MatePickup

Privacy Policy

Effective 10 May 2026

FLY SKY PTY LTD (ABN 87 632 663 622), trading as MatePickup ("we", "our", "us"), takes your privacy seriously. This policy explains what personal information we collect, why we collect it, how we use it, and the choices you have. We comply with the Australian Privacy Act 1988 and the Australian Privacy Principles (APPs).

1. Who this policy applies to

This policy applies to:

  • Operators — motel and hospitality business owners and their staff who sign up for a MatePickup account.
  • Guests — end customers who phone, text, or book through a MatePickup-powered AI receptionist or booking page.
  • Visitors — anyone browsing matepickup.com.

2. What we collect

From operators (account holders)

  • Account details: name, email, password (hashed), business name, ABN.
  • Business info: motel address, contact phone, room types, rate plans, cancellation policies.
  • Billing: name and email passed to Stripe for invoicing. We do not store credit card numbers — Stripe holds them.
  • Technical: IP address, browser, device used to access the admin dashboard.

From guests calling or booking

  • Caller ID (phone number) — captured automatically when a call comes in.
  • Voice recordings of every call to the AI receptionist. Used for quality, AI training of the operator's prompt, and dispute resolution. A recording disclosure plays at the start of every call.
  • Transcripts generated from those recordings.
  • Booking details the caller provides: name, dates, guest count, special requests.
  • Optional: email address (only if the caller offers it for confirmation delivery).
  • Payment for any guest payment is processed by Stripe. We see only the last 4 digits and expiry of the card.

From visitors

  • Standard server logs (IP, user-agent, page viewed). No third-party analytics or advertising trackers.

3. How we use it

  • To run the MatePickup service: take calls, create bookings, route SMS / email confirmations, charge for usage.
  • To support operators when they raise tickets or ask for help.
  • To improve the service: bug fixes, feature decisions. We may listen to recordings during incident investigation.
  • To meet legal obligations: tax records, compliance with Australian regulators on telephony and payments.
  • To prevent abuse: rate limits, fraud detection.

We do not sell personal information. We do not use guest recordings or transcripts to train any general-purpose AI model — they stay scoped to the operator who owns them.

4. Third parties we share data with

These providers process specific data on our behalf to deliver the service:

  • Telnyx and Twilio — telephony carriers that route calls and SMS. They handle the live audio stream during a call.
  • Google (Gemini Live API) — the AI model that powers conversations. Audio + text are sent in real-time during a call; Google's data-processing terms apply.
  • Cloudflare R2 — call-recording storage.
  • Stripe — payment processing and subscription billing. Card data goes directly from the cardholder's browser to Stripe; we never see it.
  • Resend — transactional email delivery (booking confirmations, password resets, invoices).
  • Sentry — error monitoring. May incidentally include stack traces with truncated user identifiers.
  • Beds24 / Channex (where the operator opts in) — channel manager / PMS sync. Booking data is mirrored to the operator's chosen platform.

We require these processors to handle data only on our instructions and protect it consistently with Australian privacy law.

5. Where data is stored

Most data lives in Australian-hosted databases (Sydney POP). Some processors run globally:

  • Google Gemini API: US data centres.
  • Cloudflare R2: APAC region by default; may failover globally.
  • Stripe: US (PCI-DSS Level 1).
  • Telnyx / Twilio: route via the closest POP, including US.

By using MatePickup, you consent to your information being processed in these jurisdictions. We have signed standard data-processing agreements with each provider.

6. How long we keep it

  • Account data: while the account is active + 7 years for tax/audit after closure.
  • Call recordings + transcripts: 90 days by default. Operators can request deletion at any time; we'll honour within 30 days unless legally required to retain.
  • Booking records: 7 years (Australian tax law).
  • Payment records: as required by Stripe and Australian tax law.
  • Server logs: 30 days.

7. Your rights

You can ask us to:

  • Show you what personal data we hold about you (access).
  • Correct anything inaccurate.
  • Delete data, subject to legal retention requirements.
  • Export data in a machine-readable format (JSON).
  • Stop processing for a specific purpose (e.g. opt out of marketing — though we don't currently send marketing).

Email flyskyptyltd@gmail.com with your request. We'll respond within 30 days.

If you're unhappy with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

8. Security

  • All web traffic is encrypted (HTTPS / TLS 1.2+).
  • Database connections are SSL-only.
  • Passwords are hashed (bcrypt).
  • API keys / tokens are encrypted at rest.
  • Access to production systems is limited to senior engineers with 2FA.
  • Regular automated backups with point-in-time recovery.

No system is perfectly secure. If we ever experience a breach affecting your data, we'll notify you within 72 hours of becoming aware, consistent with the Notifiable Data Breaches scheme.

9. Cookies

We use essential cookies to keep you logged in (session tokens). We do not use advertising or third-party tracking cookies on matepickup.com.

10. Children

MatePickup is a B2B service for hospitality operators. We don't knowingly collect data from anyone under 16. If you believe we have, contact us and we'll delete it.

11. Changes to this policy

We'll update this page when our practices change. Material changes are notified by email to operators at least 14 days before they take effect.

12. Contact

FLY SKY PTY LTD
ABN 87 632 663 622
Melbourne, Australia
Email: flyskyptyltd@gmail.com