Legal

Privacy Policy

Last updated 16 October 2026

In short

  • We collect your account details, your practice sessions (what was said and how it was delivered) and, while a live session runs, your voice.
  • If you use Reframer through your organisation, its administrators can see your practice sessions and progress.
  • We do not sell your personal information.
  • You can ask to see, correct or delete your information at any time.
1

We respect your privacy

  1. Reframer respects your right to privacy and is committed to safeguarding the privacy of our customers and the people who use our website and app. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. This policy sets out how we collect and treat your personal information.
  2. “Personal information” means information we hold that is identifiable as being about you.
  3. This policy covers the Reframer website, the Reframer app and the voice agents we build for businesses. If you use Reframer through your employer or another organisation, that organisation also decides how your data is used within its account, and this policy sits alongside its own.
2

What we collect

  1. We receive and store personal information that you enter into our app or website, give us directly, or give us in other forms.
  2. Account details. Your name, email address and sign-in details, and your settings such as your chosen voice.
  3. Practice sessions. The scenario you chose, a transcript of what you and the AI counterpart said, the feedback generated, and measures of how you delivered it, such as tone and pace.
  4. Voice. Your voice is sent to our voice and AI providers while a live session runs. They process it to hear you and reply, and may keep a record for a period under their own terms.
  5. Documents. Files your organisation uploads, such as policies, scripts or product information, which we use to build its training packs.
  6. Account and billing records. Seats, credits used and invoices. We do not store card numbers; payments are handled by a payment provider.
  7. Website and enquiries. Details you send through our contact or demo forms, and website analytics such as pages viewed, device type, approximate location and the campaign that brought you here.
  8. We may also collect other information you give us when you interact with us, for example feedback or a support request.
3

How we collect it

  1. We collect personal information from you in a variety of ways: when you use our app or website, fill in a form, contact us, or when we provide our services to you. We also collect some information automatically as you use them, such as usage and analytics data.
  2. We receive information from your organisation when its administrator invites you or uploads documents for your team.
  3. We may receive personal information from third parties. If we do, we will protect it as set out in this policy.
4

How we use it

  1. To run Reframer: to create scenarios, hold practice conversations, give you feedback, and show progress to you and your organisation.
  2. To look after accounts and billing, answer your questions, and keep the service secure.
  3. To improve our products and services and to better understand your needs.
  4. To contact you about your account and our services, by email, or by phone if you have given us your number. If you would like us to stop sending you updates, tell us and we will.
  5. We do not sell your personal information.
5

Who we share it with

  1. Your organisation. If you use Reframer through a team, its owners and administrators can see members’ practice sessions and progress. Please keep that in mind.
  2. Our service providers. We may disclose your personal information to employees, professional advisers, suppliers and subcontractors as far as is reasonably necessary for the purposes in this policy, such as cloud hosting, AI models, speech and voice processing, email delivery, payment processing and analytics. Personal information is only supplied to a third party when it is needed to deliver our services, and we ask them to handle it in line with this policy.
  3. When the law requires it. We may need to disclose personal information to comply with a legal requirement, such as a law, regulation, court order, subpoena or warrant, in the course of a legal proceeding, or in response to a law enforcement request.
  4. We may also use your personal information to protect the legal rights, property or safety of Reframer, our app, our website, our customers or third parties.
  5. Overseas. Our systems are hosted in Australia, but some of our AI and voice providers process information in other countries, such as the United States. Information we collect may therefore be stored, processed or transferred between parties outside Australia.
  6. If the business changes hands. If there is a change of control of our business, or a sale or transfer of business assets, we reserve the right to transfer our user databases and the personal information in them to the extent the law permits. It may be disclosed to a potential purchaser under an agreement to keep it confidential, and we would seek to disclose it only in good faith.
  7. By giving us personal information you consent to this policy and the types of disclosure it describes.
6

Security

  1. We are committed to keeping the information you give us secure. To prevent unauthorised access or disclosure, we have suitable physical, electronic and managerial procedures to safeguard it and protect it from misuse, interference, loss, and unauthorised access, modification and disclosure.
  2. The transmission and exchange of information is carried out at your own risk. We cannot guarantee the security of any information that you transmit to us, or receive from us, and although we take measures to guard against unauthorised disclosure, we cannot assure you that personal information we collect will never be disclosed in a way that is inconsistent with this policy.
7

Access, correction and deletion

  1. You may ask for access to, correction of, or deletion of the personal information we hold about you under the Australian Privacy Principles. Send us a message on our contact page. We will respond within a reasonable period, and no later than 30 days, without charging unreasonable fees.
  2. If you use Reframer through an organisation, we may need to check with it first.
  3. If we refuse a request on the limited grounds the law allows, we will give you written notice of our reasons and how you can complain about the refusal.
  4. We take reasonable steps to securely destroy or de-identify personal information when it is no longer needed for any permitted purpose. We keep your information while your account, or your organisation’s account, is active. If you ask us to delete it, we will, unless the law requires us to keep something, such as billing records.
8

Complaints

If you have a complaint about our privacy practices, send us the details on our contact page. We take complaints seriously and will investigate and respond within 30 days. If you are not satisfied with our response, you can refer your complaint to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or by calling 1300 363 992.
9

Opting out

  1. You can stop the app collecting information by uninstalling it, using the normal uninstall process on your device or through the app store.
  2. You can also turn off the app’s access to your microphone in your device settings, though live practice will not work without it.
  3. To stop receiving updates from us, or to opt out in any other way, send us a message on our contact page.
10

Our app and website

  1. What the app collects. The app may collect technical information such as your device type, operating system and app version, and performance details such as how long a reply takes. We use this to maintain and improve the app’s performance and your experience.
  2. Cookies and local storage. The app and website use local storage to keep you signed in and remember your settings. The website also uses Google Analytics, which sets cookies to count visits and see which pages and campaigns work. You can adjust your device or browser settings, or install Google’s opt-out add-on, to manage these, though some features may then not work as intended.
  3. Third-party services. The app and website use these types of service: cloud hosting and storage, speech and voice providers, AI language model providers, payment processing for credit purchases, email delivery, and website analytics (Google Analytics). They process information only to provide their service to us.
  4. Location. The app does not collect precise location. The website’s analytics may infer an approximate location, such as your city, from your internet connection.
  5. Third parties. Our app and website may link to other apps or websites we do not own or control, such as our booking page. Links are for your convenience only and are not an endorsement. We are not responsible for the privacy practices of those sites, and we encourage you to read their privacy statements when you leave ours.
  6. Children. Reframer is for adults and is not intended for children under 16.
11

Changes to this policy

We may update this policy from time to time. The latest version is always on this page, with the date at the top. Where appropriate, we will tell you about material changes by email or a notice in the app. We encourage you to review this policy now and then.
Questions about your privacy?
Send us a message and we will get back to you within 30 days.
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