Privacy Policy
1. Who we are
Goodreviews Global Pty Ltd (ACN 647 638 926, ABN 72 647 638 926) runs goodreviews.io and the Goodreviews app. We are based at 351 Pacific Highway, Artarmon NSW 2064, Australia. In this policy "we" and "us" mean Goodreviews.
We handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth). This policy explains what we collect, why, who we share it with, how long we keep it, and what you can do about it.
2. Who this policy covers
We deal with three groups of people.
- Our customers and website visitors. Businesses that use Goodreviews, their team members, and people who visit our website. We decide how this information is used.
- Our customers' customers. People whose name and contact details a business adds to Goodreviews so it can ask them for a review. The business decides what is collected and why. We handle that information on the business's behalf and on its instructions.
- Reviewers. People who leave a Google review for a business that uses Goodreviews. We receive their public review through Google.
If a business sent you a review request through Goodreviews, that business is the best first contact for questions about your information. We will help them respond. You can also contact us directly.
3. What we collect
| Type | What it includes | Where it comes from |
|---|---|---|
| Account details | Name, email, password (stored hashed), business name, phone, address, industry, time zone. If you sign up with Google, your Google name, email and profile picture. | You |
| Billing details | Plan, billing history, card type, last four digits and expiry. We never see or store your full card number. | You, through Stripe |
| Customer contacts | Name, mobile number, email address, and a reference to the job, invoice, booking or sale that triggered the request. | Uploaded by the business, or synced from an integration it connected |
| Messaging records | The messages sent, delivery status, bounces, link clicks, replies and opt-outs. | Created when the Service sends messages |
| Reviews | Reviewer display name and profile photo, star rating, review text, date, and the business's replies. | Google Business Profile |
| Feedback | Answers people give to feedback or survey questions a business sends. | The person answering |
| AI settings | Tone, brand voice guidance, words to avoid, and similar settings. | The business |
| Support messages | Emails, live chat messages and call notes, with your name and email address. | You |
| Usage and device data | Pages and features used, IP address, browser, device type, and log data. We use your IP address to estimate your country, so we can pre-fill your phone number's country code. | Collected automatically |
| Website data | Cookie and pixel data. See our Cookie Policy. | Collected automatically |
We do not ask for sensitive information such as health details, and we ask businesses not to upload it.
4. How we use it
- To provide the Service. That includes sending review requests, syncing reviews, drafting replies and displaying reviews.
- To set up and manage accounts, take payment and provide support.
- To keep the Service secure, prevent abuse, find and fix errors, and honour opt-outs.
- To understand how the Service is used and make it better.
- To tell our customers about changes, new features and offers. You can unsubscribe from marketing at any time.
- To advertise Goodreviews to people who have visited the Goodreviews app, and people like them.
- To meet our legal obligations.
We do not use the customer contacts a business uploads for our own marketing. We do not sell personal information.
5. Analytics on our website and app
We use PostHog to see how people use goodreviews.io and the Goodreviews app, so we can fix what confuses people and improve what works.
- What it collects. The pages you view, the buttons and links you click, the page that sent you to us, your browser, device type and screen size, and your IP address. PostHog uses your IP address to estimate your country and city. If you sign up, we may link what you did on our website before signing up to your new account.
- Session recordings. We record visits to the app, and a sample of visits to our website when analytics cookies are allowed, so we can replay what happened on screen: the pages, clicks, scrolling and mouse movements. What you type is hidden, and in the app we also hide your customers' names and contact details. We use recordings to see where people get stuck, especially when setting up the app.
- Cookies. PostHog sets one first-party cookie on goodreviews.io, which lets it recognise the same visitor on our website and in the app. On our website it only does this when analytics cookies are allowed in your cookie settings. If they are not, PostHog sets no cookie, records nothing, and does not keep your IP address. It still counts your visit, using a privacy-preserving code calculated on PostHog's servers. Our Cookie Policy has the details.
- Where it is stored. On PostHog's servers in the United States.
- How long we keep it. Session recordings for 30 days. Other analytics data for up to 14 months. Then it is deleted.
- How to opt out. On our website, turn off analytics cookies in the cookie banner or with the Cookie settings link at the bottom of every page. To stop PostHog collecting anything at all, use a browser extension that blocks analytics. Blocking or deleting cookies for goodreviews.io in your browser settings stops PostHog recognising you from one visit to the next. You can also email success@goodreviews.io and ask us to delete the analytics data linked to you.
We use what PostHog collects only to understand and improve our website and app. We do not sell it.
In the app we also use Google Analytics, loaded through Google Tag Manager. Our Cookie Policy lists it with the advertising tools the app uses.
6. How we use AI
Some features use artificial intelligence.
- Reply drafting. To draft a reply to a review, we send the review text, star rating, the reviewer's display name, the business name and the business's brand voice settings to OpenAI.
- Other AI features. We may also use Anthropic's Claude to power AI features, such as drafting and summarising. Anything we send to Anthropic is covered by the same rules in this section.
- No training. We use these providers under business terms that do not allow them to use this information to train their models. Data sharing is also switched off in our OpenAI account settings. We do not use customer data to train general purpose AI models of our own.
- Human control. A business can review and edit every AI draft before it is published. A business can choose to turn on auto-send for certain star ratings, and can turn it off at any time.
- Automated decisions. We do not use AI or other automated systems to make decisions that have a legal or similarly significant effect on any person.
7. SMS and mobile information
We do not sell, rent or share mobile numbers, SMS opt-in data or SMS consent with third parties or affiliates for their marketing or promotional purposes. Mobile information is shared only with service providers that help deliver messages, such as Twilio and mobile carriers.
Message frequency varies depending on your dealings with the business that is messaging you. Message and data rates may apply. Reply STOP to any message to opt out. Reply HELP for help, or email success@goodreviews.io.
8. Google user data
When a business connects Google Business Profile, we access its business locations and reviews, and we post replies on its behalf. We use this only to provide the features the business sees in the app.
Our use and transfer of information received from Google APIs to any other app adheres to the Google API Services User Data Policy, including the Limited Use requirements. We do not use Google user data to develop or train general purpose AI models. A business can disconnect Google at any time in the app or from its Google account settings.
9. Who we share it with
We share personal information with service providers that help us run Goodreviews. They may only use it to provide their service to us.
| Provider | What they do for us | Location |
|---|---|---|
| Amazon Web Services | Hosting, database, backups and logs | Sydney, Australia |
| Auth0 | Account sign-in | Australia |
| Stripe | Payments and billing | United States |
| Twilio | SMS delivery | United States |
| Mailgun | Email delivery, including review requests | United States |
| OpenAI | AI reply drafting | United States |
| Anthropic | AI features | United States |
| ActiveCampaign | Marketing and lifecycle email to our customers | United States |
| Fernand | Help desk, live chat and support email | France |
| PostHog | Product and website analytics | United States |
| CookieYes | Cookie consent banner on our website | United Kingdom |
| Sentry | Error tracking | United States |
| Business Profile connection, sign-in, and Google Analytics and Tag Manager in the app | United States and global | |
| Meta | Advertising (the Meta pixel in the app) | United States |
| Advertising (the LinkedIn Insight Tag in the app) | United States |
We also share information:
- with integrations a business chooses to connect, such as Xero, Square, Stripe, ServiceM8, Jobber, Acuity and Zapier
- with our professional advisers and insurers, under confidentiality
- where the law requires it, or to protect the rights and safety of Goodreviews, our customers or others
- with a buyer or potential buyer of our business, under confidentiality.
10. Where information is stored
Our main database is hosted by Amazon Web Services in Sydney, Australia, and backed up in Sydney. Some of the providers listed above process information overseas, mainly in the United States, and Fernand in France. We take reasonable steps to make sure they protect it to a standard consistent with the Australian Privacy Principles.
11. How long we keep it
| Information | How long |
|---|---|
| Account data, customer contacts, messaging records and reviews | While the account is active. |
| The same data after an account is cancelled, or after a trial ends without subscribing | 90 days, in case the business comes back. Then deleted or de-identified. |
| Backups | Kept in Sydney and overwritten on a rolling cycle. |
| Opt-out records | A minimal record, such as a hashed phone number or email address, kept for as long as needed to keep honouring the opt-out. |
| Billing and tax records | 7 years, as Australian law requires. |
| Support messages | As long as needed to deal with the request and keep a record of it. |
| Application and error logs | 90 days. |
| Website and product analytics | Up to 14 months. |
| Session recordings | 30 days. |
A business can ask us to delete its data sooner. Email success@goodreviews.io.
12. Security
We use technical and organisational measures to protect personal information. Connections between your browser and Goodreviews are encrypted. Passwords are stored hashed. Access to our production systems is limited to staff who need it and protected by multi-factor authentication. Our database is hosted in Sydney and backed up daily. No system is perfectly secure, and we cannot guarantee that a breach will never happen.
If a data breach is likely to cause serious harm, we will notify the people affected and the Office of the Australian Information Commissioner, as the Notifiable Data Breaches scheme requires. If the breach involves data we hold for a business, we will tell that business without undue delay.
13. Your rights
You can ask us for a copy of the personal information we hold about you, ask us to correct it, or ask us to delete it. Email success@goodreviews.io. We do not charge for making a request. We will respond within 30 days.
If your information was added by a business that uses Goodreviews, we may need to pass your request to that business, because it controls that information.
If you live somewhere with extra privacy rights, such as certain US states, the UK or the European Union, we will honour valid requests under those laws.
To stop marketing emails from us, use the unsubscribe link in any email. To stop review requests from a business, reply STOP to the SMS or use the unsubscribe link in the email.
14. Children
Goodreviews is a business tool. It is not directed at anyone under 18, and we do not knowingly collect information from children.
15. Complaints
If you have a concern about how we have handled your information, email success@goodreviews.io or write to us at 351 Pacific Highway, Artarmon NSW 2064. We will acknowledge it promptly and respond within 30 days.
If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.
16. Changes to this policy
We will update this policy when what we do changes. For significant changes we will tell customers by email or in the app before the change takes effect. The date at the top shows when it was last updated.