Privacy Policy

4Thought RV Pty Ltd (ABN 51 667 624 777) trading as LoadMate ("LoadMate", "we", "us" or "our") respects your privacy and is committed to handling personal information in a transparent and responsible way.

This Privacy Policy explains how we collect, hold, use and disclose personal information when you use LoadMate, including our mobile applications, related websites, future web experiences, support channels, exports, notifications and related services (together, the "Service").

1. Who we are

LoadMate is operated by 4Thought RV Pty Ltd (ABN 51 667 624 777) trading as LoadMate, based in Perth, Western Australia.

For privacy questions, requests or complaints, contact us at:

• Email: hello@loadmate.io
• Website: loadmate.io
• Privacy Policy URL: https://loadmate.io/privacy

2. What this policy covers

This Privacy Policy applies to personal information we collect or handle through:

• the LoadMate mobile applications
• any related website or future web version
• account registration and authentication
• subscriptions and billing support
• in-app exports, support enquiries and legal acknowledgements
• notifications, analytics, crash reporting and service operations

It should be read together with our Terms of Use and Safety Disclaimer.

3. The kinds of personal information we collect

The personal information we collect depends on how you use the Service, but may include:

Account and identity information

Name or nickname (if you choose to provide it), email address, sign-in provider identifier, account ID and authentication metadata.

Profile, rig and app-use information

Vehicle, trailer and setup information you enter; specifications, limits, baseline weights and load information; storage locations, situations, load profiles and what-if inputs; trip information, readiness inputs, service records, tyre records, warranty records, notes and attachments; exported snapshots and reports you generate; in-app preferences such as region, language, units, notification settings and subscription status.

Photos

You can upload images for vehicle storage zone calibration, as well as reference photos for your vehicles, trailers, and loads. These photos are processed and synced to your account via our cloud infrastructure providers so you can access them across your devices. We do not make your photos available to other users, nor do we share them with third parties for commercial purposes.

Location

LoadMate is not designed to collect your location in the background or when the app is closed unless you expressly enable a future feature that requires it.

Device and technical information

Device type, operating system and app version; basic diagnostic, error and crash information collected through Firebase Crashlytics; approximate service usage and event logs collected through Firebase Analytics, needed to operate, secure and improve the Service.

Support and communications

Information you provide when contacting us for support; feedback, bug reports or survey responses; records of privacy, deletion or export requests.

Subscription and transaction information

Plan tier, entitlement status, renewal state and store transaction identifiers; limited subscription metadata provided by app stores or subscription processors (such as RevenueCat).

We do not intentionally request sensitive information unless it is reasonably necessary for support or required by law. Please do not send sensitive information to us unless we specifically ask for it.

4. What we do not collect

• Contacts or address book data
• Financial or payment card details (payments are handled entirely by Apple, Google and RevenueCat — we never see your card number or billing details)
• Health or biometric data
• Browsing history or cross-app tracking data

5. How we collect personal information

We collect personal information:

• directly from you when you create an account, enter data, use features, contact support, request export or deletion, or change settings
• automatically through your use of the Service, including through Firebase Analytics, Firebase Crashlytics and related service tools
• from third-party service providers who support authentication, hosting, subscriptions and service operations
• from app store platforms in connection with subscription status and billing events
• in limited cases, from public or manufacturer sources where the Service uses published specifications or reference data

6. Why we collect, use and disclose personal information

We collect, use and disclose personal information for the following purposes:

• To provide the Service: authenticate users, maintain account security, store and sync your vehicles, trailers, trips, records and settings, generate towing guidance, compliance indicators, score outputs, reminders, exports and related features
• To improve the Service: maintain, troubleshoot, monitor and improve the Service using aggregated, anonymised analytics
• To communicate with you: send service-related messages (including important notices, security messages and legal updates) and optional notifications in line with your preferences
• To process subscriptions: manage entitlements through RevenueCat and app store platforms
• To meet our obligations: comply with legal obligations, resolve disputes, prevent misuse and protect our rights

Where permitted by law, we may also use data to create aggregated or de-identified analytics, insights and reporting to help operate, improve and understand the Service. We do not describe de-identified or aggregated analytics as personal information once it can no longer reasonably identify you.

7. Basis of service operation and your choices

Some information is required for core service operation. If you do not provide certain information, parts of the Service may not work properly.

You can usually:

• update much of your information directly in-app
• control notification settings in-app or through your device settings
• export certain data where that feature is available (via Settings)
• request deletion of your account and associated data, subject to lawful retention needs (via Settings)

8. Who we share personal information with

We do not sell your personal information. We have no advertising partners and no data broker relationships.

We may disclose personal information to trusted service providers and processors that help us operate the Service, such as:

• Firebase and Google Cloud — cloud hosting, infrastructure, analytics (Firebase Analytics) and crash reporting (Firebase Crashlytics)
• RevenueCat — subscription and entitlement processing, together with Apple App Store and Google Play Store platforms
• Sentry — error monitoring and diagnostics
• Professional advisers, insurers, auditors or service providers who assist us with legal, operational or compliance matters

We may also share de-identified, aggregated data with select industry partners (such as insurance providers, road safety organisations or industry research bodies) to improve towing safety standards and inform industry insights. This data is stripped of all personally identifiable information and cannot be used to identify individual users. We do not share your personal data, vehicle details or identifiable information with any third party for commercial purposes without your explicit consent. If we introduce any new data sharing arrangement, we will update this Privacy Policy and notify you via the app.

We may also disclose personal information:

• if required or authorised by law
• to respond to lawful requests, court orders or regulatory requirements
• to investigate fraud, misuse, security incidents or breaches of our terms
• as part of a corporate transaction, restructure or sale, subject to appropriate confidentiality protections

9. Overseas disclosure and storage

We use third-party service providers (such as Google, Firebase, RevenueCat, and Sentry) that may store or process personal information in Australia, the United States, and other countries where these providers operate infrastructure.

Where personal information is disclosed overseas, we will take reasonable steps to ensure it is handled in a manner consistent with applicable privacy law.

Data is encrypted in transit (TLS) and at rest through the security controls of our infrastructure providers.

10. Data quality and user responsibility

Much of the information used by LoadMate is entered or selected by you. This includes rig specifications, weights, measurements, trips, service data and similar records.

You are responsible for ensuring the information you enter is accurate, current and complete. If the information you provide is inaccurate, incomplete or outdated, that may affect the usefulness of the Service outputs.

11. Data security

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

Security measures may include authentication controls, encrypted transmission, managed cloud security controls, access restrictions, monitoring, logging and incident-response processes, and role-based or rules-based database access controls where implemented.

However, no system is completely secure. We cannot guarantee absolute security.

12. Data retention

We retain personal information for as long as reasonably necessary for the purposes described in this Policy, including to provide the Service, comply with law, resolve disputes, enforce our agreements, maintain backups, prevent fraud and keep appropriate business records.

In general:

• Active accounts: data is retained while your account remains active.
• Deleted accounts: if you request deletion, we will use reasonable efforts to action and complete deletion within 30 days of a valid request, subject to lawful retention obligations, security needs, fraud prevention, dispute handling and reasonable backup retention cycles. Some residual copies may remain in backups for a limited period before they are overwritten or deleted.
• Exported data: data you export from the Service is your responsibility after download.

13. Access, correction, export and deletion

You have the ability to:

• Access your data by viewing it directly in the app
• Correct inaccurate information by editing your data in-app at any time
• Export your data in JSON format via the Settings screen, where that feature is available
• Delete your account and associated data via the Settings screen

To make a privacy request that cannot be handled in-app, contact us at hello@loadmate.io.

14. Children

LoadMate is not directed to children under 16, and we do not knowingly collect personal information from children under 16.

If we become aware that we have collected personal information from a child under 16 without appropriate authority or capacity, we will take reasonable steps to delete that information.

15. Cookies, web technologies and analytics

If and when we launch a web version, we may use cookies and similar technologies for authentication, security, functionality, analytics and performance. If required by applicable law, we will provide cookie notices or consent tools for the web experience.

For the current mobile app experience, comparable technologies may include SDK-based analytics (Firebase Analytics), crash reporting (Firebase Crashlytics), device identifiers and authentication tokens needed to operate the Service.

16. Marketing and notifications

We send service-related communications, such as security alerts, legal updates, subscription notices, and important account messages.

To help you get the most out of the Service, we also send onboarding guidance, product updates, and optional tips. You can opt out of these promotional and guidance communications at any time by using the "unsubscribe" link provided in the emails or by updating your preferences in the app. Push notifications are managed directly through your device settings.

Push notifications are managed through your app and device settings and may be personalised based on your saved vehicles, trips, reminders or other preferences.

17. Third-party services

The Service may link to or rely on third-party services, including app stores, authentication systems and payment or subscription providers. Those third parties have their own terms and privacy policies, and we are not responsible for their separate privacy practices.

18. Complaints

If you have a privacy concern or complaint, please contact us first using the details below and we will try to resolve it.

When you contact us with a complaint, our Privacy Officer will acknowledge your request within 7 days, investigate the issue, and aim to provide a response or resolution within 30 days.

If you are not satisfied with our response, you may be able to complain to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

19. Changes to this Privacy Policy

We may update this Privacy Policy from time to time.

The current version will be made available through the Service and at https://loadmate.io/privacy. If we make material changes, we may notify users in-app, by email or by another reasonable method. Where appropriate, we may require renewed acknowledgement through the legal acceptance gate.

20. Contact us

For privacy requests, complaints or questions, contact:

Privacy Officer 4Thought RV Pty Ltd (ABN 51 667 624 777) trading as LoadMate Perth, Western Australia

Email: hello@loadmate.io Website: loadmate.io