Version 2.10 · 26 September 2026.
Privacy policy
The short version. The full policy below is the one that counts.
manolo is software a plumber uses to run his business. It answers his work phone, reads his work email, keeps track of his jobs and writes up his quotes and invoices.
If you are that plumber, manolo holds your business details, your messages, your calls and your job records. If you rang or emailed a plumber who uses manolo, it holds what you said, the number or address you said it from, and the job it belongs to. You have no manolo account; your information sits inside his.
Answered calls on a manolo number are recorded, and so is a voicemail message. Both people hear an announcement before they can hear each other, and the plumber cannot switch it off.
manolo uses Google’s AI to read messages and listen to calls, so it can work out what the job is and file it in the right place. That AI runs on Google’s worldwide service, and the phone service manolo uses is partly in the United States. The database and the stored files are in Sydney. We are not telling you everything stays in Australia, because it does not.
manolo never sends a message to a customer by itself. A person sends every one, and writes it too, apart from two short texts manolo drafts — when he will arrive, and that he is running late — and the covering note on a quote he approves. manolo sends no automatic replies, no reminders and no chasers. Nothing here is sold and there is no advertising.
Recorded call audio is deleted on a clock the plumber sets — one day to ten years — though the written transcript stays. If you rang him, you cannot see that clock or change it. Most of the rest is kept until he deletes his account, which he can do in the app at any time. He can download a copy of his records first. Some things stay after deletion, listed below — supplier receipts among them, each with its photo or the email it came from. Deleting the account cancels his subscription if he pays through Google Play, and does not if he pays through the App Store, where he has to cancel it himself.
If you are not the plumber and you want your information out, email daniel@manolo.com.au and say which business you contacted. We will usually have to involve that business.
If information is lost or taken and it could seriously harm someone, we investigate, and where the law requires it we tell the people affected and the Office of the Australian Information Commissioner.
Who you are dealing with
manolo is run by Telira Pty Ltd (ACN 698 922 682, ABN 32 698 922 682), an Australian company, under the Privacy Act 1988 (Cth) and the Australian Privacy Principles. daniel@manolo.com.au, or U 58/28 Macpherson Street, Warriewood NSW 2102.
Two kinds of people this covers
You, the tradie: you sign in and the account is yours. Your customers: they ring, text or email your manolo number, never sign in, and are here because they contacted you, or because you imported them from ServiceM8 — inside your account, and yours to decide about.
What manolo holds, and why
| What | Detail |
|---|---|
| Your account | The identifier and email address Google or Apple gives manolo when you sign in, and your photo from Google. The name you type at setup. The address of the Gmail mailbox you connect, which your customers see on the quotes they open online. Business name, ABN, business type, licence number, address and timezone, plus what the Australian Business Register returns for it. Which version of the terms and of this policy you accepted, when, and the app build that asked you. |
| Your manolo number | The identity documents a carrier requires before issuing an Australian number. They go to Twilio; manolo keeps its reference codes, never the documents themselves. |
| Calls, messages and email | SMS, MMS and email text and subject lines; photos and files sent to you; call and voicemail recordings, each with a transcript and manolo’s summary; the number or address it came from; your own greeting and announcement, if recorded. A wrong number, a robocall or a personal call is filed too. Email means every new email that reaches your inbox, work or not: the ones manolo judges not to be work are kept off your boards but still stored, so a wrong judgement can be undone. |
| manolo’s working notes | For each message it handles: the steps the AI took, what it read, what its tools answered and what it said — which includes copies of message text and transcripts — plus how long it took and what it cost. |
| People | Customer and supplier names, numbers and email addresses; job site addresses and coordinates; and, if you connect Google Contacts, your whole directory — including people who are not customers. |
| Money | Quotes, invoices, line items, payments, your price book, any supplier price file, and receipt photos with the supplier name, ABN, invoice number, date and totals as printed. When a customer answers a quote online: their typed name, email, IP address, browser, the decision and a fingerprint of the quote they saw. |
| Your subscription | manolo never sees a card. The store holds the payment details. manolo keeps which store you bought through, the store’s reference for the purchase, the subscription’s status and when the paid period ends. The trial takes no payment details. |
| Your calendar | Your own entries are read live from Google and shown on your schedule. They are held in the server’s memory for up to an hour while you use it, and are never written to manolo’s database or kept on your phone. manolo writes its own bookings into your calendar, headed with the customer’s name and the job, and keeps Google’s id for each event it wrote. Also stored: Google’s busy answer (a start, an end, whether manolo booked it) so an outage cannot empty a full diary, and a record of each calendar manolo watches for changes. A calendar’s id is normally your own email address, so those rows are personal information. |
| Where you are | When you ask for an arrival time, one reading while the app is open: manolo sends a rounded position and the job’s coordinates to Google Maps for the drive time. Decline and it estimates from the address; the job timer works without location permission. No continuous tracking, no background trail — a job’s clock collects no reading, nothing is kept as history or queued offline. Rounded routes and their drive times stay in the server’s memory until they are replaced or the server restarts. |
| Devices and opt-outs | A registration for each device you allow notifications on. If someone replies STOP, manolo keeps their number or address on a do-not-contact list. |
| On your phone | A copy of your jobs, conversations and photos so the app works with no signal, plus anything written and not yet sent. Signing out deletes all of it; signing back in downloads the rest again. |
| The record of what manolo did | A record of every change manolo makes in your account — what, why, how confident. The app does not show it; ask us and we will send it. The database refuses edits to it. What you write to the manolo team is stored with your account and app build. |
If you sign in with Apple
manolo asks Apple for your name and your email address. It keeps the address and not the name. If you choose Hide My Email, Apple gives manolo a relay address instead of your own, and manolo notes that it is one. Email manolo sends to that address passes through Apple’s relay.
manolo keeps the token Apple returns when you sign in, and uses it for one thing: handing its access back to Apple when you delete your account.
An Apple sign-in gives manolo nothing else: no mailbox, no contacts, no calendar. For those, connect Google in the app, and Google asks you for the access listed below.
What manolo asks of your Google account
Signing in with Google grants these in one go. Until you accept the terms and this policy on the setup screen, manolo uses that access only to sign you in, which tells it your email address and your photo. It does not read your mailbox, your contacts or your calendar before then. Withdraw them any time in your Google account: manolo stops reading and writing from then on, and keeps what it already holds. Deleting your account erases that, apart from what Getting it erased keeps.
openid email profile | Signs you in; fills your email and photo. |
gmail.readonly | Reads each new email that reaches your inbox — all of them, not only work — to pick out leads, quotes to chase and receipts. |
gmail.send | Sends, as you, the emails you write and the quotes you approve. manolo writes a quote’s covering note. |
contacts | Reads your directory; writes new customers into it. |
calendar.freebusy | Asks when you are busy, before offering a time. |
calendar.readonly | Shows your day. |
calendar.events | Writes a booking you accepted into your calendar, and an entry when you start the clock on a job outside one. |
manolo’s use and transfer of information received from Google APIs to any other app will adhere to the Google API Services User Data Policy, including the Limited Use requirements.
What manolo reads from your Google account runs manolo for you and nothing else. It is never sold and never used for advertising. Neither it, nor the summaries and records manolo makes from it, is used to train a general AI model. manolo staff do not read it, except as that policy allows: with your agreement, for a security investigation, or where the law requires it.
What goes to Google’s AI
The reading and listening is done by Google’s Gemini models on Vertex AI, in manolo’s Google Cloud account. manolo sends Gemini the text of each new email, to decide whether it is about a job and to summarise it; message text, photos and receipt images; recorded call audio, for the transcript; and the customer and job records a message may belong to. Vertex AI’s global endpoint processes it outside Australia. It is sent to get an answer back and for nothing else, and manolo does not permit its use to train general AI models. Google may still cache a request briefly and keep some for abuse monitoring under its own terms, and manolo has not arranged zero retention.
Calls are recorded, and people are told
An answered call. The carrier plays an announcement to both people before either can hear the other: “Hi, this call may be recorded to help me with admin work.” — or the tradie’s own wording. Recording starts with the announcement, not after it. A tradie can reword it or record it in his own voice, but not remove it. A new version is checked by AI, and refused unless it says the call may be recorded. If manolo’s request to play the announcement fails, the call is put through and not recorded.
Voicemail. An unanswered call goes to voicemail, where the caller hears the business’s greeting — manolo’s default, or one the tradie recorded — and the message they leave is recorded, for up to two minutes. The announcement above is not played before a voicemail, and a tradie’s own greeting is not checked for recording wording.
Afterwards. Twilio makes the recording. manolo copies it into storage in Sydney and then deletes Twilio’s copy; if that copy across fails, Twilio holds the only one until a retry succeeds. Google’s Gemini transcribes the audio and writes a short summary, and manolo’s AI reads both to file the call.
The announcement tells people; it is not proof that anyone agreed.
Decisions manolo makes on its own
Decided by the program, with nobody involved: what an enquiry is about, which customer and job it belongs to, whether to raise a job, whether two customer records are one person, how urgent it is — which affects how fast a business gets back to you — and when to stop and ask the tradie instead.
Prepared by the program for the tradie to decide: draft quotes with their covering note, invoices and supplier receipts, proposed booking times, and two short texts: when he will arrive, and that he is running late. The program drafts no other reply. None reaches you until a person approves or sends it, and any draft can be edited first.
To decide, the AI reads the message content, the sender’s number or address, the customer and job records already there, call transcripts, recorded call audio, photos and receipt images. It can get it wrong — misfiling an enquiry, or missing that it was urgent — which can mean a slow answer or none. The tradie sees where manolo filed each message and can move it to the right job by hand. Tell the business, or us, and we will fix it.
Where it goes, and who else sees it
The database and the archived recordings, photos and receipts are configured in Google Cloud’s Sydney region (australia-southeast1). This is not a promise that all information stays in Australia. Providers may keep or cache copies, and review them for abuse, under their own terms. “Set by…” means that company decides where, and it may be overseas. manolo does not authorise use of this information to train general AI models, and will disclose it where the law requires.
| Who | What reaches them | Handled |
|---|---|---|
| Google Cloud | Everything manolo holds, plus backups and manolo’s operational logs. The logs are filtered for email addresses, phone numbers and credentials before they are written; the filter matches patterns, so we do not claim it catches every personal detail, and logs still carry account identifiers and technical detail. | Sydney for the database, files and backups. Logs are held by Google Cloud Logging, which manolo has not pinned to a region. |
| Google Gemini | One request’s content while it is worked on: message and email text, transcripts, recorded call audio, photos, receipt images. | Outside Australia, on Vertex AI’s global endpoint |
| Gmail | Each new email in your inbox is read; the emails you write and the quotes you approve are sent as you, including attachments. Google notifies manolo when new mail arrives. | Set by Google |
| Google sign-in, Contacts, Calendar | Your identity; your directory in, new customers back out; when you are busy, your events, the bookings manolo writes. | Set by Google |
| Google Maps | Job site addresses — your customers’ homes — for their standard spelling and coordinates; your business address, to check it is real; rounded route coordinates for an arrival time. | Set by Google |
| Twilio | Your identity documents and business details; the number of everyone who calls or texts you and what they wrote; the texts you send, with their photos, and who they go to; the numbers you call; the call audio, which Twilio records before manolo copies it; and your phone’s registration for incoming-call notifications, which the app gives to Twilio directly. | US1 services; Sydney audio mixing is asked for, but Twilio’s copies sit under a United States account |
| The app store | It sells and charges the subscription, holds the payment details and tells manolo the status. When you buy on Google Play, the app attaches manolo’s identifier for your account to the purchase — a random code, not your name or email — so the payment can be matched to you. | Set by the store |
| Push services | Your device’s push address and the one line a notification shows. | Apple / Google |
| Xero only if you connect it | Your customers, quotes, invoices, payments and supplier receipts with their photos. Xero is what emails an invoice to your customer. | Set by Xero |
| ServiceM8 | Nothing. manolo reads ServiceM8 and never writes to it. | Your copy is held in Sydney. |
| Australian Business Register | Your ABN. | Australia |
If you imported from ServiceM8
manolo copies your customers, jobs, price book, quotes, invoices, payments, notes, texts, emails, and job photos with where they were taken. It reads your other ServiceM8 contacts and job files but does not keep them.
The copy stays until you delete your account or ask us to remove it. Running the import again copies your records again. manolo downloads your job photos in the background until it has them all.
Disconnect at Settings → Connected apps → ServiceM8 and manolo stops reading ServiceM8. What it imported stays.
Only you can remove manolo from ServiceM8. Disable the manolo add-on in ServiceM8’s Add-on Store.
To delete the import and keep your account, email daniel@manolo.com.au. We remove it within 30 days and tell you what was kept.
We keep the price book, payment amounts and the record of what manolo did. If you have since worked in manolo on an imported customer or job, we ask you before removing it.
How long it is kept
| What | How long |
|---|---|
| Call recordings (the audio) | 90 days by default, set between 1 day and 10 years at Settings → Sign-in and privacy → Call-recording retention. Past the window the audio is swept nightly; the transcript, the summary and the record of the call stay. |
| Email text | 90 days from the day the email arrived or was sent, then a nightly sweep removes the text from manolo’s copy. That covers every email manolo read from your mailbox, including the ones it judged not to be work, and the emails you write to a customer from the app. What stays of an email you received is its subject line and manolo’s summary, where it had them, and the sender’s address; of one you sent, its subject and the address you sent it to. The email in your own Gmail is not touched. A quote’s covering note is part of the quote and is kept with it. Three kinds of text stay longer: an email still waiting on you — under a question you have not answered, or a supplier order you have not yet filed to a job or dismissed — until you deal with it; email history you imported from ServiceM8, until you delete your account; and an email a supplier receipt was drafted from, which is kept with that receipt. manolo’s working notes can also hold a copy, on their own clock. |
| Transcripts, summaries, message records, customers, jobs, quotes, invoices | Until you delete your account. An email’s own text goes on the clock above. |
| Photos and files | Until you delete your account. The recording clock above covers call audio only. A photo behind a supplier receipt outlives the account. |
| manolo’s working notes on how it handled a message | 90 days, swept nightly. They hold copies of what the AI read — email text and call transcripts among it. |
| Remembered busy times | 1 hour, then swept nightly. |
| Your sign-in session | 14 days, then you sign in again. |
| Which version you accepted | Until you delete your account, which deletes those records outright rather than emptying them. |
| Supplier receipts, with the photo or the email each came from | Kept indefinitely — nothing expires them, and they survive account deletion. They are the record behind a tax claim. Where a receipt arrived by email, the whole email stays with it: its text, subject, sender address and message reference. |
| Your price book, uploaded price files, payment amounts and tracked time | Kept, and left behind by account deletion. They are pricing and ledger records rather than records about a person, but anything you typed into them stays as you typed it. |
| Quote acceptances | The decision and a fingerprint of the quote version: indefinitely. The name, email, IP address and browser of whoever answered: until you delete your account. |
| The record of what manolo did | Indefinitely. The database refuses edits to it; account deletion is the one exception, scrubbing the personal details out of its stored copies of each changed record. |
| Operational logs | Set to expire after 30 days, not deleted account by account. A copy of two of them — a line per request and a record of each AI run, both carrying account identifiers — is archived separately, and there the 30-day clock binds only the tables written since it was set; the earlier ones have none. |
| What other companies hold | Twilio keeps your text messages and their photos until manolo deletes them, which it does when you delete your account. A text arriving at your number after that comes too late to be deleted, and stays at Twilio until the sub-account closes at the end of the hold. Google, Xero and the app store keep their own copies under their own terms. |
Backups take longer to catch up. manolo keeps the 14 most recent database backups and seven days of database change logs, and a deleted file stays recoverable in storage for 90 days, so something you deleted can sit in a backup until those windows pass. Backups sit in Sydney, and nothing reads them except a restore.
Getting a copy of your data
Ask for it yourself, any time, at
Settings → Sign-in and privacy → Export my data — or
the plan screen, if your subscription has ended. manolo emails a download link to the address you
sign in with. The link downloads the file once, and works for
7 days, until you ask for a new one, or until you delete your
account. The email comes from manolo’s own mailbox, which keeps a copy of every email it
sends. Download the file soon: once you have, that copy opens nothing. The file's sections, in written
order:
exported_at,
account,
billing,
settings,
legal_acceptances,
customers,
vendors,
contacts,
jobs,
invoices,
supplier_receipts,
supplier_receipt_lines,
quotes,
quote_signatures,
parts,
labor,
line_items,
job_customers,
doubts,
payments,
artifacts,
integrations,
calendar_watches,
remembered_busy_times,
price_book,
bookings,
tracked_time and
messages_to_manolo.
Three do not name themselves: artifacts is every message and call with the text manolo still holds, its summary, transcript and the storage paths of its recording and photos; settings carries your name, email, business address and licence number; contacts is your whole directory. The file never contains a password or a key.
The file is your records, not everything manolo holds. It leaves out the recordings and photos themselves, naming only where each is stored; manolo’s working notes and the record of what manolo did; the do-not-contact list; notification history; the supplier price file you uploaded; and sign-in sessions and keys. Write to us if you want any of those.
Getting it erased
Settings → Sign-in and privacy → Delete my account — or the plan screen, if your subscription has ended. If you cannot reach the app, write to daniel@manolo.com.au and we will do it for you. Export first, and download the file from the email before you delete: the link stops working once your account is deleted, and deleting cannot be undone.
Straight away, you are signed out and nothing more can come in: your number and your mailbox are cut off from the account before anything is destroyed.
Then the erasing. manolo:
- deletes your recordings and photos from storage, and tells Twilio to delete its copies of your recordings, text messages and their photos;
- erases the personal details in your customer, contact, supplier, job, quote, invoice and message records, leaving emptied rows behind;
- deletes the do-not-contact list and your device registrations;
- removes the customers it mirrored into Google Contacts and the bookings it wrote into your calendar;
- tells Google to stop watching your mailbox and your calendars, and hands its Google access back;
- hands its Sign in with Apple access back;
- ends its Xero authorisation;
- deletes its key to your ServiceM8 account;
- cancels a Google Play subscription, so Google Play takes no further payment — the time you have already paid for is not refunded — and asks Google again every day until it confirms;
- releases your number, deletes the identity documents at Twilio and closes your Twilio sub-account.
Your number is the one step that waits. It stops taking calls and texts straight away, is held for 30 days, then is released with the identity documents and the sub-account.
If a step does not land, it is never reported as a clean erase. An interrupted erasure, and any leftover files, are retried nightly. A step another company refuses — a number Twilio will not release, a contact Google will not delete — is recorded as a gap for us to follow up by hand.
What erasure keeps, and what it cannot reach
- An App Store subscription, which belongs to your Apple account: deleting your account does not cancel it. Cancel it in the App Store, or you will keep being charged for an account that no longer exists.
- Your Xero books. The contacts, quotes and invoices manolo put into your Xero organisation are your own accounting records; deletion ends manolo’s access and does not empty your books.
- Your Apple sign-in, if manolo never got the token for it. Without that token manolo cannot hand its access back: it stays listed in your Apple Account until you remove it there.
- Supplier receipts and their photos are kept, with the supplier name, ABN, dates, totals and line descriptions on them, and, where a receipt arrived by email, that email. So are the price book, price files, payment amounts and tracked time. Write to us about any of these.
- Quote acceptances. The decision, and a fingerprint of the version accepted, stay — the record of what was agreed. The name, email address, IP address and browser of whoever answered are erased.
- The record of what manolo did stays. Deletion scrubs the personal details out of its stored copies of each changed record. The one-line reason manolo wrote for a change is kept as written, and can name a person.
- Reference codes. The emptied rows keep other companies’ codes for things that were yours — Twilio’s for your number, identity record and messages, Xero’s for a quote or invoice, Google’s for a calendar event or an email, and Google Play’s for your subscription until Google confirms it is cancelled — so an unfinished step can be retried. A code names no one by itself, but the company that issued it can match it to its own records.
- Operational logs are not erased per account, neither manolo’s own nor the hosting platform’s request log. They age out on the clock above. And backups, for the windows above.
If you never signed up for manolo
You rang, texted or emailed a plumber whose software is manolo, or he imported his old records into it. To ask what is held about you, or to have it corrected or deleted, email daniel@manolo.com.au and say which business you contacted and the number or address you used. Do not send identity documents by ordinary email; if we need to check who you are, we will tell you how. We will usually have to involve that business, because the records are in its account and some are its own to keep, such as a paid invoice or an accepted quote. We will tell you what was done and kept.
Who does what. The business decides what its account keeps and what happens to it. Telira stores and processes that information to run the service for the business. You can ask either of us.
An answered call on a manolo number is recorded, and so is a voicemail message you leave. manolo offers no way to opt out of the recording during a call. If you would rather not be recorded, contact the business another way, and you can ask for a recording of you to be deleted.
If you joined the waitlist
The Join the waitlist form on this website is separate from the app. It stores your email address, which phone you said you use if you said, which form on the page you used, your browser’s identification string and the time. The list is held in Google Cloud’s Sydney region. Each new signup emails the whole list to Daniel at daniel@manolo.com.au, so copies also sit in that mailbox. It is used to tell you when manolo opens to you, and for nothing else. Nothing expires it today: an entry stays until you ask to be taken off. Write to daniel@manolo.com.au and we will remove your entry and the emailed copies. Deleting an app account does not touch the waitlist, so ask separately.
If something goes wrong with your information
If personal information manolo holds is lost, or accessed or disclosed without authority, we investigate and contain it straight away. Where that is likely to result in serious harm the Notifiable Data Breaches scheme applies: we notify the people affected and the Office of the Australian Information Commissioner as soon as practicable, saying what happened, what was involved and what to do. Where it sits in a tradie’s account we tell him too.
Keeping it safe
- Signing in goes through Google or Apple, so manolo has no password of yours to lose. Sessions are stored only as a one-way hash, so a stolen database cannot resurrect a live sign-in.
- The keys connecting manolo to Google, Apple, Xero and ServiceM8 are encrypted before they are stored in the database, under a key kept in a separate secret store. The AI is never given them.
- Storage holding recordings and photos is closed to the public by enforced policy, not a setting someone could flip.
- The people at Telira who run manolo can technically reach the database, storage and logs through Google Cloud, each under their own sign-in. That reach is there to keep the service running and to answer the requests on this page. Content that came from a Google account is read only in the three cases above.
Questions, corrections and complaints
Whether you are a tradie or someone who contacted one: to ask what manolo holds about you, to have it corrected or deleted, or to complain, write to daniel@manolo.com.au or the postal address above. The Privacy Act requires an answer within a reasonable period. We have not set ourselves a shorter deadline than the law does. If that does not satisfy you, take it to the Office of the Australian Information Commissioner, oaic.gov.au, which asks you to complain to us first and allow 30 days.
Changes to this policy
When this policy changes, the version and date at the top change with it, and earlier versions are kept — ask us for one. A change that materially affects how information is handled is told to account holders before it takes effect.