Keeyu ("Keeyu", "we", "us" or "our") is committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This Privacy Policy explains how we collect, use, disclose and protect personal information when you visit our website, create an account, or use the Keeyu platform and related services (the "Service"). Keeyu is a software-as-a-service platform that helps e-commerce brands prevent complaints before they become helpdesk tickets.
By using the Service, you acknowledge that you have read and understood this Privacy Policy.
This Privacy Policy applies to individuals who visit our website; sign up for, administer or use a Keeyu account; or communicate with us (for example, by email or through support channels).
The Service is intended for users who are at least 18 years old. We do not knowingly collect personal information from anyone under 18. If you believe a minor has provided us with personal information, please contact us at support@keeyu.app and we will take steps to delete it.
We only collect personal information that is reasonably necessary for, or directly related to, providing the Service.
When you create an account or use the Service, we collect your name; your email address; your password (stored in hashed form); and optional profile details (such as company name, role or time zone) if you choose to provide them.
When you use the Service or visit our website, we automatically collect certain technical and usage information, including IP address and approximate location (derived from IP); device type, operating system and browser type; pages or screens viewed, features used, clicks and session duration; referring URLs and search terms; and cookies and similar tracking identifiers (see Section 7).
If you contact us (for example, by email or through a support form), we may retain the content of your communication and our responses.
We do not collect payment card details directly — any payments are processed through third-party payment providers.
We collect personal information directly from you (for example, when you register, update your account, or contact us); automatically through your use of the Service (for example, through cookies and analytics tools); and from third parties (for example, service providers who help us deliver or secure the Service).
We use personal information to create, administer and secure your account; provide, maintain, operate and improve the Service; authenticate you and prevent fraud or unauthorised access; process subscriptions, billing and other account-related matters; communicate with you, including sending service messages, security alerts, and updates about features or policies; respond to your enquiries and provide customer support; analyse how the Service is used so we can improve it; comply with our legal obligations; and with your consent, send you marketing communications about Keeyu (you can opt out at any time).
We collect, use and disclose personal information on the following bases: to perform our contract with you (for example, to provide the Service you have signed up for); to comply with our legal obligations; with your consent (for example, for certain marketing communications or cookies); and for our legitimate interests (such as maintaining security, preventing fraud, understanding product usage and improving the Service), where those interests are not overridden by your rights.
We do not sell your personal information. We may disclose personal information to service providers and third-party tools that help us deliver the Service, including Amazon Web Services (AWS) for cloud hosting and infrastructure; Google Analytics for website and product analytics; and our email service provider (such as SendGrid or Mailchimp) to send transactional and, where applicable, marketing emails. We may also disclose personal information to professional advisers (such as lawyers, auditors and accountants), where reasonably required; government, regulatory or law enforcement authorities, where required or authorised by law; any party involved in a corporate transaction (such as a merger, acquisition, financing or sale of assets), subject to appropriate confidentiality obligations; and other parties with your consent or at your direction.
We require our service providers to protect your personal information and to only use it for the purposes for which we have disclosed it to them.
We and our service providers use cookies, pixels and similar technologies to keep you signed in and remember your preferences; understand how the Service and website are used; and measure the performance of our website and communications.
You can control cookies through your browser settings. Disabling some cookies may affect the functionality of the Service.
Some of our service providers (including AWS, Google Analytics and our email provider) may store or process personal information outside Australia, including in the United States and other countries where those providers operate.
Where we disclose personal information overseas, we take reasonable steps to ensure it is handled in a manner consistent with the Australian Privacy Principles.
We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. These steps include encryption of data in transit (TLS) and at rest; access controls and authentication requirements; regular reviews of our security practices; and engaging reputable service providers with strong security programs.
No method of transmission or storage is completely secure. If we become aware of a data breach that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required by law.
We retain personal information only for as long as is necessary to provide the Service to you; comply with our legal, tax, accounting and regulatory obligations; resolve disputes and enforce our agreements; and for other legitimate business purposes.
When personal information is no longer required, we will take reasonable steps to delete or de-identify it.
Under the Australian Privacy Principles, you have the right to access the personal information we hold about you; correct personal information that is inaccurate, out of date, incomplete, irrelevant or misleading; withdraw consent for any processing based on consent (such as marketing); opt out of marketing communications at any time by using the unsubscribe link in our emails or contacting us; and make a complaint about how we have handled your personal information.
To exercise any of these rights, please contact us at support@keeyu.app. We will respond within a reasonable time (usually within 30 days).
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or by phone on 1300 363 992.
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements or other factors. If we make material changes, we will notify you by email or through the Service. The "Last updated" date at the top of this page indicates when this Privacy Policy was last revised.
If you have any questions, concerns or requests about this Privacy Policy or how we handle your personal information, please contact us at support@keeyu.app.