Privacy Policy

Gus is run by Inova AI Solutions Pty Ltd (ACN 698 288 836, ABN 19 698 288 836) trading as Gus AI (a registered business name), of Unit 2, 40 Inkerman Street, Parramatta NSW 2150 (we, us or our). You can contact us about privacy at support@higus.ai.

This policy covers personal information about:

• our customers: the businesses, sole traders and entrepreneurs who use Gus, and their crew members;
• our customers’ clients: people that our customers use Gus to talk to, such as their leads and clients; and
• visitors to higus.ai and people who contact us.

When you’re our customer, we decide how your information is handled, and this policy applies directly.

When you’re a client of one of our customers, Gus handles your information on behalf of that business. For example, Gus might message you to confirm a booking in the business’s name. In that case, the business decides what information Gus holds about you and how it’s used, and their own privacy policy also applies. We only use your information to provide Gus to that business, and we never use it to market to you ourselves.

If you’re a client and want to see, correct or delete your information, the quickest way is to contact the business you deal with. You can also contact us and we’ll help or pass your request on.

Sensitive information. We don’t ask for sensitive information, such as health information, racial or ethnic origin, religious beliefs or criminal records. Our Acceptable Use Policy asks customers not to put it into Gus. If it ends up in Gus anyway (for example, a client mentions a health issue in a message), we only handle it as needed to provide Gus and we protect it like all other information. We handle any health information in line with both the Australian Privacy Principles and the Health Privacy Principles in the Health Records and Information Privacy Act 2002 (NSW).

We collect personal information:

• directly from you, when you sign up, message Gus, use the dashboard or contact us;
• from our customers, when they give Gus details about their clients or forward messages;
• from services you connect, such as Google Calendar and WhatsApp;
• from Stripe, when you pay; and
• automatically, through cookies, pixels and logs when you use our website or dashboard.

If we collect information about you from someone else, such as a business you deal with, we rely on that business to tell you about it.

We use personal information to:

• provide Gus, including understanding messages, managing calendars, preparing content, quotes and invoices, and sending messages for our customers;
• create and manage accounts, process payments and send tax invoices;
• provide support and tell you about changes to Gus or these policies;
• keep Gus secure, prevent fraud and spam, and enforce our terms;
• improve Gus using de-identified data (see section 8);
• market Gus to our customers and website visitors, including through ads (see section 12). You can opt out at any time; and
• meet our legal obligations.

We never sell personal information.

Gus uses AI models to understand messages and voice notes, draft replies, sort leads, organise calendars and create content. To do this, the relevant information is sent to AI model providers (listed in section 10) for processing. Our agreements with these providers don’t allow them to use the data we send through their business services to train their own models.

Automated decisions

Gus is a computer program that uses AI, so some decisions about people are made by Gus or with Gus’s help. The business using Gus decides what Gus can do on its own and what needs a person’s approval.

Decisions Gus can make on its own, without a person checking each one first:

• replying to new leads and client messages;
• offering and booking appointment times based on calendar availability, and confirming or declining a requested time;
• sending reminders and follow-ups; and
• deciding when a message can wait, such as holding a new lead’s message until quiet hours end.

Decisions where Gus does a key step, but a person at the business makes the final call:

• drafting quotes and invoices, including working out prices from the business’s own price list;
• sorting and prioritising leads and enquiries; and
• drafting social media content and replies for approval.

Information used for these decisions: names and contact details, messages and voice notes and their transcripts, calendar availability and booking history, job details, and the business’s own prices and rules. If a client includes health information in a message (for example, an access need), Gus may use it only to handle that booking or reply.

Gus doesn’t make decisions about credit, employment, insurance, housing, legal rights or access to essential services, and it doesn’t set personalised or different prices for different people.

If you think a decision made or helped by Gus has affected you unfairly, contact the business you deal with or us, and a person will review it.

We may use de-identified data to improve Gus, such as making replies more accurate. De-identified means we’ve removed names, numbers and other details so the data can’t reasonably identify anyone. Customers can request an opt-out by emailing support@higus.ai. We never use Google user data for this (see section 9).

If you connect your Google account, Gus accesses your Google Calendar only to provide the calendar features you’ve asked for, such as showing appointments, booking times and sending reminders.

• We don’t use Google user data to train or improve AI models, ours or anyone else’s.
• We don’t sell it, use it for advertising, or let people read it, except with your permission, for security, or where the law requires.
• You can disconnect Google at any time from your dashboard or your Google account settings.

Gus’s use and transfer of information received from Google APIs to any other app will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

We share personal information with service providers who help us run Gus, only as much as they need to do their job. They must protect it and use it only for the services they provide to us.

We may also share personal information:

• with the business you deal with, if you’re one of our customers’ clients;
• with our professional advisers, such as lawyers and accountants, who must keep it confidential;
• with a company that takes over Gus, such as a related company Gus moves into, who must keep using it under this policy; and
• where the law requires or allows it, such as to a court or regulator, or to prevent serious harm.

Some of our service providers process information outside Australia, mainly in the United States. Section 10 lists where each provider may process data.

Before we use a provider that processes data overseas, we take reasonable steps to make sure it protects personal information in a way that’s consistent with the Australian Privacy Principles. This includes checking its security and privacy commitments and having contract terms that restrict how it uses the data. We remain accountable under Australian privacy law for how they handle it.

Our website uses cookies and similar tools. Some are essential, such as keeping you logged in to the dashboard. Optional usage analytics help us understand how people use the site when enabled and when you consent. Essential sign-in cookies do not require optional analytics. You can change your choice using Cookie preferences in the footer.

You can:

• choose which optional cookies to allow using the cookie settings on our website;
• block or delete cookies in your browser settings;
• manage ad settings in your Google and Meta accounts; and
• unsubscribe from our marketing emails using the link in each email, or by emailing us.

The Gus dashboard and WhatsApp messages aren’t used for ad tracking.

We protect personal information with measures that include:

• encryption in transit and at rest;
• access limited to the people who need it, with multi-factor authentication;
• logging and monitoring of access to our systems; and
• choosing service providers with strong security practices.

No system is perfectly secure, so we can’t guarantee information will never be accessed without permission. We keep improving our security as Gus grows.

• While you’re a customer, we keep your information for as long as you use Gus.
• After you leave, we keep it for 180 days in case you come back, then delete it or permanently de-identify it.
• If you delete your account, we start deleting your information straight away and finish within 30 days. Backup copies are deleted on our normal backup cycle.
• Billing and tax records are kept for as long as Australian tax law requires, usually 5 years.
• Customers’ client information is kept for as long as the customer’s account needs it, and deleted with that account.

If we suspect a data breach, we’ll assess it quickly, and within 30 days. If it’s likely to cause serious harm to anyone, we’ll notify the affected people and the Office of the Australian Information Commissioner (OAIC) under the Notifiable Data Breaches scheme. If the breach affects information we hold for a customer, we’ll also tell that customer straight away so they can help protect their clients.

You can ask us to:

• give you a copy of the personal information we hold about you;
• correct information that’s wrong, out of date or incomplete; or
• delete your information, where we don’t need to keep it by law.

Email support@higus.ai. We’ll need to confirm who you are first. We’ll respond within 30 days, and it’s free. If we can’t do what you’ve asked, we’ll explain why in writing and tell you how to complain.

You can also deal with us anonymously or using a made-up name when you’re just asking a general question, but we’ll need your real details to set up an account.

If you’re unhappy with how we’ve handled your personal information, email support@higus.ai with the details. We’ll investigate and reply within 30 days.

If you’re not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC):

• online at oaic.gov.au;
• by phone on 1300 363 992; or
• by post to GPO Box 5288, Sydney NSW 2001.

If your complaint is about health information, you can also contact the NSW Information and Privacy Commission at ipc.nsw.gov.au.

We’ll update this policy when how we handle information changes. If a change is significant, we’ll tell customers by email or WhatsApp before it takes effect. The version number and effective date at the top show the latest version.

Inova AI Solutions Pty Ltd trading as Gus AI Unit 2, 40 Inkerman Street, Parramatta NSW 2150 support@higus.ai