Privacy Policy
Last updated: March 8, 2026
Quick Summary
Kaylo helps Australian small businesses handle phone calls with AI. We collect business information from our customers and call data from people who phone our customers' businesses. We use this data to provide our AI receptionist service, store it securely in Australia, and share it only with essential service providers. You can access, correct, or delete your data anytime.
Contents
1. Who we are
Kaylo is an AI phone receptionist service for Australian small businesses. We're operated by Kaylo, an Australian entity. Our service uses artificial intelligence to answer phone calls, take messages, handle frequently asked questions, and book appointments for our business customers.
This privacy policy explains how we handle personal information in compliance with the Australian Privacy Act 1988 and the Australian Privacy Principles (APPs).
2. Information we collect
From our business customers:
- Business name and contact details
- Account holder name and email address
- Phone numbers and business hours
- Business information for FAQ responses
- Appointment booking preferences and calendar integration details
- Payment information (processed securely by Stripe)
- Service usage data and call analytics
From people calling our customers' businesses:
- Phone number and caller identification
- Call recordings and transcripts
- Messages left with our AI receptionist
- Personal details shared during calls (name, contact information, appointment requests)
- Call duration, time, and basic metadata
Website visitors:
- Basic website analytics (pages visited, time spent, device type)
- IP address and general location information
- Browser type and settings
3. How we use your information
We use the information we collect to provide and improve our AI receptionist service:
- Operating the AI receptionist service and handling phone calls
- Taking messages and forwarding them to business customers
- Answering frequently asked questions about our customers' businesses
- Booking appointments and managing calendars
- Processing payments and managing subscriptions
- Providing customer support and service improvements
- Sending service notifications and important updates
- Analyzing usage patterns to improve our AI technology
- Ensuring service security and preventing misuse
4. Information sharing
We share information only when necessary to provide our service or comply with legal requirements:
Service providers we work with:
- Supabase: Database hosting and user authentication (data stored in Australia)
- ElevenLabs: AI voice generation technology
- Twilio: Phone call routing and telephony services
- Stripe: Payment processing (coming soon)
- Vercel: Website and application hosting
We never sell your data
We do not sell, rent, or trade personal information to third parties for marketing purposes.
Legal requirements
We may disclose information if required by Australian law, court order, or government authority, or to protect our rights and safety.
5. Data retention
- Account information: Kept while your account is active, plus 2 years after cancellation for billing and legal purposes
- Call recordings and transcripts: Stored for 12 months to improve service quality, then automatically deleted
- Messages and appointment data: Kept for the duration needed to fulfill the service request
- Payment records: Retained for 7 years as required by Australian tax law
- Analytics data: Aggregated and anonymized data may be kept indefinitely for service improvement
You can request early deletion of your data by contacting us at hello@kaylo.com.au.
6. Privacy for callers
Important: If you call a business that uses Kaylo, your call will be handled by our AI system.
When you call a business that uses Kaylo:
- Your call will be answered by our AI receptionist, which will identify itself as an AI assistant
- Your call may be recorded for quality and training purposes
- Information you provide will be shared with the business you're trying to reach
- We store call data to provide messaging and appointment booking services
- You can ask to speak directly to the business or request your data be deleted
7. AI and automated processing
Kaylo uses artificial intelligence and automated systems to:
- Process phone calls and understand caller requests
- Generate appropriate responses using natural language
- Route calls based on urgency and business rules
- Transcribe and analyze call content
While our AI is sophisticated, it may occasionally misunderstand requests or make errors. If you're not satisfied with the AI service, you can always request to speak with the business directly.
8. Call recordings and transcripts
For quality assurance and service improvement:
- All calls handled by Kaylo may be recorded
- Recordings are automatically transcribed using AI technology
- Business customers can access recordings and transcripts of their calls
- Recordings are stored securely and deleted after 12 months
- You can request access to or deletion of recordings involving you
9. Data security
We implement strong security measures to protect your information:
- Data encryption in transit and at rest
- Secure data centers with physical and digital access controls
- Regular security audits and vulnerability assessments
- Staff training on data protection and privacy
- Incident response procedures for any security breaches
While we work hard to protect your data, no system is completely secure. We'll notify you promptly if any security incident affects your personal information.
10. Your privacy rights
Under Australian privacy law, you have the right to:
- Access: Request a copy of the personal information we hold about you
- Correction: Ask us to correct inaccurate or outdated information
- Deletion: Request deletion of your personal information (subject to legal requirements)
- Explanation: Understand how we collect, use, and disclose your information
- Complaint: Lodge a complaint about how we handle your information
To exercise these rights, contact us at hello@kaylo.com.au. We'll respond within 30 days and won't charge for reasonable requests.
12. Children's privacy
Our service is designed for business use and we don't knowingly collect personal information from children under 13. If you believe a child has provided information to us, please contact us immediately at hello@kaylo.com.au.
13. Changes to this policy
We may update this privacy policy to reflect changes in our practices or legal requirements. We'll notify customers of significant changes by email and post updates on our website. The "last updated" date at the top shows when changes were made.
14. Contact us
If you have questions about this privacy policy or want to exercise your privacy rights:
Email:
hello@kaylo.com.au
Privacy Officer:
Dylan Marchingo
Australian Privacy Commissioner:
If you're not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au
This privacy policy was last updated on March 8, 2026.