Privacy policy

Hatcel Pty Ltd is an Australian company based in Sydney. This policy covers the Hatcel platform your staff log into, the booking pages and customer portal your customers use, and hatcel.com.

Your venue is the owner of its customer data. We hold and process it on your behalf so the platform can run, and we do not sell it or share it with other operators.

Two kinds of data: what your venue gives us to run the platform, and what your customers give you when they book.

• Venue and staff details: names, emails, phone numbers, roles and login records
• Customer details your bookings create: name, email, phone, booking history, waivers, family members and payment records
• Phone calls made to numbers running through Hatcel, including recordings and transcripts
• Technical data: IP address, device and browser, and pages visited, used to keep the platform secure and working

Where your venue uses the Hatcel phone system, calls to your number are recorded and transcribed and stored against the customer record inside your own account only.

You configure the notice callers hear and the retention window. It is your responsibility as the venue to make sure callers are told, and Australian recording law applies to you as the party recording the call.

Card payments are processed by our payment provider on your own merchant account. Hatcel never stores full card numbers. We keep the transaction record, the amount, the method and the outcome so bookings and reporting reconcile.

We use a small number of service providers to run the platform, covering hosting, payment processing, telephony and the email and SMS your venue sends. Each is bound to use the data only to provide that service, and none of them get it for their own purposes. We can name them on request.

Data is held in cloud infrastructure and may be processed outside Australia by those providers. We keep venue and customer data for as long as your account is active. When you leave we give you your data back, and we delete or de-identify what we no longer need to keep for legal or accounting reasons.

Under the Australian Privacy Act, an individual can ask for a copy of their personal information and ask for it to be corrected. Customers should ask the venue they booked with first, since the venue holds the relationship. If a request reaches us, we will point it to the right venue or help you action it.

You can reach us any time to ask what we hold, request a correction, or raise a complaint. If you are not satisfied with our answer, you can escalate to the Office of the Australian Information Commissioner.

Access is role-based and audited, staff devices are registered rather than sharing a login, and access to production data inside Hatcel is limited to the people who need it to support you. We will tell you promptly if a breach affects your venue's data.

If we change this policy in a way that matters, we will tell you rather than quietly updating the date at the top.