Privacy Policy

1. Introduction

Piing.ai ("Piing", "we", "us", or "our") operates the Piing platform, including the web application at app.piing.ai, the Piing mobile application for iOS and Android, and the admin portal (collectively, the "Services").

Piing is a retail operations management platform that provides real-time store analytics, task management, team communication, and AI-assisted insights for multi-location retail organisations.

This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information when you use our Services. We are committed to protecting your privacy and handling your data in accordance with the Australian Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and, where applicable, the EU General Data Protection Regulation (GDPR).

2. Information We Collect

2.1 Information You Provide

When you create an account, join an organisation, or use our Services, we may collect:

• Account information: name, email address, phone number, profile photo, and job title
• Organisation information: organisation name, store locations, and role within the organisation
• Communications: messages, comments, and content you share through the platform's chat and task management features
• Support requests: information you provide when contacting us for assistance

2.2 Information Collected Automatically

When you access or use our Services, we automatically collect:

• Device information: device type, operating system, unique device identifiers, and mobile network information
• Usage data: pages visited, features used, actions taken, time and date of visits, and time spent on the platform
• Log data: IP address, browser type, access times, and referring URLs
• Push notification tokens: device tokens for delivering notifications about tasks, messages, and alerts

2.3 Retail Analytics Data

Our platform processes retail performance data provided by your organisation, which may include store footfall data, sales metrics, and operational performance indicators. This data is provided by or on behalf of your employer or the organisation that has invited you to the platform and is processed in accordance with our agreement with that organisation.

2.4 Location Information

We do not collect precise GPS location data from your device. We may derive your approximate location from your IP address for the purposes of providing relevant content and improving our Services.

3. How We Use Your Information

We use the information we collect to:

• Provide, operate, and maintain our Services
• Manage your account and organisation membership, including role-based access control
• Enable communication and collaboration features, including in-app messaging and task notifications
• Deliver push notifications for tasks, messages, calls, and platform alerts
• Generate analytics dashboards and performance insights for your organisation
• Power AI-assisted features, such as the Piing AI retail operations assistant
• Improve, personalise, and develop new features for the platform
• Respond to your requests, comments, or questions
• Monitor and analyse usage trends to improve the user experience
• Detect, prevent, and address technical issues and security threats
• Comply with legal obligations and enforce our terms of service

4. Legal Basis for Processing

Where the GDPR applies, we process your personal information on the following legal bases:

• Contract performance: processing necessary to provide you with the Services
• Legitimate interests: improving our Services, ensuring security, and communicating with you about your account
• Consent: where you have given explicit consent for specific processing activities, such as marketing communications
• Legal obligation: where processing is required to comply with applicable law

5. Information Sharing and Third Parties

We do not sell your personal information. We may share your information in the following circumstances:

5.1 Within Your Organisation

Information such as your name, role, task activity, and messages may be visible to other members of your organisation in accordance with the permissions set by your organisation's administrators.

5.2 Third-Party Service Providers

We use trusted third-party services to help us operate and improve our platform. These providers only have access to the information necessary to perform their functions and are bound by contractual obligations to protect your data. Our key service providers include:

• Clerk — authentication and account management
• Sendbird — in-app messaging and chat
• Google Cloud Platform — cloud infrastructure, data storage, and analytics
• Sentry — error monitoring and performance tracking
• Expo — mobile application delivery and updates
• Google Play Services — mobile app distribution (Android)
• Apple — mobile app distribution (iOS)
• Statsig — feature management and experimentation

5.3 Legal and Safety Disclosures

We may disclose your information where we reasonably believe it is necessary to:

• Comply with applicable law, regulation, legal process, or governmental request
• Enforce our terms of service and other agreements
• Protect the rights, property, or safety of Piing, our users, or the public
• Detect, prevent, or address fraud or security issues

5.4 Business Transfers

If Piing is involved in a merger, acquisition, or sale of assets, your personal information may be transferred as part of that transaction. We will notify you of any such change and any choices you may have regarding your information.

6. Data Retention

We retain your personal information for as long as your account is active or as needed to provide you with the Services. We also retain information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.

When your account is closed or your information is no longer needed, we will securely delete or anonymise it within a reasonable timeframe, unless we are required by law to retain it for a longer period.

7. Data Security

We take the security of your information seriously and implement industry-standard technical and organisational measures to protect it, including:

• Encryption of data in transit using TLS/SSL
• Encryption of data at rest
• Fine-grained, role-based access controls to ensure users only see information relevant to their role
• Regular security assessments and monitoring
• Secure cloud infrastructure hosted on Google Cloud Platform

While we strive to protect your personal information, no method of transmission over the internet or electronic storage is completely secure. We cannot guarantee absolute security but are committed to safeguarding your data to the best of our ability.

8. Your Rights

Depending on your jurisdiction, you may have the following rights regarding your personal information:

• Access: request a copy of the personal information we hold about you
• Correction: request that we correct inaccurate or incomplete information
• Deletion: request that we delete your personal information, subject to certain legal exceptions
• Data portability: request a copy of your data in a structured, commonly used, machine-readable format
• Objection: object to the processing of your personal information in certain circumstances
• Restriction: request that we restrict the processing of your personal information
• Withdraw consent: where processing is based on consent, you may withdraw your consent at any time

To exercise any of these rights, please contact us at privacy@piing.ai. We will respond to your request within 30 days.

9. International Data Transfers

Piing is based in Australia and our primary data processing occurs within Australia. Some of our third-party service providers may process data in other jurisdictions. Where your personal information is transferred outside of your country, we take steps to ensure that appropriate safeguards are in place to protect your information in accordance with this Privacy Policy and applicable data protection laws.

10. Cookies and Tracking Technologies

Our web applications may use cookies and similar tracking technologies to maintain your session, remember your preferences, and understand how you use our Services. These include:

• Essential cookies: required for the platform to function, including authentication and session management
• Analytics cookies: help us understand usage patterns and improve the platform

You can control cookies through your browser settings. Disabling essential cookies may affect the functionality of the Services.

11. Children's Privacy

Our Services are designed for use by businesses and their employees and are not directed at children under the age of 16. We do not knowingly collect personal information from children under 16. If we become aware that we have collected personal information from a child under 16, we will take steps to delete that information promptly.

If you are a parent or guardian and believe your child has provided us with personal information, please contact us at privacy@piing.ai.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or for legal, operational, or regulatory reasons. We will notify you of any material changes by posting the updated policy on this page and updating the "Last updated" date. Where required by law, we will provide additional notice, such as via email or an in-app notification. We encourage you to review this Privacy Policy periodically.

13. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

If you are not satisfied with our response, you have the right to lodge a complaint with the Office of the Australian Information Commissioner (OAIC).