1. About this Privacy Policy
This Privacy Policy explains how Twine Apps Pty Ltd ABN 99 690 317 483 ("Twine Apps", "we", "us" or "our") collects, holds, uses, discloses and otherwise handles personal information.
We are committed to managing personal information in an open and transparent way and in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This Privacy Policy applies to personal information collected through our website at https://www.twineapps.co, our software platform and related services, our communications with customers, prospective customers, suppliers and other third parties, and any other products or services we provide from time to time.
2. What is personal information?
“Personal information” has the meaning given in the Privacy Act 1988 (Cth). In general, it means information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether the information is true or not and whether recorded in a material form or not.
3. The kinds of personal information we collect
The personal information we collect depends on the nature of your dealings with us, but may include your name, email address, telephone number, business name, job title, postal or business address, account login details, billing and transaction information, communications with us, information submitted through our platform, and technical and usage information such as IP address, browser type, device information, pages viewed, and interaction with our website or platform.
If you apply for employment or contractor roles with us, we may also collect information relevant to that application, such as your resume, employment history, qualifications and referee details.
4. How we collect personal information
We generally collect personal information directly from you when you visit our website, create an account, request a demo or contact us, subscribe to updates or marketing communications, use our products or services, submit information through forms, integrations or support channels, communicate with us by email or phone, or apply for a role with us.
We may also collect personal information from third parties where it is lawful and reasonable to do so, including from your organisation or authorised representatives, service providers and integration partners, publicly available sources, recruitment providers, and analytics and technology providers.
If we collect personal information about you from a third party, we will take reasonable steps to ensure you are made aware of that collection where required by law.
5. Website usage, cookies and analytics
When you use our website or platform, we may collect technical and usage information automatically through cookies, server logs and similar technologies. This may include your IP address, browser type, operating system, referring pages, date and time of access, and browsing actions.
We use this information to operate and secure our website and services, understand how users interact with our website and platform, improve functionality, performance and user experience, and maintain records, diagnostics and analytics.
You can usually adjust your browser settings to refuse cookies or alert you when cookies are being used. However, some parts of our website or services may not function properly if cookies are disabled.
6. Why we collect, hold, use and disclose personal information
We may collect, hold, use and disclose personal information for purposes including providing and administering our products and services, setting up and managing accounts, verifying identity and user access, communicating with you about our services, providing customer support, processing payments and managing billing, improving, developing and securing our website, platform and services, sending service-related notices and updates, sending marketing communications where permitted by law, responding to enquiries, complaints and feedback, considering employment applications, complying with legal and regulatory obligations, and protecting our legal rights and interests.
We will generally only use or disclose personal information for the purpose for which it was collected, for a related purpose you would reasonably expect, for another purpose permitted by law, or with your consent.
7. Customer-submitted data
If you or your organisation submit personal information into the Twine Apps platform about another individual, including client, contact, employee or third-party information, you are responsible for ensuring that you have all necessary rights, consents and authority to collect, use and disclose that information to us and for us to handle that information in connection with providing the services.
You should ensure that any privacy notices, consents and internal approvals required by applicable law are in place before personal information is uploaded to, or otherwise processed through, the Twine Apps platform.
8. Direct marketing
We may use your personal information to send you information about our products, services, updates, events or other marketing communications that we think may be of interest to you.
You can opt out of receiving marketing communications from us at any time by using the unsubscribe link in the communication or contacting us using the details in section 15 below.
We may still send you non-promotional communications, such as account, billing, support, service or legal notices.
9. Disclosure of personal information
We may disclose personal information to our employees, officers and contractors; related bodies corporate; technology, hosting and infrastructure providers; payment processors and billing providers; customer support, analytics and communications providers; professional advisers, including lawyers, accountants and auditors; recruitment service providers; business partners and integration providers where relevant to the services; courts, regulators, law enforcement agencies or government authorities where required or authorised by law; and a purchaser or potential purchaser in connection with a sale, merger, restructure or transfer of our business or assets.
We take reasonable steps to ensure third-party service providers handling personal information on our behalf do so in a manner consistent with applicable privacy obligations.
10. Overseas disclosure of personal information
Some of our service providers may store or process personal information outside Australia.
As a result, personal information may be disclosed to recipients located overseas, including in the United States (including via Stripe, Intuit QuickBooks Online, SendGrid and Mixpanel). Before disclosing personal information overseas, we take reasonable steps to ensure that appropriate safeguards are in place where required.
Our primary application data is stored in Australia on AWS and MongoDB (confirmed 27 October 2026).
11. How we hold and protect personal information
We hold personal information in electronic form, and in some cases physical form.
We take reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure. These steps may include access controls and authentication measures, role-based access restrictions, secure hosting arrangements, encryption and network protections where appropriate, monitoring and logging, staff confidentiality obligations, and secure disposal and de-identification processes.
While we take reasonable steps to protect personal information, no method of transmission over the internet or electronic storage is completely secure. We cannot guarantee absolute security.
If we no longer need personal information for a permitted purpose, we will take reasonable steps to destroy it or de-identify it, unless we are required or authorised by law to retain it.
12. Access to and correction of personal information
You may request access to personal information we hold about you, and you may request correction of that information if you believe it is inaccurate, out-of-date, incomplete, irrelevant or misleading.
We will respond to requests for access or correction within a reasonable period and in accordance with the Privacy Act. In some circumstances, we may refuse access or correction as permitted by law. If we do so, we will provide written reasons and information about available complaint mechanisms, where required.
13. Complaints
If you believe we have breached the Privacy Act or the APPs, or you have another concern about how we have handled your personal information, you may make a complaint to us using the contact details in section 15.
Please provide enough detail for us to understand and investigate the issue. We will acknowledge your complaint within a reasonable time, investigate the complaint, and respond within a reasonable period.
If you are not satisfied with our response, you may be able to lodge a complaint with the Office of the Australian Information Commissioner (OAIC).
14. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our business practices, legal obligations, or the way we handle personal information.
The updated version will be posted on our website and will take effect from the date stated at the top of the policy.
15. Contact us
If you have any questions, requests or complaints about this Privacy Policy or our handling of personal information, please contact:
