Privacy Policy

1. What Personal Information We Collect

We collect personal information that is reasonably necessary to provide the NestHome service, including:

• Account and identity information: name, email address, and authentication credentials. Phone number if you enable SMS verification.
• Property information: physical address of properties you register, property condition, maintenance history, and associated documents.
• Documents and files you upload: property titles, building certificates, insurance policies, warranties, condition reports, maintenance records, wills, and other personal documents.
• Subscription and payment information: selected plan, billing frequency, and transaction history. Payment card details are processed directly by Stripe and are not stored on our servers.
• Usage and technical information: IP address, browser type, device type, pages visited, features used, and interaction timestamps.
• AI assistant interactions: queries submitted to the AI assistant and responses generated. These are not used to train AI models.
• Communications: records of emails, feedback submissions, and support requests.

2. How We Use Your Personal Information

3. Disclosure of Personal Information

We do not sell, rent, or trade your personal information. We share information only with trusted service providers who assist us in operating the platform:

Some providers may store or process data outside Australia. Where we disclose personal information to overseas recipients, we take reasonable steps to ensure those recipients handle your information consistently with the Australian Privacy Principles (APP 8). By using NestHome, you consent to this cross-border disclosure.

4. Data Storage and Security

Your data is stored on cloud infrastructure provided by Amazon Web Services (AWS) and the Manus hosting platform. We implement reasonable technical and organisational security measures including encrypted data transmission (HTTPS/TLS), secure signed session tokens, access controls, webhook signature verification, and regular security monitoring.

No method of electronic storage is completely secure. If you become aware of any security breach, please notify us immediately at [email protected].

5. Data Retention

6. Your Rights Under the Australian Privacy Principles

You have the following rights with respect to your personal information:

• Access (APP 12): You may request access to the personal information we hold about you. Contact us at [email protected]. We will respond within 30 days.
• Correction (APP 13): You may request correction of inaccurate, incomplete, or misleading information. Most account information can be updated directly in your account settings.
• Deletion: You may request deletion of your personal information. We will delete your information within 30 days, subject to legal retention obligations.
• Data portability: You may request an export of your personal data in a commonly used, machine-readable format within 30 days of your request.
• Opt-out of marketing: You may opt out of non-essential marketing communications at any time via the unsubscribe link in any marketing email.

7. Privacy of Your Documents

Documents you upload to NestHome — including property titles, wills, insurance policies, condition reports, and other sensitive records — are stored securely and are accessible only to you and any users you explicitly invite. We do not access, review, or use the content of your uploaded documents for any purpose other than storing and displaying them to you.

8. Privacy of Renter Data

Renter users' personal documents (lease agreements, condition reports, bond records, and personal life admin documents) are owned by the renter and are not accessible to the property owner without the renter's explicit consent. Upon the end of a tenancy, the renter retains their personal documents. Property lifecycle data may be retained by the property owner as part of the property's logbook.

9. Children's Privacy

NestHome is not directed at children under 18. We do not knowingly collect personal information from children under 18. If you believe we have inadvertently collected such information, please contact us at [email protected].

10. Making a Privacy Complaint

If you have a complaint about how we have handled your personal information, please contact our Privacy Officer at [email protected]. We will acknowledge your complaint within 5 business days and endeavour to resolve it within 30 days.

If you are not satisfied with our response, you have the right to lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or by calling 1300 363 992.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by email or by displaying a prominent notice within the platform. Your continued use of NestHome after the updated Policy takes effect constitutes your acceptance.

12. Contact Us

Nest Group Australia Pty Ltd — Privacy Officer
Email: [email protected]
Website: home.nestres.com.au