Privacy Policy

1. About this policy

Lay'd Back ("we", "us", "our") provides AI-powered business automation, websites, CRM systems and AI receptionist services. This policy explains how we handle personal information for website visitors, our clients, and people who contact our clients through services we operate. We handle personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth).

2. Information we collect

• Contact and enquiry details you give us directly — name, email, phone number and business details, for example when you request an audit or contact us.
• Service delivery data — when we operate an AI receptionist, CRM or automation for a business, we process the enquiries that business receives: phone messages, emails, website form submissions, and messages sent through connected channels such as Facebook Messenger or Instagram. This is done on behalf of, and at the direction of, that business.
• Technical data — basic operational logs (IP address, browser type, timestamps) needed to run, secure and troubleshoot our services.

3. How we use information

• To provide and operate the services — including receiving enquiries, drafting or sending responses, and maintaining CRM records.
• To keep our systems reliable and secure.
• For administration, billing and support.
• Where required or authorised by law.

4. What we do not do

We do not sell personal information. We do not use information received through a client's connected Facebook or Instagram account for advertising, profiling for ads, or any purpose other than providing the service to that business.

5. Sharing

We use service providers to operate our systems — for example cloud hosting, encrypted storage, AI language model processing and payment providers. Some providers may process data outside Australia. Where a business connects Facebook or Instagram, messages are received through Meta's platform APIs and handled in accordance with Meta's platform terms. Enquiries we handle for a business are shared with that business — because those enquiries belong to it.

6. Security and retention

We apply reasonable technical and organisational measures (including encryption in transit and access controls) to protect information. We retain personal information only for as long as needed to provide services, meet legal obligations, and resolve disputes — after which it is deleted or de-identified.

7. Access, correction and deletion

You can request access to, correction of, or deletion of personal information we hold about you by emailing heath.penfold@laydbackapps.com. Our Data Deletion page explains how deletion requests are handled.

8. Complaints

Contact us first and we will respond promptly. If you are not satisfied, you may contact the Office of the Australian Information Commissioner at oaic.gov.au.

9. Changes

We may update this policy from time to time. The effective date at the top of this page will change when we do.