Privacy Policy

When a clinic owner signs up and uses ZyncoAI, we collect:

• Business details: business name, industry, address, phone number, opening hours.
• Staff/administrative data: staff names, job titles, email addresses, and calendar availability.
• Caller/patient contact details necessary to book an appointment: name, phone number, and email (where provided).
• Call metadata and transcripts, used to operate the voice receptionist and improve service quality.

In accordance with the My Health Records Act 2012 (Cth), ZyncoAI does not access or integrate with the national My Health Record system.

Ella, the AI voice receptionist, never stores clinical data — no diagnoses, no medications, no test results — and never gives a diagnosis or clinical advice; it only handles booking, rescheduling, and administrative conversation (see AI Transparency for what every caller is told). Staff and practice-management sync imports follow the same rule: only administrative data is imported — name, title, email, and calendar availability. If a connected system (including any FHIR endpoint) returns clinical data such as diagnoses, medications, or test results during an import, that data is rejected and not stored, and the rejected attempt is recorded in our audit log.

Separately, medical and dental practices have an optional feature: a treating doctor or the practice owner can write a clinical note directly into a patient's file from the dashboard — for example, a consultation note. This is role-gated: only the treating doctor (for their own patients) and the practice owner can write or read a clinical note; every other staff role is filtered out at the server and never receives this data. Every clinical note written is recorded in our audit log.

For a practice that uses this optional clinical-notes feature, that is a genuine collection of health information under the Health Records and Information Privacy Act 2002 (NSW)and the Health Records Act 2001 (Vic) — the practice is the entity responsible for that collection, and ZyncoAI stores it securely, role-gated and audit-logged, on the practice's behalf. Booking and calendar administration alone, without using the clinical-notes feature, does not constitute the collection of health information under either Act.

In accordance with the Healthcare Identifiers Act 2010 (Cth), ZyncoAI does not collect or store Healthcare Provider Identifiers (HPI-I) or Individual Healthcare Identifiers (IHI). These are not required for scheduling and are not needed to operate the platform.

• To operate the AI voice receptionist: answering calls, booking, rescheduling, and cancelling appointments.
• To sync appointments with a staff member's connected calendar.
• To send transactional notifications (booking confirmations, reminders).
• Personal information is never used for a purpose other than what is disclosed here or at the point of collection.

Retention differs by data type, and we'd rather state that plainly than imply a uniform policy that doesn't exist yet:

• Call recordings (audio) — where a practice has recording enabled, audio is automatically deleted 90 days after the call. This is enforced by a daily automated job, not a manual process, and a practice owner can delete a recording earlier at any time from the dashboard.
• Call transcripts are not covered by that same 90-day deletion — they're kept indefinitely today, separately from the audio. We're calling this out explicitly because it's reasonable to assume transcript and audio retention match; they currently don't.
• Contact (caller) records, appointments, invoices, and account activity logs are kept indefinitely while your account is active, and are not automatically deleted when a subscription is cancelled or an account is suspended — see Access, correction, deletion & export below for how to request deletion.
• Individual staff can delete a specific contact record from the dashboard at any time; this removes that person's appointment and note history but does not retroactively delete call recordings or transcripts already linked to them (those are unlinked, not erased).

ZyncoAI uses AI to assist with appointment booking. No decisions significantly affecting your rights are made without human oversight — clinic staff review all bookings. Callers are told they are speaking with an AI assistant, Ella, at the start of every call. See our AI Transparency page for the models we use, how they make decisions, and how to request a human instead.

Before any OAuth connection or API sync begins, clinic owners are shown a consent notice describing exactly what will and will not be imported, and must explicitly agree before the connection proceeds. Consent timestamps are recorded in our audit log.

What's genuinely self-service today, and what requires contacting us directly — stated separately so this section doesn't overpromise either way:

• Export (self-service, works today): a clinic owner or authorised staff member can export contacts, appointments, call history, revenue records, and staff data as CSV/Excel/JSON directly from the relevant dashboard page, at any time, with no request needed.
• Correction: staff can correct their own details, and clinic owners can correct contact/caller details, directly in the dashboard. For anything not editable there, email support@zyncoai.com.
• Deletion of a specific contact: a clinic owner can delete an individual caller/ contact record from the dashboard (see Data retention above for what this does and doesn't remove).
• Full account deletion / erasure requests do not yet have a self-service path. If you want your account, or a specific individual's data, deleted beyond what the dashboard controls above cover, email support@zyncoai.com and we will process the request manually. We're stating this plainly rather than implying an automated erasure process exists — it doesn't yet.

Our database and file storage — business records, contacts, appointments, invoices, and call recordings — are hosted in Sydney, Australia (AWS/Neon region ap-southeast-2). That part is a straightforward, unqualified fact: your stored data sits in an Australian data centre.

Voice processing does not stay in Australia, and we want to be precise about that rather than let the storage claim above imply otherwise. To answer a call, audio and the resulting transcript text are sent to overseas AI providers in real time — see Subprocessors below for exactly which ones, what each receives, and where they process it. Card payments, some outbound email, and our Redis cache also involve providers outside Australia. Current infrastructure region status is visible to you directly in Settings → Security & Compliance.

Every third party that receives personal information as part of operating ZyncoAI, what they receive, why, and where they process it:

Every subprocessor above is bound by confidentiality and data-protection terms in our agreement with them. If you connect an additional third party yourself — a practice-management system, an extra calendar — that connection and its data flow are covered under Consent above, not this list, since it's a service you chose to add rather than one we use to run the core platform.

Our marketing site and Help Centre sometimes link to third parties — for example the Square or PayPal checkout pages during signup, or Google/Microsoft's own sign-in and consent screens when you connect a calendar. Those third parties have their own privacy policies, which we don't control and this policy doesn't cover — check their site directly before sharing information with them.

Our marketing site and dashboard use PostHog for product analytics, including session recording. Most input fields are masked by default, with one deliberate exception: email address fields are not masked, so an email typed into a form (e.g. during signup) can appear in a recorded session. We don't currently show a cookie-consent banner, and PostHog begins collecting data when a page loads rather than waiting for opt-in — if you'd prefer not to be tracked, most browsers let you block third-party cookies, which stops it. PostHog cookies are third-party (served from posthog.com infrastructure, not our own domain), and IP addresses are captured by default rather than anonymised. Google Analytics is integrated in code but not currently active on the live site.

We do not sell your personal information, and we do not share it with advertising networks. ZyncoAI has no Google Ads, Meta/Facebook, LinkedIn, or TikTok advertising pixels anywhere on our site or in our product, and we don't run retargeting or ad-audience campaigns — so there's no advertising data flow to disclose. The only analytics we use is PostHog (see Cookies & analytics above), which is product analytics, not advertising.

When you send us a message — through the contact form, the Help widget, or the Support Hub — we collect your name, email, the topic you selected, the message itself, and, optionally, a screenshot you attach and a reference/link (like a call ID or booking) you provide to help us investigate. Every message gets a reference number (e.g. "ZS-1042") so you and we can both track it.

An attached screenshot is validated as a real image before it's stored (decoded and re-encoded, which also strips anything else embedded in the file) — this isn't virus scanning, and we say so rather than imply a stronger guarantee than what actually happens. It's stored privately and only visible to authorised staff.

We use AI (see Subprocessors above) to draft an internal suggested reply, grounded strictly in our own published Help Centre/FAQ content, and to tag the likely topic (e.g. billing, urgent) for routing. That draft is for our staff's eyes only — it is never sent to you automatically; a real person always reviews, edits, and sends the actual reply. If your message isn't in English, we may also generate a machine translation of it for our internal review.

Authorised ZyncoAI personnel may access a business's account and the personal information it holds where necessary to provide customer support, diagnose and resolve technical issues, and operate the platform — for example, investigating a support request you raise, restoring service after an incident, or verifying a reported bug. This access is never used for any other purpose.

All such access is logged in an internal, auditable trail — who accessed the account, when, and why — including cases where a call recording is reviewed to resolve a specific issue, which is separately flagged in that log. Any change made on your behalf during a support session requires additional authentication beyond a normal login and is recorded as performed by ZyncoAI support, distinguishable from your own account activity. You can request a copy of this access history for your account at any time by contacting support@zyncoai.com.

ZyncoAI complies with the Notifiable Data Breaches (NDB) Scheme. If a data breach occurs that is likely to result in serious harm to affected individuals, we will notify the Office of the Australian Information Commissioner (OAIC) and affected individuals as required by law. Our incident response contact is support@zyncoai.com.

If you're unhappy with how we've handled your personal information, tell us first — email support@zyncoai.com with what happened, and we'll investigate and respond.

If you're not satisfied with our response, or want to escalate directly, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) — 1300 363 992, or www.oaic.gov.au. See Data breach notification above for our own obligations if a breach occurs.

ZyncoAI's security practices are informed by the Australian Cyber Security Act 2024 (Cth). Concretely: multi-factor authentication (TOTP) is mandatory for every new account, enforced at login before access is granted; sensitive endpoints (login, voice actions) are rate-limited against brute-force and abuse; every administrative and clinical-record action is written to an append-only audit log; and data is encrypted in transit and at rest. See the data breach notification section above for our incident-response process if a security incident occurs. ZyncoAI has not undergone a formal third-party security audit or certification against the Act — this describes the real controls in place, not a compliance attestation.

ZyncoAI does not currently send discretionary marketing email campaigns. The one promotional channel that exists — platform announcements — includes a working, one-click unsubscribe link on every message (see /unsubscribe), which records the address in our suppression list; every future send checks that list first, so an unsubscribed address genuinely stops receiving promotional email. Every message also identifies the sender: ZyncoAI, Newcastle NSW 2291, Australia, ABN 38 138 129 187 — in accordance with the Spam Act 2003 (Cth).

Transactional emails (such as booking notifications, trial and billing emails) are sent because you have an account with us, not because you opted into marketing — they are exempt from the Spam Act as they are not marketing communications, and continue regardless of promotional-email preference.

In accordance with the Telecommunications (Interception and Access) Act 1979 (Cth), callers are informed at the start of each call that the call may be recorded. This disclosure is logged per call in our audit log. A practice can turn this disclosure off in Settings, in which case it is not given and not logged for that practice's calls.

Where a practice has recording enabled, audio is only ever captured for calls where the disclosure above was actually given, stored securely, and retained for up to 90 days before being automatically deleted. A practice owner can delete a recording earlier at any time from the dashboard.

ZyncoAI is an administrative tool only. It does not provide medical advice, diagnosis, or treatment. Always consult a qualified healthcare professional for medical concerns.

Where a practitioner's title (e.g. "Dr") is imported from a connected practice-management system, that title is provided as-is by your own software and is not independently verified by ZyncoAI. We do not store AHPRA registration numbers and do not make claims about practitioner qualifications.

ZyncoAI is a business tool for clinics and other service businesses — it isn't a consumer product, and it isn't directed at or marketed to children. We don't knowingly collect personal information from anyone under 16. If you believe a child has provided us with personal information, contact us at support@zyncoai.com and we will delete it.

Questions about this policy, or requests to access or correct your personal information, can be sent to support@zyncoai.com.

August 18, 2026 — Added: a children's privacy statement, a general complaints process (including the OAIC escalation path), a third-party-links note, an explicit statement that we don't sell personal information or share it with advertising networks, a description of Support Hub message data, Posted/Effective dates (replacing the single "last updated" label), and this change log. Updated the subprocessors table to add PayPal and to reflect AI Support Assist's use of OpenAI. Clarified that email address fields are a deliberate exception to input masking in session recordings. Nothing was removed.

August 10, 2026 — This policy's previous revision date. A change log wasn't kept before August 18, 2026, so earlier history isn't listed here.