Privacy Policy

This policy explains what personal information MAPLE AI (ABN 60 486 796 983) collects when you or your organisation uses Maple, how we use it, and the choices you have. It is written to comply with the Australian Privacy Principles under the Privacy Act 1988 (Cth).

1. Who we are

“Maple”, “we”, “us” and “our” refer to MAPLE AI (ABN 60 486 796 983), based in Sydney, Australia. Maple provides an AI platform that helps property managers coordinate maintenance requests across phone, SMS, and email.

2. Information we collect

We collect personal information in the following ways.

Account information

When you or your organisation creates an account, we collect names, work email addresses, phone numbers, job titles, and organisation details. If you sign in through a third-party provider, we receive the profile fields that provider is configured to share.

Communications content

Maple records, transcribes, and stores communications that flow through the platform. This includes phone calls placed to or received from Maple numbers, SMS messages, emails, and any attachments. These communications may contain personal information about tenants, landlords, contractors, or other third parties that your organisation chooses to route through the service.

Operational and usage data

We collect device information, IP addresses, log data, approximate location derived from IP, and information about how you interact with the dashboard.

Cookies and similar technologies

We use a small number of first-party cookies to keep you signed in and to remember UI preferences, and we use privacy-respecting analytics to understand how the product is used. We do not use third-party advertising cookies. You can clear or block cookies in your browser, though some parts of the product will not work without them.

3. How we use information

• To operate, maintain, and improve the Maple service.
• To route, transcribe, summarise, and respond to communications on behalf of your organisation, including using AI models to draft and send responses.
• To authenticate users and secure the platform against abuse.
• To provide customer support and respond to requests.
• To comply with legal obligations, enforce our terms, and protect the rights and safety of users and third parties.

4. AI processing

Maple uses third-party large language model providers (Anthropic and OpenAI) to generate transcripts, summaries, and responses. Communications content is sent to these providers strictly for the purpose of producing output for your organisation. We contract with providers that commit not to train their foundation models on our API data.

5. Who we share information with

We share information with the following subprocessors, each of which is contractually required to protect it and use it only to deliver services to Maple:

• Twilio: voice and SMS telephony.
• Amazon Web Services: application hosting and infrastructure.
• Anthropic: AI language model processing.
• OpenAI: AI language model processing.
• Postmark: transactional email delivery.

We may also disclose information where required by law, to enforce our agreements, or in connection with a merger, acquisition, or sale of assets (in which case we will provide notice before personal information is transferred).

6. International data transfers

Some of our subprocessors operate outside Australia, including in the United States. Where we transfer personal information overseas, we take reasonable steps to ensure the recipient is bound by obligations comparable to the Australian Privacy Principles.

7. Your rights

Under Australian privacy law, you may:

• Request access to the personal information we hold about you.
• Request that we correct information that is inaccurate or out of date.
• Request that we delete your personal information, subject to legal obligations.
• Complain about our handling of your personal information.

To exercise these rights, email sunny@maplemanage.com. We will respond within a reasonable period, usually within 30 days. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

8. Data retention

We retain personal information for as long as your organisation has an active account. After an account is closed, we delete or de-identify personal information within 30 days, except where we are required to keep it to comply with a legal obligation, resolve a dispute, or enforce our agreements.

9. Security

We protect information with a combination of encryption in transit and at rest, access controls, audit logging, and regular review of our vendors. No system is perfectly secure; if we become aware of a breach that affects your personal information, we will notify you in accordance with the Notifiable Data Breaches scheme.

10. Children

Maple is a business-to-business product and is not intended for children under 16. We do not knowingly collect personal information from children.

11. Changes to this policy

We may update this policy from time to time. When we do, we will revise the “Last updated” date above and, for material changes, give you additional notice (for example, by email or an in-product notice).

12. Contact

For any question about this policy or about the personal information we hold, contact us at sunny@maplemanage.com.