Privacy Policy

This Privacy Policy explains how Haulo collects, uses, discloses, stores and protects personal information in connection with the Haulo platform.

Haulo operates a marketplace platform that helps customers request hauling, rubbish removal and related services from independent drivers.

Haulo does not store full payment card details. Card payment processing is handled by Stripe.

By using the Haulo platform, submitting a booking request, registering as a driver, contacting support, or otherwise interacting with Haulo, you acknowledge that Haulo will handle personal information in accordance with this Privacy Policy.

Haulo does not intentionally collect sensitive information unless it is reasonably necessary for safety, compliance, dispute resolution, legal obligations, or another lawful purpose connected with the platform.

Haulo uses personal information to:

• create and manage bookings
• match bookings with available drivers
• communicate booking, payment, dispatch, support, safety and account-security information
• operate authentication, session security and fraud controls
• process, reconcile and support payments, refunds and payouts
• respond to customer and driver support requests
• manage driver onboarding, manual review, compliance and operational eligibility
• investigate disputes, fraud, safety issues, misuse, damage claims or unlawful conduct
• comply with legal, regulatory, tax, accounting, insurance and law enforcement obligations
• improve operational reliability, platform quality and service performance

Haulo may send transactional communications about bookings, payments, dispatch, driver assignment, cancellations, refunds, support, safety and account/security matters.

This may include OTP verification, phone login or verification, job-offer alerts, reminders, and other operational or support notifications sent using service providers such as Twilio.

Transactional communications are necessary for operating the platform and are separate from promotional or marketing communications.

Haulo intends SMS content to remain minimal and operational.

Haulo will only send promotional or marketing communications where permitted by law. Where required, Haulo will provide a way to opt out of marketing communications.

Opting out of marketing communications does not stop transactional or service-related communications that are reasonably necessary to provide the platform.

Haulo uses third-party providers to operate the platform, including:

• Stripe for payment processing
• Resend for email delivery
• Twilio for SMS delivery
• hosting, database, analytics, monitoring, security and operational service providers

These providers may process information outside Australia. Haulo requires service providers to handle personal information only for authorised purposes and to maintain appropriate data protection standards.

Where practicable, Haulo will make information available about the countries where overseas processing or disclosure may occur. Overseas processing may include the United States and other countries where Haulo's service providers or their subprocessors operate.

Haulo may disclose personal information where reasonably necessary to:

• operate the platform and complete bookings
• provide relevant booking details to drivers
• provide relevant driver/job information to customers
• facilitate communications between customers and drivers
• process payments, refunds, disputes, chargebacks and payouts
• investigate disputes, fraud, safety issues, misuse, property damage or unlawful conduct
• verify driver onboarding, compliance, insurance or operational eligibility
• comply with legal, regulatory, tax, accounting, insurance, law enforcement or court requirements
• protect the rights, property or safety of Haulo, customers, drivers or the public
• obtain professional advice from lawyers, accountants, insurers, auditors or other advisers

Haulo does not sell personal information to advertisers.

Haulo retains information according to operational, legal, accounting, tax, dispute, fraud prevention, safety and platform security requirements.

• Location data is retained only as long as reasonably necessary for dispatch, support, fraud, safety, dispute or legal needs.
• Customer and driver records are retained while the relevant relationship remains active and for a reasonable period afterward where needed for support, accounting, legal, insurance, tax, dispute or compliance purposes.
• Authentication and security records are retained for operational security, fraud prevention and audit needs.
• Payment-related records are retained for accounting, tax, dispute, chargeback, refund, payout and legal record-keeping obligations.
• Support and dispute records may be retained where reasonably necessary to manage claims, complaints, safety issues, misuse or legal obligations.

Where information is no longer reasonably required, Haulo will take reasonable steps to delete, de-identify or securely archive it, unless retention is required or permitted by law.

Haulo uses reasonable technical and organisational safeguards to protect personal information, including authenticated access controls, payment-provider separation, session protections, access restrictions, audit practices and verified webhook handling.

No internet-based system can be guaranteed completely secure, but Haulo takes reasonable steps to protect the information it holds.

If Haulo becomes aware of a data breach that is likely to result in serious harm, Haulo will assess the incident and notify affected individuals and the Office of the Australian Information Commissioner where required by law.

You may contact Haulo to request access to personal information Haulo holds about you.

You may also request correction of personal information if you believe it is inaccurate, out of date, incomplete, irrelevant or misleading.

Haulo may need to verify your identity before responding to an access or correction request.

Haulo may refuse access or correction where permitted by law, but will explain the reason where required.

If you have a privacy question or complaint, contact Haulo through its official support channels.

Haulo will take reasonable steps to review and respond to privacy complaints within a reasonable period.

If you are not satisfied with Haulo's response, you may be able to contact the Office of the Australian Information Commissioner.

If Haulo ceases to operate, personal information held by the platform will be deleted, de-identified, archived or transferred only in accordance with applicable Australian privacy law.

Affected individuals will be notified where required by law.

If Haulo sells, transfers, merges or restructures all or part of its business, personal information may be transferred as part of that transaction where lawful and reasonably necessary.

Haulo may update this Privacy Policy from time to time.

The latest version will be made available through the platform.

Material changes will be notified where required by law or where Haulo considers notification reasonably appropriate.

Privacy questions, access requests, correction requests or complaints should be made through Haulo's official support channels available through the platform.

Once available, Haulo's dedicated contact email will be listed here.