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 two groups: the coaches who use ShoUp, and the clients those coaches enrol (who receive our calls and messages). 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.

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.

5. Automated calls, AI and recording

Our calls are placed by an automated system using a voice configured by the coach, and they are recorded and 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. 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.

Where you apply through a link in one of our advertisements, we also share a hashed (not plain-text) version of your email and phone number with Meta Platforms, Inc. (United States), so we can measure whether the advertisement led to an application. This is limited to advertising measurement and does not affect 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.

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 may use cookies and analytics to understand usage and improve the site. 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: 30 June 2026.