Privacy Policy

1. Information We Collect

We collect personal information you provide when using LeadForge, including:

• Name, email address, and phone number (account registration)
• Workspace and organisation details
• Property addresses, valuation estimates, and comparable sales data entered into the platform
• Contact and lead information you add to your CRM
• Offer details submitted by buyers via public offer forms (name, email, phone, offer amount, finance details, solicitor information)
• Auction registrations and bidding activity (bidder name, email, phone, bid amounts, IP addresses)
• Electronic signatures, signed documents, signing field data, and related audit trails (IP address, user agent, timestamps)
• Listing proposals and CMA reports shared with vendors (view tracking, recipient details)
• Usage data, browser type, IP address, and cookies
• Payment information (processed securely by Stripe; we do not store card numbers)
• Call data, including phone numbers dialled, call duration, and call recordings or transcripts (if calling features are enabled)
• SMS and MMS message content, attached media, sender/recipient phone numbers, segment counts, and delivery status
• Content submitted to AI features (chat prompts, text generation requests, call scripts)
• Calendar and email integration data (if connected by you)
• Facebook and Instagram Lead Ad data, including lead name, email, phone number, and enquiry message received via Meta webhooks (if you connect your Facebook Page)
• Form submissions from public-facing embeddable forms (name, email, phone, and custom field responses)
• Engagement tracking data (email opens, link clicks, page views, visitor sessions)
• Inspection reports, maintenance requests, tenancy records, and rent payment data (if property management features are used)
• Support ticket submissions, including ticket content, category, priority, and internal notes added by our team

2. How We Use Your Information

We use your information to:

• Provide, operate, and improve the LeadForge platform
• Authenticate users and manage workspace access
• Send service-related notifications and updates
• Generate property risk assessments, proposals, and comparable market analysis reports
• Facilitate online offer collection, auction bidding, and bidder registration
• Process electronic signing requests, capture signatures, and maintain audit trails
• Send SMS messages and email campaigns, including drip sequences and bulk sends
• Track engagement (email opens, link clicks, page visits) to score and prioritise leads
• Process form submissions from embeddable lead capture forms
• Manage rental tenancies, inspections, maintenance requests, and rent roll data
• Route leads through pipelines and apply automated scoring rules
• Process and facilitate voice calls (Platform Calling, AI Calling)
• Process AI feature requests (chat, writing, call scripts, copilot)
• Calculate billing, usage charges, and overage fees
• Respond to support requests
• Detect, prevent, and address fraud, abuse, or technical issues
• Comply with legal obligations

We do not use your data, including CRM contacts, call recordings, or AI inputs, to train machine learning models or for any purpose unrelated to providing the LeadForge service, unless we obtain your explicit consent.

3.Data Storage & Security

Your data is stored on secure servers located in Australia and/or the United States (via Neon Serverless Postgres and Vercel). We implement industry-standard security measures including encryption in transit (TLS), hashed passwords (bcrypt), and access controls. No method of transmission over the internet is 100% secure; we cannot guarantee absolute security.

Call recordings and transcripts, where applicable, are stored in encrypted form and retained for the duration specified in Section 8 (Data Retention) below.

4. Cookies

LeadForge uses an HTTP-only session cookie (sid) to authenticate users. This cookie does not track you across third-party websites. We do not use advertising or analytics cookies without your consent.

5. Third-Party Services

We use the following third-party services which may process your data. Each provider operates under their own privacy policy and data handling practices:

Where you connect your own third-party accounts (e.g., Twilio BYOT, calendar, email), your data is shared with those services under your own agreement with them. We are not responsible for data handling by services you connect.

6. Sharing Your Information

We do not sell, rent, or trade your personal information. We may share data with trusted service providers solely to operate the platform, or where required by law, including:

• Service providers listed in Section 5, strictly for the purpose of providing their respective services
• Law enforcement or government agencies when required by law, court order, or to protect our legal rights
• Professional advisors (legal, accounting) under obligations of confidentiality
• In connection with a merger, acquisition, or sale of assets, where your data may be transferred to the successor entity (you will be notified in advance)

7. Cross-Border Data Transfers

Some of our third-party service providers are located outside of Australia, including in the United States. By using LeadForge, you consent to the transfer of your data to these jurisdictions. We take reasonable steps to ensure that overseas recipients handle your personal information in accordance with the Australian Privacy Principles.

8. Data Retention

We retain your data as follows:

After the applicable retention period, data is permanently deleted and cannot be recovered.

9. Your Rights

Under the Australian Privacy Principles, you have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate or outdated information
• Request deletion of your account and associated data
• Withdraw consent where processing is based on consent
• Request a copy of your data in a portable format (see Section 10)
• Opt out of non-essential communications

To exercise these rights, submit a support ticket from Settings → Support in your workspace, or email us at support@leadforgeapp.com.au. We will respond to access and correction requests within 30 days.

10.Data Portability & Export

You may request an export of your workspace data at any time. We will provide your data in a standard machine-readable format (such as CSV or JSON) within a reasonable timeframe. Submit a support ticket from your workspace settings, or contact support@leadforgeapp.com.au to request an export.

11.Children's Privacy

LeadForge is not intended for use by individuals under the age of 18. We do not knowingly collect personal information from children. If we become aware that we have collected data from a minor, we will take steps to delete it promptly.

12. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify registered users of material changes via email or in-app notification at least 14 days before they take effect. Continued use of LeadForge after changes constitutes acceptance of the updated policy.

13.Contact & Complaints

If you have a privacy concern or complaint, please submit a support ticket from your workspace settings, or contact us at support@leadforgeapp.com.au.

We will acknowledge your complaint within 7 days and aim to resolve it within 30 days. If we cannot resolve your complaint to your satisfaction, you may contact the Office of the Australian Information Commissioner (OAIC).