Privacy Policy

1. About this Privacy Policy

This Privacy Policy explains how IBNZ Pacific Pty Ltd (ABN 40 640 558 998), trading as TensorPRO ("TensorPRO", "we", "us", "our"), collects, uses, holds, discloses, and protects personal information.

We are committed to protecting your privacy. This Policy is consistent with our obligations under the Privacy Act 1988 (Cth) and the Australian Privacy Principles ("APPs"), and we apply equivalent standards where the General Data Protection Regulation ("GDPR") or California Consumer Privacy Act ("CCPA") applies.

This Policy applies to visitors to www.tensorpro.ai and any related TensorPRO websites, users of the EDN Memory Engine API and any associated TensorPRO services, individuals who contact us by email or other means, and individuals about whom we receive personal information from our customers in the course of providing our services.

2. The personal information we collect

We collect the following categories of personal information:

Information you provide directly: name, email address, organisation, job title, and country (when you sign up, contact us, or join a waitlist); billing and payment information (when you subscribe to a paid tier); account credentials and API keys; communications you send to us.

Information collected automatically: IP address, device type, browser type and version, operating system; pages visited, time spent, referral source, and similar usage analytics; API request metadata (timestamps, endpoint accessed, response status, latency); cookies and similar technologies (see Section 8).

Information you submit to the API: memory records, conversational turns, and metadata that you or your end users provide for processing. This may include personal information of your end users if you choose to submit it.

Information from third parties: authentication providers (e.g. Google, GitHub) where you choose to sign in via these; payment processors for transaction confirmation.

3. How we use personal information

We use personal information to provide and operate our services; communicate with you about your account and material changes; respond to enquiries, support requests, and feedback; process payments and manage billing; improve our services, including troubleshooting, security, and product development; comply with legal obligations and enforce our terms; for research and aggregate analytics in a form that does not identify any individual; and for direct marketing of our own services to existing customers and contacts (you may opt out at any time, see Section 9).

We do not sell personal information.

4. Legal basis for processing

Where the GDPR applies, we rely on the following legal bases: performance of a contract, to provide the services you have requested; legitimate interests, to operate, secure, and improve our services; legal obligation, to comply with applicable laws; consent, for direct marketing and any other processing where consent is the appropriate basis (you may withdraw consent at any time).

5. Disclosure of personal information

We may disclose personal information to service providers who support our operations under appropriate contractual safeguards, including cloud infrastructure (Microsoft Azure, Australia East region), analytics providers, payment processors, customer support tools, and email service providers; professional advisers including legal counsel, accountants, and auditors; successors in business in the event of a merger, acquisition, or sale of assets; law enforcement, regulators, or other government authorities where required by law or where we reasonably believe disclosure is necessary to protect our rights or the safety of others.

We do not sell or rent personal information to third parties for their own marketing purposes.

A current list of our subprocessors is available on our Security page.

6. International data transfers

TensorPRO operates from Australia. Our service infrastructure is hosted on Microsoft Azure, primarily in the Australia East region. Some service providers may process personal information in other countries, including the United States and the European Union. When we transfer personal information outside Australia, we take reasonable steps to ensure that the recipient handles it consistently with the APPs and applicable data-protection laws. Where the GDPR applies, we use Standard Contractual Clauses or other lawful transfer mechanisms.

7. Data security and retention

We use commercially reasonable technical and organisational measures to protect personal information against unauthorised access, alteration, disclosure, or destruction. These include encryption in transit (TLS), encryption at rest for sensitive data, access controls, audit logging, and regular security review.

We retain personal information for as long as is necessary for the purposes for which it was collected, or as required by law. For data submitted to the EDN Memory Engine API: by default, we retain memory records for the lifetime of your account. You may delete records at any time through the API or by contacting us. On account closure, we delete or anonymise associated data within 30 days, except where retention is required by law.

8. Cookies and similar technologies

Our website uses cookies for the following purposes: strictly necessary cookies, to operate the website and remember your preferences; analytics cookies, to understand how visitors use the site (where consent is required, we will request it); authentication cookies, to keep you signed in to your account.

You can control cookies through your browser settings. Disabling cookies may affect website functionality.

9. Direct marketing and opt-out

If you have provided your email address to us, we may send you information about TensorPRO products, services, or research that we believe will be relevant to you. You can opt out at any time by clicking the unsubscribe link in any marketing email or by contacting us at contact@tensorpro.ai.

We do not use sensitive information for direct marketing.

10. Automated decision-making

In some circumstances we use automated processing to make decisions about your account, including automatic assignment of your service tier and automated rate-limiting applied to your account. Where you submit data to the EDN Memory Engine API, EDN performs automated retrieval and assembly of stored information to generate a memory context, you or your organisation, as our customer, control how that context is used in your own systems, including in any decisions affecting your own end users. For more information about a specific automated decision, or to request human review of a decision we have made about your account, contact us at contact@tensorpro.ai.

11. Your rights

Depending on your jurisdiction, you may have rights to access, correct, delete, restrict, or port your personal information, to object to certain uses, to withdraw consent, and to lodge a complaint. To exercise any of these rights, contact us at contact@tensorpro.ai. We will respond within the timeframes required by applicable law.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (www.oaic.gov.au) or, if the GDPR applies to you, with your local supervisory authority.

12. Children

Our services are not directed to individuals under the age of 18. We do not knowingly collect personal information from children. If you believe we have inadvertently collected personal information from a child, please contact us at contact@tensorpro.ai and we will take steps to delete it.

13. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. The current version will always be available at www.tensorpro.ai/privacy. Where changes are material, we will notify affected users by email or by prominent notice on our website.

14. Contact us

For questions about this Privacy Policy, or to exercise any of your rights:

Email: contact@tensorpro.ai Postal: PO Box 377 Fortitude Valley QLD 4006

IBNZ Pacific Pty Ltd | ABN 40 640 558 998 | trading as TensorPRO