Privacy policy

Who we are

This policy belongs to Redigi Pty Ltd, ABN 46 683 525 859, trading as Hey Rova. In this policy, "we", "us" and "our" mean Redigi Pty Ltd.

We provide marketing and technology services to real estate agencies across Australia. That means when you talk to an agency's Facebook page, comment on a listing, or receive an email from an agent, the machinery behind it is often ours.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the thirteen Australian Privacy Principles, and we do not rely on the small business exemption, whatever our turnover. We also follow the Spam Act 2003 (Cth), the Do Not Call Register Act 2006 (Cth) and the Australian Consumer Law.

Who this covers

This policy applies to four groups of people:

• Buyers and enquirers. Anyone who messages, comments, taps a chat button, or asks about a property through something we run.
• Property owners and potential sellers. Anyone who engages with marketing aimed at people thinking about selling.
• Visitors to our websites. redigi.com.au, heyrova.com, my.redigi.com.au and the listing pages we host.
• Our clients and their teams. The agencies and agents who engage us.

Who owns what

This is the part most marketing companies leave vague, so we will be specific.

The real estate agency owns the leads. When you enquire about one of their properties, that enquiry and everything sensitive in it belongs to the agency. Not to us. We collect it, hold it and work with it on their behalf, and we hand it to them to own for as long as they are our client.

We do not carry you between agencies. When an agency stops working with us, we start again for the next one. One agency's enquiries are never pooled into another's, never carried across, and never sold. There is no shared pot of leads behind the scenes.

What we keep is patterns, not people. We learn from what works, for example that people who ask for a floorplan are likelier to book an inspection. That kind of learning is a number, not a person, and no individual travels inside it.

Both of us are responsible. Owning and holding are different things. While we hold your information we carry the full obligations of the Privacy Act for our copy, and the agency carries them for theirs. Neither of us can point at the other. If you ask us to delete your information we act on our copy immediately, and tell you plainly who to contact at the agency for theirs.

And separately, we act for ourselves. Our own website visitors, our own marketing and our own client relationships are ours, and this policy governs them directly.

One case works differently, and we would rather explain it than let you discover it. If you come to us through Hey Rova, which is our own chat and our own pages rather than an agency's, then there is no agency behind that conversation when it starts. We collect it, and it is ours.

Your details do not go to any real estate agent unless you ask us to introduce you. That is the whole rule, and it is worth being precise about it.

Until you ask, we help you ourselves. We answer your questions, send you things worth knowing about your area and your property, and stay in touch for as long as you find it useful. Plenty of people never want an agent, and that is a perfectly good outcome; we simply keep being useful, and you can tell us to stop at any time.

When you decide you do want an agent and ask us, that request is what allows us to introduce you, and only then do your details reach an agency. If we have no agency in your area yet, we will tell you so rather than pass you to someone unsuitable.

So there is no moment where your information quietly changes hands. It moves when you ask it to move.

What we collect

Depending on how you deal with us, we may collect:

• Who you are. Name, email address, phone number, and the display name and profile picture your social account shows us.
• The identifier the platform gives us. When you message a Facebook Page we receive a Page-scoped ID, and on Instagram an Instagram-scoped ID. It is a code that identifies you to that one business and nobody else, and we use it to keep your conversation together. It is not your Facebook or Instagram account name, and it does not let us find your profile.
• What you say. The content of messages, comments and enquiries, including anything you volunteer such as your budget, your timeframe, or that you have a house to sell. For comments on a post or an advertisement, that means the comment text, the name your account shows, the identifier above, and when you wrote it.
• What you do. Which buttons you tap, which listings you open, which photos and floorplans you ask for, which emails you open and which links you click.
• Your device and connection. IP address, browser, device type, operating system and general location derived from your IP.
• Where you came from. The advertisement, post or link that brought you, including advertising click identifiers and campaign tags.
• Property interest. The properties, suburbs, price ranges and features you show interest in, and what we reasonably infer from that.
• Client and business information. For our clients, the contact and billing details needed to provide services.

We do not seek sensitive information as the Privacy Act defines it, such as health, race or political views. Please do not send it to us in chat.

How we collect it

We collect personal information in these ways:

• Directly from you when you message, comment, fill in a form, book an inspection or email us.
• Automatically as you use our sites and open our emails, through the technologies in section 6.
• From the platforms when you interact with a page or advertisement, Meta or Google pass us information about that interaction. The same would apply to any other platform in section 6 once we switch it on.
• From our clients, including listing and contact records from their CRM.
• From public sources, such as publicly available property information.

Where the law requires it, we will tell you at the moment of collection why we are asking and what happens next, rather than relying on you finding this policy.

Cookies and tracking

We and our partners use the following. This section is deliberately specific, because vague tracking disclosure is the thing regulators most often call out.

Where each of these runs matters, so here is the honest position. This website, heyrova.com, currently fires nothing: no pixel, no analytics, and it sets no cookies at all. The technologies below are the full set we use across our surfaces and our clients' advertising, and we would rather list them all than quietly add one later. If a page is tracking you, that page will tell you.

You can block cookies in your browser, though parts of our sites may then not work. You can turn off email tracking by viewing emails with images blocked.

Advanced Matching

This deserves its own section, because it is genuinely not obvious and most policies bury it.

When we send advertising events to an advertising platform named in section 6, we may include your email address, phone number, name, or location, scrambled through a one-way process called hashing. The platform scrambles the details it already holds the same way, and compares the two. If they match, the platform knows the person who took the action is one of its users.

Being straight with you about what that means: hashing means we are not handing over your raw email address, and a hash cannot practically be turned back into it. But hashing is not anonymity. The whole purpose is that the platform identifies you. Anyone who tells you hashed data is anonymous is being loose with the word.

We do this so advertising can be measured accurately and so we do not waste a vendor's advertising budget showing ads to the wrong people. You can stop it by opting out of marketing with us, and separately by using the advertising controls inside your Facebook or Instagram account, or the equivalent controls on any other platform named in section 6.

The chat marketing layer, and the channels it runs on

Most of what we do happens in private messages, so this section says exactly how that works rather than leaving it inside the general description of our services.

Hey Rova is the name of this part of what we do. It is Redigi Pty Ltd's trading name and the product behind the conversations, and it is the app registered with Meta to send and receive those messages.

What happens when you message an agency. You comment on a listing, tap a message button on an advertisement, or send a direct message to an agency's page. Meta delivers that message to our system within a second or two. We store it, work out what you asked for, and send the reply back through Meta to you. So although the conversation looks like it is only between you and the agency, Redigi's software is receiving, storing and answering it, and that is the thing worth knowing.

The chat wears the agency's brand, not ours. You are dealing with the agency you contacted. Redigi is the machinery underneath, and we do not present ourselves as the agent.

About rova and Cal. rova and Cal are two names for Redigi's own digital assistant, and which one you meet depends on whose page you are on. On Hey Rova it is rova, and on redigi.com.au and in the Redigi Studio it is Cal, named as such. On an agency's page, every message is from that agency, and neither name is used there, because you are dealing with that agent and not with us. If you ask about privacy, the assistant answers only from a cleared list of questions and will pass you to a person rather than improvise about how your information is handled.

Artificial intelligence reads and drafts the replies, and that means your message is sent to an AI provider. To work out what you asked for and write an answer, the content of your message is sent to our AI provider, Anthropic, in the United States, and their model produces the reply. So your words leave our system and are processed by a third party. Under our agreement with them, business data sent through their interface is not used to train their models. If you would rather not deal with software at all, ask for a person and we will hand you to one.

What we do with comments, and what we do not. If you comment on a post or an advertisement, we may reply to you privately in a message, and we may reply publicly under the comment. We do not delete or hide your comment, and we do not post to a page or an account on our own initiative.

ManyChat, while it lasts. Some agency pages still run through a third-party chat platform called ManyChat, which we are replacing with our own system. While a page is still on it, your messages and subscriber record pass through ManyChat's systems in Germany. When a page moves across, that stops.

What we capture from a conversation, and for how long. The message content, the buttons you tap, the property you asked about, the advertisement that brought you, and any contact details you give. It is kept for three years after we last hear from you, then destroyed or stripped of anything identifying you. If you opt in to hear more, that opt-in is recorded with the evidence of how you gave it, and you can withdraw it at any time.

The windows the platforms impose. After you message a page, Meta allows us a limited period to reply. To message you after that we need you to opt in, and we will ask plainly rather than assume.

We market across the channels below, and each has its own rules that we follow. Which of them applied to you depends on how you dealt with us, and we add channels over time as agencies ask for them.

When you message a page, the platform lets us reply for a limited period, and we may ask you to opt in if you want to hear from us after that. That opt-in is a real choice and you can withdraw it at any time.

Why we use your information

We use personal information for these purposes:

• To answer you and give you what you asked for about a property.
• To pass a genuine enquiry to the agent so a person can help you.
• To market property and services, subject to your choices in section 10.
• To measure advertising, so a vendor can be told honestly what their marketing spend achieved.
• To improve what we do, including making our chat more useful.
• To run our business, including billing, records and support.
• To meet our legal obligations and to protect people from fraud and misuse.

Marketing and your choices

We only send you marketing where you have agreed, or where you would reasonably expect it because you enquired with us. Every marketing message identifies who sent it and carries a working unsubscribe.

One opt-out covers everything. You should not have to opt out six times. Tell us to stop on any channel, or email privacy@redigi.com.au, and we will stop on all of them within five working days.

You can also choose to hear less rather than nothing at all, tell us which topics matter, ask us to stop showing you advertising, or ask us to take you out of the advertising audiences we control.

To do any of that, use the unsubscribe link or email privacy@redigi.com.au.

In a chat, you are always in control. You can block or mute the conversation from inside Facebook or Instagram, and you can cut our software off from the business's page entirely through Settings, then Apps and Websites, on Facebook or Instagram. You do not need our permission and you do not have to tell us why.

Automated decisions and AI

We use software and artificial intelligence in our work, and we would rather tell you plainly than leave you guessing. What follows is read from our own register of where software acts, so it changes when the work does.

The information these systems use. What you write in the conversation, the buttons you tap, the listing you ask about and the conversation so far. What you engaged with, the property you showed interest in, and your contact details in a scrambled form so a platform can match them. What you asked for, how far through the conversation you went, and how you engaged. What you engage with, the property you show interest in, how you responded to an advertisement, and what you tell the chat about your own home. Property and market data, and personal information only where a property is tied to you as its owner.

What the software decides on its own, with no person in the loop at the moment it happens:

• The reply you get in chat. You are talking to software, answering from the listing's own facts, until a person steps in. You can ask for a person at any time.
• Which advertising audience you fall into, based on what you have engaged with. It never changes a price you are offered or whether you can get a service.
• The order enquiries are put in, so an agent sees the most urgent first. The agent decides who to contact and when.

Where software does part of the work and a person decides:

• Whether you are marked as someone who may be thinking of selling, from what you engage with or tell the chat. A person then decides whether and how to get in touch.
• A price guide about a property, produced from market data. A person reviews it before it is published, and it is an input to your thinking and an agent's, never a decision made about you. We treat it as in scope because a figure about a home is one people act on.

Where software acts but decides nothing about you. Listing marketing and the welcome line on a listing's chat, written by software from the listing's own facts. Campaign posts wait for a person to press go. The chat's welcome line goes live straight away and a person corrects it afterwards. None of it is a decision about you.

What is not automated at all. No computer decides whether you can buy or rent a property, what price you are offered, or whether an agent will deal with you. Those are decisions people make.

Who we share it with

We disclose personal information to:

• The real estate agency you ask us to introduce you to. No agent sees your details before you ask.
• Advertising and messaging platforms, being Google, ManyChat, Meta today, with LinkedIn, Pinterest, TikTok, WhatsApp (through Meta), X named though not in use yet.
• Technology suppliers who run parts of the machinery under contract. Named, because a list of categories tells you nothing: ActiveCampaign (Redigi's own emails to clients), Anthropic (The models behind listing copy and the listing chat, and the Claude tools our team works with), ClickSend Pty Ltd (Lead alert texts to agents; not in use yet), Cloudflare (Hosts the sites and the studio, and answers DNS), Cyba Studio Pty Ltd (Contracted builders and client servicing, as Redigi's processor), GitHub (The code, and the pipeline that puts things live), GoCardless (Direct debit collection for Redigi's own billing), Google Gemini (Images, video and creative writing from non-personal inputs), Google Workspace (Gmail, Drive, Sheets and Meet: our inboxes, files and meeting notes), Make (Automations between systems; the Seller Finder capture), Resend (Sends every email, including agents' own replies), Stripe (Card payments for Redigi's own billing), Supabase (The base, the system of record, hosted in Sydney), Xero (The books; the invoice sync).
• Professional advisers such as accountants and lawyers, where needed.
• Anyone we must tell by law, or to protect someone's safety.

We do not sell your personal information, and we do not share one agency's enquiries with another.

Outsourcing does not move our responsibility. If a supplier we chose mishandles your information, that remains our problem to answer for.

Our services agreement requires every agency to handle the information we pass them lawfully and properly. That is a term of the agreement, not a hope.

If our business is ever sold or merges, information may transfer with it. Whoever takes it on would be bound by this policy, or would have to tell you before anything changed.

Links to other places. Our messages and pages sometimes link to websites we do not run, including property portals and the agencies' own sites. Once you follow a link you are on their territory and their privacy practices apply, not ours.

Sending information overseas

Our main database is hosted in Sydney, Australia. Some of our suppliers are overseas, so your information may be handled in these places:

Before we send personal information overseas we take reasonable steps to see that it is handled consistently with the Australian Privacy Principles.

A channel marked "not in use yet" is one we offer but have not run for anybody. It is named here because we would rather list it once than quietly add a country later, but nothing has gone there.

How long we keep it

We keep personal information only while we need it, then destroy or de-identify it.

That last one is the exception worth explaining. If you unsubscribe, we keep a minimal record of it forever, because forgetting that you opted out would mean contacting you again after you told us not to. That retention protects you rather than us.

When a period ends we destroy the information or strip it of anything that identifies you.

Children

None of this is meant for children. We do not knowingly collect information about anyone under the age of majority, and we have no reason to: people buying and selling homes are adults.

If you are a parent or guardian and think your child has given us their details, email privacy@redigi.com.au and we will delete them.

Keeping it safe

We protect your information with access controls, encryption in transit, credentials held in a secure vault rather than in code, and access limited to the people who need it.

No system is perfectly secure. If a data breach happens that is likely to cause you serious harm, we will assess it promptly and notify you and the Office of the Australian Information Commissioner as the law requires.

Your rights

You may:

• Ask what we hold about you, and get a copy.
• Correct it if it is wrong or out of date.
• Stop marketing at any time, in one step.
• Ask us to delete it, as described in section 18.
• Ask how we got it, if you did not give it to us directly.
• Complain, as described in section 19.

Email privacy@redigi.com.au. We will respond within 30 days and we will not charge you to ask.

We may need to check it is really you before we act. That is not obstruction, it is the point: handing someone's information to a stranger who claimed to be them, or deleting it on a stranger's say-so, would be the worse failure. We will ask for the least we can get away with.

Someone else can act for you, a family member or a solicitor for instance, but we will ask for proof you authorised them.

These rights are not absolute, and occasionally the law lets us decline part of a request. If that happens we will tell you which part and why, rather than going quiet.

Asking never counts against you. We will not treat you differently, or stop helping you, because you exercised any of these rights.

Deleting your information

You can ask us to delete the personal information we hold about you at any time.

Email privacy@redigi.com.au with the email address, phone number or social account you used. We will confirm within 30 days what we deleted and what, if anything, we had to keep and why.

We may need to keep a small amount, for example a record that you unsubscribed so we do not contact you again, or financial records the tax law requires us to hold. We will tell you if that applies.

If you enquired with a real estate agency through us, they own that enquiry and hold their own copy. Deleting ours does not delete theirs. We will act on ours, and tell you exactly who to contact at the agency so you can ask them too. We will not leave you to work that out.

Step-by-step instructions, including how to cut our software off at the Facebook or Instagram end, are on our data deletion page.

Complaints

Tell us first. Email privacy@redigi.com.au and we will acknowledge within 5 business days and respond within 30 days.

If you are not satisfied, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au or 1300 363 992. Complaints about spam or telemarketing can go to the Australian Communications and Media Authority at acma.gov.au.

Changes

We may update this policy as our services change or the law does. The current version always sits at this address with the date it took effect. If a change materially affects you, we will tell you.

Contact us

Redigi Pty Ltd, trading as Hey Rova
ABN 46 683 525 859
PO Box 2, Brunswick South VIC 3055, Australia
privacy@redigi.com.au
1300 287 682