Privacy Policy

ShoUp Pty Ltd (ACN 699 673 553) (ShoUp, we, us, our) respects your privacy and handles personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy explains what we collect, why, who we share it with, and your rights.

This policy covers three groups: the coaches who use ShoUp, the clients those coaches enrol (who receive our calls and messages), and people who try a demo call through our website before they have an account. Where we say "you", we mean whichever applies.

1. The information we collect

From coaches: name, business name, email, phone, login details, billing information, and your use of the Platform.

About clients (entered by the coach or captured on calls and messages): first name and contact number, the program and schedule the coach sets, the content of calls and text messages, call recordings and transcripts, and the responses and progress information captured during check-ins.

From people who try a demo call: your first name, your mobile number (which we verify with a texted code), a short voice recording you make on our website, the copy of your voice we make from it, the transcript of the demo call, and the text messages we exchange about it.

Automatically: basic device, log and analytics information when you use our website or Platform.

2. Sensitive and health information

Check-in calls may capture information about a client's wellbeing, habits and progress. Some of this can be sensitive information (including health information) under the Privacy Act, which has a higher protection standard. We collect it only where it is reasonably necessary to provide the service and where the required consent has been obtained. The coach is responsible for obtaining each client's consent before enrolling them.

3. How we collect it

We collect information directly from coaches when they sign up and use the Platform, from clients through the calls and messages they take part in, and automatically through our website and Platform. Where it is reasonable and practicable we collect information about a client from the coach who enrolled them, not from third parties.

4. Why we use it

We use personal information to provide and operate the Platform (including placing scheduled calls and sending messages), to support coaches, to bill for the service, to keep the Platform secure, to improve the Platform (using de-identified and aggregated data), and to meet our legal obligations. We use it only for these purposes or a related purpose you would reasonably expect.

If you try a demo call, we use your recording only to make the copy of your voice for that one call, and the copy only for that call. We do not use it for any other call, for any other person, or to train a model.

5. Automated calls, AI and recording

Our calls are placed by an automated system using a voice configured by the coach (or, on a demo call you request, a copy of your own voice made from your recording), and they are recorded or transcribed so the coach can follow up. Clients are told about this and asked to consent before any automated calls or messages begin. We do not use client information to make automated decisions that have a legal or similarly significant effect without appropriate safeguards and disclosure.

6. The roles of the coach and ShoUp

Both the coach and ShoUp have responsibilities under the Privacy Act for client information. The coach owns the client relationship and is responsible for obtaining consent and giving clients the required notices. ShoUp is responsible for handling client information securely, using it only as described here, and meeting the obligations below.

7. Who we disclose it to, and overseas disclosure

We share personal information with service providers who help us run the Platform, including providers of voice calling, text messaging, and AI processing. Some of these providers are located in the United States. If you try a demo call, your voice recording goes to our voice provider in the United States, which makes the copy of your voice and speaks on the call, and the call itself is placed by our telephony provider. When we disclose personal information overseas we take steps that are reasonable in the circumstances to ensure the recipient handles it consistently with the APPs, including putting data-protection terms in place with them, and we remain accountable for how they handle it. We may also disclose information where required or authorised by law.

Our website shoup.ai uses the Meta pixel, code from Meta Platforms, Inc. (United States). It tells Meta which of our pages your browser visited and sets cookies so Meta can recognise that browser. We use it only to measure our advertising.

When you take a step we advertise (starting a demo call, completing it, or creating an account) and you came from one of our advertisements, we also send Meta a record of that step from our server. It carries a hashed (not plain-text) version of your mobile number and, once you have given it, your email; the identifiers Meta set in your browser when you clicked the advertisement; for an application, your IP address and browser type; the advertisement you clicked; and the page you landed on. This tells us which advertisement led to which step. We use it for nothing else. It applies to a demo caller, an applicant and a new coach alike, and does not change how we otherwise handle your information under this policy.

We do not sell personal information, and we do not disclose one coach's client information to another coach.

8. How we hold and secure it

We hold information in secure systems and take reasonable steps to protect it from misuse, loss, and unauthorised access. Those steps include access controls, encryption in transit, and encryption at rest.

Client names, contact details, call transcripts, and uploaded recordings and documents are encrypted where they are stored. The keys that decrypt them are not kept on the server that holds the encrypted data. Passwords are stored only as one-way hashes and cannot be read back by us. Backups are encrypted, and our server holds only the public key used to create them, so a backup cannot be read from the server that produced it.

Our server is located in Sydney, Australia. As described in section 7, some processing is carried out by service providers overseas, and encrypted backups may be stored outside Australia.

No system is completely secure. ShoUp has not been independently audited or certified against a security standard, and we do not claim otherwise.

If you try a demo call and do not create an account, your recording, the copy of your voice and the transcript are deleted 7 days after the call. Reply STOP to any of our texts and they are deleted straight away. We keep your first name, mobile number, the texts we exchanged and which advertisement brought you to us only to run that demo, honour the one demo per number limit and your opt-out, and measure the advertisement (section 7). Email privacy@shoup.ai to have them deleted sooner. If you do create an account, the voice copy becomes the voice on your account and is kept under the coach terms above.

We keep personal information only as long as needed for the purposes above or as required by law. When a coach leaves, they may export their client information for a reasonable period, after which we delete or de-identify it, except where we must keep it by law or hold it in de-identified, aggregated form.

9. Data breaches

If a data breach occurs that is likely to cause serious harm, we will assess it and notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required by the Notifiable Data Breaches scheme.

10. Accessing and correcting your information

You can ask us for access to the personal information we hold about you, and ask us to correct it if it is wrong. Contact us using the details below. Where the request relates to a client's information held for a coach, we may direct the request to, or work with, that coach.

11. Marketing and messages

Operational messages (such as check-in texts a client signed up for) are part of the service. Any marketing messages are sent only with consent, identify the sender, and include an easy way to opt out (for example, reply STOP). We act on opt-outs promptly.

12. Our website

Our website uses the Meta pixel described in section 7 on our marketing pages, not on this policy, our terms or the coach agreements. You can control cookies through your browser.

13. Complaints

If you think we have mishandled your personal information, contact us using the details below and we will respond. If you are not satisfied, you can complain to the OAIC at oaic.gov.au.

14. Changes to this policy

We may update this policy from time to time. The current version is always on our website, with the date it took effect.

15. Contact us

Privacy enquiries: privacy@shoup.ai. ShoUp Pty Ltd (ACN 699 673 553, ABN 31 699 673 553).

Effective date: 11 September 2026 (v1.4). Previous versions: 10 September 2026, 30 June 2026.