Privacy Policy

Last updated: 8 October 2026

OnTools AI is operated by Dale Ingvarson (ABN 20 765 627 014), Perth WA ("we", "us", "our"). You can contact us at hello@ontools.ai or on 0435 357 753 (Mon–Fri 8am–5pm AWST).

We take your privacy seriously. This policy explains how we collect, use, share, store and protect personal information — including call recordings — in line with the Australian Privacy Principles (APPs) in the Privacy Act 1988 (Cth).

1. What information we collect

From website visitors and people who contact us

• Details you enter in our contact form, such as your name, business name, phone number, email address and trade
• Technical information collected when you visit our website, such as your IP address, browser and device type, the pages you visit and whether you arrived from one of our ads (see section 8)
• Anything you tell us when you email or call us

From our customers (business subscribers)

When you subscribe to OnTools AI and set up your AI receptionist, we collect:

• Your name, business name and ABN (if you give it to us)
• Email address, mobile number and your current business phone number
• Trade type and service area
• Business details for your AI receptionist, such as your services, business hours, greeting, urgent keywords and how you want calls handled
• Billing details: payments are processed by Stripe. Stripe collects your card details — we never see or store your full card number. We receive your name, email, business name, trade, mobile, plan and payment status.
• If you ask us to connect ServiceM8, the access details for your ServiceM8 account

From callers to our customers' AI receptionists

When someone calls a business that uses OnTools and the call is answered by its AI receptionist, we collect, on behalf of that business:

• The call recording and transcript
• The caller's phone number (caller ID, where available)
• The caller's name, address and job details, and anything else the caller chooses to say
• Whether the job is urgent, and any preferred callback time
• Call details such as the time and length of the call

From callers to our demo line

When you call our demo line (08 6010 4680), we collect the call recording, the transcript, your phone number and anything you tell the AI. The demo answers as a sample plumbing business, so please don't share real personal details you don't want recorded. Demo calls are used only to show how OnTools works, to improve it, and to contact you about OnTools if you ask us to during the call.

Businesses we contact about OnTools

If we contact your business about OnTools, we use business contact details the business has published, for example on its website or in a business directory: business name, trade, area, business phone number and business email. We use them only to contact you about OnTools. We check phone numbers against the Do Not Call Register before calling. You can ask us to stop contacting you and to delete your details at any time by emailing hello@ontools.ai.

2. How we use your information

We use the information we collect to:

• Provide and operate the OnTools AI receptionist service — answering calls, creating call summaries, and sending them to the business by email (and, where the business has turned this on, an SMS alert for urgent jobs)
• Transfer urgent calls to the business owner's mobile or another number the business chooses, where the business has turned this on
• Set up and configure your AI receptionist with your business details
• Process your subscription payments
• Respond to enquiries and call you back if you've asked us to
• Communicate with you about your account, service updates, or support requests
• Fix problems and improve how our AI receptionists handle calls
• Measure whether our advertising leads to enquiries and sign-ups (see section 8)
• Meet our legal obligations, such as tax record-keeping

We don't use callers' information for our own marketing, and we never sell personal information.

During a call, the AI decides from what the caller says whether the job looks urgent and, where the business has turned this on, whether to put the call through to the business owner. The business receives the full summary and decides what to do about the job.

3. Who we share information with (including overseas)

The business you called. If you call a business that uses OnTools, your details, the call summary and (on request) the recording go to that business. It handles them under its own privacy practices.

Our service providers. These providers process personal information on our behalf to run OnTools (Google also uses Google Ads data for its own purposes, as explained below):

Each of these providers has its own privacy policy governing how it handles data. We encourage you to review them.

Overseas disclosure. Because some of these providers are overseas, personal information will be disclosed to recipients in the United States and the European Union (including the Czech Republic), and may be processed in other countries where these providers or their sub-processors operate. Before we disclose personal information overseas, we take reasonable steps to make sure the recipient handles it consistently with the Australian Privacy Principles — for example, by using established providers that commit to data-protection terms.

We may also disclose personal information if the law requires it, or where it's needed to prevent a serious threat to someone's life, health or safety.

4. Call recordings and transcripts

Every call opens with a short line telling callers they're speaking with the business's AI assistant and that the call is recorded. If you don't want to be recorded, you can hang up and contact the business another way.

Calls answered by an OnTools AI receptionist are recorded and transcribed by Retell AI. Recordings and transcripts are:

• Used only to run the service: to capture the caller's details, send the call summary to the business, and fix problems with how the AI receptionist handles calls
• Handled by the providers listed in section 3, and not shared with anyone else except the business the caller rang (or where the law requires)
• Available to the business on request while they're kept (see section 6)
• Never used for our own marketing or sold

If you called a business that uses OnTools, we handle your information on that business's behalf. You can ask that business, or us, for access to or deletion of your recording and details, and we'll work with the business to respond.

5. Data storage and security

Your details, call recordings and transcripts are handled by established providers — Retell AI (voice agent), Twilio (phone numbers) and Google Workspace (email) — and sent between our systems over encrypted connections. We also take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure, including:

• Using encrypted HTTPS/TLS connections for our website and for the data our systems exchange with our providers
• Protecting our provider accounts and admin tools with passwords or access keys
• Limiting access to personal information to people who need it to run the service
• Using established service providers with their own security programs

Information is stored by the providers listed in section 3, mainly in the United States and the European Union. Like all phone calls, calls to an AI receptionist travel over the normal phone network before they reach our providers, and SMS alerts are sent over the phone network. No method of sending or storing information is completely secure, but we work to keep your information safe. If we become aware of a data breach that is likely to cause serious harm, we'll notify the people affected and the Office of the Australian Information Commissioner (OAIC) as the law requires.

6. Data retention

We keep personal information only for as long as we need it:

• Call recordings and transcripts are kept by Retell AI for 90 days after each call and then deleted automatically, or sooner if the business asks us to. Our copies of call summaries are kept while the business's service is active and deleted within 90 days after it ends.
• Automation logs kept by Make are deleted automatically after the limited period set by our Make plan.
• Summary emails and SMS alerts received by a business are kept by that business in its own email and phone.
• Demo line calls are deleted when we no longer need them to show or improve the service, or sooner if you ask.
• Customer account and billing records are kept while your subscription is active and afterwards for as long as the law requires (for example, tax records are generally kept for 5 years).
• Contact form messages are kept for as long as we need them to respond and follow up, and deleted on request.

7. Access, correction and deletion

Under the Australian Privacy Principles, you can:

• Access — request a copy of the personal information we hold about you
• Correction — ask us to correct any inaccurate or out-of-date information
• Complaint — complain if you believe we have breached the Australian Privacy Principles (see section 9)

You can also ask us to delete your personal information, subject to any legal obligation we have to keep it.

To make a request, email hello@ontools.ai or call 0435 357 753. There's no charge to ask. We may need to confirm your identity, and we'll respond within 30 days. If we can't do what you've asked, we'll tell you why.

8. Cookies and advertising

Our website (ontools.ai) uses the Google tag for Google Ads. It helps us measure whether our ads lead to enquiries and sign-ups, and Google may use it to show OnTools ads to people who have visited our site. The tag sets cookies and sends Google information such as your IP address, browser and device details, the pages you visit on our site and whether you arrived from one of our ads. Google handles this information under its own policies — see how Google uses information from sites that use its services.

You can opt out of personalised ads at Google My Ad Center, and you can block or delete cookies in your browser settings. Our site still works if you block cookies.

Our pages also load fonts from Fontshare and Google Fonts, which receive your IP address and browser details when a page loads, and our website host (Netlify) keeps standard server logs. We don't use any other analytics or tracking tools, and we don't sell data to advertisers.

Our setup form saves your unsent answers (such as your name, email, phone numbers and business details) in your browser's local storage on that device, so you can finish later. They're deleted when you submit the form, and a draft older than 30 days is discarded the next time the form is opened. Our checkout confirmation page also saves your Stripe checkout reference on that device for up to 30 days, so your setup link still works if you come back later. You can clear them at any time by clearing your browser's site data for ontools.ai.

9. Complaints

If you have a concern about how we've handled your personal information, please email hello@ontools.ai with the details. We'll acknowledge your complaint within 7 days and aim to resolve it within 30 days.

If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or on 1300 363 992.

10. Changes to this policy

We may update this privacy policy from time to time. Changes will be posted on this page with an updated "last updated" date, and if we make a significant change we'll let our customers know by email. We encourage you to review this page periodically.

11. Contact us

If you have any questions about this privacy policy or how we handle your data, please contact us: