Privacy policy

Tilly is operated by [to be confirmed] (ABN [to be confirmed]). We follow the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

There are two different kinds of information in Tilly, and the responsibility differs:

• Your account. Your name, your email, your business details, what you pay. We decide how this is handled and we answer for it.
• Everything you put in about other people. Your customers, their addresses, your staff. That information is yours. We hold and process it on your instructions so we can run Tilly for you. If one of your customers wants to know what you hold about them, that request goes to you, and we will help you answer it.

Only what the product actually needs to work:

• Your account: name, email address, business name, ABN, logo, role, and your plan and billing details.
• Your customers: name, email, phone, service address and billing address, property and room notes, tags, and the message history between you.
• Your work: jobs, schedules, recurring visits, quotes, invoices, payments, reviews and the photos your crew takes before and after a clean.
• Documents you upload: including sensitive ones such as insurance, service agreements, site access instructions, key and alarm details, and staff records like police checks and licences.
• Your staff: shift start and finish times, time on each job, and, only if you turn it on, their location while on shift. See section 5.
• Technical: sign-in sessions, and the usual server logs needed to keep the service running and secure.

We do not collect information about your customers from anywhere other than you and them.

To run Tilly: to show your schedule, send the quotes and invoices you ask us to send, remind your customers of a visit, let you take payment, keep your documents to hand, and support you when something goes wrong. We also use aggregate, de-identified figures to understand how the product is used and where it needs work.

We do not sell your data or your customers' data. We do not use it for advertising.

Tilly includes an AI assistant. This is the section worth reading closely, because it is the part people most want to understand.

When you use an AI feature, here is what happens:

• We assemble only the information needed to answer, drawn from your own account. That might be your upcoming jobs, a client's history, your price list, or the photos you just attached.
• That information is sent to Anthropic, in the United States, which returns the answer or draft.
• Your data is not used to train AI models. Not by us, and not by Anthropic, whose terms for the service we use exclude it.
• The AI can only ever see one account: yours. It has no ability to query the database and cannot reach another business's information.
• We keep a log of AI activity on your account, so you can see what was asked and what was proposed. For photo quotes we record how many photos were used and what was suggested. The photographs themselves are not stored in that log.
• If we ever want to learn across businesses to improve suggestions, it will be from anonymised, aggregated figures only, and it will be something you opt into rather than something you have to find and switch off.

You can avoid AI processing entirely by not using the AI features. Everything else in Tilly works without them.

Tilly can show an owner or manager where a cleaner is while they are on shift, so a run can be dispatched sensibly and a customer can be told their cleaner is on the way.

• It is off-able for the whole business, in Settings, in one switch.
• It only records while the person is on shift and has the app open. There is no background tracking and no tracking outside working hours.
• Location history is kept for 7 days and then automatically deleted.
• Only the owner and managers can see it. Other staff cannot see each other's.
• Turning it off does not affect check-in or timesheets, so you can record hours without recording positions.

If you switch this on, telling your staff is your responsibility as their employer, and some states have specific laws about workplace surveillance.

We use a small number of providers to run Tilly. Each only receives what it needs for its job, and none of them are permitted to use your information for their own purposes.

Some of these are overseas, which means your information may be handled outside Australia. We only use providers with appropriate protections in place. We will also disclose information if the law requires it.

Your Tilly database and files are stored in Sydney, Australia, and the application runs in Sydney too. Your business records do not leave the country to sit at rest somewhere else. The exceptions are the overseas providers in the table above, which receive only what they need at the moment they need it, such as an address sent for geocoding or a question sent to the AI.

• Your business records: while your account is open.
• After you close your account: 30 days, then deleted. Ask us and we will do it sooner.
• Staff location history: 7 days, deleted automatically.
• Records we are required to keep, such as financial records for tax purposes, are kept for as long as the law requires.

• Separation between businesses is enforced by the database itself, on every table, not by application code that could be bypassed. One business cannot read another's records.
• Encrypted in transit and at rest.
• Documents live in private storage. Downloads use short-lived links that expire in minutes, so a copied link does not stay usable.
• Access within a business follows the role you give someone. A cleaner can see the jobs they are rostered to and their own records, not your whole client list or another person's files.
• Card numbers are handled by Stripe and never stored by us.

No system is perfect. If a data breach occurs that is likely to cause serious harm, we will notify you and the Office of the Australian Information Commissioner as the Notifiable Data Breaches scheme requires, and we will tell you what happened and what to do.

We use cookies to keep you signed in and to remember small preferences, such as whether the menu is pinned open. We do not use advertising or third-party tracking cookies.

You can ask us what personal information we hold about you, ask us to correct it, or ask us to delete it. Most of it you can see and change yourself in the app. Write to privacy@meettilly.com and we will respond within 30 days.

If you are a customer of a cleaning business that uses Tilly, your request goes to that business, because the information is theirs. Ask us and we will point you the right way.

If you are not happy with how we have handled a privacy matter, tell us first at privacy@meettilly.com so we can put it right. If you are still not satisfied, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au.

Tilly is a tool for businesses and is not intended for anyone under 16. We do not knowingly collect information about children.

If we change this policy in a way that matters, we will tell you before it takes effect. The date at the top tells you which version you are reading.

Privacy questions: privacy@meettilly.com. Anything else: hello@meettilly.com. Post: [to be confirmed].