Privacy Policy

This Privacy Policy explains how Keyhive.com.au Pty Ltd (ACN 677 972 922, ABN 51 677 972 922) ("we," "us," or "our") collects, uses, holds, and discloses your personal information in connection with our real estate services and supporting technology (the "Services"). We comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Age requirement: You must be 18 years or older to create an account, list a property, submit an offer or enter an appointed service. Information about another person who is under 18 may be handled where reasonably necessary and permitted by law.

Anonymity and pseudonymity (APP 2): Where lawful and practicable, you may interact with us anonymously or under a pseudonym. However, this is generally not practicable where a service involves regulated real estate transactions, identity checks or obligations under the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth) and the Real Estate and Business Agents Act 1978 (WA).

1. Information We Collect

Personal Information

When you register for an account or use our Services, we may collect:

• Contact information (name, email, phone, postal address)
• Identity verification details (driver's licence, passport, date of birth)
• Property information (addresses, ownership details, listing descriptions)
• Financial information related to transactions (deposit amounts, preferred settlement dates)
• Communication records (messages, support requests, transaction correspondence, and calls and SMS with our business phone lines — see below)
• Emergency contact details (name, phone, relationship), if you choose to provide them

Identity and Biometric Information

Identity documents and biometric information require additional care. Biometric information used to verify identity is sensitive information under the Privacy Act 1988 (Cth).

• Government-issued identity documents (driver's licence, passport)
• Biometric information collected during identity verification (your selfie and the liveness check)

We collect biometric information only with consent and where it is reasonably necessary for our functions or activities. We may require identity verification to meet applicable obligations or manage fraud and unauthorised listings. You may ask us about or withdraw consent for processing that relies on consent by contacting privacy@keyhive.com.au, but we may be unable to continue providing services that depend on verified identity.

Pre-Account Property Management Invitations

Where our agents create a property listing under an appointed service before you have created a KeyHive account, we collect:

• Your email address and phone number
• Your name and the property address for the listing
• A record of how and when we collected your details

Why: to create your listing and keep you informed about offers and key updates while we manage your property sale.

We provide an appropriate collection notice and keep the information only for as long as it is needed for the permitted purpose or an applicable record-keeping requirement.

You can request access or correction, or ask us to delete information we no longer need, by emailing privacy@keyhive.com.au. Creating a KeyHive account gives you direct control over available listing and account information.

Business Phone Line Communications (Calls and SMS)

When you call or exchange messages with a KeyHive business number, we may collect:

• Messages sent to or from the business number
• Call details (phone numbers, time, and duration)
• A transcript or summary where that functionality is used and an appropriate notice has been provided

We use this information to respond to enquiries, administer the applicable service, maintain appropriate records and protect users and the Platform.

Communications may be processed using automated tools to create operational summaries and follow-up actions. You can request access to or correction of these records as explained in Section 5 by emailing privacy@keyhive.com.au.

Identity Verification

When you verify your identity, you provide:

• A government-issued ID (driver's licence or passport)
• A selfie with a liveness check
• Device details for security purposes
• Your consent and a record of when it was given

Verification is performed by an approved identity-verification provider. We retain the information necessary to administer the verification and meet our legal obligations.

Document Verification

An identity-verification provider may check document details with the relevant issuing authority or an authorised verification service. We provide an appropriate notice and obtain consent where required before conducting a check.

Social Login

If you create an account using a social login provider, we may receive:

• Basic profile information (name, email, profile picture)
• An account identifier from the social platform (used to link your account)
• Any additional information you authorise the social platform to share

We request only the minimum information needed. You can revoke our access at any time through your account settings on the relevant platform.

Referral Programme

When you sign up as a Referral Partner, we collect:

• Your name, email, and phone number (for programme administration and reward processing)
• Your referrer type (for example, friend/family, mortgage broker, conveyancer)
• Your unique referral code and attribution history

We may use a first-party attribution cookie to recognise a referral or campaign source. See Section 6 and our Cookie Policy.

Technical Information

We automatically collect:

• Device information (IP address, browser type, operating system)
• Usage data (pages visited, time spent, features used)
• Location data (only if you enable location services)
• Cookies and similar tracking technologies (see Section 6)

2. How We Use Your Information

We use your personal information to:

• Provide the selected service: operate Free listing and self-serve tools, or deliver appointed agency services where the seller has signed an Authority to Act
• AI-assisted analysis: generate property valuations, market analysis, pricing recommendations, and listing content. We apply human review where the output is used by KeyHive to provide a regulated service or make a material decision.
• Support transactions: operate offer and workflow tools, and handle contracts, conditions, deposits or transaction coordination only where included in an appointed paid service
• Verify identity: comply with legal obligations and prevent fraud
• Coordinate service partners: engage relevant professional service providers where requested, authorised or reasonably necessary for the selected service
• Communicate with you: send service updates, notifications, and respond to support requests
• Marketing: send property alerts and KeyHive updates, only where you have opted in. You can unsubscribe at any time via the link in any email or in your account settings
• Advertising measurement: measure advertising and lead-generation activity. We may disclose identifiers, including hashed contact information, to advertising and measurement providers. Hashing reduces exposure but may still allow a provider to match the information with an account it holds
• Comply with the law: meet our obligations under Australian privacy, AML/CTF, and WA real estate regulations
• Administer the Referral Programme: track attributions, calculate rewards, process payments at settlement, and send programme updates

Direct marketing: We send marketing communications only with your consent, and you can unsubscribe at any time. We do not sell or rent your email address or phone number to third parties.

Withdrawing consent: To withdraw consent for any processing (including AI-assisted analysis) email privacy@keyhive.com.au. Where withdrawal prevents us from delivering a service, we will tell you.

AI-Assisted Processing

• Property information and market analysis: property details may be processed by AI-assisted tools to generate content or insights. Free tools are self-serve and are not reviewed by an agent unless we expressly say otherwise. A licensed agent reviews output where KeyHive uses it to provide an appointed regulated service or make a material decision.
• Content generation: property descriptions and other content may be drafted with AI assistance. Users must review self-serve output before using or publishing it.
• Purpose limitation: information submitted to an AI-assisted feature is used to provide and administer that feature and for other purposes permitted by this policy and applicable law.
• Your choice: you can choose not to use optional self-serve AI features. For an appointed service, you may ask whether a manual alternative is reasonably available by contacting privacy@keyhive.com.au.

3. When We Share Your Information

We share your personal information with:

• Our licensed real estate agents: to provide an appointed agency service after the seller signs an Authority to Act
• Other users: your property listings and messages when you are buying or selling
• Service partners: professional service providers involved in the selected service or transaction where requested, authorised or reasonably necessary
• Service providers: providers that help us host and secure the Platform, verify identity, deliver communications, process payments, provide electronic signing, maintain accounting records, provide mapping and AI functionality, and measure and improve our marketing.
• Financial and transaction participants: only where applicable to the selected service or transaction and where the disclosure is authorised, reasonably expected or otherwise permitted by law
• Where required by law: to comply with legal processes or government requests, protect our rights or the safety of users, prevent fraud, or meet AML/CTF and identity verification obligations

4. How We Protect Your Information

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. Our measures are reviewed and adjusted as appropriate to the nature of the information and the risks involved.

Notifiable data breaches: If we suspect an eligible data breach has occurred, we will assess it as soon as practicable and notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches scheme.

No online system is completely secure. We use industry-standard practices to reduce risk, but cannot guarantee absolute security.

5. Your Privacy Rights

Under the Privacy Act 1988 (Cth), you can request:

• Access the personal information we hold about you
• Correct information that is inaccurate, out of date, incomplete, irrelevant, or misleading
• Access in a requested format where reasonable and practicable
• Withdraw consent to processing that relies on consent

You may also ask us to delete or de-identify personal information. Australian privacy law does not provide a general right to erasure, but we will assess the request and take reasonable steps to destroy or de-identify information we no longer need for a permitted purpose, unless an applicable law or order requires it to be retained.

How to Make a Request

Email privacy@keyhive.com.au. We may take reasonable steps to verify your identity and will respond within a reasonable period. We do not charge for making an access or correction request. If the law permits a reasonable, non-excessive charge for giving access, we will tell you before incurring it.

6. Cookies and Tracking

We use cookies and similar technologies to deliver and improve our Services. Depending on the page and feature, these may include:

• Website analytics: information about pages visited, device and browser characteristics, referral source and interaction with our website, including behavioural analytics or session recording where enabled. We configure these tools to reduce the collection of information entered into sensitive form fields.
• Advertising measurement: information that helps us measure the effectiveness of advertising and lead-generation activity. Advertising providers may be able to match identifiers, including hashed contact details, with information they already hold.
• Attribution: first-party technology may retain a campaign, advertising or referral source so an enquiry or service activation can be attributed correctly.

Browser controls can block or delete many cookies, but may not stop every pixel, server-side measurement or similar technology. You may ask us not to use your personal information for direct marketing or advertising matching by contacting our Privacy Officer. See our Cookie Policy for more information.

7. How Long We Keep Your Information

We keep personal information only for as long as it is reasonably needed for the purpose for which it may be used or disclosed. The period depends on the selected service, whether a transaction is in progress, the nature of the information, dispute and fraud risks, and applicable legal, accounting and professional record-keeping requirements.

When personal information is no longer needed and no law or order requires us to retain it, we take reasonable steps to destroy it or ensure it is de-identified. We maintain more detailed internal retention requirements for the systems and records we operate.

8. Service Partner Privacy

Depending on the service selected and the user's instructions, we may coordinate with professional service partners involved in a property transaction. KeyHive Free does not include appointment or management of those professionals. We also use technology service providers to operate and support the Services.

9. Overseas Disclosure of Personal Information

We may disclose personal information to overseas service providers that help us provide, operate, secure and improve the Services. Where practicable, the countries in which those recipients are likely to be located include the United States and New Zealand.

• The providers may perform functions including hosting, identity verification, communications, payments, electronic signing, accounting, mapping, AI functionality and analytics.

We take reasonable steps in relation to overseas disclosures as required by the Australian Privacy Principles, subject to any applicable exception.

10. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by email or by a prominent notice on our Platform where appropriate. If a change requires consent, we will seek that consent separately.

11. Contact Us

• Privacy Officer: privacy@keyhive.com.au
• General enquiries: support@keyhive.com.au
• Phone: 0410 631 732
• Mail: Privacy Officer, Keyhive.com.au Pty Ltd, PO Box 3344, Success WA 6164, Australia

12. Complaints

If you are concerned about how we have handled your personal information, please contact our Privacy Officer at privacy@keyhive.com.au.

We will acknowledge, investigate and respond to the complaint within a reasonable period. If we need more time, we will tell you. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

13. AI Data Processing Transparency

• AI-assisted features: we may use AI services to process property information and communications for market analysis, property descriptions, valuation insights and service administration.
• Business communications: we may process business communications to create operational summaries and follow-up actions for our team.
• Data minimisation: we take reasonable steps to limit the personal information used by AI services to what is reasonably necessary for the relevant activity.
• Human oversight: AI output is not the sole basis for a regulated real estate decision. A licensed agent reviews AI output where KeyHive uses it to provide a regulated service or to make a material decision.
• Choices: you can contact us with questions about AI-assisted processing or to request a manual alternative where reasonably practicable.

14. Regulatory Framework

We handle personal information under the Privacy Act 1988 (Cth), the Australian Privacy Principles and the Notifiable Data Breaches scheme, together with any privacy and record-keeping obligations that apply to the service being provided. This policy is governed by Australian law.