Privacy Policy

01

Who we are

Upgrade My Home (ABN 31 544 049 430) is an initiative of Evara.

In this policy, “we”, “us” and “our” refer to the operator of Upgrade My Home.

For privacy questions or requests, contact hello@upgrademyhome.com.au. Our postal address is Suite 17, 89-97 Jones Street, Ultimo, NSW 2007.

02

When you send an enquiry

Information we collect

When you use Request a quote, we collect the details shown on the form. These include your name, mobile number, email address, suburb or postcode, the upgrade you are interested in and your preferred timeframe.

You can also provide optional information about your project.

After submitting your enquiry, you may be invited to add further details to help the business understand your needs: your property type, whether you own or rent it, your street address and your answers to a couple of questions about the upgrade. This step is optional. Your initial enquiry has already been submitted. Anything you add is stored with your enquiry, shared with the same business and kept for the same time.

We also record when the enquiry was submitted, the listing it relates to and the IP address it came from. We use the IP address to help prevent spam and automated misuse.

How we use and share it

We use your enquiry details to deliver your request to the business you selected and support any follow-up.

The form tells you whether the business has claimed its listing. If it has not, we receive the enquiry and forward it on your behalf. We will let you know when the business responds.

If you have not received a response after a few days, we may email you suggestions for other businesses that cover your area. We do not send your enquiry or contact details to those businesses unless you ask us to.

You can opt out of these follow-up suggestions by mentioning it in your enquiry or emailing us.

Sending an enquiry does not add you to a marketing list.

Once a business receives your enquiry, it is responsible for handling its copy of your information in accordance with its own privacy practices and applicable law.

Only include information relevant to your project. Avoid including unnecessary sensitive information about yourself or anyone else.

03

When you have a business listing

Publicly available information

We may create listings using publicly available business information, including business names, contact details, websites, service areas and information published on Google business listings.

We identify the sources of listing information on the listing itself.

Claiming and managing a listing

When you claim a listing, we collect your name, email address, phone number and the information you choose to provide.

We use this information to manage your listing, verify your claim, provide access to your account and communicate with you about the service.

Information you submit for publication, such as business descriptions, contact details and photographs, becomes publicly visible once approved and published.

Optional calls and marketing

When claiming a listing, you are asked separately whether you agree to phone contact, including automated voice calls.

This consent is optional and is not required to have a listing. We do not make these calls to businesses that have not claimed their listing and provided consent.

You can withdraw your consent at any time by contacting us.

When you create a business account, by claiming a listing or adding your business, we may send you occasional marketing emails about your listing, Premium Partner and offers from Evara that may help your business. They come from Upgrade My Home. Evara does not email you directly, and we do not give it your details for that purpose.

Marketing emails identify us and include an unsubscribe link. We action unsubscribe requests within five business days, and usually sooner.

Unsubscribing from marketing does not stop essential account, billing or service communications.

04

Service providers and other disclosures

We use service providers to operate the directory, deliver emails, process payments and understand website usage.

Other disclosures

We do not sell personal information or provide it to advertisers or data brokers.

Our service providers handle information under their applicable contracts and privacy terms. Some providers may also process information for their own legal, security or payment-processing obligations.

We may disclose information where required or authorised by law, or where necessary and lawful to protect someone from a serious threat to their safety.

Where appropriate and legally permitted, we will notify you of such a disclosure.

05

Overseas storage and processing

Some providers are based outside Australia or use international infrastructure. Your information may therefore be stored, accessed or processed overseas.

• Cloudflare: Based in the United States and operates a global network. Our database is configured for the Asia Pacific region. A regional setting does not necessarily mean that all processing, support access or backups remain in that region.
• Resend: Based in the United States. Our email delivery region is Japan.
• Google: Based in the United States and processes analytics information in the United States and other countries.
• Stripe: Uses international infrastructure to process payments and related information. An Australian account and Australian-dollar billing do not mean all information remains in Australia.
• Anthropic: Based in the United States.

We consider providers’ privacy and security practices when choosing services. Overseas information may be subject to the laws of the countries where it is processed.

Contact us if you would like further information about our providers or overseas information handling.

06

Cookies and browser storage

We use cookies and browser storage to support business account access, understand website usage and remember your search location.

Business sign-in cookie

Google Analytics cookies

Remembering your search location

We use session storage in your browser to remember the suburb or postcode you last searched for, so you do not need to enter it again during the same session.

This stored value is cleared when the browser session ends. Searches you submit are still processed by the website to display relevant results.

Your choices

We do not use advertising cookies.

You can manage cookies and browser storage through your browser settings. Blocking the sign-in cookie will prevent business account access. Blocking Google Analytics will not prevent you from browsing the directory or sending an enquiry.

Embedded services may use their own cookies or storage when you activate them, as described below.

07

Counting activity on listings

We count how often each business listing is viewed and how often its buttons are pressed, such as Call now, Visit website, Share and Request a quote. We show each business these totals in its account so it can see how its listing is used.

We store totals per listing per day and nothing about the person. To count each press once per person per day, we keep a one-way code made from your IP address and browser details for one day, then it is deleted. We never store your IP address itself, and this uses no cookies and no browser storage.

08

Website analytics

Google Analytics

We use Google Analytics to understand how people find and use the website, including which pages they visit and whether they proceed to make an enquiry.

It collects information such as:

• Pages visited and interactions with the website.
• Approximate geographic location.
• Device and browser type.
• How visitors arrived at the website.

We do not send Google Analytics your name, email address, phone number or enquiry contents.

Google may process your IP address to estimate your approximate location. We do not use analytics to identify you personally.

We do not use Google Analytics to run advertising campaigns or build advertising audiences.

You can learn more about how Google uses information from partner websites or use Google’s Analytics opt-out browser add-on.

Cloudflare Web Analytics

We also use Cloudflare Web Analytics to understand page visits and website performance.

It does not use analytics cookies or browser local storage, and it does not fingerprint visitors.

It provides information such as page views, approximate location, device and browser type, and page-loading performance.

09

Form security

We use Cloudflare Turnstile to help prevent spam and automated form submissions.

Turnstile processes technical information, including your IP address and browser information, to assess whether an interaction appears genuine.

We do not send the contents of your enquiry, your name or your email address to Turnstile as part of this check.

Most visitors can complete the check without solving a puzzle.

10

Videos on listings

Some listings include videos hosted by YouTube or Vimeo.

The video player does not load until you choose to play the video. Before that, the preview image is served by us.

When you press play, the provider receives technical information such as your IP address and browser details. It may also use cookies or similar technologies.

We use YouTube’s privacy-enhanced mode and Vimeo’s do-not-track setting. These settings reduce some tracking but do not prevent all information processing by the provider.

Once activated, the video is subject to the provider’s privacy policy:

• Google and YouTube Privacy Policy
• Vimeo Privacy Policy

11

Maps

Maps on listing pages initially display a preview or button. We do not load the Google Maps service until you choose to activate it.

Once activated, Google receives technical information needed to provide the map, such as your IP address and browser details. Its handling of that information is covered by the Google Privacy Policy.

12

The AI Assistant on listing pages

Premium Partner listings include an AI Assistant that answers questions about the business using information on its listing. It is an AI program, not a person, and is labelled accordingly.

Your messages are sent to Anthropic, which provides the AI model that generates replies. This may involve processing overseas. Please avoid sharing sensitive personal information in the chat.

How we store conversations

We keep a record of the conversation for 90 days, then delete it. We use this record only to check the AI Assistant’s accuracy and investigate problems.

We remove contact details before storing the conversation. Email addresses, phone numbers and street addresses are replaced with a note indicating that information was removed. We also remove your name when you introduce yourself, for example by saying “my name is”, or when it matches the name on your enquiry. The contact details you submit with an enquiry are stored separately with that enquiry.

Businesses cannot view this stored conversation. They receive only the enquiry you review and choose to send, including the project questions and answers described below.

If the AI Assistant cannot answer a question using the listing, we may share a short version of that question with the business so it can improve its listing. We remove names, email addresses, phone numbers and street addresses from these notes. The business is not told who asked the question and cannot see the rest of the conversation. We delete each note 90 days after that question was last asked.

To request earlier deletion of a conversation, contact us with the approximate date and the business’s name so we can locate and remove it.

Sending an enquiry through the AI Assistant

The AI Assistant can help you send an enquiry to the business. You enter your own contact details and enquiry information into the enquiry panel. Your street address is optional. The AI Assistant does not fill in these fields or write your message for you.

Before you send, we show you the complete enquiry as the business will receive it, including the project questions the AI Assistant asked and the answers you gave. Your enquiry is sent only when you select Send. If you change your mind, close the panel without sending.

Once submitted, your enquiry is sent to the business and stored using Cloudflare, in the same way as an enquiry submitted through a quote form. The retention period is explained under “How long we keep information” below.

The questions and answers included in your enquiry help the business understand your project before contacting you. They are not the full chat transcript. The separate 90-day conversation record stays with us, with the details described above removed.

13

Rebate updates

If you subscribe to rebate updates, we collect:

• Your email address.
• Your first name, if you provide it.
• The states or territories you choose to follow.

We use these details to send updates about relevant rebate deadlines, eligibility rules and program changes.

Subscriber information is held in Resend. We do not sell it or share it with listed businesses.

Every update email includes an unsubscribe link and a link to manage your state preferences.

14

Photos and uploaded files

Business logos, cover images and project photographs are stored using Cloudflare and displayed on the listing once approved for publication.

Only upload content you have permission to use. If a photograph identifies another person, obtain their permission before submitting it for publication.

Avoid including unnecessary personal information in uploaded files.

15

How long we keep information

We keep information for the periods described below, unless a legal requirement or a request we can action changes that period.

Enquiries to claimed listings

Two years, to support enquiry records and resolve issues relating to their delivery or handling.

Enquiries to unclaimed listings

90 days, to allow us to forward the enquiry and manage follow-up.

Business listing information

While the listing remains published. When a listing is removed, we delete its associated contact details unless we need to retain particular records for legal, billing or dispute-resolution purposes.

Payment records

Seven years for tax and record-keeping purposes.

Rebate subscriptions

While your subscription remains active. After you unsubscribe, we may retain a minimal record of your opt-out so we do not send further updates.

Assistant conversations

90 days, with contact details taken out of them, and then deleted.

Sign-in links expire after 30 minutes and can only be used once. Business sign-in sessions last for up to 30 days.

You can ask us to delete information sooner. We will do so where possible, subject to any lawful need to retain it.

These periods apply to information we hold. A business that receives your enquiry may retain its own copy under its privacy policy and legal obligations.

16

Keeping information secure

We take reasonable steps to protect personal information against misuse, loss, unauthorised access, alteration and disclosure.

The website uses encrypted connections to protect information sent between your browser and our service.

Business accounts use email sign-in links rather than passwords. Sign-in links are single-use, time-limited and stored in hashed form rather than as readable links.

No online service can guarantee absolute security. If a data breach occurs, we will assess it, take steps to contain it and notify affected people and the relevant regulator where required by law.

17

Access, correction and deletion

You can ask us to:

• Provide a copy of the personal information we hold about you.
• Correct information that is inaccurate or out of date.
• Delete information we no longer need to retain.

Send your request to hello@upgrademyhome.com.au.

We do not charge for these requests and will respond within 30 days. We may need to verify your identity before providing access or making changes.

If we cannot action a request in full, we will explain why, unless the law prevents us from doing so.

We are committed to handling personal information in line with the Australian Privacy Principles.

18

Privacy complaints

If you have a concern about how we have handled your information, email hello@upgrademyhome.com.au.

We will review your complaint and respond within 30 days. If we need more time, we will explain why and keep you informed.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner. The OAIC can explain whether your complaint falls within its jurisdiction and what options are available.

19

Changes to this policy

We may update this policy as our services or information-handling practices change.

We will publish the updated policy on this page and revise the date below. Where required, we will provide additional notice or seek consent before using your information for a new purpose.