Privacy Policy

Who this policy covers

This policy applies to personal information handled by the operator of Service Hub through serviceshub.au, Service Hub account registration, authenticated workspaces, support channels, subscription billing and related communications.

It applies to visitors, clients, service providers, authorised provider workspace members and people who contact us. A service provider may separately collect information from its own clients; that provider is responsible for its own privacy practices and notices.

Information we collect

Depending on how you use the platform, we may collect the following categories of information:

• Account and contact information, such as name, email address, phone number, login credentials and security verification details.
• Business and profile information, such as a trading name, ABN or other business identifier, service industries, address and public profile details.
• Workflow information, such as service requests, responses, work posts, messages, client records, quotes, invoices, receipts and support requests.
• Technical and security information, such as session data, device/browser data, IP-derived security signals, audit records and error reports needed to protect the service.

How information is collected

We collect information directly from you when you register, complete a profile, use a workflow, upload a permitted document asset, make a support request or update your settings. We also create service records from your authenticated actions and receive limited payment status and reference information from Stripe after you choose to purchase a Service Hub subscription. We do not receive or store full card numbers or card security codes.

Why we use information

We use personal information only as reasonably necessary to provide and protect the platform, including to:

• create and secure accounts, authenticate users and prevent misuse, fraud and unauthorised access;
• operate industry-scoped matching, workspace workflows, documents, notifications and support;
• manage Service Hub subscription checkout, payment records, receipts, cancellation and entitlement status;
• maintain audit, security, backup, diagnostic and legal-compliance records; and
• respond to enquiries, requests, complaints and lawful requests from regulators or courts.

When information is disclosed

We disclose information within the access boundaries required by the platform. For example, information in a service request or provider response is shown to the relevant authorised marketplace participants, while private client and billing records remain inside the responsible provider workspace unless that provider chooses to send a document to its client.

We may also disclose information to service providers that help operate the platform, including cloud hosting, email delivery, secure file storage, monitoring, customer support and Stripe for Service Hub subscription payments. We do not sell personal information or use it for unrelated advertising.

Storage and security

We use access controls, authentication, role and workspace boundaries, encryption in transit, logging, backups, monitoring and least-privilege operational controls appropriate to the nature of the information and service. No internet service can guarantee absolute security.

Keep your password, authentication codes and account access private. Tell us promptly through Contact if you believe an account or personal information has been accessed without authority.

Retention and deletion

We retain information only for as long as needed for the stated purposes, platform operation, dispute handling, security, backup, audit, tax or other legal obligations. Retention can differ by record type. We may de-identify or securely delete information when it is no longer required, subject to lawful retention requirements and backup cycles.

Overseas processing

Service Hub may use service providers whose systems or support personnel process information outside Australia. This can include infrastructure, email and payment providers that operate internationally. Where practicable, we use contractual, technical and organisational safeguards appropriate to the service.

Because provider locations and processing arrangements can change, we cannot list every possible country in this policy. Before adding a new material processor, we assess its role and update this policy where required.

Access and correction

You can update much of your account and workspace information directly after signing in. To request access to, or correction of, personal information that is not available in the workspace, submit a Contact request and select the privacy or data topic.

We may need to verify your identity and may refuse or limit a request where permitted or required by law, including to protect another person's privacy, security or legal rights. If we cannot comply, we will explain the reason where appropriate.

Privacy complaints

If you believe we have handled personal information inconsistently with this policy or applicable privacy law, submit a Contact request with the privacy or data topic, describe the issue and provide a safe way to respond. We will acknowledge, investigate and respond within a reasonable time.

If you are not satisfied with our response, you may have a right to contact the Office of the Australian Information Commissioner or another relevant privacy regulator. Nothing in this policy limits a right that cannot lawfully be limited.

Changes to this policy

We may update this policy when our service, legal obligations or data practices change. The current version and effective date appear on this page. Material changes will be communicated through an appropriate channel, such as the site, an account notice or email where required.