Privacy Policy

1. About this policy

This policy explains how the business trading as Crying Out Loud and Agentools (ABN 23 916 263 148) (“we“, “us“) collects, uses, stores and shares personal information when you use our products and services. Those are:

• the Agentools HDR Photo and Agentools Floor Plan iOS apps (previously HDR Photo App and COL Plans);
• the related ordering, processing, delivery and support services;
• our websites, agentools.com.au and cryingoutloud.com.au, and our communications with you.

Together these are the “Services“. We handle personal information in line with the Australian Privacy Principles (APPs) in the Privacy Act 1988 (Cth).

2. Information we collect

Account and contact details. Your name, email address, mobile number, agency name, and your sign-in details for the apps.

Property and project information. Property addresses, project names, and the photos, floor scans, floor plans, markups, notes and instructions you capture or upload.

Images of people. Property photos may capture people, personal belongings or documents in a home. Please avoid capturing these where you can.

Floor scan data. In Agentools Floor Plan, room measurements captured with your iPhone’s LiDAR sensor, and the calculated floor area.

Orders and payments. What you ordered, prices, invoices, billing contact, and for Account billing the payer, cap and billing day. Card payments are handled by a secure third-party payment provider; we see only limited details such as card brand and last four digits, never your full card number.

Device and technical information. Device type, operating system, app version, push notification token, IP address, and diagnostic logs created when something goes wrong.

Website cookies. Our website uses cookies to keep you signed in and to make the site work. We also use analytics cookies to understand how our website is used. We do not use third-party advertising cookies. You can block cookies in your browser settings, but some parts of the site may not work.

Communications. Emails, feedback, support requests and edit instructions you send us.

We do not knowingly collect information from anyone under 18. The Services are for real estate professionals.

3. How we collect it

We collect information directly from you when you sign up, complete your profile, capture or upload content, place orders or contact us. We also collect it automatically when you use the apps and our website. Sometimes we receive it from others, such as your agency (for example, the agency that names you on its account), our payment provider (payment status) and Apple (push notification delivery).

The camera, LiDAR sensor and photo library are used only when you choose to use a feature that needs them. Your device asks your permission first.

4. How we use it

We use personal information to:

• provide the Services: process and deliver your photos and floor plans, and keep your projects and files organised;
• create and manage your account, including Account billing for your agency;
• take payments, issue tax invoices and receipts, and handle refunds;
• send service messages, such as “your photos are ready” notifications and order emails;
• give support, investigate problems and keep the Services secure;
• improve the Services, using de-identified or aggregated information where possible;
• send news and offers, but only where you have agreed. Every marketing email has an unsubscribe link;
• meet legal, tax and accounting obligations, and resolve disputes.

We do not sell personal information.

We do not use your photos or content to advertise our business without your permission.

5. AI and automated processing

Some Services use artificial intelligence (AI) provided by third-party technology providers. This includes:

• photo enhancement and edits, such as HDR blending, Day to Dusk, Virtual Staging, decluttering, sky and lawn, and Edit Requests.

When you use these features, your content is sent to those providers to be processed. Our providers may retain the content you submit and may use it to operate, develop and improve their services, including to train AI models. Each provider does this under its own terms. We ask for your agreement before you first use these features. If you do not want your content used this way, please do not use the AI features. Contact us and we will discuss alternatives.

These tools change images for you to review. We do not use them to make decisions that significantly affect you, such as approving or refusing services or setting prices.

6. Who we share it with

We share personal information only as needed to provide the Services. We share it with:

• technology providers that help us run the Services, including cloud hosting and database, sign-in, file storage and delivery, payment processing, email delivery, push notifications and AI processing (see section 5);
• your agency, where you order under an agency Account. The payer and the agency see your orders on the monthly invoice (agent name, property address, items and amounts);
• professional advisers such as our accountant and lawyers, and authorities where the law requires or allows it;
• a buyer or successor of our business, under confidentiality, if the business is sold.

We choose providers that apply recognised security standards. We share only what each one needs to do its job.

7. Overseas disclosure

We are based in Australia. Several of our technology providers store or process information overseas, mainly in the United States,, and may also use facilities in other countries where they operate. Before disclosing information overseas, we take reasonable steps so that these providers handle it consistently with the Australian Privacy Principles. Those steps include using providers with appropriate contractual and security protections.

8. Storage and security

Information is stored with our suppliers’ cloud services. Measures we use include:

• encryption in transit;
• access controls that limit each user to their own projects;
• keeping supplier keys on our servers and never in the apps or your browser;
• payment card processing handled entirely by our payment provider.

No system is completely secure. If a data breach is likely to cause you serious harm, we will notify you and the Office of the Australian Information Commissioner (OAIC) as the law requires.

9. How long we keep it

• Your projects and delivered files: kept while your account is active so you can access your projects, and deleted or de-identified within 12 months after your account closes. You should keep your own copies.
• Source files held by our photo-processing provider: no longer available for edits about 7 days after the shoot. The provider may keep them for longer under its own terms (see section 5).
• Order, payment and invoice records: kept for at least 5 years, as required by Australian tax law.
• Deleted bracket sets and projects: deleting one in the app removes it from your device straight away.
• Other information: deleted or de-identified once we no longer need it.

10. Deleting your account

You can delete your account in the app (Settings › Account › Delete Account) or by emailing support@agentools.com.au. We will delete or de-identify your personal information within 30 days. We keep only what we must hold by law (such as tax records) or need to resolve an open dispute.

11. Access and correction

You can ask for a copy of the personal information we hold about you, or ask us to correct it, by contacting us. We will respond within 30 days. We will not charge you to make a request, but we may charge a reasonable fee for providing access. If we refuse, we will explain why.

12. Complaints

If you have a privacy concern, please email office@cryingoutloud.com.au with the details. We will acknowledge your complaint within 5 business days and aim to resolve it within 30 days. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC): www.oaic.gov.au, 1300 363 992.

13. Changes to this policy

We may update this policy as our Services or the law change. The current version is always at this page, with its date. If we make a material change, we will tell you by email or in the app before it takes effect.

14. Contact us

Crying Out Loud | Agentools · ABN 23 916 263 148
App support: support@agentools.com.au
General: office@cryingoutloud.com.au

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