Privacy Policy

Last updated: September 30, 2026

1. Introduction

DemoLabs Pty Ltd ("we", "us", "our") operates the Frontly AI front desk service. This privacy policy explains how we collect, use, disclose, and protect your personal information in accordance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

2. Information We Collect

We collect information you provide directly to us, including: name, email address, phone number, agency name, and information shared during calls handled by our AI system. Every call is transcribed, and the transcript and call history are retained as part of the account record. Call recording is a separate optional add-on and is switched off by default; where a customer enables it, the audio of every inbound and outbound call on that account is also recorded, and those recordings are available to download for 60 days before being deleted automatically. Transcripts and recordings are stored securely in Australian data centres.

When you buy a plan, the business and contact details you give us (name, email address, phone number, business name, ABN and business address) are passed to Frontly's billing system, operated by DemoLabs, to create your account, and to Stripe, our payment processor. You enter your card or bank details on Stripe's secure checkout; Frontly never sees or stores your full card or bank account details. Stripe processes payments and issues your tax invoices, and may process data outside Australia, including in the United States, consistent with APP 8.

If you ask for a sign-in link on our log-in page, the email address you enter is sent to Frontly's billing system, operated by DemoLabs, so that it can email your sign-in link to that address if it belongs to a Frontly account. This website does not keep the address, and it is not used for marketing or advertising. The billing system keeps a one-way hash of it, not the address itself, for seven days to limit repeated requests.

3. Data Storage and Overseas Processing

Your data is stored in Australia on Australian-hosted, encrypted infrastructure. To deliver real-time voice answering and AI conversation, limited call content (such as what a caller says during a call) is transmitted to specialist voice and language-model providers, some of which are located outside Australia, solely for immediate processing. This transmission is encrypted, and those providers are contractually prohibited from retaining or storing your data. The personal information involved is typically a caller's name and phone number together with appointment or enquiry details, though a transcript necessarily captures whatever the caller chooses to say during the call. This cross-border handling is conducted in accordance with the Australian Privacy Principles, including APP 8. Australian data residency, where all processing occurs within Australia, is available to Enterprise customers on request.

4. Website Analytics and Advertising

This section explains what we collect when you browse this website, as distinct from the call data covered above. When you visit frontly.com.au we and our providers use cookies, browser storage, and similar technologies to record how the site is used. This includes pages viewed, links and buttons clicked, forms started and submitted, test calls started, scroll depth, approximate location derived from your IP address, device and browser type, and the referring website or advertising campaign that brought you here.

We use the following providers for this purpose:

• Google Analytics 4, to measure traffic, acquisition channels, and conversions.
• PostHog, to analyse product usage and conversion funnels. PostHog data for this site is hosted in the European Union.
• Meta (Facebook and Instagram) Pixel and Conversions API, to measure and optimise our advertising.
• TikTok Pixel and Events API, for the same advertising measurement purpose.

We also send some website events from our servers to advertising and analytics providers. This helps us measure enquiries and purchases, avoid counting the same action twice, and measure activity when an in-page tag is blocked. When you enter a valid email address on our pricing form, submit an enquiry or purchase a plan, we may send hashed contact and business details to advertising providers to measure conversions. These can include a hashed version of your email address, phone number, name or business location, so an advertising provider can match the event to an account. Our website analytics provider receives identifiers associated with its own cookies, but not your name or contact details through these server-side events. We do not send these providers the content of your enquiry, payment details or anything a caller said during a call. These providers may process information outside Australia, including in the United States.

When you submit the form on our pricing page, we also record the details you enter, including your name, contact details, business name, industry, ABN and information about your business and enquiry, with our product analytics provider. We use this information to understand how people choose a plan and improve the page. These form details are sent in their original form, not hashed, and are hosted in the European Union.

To match a purchase confirmed after you leave our site, such as a completed bank debit, we keep your IP address, browser type and relevant advertising and analytics cookie identifiers with your sign-up for 30 days, then delete that copy. We keep the IP address used to submit a form for 30 days to help prevent abuse. We retain campaign and advertisement click identifiers with your enquiry as part of our sales records.

After you submit a form, we may store the contact details you entered in your browser for up to two years to match later visits and conversions to your enquiry. You can remove them by clearing this site's cookies and site data.

We do not show a cookie consent banner. Australian privacy law does not require prior consent for website analytics of this kind. It requires us to tell you what we collect and why, which is the purpose of this section. If you would prefer not to be measured, you can block or delete cookies in your browser settings, use a tracking-blocker extension, install the Google Analytics opt-out add-on, or adjust the ad personalisation settings in your Meta and TikTok accounts. Blocking any of this will not affect your ability to use the site, buy a plan, or contact us. You can also email [email protected] and ask us to exclude you.

5. Data Security

We implement industry-standard security measures including 256-bit encryption for data in transit and at rest, access controls, and regular security audits to protect your personal information.

6. Your Rights

Under the Privacy Act, you have the right to access and correct your personal information. To make a request, contact us at [email protected].

7. Contact

For privacy-related enquiries, contact our Privacy Officer at [email protected].