How we protect your data

1. What we protect

The information we hold to deliver your service can include your contact and address details, booking and device details, photos of equipment, service notes, and payment records. We protect all of it — and we limit how much we collect to what we genuinely need.

2. How we protect it

• Need-to-know access. Access to your information is restricted to the people and the technician who actually need it to do the work, and is removed when it is no longer required.
• Encryption in transit. Data moving between our apps, website and systems is encrypted, and sensitive data is protected at rest where supported.
• Vetted technicians. Our technicians are background-checked and trained in how to handle your data and devices, governed by our internal device-handling procedures.
• Trusted providers. We use reputable cloud, scheduling and payment providers, contractually required to protect your information. Card payments are handled by PCI-compliant payment processors — we do not store your full card number.
• Monitoring and review. We keep our systems patched, monitor for issues, and review our controls and key providers regularly.

3. Remote support sessions

When you ask us for remote help, you control the session: you grant access for the agreed task, should close anything confidential beforehand, stay present while we work, and can end the session at any time. Remote access is logged.

4. Keeping data only as long as needed

We keep your information only for as long as we need it for the purpose it was collected, or as the law requires (for example, tax records). When it is no longer needed, we securely delete it or de-identify it.

5. If something goes wrong

6. Your part in staying secure

You can help keep your own information safe by using a strong, unique password for your HelloTech account, keeping your devices updated, and being alert to phishing — HelloTech will never ask for your full card number or account password by email or text. If you spot anything suspicious, contact us at support@hellotech.com.au.

7. Contact

For the full picture of what we collect and your rights over it, see our Privacy Policy.

This statement is governed by the laws of New South Wales, Australia. HelloTech Australia Pty Ltd (ABN 21 675 579 674). Version 1.0, effective 3 June 2026 — this is the current version and supersedes all earlier versions.