Property Enquiry Privacy

1. Who we are

In this policy, “we”, “us” and “our” mean Your Property Pilot Pty Ltd (ABN 99 694 602 330).

We provide software to real estate agencies. Our services include property landing pages, enquiry handling, and automated follow-up by phone, text message and email.

When we handle personal information we are bound by the Privacy Act 1988 (Cth), including the Australian Privacy Principles.

2. Our role — we act for the agency

This matters, because it decides who is responsible for your information.

When you enquire about a property, you are dealing with a real estate agency. We are the service provider that handles that agency’s enquiries, calls and messages. The agency decides what happens with your information; we act on their instructions, and we are required not to use your information for our own purposes.

That means two policies apply to your enquiry: this one, which describes what we do with your information as the agency’s provider, and the agency’s own privacy policy, which governs what they do with it. You can ask the agency for a copy of theirs.

If you are an agency using our services, or you have contacted us through our own website, a different policy applies — see our general privacy policy at yourpropertypilot.com/privacy.

3. What we collect

Information you give us

• your name, email address and phone number
• the property or properties you enquired about, and anything you wrote in your enquiry
• what you tell us during a phone call, text conversation or email exchange — including your requirements, timing, budget indications and preferences
• anything else you choose to share with us or with the agency

Information collected automatically

When you visit a property page we host, we collect information about how you used the page. That includes which sections you viewed and for how long, which photographs you looked at, how far through a video or virtual tour you watched, what you clicked, and whether you started, abandoned or completed an enquiry form.

We use this to understand which properties and which presentations people find useful, to improve the pages, and to measure whether our advertising is reaching the right people. We do not use it to build a profile of you for sale or exchange, and we do not attach your name to it unless you send an enquiry.

Information from other sources

• the agency’s customer records, where they have asked us to work with them
• property portals and listing platforms, where an enquiry reaches us through them
• advertising platforms, which tell us that an advertisement was clicked — but not who you are

4. How we use it

We use personal information to:

• pass your enquiry to the agency and help them respond to it
• contact you about the property or enquiry you raised, on the agency’s behalf
• keep a record of what was discussed, so you are not asked the same questions repeatedly
• update the agency’s customer records
• improve the quality of our pages, calls and messages
• measure which advertising produces genuine enquiries, so agencies do not waste money on advertising that does not work
• meet our legal obligations, and resolve disputes

We only collect personal information for real, current purposes — not for possible future uses.

We do not sell your personal information.

5. Automated contact, and speaking with an AI assistant

This section describes something many services do not do, so we want it to be clear.

Depending on what the agency has chosen, an enquiry may be followed up automatically — by phone call, text message or email — rather than by a person picking up your enquiry manually. Some of that contact is handled by an AI assistant rather than a human.

Where that happens:

• the assistant is acting for the agency, and the agency remains responsible for the outcome
• what you say is used to understand and answer your enquiry, and to update the agency’s records
• you can ask to speak to a person, and you can ask us to stop contacting you, at any time — and we will

To stop contact, tell the assistant, reply STOP to a text message, or email us at hello@yourpropertypilot.com. A request to stop applies to phone, text and email together.

6. Phone calls and recording

If you call a number on a listing and our assistant answers, the conversation is converted to text so that we can answer you, pass your enquiry to the agency, and write it into the agency’s CRM. That text is treated as part of your enquiry record.

Where a call is recorded, you are told at the start of the call and you may end the call if you do not want to be recorded. You can ask for a copy of a recording or transcript of your own call, and you can ask us to delete it. See how to delete your data.

7. Who we share it with

We require our service providers to protect your information and to use it only for the purpose we engaged them for.

8. Overseas storage and processing

Some of the providers we use are located outside Australia, including in the United States and the European Union. That includes providers of AI language and speech services, telephony, and website measurement.

We take reasonable steps to ensure these providers handle your information consistently with the Australian Privacy Principles, including through our contracts with them.

You should be aware that organisations located outside Australia are not themselves bound by the Privacy Act, and that you may not be able to seek a remedy under the Privacy Act in relation to how they handle your information.

9. Cookies and website measurement

Our property pages use cookies and similar technologies to remember which advertisement or link brought you to the page, to keep your session working, and to measure how the page is used.

You can block or delete cookies in your browser settings. Some parts of the page may not work correctly if you do.

We do not use these technologies to identify you by name. If you send an enquiry, the details you type are stored with that enquiry — see what we collect.

10. How long we keep it

The agency may keep its own copy of your enquiry in its CRM after that. That copy is the agency’s, under the agency’s own privacy policy, and a request to delete it has to go to the agency.

When we no longer need personal information, we delete it or permanently de-identify it.

11. How we secure it

• Information is stored in access-controlled systems, encrypted in transit.
• Access is limited to people who need it to do their job.
• We assess the security arrangements of providers who hold or process information for us.
• We collect the minimum information needed for each purpose.

No system can be guaranteed completely secure, and we cannot guarantee the security of information transmitted over the internet.

12. Accessing, correcting and deleting your information

You can ask us for a copy of the personal information we hold about you, ask us to correct it if it is wrong, or ask us to delete it. Contact us at hello@yourpropertypilot.com.

We will respond within a reasonable period. In some cases the law allows or requires us to keep information — if we cannot act on your request, we will tell you why.

If we hold your information on behalf of an agency, we may need to refer your request to that agency, or act on their instructions. We will tell you if that happens, and who to contact.

13. Complaints

If you have a concern about how we have handled your personal information, contact us at hello@yourpropertypilot.com. Tell us what happened and what outcome you are seeking.

We will acknowledge your complaint and aim to resolve it within 30 days. If we need longer, we will explain why.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

14. Changes to this policy

We update this policy from time to time. The current version is always the one published at this address, and the date it was last updated is shown at the top.