Arcsite Home Privacy Policy

1. About this policy

Last updated: 21 October 2026

Arcsite Home is provided by Arcsite Pty Ltd (ABN 61 675 387 425) ("Arcsite Home", "we", "us" or "our"). We are bound by the Privacy Act 1988 (Cth) (Privacy Act) and the Australian Privacy Principles (APPs). This policy explains how we collect, hold, use and disclose personal information, and how you can access, correct or delete it or make a complaint.

This policy applies to the Arcsite Home website, web and mobile apps, and related services (the Service), across all of its experiences:

• Builder Admin: used by building group management to manage building group information, building projects and their records;
• Builder: used by staff and subcontractors to manage projects and compliance records, and to hand over home information to owners; and
• LifeHub: used by individuals to store and manage personal records about their home and household.

1.1 Who controls your information

Business accounts (Admin and Builder). Builders and Building Companies that use the Service (Business Customers) decide what information they upload, who can see it, and how it is used. When we handle that information, we do so on their behalf and in accordance with our agreement with them. Business Customers are responsible for having a lawful basis to collect and share it, giving any required notices, obtaining any required consents, and its accuracy. If a Business Customer has uploaded your information (for example, your builder), please contact them first with any request; we will assist them where required.

Home handover. When a builder hands over a home through the Service, the handover records (such as plans, warranties, appliance manuals, certificates and maintenance schedules) are made available to the homeowner's LifeHub account. Once accepted, the homeowner controls their copy. The builder keeps its own copy of the handover records for as long as the builder's account remains open. The builder has no access to the homeowner's LifeHub account or to any records the homeowner adds to it. The builder remains responsible for the accuracy and completeness of the records it provides, and we do not verify their content.

LifeHub. You control the records you store in LifeHub. They are private to your account unless you choose to share them.

1.2 Acceptance

By using the Service, or by otherwise providing personal information to us, you acknowledge that your personal information will be handled in accordance with this policy.

2. Information we collect

We aim to collect only the information reasonably necessary to provide the Service. Depending on how you use it, this may include:

2.1 Information about other people

You may store information about other people in the Service, such as family members, tenants, tradespeople, workers or contacts. If you do, you must have the right to share it with us and, where reasonable, let those people know it is stored in the Service. You are responsible for the information you choose to store.

2.2 Sensitive information

We do not ask for sensitive information (as defined in the Privacy Act), such as health information. However, some records may contain it, for example a LifeHub insurance document or a record about a family member. We only handle sensitive information with consent or where otherwise permitted by law. By uploading a record that contains sensitive information, you confirm you have the consent of the person it relates to, or are otherwise permitted to provide it. Please do not store information in the Service that you do not need to.

We recommend you do not store passwords, PINs, full card numbers or full bank account numbers in LifeHub records.

2.3 Children

The Service is not intended for use by anyone under 18, and account holders must be 18 or older. A parent or guardian may store information about their children in LifeHub, and is responsible for doing so appropriately. If we learn that a person under 18 has created an account, we will close it and delete their information.

3. How we collect information

We collect most information directly from you, for example when you create an account, add or upload records, contact us, or complete a form on our website.

We may also collect information from:

• your builder when they invite you to the Service or hand over records to you;
• your employer or organisation, if they set up an account for you;
• other users who share records with you or add you as a contact, household member or team member;
• third-party applications you choose to connect to the Service;
• our service providers, such as payment, analytics and email providers; and
• publicly available sources, such as business and licence registers.

We collect usage and device data automatically when you use the Service (see section 7.2).

3.1 Anonymity

You can make general enquiries anonymously or using a pseudonym. To use the Service, we need to know who you are.

3.2 If you do not provide information

If you do not provide information we request, we may not be able to provide the Service or some of its features.

3.3 Unsolicited information

If we receive personal information we did not ask for and could not have collected under the APPs, we will destroy or de-identify it where lawful and reasonable to do so.

4. How we use your information

We collect, hold, use and disclose personal information to:

1. provide, host, maintain and support the Service and store the records you create;
2. create and manage accounts, verify identity and control access;
3. deliver home handovers from builders to homeowners;
4. generate reminders, alerts and summaries, such as upcoming renewals, invoices due, maintenance tasks and compliance expiries;
5. process records on behalf of Business Customers, as they instruct;
6. invoice and collect payments from subscribers;
7. respond to enquiries, support requests and complaints;
8. send service, security, billing and account notifications;
9. secure the Service, prevent fraud and misuse, and troubleshoot problems;
10. analyse usage to improve and develop the Service, using de-identified or aggregated data where practicable;
11. send product updates and marketing to business contacts, subject to section 7.1;
12. comply with our legal obligations and establish, exercise or defend legal claims; and
13. for any other purpose you consent to, or that is related (or for sensitive information, directly related) to a purpose above and that you would reasonably expect, or that is required or authorised by law.

We do not sell your personal information, and we do not use the contents of your LifeHub records for advertising.

4.1 De-identified data

We may create de-identified or aggregated data that no longer identifies any individual, and use it for lawful purposes such as analytics, benchmarking and improving the Service. We will not attempt to re-identify individuals from that data.

5. Sharing and disclosure

5.1 Sharing you control

Some information is shared because you or your organisation choose to share it, for example when a builder hands over a home, you invite a household member, or a building manager gives a contractor access to a building. You are responsible for who you share records with. We are not responsible for how other users handle records you share with them.

5.2 Who we disclose information to

We may also disclose personal information, for the purposes in section 4, to:

• our related bodies corporate, employees and contractors who need it to provide the Service;
• service providers who help us run the Service, currently Microsoft Azure (cloud hosting, database and file storage), SendGrid (email delivery), Twilio (SMS and messaging) and Stripe (payment processing). We may change or add providers from time to time;
• professional advisers, such as lawyers, accountants, auditors and insurers;
• prospective purchasers, investors or financiers (see section 5.4); and
• courts, tribunals, regulators, law enforcement and government authorities, where required or authorised by law.

Our service providers may use your information only to provide services to us, and must protect it. We never share your records with third parties for their own marketing.

5.3 Overseas disclosure

Our service providers may store or access information outside Australia. Our email, messaging and payment providers SendGrid, Twilio and Stripe are likely to process information in the United States. Our database and uploaded files are hosted on Microsoft Azure. Before disclosing information overseas, we take reasonable steps to ensure the recipient does not breach the APPs, including through contractual obligations, unless an exception under the Privacy Act applies.

5.4 Business transactions

If we sell, merge, restructure or seek investment for all or part of our business, we may disclose personal information to prospective parties and their advisers under confidentiality obligations, and it may be transferred to a buyer or successor.

6. Security, retention and deletion

6.1 How we protect your information

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure, including:

• encryption of all traffic in transit using HTTPS;
• hosting on Microsoft Azure infrastructure, which encrypts stored data at rest by default;
• uploaded files kept in private Azure Blob Storage containers that are not publicly accessible, and served only to authorised sessions;
• passwords stored using strong one-way hashing, never in plain text;
• protections against common web attacks, including cross-site request forgery (CSRF) protection, a Content Security Policy and rate limiting;
• authentication, authorisation and access controls, so records are visible only to your account and the people you or your organisation authorise; and
• staff confidentiality obligations and due diligence on our service providers.

No system is completely secure, and we cannot guarantee the security of information. Please keep your login details confidential, use a strong password, and tell us promptly at help@arcsite.com.au if you suspect unauthorised access. Business Customers are responsible for managing their own users' access.

6.2 Retention and deletion

We keep personal information for as long as your account is active, as needed to provide the Service, or as required by law or our agreements with Business Customers. You can delete individual records in the app at any time.

If you ask us to delete your account, we will delete or de-identify your personal information within [30] days, except where we must keep it by law, to resolve disputes or enforce our agreements. Deleted data may remain in backups for up to [90] days before being overwritten. Deleting your account does not delete copies of records that you have shared with, or that are held by, other users or Business Customers. For example, a builder keeps its copy of a handover while the builder's account remains open, even if the homeowner deletes their LifeHub account.

6.3 Data breaches

If a data breach is likely to result in serious harm to anyone, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) under the Notifiable Data Breaches scheme. Where a breach involves a Business Customer's records, we will also notify and work with that customer.

6.4 Automated decision-making

As at the date of this policy, we do not use computer programs to make decisions, or to do things substantially and directly related to making decisions, that could reasonably be expected to significantly affect the rights or interests of an individual. Features such as reminders and summaries assist users and do not make decisions about individuals. If this changes, we will update this policy to describe the kinds of personal information used and the kinds of decisions involved.

7. Communications, cookies and third-party services

7.1 Communications and marketing

We send service notifications, reminders and security alerts relating to your account. You can manage reminder settings in the app, but you will continue to receive essential account messages while your account is active.

We may send product updates and marketing to business account holders, in accordance with the Spam Act 2003 (Cth). We do not send marketing based on the contents of your LifeHub records. You can opt out at any time using the unsubscribe link or by contacting us.

7.2 Cookies and analytics

The Service uses cookies, local storage and similar technologies to keep you signed in, remember your preferences, and keep the Service secure. You can control cookies through your browser settings, but some features may not work without them.

7.3 Third-party services

The Service may link to, or let you connect, third-party websites and apps (for example, a supplier's warranty portal). We are not responsible for their privacy practices, and information you share with them is handled under their own terms and policies.

8. Your rights, complaints and contacting us

8.1 Access, correction and deletion

You can view, edit and delete most of your records directly in the app. You can also ask us for access to, correction of, or deletion of the personal information we hold about you by contacting our Privacy Officer (section 8.4). We will verify your identity before acting on a request and respond within a reasonable period, usually 30 days.

There is no charge to make a request. We may refuse a request where permitted by law, for example where it would unreasonably affect another person's privacy. If we refuse, we will explain why in writing and how to complain. Requests about records held by a Business Customer may be referred to that customer.

8.2 Complaints

If you think we have breached the APPs or mishandled your information, please contact our Privacy Officer in writing. We will acknowledge your complaint within 5 business days, investigate it, and give you a written response within 30 days, or tell you if we need more time and why.

8.3 Escalating to the OAIC

If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at www.oaic.gov.au or on 1300 363 992.

8.4 Contact us

Privacy Officer
Arcsite Pty Ltd
Email: help@arcsite.com.au
Post: 35 Poynton Street, Hughes ACT 2605

8.5 Changes to this policy

We may update this policy from time to time. The current version will be available in the app and on our website, with its "last updated" date. If we make significant changes, we will notify account holders by email or in the app. Continued use of the Service after an update means the updated policy applies.

8.6 Other terms

This policy should be read together with our Terms of Use and any agreement we have with a Business Customer. Nothing in this policy limits any right you have under the Privacy Act or other law that cannot be excluded.