PingMate handles information about two groups of people: the businesses that use PingMate and the people who call or text those businesses. This policy describes the information handled by the PingMate website, dashboard and phone service.
We do not sell personal information
Information is used to operate, support and improve PingMate.
AI use is identified
We explain what is sent for transcription and reply processing.
You can ask us
Contact us about access, correction, deletion or a concern.
Section 1
Who this policy covers
This policy applies to:
- People who visit the PingMate website, create an account or contact us
- PingMate account holders and people who manage a business account
- People who call or text a phone number operated through PingMate, or receive a text from one
Account details are usually collected directly from the account holder. Call and message information is received when someone contacts a PingMate number, usually through our phone provider. Technical information is collected when someone visits the website or signs in. Billing information is received from Stripe.
If you call or text a PingMate number, the business you contacted may also have its own privacy practices. You should ask that business how it uses the information it receives through PingMate.
Section 2
Information PingMate handles
The information collected depends on whether you browse the website, hold an account, call a business or send it a text. It may include the following.
Account and business details
- Your name, email address, mobile number and login details
- Your business name, industry, location, opening hours and timezone
- Call forwarding, reply, pricing, tone and booking-link settings
- Saved replies and welcome or voicemail audio you upload
Calls, messages and voicemail
- Caller, sender and recipient phone numbers, message bodies and sent texts
- Call and message identifiers, dates, times, status, direction and duration
- Voicemail recordings, recording links, transcripts and delivery details
- Edits, read status, failure reasons and other conversation history shown in the dashboard
Information generated by the service
- Voicemail transcripts, summaries and spam or job-related classifications
- AI-written replies and any edits made before sending
- Estimated job amounts generated from a message and your business settings
- Usage counts and dashboard insights based on calls and messages
Billing records
- Stripe customer and subscription identifiers, plan and subscription status
- Invoice details, message usage and billing dates
- Payment method type and the last four digits where Stripe makes these available
- Payment details entered at checkout are handled by Stripe rather than stored in full by PingMate
Website and technical information
- IP address, browser or device information and session activity
- Sign-in time, website interactions and Google Analytics data
- Request, delivery, error and security logs used to operate and troubleshoot the service
- Messages or other details you include when contacting support
Communication content can reveal personal or sensitive information depending on what a caller or sender chooses to say. PingMate does not need people to include health, financial, identity-document or other sensitive details in an ordinary business enquiry.
Section 3
Why we use this information
- Create and secure your account, provision your PingMate number and provide support
- Forward calls, receive voicemail, send and receive SMS, and show conversation history
- Transcribe and summarise voicemail, filter likely spam and prepare replies
- Apply your business settings, saved messages, pricing and preferred response style
- Process subscriptions, invoices and message usage through Stripe
- Send login, password reset, billing, cancellation and service emails
- Measure website use, diagnose faults, prevent misuse and improve the service
- Respond to lawful requests and protect PingMate, its users and other people
We may also use or disclose information where you ask us to, where it is reasonably necessary to investigate misuse or a security incident, or where a lawful request requires us to do so.
Section 4
How AI is used
PingMate uses OpenAI services for specific communication tasks. AI is not presented as a person and its output should not be treated as professional advice or a guaranteed quote.
- Voicemail audio may be sent to OpenAI for speech-to-text transcription.
- SMS content and voicemail transcripts may be sent to OpenAI to classify content, prepare summaries or write a reply.
- Relevant business settings may be included, such as your business name, industry, location, rates, tone and booking link.
- AI output may be incomplete or wrong. Account holders should check important summaries, estimates and replies before relying on them.
A custom reply does not switch off every AI task
Selecting a saved message instead of an AI-written reply changes how the outbound reply is prepared. It does not necessarily prevent AI processing for voicemail transcription, summaries or spam classification. If automatic sending is enabled, a prepared reply may be sent before the account holder reviews it.
PingMate does not use communication content to train a PingMate-owned AI model. Information processed by OpenAI is also subject to the service arrangements and settings applying to PingMate's OpenAI account.
Section 5
Providers and other disclosures
PingMate depends on specialist providers to deliver the phone, AI, payment, website and email parts of the service. They receive the information needed to perform their role.
Twilio
Phone numbers, calls, SMS and voicemail
Twilio handles phone numbers, caller and recipient numbers, call and message records, SMS content, voicemail recordings and delivery status so the communications service can work.
OpenAI
Transcription and language processing
OpenAI may receive message content, voicemail audio or transcripts, and relevant business settings to transcribe, classify, summarise or prepare a reply.
Stripe
Checkout, subscriptions and invoices
Stripe handles checkout and payment information. PingMate receives customer, subscription, invoice, payment method summary and message-usage information from Stripe.
Website fonts and analytics
The website loads Google Fonts and Google Analytics. Google may receive technical and website-use information, including through cookies or similar identifiers.
Email and hosting providers
Infrastructure and service email
Providers used to host PingMate, store application data, run background jobs and deliver account or service emails may process the information needed for those tasks.
We may also disclose information to professional advisers, authorities or another person where required by law, where reasonably necessary to protect people or the service, or with the relevant person's instruction or consent.
Section 6
Processing outside Australia
Twilio, OpenAI, Stripe, Google and other infrastructure providers operate internationally and may use overseas systems or subprocessors. This means personal information may be processed or stored outside Australia.
The exact locations can depend on provider infrastructure, account settings and subprocessors, and may change. Contact us if you need current information about a particular provider before using PingMate for information that requires location-specific handling.
Section 7
Retention and deletion
PingMate does not apply one fixed retention period to every type of information. We retain records while they are needed to provide the service, maintain security, resolve disputes, or meet legal and accounting requirements.
Cancelling your subscription does not automatically delete your account or its communication history. It releases the assigned PingMate number when the cancellation takes effect.
Deleting a message or uploaded greeting removes the item from the active PingMate service. Copies may remain for a limited period in backups, logs or a provider system.
A temporary copy of voicemail audio downloaded for transcription is deleted after the transcription attempt. The original recording may remain with the phone provider and its reference may remain in PingMate records.
You can ask us to delete an account or other personal information. We will assess the request, verify identity where needed, and explain if information must be retained for legal, billing, dispute or security reasons.
Section 8
Cookies and website measurement
PingMate uses an essential session cookie to support sign-in, account security and dashboard functions. The website also loads Google Fonts and Google Analytics. Google Analytics may set or read cookies and collect technical information about visits and interactions.
You can block or clear cookies through your browser. Blocking the essential session cookie may prevent sign-in and other account features from working. Browser privacy controls may also limit analytics collection.
Section 9
Security
PingMate uses safeguards including hashed passwords, access checks, signed phone-provider webhooks, request rate limits and security headers. Access to account pages requires authentication. No internet service can guarantee absolute security.
Read the Security page for the current public description of PingMate's safeguards. If you believe information has been exposed or sent to the wrong person, contact us promptly.
Section 10
Your choices and requests
- Update your account and business settings in the dashboard
- Delete individual message records and remove uploaded greeting audio
- Turn automatic replies, call forwarding and mobile text alerts on or off
- Ask us for access to, correction of or deletion of personal information we hold about you
- Block or clear website cookies using your browser settings, noting that blocking essential session cookies may stop account features working
Email contact@pingmate.com.au with enough detail for us to understand the request. We may need to confirm your identity or authority before giving access to account or communication records.
If you are a caller or text sender, you can first contact the business whose PingMate number you used. You can also contact PingMate if the business cannot resolve the concern or you believe the service itself is involved.
Section 11
Responsibilities of account holders
Account holders decide where their PingMate number is published, which calls and messages they receive, whether automatic replies are enabled and how they use customer information in their business.
Account holders are responsible for giving any notices and obtaining any permissions required for their use of call forwarding, voicemail recording, AI processing and customer communications. They should not use PingMate to collect information they do not need or to send unsolicited marketing.
Section 12
Questions, complaints and changes
Send privacy questions or complaints to contact@pingmate.com.au . Tell us what happened, whose information is involved and the outcome you are seeking. We will review the concern and respond as soon as reasonably practical.
If you are not satisfied, you may be able to contact the Office of the Australian Information Commissioner . Its guidance generally asks people to complain to the organisation first and allow it time to respond.
We may update this policy when PingMate, its providers or relevant requirements change. The date at the top tells you when this version was last updated. Material changes may also be communicated through the website, dashboard or account email.