Privacy Policy

ProForge is run by PROINFO PTY LTD (ACN 683 574 905, ABN 61 683 574 905), trading as proforge online ("ProForge", "we", "us", "our"), based in Melbourne, Victoria. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

• ProForge is an AI phone receptionist for tradies and other businesses. When a business that uses it can't answer, the call can come to us, and our AI answers it for that business.
• Calls the receptionist answers are recorded, and it tells callers so at the start.
• Our voice provider, Vapi, keeps call data only until we delete it, normally within a day of the call. We keep call recordings and transcripts in our own storage in Sydney for 90 days after the call, then delete them.
• Ring our demo line and we keep a written transcript of the call for 30 days and the recording for 14 days, then delete them. They're for checking how well the receptionist heard you, and only ProForge staff can see or hear them.
• We use service providers to run ProForge. Some of them are overseas, mostly in the United States.
• Reply STOP to a text from a ProForge number and that number stops texting you.
• We don't sell personal information. You can ask to see, fix or delete what we hold about you.

We collect what you give us, and a little automatically:

• Contact form: your name, email, website, trade and message, and your mobile if you choose to give it so we can ring you back. It goes to our team by email and is saved as an enquiry in our dashboard. We don't send an automatic reply.
• Booking a call: the name, email and time you give when you book a call with us through Cal.com.
• Call-me demo: if you ask the site to ring you, we use your mobile number and trade to place one demo call. That call is recorded, as described under Demo calls below. If you say yes on that call, we text you the setup link once. Someone from ProForge may also ring you back once to follow up. They get your number, your trade, how the demo call went and which ad or site brought you, by email, and we keep that email until you ask us to remove it.
• Automatically: technical details such as your IP address, device and browser, and error logs. We use them to keep the site secure and working, including a check that screens out automated form submissions.
• Usage measurement: which pages are viewed and which buttons are pressed, so we can tell what is working. This is anonymous and cookieless. We do not record what you type into the form as part of it. Separately, the advertising measurement described below does use cookies.
• How you found us: when you arrive from an ad or a link, we note which campaign or site brought you. That note is kept in your browser for that visit only, with no cookie. If you enquire, ask this website to ring you for a demo, or buy, it is saved with your enquiry, our record of that demo call, or your account, so we know which advertising works.

Please don't send sensitive information (such as government IDs or financial account numbers) through the forms on this site.

Anyone can ring our demo line on +61 482 095 978 to hear the receptionist work. You can also ask this website to ring you for a short demo. Or you can talk to it in your web browser, using your microphone. You'll be talking to our AI, not a person. The call is recorded, and the receptionist says so at the start.

• Our voice provider, Vapi, holds the recording and transcript of the call, with your phone number, until we delete the call there, normally within an hour. For calls to the demo line, we first copy the recording to our own storage in Sydney, without your phone number attached, and keep it for 14 days so we can hear how well the receptionist understood you. Then it's deleted automatically. Only ProForge staff can listen to it, and we never use it for advertising. We don't keep the recording of a call-me demo.
• For calls to the demo line, we also keep a written transcript of what you and the receptionist said. It isn't stored with your phone number, and anything that looks like a phone number or a one-time code is taken out before it's saved. We keep it for 30 days so we can see how demo calls go and make them better, then it's deleted automatically. Only ProForge staff can read it, and we never use it for advertising. We don't keep a transcript of a call-me demo.
• For calls to the demo line, our activity log keeps the last three digits of your phone number and a one-way code made from it, which lets us recognise the number again but not read it, along with a short summary of the call, how long it lasted and when it happened. We don't add you to any business's customer records.
• Near the end of a demo call, the receptionist may offer to text you a link to sign up. We only send it if you say yes, it's one text, and we keep a note that you agreed. If you gave your first name, we use it to open the text. Reply STOP and we won't text you again. If you say yes to the setup text and haven't set up within a couple of hours, someone from ProForge may ring you once to help. The person who rings gets your number in an alert, and we keep it there until you ask us to remove it.
• At the end of a demo line call, the receptionist may ask if you'd like someone from ProForge to ring you back. Only if you say yes, we email your number, your trade and how the demo call went to the person who rings, and they ring you once. We keep that email until you ask us to remove it.
• Talking to it in your browser: your browser asks before the page can use your microphone. The call is recorded and kept the same way as a call to the demo line: the recording for 14 days and a written transcript for 30 days, so we can check how well the receptionist heard you, then both are deleted. No phone number comes with a browser call, so we can't text you or ring you back after it. To stop one connection starting too many calls, we count them against your IP address in a one-way coded form that can't be read back, and the count expires after a day or two.
• We never use demo call recordings in our marketing.

When a business signs up for the receptionist, we collect:

• Account details: your name, mobile number, email, business name, your trade or kind of business, the state you work in, your ABN if you give it, and the days and hours you take jobs.
• Your mobile network: when you set up your call diverts, we ask Twilio which network your mobile number is on, so we can show you the steps for that network, and we keep the answer with your account. If you ask us to ring you about setup, we also note whether you're on a plan or prepaid and whether your phone is an iPhone or an Android, so the person who rings knows where you got to.
• Settings you add: for example your Google review link, your average job value, the voice the receptionist uses, how your business name should be said, a number for live transfers if you turn them on, and, if you manage rental properties, the on-call mobile that urgent repairs are texted to after hours.
• Customer lists: if you import a list of your customers, the names, phone numbers and other details in it.
• Payments: Stripe takes your card details on its own pages, and we never see your full card number. Stripe passes us the name, email and phone number you paid with so we can set up your account.
• Notifications: if you turn on notifications in your browser, alerts about calls, bookings and replies reach your device through your browser maker's push service (for example Google, Apple, Microsoft or Mozilla). The content is encrypted, so the push service can't read it.
• People you give access: if you invite someone to your dashboard, their email address and what they can do in it.

We also give your account an Australian mobile number for your diverted calls. The Service Terms explain how that number works.

If you ring a business that uses ProForge, such as a tradie or a property manager, and it can't answer, your call may come to us. Our AI receptionist answers it for that business. We handle your information on that business's behalf, and only for that business.

What we collect:

• your phone number, and your name if you give it;
• a recording of the call, which we keep in our own storage in Sydney and delete 90 days after the call (our voice provider, Vapi, keeps its copy only until we delete it, normally within a day);
• a written transcript of the call, and a short summary the AI writes for the business;
• the job details you give, such as the address, what needs doing and when suits you;
• any booking that's made, and texts between you and the business's ProForge number.

The receptionist opens every call by saying it's the business's AI receptionist, then: "This call is recorded so I can assist with your enquiry." It records every call it answers.

If you call about a rental property: some businesses that use ProForge manage rentals, such as a real estate agency's property management team, a property management company or a property maintenance firm. If you're a tenant, landlord, owner, rental applicant, contractor or anyone else calling one of them, the receptionist takes your name, your phone number, the property's address and what the call is about. For a repair, that includes what's wrong and how urgent it is. We use these details to pass your message to that business: a text to the property manager and, for an urgent repair, a text to the business's after-hours on-call mobile. We keep the call like any other the receptionist answers: the recording and transcript for 90 days, and the summary and details in the business's account until it closes. We act for that business, and it decides what happens next. We never arrange or approve a repair.

If you've called before: the receptionist gets a short note so it can pick up where you left off. The note has your first name, what you last called about, and whether you have a booking coming up. It doesn't have your address or the time of your booking, and the receptionist asks your name before it uses the note. A note from one business is never used for another.

Live transfers: these are off unless the business turns them on. If it has, the receptionist may put you through to a number it has chosen, during its business hours.

Texts and calls you may get: a confirmation when a booking is made, a reminder about a day before the job, and a request for a Google review afterwards if the business has set one up. If you couldn't settle on a time during the call, you may get a text offering times to pick from. The business may also send texts our AI drafts for them, such as a follow-up on a quote. With the business's go-ahead, the receptionist can also call you back. Texts come from the business's ProForge number and name the business.

Opting out: reply STOP to any text from that number and it won't text you again unless you reply START. Review requests and follow-up texts end with "Reply STOP to opt out." Opting out of one business's texts doesn't change anything with another business.

Your choices: to see, correct or delete what's held about you, contact the business you called, or email us at hello@proforge.com.au and we'll sort it out with them.

We look up trade businesses in public listings, such as Google Maps and their own websites, and may email or ring them about ProForge.

We keep the business name, trade and suburb, the phone number and email address the business publishes, its Google rating and review count, and notes on what happened when we got in touch, including whether the business tried our demo.

Apart from one call back to someone who asked us for the setup link or a call back, we only ring numbers we've checked against the Do Not Call Register in the last 30 days, and only in the hours the telemarketing rules allow.

If you'd rather we didn't contact you, tell us on the call, reply to any email, or write to hello@proforge.com.au. We'll delete your details and keep only your number or email address on a do-not-contact list, so we don't contact you again.

We use it to:

• answer calls for the businesses that use ProForge, book their jobs or pass on their messages, and send the texts described above;
• give each business its call records, briefs and alerts;
• reply to enquiries, run the demo line, and set up, support and bill customer accounts;
• contact trade businesses about ProForge;
• keep our systems secure, find and fix faults, and stop misuse;
• see how the website is used, so we can improve it;
• meet our legal and record-keeping obligations.

We don't sell personal information, and we don't use one business's callers for another business.

The receptionist is software. These AI services do the work:

• On calls: Deepgram turns speech into text, OpenAI's GPT-4o model runs the conversation, and the voice comes from Vapi or, for some voices, Cartesia. All of these run through Vapi.
• After calls: Anthropic's Claude models, reached through the Vercel AI Gateway, read the transcript to pull out the job details and write the business's brief. They also draft follow-up texts and read replies to texts that offer times.
• Importing customers: when a business imports a customer list, we send the column headings and the first few rows (up to eight) to the same Claude models, so they can work out which column holds names, which holds phone numbers, and so on. Those rows can include the names, phone numbers and other details of that business's customers.

We don't use your calls or texts to train AI models. AI makes mistakes, such as mishearing an address, so the business has the final say on every job. By default, texts our AI writes from scratch wait for the business's OK before they're sent.

We share personal information with the business you dealt with, if you called a ProForge customer, and with the service providers who help us run ProForge. They handle it to provide their service to us.

For the website:

• Vercel (hosting, delivery, the cookieless analytics described above, and bot checks on forms);
• Resend (sending emails) and Zoho (our email inbox);
• Meta and Google (advertising measurement, described under Advertising below);
• Vapi and Daily (only if you use the browser demo: Vapi runs the call, and Daily carries the sound between your browser and Vapi);
• Cal.com (only if you book a call).

For the receptionist and the dashboard:

• Voice: Vapi, the platform that answers calls, with Deepgram, OpenAI and Cartesia working through it;
• Phone and text: Twilio (phone numbers, calls and texts);
• AI processing: Anthropic, through the Vercel AI Gateway (reading transcripts, drafting texts and matching import columns);
• Database: Supabase (accounts, calls, customers, bookings and texts);
• Hosting: Vercel (runs the dashboard and its scheduled jobs);
• Payments: Stripe;
• Email: Resend (the emails we send);
• Error tracking: Sentry (an error report can include details such as a business name or an email address);
• Rate limiting: Upstash (limits how often our systems can be called, using IP addresses);
• Calendar: Google Calendar, only if a customer connects it;
• Business lookups: Apify (reads public Google Maps listings for us when we look up trade businesses);
• Notifications: browser push services, encrypted as described above.

We may also disclose information when the law requires it or to protect someone's safety.

Our main database, and the call recordings we keep, are hosted by Supabase in Sydney, Australia.

Several of our providers store or process personal information outside Australia, mainly in the United States. That includes call recordings and transcripts while Vapi handles a call and until we delete its copy, normally within a day (Vapi is in the United States), transcripts sent to the AI services above for analysis, call and text records (Twilio), payment details (Stripe) and error reports (Sentry). Any of the providers listed above may hold some information overseas.

Before we disclose personal information to an overseas provider, we take steps that are reasonable in the circumstances to make sure it is handled consistently with the APPs.

If you're a ProForge customer and connect your Google Calendar, the receptionist can book jobs around what's already in your diary. Visitors to this website never connect Google. We use the access to:

• check when you're free or busy, so callers are only offered times that are free in your calendar and inside your booking hours; and
• add an event to your calendar when a job is booked, and remove an event we added if that booking falls through.

We ask Google for access to your calendar, and for your name and email address so we know which Google account is connected. We don't ask for access to your Gmail, contacts or files. You can remove our access at any time in your Google Account, under third-party apps and services, or ask us to disconnect it.

ProForge's use of information received from Google APIs follows the Google API Services User Data Policy, including the Limited Use requirements. We use Google Calendar data only to provide and improve the scheduling features in ProForge. We do not sell it, we do not use it for advertising, we do not transfer it to anyone except as needed to provide the service or as required by law, and we do not let people read it unless you ask us to for support, it is needed for security, or the law requires it.

We use the cookies and similar storage needed for the site to function and stay secure. We also use advertising cookies, described under Advertising below. You can control cookies through your browser settings.

When we run advertising, we use measurement tools from Meta (Facebook and Instagram) and Google so we can tell which ads lead to people contacting us. These set cookies and can recognise your browser on other websites, which is different from the cookieless measurement described above.

We send them the fact that something happened, such as a contact form being submitted or the demo number being tapped. We do not send them your name, email address, phone number, or anything you typed into a form.

You can turn this off in your Meta ad settings and your Google ad settings, or by blocking third-party cookies in your browser. Blocking them does not change how the site works.

We take reasonable steps to protect personal information from misuse, loss and unauthorised access. That includes encryption in transit, encrypting the passwords and tokens we hold for connected services, and access controls that keep each business's records separate. No way of sending or storing information is perfectly secure.

• Call recordings and transcripts are kept in our own storage in Sydney for 90 days after the call, then deleted automatically. Our voice provider, Vapi, keeps call data only until we delete it, normally within a day of the call. After we delete a call at Vapi, Vapi keeps only a bare record of it (its ID, times and cost), with no recording, transcript or caller details. The short call summary and the job details stay in the business's account until it closes. If a recording is tied to a dispute or a legal claim, we can keep it, and its transcript, until that's resolved.
• Demo line transcripts are kept for 30 days after the call, and demo line recordings for 14 days, then both are deleted automatically. We don't keep a recording of a call-me demo.
• While a customer account is open, we keep its other records: call summaries, customers, bookings and texts.
• When a customer account closes, we delete those records from our database 30 days later. If calls are still reaching the account's number at that point, we may wait up to 7 more days. A customer can also ask us to delete the account's records straight away.
• Our activity log records important actions, such as a setting being changed or an account being deleted. Some entries include a business's own details as entered at setup (such as its name, contact email and mobile), a caller's name, the last three digits of a caller's number with a one-way code made from it, or a short call summary, including for demo line calls. We keep an account's entries for 2 years after the account closes, for security and legal reasons. We keep them longer only where the law requires it or a dispute is still going. Entries for demo line calls are deleted 2 years after the call.
• Website enquiries stay in our inbox and dashboard until we no longer need them.
• Businesses we contact: we keep a business's details while we're still in touch, and delete them when the business asks us to stop. We keep only its number or email address on our do-not-contact list, so we don't contact it again.
• Backups: deleted records can stay in our database provider's backups for a short time, until those backups are replaced.

What our providers keep. When we delete records, we delete them from our database and our storage, and texts at Twilio. Vapi's copy of each call is deleted, normally within a day of the call. We can't delete everything our providers hold. Some keep records under their own retention policies, or because the law requires them to. For example:

• Stripe keeps payment records as the law requires.
• Twilio keeps its own records of the calls that pass through it.
• Resend, Sentry, Upstash, Vercel and the AI services named above may keep their own logs for periods they set.
• Events we added to a connected Google Calendar are in that calendar. We don't remove them when an account closes.

If we have a data breach that's likely to cause serious harm to anyone, we'll tell the people affected and the Office of the Australian Information Commissioner (OAIC) as soon as we can, and tell you what you can do to protect yourself.

You can ask for access to, or correction of, the personal information we hold about you, or ask us to delete it, by emailing us. If you called a business that uses ProForge, you can also ask that business. We'll respond within a reasonable time. If you're not satisfied with our response, you can contact the OAIC at oaic.gov.au or 1300 363 992.

We may update this policy from time to time. The current version always lives at this page, with the effective date above.