Last updated: April 2026

1. Introduction

Neko Software (“we”, “us”, “our”) respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our software, websites, and services.

By using our services, you agree to the collection and use of information in accordance with this policy.

2. Information We Collect

We collect information necessary to provide and improve our services.

Personal Information

  • Name
  • Email address
  • Phone number
  • Business details
  • Payment and billing information
  • Customer data entered into the platform

Usage and Technical Data

  • IP address
  • Device type and browser
  • Operating system
  • Pages visited and interactions
  • Session behaviour and navigation paths

This data helps us understand how our platform is used and improve performance.

3. How We Use Your Information

  • Provide and operate our services
  • Process bookings, payments, and account management
  • Communicate with you, including support, updates, and service notices
  • Improve platform functionality and user experience
  • Monitor performance, security, and reliability
  • Comply with legal obligations

We may use third-party communication tools, such as Intercom, to send service-related messages, including onboarding guidance, system updates, and support responses.

4. Analytics and Third-Party Tools

We use trusted third-party services to operate and improve our platform.

Smartlook

We use Smartlook to analyse user behaviour through session recordings and heatmaps. This helps us identify usability issues and improve the user experience.

  • Mouse movements
  • Clicks and interactions
  • Session replay data (excluding sensitive fields)

Google Services

We use services provided by Google, which may include analytics, cloud infrastructure, and performance monitoring.

5. Customer Communications

We use third-party tools to communicate with users and provide support.

Intercom

We use Intercom as a customer communication and support platform. Intercom enables features such as live chat, onboarding assistance, and support messaging.

  • Name and email address
  • Account and usage information
  • Messages and support interactions
  • Device and technical data

This information is used to respond to support requests, provide assistance, send service-related communications, and improve customer experience.

6. Use of Artificial Intelligence

We may use artificial intelligence and automated technologies to support and enhance the functionality of our Services.

How We Use AI

  • Generate summaries of customer activity
  • Provide insights into purchasing behaviour
  • Recommend actions or business improvements
  • Analyse booking, transaction, and usage patterns

Data Used by AI

  • Customer records
  • Booking history
  • Transaction data
  • Usage data and interactions

AI Processing and Privacy

Processing is limited to what is necessary to provide the feature. Data is not sold or disclosed for third-party AI training purposes.

De-identified Data

We may use aggregated and de-identified data to improve AI features and system performance.

AI Limitations

AI-generated outputs may not always be accurate and should be used as guidance only.

7. Data Sharing

We do not sell your personal information to any third parties.

  • Service providers (hosting, analytics, Intercom, payments)
  • Legal obligations
  • Platform security

8. Data Storage and Security

  • Encryption (where applicable)
  • Access controls
  • Secure infrastructure

9. Data Retention

We retain data only as long as necessary for service delivery and legal compliance.

10. Cookies and Tracking Technologies

We use cookies to operate and improve our services.

Types of Cookies

  • Essential cookies
  • Analytics cookies (Google, Smartlook)
  • Functionality cookies
  • Customer communication cookies (Intercom)

Managing Cookies

You can control cookies through your browser settings.

11. Third-Party Links

We are not responsible for external websites linked from our platform.

12. International Data Transfers

Your data may be processed outside Australia with appropriate safeguards.

13. Children’s Privacy

Our services are not intended for individuals under 18.

14. Changes to This Policy

We may update this Privacy Policy from time to time.

15. Contact Us

Neko Software
Email: hello@getneko.com

16. Role (Controller vs Processor)

We may act as either a data controller or processor depending on usage.

17. Data Processing Commitments

  • Process data only on instructions
  • Maintain confidentiality
  • Apply security measures

18. Data Breaches

We comply with applicable data breach laws and will notify where required.

19. Data Subject Rights

  • Access
  • Correction
  • Deletion
  • Restriction

20. Lawful Basis

  • Contract
  • Legitimate interest
  • Legal obligation
  • Consent

21. Cross-Border Disclosure

We take reasonable steps to ensure overseas data protection.

22. Subprocessors

We use third-party providers to support our services.

23. Data Deletion

Data is deleted or de-identified after termination where required.

24. Security Measures

  • Access controls
  • Encryption
  • Monitoring systems