Privacy policy

1. About this policy

OnHoldMusic.ai is operated by [Registered entity name — to be supplied], ABN [ABN — to be supplied]. We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. This policy explains what that means in practice on this site.

Personal information is information that identifies you, or from which you could reasonably be identified — your name and email address, for instance. Your script is not usually personal information about you, but it can contain personal information about other people, which is why we ask you to include only what you need.

2. What we collect

• Your email address, given at checkout so we can send your receipt and your download links, and used to answer your emails to support. If you sign in, we send a link to that address rather than asking you to keep a password.
• Your business name, and your website address if you give us one.
• Your script and the details you put in it or give to the assistant — opening hours, services, phone numbers, the things a caller needs to hear.
• Your choices in the studio: the type of recording, the voice, the music and the phone system you use.
• Your order: what you bought, the amount, the currency, the date, whether it was paid or refunded, and the reference numbers Stripe gives us. We receive the status of a payment, not the card behind it.
• Technical information: a session cookie, the browser and device your browser reports, and server logs. We keep a one-way hash of your IP address rather than the address itself, so we can recognise abuse without keeping a record of where you connected from.

What we do not collect

We never see your card number, expiry or security code. Those are entered on Stripe’s own payment page and never reach our servers. We do not ask for sensitive information such as health, racial or religious information, and you should not put it in a script. We do not track you across other websites, and we do not sell or rent personal information to anyone.

3. Cookies

We use one essential cookie. It is called onhold_session, it holds a random token and nothing else, it cannot be read by scripts in your browser, and it lasts thirty days. It is what lets you start a recording, close the tab and come back to it without creating an account. Blocking it means the studio cannot keep your project.

We do not use advertising cookies. If we use product analytics, the events record the shape of what happened — that a preview was requested, that a checkout started — and never the content of your script, your business name or your email address.

4. Why we collect it

• To produce the recording you asked for and deliver the files to you.
• To take payment, issue a receipt and handle refunds.
• To answer your questions and fix problems with your audio.
• To keep the service working and to detect and prevent abuse and fraud.
• To meet our record-keeping obligations, including tax records.

We do not use your script to train AI models, and we do not give your script to anyone except the service providers listed below, who process it on our instructions so that your recording can be made.

5. Who else handles your information

We use a small number of service providers. Each receives only what it needs to do its part.

• Stripe — payments. Takes your card details directly, tells us whether the payment succeeded, and issues your receipt. Stripe processes payment information overseas, including in the United States.
• Anthropic — the script assistant. When you ask the assistant to draft or change a script, the words of the script and the business details you supplied are sent to be processed. Your email address and your payment details are not sent. Processing occurs overseas, including in the United States.
• Microsoft Azure Speech — voice synthesis. Receives the words to be spoken. We use the Australia East region, in Sydney.
• Cloudflare R2 — file storage. Holds your previews and finished recordings in a private bucket that is not readable without a signed link from us. Cloudflare places objects automatically across its own network rather than in a country we nominate, so a copy of your audio may be held outside Australia.
• Supabase — our database. Holds your project, your script, your order record and your email address. Hosted in Sydney, Australia.
• Fly.io — hosting for the website and the machine that produces the audio. Runs in Sydney, Australia.
• Sentry, where error monitoring is switched on — receives technical reports when something breaks. Script text, business names and email addresses are stripped out before a report is sent. Processing occurs overseas.
• Resend — email delivery. Sends your sign-in links and your download links. It receives your email address and the contents of that message, and processes them overseas, including in the United States.

6. Where your information is kept

Core project data is stored in Australia. The database holding your script, your business details and your order record is in Sydney, the machine that produces your audio runs in Sydney, and the voices are synthesised in Microsoft’s Australia East region.

Some things involve disclosure overseas, and we take reasonable steps to make sure each handles your information consistently with the Australian Privacy Principles: payment processing by Stripe, script drafting by Anthropic, email delivery by Resend, storage of your audio files by Cloudflare, and error monitoring where it is switched on.

Two of those are optional and are yours to decline. If you would rather your script were not sent overseas, write it yourself rather than using the assistant — nothing else in the studio sends your script out of the country. And if you would rather not give us an email address at all, you can buy and download as a guest without creating an account.

7. If you ask us to read your website

Giving us your website address is optional. If you do, we fetch a small number of publicly available pages and pull out facts that help draft your script — your business name, opening hours, phone numbers and locations. We keep those facts with your project so the assistant can use them again. The text we fetch is treated as information about your business and never as instructions to us. Only give us a site you own or are authorised to use.

8. How we protect it

• Everything travels over an encrypted connection.
• Audio files sit in a private bucket. They are reachable only through a signed link that we issue to you and that expires within minutes.
• Session tokens and sign-in links are stored only as a hash, so a copy of our database would not let anyone into your project.
• Access to production systems is limited to the people who operate the service.

No system is perfectly secure. If a data breach ever occurred that was likely to cause you serious harm, we would notify you and the Office of the Australian Information Commissioner as the Notifiable Data Breaches scheme requires.

9. How long we keep it

• Recordings you bought, and the project behind them, are kept so you can download them again.
• Drafts you never bought are kept so you can come back to them. We do not delete them on a schedule — if we said we did, we would have to do it, and we would rather tell you the truth than quote a period. Ask us and we will delete a draft, and everything in it, within thirty days.
• Previews are working files. A project keeps only its most recent preview, and the one it replaces is deleted.
• Order and payment records are kept for five years, which is the minimum period Australian tax law requires business records to be retained. That obligation outlasts a deletion request, so an order record stays even after the project behind it is deleted.
• Session records expire thirty days after they were last used.

10. Seeing, correcting or deleting your information

You can ask us for a copy of the personal information we hold about you, ask us to correct it, or ask us to delete it. Email support@onholdmusic.ai and tell us what you need. We may ask you to confirm your identity — usually by writing from the email address on the order — and we will respond within thirty days.

There are limits. We cannot delete records we are required by law to keep, such as the record of a sale, and deleting a project deletes the recording with it, so download your files first. If we refuse a request we will tell you why in writing.

11. Making a complaint

If you think we have mishandled your personal information, email support@onholdmusic.ai with “Privacy complaint” in the subject line, or write to us at the address above. We will acknowledge your complaint within five business days and respond within thirty days.

If you are not satisfied with our response, you can take the complaint to the Office of the Australian Information Commissioner: oaic.gov.au or 1300 363 992.

12. Changes to this policy

We may update this policy as the service changes. The current version and its effective date are shown at the top of this page. If a change materially affects how we handle information we already hold, we will tell the customers it affects.

13. How to contact us

Email support@onholdmusic.ai, or write to [Registered entity name — to be supplied], [Business address — to be supplied]. Our terms of service and refund policy sit alongside this policy.