Privacy statement

When you contact us through this website: your name, email address, company and message.

When your organisation works with us: the names, roles and contact details of the people we deal with; project requirements, change requests and our correspondence, including emails to our support address; and the quotes, proposals, agreements, purchase orders and invoices we exchange.

When you accept or decline a quote or proposal online, we record the name you give, your organisation, the time and your IP address. When you use our client area, we record your email address, when you sign in, and what you view, upload and send there, including messages in its chat.

The website and client area set only the cookies they need to work, such as a security token for forms and a cookie that keeps you signed in. We don't use analytics or advertising trackers.

To reply to enquiries, prepare quotes and proposals, deliver, host, support and maintain our services, answer support requests, invoice, and meet our legal obligations. We don't sell personal information or use it for marketing without your consent.

We use an AI assistant, Laysie, built on Anthropic's Claude, to help our team. It drafts proposals, documents and replies to support emails; sorts and prioritises support emails and alerts from the systems we look after; checks messages sent to us through the client area; and answers questions in the client area's chat.

A person at Paperplane reviews and approves everything it drafts before it reaches you, with one exception: in the client area's chat, Laysie replies to you directly. Its replies are labelled as written by AI, are checked automatically, and never give prices, timelines or commitments; those come from a person at Paperplane.

Laysie doesn't make decisions about you on its own. When it sorts a message or flags one for a person, it uses what the message says and who sent it, and a person at Paperplane decides what happens next. If messages sent through the chat repeatedly look unsafe, for example by trying to make it break its rules, the chat is switched off for that person until our team has reviewed them.

What we send it, such as names, project details and messages, is processed and stored by Anthropic in the United States, and Anthropic doesn't use it to train its models. We send an organisation's information only once we've recorded that we may, and never information from clients who have asked us not to.

Service providers who host our systems (Laravel Cloud and Cloudflare), deliver our email, keep our accounts and manage our projects, under contracts that limit their use of it; and Anthropic, as described above. We don't otherwise share personal information unless the law requires it.

Our systems and the information in them are hosted in Sydney. Some of this information is stored or processed outside Australia: in the United States by Anthropic, and by some of our other service providers, such as our email, accounting and code-hosting providers, which may store data in the United States and other countries. Our website is delivered through Cloudflare's network, which has data centres around the world.

Access is limited to our staff and the providers above. We keep information only as long as we need it for these purposes and the law requires, such as tax records, and you can ask us to delete it.

Ask us for a copy of the personal information we hold about you, to correct it or to delete it, at [email protected]. If you're not satisfied with how we handle a request or complaint, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.

We'll update this statement when our practices change. Last updated 12 November 2026.