Privacy Policy

1. Introduction

Venio Pty Ltd (ABN 59 793 910 553) is committed to protecting your privacy. This Privacy Policy explains how we collect, use, store and share your personal information when you use the Venio platform, including our website at venio.com.au.

We handle personal information in accordance with the Australian Privacy Act 1988 and the Australian Privacy Principles (APPs).

2. Information We Collect

We collect the following types of personal information:

3. How We Use Your Information

We use your personal information to:

• Process and manage your repair bookings
• Connect you with nearby technicians
• Process payments, including authorising and charging your card
• Send booking confirmations and updates via email and SMS
• Provide customer support and resolve disputes
• Handle warranty claims
• Improve the Venio platform and services
• Comply with legal obligations

4. Sharing Your Information

We share your personal information only as necessary to provide the Venio service:

We do not sell your personal information to third parties. We do not share your information for advertising purposes.

Stripe, Twilio and Resend are international businesses, so your information disclosed to them may be processed or stored on servers located outside Australia, including in the United States. Before making these disclosures, we take reasonable steps to be satisfied that each provider is subject to privacy protections at least as protective as the Australian Privacy Principles - including by relying on their published security and privacy commitments. Supabase hosts our database in Sydney, Australia.

5. Data Storage and Security

Your data is stored securely in a PostgreSQL database hosted by Supabase in Sydney, Australia. We use industry-standard security measures including encryption in transit (TLS) and encryption at rest. We have assessed our infrastructure providers and are satisfied they maintain privacy protections consistent with the Australian Privacy Principles.

We retain your personal information for as long as your account is active or as needed to provide services. You may request deletion of your account and data at any time. We may need to retain certain records for longer than that - for example financial and transaction records for accounting and tax purposes, or records relating to an active warranty claim or dispute - for as long as reasonably necessary for those purposes, even after an account is closed.

If a data breach occurs that is likely to result in serious harm to you, we will notify you and the Office of the Australian Information Commissioner (OAIC) as required under the Notifiable Data Breaches scheme in the Privacy Act 1988, including what happened, what information was involved, and what steps we and you can take in response.

6. Your Rights

Under the Australian Privacy Act you have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate information
• Request deletion of your account and personal data
• Opt out of marketing communications
• Make a complaint about how we handle your information

We will action these requests promptly, but as noted above we may need to retain some records - such as financial or warranty-related information - for as long as required by law or for legitimate purposes like accounting, dispute resolution or fraud prevention, even after a deletion request.

To exercise any of these rights, contact us at privacy@venio.com.au. If you're not satisfied with how we've handled your request or complaint, you can escalate it to the Office of the Australian Information Commissioner - see the Contact and Complaints section below.

7. Reviews and Ratings

If you leave a star rating or written review for a technician after a completed booking, we store the rating, any comment, the booking it relates to, and your account identifier. This information is used to calculate the technician's average rating. We do not currently display individual written reviews publicly or to other users - only the aggregate star rating is shown to customers. If you have a concern about a review you've submitted, or want it corrected or removed, contact us at privacy@venio.com.au.

9. Children

The Venio platform is not directed at children under 18. We do not knowingly collect personal information from anyone under 18. If you believe we have collected information from a minor, please contact us immediately.

10. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of significant changes by email or by posting a notice on the Venio platform. Your continued use of Venio after changes are posted constitutes your acceptance of the updated policy.

11. Contact and Complaints

If you have questions about this Privacy Policy or a complaint about how we handle your personal information, please contact us:

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.