What This Policy Covers
This Privacy Policy explains how Hermia handles personal information in connection with its trade-enquiry qualification and job-preparation service. It covers what we collect or receive, why we use it, who we may disclose it to, how long we keep it, and the privacy rights available to you.
Hermia helps trade and field-service businesses qualify the enquiries they already receive. It does not generate, purchase, source, or advertise for leads. On a client’s instructions, Hermia can organise relevant enquiry details from connected Gmail or Outlook inboxes and connected Simpro or AroFlo workflows, then prepare that information for the client’s normal field-service process.
Hermia is operated from Victoria, Australia. This policy is designed to support the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and it should be read with the Hermia Service Agreement. Where the Service Agreement deals with subscription, trial, refund, or cancellation terms, those terms continue to apply.
Your Data & Your Customers’ Data
There are two broad categories of information involved when a business uses Hermia. The distinction matters because the business, not Hermia, owns the customer relationship and decides how its enquiries are handled.
Business and account data includes information about the client business and its authorised users, such as business and contact details, ABN, selected subscription tier, billing and invoice records, account configuration, and support history. Hermia uses this information to establish and manage the service.
Customer and enquiry data includes the information a client already receives from people seeking its services. This may include names, contact details, site information, job details, photos, video, voice notes, availability, and other qualification responses. The client remains responsible for that data and Hermia processes it only to provide the service on the client’s instructions.
Clients are responsible for ensuring they have a lawful basis to collect, use, and provide enquiry data to Hermia, including obtaining any notices or consents that may be required. Hermia does not use that customer information for its own independent marketing or lead-generation purposes.
Information We Handle
Depending on how a client uses Hermia, we may handle the following categories of information.
Business, subscription and billing details — business name, ABN, authorised-user contact details, selected plan, trial or subscription status, invoice records, payment status, and the information used to administer the Hermia account.
Customer enquiries already received by the client — names, contact details, job or fault descriptions, urgency, site and access information, availability, hazards, custom-field responses, supporting photos, video or voice notes, and related timestamps. This may be read from connected Gmail or Outlook inboxes and connected Simpro or AroFlo workflows that the client chooses to enable.
Service and workflow records — configuration and custom-field information, enquiry status, qualification and routing records, CRM-preparation records, correspondence generated through the service, delivery status, and account activity records needed to operate, support, secure, and improve the reliability of the service.
How We Use Information
Hermia uses information only for purposes reasonably connected with providing, administering, securing, and supporting the service. This includes the following activities.
- Reading, organising, and qualifying existing enquiries from the business inboxes and workflows the client has connected.
- Using the client’s configured questions and custom fields to identify the detail needed to prepare an enquiry for action.
- Processing customer-provided text, photos, video, or voice notes to understand the service request, urgency, site context, and supporting job detail.
- Preparing and routing approved enquiry or job information into the client’s Simpro or AroFlo workflow, including relevant customer, site, and job context.
- Supporting communications, notifications, summaries, and follow-up steps that the client has chosen to use within the service.
- Managing the client’s selected tier, 2-day trial, subscription, invoicing, payment status, refund or cancellation request, and support relationship.
- Maintaining service quality, preventing misuse, investigating faults, and complying with legal obligations.
Hermia does not sell personal information. It does not use customer enquiry data for advertising or to build independent customer lists. It does not use a client’s customer enquiry data to generate leads for Hermia or for another business.
Sharing & Safeguarding Data
Hermia only discloses personal information where that is necessary to provide the service, where a client has directed us to do so, or where the law permits or requires it. Depending on the client’s configuration, this can include the following.
- The client’s connected Gmail or Outlook inboxes, Simpro or AroFlo workflows, and other business systems that the client has chosen to connect, so the relevant enquiry or prepared job information can be handled as instructed.
- Payment and billing providers used to process subscriptions, invoices, trial conversions, refunds, or cancellations. They handle payment information under their own privacy terms.
- Trusted service providers that help Hermia operate and support the service, where they are required to protect the information and use it only for the relevant service purpose.
- Regulators, courts, law-enforcement agencies, or other parties where disclosure is required or authorised by law, or is necessary to protect legal rights, safety, or the integrity of the service.
Hermia uses commercially reasonable organisational and security safeguards designed to protect personal information against unauthorised access, misuse, loss, and disclosure. Access is limited to authorised personnel and service providers with a legitimate need to know. No system can guarantee absolute security, so clients should also protect their own email, CRM, and account access.
Retention & Data Lifecycle
Hermia retains business-account information for as long as is reasonably necessary to provide the service, manage the subscription and billing relationship, resolve enquiries or disputes, and meet legal or record-keeping obligations. Enquiry data is handled only for the period reasonably necessary to provide the client’s configured qualification and job-preparation workflow.
Information that has been placed in a client’s own mailbox, Simpro, AroFlo, or other connected business system remains under that client’s control. The client is responsible for managing, correcting, retaining, or deleting information stored in those systems according to its own obligations and settings.
When a client disconnects a service or ends its subscription, Hermia will stop processing future information through that connection, subject to the client’s directions and any information we must keep for legal, accounting, security, or dispute-resolution purposes.
Your Rights, Access & Deletion
You may ask Hermia for access to, or correction of, personal information that Hermia holds about you. You may also ask us to delete personal information that we no longer need to hold. This may include account details, account configuration, inbox or CRM connection records, qualification and workflow records, and other information held in connection with your Hermia account.
For a verified request, we will respond within 30 days. Where deletion is appropriate, we will delete or de-identify the relevant information within that period unless we are required or permitted to retain it for legal, billing, security, or dispute-resolution reasons. We will confirm the outcome by email.
Where information has already been routed to a client’s Simpro or AroFlo system, or remains in the client’s connected inbox, the client controls that copy. We can explain what remains in the client’s environment, but the client will need to manage deletion or correction there.
Email info@hermia.au with the subject line “Data Access Request” or “Data Deletion Request”. Include the email address or phone number linked to the Hermia account so we can verify and action the request.
For customer-enquiry data, a homeowner or other enquirer should normally contact the trade business they dealt with, because that business collected the enquiry and controls the customer relationship. Hermia will reasonably assist its client with a request that relates to the Hermia service.
If you have a privacy complaint, please first contact us at info@hermia.au. We will investigate and respond within 30 days. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner.