completes a booking, addEASE may infer scheduling preferences from the conversation (for example, preferred days or times). This information is:

• Stored in your addEASE account against that customer's record
• Used only to make future conversations more helpful (for example, suggesting their preferred time slot)
• Visible to your staff in the Clients section of the dashboard
• Never sold, shared, or used for any other purpose

Customers can request deletion of their inferred preferences at any time. See Section 9.

When a customer texts your addEASE business number:

• Their phone number and message are stored in your addEASE account
• addEASE's AI may respond automatically (autopilot mode) or route the message to your staff
• SMS is delivered through our telecommunications provider using an Australian sender number

Customers can reply STOP at any time to opt out of automated SMS responses.

addEASE offers optional Google integrations. Our use of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.

• Google sign-in: if you choose to sign in with Google, we use your Google account only to verify who you are. We receive your name and email address to create and secure your addEASE account. We do not access anything else in your Google account.
• Google Calendar: if you connect Google Calendar, we use calendar access only to add and update your addEASE appointments in your calendar. We do not read, store, or share your other calendar events.

We do not use Google user data for advertising, and we do not sell it or transfer it to others except as needed to provide these features or as required by law. You can disconnect Google Calendar at any time in Settings → Integrations, and revoke addEASE's access from your Google Account permissions page.

To run addEASE, we use a small number of trusted service providers who process data on our behalf. Your data is stored in Australia; some providers process certain data overseas (primarily in the United States) to deliver their part of the service. We disclose each below so you can meet your own APP 8 obligations.

We do not share data with advertisers, data brokers, or any party not needed to run the service. We can provide the current list of named providers on request.

• Account data: retained while your account is active, deleted within 30 days of account closure
• Customer records: retained for 7 years to comply with Australian business record-keeping requirements, unless you request earlier deletion
• Conversation transcripts: retained for 2 years, then deleted
• AI provider request logs: up to 30 days, held by the provider for safety review only

Under the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), individuals have the right to:

• Access: request a copy of the personal information we hold about them
• Correction: ask us to correct inaccurate information
• Deletion: request deletion of their data (subject to legal retention requirements)
• Opt out of automated decisions: request that a human review any AI-assisted outcome affecting them
• Complaints: lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au

To exercise any of these rights, contact us at hello@addease.com.au. We will respond within 30 days.

Business owners: if one of your customers contacts you about their data, you can access, correct, or delete their record from the Clients section of your addEASE dashboard, or forward the request to us.

Note for health and legal businesses: Healthcare practices and legal service providers are subject to additional obligations under their sector-specific legislation (e.g. Health Records Act, legal professional privilege). addEASE stores your data in Australia and discloses its overseas service providers transparently (Section 7) to help you assess compliance. This is not legal advice, so please seek independent advice where these obligations apply to you.

• All data is encrypted in transit (TLS 1.3) and at rest (AES-256)
• Your account, client records, bookings, and conversation history are stored in Australia; some processing (AI, SMS, email, payments) is carried out by the overseas providers disclosed in Section 7
• Access to production systems is restricted to authorised addEASE personnel
• Authentication uses industry-standard session tokens with automatic expiry
• Strict data isolation is enforced at the database level, so each business can only access their own data, never another business's
• AI responses are restricted to your approved Knowledge Base, so the AI cannot improvise on policies, pricing, or procedures
• We conduct regular security reviews of our codebase and infrastructure

If you discover a security vulnerability, please report it to hello@addease.com.au. We take all reports seriously.

addEASE uses only essential cookies required for authentication (session token). We do not use tracking, advertising, or analytics cookies. No third-party cookie consent banners are required.

addEASE is a business tool not intended for use by persons under 18. We do not knowingly collect information from minors.

We may update this policy as our product evolves. We will notify business owners by email at least 14 days before any material change takes effect. The current version is always available at addease.com.au/privacy.

For any privacy-related question, access request, or complaint: