Privacy Policy — Australia
How Cerrax handles personal information under the Australian Privacy Principles, in plain terms.
1. Who we are
Cerrax Ltd ("Cerrax", "we") provides software for removals businesses: a pricing engine, and the enquiries, customer records, quotes and jobs around it. We are a company registered in England and Wales, and we have no office or subsidiary in Australia. This policy explains what personal information we handle for removals businesses in Australia and the people they quote, why, and your rights. Questions: hello@cerrax.io.
We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (the "APPs"), whether or not the Act requires it of a business of our size. Every promise in this policy is one we keep.
2. Two different roles
Our role depends on whose information it is:
- Your information (the removals business using Cerrax). For account holders' own details, we collect and decide how the information is used, and this policy governs it.
- Your customers' information. When a business uses Cerrax to price a job, any personal information about that business's customers (names, addresses, postcodes) is handled by us on the business's behalf and only on its instructions. The business remains responsible for it towards its customers; our handling is governed by the Data Processing Agreement between us.
- Website visitors. We are responsible for the limited information you give us directly (e.g. a waitlist or contact form).
- A customer's video kept to train software. If a customer agrees to Cerrax keeping their video or photographs for that purpose, we handle it in our own right, not on your behalf, for that use alone (see §3).
3. What we collect
From businesses using Cerrax: account and contact details (name, company, email, phone, your ABN or ACN and whether you are registered for GST), and the job inputs you enter to produce a price. Within job data: addresses and job details, which may be personal information of your customers — handled only to produce and explain a price and record the outcome you tell us. From the job itself: where your crew use Cerrax on the day, photographs they take of the property, its access and any damage found; if you ask your customer to sign the inventory, the name they give and the signature they draw; and, if you invite it and your customer chooses to, a video of their home that they send you to be quoted from. These are held as the record of the job, on your instructions, and are used for nothing else: they never affect a price and are never shared with another business, unless the business chooses to send a link to its crew or its insurer (see below). From website visitors: what you submit in a waitlist, demo or contact form. We do not record your browsing sessions or track behaviour for advertising.
We collect this from you, from your staff, and from your customers through the links you send them. We do not ask for sensitive information (such as health information), and nothing in Cerrax recognises a face, keeps any measurement of one, or extracts an identifier from a photograph, a video or a signature (where faces are blurred, software finds them only to blur them). You cannot use Cerrax anonymously or under a pseudonym, because we need to know whose account it is; you can contact us about this policy without identifying yourself.
Contacts and enquiries (for businesses that switch them on). A business can keep a contact record for each of its customers and enquirers — their name, email addresses, phone numbers, company, preferred language, the addresses they have moved from or to, where the enquiry came from, the business's notes, and any choice the person made about the business's messages. The business decides what is kept; we hold it on its behalf, only within that business's account, and never share it with another business. To recognise the same person arriving twice, we keep a scrambled key made from their email address or phone number that cannot be read back without a secret held only by us.
Enquiry emails and AI. A business can give lead websites a Cerrax address to send enquiries to. We receive those emails (through Amazon Web Services) and read them to fill in the enquiry. If an email isn't laid out in labelled lines, we send its text — without the forwarding headers or earlier quoted messages — to Anthropic, an AI provider in the United States, which suggests the name, contact details, addresses, date and size of the move. A suggestion is only used if the words appear in the email, and a person at the business checks it before anything is priced or sent. Anthropic does not use it to train its models and deletes it within 30 days (longer only if it is flagged for misuse). We do not keep the email's text for any purpose of our own. When a business describes a job's items and rooms to Cerrax, we keep that description — with any email address, phone number or postcode removed — for 30 days to improve how Cerrax recognises items, and then delete the text.
Messages a business sends through Cerrax. A business can switch on emails in its own name: reminders to someone who asked it for a quote (up to three, stopping as soon as they reply, accept or decline; the person can say no to them when they enquire), a thank-you after a move, and — only if the customer ticked a box agreeing to it — one email after the move asking whether they know anyone else who is moving. Every one identifies the business, carries its postal address and a one-tap way to unsubscribe; stopping takes effect at once and covers all of these emails from that business to that person. We keep a record of each choice and when it was made so the business can show it later, and a scrambled note of a stop so it is honoured even after other records are deleted. The business is responsible for these messages; we send them on its instructions.
If your customer lets us keep their video to train software. When a customer sends a video or photographs, they may tick a separate box allowing Cerrax to keep them to train software that recognises furniture and rooms. It is never ticked for them and it is not a condition of being quoted. For that use, and only that use, Cerrax handles the information in its own right, not on the business's behalf, and relies on the customer's consent under the Australian Privacy Principles. Before any footage is used to train software, faces, documents and anything else that identifies a person or the home are blurred. Where Cerrax blurs faces as soon as a video arrives, the business sees it with faces already blurred. Nothing uses it today: it is kept, not yet used. The customer can withdraw their consent at any time, by asking the removals business or by writing to us at hello@cerrax.io; the video and photographs are then deleted under the 90-day rule in §10.
Links a business chooses to share. A business can send its crew a link to a job sheet, and can give its insurer, broker or claims handler a link to a job's evidence — the customer's name, the photographs, video and signatures, never their email address or phone number. Evidence links expire after a period the business chooses, at most 90 days; they can be revoked at any time and record each time they are opened. Who receives a link is the business's decision.
Calendar feeds. If a business subscribes its own calendar (for example Google, Apple or Microsoft) to its Cerrax calendar link, that calendar provider fetches the business's booked jobs — including the customer's name, addresses and phone number unless the business chooses the private version — and holds that copy under the business's own agreement with it.
Messages about a job. As part of a job, a business can send its customer booking confirmations, move-day reminders, requests for a video or a payment, a note before a quote expires and, after the move, a request for a review — by WhatsApp where the business has connected it and the customer uses it, otherwise by email. The customer can instead answer the review request privately, with a rating from 1 to 5 and a comment that only the business sees. A business can also keep follow-up tasks about a customer, with notes.
When a customer accepts a quote, we record the time, the version of the business's terms and the cancellation statement shown, and any box the customer ticked. We do not record their IP address or device. We also count how many times the page for a quote is opened, and note when it was last opened, so the business can see whether its quote has been read.
A business's team. The logins of the people a business invites — their name, email address and sign-in details, including two-step sign-in if they turn it on (the secret that links their authenticator app, and one-time recovery codes kept in scrambled form) — are account data that we are responsible for. What a business records about its crew for its jobs — the mobile numbers used to send them job sheets, who is assigned to which job, and the times they mark arrival or completion — is the business's data, which we hold on its behalf. No location is ever captured.
Faces in photographs and video. Nothing in Cerrax recognises a face or keeps any measurement of one. Where faces are blurred, software finds them only to blur them, and the unblurred original is then deleted.
Feedback and problem reports. If someone at a business reports a problem or sends us feedback from inside Cerrax, we keep it with their name and account so we can look into it and tell them when it is fixed. We may use Anthropic to sort feedback into categories.
Dictation. If you dictate into Cerrax, your browser's own speech-recognition service (Google in Chrome, Apple in Safari) turns your speech into text before it reaches us, under your browser's terms. We receive only the text; you can type instead.
Email delivery records and the audit trail. For each email sent through Cerrax we keep the recipient's address, the subject and whether it was delivered, to investigate delivery problems. We also keep a record of consequential actions in an account and who took them, to keep the service secure and accountable.
4. Cookies
We use only the cookies needed to make the site and service work (for example, keeping you signed in). We don't use advertising or cross-site tracking cookies.
We measure how many people visit these pages using Vercel Web Analytics, which is privacy-preserving by design: it sets no cookie, stores no identifier, and cannot follow you between sites or sessions. It tells us page counts, referring sites and countries — never who you are.
We also keep a few things in your browser so the service works — for example a draft you have not saved yet, or your language. These are strictly necessary and are never used for tracking.
5. Why we use it
- To provide the service — pricing jobs, holding job records, billing and support. This is the primary purpose we collect it for. We need your name and email address to open an account; without them we cannot provide Cerrax.
- To improve the pricing engine — using de-identified information only (see section 7); and, to improve how Cerrax recognises items, keeping a business's descriptions of a job's items and rooms for 30 days with email addresses, phone numbers and postcodes removed (see section 3).
- To keep the service secure and meet legal obligations — e.g. detecting misuse, rate limits, blocking attacks, checking that a visitor to the public price check is a person, accounting and tax, and responding to lawful requests.
- To keep a customer's video or photographs to train software — only with the customer's consent, which they can withdraw at any time (see §3).
We do not use or disclose personal information for another purpose unless you would reasonably expect it, you consent, or the law allows or requires it.
6. Automated pricing
Cerrax produces a price automatically from the inputs and settings provided. This is a tool for the removals business: the business decides what to charge its customer (see our Terms). Cerrax does not profile anyone, and the automated price is not a decision Cerrax makes about a customer that significantly affects their rights or interests. The personal information it uses is limited to the job details — the addresses, the property and its contents — not anything about the person.
Cerrax can price an enquiry as soon as it arrives, but that price is a proposal to the business: the business reviews it and chooses to send it, change it, or not to quote, and a customer is always free to decline a quote. AI in Cerrax only suggests details for a person to confirm; it never sets a price.
7. The learning corpus (important)
Cerrax gets more accurate as it sees real outcomes. When a job is completed, we make a separate de-identified record of it, on the business's instruction: the volume, a distance band, access features, crew, vans, hours, the price and cost, the month of the move, and an area no finer than the first two digits of a postcode. It never holds a name, contact detail, full address or postcode, map position, free text, photograph, video, signature, the business's identity, or any reference that links it back to the job. While we still hold the original job it is treated as personal data like the job itself; once the original is deleted, no one could reasonably identify a person from it — it is then anonymous, and we keep it indefinitely. We will not try to re-identify anyone, and we require anyone we share it with to make the same commitment. Aggregated insight may inform regional benchmarks; we never expose an individual business's prices or any customer's identity.
8. Who we share it with
We don't sell personal information. We use a small set of service providers (sub-processors) under contract, currently including: hosting, database and file storage (Google Cloud and Firebase, London region) and account sign-in (Firebase) and geocoding (Google Maps, for distance between addresses). Where a business uses a feature that reads what it is given — the capture bar and narrative capture, photographs of a written list, spreadsheet import, and enquiry emails with no labelled layout (§3) — those inputs are processed by an AI provider (Anthropic, United States), which does not train on them and deletes them within 30 days. Our website, the Cerrax app and the pages your customers open are run by Vercel, which also provides the cookieless visitor analytics described in section 4. Cloudflare Turnstile checks that a visitor to our public price check is a person, not a bot. Email is delivered — to you, and on your behalf to your customers — by Amazon Web Services (SES and SNS, London region), which also receives the enquiry emails sent to your Cerrax lead address. Payments are taken by Stripe — for your Cerrax subscription and, if you connect your own Stripe account to take deposits or balances, your customer's payment on your account. If you connect your own WhatsApp Business number, the messages you send your customers through it are delivered by Meta (WhatsApp Business). If you connect your own Xero account, the invoice details of the jobs you send to it — your customer's name and address and the amounts — are written into it as draft invoices by Xero. If you connect your own MYOB company file instead, your customer's name and the amounts are written into it as invoices by MYOB. We keep this sub-processor list current and reflect only services actually in use, and email account owners at least 30 days before a new provider starts handling their customers' data. We may also disclose information where the law requires it, or to a successor if our business is transferred.
Anthropic is also used to suggest adjustments from the notes on a quote, to write a move-preparation checklist for a customer from the job's postcodes, date and notes, and to sort feedback sent to us. It does not train on this data and deletes it within 30 days.
9. Where your information is stored
Your information is held outside Australia — in the United Kingdom, in London. Some of our service providers handle some of it in the United States — AI processing by Anthropic, payment processing by Stripe, and hosting of our website by Vercel. The United Kingdom and the United States are the countries your information is most likely to go to; providers that operate globally (Cloudflare, Meta, Xero and Google) may also handle it in other countries where they operate. Before any provider handles it, we take reasonable steps — by written contract — to ensure it treats your information in a way consistent with the Australian Privacy Principles (APP 8), and we remain responsible to you for how it does.
As things stand today: the data behind every Cerrax account is held in London. That is a statement of fact on the date at the top of this page rather than a promise about the future — if you need it in writing for a particular account, or want to know where a specific service handles data, ask us at hello@cerrax.io and we will tell you.
10. How long we keep it
Your account information (which we hold for ourselves): for as long as your account is active and for up to six years after it closes, to meet our legal, accounting, and tax obligations — unless the law requires us to keep it longer.
Your customers' information (which we hold for you, as your service provider): for as long as you keep it with us, and deleted or returned when you ask, as the Data Processing Agreement sets out. Unless you tell us otherwise, job records — a quote, its booking and outcome, the crew's sheets, and any survey or damage photographs attached to them — are kept for six years after the move (or after the quote, if the job did not go ahead), unless a claim or dispute about that job is still open, and then deleted. Photographs have no separate clock: they are kept for as long as the job record they belong to and are deleted with it. A customer's video is deleted 90 days after the job's last date unless the customer has agreed to Cerrax keeping it to train software (§3) and has not withdrawn that consent.
When we no longer need personal information for any of these purposes, we destroy it or de-identify it. De-identified outcome data: retained for the learning corpus.
Unless a business sets different periods: an enquiry that was never priced or sent is deleted 12 months after its last activity; a quote that was sent but never accepted, 24 months after it was sent; a contact record is kept while any job record linked to it is kept, and deleted 12 months after the last one goes (or 12 months after it was made, if it was never linked to a job). A record of a person's consent is kept for as long as their contact record and six years after, so the business can show it; a scrambled record of a request to stop messages is kept indefinitely, so it keeps being honoured. Our own records: waitlist, demo and contact enquiries, 24 months after our last contact with you (or sooner if you ask).
Also: email delivery records, 90 days; security logs, 90 days (a block on an address is kept while it lasts, then 90 days); the audit trail, up to six years after the account closes, with a customer's details removed when that customer is erased; feedback and problem reports, while the account is open and up to six years after it closes; two-step sign-in details, until they are switched off or the login is removed.
11. Marketing and communications
We'll send you service messages needed to run your account. If you ask for a demo or sign up, we may email you about Cerrax. Every marketing message says it is from us, tells you how to contact us, and has an unsubscribe link we honour within five business days (Spam Act 2003 (Cth)). We do not send marketing text messages, and we do not give your details to anyone else for their marketing.
12. Your rights
You can ask us for access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading (APPs 12 and 13). You can also ask us to delete it, and we will unless we must keep it by law; committed pricing records are never silently altered, but personal identifiers within them can be redacted. There is no charge for making a request. If we refuse, we will tell you why in writing and how to complain. For your customers' information, where we act on a business's behalf, requests should go to the business; we help it answer. To make a request, email hello@cerrax.io. We respond within 30 days.
You can object to our marketing at any time, and we will stop.
13. Children
Cerrax is a tool for businesses and is not directed at children. We don't knowingly collect personal information from children.
14. Complaints
If you're unhappy with how we handle your information, tell us at hello@cerrax.io — we will acknowledge your complaint promptly, look into it, and tell you the outcome within 30 days. If you are not satisfied with the outcome, you can complain to the Office of the Australian Information Commissioner (oaic.gov.au).
15. Security
We take reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure (APP 11): access controls, encryption in transit and at rest via our cloud provider, and audited administrative actions. No system is perfectly secure, but we take measures appropriate to the information.
If a data breach occurs, we act promptly. We assess a suspected breach quickly, and in any case within 30 days; where it is likely to result in serious harm to anyone, we notify the people affected and the Office of the Australian Information Commissioner as soon as practicable, as the Notifiable Data Breaches scheme provides. Where we hold the information for a removals business, we tell that business without undue delay, and within 48 hours, so it can meet its own obligations.
16. Changes
We may update this policy, and review it at least once a year; we'll post the new version here with a revised effective date, and email account owners about any change that affects them. Earlier versions stay published.
17. Contact
Cerrax Ltd, 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. hello@cerrax.io.