Knut Privacy Policy

This policy explains how Knut collects, holds, uses and discloses personal information in connection with customer requests, provider sourcing, bookings, Property & Facilities accounts, communications, payments, supplier recruitment, security and platform administration. Knut is operated by a sole trader under ABN 48 938 844 581, trading as Knut Enterprises.

1. Information Knut may collect

Depending on how you use Knut, information may include your name, email and other contact details; account and authentication information; organisation, property and authorised-user information; service addresses and access instructions; job descriptions; chats and voice or text inputs; photos, documents and other uploads; quotes, bookings, invoices and payment-status records; customer-support and complaint records; provider business details, credentials, insurance information, service areas and availability; consent and communication preferences; device, browser, IP, session, security and audit information; and records needed to detect fraud, abuse or unauthorised access.

2. How information is collected

Knut may collect information directly from you when you register, communicate, upload files, configure a property or organisation, request or perform work, make or receive a booking, contact support or change account settings. Information may also be generated through use of the platform, received from another authorised user in your organisation, received from a provider or customer involved in a job, received from payment or technology providers, or obtained from lawful public business sources when Knut identifies potential service providers. If you sign up or log in with Google, Apple or LinkedIn, that provider shares your name, email address and a unique account identifier with Knut, and confirms your email is verified. Knut does not receive your password for those services. If you use Apple’s Hide My Email, Knut receives a private relay address that forwards to you.

3. Why Knut uses information

Knut may use personal information to create and secure accounts; verify identity, authority and credentials; understand and triage service requests; operate AI-assisted intake; source, compare and match providers; administer quotes, approvals, bookings, work orders and job history; process or reconcile payments and fees; send operational notifications; provide support; prevent fraud, abuse and platform bypass; investigate incidents and disputes; maintain audit and security records; comply with legal obligations; operate supplier recruitment; improve marketplace coverage; diagnose and improve the service; and enforce Knut's Terms.

4. Automated systems and AI

Knut may use automated systems or artificial intelligence to structure service requests, categorise work, identify missing information, assist safety triage, support provider matching, compare responses, detect suspicious activity and assist other platform workflows. These systems may use account, job, location, provider, credential, reliability and platform-activity information. Automated output can be incomplete or mistaken and does not replace professional or emergency judgement. Some decisions about providers are made automatically: Knut reads uploaded insurance certificates and licence details with AI and decides, using fixed rules, whether they are verified (for example whether cover is current, meets the minimum amount and is in the provider's business name). These decisions affect which jobs a provider is offered. A provider can ask for a person to review an automated decision by emailing info@knut.com.au. To read them, Knut sends uploaded licences and certificates to an AI model through OpenRouter, which may process them outside Australia. Knut normally uses AI providers that do not use this content to train their models. If those are temporarily unavailable, Knut may use a free AI model instead so the service keeps working, and the providers of free models may keep what they are sent and use it to improve their models. The same applies to messages sent to the Knut assistant, from which contact details and street addresses are removed first. Knut will keep this policy updated where applicable law requires additional information about automated decisions that could significantly affect an individual's rights or interests.

5. Customers, providers and Property & Facilities accounts

Knut limits information sharing according to the stage and purpose of a job. Before confirmation, providers should receive only information reasonably needed to evaluate an opportunity, and customer direct contact details, unnecessary access details and competing quotes are not intentionally disclosed. Customer-facing comparison tools are designed not to reveal provider direct contact information before booking. After confirmation, the selected provider may receive the address, access instructions and contact information reasonably needed to perform the job. Property & Facilities administrators and authorised users may access information associated with their organisation, properties, jobs and approvals according to their permissions.

6. Public provider sourcing and outreach

Where registered supply is insufficient, Knut may use publicly available business information to identify relevant service businesses and contact them about a specific opportunity or joining the network where lawful. Knut may record the public source, contact outcome and suppression status. Unsubscribe and suppression requests are used to prevent repeated unwanted promotional outreach.

7. Payments

Knut uses payment providers such as Stripe for payment processing and related fraud controls. Knut does not need to store full payment-card numbers in its application database. Payment providers may collect and process information under their own privacy and security terms. Knut may retain transaction identifiers, payment status, fee, refund and reconciliation records needed to administer the service and meet legal or accounting obligations.

8. Service providers and disclosures

Knut may disclose information to service providers where reasonably necessary to operate the platform, including hosting and database providers, object-storage and security services, payment processors, email or messaging providers, AI or software-service providers, professional advisers and authorities where disclosure is required or authorised by law. Knut seeks to limit disclosures to information reasonably necessary for the relevant function and does not sell personal information as a standalone product.

9. Overseas processing

Some technology providers used by Knut may process or store information outside Australia, including in the United States and other countries in which those providers or their subprocessors operate. Vendor locations can change. Where cross-border disclosure obligations apply, Knut will take reasonable steps required by Australian privacy law and maintain appropriate records of material data flows and providers.

10. Uploads and attachments

Customer and job files are intended to be stored in private object storage rather than public website directories. Access is controlled through authorised application requests and, where used, time-limited download links. Supported files may be quarantined until security or malware checks complete. Do not upload unnecessary sensitive information, passwords, payment-card numbers or identity documents unless Knut expressly asks for them for a legitimate workflow.

11. Security and data breaches

Knut uses safeguards appropriate to the information and service, which may include authenticated sessions, email verification, multi-factor authentication for sensitive access, role and organisation access controls, private storage, encryption or hashing of security material, rate limiting, audit records, credential masking, file scanning and monitoring. No internet service can guarantee absolute security. If Knut becomes aware of a suspected data breach, it will assess and respond to the incident and make notifications required by applicable law.

12. Retention and deletion

Knut retains personal information only for as long as reasonably required for the purposes described in this policy, including active account and booking administration, fraud and security prevention, dispute handling, accounting, tax and legal obligations, and the establishment or defence of legal claims. Retention periods differ by record type. When information is no longer reasonably required and no lawful retention basis remains, Knut will take reasonable steps to delete or de-identify it.

13. Access and correction

You may ask Knut for access to personal information it holds about you or ask for inaccurate information to be corrected. Knut may need to verify your identity before responding and may refuse or limit access where permitted or required by law, explaining the basis where appropriate. Account deletion requests are subject to lawful retention requirements and outstanding transactions or disputes.

14. Marketing and communication preferences

Operational, security, booking and account messages may be sent where reasonably necessary to provide the service. Optional customer marketing consent is separate from acceptance of the Terms and Privacy Policy. Promotional communications include an unsubscribe mechanism where required. Knut records suppression preferences so a person or business that opts out is not intentionally re-added to the same type of marketing outreach without a valid basis.

15. Cookies, sessions and technical data

Knut may use cookies, local storage or similar technologies required for authentication, security, preferences and application operation. Technical and usage information may be used to protect the service, diagnose faults and understand product performance. If Knut introduces non-essential advertising or analytics technologies that require additional notice or consent, the relevant notices and controls will be updated before those technologies are enabled.

16. Children

Knut is designed for adults and organisations arranging or providing property and trade services and is not directed to children. A person who lacks legal capacity to enter a booking should use Knut only through an authorised adult or organisation where appropriate.

17. Privacy complaints

Privacy enquiries, access and correction requests, and complaints should be sent to info@knut.com.au, quoting ABN 48 938 844 581. Please provide enough information for Knut to understand and investigate the issue. Knut aims to acknowledge a privacy complaint within 7 days and provide a substantive response within 30 days where reasonably practicable. If Australian privacy law applies to the matter and you remain dissatisfied, you may be able to complain to the Office of the Australian Information Commissioner at oaic.gov.au.

18. Changes to this policy

Knut will update this policy when its information-handling practices or applicable requirements materially change. The effective date at the top identifies the current version. Material changes will be communicated where required or reasonably appropriate.

19. Contact

Knut is operated by a sole trader under ABN 48 938 844 581, trading as Knut Enterprises. Privacy and data-handling enquiries should be sent to info@knut.com.au.

This policy is tailored to Knut's current Australian marketplace architecture and is intended to remain consistent with the Australian Privacy Principles where they apply. Independent Australian privacy-law review is recommended before material scale or material changes to data practices.