Privacy Policy

1Who we are

Monoframe (“Monoframe”, “we”, “us”) is software for real estate media businesses (“suppliers”) and the real estate businesses they work for (“companies”). It covers bookings, scheduling, editing, delivery and invoicing. You can reach us at [email protected].

2Information our customers enter

Much of the information in Monoframe is entered by suppliers and companies about their own staff, clients and properties: for example, the vendor’s phone number on a booking or the photos of a home. We hold and process that information on their behalf and according to their instructions and settings.

If your details are in Monoframe because a business booked or worked on a job you’re involved in, for example as a vendor, tenant or listing agent, please contact that business first. We’ll help them answer your request, and you can always contact us directly.

3What we collect

• Account and profile: name, email address, phone and mobile numbers, profile photo, role, and sign-in records. Passwords are stored only as a one-way hash; we can’t read them.
• Business details: business and office names, addresses, tax numbers, branding, products and price lists.
• Jobs: property addresses and map coordinates, appointment times, access details (such as key pick-up arrangements or keysafe codes), vendor or tenant names and phone numbers, the agents and staff on a job, answers to booking questions, notes and comments.
• Media and documents: photos, video, floorplans, 3D tour links, documents and other files uploaded to jobs.
• Staff start locations: the address an on-site staff member starts their day from (often their home), used to estimate drive times. Only people who manage staff, and the person themselves, can see it. Companies never see it.
• Billing: subscription status, invoices, and records of payments between suppliers and companies. Card payments for Monoframe subscriptions are handled by Stripe; we never receive or store full card numbers.
• Connected accounts: if a supplier connects Google Calendar, the information described in section 5.
• Technical information: IP address, browser and device details, server logs and error reports, used to keep the service running and secure.

4How we use it

• To provide Monoframe: taking bookings, scheduling staff, moving work through editing and review, delivering media, and issuing invoices.
• To send service emails and in-app notifications, such as booking confirmations, delivery notices and invitations. You can turn many of these off in your notification settings.
• To keep accounts and data secure, prevent misuse and investigate problems.
• To give support. With a recorded reason, our support staff may sign in as a user for up to an hour to look into an issue. Every change they make in that session is logged.
• To fix and improve the service, using error reports and usage patterns.
• To meet legal, tax and accounting obligations.

We don’t sell personal information, and we don’t use it for advertising.

5Google user data

Google Calendar

A supplier can connect a Google account so confirmed jobs appear as calendar events. When they do, we ask Google for access to Google Calendar (https://www.googleapis.com/auth/calendar) and use it only to:

• read the connected account’s primary calendar address, so we can show which account is connected;
• create two calendars in that account, “Monoframe — Onsite” and “Monoframe — Client Bookings”;
• create, update and delete events on those two calendars for the supplier’s confirmed jobs, inviting the assigned on-site staff and the company’s staff on each job.

We don’t read, copy or analyse any other events or calendars in the account. The access token Google gives us is stored encrypted and used only for the purposes above. Disconnecting Google Calendar in Monoframe revokes our access with Google and stops syncing. You can also remove access at any time at myaccount.google.com/permissions.

We don’t share Google user data with anyone except the invitees of the events we create, as described above, and the infrastructure providers listed in section 6 that we need to run the service. We don’t sell it, use it for advertising, or use it to train artificial intelligence or machine learning models.

Monoframe’s use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

Google Maps

Address search and drive-time estimates use Google Maps Platform, which receives the addresses you look up. Google’s use of that information is covered by the Google Privacy Policy.

6Who we share it with

• The businesses you work with through Monoframe. Suppliers and companies see the information they need for the jobs between them, according to each one’s settings and permissions.
• People you send media to. Anyone with a delivery link can view what that link shares.
• AI editing services a supplier connects. A supplier can connect its own account with an AI photo editing service (currently Imagen, by Imagen AI). When it does, the photos it picks for editing from property shoots are sent to that service, edited, and the results brought back into Monoframe. Only the photos and a project name made from the job’s reference and product go; no contact details are sent. The service handles the photos under its own terms with that supplier.
• Service providers who run parts of Monoframe for us, under contracts that limit how they use the data:
  • Render: application hosting and database
  • Cloudflare: network, security and file storage
  • Backblaze: storage of original media files
  • Amazon Web Services: email delivery and backups
  • Stripe: subscription payments
  • Google: maps, address search, drive times and, when connected, Google Calendar
  • Sentry: error reports
• Advisers and authorities where reasonably needed, such as our accountants and lawyers, or when the law requires it.
• A buyer or successor if Monoframe’s business is sold or restructured, subject to this policy.

7Storage outside Australia

Our providers store and process information outside Australia, including in Singapore, where our application and database are hosted, and in the United States and other countries where they operate. We take reasonable steps to make sure they protect it in a way that’s consistent with the Australian Privacy Principles.

8Security

Information travels over encrypted connections (HTTPS). Passwords are hashed and connected-account tokens are encrypted. Access inside each business is limited by role and permission, and actions taken by our platform staff are recorded in an audit log. We keep backups. No system is perfectly secure, so if you think your account has been compromised, change your password, use “sign out everywhere”, and contact us.

9How long we keep it

• We keep account and business information while the account is active, and afterwards only as long as we need it for the purposes in this policy.
• Each supplier decides how long finished jobs stay active before they’re archived.
• Deleted files can be restored for 7 days, then they’re permanently removed. Copies may remain in backups for a limited time.
• Invoices and payment records are kept for as long as tax law requires.

10Your choices and rights

• Access and correction: update most details yourself in your profile and settings, or ask us for a copy of, or correction to, your information.
• Notifications: choose which emails you receive in your notification settings.
• Connected accounts: disconnect Google Calendar at any time.
• Closing an account: contact us. Information that belongs to a business, such as its jobs and invoices, stays with that business.
• Complaints: email us and we’ll respond within 30 days. If you’re not satisfied, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.

11Cookies and browser storage

Monoframe uses your browser’s storage to keep you signed in and to remember preferences, such as your menu layout and the office you last worked in. We don’t use advertising or cross-site tracking cookies. Our pages load fonts from Google Fonts, which receives your IP address when it serves them.

12Children

Monoframe is a business tool and isn’t intended for anyone under 18.

13Changes to this policy

We’ll update this page when our practices change and show the new effective date at the top. For significant changes we’ll also tell account holders by email or in the app.

14Contact us

Questions, requests or complaints about privacy: [email protected].