Privacy Policy

Retaain is an Australian B2B retention business based in Brisbane, Queensland.

This Privacy Policy explains how Retaain collects, uses, stores and discloses personal information when you:

• visit this website;
• make an enquiry;
• complete the Retention Check;
• book a call;
• become a client; or
• otherwise deal with Retaain.

Retaain is committed to handling personal information responsibly and in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply.

In this policy, “Retaain”, “I”, “me” and “my” refer to Retaain.

1. What personal information I collect

The information I collect depends on how you interact with Retaain.

Website enquiries

If you contact me through the website, by email or another communication channel, I may collect information such as:

• your name;
• business name;
• email address;
• phone number, if provided;
• website address, if provided;
• your role or relationship to the business;
• information about your business; and
• anything else you choose to include in your enquiry.

I do not add website enquiries to a bulk marketing list simply because you contacted me.

Retention Check

If you use the Retention Check, the information involved may include:

• your answers to questions about your wholesale account base;
• customer or trade account volumes;
• typical order values or estimates;
• reorder and retention processes;
• use of email or other customer communication;
• the email platform your business uses, if you choose to provide it;
• the calculated retention score and score category;
• the illustrative purchasing exposure estimate and the account/estimate information used to produce it;
• your name;
• business name;
• email address;
• any other contact or business information you choose to provide;
• submission date and time;
• the page URL and referring page; and
• campaign or source information contained in the URL, such as UTM parameters.

The Retention Check is a business diagnostic. It is not intended to collect sensitive personal information.

If you choose to send your Retention Check results to me or request a copy, the submitted information is used to provide that result and to respond to you.

Strategy calls and bookings

If you book a strategy call, I may receive information such as:

• your name;
• email address;
• business information;
• booking date and time;
• answers you provide during the booking process; and
• other information you choose to provide.

Bookings are currently facilitated through Calendly.

Clients and prospective clients

If we discuss or enter into a client engagement, I may also collect:

• business and billing details;
• contact details for owners, employees, representatives or contractors;
• project communications;
• invoices and payment records;
• information required to manage the engagement;
• login or access information where access to a client system is required; and
• other information reasonably necessary to provide the agreed services.

I do not need or want passwords sent through ordinary website forms or unsecured email.

Reorder List requests

If you ask for a Reorder List, I collect the details you enter in the request form: your name, business, email address, approximate number of active trade accounts and, if you provide them, your website, phone number and email platform. If you then choose to send a customer and order export, section 2 describes how it is handled.

2. Client customer and account data

A core part of Retaain’s work involves analysing existing wholesale customer and order information supplied or made available by a client.

Depending on the engagement, this may include:

• customer or trade account names;
• business contact information;
• account identifiers;
• order and purchase history;
• product or category history;
• purchase frequency and reorder behaviour;
• customer segments, tiers or account types;
• sales representative or territory information;
• account notes or status information; and
• other commercial information needed to understand the client’s customer base.

Some of this information may be personal information where it identifies or can reasonably identify an individual.

I use client-supplied account and customer information only for the purposes of delivering the agreed Retaain services and related business administration. I do not use a client’s customer database to market Retaain to those customers.

Clients are responsible for ensuring they have the right to collect, use and provide information they make available to Retaain.

Where practical, I minimise the personal information used and work with business/account-level information rather than information that is unnecessary for the retention work.

Customer and order data for a Reorder List

A business considering Retaain may ask for a Reorder List and choose to send an export of its customer and order information. That export may include:

• customer or trade account names and account identifiers;
• business contact information;
• order dates, order values and order history;
• product or category history; and
• customer types, tiers, territories or sales representatives, where the export includes them.

I use that export only to prepare the Reorder List you asked for. It is not added to any marketing list, and I do not use it to contact your customers or to market Retaain to them.

I ask for the export to be sent through a secure file transfer link I provide, not through a website form or as an ordinary email attachment.

If you do not become a client, I delete the export within 30 days after delivering your Reorder List. If you become a client, it is then handled as client customer and account data under this section and the arrangements agreed for the engagement.

As with client data, you are responsible for ensuring you have the right to provide the information you send.

3. How I collect information

I may collect personal information:

• directly from you;
• through forms on this website;
• through the Retention Check;
• through a Reorder List request and the secure file transfer link I provide for it;
• through Calendly;
• by email, phone or video call;
• during a client engagement;
• from a client who provides information about its staff, representatives or customers;
• through systems a client authorises me to access; and
• through service providers used to operate Retaain.

I may also receive basic technical information generated when you access the website, such as IP address, browser type, device information, request information and server logs, where this is processed by the website hosting or security infrastructure.

4. Why I use personal information

I may use personal information to:

• respond to enquiries;
• provide Retention Check results;
• prepare a Reorder List you have asked for;
• organise strategy calls;
• assess whether Retaain may be suitable for a business;
• prepare proposals or scopes of work;
• provide and manage client services;
• analyse wholesale account and order behaviour as part of an engagement;
• build and manage retention systems, lifecycle communication, campaigns and account intelligence;
• communicate with clients;
• invoice and administer client accounts;
• maintain business and tax records;
• secure and operate the website and Retaain’s systems;
• investigate or respond to security incidents;
• comply with legal obligations; and
• protect Retaain’s legal rights where reasonably necessary.

I do not sell personal information.

5. Email marketing and direct marketing

Submitting an enquiry or completing the Retention Check does not automatically subscribe you to a newsletter or bulk marketing list.

I may contact you about an enquiry you have made or an active business discussion because that is part of responding to your request.

If Retaain introduces an ongoing marketing list in the future, people will be given an appropriate way to opt in or opt out.

6. Who information may be shared with

I do not sell, rent or trade personal information to data brokers or advertisers.

Information may, however, be handled by service providers that Retaain reasonably needs to operate the business or deliver work.

These may include providers used for:

• website hosting, website analytics and performance monitoring, currently including Vercel;
• website form processing, including the Retention Check, currently including Formspree;
• appointment scheduling, currently including Calendly;
• business email and document storage, including Google Workspace;
• accounting and invoicing, including Xero;
• collaboration and project management tools;
• professional advisers such as accountants, lawyers or insurers;
• contractors who assist Retaain with client work where access is genuinely required; and
• systems selected or authorised by a client, such as the client’s ecommerce, CRM or email platform.

Contractors are only given access to information reasonably required for their work and are expected to handle it confidentially.

I may also disclose information where required or authorised by law, or where reasonably necessary to investigate fraud, security issues or unlawful activity.

7. Overseas processing and storage

Some of the service providers Retaain uses operate outside Australia or use infrastructure in multiple countries.

As a result, personal information may be processed or stored outside Australia, including in the United States, depending on the service provider and its infrastructure.

Where Australian privacy law imposes requirements concerning overseas disclosure, Retaain will take reasonable steps required by that law.

I choose established service providers and consider privacy and security when deciding how information is handled, but I cannot control the location of every server or subcontractor used by an external cloud provider.

8. Cookies, analytics and browser storage

At the date of this policy, Retaain does not use the following on this website:

• Google Analytics;
• advertising pixels;
• remarketing tags; or
• third-party advertising trackers.

Retaain uses Vercel Web Analytics to understand website traffic and usage. Vercel Web Analytics provides aggregated information such as page views, referral information, approximate geographic location, browser, operating system and device type. It is designed to operate without third-party cookies and does not provide Retaain with an identifiable profile of an individual visitor.

Through the same service, Retaain records a small number of anonymous events: which call-to-action was clicked, whether the Retention Check was started and completed, whether its results were sent, and whether the booking calendar was reached or used. These events never include your answers, your results or any contact details.

Retaain also uses Vercel Speed Insights to measure how the website performs for real visitors, including Core Web Vitals and related page-performance measurements. In providing these services, Vercel may process technical information associated with website visits, such as page or route information, device and browser information, approximate geographic information and performance measurements.

The website may use browser storage for functional purposes, such as remembering interface preferences or temporarily holding calculator information. This information is not used to build an advertising profile.

The Calendly booking page is embedded from a third-party service. Calendly may use cookies, device identifiers or similar technologies when its booking interface loads. Calendly’s own privacy practices apply to information it collects through that service.

Vercel and other website infrastructure providers may also process standard technical request information needed to host, secure, measure and operate the website, such as IP addresses and browser or device information.

If Retaain introduces advertising technology, materially different tracking, or other analytics services that materially change how visitor information is handled, this policy will be updated before or when that technology is introduced.

9. Sensitive information

Retaain does not ordinarily need sensitive personal information to provide its services.

Please do not provide health information, government identifiers or other sensitive information through website forms unless I have specifically asked for it and there is a legitimate reason to provide it.

If sensitive information is received, I will handle it in accordance with applicable law.

10. How I protect information

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

Depending on the information and system involved, those measures may include:

• limiting access to people who need it;
• using reputable business and cloud services;
• multi-factor authentication where available;
• access controls and account permissions;
• keeping client information separate from public website content;
• avoiding unnecessary collection of personal information;
• removing or anonymising information where it is no longer required; and
• maintaining security controls around the Retaain website and systems.

No online service or storage method can be guaranteed to be completely secure.

11. How long I keep information

I keep personal information only for as long as it is reasonably required for the purpose it was collected, the client relationship, legitimate business administration or applicable legal obligations.

For example:

• enquiry information may be removed when it is no longer reasonably required;
• a customer and order export supplied for a Reorder List is deleted within 30 days after the list is delivered if you do not become a client;
• client project information may be retained while the engagement is active and for a reasonable period afterwards;
• client customer datasets may be deleted, returned or de-identified when they are no longer needed for the engagement, subject to agreed arrangements and backup cycles; and
• invoices, transaction records and other business records may need to be retained for tax or legal purposes.

Most relevant Australian business and tax records generally need to be retained for five years, although some records may need to be kept longer.

A request to delete information will therefore not always result in immediate deletion where I am legally required to retain a particular record.

12. De-identified information and case studies

I may use aggregated or de-identified information for internal analysis, improving Retaain’s methodology or understanding patterns across retention work.

I will not knowingly publish identifiable customer-level information from a client account base without appropriate permission.

Where a client is identified in a public case study, testimonial or example, identifiable client information will only be used with appropriate permission.

13. Accessing, correcting or deleting your information

You can contact me to ask:

• what personal information I hold about you;
• for inaccurate information to be corrected; or
• for information to be deleted where I no longer need or am not legally required to retain it.

Email kane@retaain.com.

I aim to acknowledge privacy requests within seven days and deal with them within a reasonable period.

I may need to verify your identity before providing access to or changing personal information.

If I cannot comply with a request, for example because information must be retained by law, I will explain that where appropriate.

14. Privacy questions and complaints

If you have a question or concern about how Retaain has handled your personal information, email:

kane@retaain.com

Please include enough information for me to understand the issue.

I will review the matter and aim to respond within a reasonable period.

If the Privacy Act 1988 (Cth) applies to the matter and you are not satisfied with the response, you may also be entitled to contact the Office of the Australian Information Commissioner (OAIC).

15. Data breaches

If Retaain becomes aware of a suspected data breach involving personal information, I will take reasonable steps to investigate, contain and remediate it.

Where the Notifiable Data Breaches scheme or another legal notification requirement applies, Retaain will make the notifications required by law.

16. Changes to this policy

Retaain’s services, systems and technology may change over time.

I may update this Privacy Policy when:

• the way Retaain collects or uses information changes;
• service providers change;
• new website functionality is introduced;
• analytics or tracking technology is introduced; or
• applicable legal requirements change.

The current version will be published on this website with the date it was last updated.

17. Contact

For privacy questions, access or correction requests, deletion requests or complaints: