Privacy Policy

Last Updated: 23 September 2025

Privacy Policy Summary

We collect personal information from you when you use our Services, including your name and contact details for the purpose of providing the Services to you. Billing and payment information is not controlled or managed directly by us, and is managed by our third-party payment providers, Stripe and PayPal, who have their own privacy practices and policies.

The personal information that we hold may be stored on cloud storage services located in Australia.

We may disclose your personal information within our organisation, to trusted service providers, and to government or other parties as required by law. If you use certain products or devices with our Services, some information may be disclosed to service providers in China.

If you wish to correct, access the personal information we hold about you, or make a complaint about our privacy practices, you can contact us at [email protected].

Please read our Privacy Policy in full for full details.

1. Our Commitment to Privacy

Mobile Auto Tech Expert Pty Ltd ACN 685 827 721, its subsidiaries and affiliates in Australia (collectively MATE, we, us, our) is committed to protecting your personal information in accordance with this Privacy Policy.

This Privacy Policy sets out how and why we use your personal information when you access and use our website, services and/or otherwise communicate and engage with us (our Services) in accordance with the Privacy Act 2001 (Commonwealth) (Privacy Act). It also explains certain legal rights that you have under privacy and data protection laws.

Please read this Privacy Policy along with our Terms of Use. Capitalised terms not defined in this Privacy Policy have the meaning set out in our Terms of Use.

This Privacy Policy applies to our websites, social media accounts and communications only, and does not apply to any third-party websites, plug-ins or applications that are linked in the Services. Third-party websites may be governed by their own terms and conditions and privacy practices. We will not be liable for the privacy practices of any third parties. Your use of third-party websites is at your own risk.

If you have any questions about this Privacy Policy, you are welcome to contact us through the details in paragraph 11.

2. Collection of Personal Information

2.1 What personal information we collect

We may collect and hold the following types of personal information:

Contact information: name, address, email address, phone number, and other similar contact details.
Identifying information and vehicle information: date of birth, driver's licence number, vehicle registration number, VIN numbers, vehicle make and model, vehicle usage and diagnostic details.
Location data: information about the geographic location of your vehicle or Device used in conjunction with the Services, which may be collected via GPS or similar technologies embedded in or connected to the vehicle, a Device or your mobile device when using our services.
Financial information: We use third-party payment gateways, Stripe and Paypal (each a Payment Gateway), to collect and process credit card, billing and bank information. This information is held by and managed by the Payment Gateway and the relevant bank, held on the servers and systems of the Payment Gateway or bank, and is not held, collected or controlled by us. You must ensure that you agree to the Payment Gateway's terms and conditions and policies before using their payment system, including via the Services: Stripe Privacy Policy, Paypal Privacy Statement.
Transaction information: Information related to purchases, orders, or services requested, activity details of any purchases, preferences, interactions and details of your communications with us.
Usage information: information relating to your interactions with our services, including login details, service history, support queries, preferences, and device usage statistics and how you use our Platform, products, and services.
Other information: Any other information you voluntarily provide to us, including through any AI chat functionality.

2.2 How we collect personal information

We may collect and hold personal information in the following ways:

directly from you, when you provide it to us, including where you contact us, enquire about our Services, sign up for our mailing list, use certain functions in our Services, use any of our artificial intelligence (AI) tools, post a review or rating, register for an account with us, make a purchase or otherwise use our Services;
automatically through use of cookies, which is a small data file transferred to your device by websites for the purposes of Service functionality and to provide more relevant information to users of the Services, which you can disable via your browser preferences - this may affect functionality of our Services;
automatically through use of tracking technologies and analytics tools, including but not limited to, location tracking where you give consent to do so, and when you connect a Device to the Services;
from third parties, such as third-party background screening providers, Government websites, registers and authorities, service providers, mechanics, business partners, network and GPS providers;
if you attend an event with, managed, delivered or held by us, we may take images or audio-visual records which identify you; and
from publicly available sources, including social media platforms.

2.3 Anonymity

Where possible, you may contact us anonymously or using a pseudonym, such as if you call us with a general enquiry or email, however for the function of most of our Services, you will need to provide true and accurate contact details. If we do not collect personal information about you, you may be unable to utilise our services or participate in our events, programs or activities we manage or deliver.

2.4 Cookies

Our Services use cookies. A “cookie” is a small file stored on your computer's browser, which assists in managing customised settings of the website and delivering content. We collect certain information such as your device type, browser type, IP address, pages you have accessed on our websites and on third-party websites. You are not identifiable from such information.

You can use the settings in your browser to control how your browser deals with cookies. However, in doing so, you may be unable to access certain pages or content on our website.

3. Use of AI and other features

3.1 Use of AI Tools

We may collect and hold the following types of personal information:

We may use AI tools or automated technologies to enhance our Services, improve user experience, or assist with data processing. These tools may be used for purposes such as customer support (e.g. chatbots), content recommendations, make product suggestions, automated responses, or analysing trends.
AI tools may process certain personal information, including contact details, messages, behavioural data, vehicle diagnostic information or preferences.
If you choose to input personal information into our AI tools, you acknowledge and agree that you are voluntarily providing that information and that we are not responsible or liable for any unintended disclosure, misuse, or processing of such personal information by the AI or any third-party AI tool or provider.
Our AI tools should not request sensitive personal information from you and you should avoid submitting sensitive personal information (such as government identification numbers, health or financial information) to such AI tools. We take reasonable steps to ensure AI use is compliant with applicable privacy obligations, but cannot guarantee the security of information you choose to input beyond what is necessary for the Services.

3.2 Use of Third-Party AI Services

Our Platform integrates with third-party AI services, including OpenAI's ChatGPT, Google Gemini and Meta AI (3P AI Providers), to provide enhanced functionality such as chat assistance, diagnostics, recommendations, etc.
When you use these AI features, the information you provide, including any personal or sensitive data you submit, may be transmitted to and processed by the third-party AI provider in accordance with their Privacy Policies: OpenAI Privacy Policy, Google Gemini Privacy Policy and Meta AI Privacy Policy.
We encourage you to avoid sharing sensitive personal information through AI features and ensure you understand that data submitted may be stored or used by the third party as outlined in their terms and privacy policy. We are not liable or responsible for information provided to 3P AI Providers.

3.3 Automated decision making

Our Platform uses AI to make recommendations and suggestions. We do not rely solely on AI to make decisions that have legal or significant effects on individuals.

3.4 Location and Diagnostic Data

If you use a Device with our Platform, it may include GPS capabilities for the purpose of enhancing vehicle diagnostics, trip logging, or user experience. By using such Device, you expressly acknowledge and consent to the collection, processing, and use of your vehicle diagnostic data and location data.

3.5 Use of Anonymised Data for AI Training and Improvement

We may use anonymised and aggregated data collected through our Services to train, improve, and develop AI systems and related technologies. This data is stripped of personal identifiers and cannot be used to identify any individual. The use of anonymised data helps us enhance the quality, accuracy, and functionality of our AI-powered features while maintaining your privacy.

4. Purposes for collecting, holding and using Personal Information

4.1 Purposes

We collect personal information reasonably necessary to carry out our business, to assess and manage our user's needs, and to provide our Services. We may also collect information to fulfil administrative functions associated with these services, for example billing, entering into contracts with you and/or third parties and managing client relationships.

We may use personal information for the following purposes:

providing the Services, products or information requested by you;
processing transactions, registering and managing your account with us;
communicating with you, including responding to enquiries, complaints and providing support;
to fulfil and manage orders for goods or services made via the Platform;
sending promotional materials, newsletters, and other marketing communications;
planning, managing, advertising and administering programs, events, competitions and performances;
improving our products, services, facilities and website and enhancing your user experience, including tracking usage and behaviour of our Services to improve functionality and user experience;
for identification or verification purposes, including to comply with our legal obligations and to prevent fraud, money laundering and terrorism;
recruitment purposes (including for volunteers, internships and work experience);
to manage and work with our service providers;
conducting research and analysis to enhance our business operations, including for the purpose of improving customer satisfaction, tailor products and promotional offers to you;
to conduct investigative, fraud and scam prevention activities;
complying with legal obligations, requests from Governmental or regulatory bodies and agencies, and protecting our rights and interests;
other purposes as expressly provided at the time of collection or which are authorised under law, for which you have provided consent;
improve the accuracy of diagnostics;
to provide recommendations or suggestions for vehicle repair, maintenance and products;
to assist you to book third party service providers (such as mechanics);
to provide cost estimates and forecasting;
provide context-aware features; and
analyse travel patterns to optimise performance.

If we do not collect the aforementioned personal information, we may not be able to perform our Services, purposes or related functions.

In general, the legal ground for which we collect your personal information is for the legitimate purpose of offering, providing and/or tailoring our Services to, and otherwise engage and communicate with you.

4.2 Direct marketing

You expressly consent to our use of your personal information, except sensitive information within the meaning set out in the Privacy Act, for direct marketing purposes and for us to contact you for the purposes of direct marketing. We may contact you in a variety of ways, including by email, phone in accordance with relevant laws, social media, mail, SMS, MMS and telephone.

You may opt-out of receiving marketing communications at any time by clicking ‘Unsubscribe' on our promotional emails, or using the opt-out facility included in our other electronic messages (such as SMS or MMS) or by contacting us using the details provided in paragraph 11.

If you unsubscribe from direct marketing communications, we may still communicate with you for non-direct marketing purposes, including as required for your use of the Services.

5. How we hold and keep your personal information secure

All personal information we collect may be held in paper-based files or on secure cloud storage services located in Australia, the United States of America, Singapore and other countries as set out below.

We take reasonable steps to ensure personal information we hold about you is kept secure in accordance with the Privacy Act. This includes taking appropriate physical and technological security measures, including using password-protected encrypted servers secured with SSL certificate, and careful selection of staff and third-party service providers.

In some cases, we may print personal information (such as names, addresses, and contact details) where necessary to fulfil orders made via our Platform. We take reasonable steps to protect physical records from misuse, loss, unauthorised access, modification, or disclosure. This includes restricting access to authorised personnel and securely disposing of printed materials when they are no longer needed. All printed personal information is handled in Australia.

We may use the following third party providers to support the Services, such as payment processing, cloud hosting, marketing and communication. Below is a list of Service Providers we use, why we use them and what kind of data we share with them:

We may store personal information using Odoo for customer relationship management and marketing purposes. Odoo stores such information in Australia. Personal information stored on Odoo is subject to their Privacy Policy. Backups of the information may be held in Canada, France, Belgium and/or Netherlands.
Amazon Web Services (AWS)

While we endeavour to protect your personal information, no method of transmission over the internet or electronic storage is 100% secure, and we cannot guarantee absolute security. You understand and agree that your disclosure of personal information to us is at your own risk.

We recommend that you take measures to protect your personal information, including by keeping your account details confidential, setting a unique and strong password, limit and monitor access to your devices and log out after use. If you become aware of any unauthorised access to your account, please let us know as soon as possible.

6. How long do we keep your personal information for

We destroy or de-identify personal information in a secure manner when we no longer need it. We may aggregate anonymous data for statistical analysis.

7. Purposes for disclosing your personal information

7.1 Who we may disclose to

We may disclose personal information to the parties below for the following reasons:

Our directors, officers and employees: Your personal information may be disclosed to and accessible by our directors, officers and employees for the for the purposes set out in paragraph 4.1.
Our related bodies corporate: We may disclose your personal information to entities that are considered our ‘related body corporate' under the Corporations Act 2001 (Commonwealth) for the purposes set out in paragraph 4.1.
For users: The purposes for which we may use and disclose your personal information will depend on the services we are providing you. For example, if you have used the Services to book a third party service provider, we may disclose information about you to such service provider.
Service providers: The service providers may have access to, or we may disclose your personal information to our trusted third-party service providers who assist us in operating our business and services for the purpose of performing their services to us. Such service providers may include accountants, financial advisors, tax advisors, legal advisors, translators, administrative support providers and IT service providers. The purposes for which these parties may use your personal information may include:
- administering billing and payments and debt recovery;
- planning, managing, monitoring and evaluating our services;
- training staff, contractors and other workers;
- risk management and management of legal liabilities and claims (for example, liaising with insurers and legal representatives);
- responding to enquiries and complaints regarding our services;
- receiving or giving business advice; and/or
- responding to subpoenas and other legal orders and obligations.
Technology tools/platforms: When using our Services, your personal information may be processed by 3P AI Services and third party technology tool providers or platforms used to provide features of our Platform, such as Odoo and [please provide the entity in China that receives the location information].
Parties required by, or reasonably necessary to comply with law or government requests: We may disclose your personal information to parties, such as government authorities, legal or regulatory authorities, where we are required to comply with laws, regulations, legal processes or government requests or otherwise where reasonably necessary for us to comply with law or government requests.
Successors: Your personal information may be transferred to the acquiring entity or organisation in the event of a merger, acquisition, sale of all or a portion of our business for the purpose of effective that transaction and you expressly consent to such transfer.

7.2 Overseas disclosure

Some personal information collected through our Services may be transmitted to or processed by third-party service providers located outside Australia. In particular, vehicle-related data (including personal information such as location, usage diagnostics, or identifying details) transmitted via the Device (if applicable) may be sent through a SIM card connection and processed on servers located in China.

By using our services, you acknowledge that your personal information may be disclosed to entities located outside Australia. While we take reasonable steps to ensure that overseas recipients handle personal information in accordance with the Act and the Australian Privacy Principles, you acknowledge that we cannot guarantee the same level of protection as under Australian law.

If you do not wish for your personal information to be disclosed or processed in this way, please do not use the Device or associated services.

You expressly agree that you consent to the disclosure of personal information to parties in the aforementioned countries, and subclause 8.1 of the Australian Privacy Principles does not apply to the disclosure.

8. How you may access and correct Personal Information held by us

You have the right to request access the personal information we hold about you and seek corrections if necessary. To exercise these rights, please contact us using the details provided in paragraph 11.

We may ask you to verify your identity before providing you with access to personal information. We may decline your request to access or correct your personal information in certain circumstances in accordance with the Australian Privacy Principles. If we do refuse your request, we will provide you with a reason for our decision and, in the case of a request for correction, we will include a statement with your personal information about the requested correction.

We may charge you the reasonable cost for giving access in accordance with Australian Privacy Principle 12.

9. How you can make a complaint

You may make a complaint about our privacy practices, by contacting us using the details provided in paragraph 11.

All complaints will be dealt with in a fair and timely manner, taking into account the circumstances of the complaint. We endeavour to investigate and provide a response to complaints within 30 days of receipt of the complaint, however if further time is required due to the complexity of the complaint, we will inform you.

If you are dissatisfied with the outcome of the complaint or the way in which the complaint was handled, you may contact the Office of the Australian Information Commissioner.

10. Changes to this Policy

We may change this Privacy Policy from time to time by updating this page, with or without notice to you. We recommend that you visit our website regularly to keep up to date with any changes.

11. Contact us

If you have any concerns, complaints or requests in relation to this Privacy Policy or your rights under the Privacy Act or other relevant privacy law, please contact us at [email protected].