Privacy policy

This privacy policy explains how Labe Labs (ABN 60 802 842 481), trading as Labe ("Labe", "we", "us", or "our"), collects, uses, stores, and discloses personal information.

We handle personal information responsibly and, where applicable, in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

We may collect information including:

• your name, business name, email address, and phone number;
• your website or social media page;
• details you provide about your business, project, services, and enquiries, including onboarding questionnaire responses and files you choose to upload;
• the package and add-ons you select, transaction identifiers, payment status, billing details, and subscription status (but not your complete payment card details);
• correspondence, feedback, and other information you send to us;
• messages and information you provide through an AI chat assistant;
• call details and, where you are notified and consent, call recordings, transcripts, summaries, and information provided during a call; and
• technical and usage information, such as your device, browser, IP address, pages visited, and interactions with our website.

Please do not send us sensitive information unless it is genuinely necessary for us to help you.

We generally collect information directly from you when you submit our contact or checkout form, complete our onboarding questionnaire, use our AI chat assistant, email or call us, engage us for services, or otherwise communicate with us. Payment and subscription information is also provided to us by our payment processor. We may collect limited technical information automatically when you use our website.

If a call may be recorded or transcribed, we will provide notice at the start of the call. Recording or transcription will only proceed where permitted by law and after any consent required by law has been obtained.

We may use personal information to:

• respond to enquiries and discuss your business needs;
• operate AI-assisted chat and phone services, prepare call or chat summaries, and route enquiries to the appropriate person;
• prepare proposals, provide services, and manage projects;
• send service emails, including payment confirmations, onboarding links, project updates, and support communications;
• process payments, administer subscriptions, issue receipts, prevent fraud, and maintain transaction records;
• operate, secure, maintain, and improve our website and services;
• communicate with clients and provide support;
• send relevant business updates or marketing where you have consented, or where otherwise permitted by law; and
• meet our legal, accounting, and regulatory obligations.

We do not sell personal information.

We may use clearly identified AI systems to answer common questions, collect enquiry details, assist with bookings, and help handle telephone calls. Information you provide may be processed by an AI service to generate a response, transcript, summary, or suggested next step.

AI-generated responses can be incomplete or incorrect and are not a substitute for professional advice or confirmation from Labe. You can ask to communicate with a person instead. Please do not provide passwords, payment card details, health information, government identifiers, or other sensitive information through AI chat or an AI-assisted call unless we specifically ask for it through a secure and appropriate process.

We do not use AI to make decisions that produce legal or similarly significant effects about you without appropriate human review. We may use information from a chat or call to respond to your enquiry, provide services, improve our customer experience, maintain security, and check the quality and accuracy of our systems.

Our website may use cookies, analytics, and similar technologies to understand website traffic, improve performance, remember preferences, and protect the website. You can limit cookies through your browser settings, although some website features may not work as intended.

We may disclose personal information to trusted service providers that help us operate our business, including providers of website hosting, payment processing, email delivery, analytics, cloud storage, AI chat, AI-assisted phone and transcription services, business software, and professional advice. Payment card details are entered into the payment processor's secure checkout and are not stored in full by Labe.

We may also disclose information where you authorise us to do so, or where disclosure is required or permitted by law. We ask service providers to handle information only for the purposes for which it was provided and to protect it appropriately.

When we configure an AI receptionist for a customer, currently through Hey Jodie unless another provider is requested or agreed, caller details, call recordings, transcripts, summaries, booking information, and other call data may be processed within the customer's provider account. Labe may select a different suitable provider for new customers and may recommend a provider change for an existing customer. Where a change materially affects an existing customer's account or data handling, we will explain it and obtain the required approval before migration. The customer owns or controls the provider account and is also responsible for the privacy notices, permissions, retention settings, and lawful use required for its callers and business.

When Labe handles personal information on a customer's behalf through a website form, automation, booking tool, AI receptionist, or similar service, we use that information only to provide, secure, support, and improve the agreed service, or as otherwise instructed or required by law. The customer remains responsible for ensuring that its own collection and use of personal information is lawful and appropriately disclosed.

Some service providers may store or process information outside Australia. Depending on the service used, likely locations include Australia, the United States, the United Kingdom, and countries in the European Economic Area. Providers may also use infrastructure in other countries identified in their current privacy or data-location documentation.

Provider locations and infrastructure can change. Where required, we take reasonable steps to ensure overseas recipients handle personal information consistently with applicable Australian privacy requirements. You may contact us for current information about the providers relevant to your information.

We take reasonable technical and organisational steps to protect personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure. No internet transmission or storage system is completely secure. Chat messages, call recordings, transcripts, and summaries are retained only for as long as reasonably necessary for the purposes described in this policy, to resolve disputes, or as required by law, then deleted or de-identified where practicable.

If we become aware of a suspected data breach, we will take reasonable steps to contain it, assess its likely impact, and reduce the risk of harm. Where the Notifiable Data Breaches scheme or another applicable law requires notification, we will notify affected individuals and the relevant regulator as required.

You may ask to access the personal information we hold about you, or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant, or misleading. Email hello@labe.com.au. We may need to verify your identity before responding.

We send marketing communications only where you have consented or where otherwise permitted by law. You can ask us to stop receiving marketing communications at any time by using the unsubscribe option in the message or emailing hello@labe.com.au. We may still send service-related messages where necessary.

If you have a question or complaint about how we handle personal information, please email hello@labe.com.au. Include enough detail for us to understand the issue. We will acknowledge your complaint and aim to provide a substantive response within 30 days. If we need more time, we will explain why and provide an updated timeframe.

If you are not satisfied with our response, you may be able to lodge a complaint with the Office of the Australian Information Commissioner.

Our website may link to, embed, or rely on services operated by other organisations, including AI chat and phone providers. Those providers may process information under their own privacy policies and service terms. We take reasonable care when selecting and configuring providers, but we do not control their independent privacy practices. We recommend reviewing any linked provider information before supplying personal information.

We may update this policy as our services or legal obligations change. The current version will always be published on this page with its effective date.