In plain English
We collect the minimum we need to run Relia. We keep your job-site recordings, quotes, and customer lists confidential. We never sell your data. We never train AI on your content unless you tick a box saying we can. Your data lives in Sydney, not overseas.
This Privacy Policy explains how Relia Pty Ltd (ABN 13 695 972 582) ("Relia", "we", "us") collects, uses, stores, and shares personal information and customer content when you use the Relia platform, website, and apps.
We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles. For New Zealand users, we also comply with the Privacy Act 2020 (NZ).
If there's anything in here that doesn't make sense, email [email protected] and a human will explain it.
1. Who we are
Relia is an Australian company providing an AI-assisted quoting platform for trades businesses. Our registered address is North Avoca NSW 2260, Australia. Our Privacy Officer can be reached at [email protected].
2. What we collect
We collect three broad categories of information.
2.1 Account information
When you sign up we collect your name, business name, email address, phone number, trade type, business location, and (if you subscribe to a paid plan) billing information handled by our payment processor.
2.2 Customer content
When you use Relia you upload or generate content that may include:
- Videos and photographs of job sites, rooms, equipment, and materials
- Voice notes and audio recordings
- Quote drafts, pricing, markups, labour rates, and line items
- Supplier names, contact details, and supplier pricing
- Customer (your customer) names, addresses, contact details, and job history
- Notes, comments, and messages you write in the platform
We treat this as your confidential information. We do not share it with other Relia users. We do not sell it, rent it, or give it to third parties for their marketing. We do not use it to train AI models unless you give us explicit permission.
2.3 Usage information
We collect technical information about how you use Relia: device type, operating system, browser, IP address, pages viewed, features used, error logs, and the time and duration of your sessions. We use this to keep the platform running, fix bugs, and understand which features are useful.
3. How we use your information
We use the information we collect for the following purposes:
- To provide the Relia platform to you: storing your quotes, processing your recordings, generating outputs
- To authenticate you and secure your account
- To bill you if you're on a paid plan
- To provide customer support
- To maintain, debug, monitor, and improve the Relia service (authorised staff may access customer content for this purpose, under the access controls described in section 9)
- To prevent fraud, abuse, and misuse of the service
- To send you transactional emails (account notifications, receipts, security alerts)
- To send you product updates, if you've opted in (you can opt out at any time)
- To develop aggregated, de-identified insights about how trades businesses use Relia
- If you have opted in: to train and improve AI models used in Relia, after your content is de-identified (see section 4)
- To meet our legal obligations, including tax, accounting, and any lawful regulator or court request
What we will not do
We will not sell your data. We will not rent your data. We will not share your customer content with other Relia users. We will not use your customer content to train AI models without your explicit opt-in. We will not transfer your customer content outside Australia.
4. AI and machine learning
Relia uses AI to help you build quotes faster. This means parts of your uploaded content (for example, a voice note describing a job) are processed by AI models to generate draft quotes, transcribe audio, or extract measurements from videos.
4.1 How AI processing works
AI processing happens on our Australian infrastructure or on sub-processors we have approved. Your content is processed in real time to produce the output you asked for, and then the processing context is discarded. The input (your voice note) and output (the draft quote) are stored in your account. The intermediate processing is not retained.
4.2 Training
We do not use your customer content to train or fine-tune AI models by default. If you want to help us improve Relia by allowing your content to be used for model training, you can opt in from your account settings. You can opt out again at any time, and once you do we stop using any new content of yours for training.
Where you have opted in, we de-identify your content before it enters any training pipeline. This means we scrub personally identifying information, including names, residential and site addresses, phone numbers, email addresses, and supplier names and contact details. De-identification is applied to both your information and your customers' information.
Content already included in a completed training run cannot be removed from that run (trained models do not retain verbatim copies of their training data, and individual inputs cannot be surgically extracted). Your opt-out applies immediately to any future training.
4.3 Third-party AI
Where we use third-party AI services as sub-processors, we select providers that offer zero-retention processing (they do not store or train on the data we send them). Our current sub-processor list is kept up to date at relia.com.au/subprocessors.
5. Who we share your information with
We share information with the following categories of third parties, under written agreements that require them to protect your information:
| Purpose | Who, and what they see |
|---|---|
| Hosting | Amazon Web Services (Sydney region). Stores your content and runs the platform. Encrypted at rest and in transit. |
| Identity and authentication | Our identity provider handles login and password resets. They do not see your customer content. |
| Payments | Our payment processor handles billing. They see your billing details, not your customer content. |
| Legal and regulatory | Courts, regulators, or law enforcement. Only when we have a legal obligation to comply, and we notify you first where we are legally permitted to do so. |
| Business transfer | If Relia is acquired or merged, your information transfers to the new owner under the same commitments made here. We notify you in advance. |
We do not share customer content with advertisers, marketers, analytics brokers, or data aggregators.
6. Where your data is stored
Your data is in Australia
All customer content (videos, voice notes, quotes, customer lists, supplier information) is stored in AWS Sydney (ap-southeast-2). Backups are stored in a second Australian availability zone. We do not replicate customer content to overseas regions.
Some categories of non-content information (for example, email for account notifications, error logs from our monitoring tools) may be processed by service providers whose infrastructure is located overseas. Where this happens we choose providers that have appropriate safeguards and we list them on our sub-processors page.
7. How long we keep your information
The short version: while you're using Relia we keep what we need to run the service. When you close your account, we delete your personally identifying information on a 30/60 day schedule. We retain the videos, voice notes, and quote data you created in Relia for internal reference purposes (operations, support continuity, fraud prevention, and product improvement that does not involve AI training). You can request full deletion of that content at any time, and we will comply.
The full version is in our Data Retention Policy. The short table:
| Category | Retention |
|---|---|
| Account information (active) | While your account is active |
| Customer content (active) | While your account is active, or until you delete it |
| Items you delete | Soft-deleted for 30 days, then hard-deleted; backups purged within 60 days |
| Account closure: your identifying info | Deleted on the same 30/60 schedule |
| Account closure: your videos and quote data | Retained for internal reference unless you request deletion |
| Content from opted-out users (closure) | Hard-deleted on the 30/60 schedule |
| Billing and tax records | 7 years (as required by Australian tax law) |
| Aggregated, de-identified analytics | Indefinitely |
8. Your rights
Under Australian privacy law, you have the following rights. You can exercise any of them by emailing [email protected]. We respond within 30 days.
Access
You can ask us for a copy of the personal information we hold about you. We'll send it to you in a common format.
Correction
If something we hold about you is wrong or out of date, you can tell us and we'll fix it.
Deletion
You can delete content yourself from the platform. You can close your account and we will delete your account information on the 30/60 schedule. You can also request full deletion of your retained videos, voice notes, and quote data at any time, and we will hard-delete them on the 30/60 schedule. For content we're legally required to keep (like billing records for tax purposes), we'll keep it for the legally required period and no longer.
Portability
You can export your quotes, customer lists, and supplier lists in CSV format at any time from your account settings. For videos and voice notes, you can download the originals.
Objection
You can object to any use of your information that is not strictly necessary to provide the Relia platform. This includes opting out of product emails, analytics (where applicable), any AI training opt-in you previously gave, and the retention of your content after account closure.
Access logs
You can request a log of when Relia staff accessed your customer content, including the reason for each access. Email [email protected].
Complaint
If you're not happy with how we've handled your information, you can complain to us at [email protected]. If we don't resolve it to your satisfaction, you can complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au. New Zealand users can complain to the Office of the Privacy Commissioner at privacy.org.nz.
9. Security and staff access
We take security seriously. We use the following measures to protect your information:
- All data encrypted in transit (TLS 1.2+) and at rest (AES-256)
- Production systems require multi-factor authentication for all staff access
- Separation of duties between engineering, support, and data access roles
- Regular third-party security reviews
- Vulnerability disclosure program for researchers
Staff access to customer content
Authorised Relia staff may access customer content as necessary to provide, maintain, support, and improve the service. This includes: investigating support tickets, diagnosing and fixing bugs, responding to outages and incidents, preventing fraud and abuse, and carrying out operational tasks that keep the platform running. Access is role-based (not all staff have access), every access is logged, and all staff are under written confidentiality obligations.
Staff must not access customer content for curiosity, personal interest, or any purpose outside their job role. We treat unauthorised access as a serious breach of our obligations and of our employment policies.
You can request a log of when staff accessed your customer content, including the reason for each access. Email [email protected].
No system is perfectly secure. If we discover a breach that affects your information in a way that creates a real risk of harm, we will notify you and the OAIC within the timeframes required by the Notifiable Data Breaches scheme.
10. Children
Relia is a business tool and is not intended for anyone under 18. We do not knowingly collect information from minors. If you believe we have, email [email protected] and we'll delete it.
11. Changes to this policy
We may update this policy from time to time. If we make material changes, we'll notify you by email and in the platform at least 30 days before the change takes effect. The current version and the date it took effect are shown at the top of this page.
Questions, requests, complaints
Privacy Officer, Relia Pty Ltd
North Avoca NSW 2260, Australia