Privacy Policy

Factor House Pty Ltd ABN 90 635 807 251 (“Factor House”, “we”, “us”, or “our”) respects your privacy and is committed to protecting personal information.

This Privacy Policy explains what personal information we collect, how we use it, and your rights in relation to that information.

Factor House is based in Australia and complies with the Australian Privacy Principles under the Privacy Act 1988 (Cth). In certain circumstances we may also process personal data relating to individuals located in the European Union or United Kingdom, in which case the GDPR may apply.

1. WHAT INFORMATION WE COLLECT

We only collect limited personal information required to operate our business.

This may include:

1. name and job title
2. organisation or employer
3. email address and contact details
4. customer account information
5. billing and transaction records
6. support communications
7. website usage data (such as IP address, browser type and pages visited)

Factor House software products are self-managed by customers within their own infrastructure. Factor House does not host, access, or process personal data within customer deployments of our software.

2. HOW WE COLLECT INFORMATION

We collect personal information when you:

1. contact us through our website or email
2. request product information or demonstrations
3. become a customer or partner
4. submit a support request
5. interact with our marketing communications
6. visit our website
7. attend an event

Some information is collected automatically through website analytics tools.

3. THIRD-PARTY OR SUBCONTRACTOR SERVICES

We use trusted third-party providers or subcontractors to operate parts of our business. The below is a list of our providers:

These providers may change from time to time as our services evolve. We ensure that any such providers are subject to appropriate contractual and security obligations relating to confidentiality, data protection, and security. 

4. HOW WE USE PERSONAL INFORMATION

We use personal information to:

1. manage customer relationships
2. provide product support
3. process billing and payments
4. communicate about our products and services
5. send marketing communications (where permitted)
6. improve our website and services
7. comply with legal obligations

Where GDPR applies, we rely on lawful bases including contractual necessity, legitimate interests, legal obligations, and consent where required.

5. MARKETING COMMUNICATIONS

We may send product updates or marketing communications.

You can unsubscribe at any time using the link in our emails or by contacting us.

6. COOKIES AND ANALYTICS

Our website uses cookies and similar technologies to ensure the site functions correctly and to understand how visitors use our website.

These may include:

1. Essential cookies required for website functionality
2. Analytics cookies provided by tools such as Google Analytics and Plausible to help us understand website usage and improve our services

You can manage or disable cookies through your browser settings. When you first visit our website, you will also be able to manage your cookie preferences through our cookie consent banner.

For more detailed information about the cookies we use, including how to manage your preferences, please refer to our Cookie Policy available at https://factorhouse.io/cookies.

7. INTERNATIONAL DATA TRANSFERS

Because we use global cloud services, personal information may be processed in countries including:

1. Australia
2. United States
3. Ireland
4. Singapore
5. Germany

Where personal information is transferred internationally, we take reasonable steps to ensure it is protected in accordance with applicable privacy laws. These transfers occur through the use of cloud infrastructure and third-party service providers necessary to operate our business.

8. DATA RETENTION

We retain personal information only for as long as necessary.

Typical retention periods include:

1. customer account records – for the duration of the relationship
2. billing records – at least 7 years (legal requirement)
3. support records – up to 5 years
4. marketing contacts – until you unsubscribe

9. SECURITY

We take reasonable steps to protect personal information from misuse, loss, or unauthorised access.

These safeguards may include technical and organisational measures such as encryption, access control policies, security monitoring, and infrastructure security practices.

If we become aware of a data breach involving personal information, we will investigate and notify affected individuals and regulators where required by law.

Where a security incident may impact our systems or services, we will investigate and take appropriate response measures. Where required by law or contractual obligations, we will notify affected parties or regulators.

We maintain operational and technical measures designed to support the reliability and availability of our systems and services.

10. ACCESS AND CORRECTION

You may request access to the personal information we hold about you or request that it be corrected.

To make a request, please contact us using the details provided in section 12 below.

11. YOUR RIGHTS (EU/UK)

If you are located in the EU or UK, you may have additional rights under the GDPR, including the right to:

1. access your personal data
2. correct inaccurate data
3. request deletion of your data
4. restrict or object to certain processing
5. withdraw consent where processing is based on consent

12. CONTACT US

If you have any questions about this Privacy Policy or how we handle personal information, please contact us:

Data Protection Officer
Factor House Pty Ltd
13 Robbs Parade
Northcote VIC 3070
Australia

Email: hello@factorhouse.io

13. COMPLAINTS

If you believe we have mishandled your personal information, please contact us.

You may also lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

14. CHANGES TO THIS POLICY

We may update this Privacy Policy from time to time. The latest version will always be available at:

https://factorhouse.io/privacy

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