Privacy Policy

1. Who we are

The Carrot Lab is operated by [Legal entity name], ABN [ABN], [Business address]. We build landing pages, manage Google Business Profiles and provide AI Voice Agents for small Australian businesses. We follow the Australian Privacy Principles in the Privacy Act 1988 (Cth).

2. What we collect

• Website visitors: your name, email, phone and message when you contact us, plus basic usage data such as pages visited and device type.
• Clients: your name, business details, contact details, login or manager access to your Google Business Profile, and billing details. Card details are handled by Stripe. We never see or store your full card number.
• People who call our clients: when a client uses our Voice Agent, we collect the caller’s phone number, name, reason for calling, any details they choose to share, and a recording and transcript of the call.
• SMS: phone numbers and message content when we send lead alerts or booking messages.

3. How we use it

We use your information to provide and improve our services, set up and manage client accounts, bill clients, answer calls and pass messages on, respond to enquiries, and meet our legal obligations. We only send marketing if you’ve agreed to it, and every marketing message lets you unsubscribe.

4. Voice Agent calls

When you call a business that uses our Voice Agent, we handle your information on that business’s behalf. Each call starts by telling you you’re speaking with an AI assistant and that the call may be recorded. Recordings and transcripts are shared with that business and kept for [X days], then deleted unless the business asks us to keep them longer. For questions about how the business uses your information, contact the business directly.

5. Use of AI

Our Voice Agent uses AI to understand callers and respond in a natural voice. It takes messages, answers common questions and can book appointments. It doesn’t make decisions that significantly affect your rights or interests. Any such decision rests with the business you called.

6. Who we share it with

We don’t sell personal information. We share it only with the business you contacted (for Voice Agent calls) and with suppliers who help us deliver our services:

• Stripe: payments and subscriptions
• Twilio: phone numbers, calls and SMS
• ElevenLabs: AI voice and call handling
• Swipe Pages: landing page building and hosting
• Cloudflare: website security and performance
• Google: Business Profile management
• TPP Wholesale: domain registration

We may also disclose information where the law requires it.

7. Information stored overseas

Some of these suppliers store or process information outside Australia, including in the United States. We choose suppliers with strong security and privacy commitments and take reasonable steps to make sure they handle your information in line with the Australian Privacy Principles.

8. Cookies and analytics

Our website uses cookies to keep it working and to understand how visitors use it. [List analytics or ad tools used, for example Google Analytics or Meta Pixel.] You can block cookies in your browser settings, though some features may not work.

9. Keeping it secure

We use access controls, encryption provided by our suppliers, and limit access to people who need it. If a data breach is likely to cause serious harm, we’ll notify you and the Office of the Australian Information Commissioner as required by the Notifiable Data Breaches scheme.

10. Access and correction

You can ask to see or correct the information we hold about you. Email grow@thecarrotlab.com.au and we’ll respond within 30 days. We may need to confirm your identity first.

11. Complaints

Contact us first at grow@thecarrotlab.com.au or [Phone]. We’ll respond within 30 days. If you’re not happy with our response, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au or 1300 363 992.

12. Changes

We may update this policy. The current version is always on our website with its effective date.