Privacy Policy

Tracehome is a home-records service for Australian homeowners: a dashboard that keeps your property’s trade history, maintenance schedule, documents, and related information in one place. Tracehome is a trading name of Trace Home Pty Ltd (ABN 46 701 371 682), a company based in Western Australia. In this policy, “Tracehome”, “we”, “us”, and “our” refer to that operator.

If you have any question about this policy or how we handle your information, contact us at hello@tracehome.com.au.

We collect the following kinds of personal information:

• Account details — your name, email address, and authentication credentials. Passwords are handled by our authentication provider; we do not see or store them in plain text.
• Property information — the addresses you add, and information we derive or obtain about those properties, such as the local council, connected utilities, geocoded address identifiers, and (where enabled) cadastral and hazard data.
• Home records — trade and job history, appliances and assets, maintenance events, and documents you upload (for example invoices, manuals, warranties, and photos), plus records added by tradespeople you connect or engage.
• Information before you create an account. A tradesperson using ServiceM8 may complete a job at an address and share related job details with us so we can create a property record for that address. That can include the property address, job description, dates, notes, photos or attachments, and the contact name and email on the job. We may hold this on a staging (unclaimed) record until someone claims the property or the information is no longer needed. We may also send a transactional email or link so the homeowner can access or claim the record.
• Payment information — when you subscribe or make a booking, our payment processor (Stripe) collects and processes your payment details. We do not store full card numbers; we receive limited information such as a payment confirmation and card type.
• Usage and device information — technical data such as your IP address, device and browser type, pages viewed, and actions taken, collected through cookies and similar technologies. Where we enable analytics or error-monitoring tools, they may also collect this kind of information.
• Information from third parties — where you connect a tradesperson’s ServiceM8 account, or where we enrich a property using government and data sources (for example geocoding and land data), we receive information from those sources.

We use personal information to:

• provide, maintain, and improve Tracehome and its features;
• build and enrich your property records and generate reminders and alerts;
• answer questions you ask about your property, extract details from documents you upload, and interpret job requests — including by processing that content with AI service providers (see section 04);
• create and maintain property records, including staging records from trade jobs before a homeowner claims them;
• connect you with tradespeople and facilitate bookings, dispatch, and payments;
• facilitate bookings and related payments (including job charges and payouts via Stripe);
• process subscriptions, payments, and refunds;
• respond to your enquiries and provide support;
• send transactional messages about your account, property records, handovers, claims, bookings, and security;
• send updates about Tracehome or related offers only where the Spam Act allows — typically with your consent or as otherwise permitted — and with a way to opt out of promotional messages;
• protect against fraud, misuse, and security risks; and
• comply with our legal obligations.

We disclose personal information to:

• Service providers who help us operate Tracehome. Today that includes hosting and file storage (Vercel), database and authentication (Neon), email delivery (Resend, with Brevo as a secondary provider — Brevo also receives emails and attachments you forward to yourTracehome email-in address), address lookup and mapping (Google — receives addresses you type when adding a property), payment processing (Stripe), and AI processing (OpenAI — used when we answer your questions, extract details from documents you upload, or generate indicative job estimates — with Anthropic as a fallback for document extraction). They may access information only to perform services for us, and some may store or process information outside Australia (see section 06).
• Tradespeople you connect or engage, and tradespeople who send job records. When you connect a tradesperson or make a booking, relevant property and job information is shared with them so they can provide the service. A tradesperson who has worked at your property may also send job records (and related contacts on the job) into Tracehome so a property record can be created or updated — including before you have an account.
• For bookings. When you book a tradesperson, we share with them the information needed to quote, schedule, and do the work (such as your name, contact details, property address, and job description). Stripe processes payments and may receive your payment details and related transaction metadata; we receive limited confirmation information, not full card numbers.
• People you add to a property. You can invite other people — for example a partner or co-owner — to share a property’s records with you. What they can see and do depends on the role you give them: view only, or also add and change timeline entries and documents. You can change someone’s role or remove their access at any time from the People tab.
• Professionals you invite. You can give a conveyancer or a listing agent read-only access to a property’s records. They can see the property details, its documents, and its timeline. They cannot change anything, and they cannot use the AI features. Access runs for a set period — by default 42 days for a conveyancer and 30 days for a listing agent — and you can end it earlier from the People tab. Documents downloaded under this access are recorded against the property.
• AI assistants you connect. You can allow an AI assistant you use (for example Claude or ChatGPT) to work with selected property records through an open standard called the Model Context Protocol. You choose which properties and which record types it can read — appliance and warranty details, documents, or work history. Separately, and only if you turn each one on when connecting, you can also allow it to add to those records: file new documents, add work-history entries, and add items or update their details. A connected assistant can never delete or replace anything, and everything it reads or adds is recorded against the property. What that assistant’s provider does with information it reads is governed by that provider’s own terms and privacy policy. You can end an assistant’s access at any time from Settings → Connected AI; access also lapses on its own after 90 days without use, and ends when your account closes.
• Authorities and others where required or authorised by law, or to protect the rights, property, or safety of you, us, or others.
• A successor in connection with a sale, merger, financing, or transfer of our business or assets.

Commercial use of data. We may share, disclose, or sell de-identified or aggregated information — information that does not identify you — to third parties, and we may use it for research, analytics, and commercial purposes, including the development of new products and insights. We do not sell the contents of your document vault. De-identified or aggregated information is not a substitute for selling your identifiable document vault contents, which we do not do. We will update this policy before any new commercial use of personal information that this policy would not already reasonably cover.

We use cookies and similar technologies to keep you signed in and remember preferences. We may also use non-essential cookies or similar tools to understand how Tracehome is used, when those tools are enabled. When you first visit, we ask whether we may use non-essential cookies; essential cookies that keep you signed in always run. You can change your choice at any time — manage your cookie preferences — or control cookies through your browser settings. Disabling some cookies may affect how parts of the service work.

Some of our service providers store or process information outside Australia — for example Vercel, Neon, Stripe, Resend, Google, OpenAI, and Anthropic may process data in the United States, and Brevo in the European Union, among other countries where they operate. Where we disclose personal information overseas, we take reasonable steps to ensure it is handled consistently with the Australian Privacy Principles, including through our contracts and provider settings where available.

Access to your information is limited to you, the people and tradespeople you share it with, and authorised personnel and service providers who need it to operate Tracehome. We use measures such as encryption in transit and access controls to protect information. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.

If we become aware of a data breach that is likely to result in serious harm, we will assess it under Australia’s Notifiable Data Breaches scheme and, where required, notify the Office of the Australian Information Commissioner and affected individuals.

We keep personal information for as long as your account is active and as long as we need it for the purposes described in this policy, to run the service, or to meet legal, accounting, or reporting requirements. For unclaimed (staging) property records created from a trade job, we aim to keep only what is needed for claim and recent job context, and we take reasonable steps to delete or de-identify information when it is no longer needed. We keep payment and booking records for 7 years from the transaction, for disputes, accounting, tax, and legal obligations. When information is no longer needed, we take reasonable steps to delete or de-identify it. A home you have moved out of stays on your account, read-only, for as long as your account is active, and is removed when you close your account.

If you close your account, we delete your property records, your documents and the files behind them, your timeline, and your saved devices, and we remove your sign-in details — once the deletion completes, your email address and password can no longer be used to sign in. Deleted records remain in database and file backups for up to 7 days before those backups roll over. Closing your account cannot be undone. Signing up again later with the same email address creates a new, empty account; it does not restore anything. What we keep is the payment and booking record described above, with your name, email address, and property address removed.

You can access and update much of your information directly in your Tracehome account. You may also ask us to provide access to, or correct, the personal information we hold about you, or to delete your account. If we hold information about you from a trade job or handover and you do not have an account, you can still contact us to ask about access, correction, or deletion. We may need to verify your identity. We will respond within a reasonable time (usually within 30 days). Contact us at hello@tracehome.com.au.

If you believe we have mishandled your personal information, please contact us first at hello@tracehome.com.au so we can try to resolve it. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

Tracehome is intended for people aged 18 and over. We do not knowingly collect personal information from children.

We may update this policy from time to time. When we make material changes, we will update the “last updated” date above and, where appropriate, let you know. Your continued use of Tracehome after a change means you accept the updated policy.