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Care AI Privacy Policy

1)  Introduction and Scope

Care AI Pty Ltd (ACN 681 904 512) (t/as “Care AI”, “we”, “us”, or “our”) provides access to an artificial intelligence-powered agents built to assist healthcare providers with automation of administrative and communication tasks. ("Our Services"). At Care AI, we understand the importance of privacy and its security to You. We take privacy seriously and are committed to dealing with Personal Information in accordance with the requirements of the Privacy Act 1988 (Cth), the Notifiable Data Breaches Scheme, the Australian Privacy Principles and any other applicable privacy legislation.

This Privacy Policy outlines how Care AI collects, uses, and processes Personal Information in connection with Your use of the Services including using the Website, interacting with the AI model, and utilising third-party services integrated with our Platform. By providing Your Personal Information to Care AI, You agree and consent that we may collect, use and disclose Your Personal Information in accordance with this Privacy Policy.

2)  Definitions

‘Third-Party Service Providers’ means vendors engaged by Care AI to assist in providing the Services, including but not limited to cloud providers, payment processors, analytics providers, and AI technology partners.

‘Personal Information’ has the meaning given to that term in the Privacy Act.

‘Platform’ means the ‘Care AI’ software platform located on the Website and associated serviced provided by Care AI.

‘Privacy Act’ means the Privacy Act 1988 (Cth).

‘Services’ means Our Services, the Website, or associated goods and services we make available to You through the Website.

‘Website’ means www.careaihq.com, or associated websites we have established for Your use.

‘You’ or ‘Your’ means any users of the Website, Platform or the Services.

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3)  AI Data Processing

Care AI’s AI model processes and generates insights based on data provided by Users. To enhance the functionality of the AI Model, we may collect and process data through Your interactions with the AI model (such as conversations, prompts, responses, and usage patterns; session data (such as time spent using the AI model, common queries, and user feedback); de-identified insights (such as anonymised data used for model training and improvement); AI output storage (such as AI-generated insights); and uploaded documents.

4)  Third-Party Service Providers

Care AI engages third-party service providers to support its operations. These may include:

  • Cloud and AI Infrastructure Providers: Hosting and computing resources used for data and AI processing, including Halo Connect and Amazon Cloud;
  • Analytics Providers: Tracking website usage and improving service performance;
  • Payment Processors: Processing transactions securely;
  • Marketing and Customer Support Platforms: Sending communications and managing support inquiries.

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5)  Types of Personal Information We Collect

We store Your data securely on our servers and use industry-standard measures to protect it from unauthorised access, use and disclosure. However, no method of transmission over the internet or method of electronic storage is 100% secure. Therefore, while we strive to use commercially acceptable means to protect Your data, we cannot guarantee its absolute security.

By accessing the Website or using the Services, all such users consent to the collection, use, disclosure, storage and processing of their information in accordance with this Privacy Policy.

In addition to the above information, we may collect, use and process:

  • Private Information – personal details such as name, date of birth, and location that allow us to identify individuals.
  • Contact Information – email addresses, phone numbers, residential and business addresses, and social media identifiers.
  • Financial Information – payment details, including credit card and banking information, for processing transactions for the use of the Platform.
  • Statistical Information – data related to user behaviour, usage analytics, and aggregated insights from interactions with the Platform.

We may collect Personal Information in circumstances including:

  • From You directly when You provide information to us;
  • As part of us providing the Services to You;
  • When you interact with us;
  • When You sign up or subscribe to an email/marketing list.

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6)  Purposes for Collecting Personal Information

Care AI collects and uses Personal Information only for its intended purpose, including:

  • Verifying identity.
  • Communicating updates and responding to inquiries.
  • Providing customer support and service notifications.
  • Sending marketing communications (opt-in required).
  • Improving services and user experience.
  • Meeting legal and regulatory obligations.
  • Any other use with prior user consent.

Users can opt out of marketing communications at any time via the unsubscribe link in emails. We only use Personal Information for marketing in compliance with privacy laws.

Care AI retains Personal Information responsibly and in line with best practices for as long as necessary to fulfill the purposes outlined in this Privacy Policy and comply with the Privacy Act. We take steps to:

  • Securely store data locally on encrypted servers in Australia;
  • Implement multi-factor authentication to prevent unauthorised access;
  • Regularly destroy Personal Information and sensitive data that is no longer required for the purpose it was collected; and
  • De-identify stored data where individual identification is not necessary.

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7)  Use and Disclosure of Personal Information

Care AI does not sell Personal Information. We use and disclose it only for:

  • Providing, improving, and securing our Services.
  • Verifying identity and processing transactions.
  • Responding to inquiries and support requests.
  • Complying with legal obligations.
  • Enhancing AI Model performance.
  • Sending marketing communications (opt-in required).

We may share Personal Information with:

  • Third Parties: With user consent.
  • Acquiring Parties: If Care AI is acquired, subject to this policy.
  • Service Providers: Vendors supporting operations (e.g., payment processors, analytics tools, marketing agencies).
  • Affiliates: Within our corporate group.
  • Legal Authorities: If required by law or to protect our rights.

We limit third-party data access to what is necessary for service provision and require compliance with legal privacy standards. Personal Information may be de-identified for analytics and service improvements.

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8)  Security Measures

We take all reasonable steps to protect Personal Information, including through internal and external security, restricting access to Personal Information to those who have a need to know, maintaining technological products to prevent unauthorised computer access and regularly reviewing our technology to maintain security. We choose technology partners based on their security and privacy policies and practices.

In case of a breach of security safeguards, such as the loss of, unauthorised access to, or unauthorised disclosure of Personal Information under our control, we will notify You and the appropriate authorities in Australia pursuant to our obligations under the Privacy Act, as well as notifying any other organisation that may reduce the risk or mitigate the harm from the breach.

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9)  Right to be Forgotten

In the event that You decide that You no longer want us to hold Your Personal Information, You may notify us in writing of Your desire for us to delete Your Personal Information on record. We will use our best endeavours and comply with all legal requirements within a reasonable timeframe to delete Your Personal Information, unless we are required by law to retain such information.

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10)  International Data Transfers

Care AI stores all Personal Information on secure servers in Australia. Limited access may occur from outside Australia only when necessary for service delivery, operational needs, or legal compliance.

All cross-border data transfers comply with the Privacy Act and APP 8. Care AI ensures overseas recipients follow equivalent data protection standards.

For more details, please contact us.

11)  Contact Information

You have a right to access the Personal Information we hold about You. To obtain a copy of the Personal Information we hold about You, update it, or if you have any questions, concerns, or complaints about this policy or our data privacy practices, please contact:

  • Contact Name: The Privacy Officer
  • Phone: +65 8898 5353
  • Mailing Address: ‘Care AI’ '5' 24-28 Campbell Street Haymarket NSW 2000, Australia
  • Email Address: melvin@careaihq.com

Please provide sufficient detail about the information in question to help us locate it. We will then use commercially reasonable efforts to promptly determine if there is a problem and take the necessary corrective action within a reasonable time. If a fee is charged for such access, we will advise you of the cost in advance.

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12)  Changes to This Privacy Notice

Care AI reserves the right to amend or replace this Policy at any time, with or without notice to Users, by posting an updated version on the Website, which shall become effective immediately upon posting. In the event that an updated Policy constitutes a material change to this Policy, we will make reasonable efforts to announce such change on the Website. Your continued use of the Services and/or Website following any amendment shall constitute your acceptance of any updated Policy. If you do not agree to any updated Policy, you must discontinue use of the Services and/or cancel your account (if applicable).

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