Hivee Privacy Policy
Last updated: 16 October 2026
1. About this policy
This policy explains how PAYPIPE PTY LTD (ABN 80 671 027 679), trading as HIVEE TECH ("Hivee", "we", "us"), handles personal information. It is written to meet our obligations under the Australian Privacy Act 1988 and the Australian Privacy Principles.
It covers three groups of people:
- Businesses: the sole traders and small operators who use Hivee to run their work.
- Customers: the people who contact one of those businesses, and whose details flow through Hivee so the business can serve them.
- Visitors: people who leave their details with us without having a Hivee account, for example through a form on our website or during a sign-up that could not go ahead.
If you are a Customer, the business you contacted is responsible for its own handling of your information. Hivee handles it on that business's behalf to provide the Service, and also as described here.
2. The short version
We collect the information Hivee needs to help a business capture leads, quote, invoice, and stay in touch with its customers. We use trusted providers to do this. Our AI processing and our main data storage are in Australia. A few providers, covering analytics, email, website hosting, and bot protection, operate overseas. We keep information only as long as we need it or the law requires. We do not sell personal information. You can ask to see, correct, or delete your information, subject to the records we must keep by law.
3. What we collect
From businesses:
- Identity and contact details: name, phone number (verified by one-time code), business name, and email.
- Business and tax details: ABN, GST registration status, service areas, pricing, and payment terms.
- Subscription payment details, collected by our payment processor when you choose a paid Plan.
- Your existing website, if you provide it during onboarding, which we read to pre-fill your business details. See clause 4.
- Team member details, where you add team members.
- Records of your activity in Hivee.
From customers, collected on the business's behalf:
- Contact details and the content of messages you send to a business through Hivee, for example web chat or SMS.
- Job details: what you asked for, your address or service location, quotes, and payment status.
- Photos of job sites, where a business chooses to publish them. Our rules require these to exclude people and identifying personal information.
From visitors:
- If you tell us about your team through the form on our pricing page: your first name, your mobile number, how many people are in your business, and what kind of work you do.
- If you start signing up and your business is based outside Australia, so Hivee cannot be set up for you yet: your email address, your country, what kind of work you do, and whether you work alone or with a small team.
We also collect limited technical information, such as an IP address and basic browser signals, from visitors to a Hivee website, to protect against bots and abuse. See clause 14.
We collect only what each of these purposes needs.
4. How we collect it
We collect information directly when a business signs up and uses Hivee, and when a customer contacts a business through a connected channel such as web chat or SMS.
During onboarding, if you give us the address of your existing website, we use a third-party service to read that website and help pre-fill your business details. We also receive information from our subscription payment processor when you start a paid Plan.
5. Why we use it
We use personal information to:
- provide the Service: capture leads, prepare quotes and invoices, and support communication between a business and its customers;
- run automated Agents that prepare drafts for the business to review, as described in clause 6;
- bill businesses for their subscription;
- keep the Service secure, prevent abuse, and meet our legal and record-keeping obligations.
We use customer information to fulfil the job the customer contacted the business about. We do not use it for separate marketing or growth purposes unless separate consent is obtained.
We use visitor information only for the purpose it was given to us. If you told us about your team, we use your details only to follow up with you about your team. If you left your details because Hivee is not yet available in your country, we use them only to tell you when it is. We do not use visitor details for anything else, and we do not add them to any mailing list.
6. AI processing
Hivee uses artificial intelligence to prepare drafts such as quote wording, customer replies, and invoice details.
- The AI models run on Amazon Web Services in Australia, in the Sydney and Melbourne regions.
- The models process the message and job information needed to prepare a draft. A person at the business reviews and approves the significant actions before they take effect.
- AI-generated drafts can contain mistakes. They are prepared for a person to check, not sent automatically.
- Where an Agent messages a customer, it may tell the customer it is an assistant that uses AI, and it will always answer honestly if asked.
We do not use personal information to make decisions about people automatically, without a person involved.
7. Who we share information with
We share personal information with service providers who help us run Hivee, only as much as they need to do their job. At launch these are:
| Provider | What they do | Where they process it |
|---|---|---|
| Amazon Web Services | AI processing and file and data storage | Australia (Sydney and Melbourne) |
| Supabase | Our database | Australia (Sydney) |
| Stripe | Processing your subscription payments | Australia |
| Twilio | Sending and receiving SMS | Australia |
| Cloudflare | Website hosting and bot protection | Global network, including outside Australia |
| PostHog | Product analytics | United States |
| Resend | Sending transactional email | United States |
| TinyFish | Reading your website during onboarding | United States |
We do not sell personal information. We may disclose information where the law requires it, or to protect our rights or the safety of others.
8. Sending information overseas
Our AI processing and our main data storage happen in Australia, and your subscription payments and SMS are handled in Australia.
Some of our providers process information outside Australia, as set out in the table above. Before we use a provider that handles personal information overseas, we take reasonable steps to make sure they protect it to a standard consistent with Australian privacy law, and we bind them to use it only to provide their service to us.
9. Our people
Everyone who works for us, whether as an employee or a contractor, is bound by confidentiality and data-protection obligations. They can only access personal information where they need it to do their job and to help us run the Service, and they are not permitted to use it for any other purpose. Some of the people who work for us are located outside Australia, and the same obligations and access controls apply to them.
10. How we keep information secure
We protect personal information with measures including account-level data isolation, access controls, encryption of stored data, secure handling of credentials, and tamper-evident storage for issued invoices. No system is perfectly secure, but we take reasonable steps to protect information and to detect and respond to problems.
If a serious data breach occurs, we will act in line with the Notifiable Data Breaches scheme, which includes notifying the Office of the Australian Information Commissioner and the people affected where required.
11. How long we keep information
We keep information only as long as we need it, or as the law requires.
| Information | How long we keep it |
|---|---|
| Issued invoices | 5 years, as required for Australian record-keeping |
| Audit and transaction logs | 7 years |
| AI processing records | Metadata up to 7 years. The message content itself is removed at 90 days |
| Customer messages | 3 years |
| Message sentiment records | 2 years |
Closed accounts. When a business's account closes, we keep it so the owner can come back to it. We keep a closed account for 12 months, counted from the day it closed or from the last time the owner signed in, whichever is later. We tell them before we delete it. After that we delete the account and the personal information in it, apart from records we are required by law to keep.
The periods in the table above keep running while an account is closed. Some information is therefore removed before the 12 months are up.
Visitor details. We keep details left through our team form until we have followed up with you and the matter is closed, or until you ask us to remove them. We keep details left because Hivee is not yet in your country until Hivee launches there and we have told you, or until you ask us to remove them.
Where the law requires us to keep a record, such as a tax invoice, we keep it for the required period even after a deletion request, and we restrict access to it.
12. Your rights: access, correction, and deletion
- Access and correction. You can ask to see the personal information we hold about you, and ask us to correct it if it is wrong.
- Deletion. Anyone can ask for their personal information to be deleted by contacting us at privacy@gethivee.com. A business can also delete its own account from within the app. We handle deletion requests within 30 days, except for records we are legally required to keep, which are described in clause 11. Those are retained but access-restricted.
13. Marketing
We use customer information to fulfil the job the customer contacted the business about. We do not use it to send promotional messages without separate consent. Where any marketing is sent, you will be able to opt out.
14. Analytics, cookies, and bot protection
We use PostHog to understand and improve how the Service is used, and Cloudflare Turnstile on Hivee websites to tell real visitors from bots. These may set a cookie or store a small token in your browser, and may process limited technical information such as your IP address. You can control cookies through your browser settings, though some parts of the Service may not work properly if you block them.
15. If you are outside Australia
Hivee is currently available only to businesses based in Australia. If your business is based elsewhere and you leave your details so we can tell you when Hivee reaches your country, those details are handled as described in clauses 3, 5 and 11.
If Hivee later becomes available in your country, your information and your customers' information will be transferred to and processed in Australia, and handled under this policy and Australian privacy law. If you or your customers are in the EU or UK, data-protection rules such as the GDPR may also give you additional rights, and transparency rules may apply to interactions with AI systems.
16. Changes to this policy
We may update this policy from time to time, including as we add new capabilities to the Service. If a change is significant, we will take reasonable steps to let you know.
17. Contact us and complaints
If you have a question or want to make a privacy complaint, contact us at privacy@gethivee.com. We will respond within a reasonable time.
If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.