Privacy Policy

1. What we collect

When you use Dwello, we may collect:

Your contact details: your name and email address (so we can send your report).
Property details: the property address, property type, and approximate age you enter.
Your photos and notes: the images you capture and any comments you add. These photos may incidentally contain personal information or images of people, possessions, or surroundings.
How you heard about us, if you tell us.
Basic technical data: standard information your device or browser sends when you use a website (for example, general device and usage data).
Your account: if you use the Dwello dashboard, your sign-in email, the properties you save, your notes, your scorecard and your buying preferences, and the questions you ask Ask Jack.
Messages you send us: if you use our contact form or the Help and Feedback options in the dashboard, your name, email address, phone number (if you give it), what the message is about and the message itself. If you enquire about becoming a referral partner, also your business name, trade and the areas you service.
Quote requests: if you request a quote from an inspector, your name, phone number, email address, the property address and, if you choose to include it, your Dwello report findings.
Email activity: whether our emails reached you, and whether you opened them or clicked a link in them (see section 7A).

Please only submit photos you're entitled to take and share, and avoid capturing other people or their personal information where you can (see our Terms of Use).

2. How we collect it

We collect this information directly from you when you use the app, the dashboard or our contact form. The contact form uses Cloudflare Turnstile, a check that tells people and automated spam apart; it looks at technical signals from your browser and doesn't set advertising cookies.

3. Why we collect it and how we use it

We use your information to:

Generate and deliver your report, including processing your photos and notes to produce the analysis.
Improve the Service: for example, using de-identified findings and corrections to refine how the AI analyses photos.
Reply to you when you contact us, and pass your quote request to the inspector you asked for.
Contact you about your report, your account or the Service, including a short follow-up after your report (for example, asking how it went or whether you'd leave a review). You can unsubscribe from these at any time (see section 7A).

We will not use your information for unrelated purposes without your consent.

4. How your photos are processed (and where)

To generate your report, your photos and the details you provide are sent to third-party service providers that we use to run the Service:

Google (Gemini API): our AI provider. It processes your photos and notes to produce the analysis in your report, and answers questions you ask Ask Dwello.
Supabase: stores your account, submissions, photos and reports, and runs the systems that produce them.
Resend: sends our emails, including your report.
Cloudflare (Turnstile): checks that submissions from our app come from a person, not an automated bot. It collects technical information from your browser and device for this purpose only. See Cloudflare's Turnstile Privacy Addendum.
Netlify: hosts our website.
Google (Maps Platform): suggests addresses as you type a property address in our app or dashboard. What you type in the address box is sent to Google to find matching addresses.
Property listing data providers: when you paste a listing link into the dashboard, we send that link (never your name, email or photos) to a third-party listing data provider to look up the listing's price, features and inspection times.
Google Analytics: see section 7B.

These providers may store or process your information outside Australia (for example, in the United States or India). By using the Service, you consent to this overseas processing. We take reasonable steps to use reputable providers, but we recommend you only submit photos you're comfortable being processed in this way.

5. How we use your photos to improve accuracy

Beyond generating your report, we may use your photos and notes, and any corrections identified through our own testing, to improve the accuracy of the Service: for example, refining the instructions we give the AI based on patterns we identify.

We do not use your photos or notes to train or fine-tune a third-party AI model. If that ever changes, we will ask for your separate, explicit, opt-in consent first.

6. Who we share it with

We don't sell your personal information. We share it only:

with the service providers described in section 4, so they can perform their function for us;
with a building inspector, when you request a quote: the details you enter in the request and, if you tick the option, your report findings, so they can call you back;
where we're required or authorised by law; or
with your consent.

7. Storage and security

We take reasonable steps to protect your information from misuse, loss, and unauthorised access, including limiting who can access submissions. No system is perfectly secure, and we can't guarantee absolute security.

7A. Emails from us

We email you your report and anything needed to use the Service. After your report we may also send a small number of follow-up emails, such as asking about your experience. Every follow-up includes an unsubscribe link; once you unsubscribe we won't send you any more of them. Emails about your report or account (for example, a sign-in link) are still sent, because the Service needs them.

Our emails may use standard tracking (a small image and link redirects) that tells us whether an email was delivered, opened or clicked. We use it to see whether our emails are useful and reaching people, and to stop emailing addresses that bounce.

7B. Cookies and analytics

On our public web pages we use Google Analytics to understand how people find and use Dwello, for example which pages are visited and whether the app is started. Google Analytics uses cookies and similar technologies, and the information it collects is processed by Google. We never send it your photos, notes, property address, name or email address.

If you sign in to your Dwello dashboard, we store a sign-in token in your browser so you stay signed in. It is used only for that.

You can block or delete cookies in your browser settings, or opt out of Google Analytics with Google's browser add-on.

8. How long we keep it

We keep your information for as long as you have access to Dwello: for a subscription, the paid period. After your access ends we may delete your account and everything in it. You can ask us to delete your information at any time (see section 10) and we'll do so unless we're required by law to keep it. When we delete an account, your photos, reports, notes and email history go with it. Messages you send through the contact form are kept so we can answer them and follow up, and you can ask us to delete them.

9. Children

Dwello is not intended for anyone under 18, and we don't knowingly collect information from under-18s.

10. Accessing, correcting, or deleting your information

You can ask us to access, correct, or delete the personal information we hold about you. Contact us at info@dwello.au and we'll respond within a reasonable time. There's normally no charge.

11. Complaints

If you have a privacy concern, please contact us first at info@dwello.au and we'll try to resolve it directly and promptly.

12. Changes to this policy

We may update this policy from time to time. The "last updated" date at the top shows when it last changed. If we make a material change, we'll take reasonable steps to let you know.

13. Contact us

Dwello Australia, info@dwello.au