Privacy Policy

Kordio Pty Ltd ("Kordio", "we", "us", or "our") is committed to protecting the privacy of individuals who interact with our services. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our products and services, including Clara AI, our AI-powered phone agent for restaurants.

By using our services, you acknowledge that you have read and understood this Privacy Policy. If you do not agree with the practices described herein, please discontinue use of our services.

1. Information We Collect

1.1 Personal Information

We may collect the following personal information when you interact with our services or our AI phone agent, Clara AI:

• Name, email address, and phone number
• Business name and address (for restaurant partners)
• Order details, including menu selections and delivery or pickup preferences
• Payment-related information necessary to process transactions
• Any additional information voluntarily provided during phone calls or through our platform

1.2 Call Recordings & Transcriptions

Clara AI processes phone calls in real time to provide its services. Call audio may be recorded and transcribed for the purposes of order accuracy, quality assurance, service improvement, and dispute resolution. Callers are notified at the beginning of each call that the conversation may be recorded.

1.3 Usage Data

We automatically collect certain technical information when you access our website or services, including:

• IP address, browser type, and operating system
• Pages visited, time spent on pages, and referring URLs
• Device identifiers and general location data derived from IP address
• Service usage patterns and interaction logs

2. How We Use Your Information

We use the information we collect for the following purposes:

• Service Delivery: To operate Clara AI, including answering calls, processing orders, sending SMS and email confirmations, and generating invoices and kitchen order tickets (KOTs).
• Communication: To send order confirmations, receipts, service notifications, and respond to enquiries.
• Service Improvement: To analyse call recordings and usage patterns to enhance accuracy, reliability, and the overall user experience.
• Security & Compliance: To detect and prevent fraudulent activity, enforce our terms of service, and comply with applicable legal obligations.
• Business Operations: To manage accounts, provide customer support, and administer our platform for restaurant partners.

3. Data Storage & Security

Kordio is an Australian company, and we are committed to storing and processing data in accordance with Australian privacy standards.

• Australian Data Residency: Where practicable, personal information is stored on servers located within Australia. In circumstances where data is processed by third-party services with infrastructure outside of Australia, we take reasonable steps to ensure those providers comply with standards comparable to the Australian Privacy Principles.
• Encryption: All data is encrypted in transit using TLS and at rest using industry-standard encryption protocols.
• Access Controls: Access to personal information is restricted to authorised personnel on a need-to-know basis, with appropriate authentication and audit logging in place.
• Retention: We retain personal information only for as long as necessary to fulfil the purposes outlined in this Privacy Policy or as required by law. Call recordings are retained for a limited period and are securely deleted thereafter.

4. Third-Party Services

To deliver our services, we engage the following third-party providers who may process personal information on our behalf:

• OpenAI: Provides the large language model capabilities that power Clara AI's conversational intelligence and natural language understanding.
• Deepgram: Provides speech-to-text transcription services used to process and understand incoming phone calls in real time.
• Twilio: Provides telephony infrastructure, including voice call handling, SMS delivery, and related communication services.

Each third-party provider is bound by their own privacy policies and data processing agreements. We select providers that maintain appropriate security measures and data protection standards. We encourage you to review the privacy policies of these providers for further information on how they handle personal data.

5. Cookies & Tracking Technologies

Our website may use cookies and similar tracking technologies to enhance your browsing experience and collect usage data. These may include:

• Essential Cookies: Required for the operation of our website and cannot be disabled.
• Analytics Cookies: Used to understand how visitors interact with our website, helping us improve content and functionality.
• Preference Cookies: Used to remember your settings and preferences for future visits.

You may control or disable cookies through your browser settings. Please note that disabling certain cookies may affect the functionality of our website.

6. Your Rights

Under the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), you have the following rights with respect to your personal information:

• Access: You may request access to the personal information we hold about you.
• Correction: You may request that we correct any inaccurate, incomplete, or out-of-date personal information.
• Complaint: If you believe we have breached the APPs, you may lodge a complaint with us. We will investigate and respond within a reasonable timeframe. If you are not satisfied with our response, you may escalate your complaint to the Office of the Australian Information Commissioner (OAIC).
• Opt-Out: You may opt out of receiving marketing communications from us at any time by contacting us or using the unsubscribe mechanism provided in our communications.

To exercise any of these rights, please contact us using the details provided below.

7. Disclosure of Information

We do not sell your personal information to third parties. We may disclose personal information in the following circumstances:

• To third-party service providers who assist in operating our services, subject to appropriate data processing agreements.
• To restaurant partners as necessary to fulfil orders placed through Clara AI.
• Where required or authorised by law, regulation, or legal process.
• To protect the rights, property, or safety of Kordio, our users, or the public.

8. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. Any material changes will be communicated by posting the revised policy on our website with an updated "Last updated" date. We encourage you to review this page periodically to stay informed about how we protect your information.

9. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our handling of your personal information, please contact us: