IQFLOW Privacy Policy

IQFLOW Solutions ("IQFLOW", "we", "us" or "our") operates the IQFLOW Cloud platform, the IQFLOW Cloud App for Android, and the website at iqflow.io. The legal entity responsible for these services is IQFLOW Pty Ltd with ABN 72620801461.

This policy explains how we handle personal information when you visit our website, contact us, purchase our products or services, use IQFLOW Cloud or use the IQFLOW Cloud App. It also explains your choices and how to contact us. It applies to people who use our services directly and to people whose information is submitted to our services by a business customer.

1. Our role and our customers' role

An organisation that uses IQFLOW Cloud may decide which devices to connect, what data to collect, which people can access it, how long to keep it, and which alerts or integrations to enable. That organisation is responsible for its own decisions about the information it submits and for informing its staff, customers and other affected people where required. We provide and operate the platform and process that information to deliver the services and according to our agreement with the organisation.

For information that we collect directly through our website, sales, support, billing, and management of the platform, IQFLOW makes the relevant decisions about its use. If your request concerns data controlled by one of our business customers, we may need to refer you to that organisation or work with it to respond.

2. Information we collect

The information we handle depends on how you use IQFLOW:

• Account and contact information: name, organisation, role, email address, telephone number, username, account identifier, support preferences and information needed to verify and administer your account. If you sign in through an external identity provider, we may receive the account details that provider shares with us.
• Access and security information: login events, session details, IP address, device and browser information, permissions, activity and audit logs, and information used to investigate unusual activity or support requests. Passwords are handled as authentication credentials; do not include passwords in a support message.
• Device and IoT information: device identifiers, device names and labels, assigned customer or location, telemetry and sensor readings, timestamps, alarms, dashboards, device status and configuration, commands, gateway and connectivity information, and data supplied through customer integrations. Depending on a customer's devices and settings, this may include precise location or other information that identifies or relates to a person.
• Mobile app information: app version, operating system and technical diagnostics, app instance or notification token, notification preferences, and information about the IQFLOW account used in the app. If you open a QR code or other device feature, the app may request the relevant phone permission; what the app receives depends on the feature you use.
• Website, sales and support information: pages visited, cookie or similar technology information, enquiries, messages, newsletter preferences, quotations, orders, delivery details, invoices, payment status, and records of our communications. Payments may involve a separate checkout or payment provider; review its notice for how it handles payment details.

Some sensor readings are only about equipment or the environment. We treat them as personal information when they identify, describe, locate or can reasonably be linked to an individual. Please do not submit sensitive information, including health information, unless it is necessary for an agreed service and appropriate protections have been arranged.

3. How we collect information

We collect information when you provide it to us, create or use an account, use the website or app, contact support, make an enquiry or purchase, or choose to receive communications. We also receive information automatically from connected devices, gateways, networks, the app, web browsers, our systems and security logs. Customers or their administrators may provide information about their authorised users, devices and sites. Service providers and integrations may send us information where you or a customer has enabled them.

If you choose not to provide information necessary for an account, a purchase, support or a requested feature, we may be unable to provide that service. You may contact us without identifying yourself where that is practical, although we may need your identity to resolve an account-specific request.

4. Why we use information

We use information to:

• provide, operate and secure the website, IQFLOW Cloud and the IQFLOW Cloud App;
• authenticate users, manage roles and customer permissions, display dashboards and device information, process telemetry, operate automations, and send alarms and service notifications;
• set up devices, manage orders and subscriptions, process payments and invoices, and provide customer service;
• diagnose faults, maintain performance, prevent misuse, investigate incidents, back up systems and improve the reliability of our services;
• communicate about service changes, security matters, support and requests;
• send marketing communications where permitted, subject to your choice to opt out; and
• comply with applicable laws, resolve disputes and protect our legal rights.

Where a law requires a particular basis for processing, we rely on the applicable basis, such as providing a requested service, complying with legal obligations, our legitimate operational and security interests, or consent where required. We do not use customer device data for an unrelated purpose without an appropriate basis or the customer's authorisation.

5. Push notifications and phone permissions

If notifications are enabled, IQFLOW Cloud may send device alarms, account or service messages to the IQFLOW Cloud App. The app uses Google Firebase Cloud Messaging to deliver Android push notifications. This requires an app instance or registration token and may involve sending notification content and delivery metadata to Google. Notification content may be visible on your phone's lock screen, depending on your phone settings. You can change notification permissions in your phone settings; the relevant IQFLOW account or administrator may also control which alerts you receive.

The app may request access to a phone capability, such as the camera for scanning a QR code, only when a feature that uses it is available and you choose to use it. You can manage phone permissions in Android settings. Disabling a permission can prevent the associated feature from working. 

6. Cookies, website tools and marketing

Our website may use cookies or similar technologies for essential site functions, account sessions, security, remembering preferences, and, if enabled, understanding website use or measuring marketing.

You can manage cookies through your browser and any controls offered on the website. Blocking essential cookies may affect login, checkout or other functions. If you subscribe to marketing, you can unsubscribe using the link in a message or contact us at the address below. Service, security and transactional messages may still be sent when needed.

7. Who we disclose information to

We may disclose information only as needed for the purposes described above, including to:

• the organisation that manages your IQFLOW account and its authorised administrators and users, according to configured permissions;
• providers that host, secure, maintain, support, deliver notifications for, or help operate our website, cloud platform, app, payments and communications, including our infrastructure providers and Google Firebase Cloud Messaging for Android push notifications;
  

Access to a customer's devices, dashboards and alarms depends on that customer's configuration. If a customer sends data to an external integration, that recipient may process the data under its own privacy terms. We do not make one customer's device data available to another customer merely because both use IQFLOW Cloud.

8. Where information is stored

The IQFLOW production environment is fully hosted on private, dedicated server infrastructure within DigitalOcean’s Sydney region (SYD1) in Australia. Communications are encrypted using HTTPS/TLS, and customer data is logically separated through our tenancy and access-control architecture.

9. Security

We use access controls, account permissions, monitoring, backups and other technical and organisational measures designed to protect information against unauthorised access, loss and misuse. The measures used depend on the system and the information involved and include protections for data in transit and restricted administrative access where implemented. No internet service can be guaranteed completely secure. Customers and users also help protect their information by keeping credentials private, using available account security settings and promptly reporting suspected misuse.

If we identify a data breach, we investigate and take appropriate action. We will notify affected people, customers and regulators where required by applicable law, including the Australian Notifiable Data Breaches scheme where it applies.

10. Retention, account closure and deletion

We keep personal information for as long as reasonably needed to operate the services, meet customer agreements, manage an account or request, resolve disputes and comply with legal obligations. Device-data retention may depend on the customer's plan and settings. Security and audit logs, invoices and transaction records may have different retention periods. When no longer needed, we delete, de-identify or securely dispose of information in accordance with applicable obligations.

To request deletion of your account or information, email support@iqflow.io with the subject Privacy / deletion request. We may need to verify your identity. If your account is managed by an employer or another customer, we may need to coordinate with that organisation before changing or deleting customer-controlled information. We will explain any data we must retain for legal or contractual reasons and what will happen to associated device records. Uninstalling the app or disabling notifications does not, by itself, delete your IQFLOW Cloud account or information held in the platform.

11. Your choices and privacy rights

You may request access to personal information we hold about you, ask us to correct inaccurate information, or ask questions about how it is handled. You may also request deletion or object to or limit certain processing where applicable law gives you that right. Contact us using the details below. We may need information to verify your identity and may need to consult a business customer if it controls the data. We will explain any lawful reason that prevents us from fulfilling a request in full.

You can change app notification permissions in your phone settings and unsubscribe from marketing communications at any time. Other rights may apply depending on where you live. We will consider requests under the laws that apply to your information.

12. Children, third-party services and changes to this policy

The IQFLOW Cloud platform and IQFLOW Cloud App are intended for organisational and professional use and are not designed for children to use independently. If we learn that personal information was submitted about a child in a way that requires additional action, we will review it and respond as applicable law requires.

Our website, app or platform may link to external services, including customer-enabled integrations. Those services have their own privacy practices. We may update this policy when our services or legal obligations change. We will publish the updated policy on our website with a revised date and provide additional notice where required.

13. Contact, complaints and escalation

For a privacy question, request, account deletion or complaint, contact:

Privacy Contact — IQFLOW Solutions
Legal entity: IQFLOW Pty Ltd, ABN: 72620801461
Email: support@iqflow.io (subject: Privacy request)
Postal address: U3, 133 Kewdale Road, Kewdale WA 6105, Australia
Telephone: 0861131168