Privacy Policy

StitchedUp is a software platform designed for Australian trade and service businesses.

The StitchedUp platform, software, brand and associated intellectual property are owned by:

Cloud Sea Media Group Limited Hong Kong

("Cloud Sea Media").

StitchedUp is licensed for operation in Australia to:

Terence Claude Christie ABN 76 131 675 898 trading as PIPELINE HQ 14 Linum St Blackburn VIC 3130 Australia

("Pipeline HQ", "we", "us" or "our").

Pipeline HQ operates and supplies StitchedUp to Australian customers.

Cloud Sea Media owns the underlying StitchedUp technology and may provide development, technical, security, maintenance or platform support in connection with the Service.

We are committed to handling personal information responsibly and, where applicable, in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Where the Privacy Act does not directly apply, we nevertheless use the principles of Australian privacy law as the standard for our privacy practices.

Privacy enquiries may be sent to:

[admin@stitchedup.app](mailto:admin@stitchedup.app)

This Privacy Policy applies to personal information we handle about people including:

• StitchedUp account holders;
• business owners;
• employees and authorised users of StitchedUp accounts;
• prospective customers;
• people who contact us;
• visitors to our website;
• customers of businesses using StitchedUp;
• callers interacting with AI receptionist or voice features;
• visitors interacting with StitchedUp-powered chat or AI widgets;
• people whose information is entered into StitchedUp by an account holder; and
• other individuals whose personal information is processed through the Service.

When a trade or service business uses StitchedUp to store or process information about its own customers, that business remains responsible for its relationship with those customers and for complying with its own privacy, consumer, communications and other legal obligations.

StitchedUp provides the technology used to process that information on behalf of, or at the direction of, the relevant business.

The information we collect depends on how you interact with StitchedUp.

We may collect personal information:

• directly from you;
• when you create an account;
• when you purchase a subscription;
• when you use StitchedUp;
• when you communicate with us;
• when you enter information into the platform;
• from another person or business using StitchedUp;
• through integrations you choose to activate;
• from Airwallex;
• from Stripe;
• through AI or voice functionality;
• through cookies and authentication technologies;
• through browser push subscriptions;
• through server and application logs; and
• from service providers involved in operating StitchedUp.

If you provide personal information about another person, you are responsible for ensuring you are authorised to provide that information where required.

We may use personal information where reasonably necessary to:

• create and manage StitchedUp accounts;
• provide the Service;
• provide paid subscriptions;
• authenticate users;
• manage customer records;
• manage jobs, quotes and invoices;
• facilitate payments;
• provide payment-guarantee functionality;
• provide email, SMS and telephone functionality;
• provide AI receptionist functionality;
• provide AI and automation features;
• provide social-media tools;
• provide calendar and business integrations;
• generate reports;
• provide customer support;
• diagnose technical problems;
• maintain security;
• prevent fraud;
• monitor misuse;
• administer subscriptions and billing;
• process usage charges;
• improve StitchedUp;
• develop new functionality;
• comply with legal obligations;
• establish, exercise or defend legal rights; and
• otherwise operate StitchedUp.

We may also use aggregated or de-identified information for analytics, reporting, service improvement and product development where individuals are not reasonably identifiable.

StitchedUp allows businesses to store and process information concerning their own customers.

For example, a tradie may enter a customer's:

• name;
• telephone number;
• email address;
• property address;
• job description;
• quote;
• invoice;
• photos;
• payment details or payment status;
• communications; and
• other information relating to the job.

The StitchedUp account holder is responsible for determining:

• what information should be collected;
• why the information is collected;
• whether it may lawfully be entered into StitchedUp;
• how that information is used;
• what communications may be sent;
• what privacy notices or consents are required; and
• how long the business is required to retain its records.

Pipeline HQ processes this information to provide StitchedUp functionality and for the other purposes described in this Privacy Policy.

We do not sell customer databases entered into StitchedUp.

We use third-party technology and service providers to operate StitchedUp.

These may include:

The StitchedUp software, platform, brand and intellectual property are owned by Cloud Sea Media Group Limited in Hong Kong.

Cloud Sea Media may provide:

• development;
• software maintenance;
• technical support;
• infrastructure support;
• security support;
• troubleshooting; and
• platform-related services.

Where reasonably necessary for these purposes, authorised personnel or systems associated with Cloud Sea Media may access information processed through StitchedUp.

Access is intended to be limited to what is reasonably necessary for the applicable operational purpose and subject to appropriate confidentiality, security and access controls.

Because Cloud Sea Media is located in Hong Kong, this may involve personal information being accessed or processed outside Australia.

Authorised personnel may access a StitchedUp account where reasonably necessary for purposes including:

• customer support;
• troubleshooting;
• investigating technical issues;
• security;
• fraud prevention;
• account administration; and
• resolving billing or operational issues.

StitchedUp includes administrative functionality that may allow authorised support personnel to access or impersonate a business account for support or administrative purposes.

Administrative access is restricted to authorised personnel and may be logged.

We do not permit staff to access customer accounts without a legitimate operational reason.

StitchedUp uses technology providers that operate internationally.

Personal information may therefore be processed, accessed, transmitted or stored outside Australia.

Likely overseas locations may include:

• Hong Kong, including in connection with Cloud Sea Media;
• United States, where a number of technology, AI, communications and payment providers operate; and
• other countries or regions in which our service providers or their subprocessors operate.

Some infrastructure providers operate global or distributed cloud networks, so the precise location of every instance of processing may vary.

Where Australian privacy law applies to an overseas disclosure, we take reasonable steps appropriate to the circumstances to protect personal information.

These steps may include:

• contractual protections;
• security requirements;
• access controls;
• provider due diligence; and
• restrictions on use of information.

We will update this Privacy Policy where we determine that additional overseas locations should reasonably be disclosed.

Some StitchedUp functionality uses artificial intelligence.

AI features may be provided through one or more technology providers including OpenAI, Anthropic, OpenRouter and AI systems used through voice providers.

Depending on the feature, information submitted to AI systems may include:

• customer messages;
• conversation history;
• business information;
• customer details;
• job information;
• photos;
• audio;
• documents;
• receipts;
• instructions; and
• prompts.

AI providers may process this information in accordance with their applicable service terms, data-processing arrangements and privacy practices.

StitchedUp does not guarantee that third-party AI providers operate on a zero-retention basis unless expressly stated for a particular feature.

Users should avoid submitting sensitive personal information to AI features unless it is reasonably necessary, lawful and appropriate.

AI-generated information may contain errors.

Users remain responsible for reviewing important AI-generated output before relying on it or communicating it to customers.

StitchedUp may provide AI receptionist and voice functionality.

Where these features are enabled:

• calls may be recorded;
• caller speech may be transcribed;
• transcripts may be stored;
• call recordings may be stored;
• AI providers may process conversation content; and
• call information may be used to create leads, appointments, notes or other business records.

Voice functionality may involve providers including:

• Vapi;
• Deepgram;
• ElevenLabs; and
• AI model providers used by the voice system.

StitchedUp may retain copies of recordings and transcripts within its own storage systems.

The business enabling voice functionality is responsible for ensuring that callers receive any recording or privacy notices required by applicable law.

StitchedUp provides functionality that allows a recording notice to be configured.

StitchedUp may store:

• job photos;
• proof-of-work photos;
• business assets;
• social-media images;
• voice recordings;
• job recordings;
• expense receipts;
• documents; and
• other uploaded files.

Some files may be stored in private storage and some business or social-media assets may be publicly accessible where required for the functionality selected by the account holder.

Users are responsible for ensuring they have authority to upload and use files containing personal information.

StitchedUp may integrate with third-party services selected by the account holder.

These may include:

• Facebook;
• Instagram;
• Google Calendar;
• Google Business Profile; and
• other services added from time to time.

Where an integration is enabled, information may be exchanged with the relevant provider.

For example, calendar functionality may involve information such as:

• job title;
• customer name;
• service address;
• telephone number;
• appointment date; and
• other relevant job information.

Social-media functionality may involve:

• business details;
• images;
• captions;
• post content;
• account identifiers; and
• authentication information.

Third-party platforms process information under their own privacy policies and legal terms.

When you submit a contact, waitlist or enquiry form, we may collect information including:

• name;
• email address;
• telephone number;
• trade or business type;
• business information;
• message content; and
• other information you choose to provide.

We may retain this information for purposes including:

• responding to your enquiry;
• sales follow-up;
• customer support;
• product communication; and
• maintaining business records.

We may use contact information to communicate with existing or prospective StitchedUp customers about:

• StitchedUp;
• new features;
• relevant products;
• promotions;
• offers; and
• service updates,

where permitted by law.

Marketing communications will include an unsubscribe mechanism where required.

You may ask us to stop sending marketing communications at any time.

You may still receive operational communications necessary for your account, including:

• billing notifications;
• security notifications;
• password resets;
• legal notices;
• service messages; and
• important account information.

Businesses using StitchedUp remain responsible for ensuring that marketing communications they send to their own customers comply with applicable spam, privacy, consent and telemarketing laws.

StitchedUp uses cookies and similar technologies required for operation of the Service.

These may include:

• authentication cookies;
• session cookies;
• administrative support cookies;
• service-worker caching;
• offline functionality;
• browser push subscription information; and
• other essential or operational technologies.

These technologies may be used to:

• keep users signed in;
• authenticate accounts;
• maintain security;
• provide support access;
• provide push notifications;
• support offline functionality; and
• operate the application.

StitchedUp does not currently use third-party behavioural advertising cookies or dedicated marketing analytics tools unless otherwise disclosed.

If we introduce non-essential advertising or tracking technologies in the future, this Privacy Policy and any required consent mechanisms will be updated.

StitchedUp is not primarily designed for the collection of sensitive information.

However, certain features may involve information such as voice recordings or audio recordings that identify an individual.

StitchedUp does not use voice recordings for biometric identification unless expressly disclosed.

Users should avoid entering information such as:

• health information;
• racial or ethnic information;
• political opinions;
• religious beliefs;
• sexual orientation;
• biometric identifiers; or
• other sensitive information,

unless it is genuinely necessary, lawful and appropriate for the business purpose involved.

Where sensitive information is collected, it should be handled in accordance with applicable law.

We take reasonable technical and organisational steps to protect personal information against:

• misuse;
• interference;
• loss;
• unauthorised access;
• unauthorised modification; and
• unauthorised disclosure.

Security measures may include:

• authentication;
• access controls;
• row-level database security;
• private storage;
• encrypted connections;
• logging;
• monitoring;
• backups;
• software updates; and
• restrictions on administrative access.

No internet-connected service can guarantee absolute security.

Users are responsible for protecting their login credentials and devices and for notifying us promptly if they suspect unauthorised account access.

We maintain processes for responding to actual or suspected data breaches.

Where a breach occurs, we may take steps including:

• containing the incident;
• investigating what occurred;
• determining what information was affected;
• assessing potential harm;
• taking remedial action;
• working with relevant service providers; and
• reviewing security measures.

Where the Notifiable Data Breaches scheme under Australian privacy law applies and the relevant legal threshold is met, we will make notifications required by law.

We retain information for as long as reasonably necessary for:

• providing StitchedUp;
• maintaining an account;
• billing;
• payments;
• customer support;
• fraud prevention;
• legal obligations;
• taxation and financial records;
• dispute resolution;
• security; and
• legitimate business record keeping.

Different types of information may be retained for different periods.

Voice recordings, transcripts, job recordings, photos, documents and other files may remain stored for the life of an active account unless deleted earlier.

Some third-party providers may retain information independently under their own service and retention policies.

We do not currently promise a fixed retention period for all categories of data.

StitchedUp does not currently provide a complete self-service account deletion function.

You may request deletion by contacting:

[admin@stitchedup.app](mailto:admin@stitchedup.app)

Deletion requests are handled manually.

Where an account is deleted, we will take reasonable steps to remove or de-identify information that is no longer required.

Because StitchedUp uses multiple systems and storage services, deletion may not be immediate across every system.

Information may temporarily remain in:

• authentication systems;
• file-storage systems;
• backups;
• logs;
• payment-provider records;
• third-party systems; and
• other systems where deletion requires separate processing.

Some information may also be retained where required or permitted by law, including billing, taxation, fraud, security or dispute records.

Backup copies may remain for a period until overwritten or removed through normal backup-retention processes.

StitchedUp may provide export functionality for certain information, such as reports.

A complete self-service export of all account data is not currently available.

If you require access to personal information that we hold about you, you may contact us at:

[admin@stitchedup.app](mailto:admin@stitchedup.app)

We may provide access through available account functionality, manual export or another reasonable method depending on the information requested.

Where applicable, you may request access to personal information we hold about you.

Contact:

[admin@stitchedup.app](mailto:admin@stitchedup.app)

We may need to verify your identity before providing access.

There may be circumstances in which access may lawfully be refused or limited.

Where required, we will explain the relevant reason.

If you are a customer of a trade or service business using StitchedUp, we may direct your request to that business where it is responsible for the information and is best placed to respond.

You may request correction of personal information that is inaccurate, out of date, incomplete, irrelevant or misleading.

Some information may be corrected directly within StitchedUp.

For other requests contact:

[admin@stitchedup.app](mailto:admin@stitchedup.app)

We may take reasonable steps to verify requested changes.

If you have concerns about how StitchedUp has handled personal information, please contact us first so we can investigate.

Privacy complaints should be sent to:

[admin@stitchedup.app](mailto:admin@stitchedup.app)

Please provide sufficient information for us to understand the issue and identify the relevant account or information.

We will investigate privacy complaints and aim to respond within a reasonable period.

Where Australian privacy law applies and you are not satisfied with our response, you may have the right to make a complaint to the Office of the Australian Information Commissioner (OAIC).

You may browse general parts of the StitchedUp website without creating an account where identification is not reasonably required.

Certain functionality requires identification because it would be impracticable to provide services such as:

• accounts;
• subscriptions;
• billing;
• payments;
• secure business records; or
• customer management,

without identifying the relevant user or business.

StitchedUp may contain links to, or integrations with, third-party websites and services.

Those third parties may collect and process information under their own privacy policies.

This Privacy Policy does not govern independent information handling by a third party where Pipeline HQ does not control that handling.

We encourage users to review the privacy policies of services they choose to connect to StitchedUp.

If Pipeline HQ's StitchedUp operations, or rights relating to the Australian operation of StitchedUp, are sold, transferred, reorganised or restructured, information associated with the Service may form part of that transaction.

Where personal information is transferred in connection with such a transaction, we will take reasonable steps appropriate to the circumstances to protect it.

Cloud Sea Media may separately transfer or restructure ownership of StitchedUp intellectual property.

We may update this Privacy Policy from time to time to reflect:

• changes to StitchedUp;
• new features;
• new service providers;
• changes to our data practices;
• changes in law;
• security requirements; or
• changes to business operations.

The current version will be published at:

stitchedup.app/privacy

The "Last updated" date will show when the policy was most recently changed.

Where a material change significantly affects how personal information is handled, we may provide additional notice where appropriate.

StitchedUp is operated in Australia by:

Terence Claude Christie ABN 76 131 675 898 trading as PIPELINE HQ

14 Linum St Blackburn VIC 3130 Australia

Privacy enquiries, access requests, correction requests, deletion requests and complaints:

[admin@stitchedup.app](mailto:admin@stitchedup.app)

StitchedUp software, brand and intellectual property are owned by:

Cloud Sea Media Group Limited Hong Kong