Privacy Policy

Who we are

Equos.one is provided by EQUOS 9 PROPRIETARY LTD (ABN 53 610 207 817), an Australian company.

We handle personal information under the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

This policy describes how we handle personal information for Equos.one, including equos.one, console.equos.one, app.equos.one, the 3QUOS Android app, the Equos.One app for Shopify, and related cloud services.

What we collect

When you create an account, we collect your name, email address, business name, and ABN. When you use Equos.one, we store the business data you enter — inventory, orders, contacts, and related operational data.

You are responsible for the personal information you store about your own contacts. EQUOS 9 PROPRIETARY LTD handles that information on your behalf, so we can provide Equos.one to you.

Service providers

To run Equos.one we use:

• Google Firebase, including Firestore and Firebase Storage, for data, authentication, and file hosting.
• Stripe, for payments.
• Pocket ID at id.equos.one, for sign-in.
• A virtual private server in Malaysia, managed with Coolify, for hosting.
• Listmonk, for email. You can unsubscribe from marketing email, or opt out of marketing, at any time — use the link in the message, or email privacy@equos.one.
• GlitchTip, for error monitoring. The 3QUOS Android app sends crash diagnostics with the Sentry SDK.
• Google Fonts, to display type on this website.
• Google’s Gemini API, if you choose the optional AI assistant, to reply to the messages you send.
• A carrier or insurer you book through Equos.one, limited to the shipment and contact details that booking needs.

The 3QUOS Android app

3QUOS by EQUOS is our Android app for Equos.one, developed by EQUOS 9 PROPRIETARY LTD.

The app uses the camera to scan barcodes. On Android, barcode recognition runs on the device with Google ML Kit. We do not receive the camera image from that scan.

You can also use the camera, or a photo you already have, for a profile photo and for other photos you attach in the app, such as product images, worker photos, and warehouse photos. Profile photos and those uploads are stored in Firebase Storage.

If the app crashes or records an error, crash diagnostics are sent to GlitchTip using the Sentry SDK.

When you search in the app, the search text is sent to our backend as a search request in Firestore, processed by the EQUOS server.

To ask us to delete your account, see account deletion.

Shopify app (Equos.One for Shopify)

Equos.One for Shopify is an app that connects a merchant's Shopify store to their Equos.One account. The merchant creates an API key in the Equos console and pastes its client id and secret into the app.

The merchant (the Shopify store) controls their customers' data. We handle it on the merchant's behalf, to provide the service.

What the app accesses

From the Shopify store, the app reads:

• Orders, including each line's SKU and quantity, and the delivery address.
• The customer name, email, phone and address on that order. Equos needs a name, and an email or a phone, to match an existing contact or create one. The street address, suburb, state and postcode can be sent with the order. A Shopify customer reference can be stored with the contact, in the form shopify:<shop>:customer:<id>.
• Products and variants that have a SKU, for the Equos catalogue.
• Store locations. The merchant maps each one to an Equos warehouse. An order that ships from more than one mapped warehouse becomes one Equos order per warehouse.
• In fulfillment-service mode, the fulfillment orders Shopify assigns to those warehouses. Each request becomes its own Equos order.

The Equos API key for the app can read that business's orders and inventory in Equos, create and update orders, and subscribe to Equos webhooks for order, shipment and inventory events. It can export or erase a shopper's personal data, as described below.

The app does not read inventory levels inside Shopify, and it does not send fulfilments or tracking back to Shopify.

Why we use it

• To create the store's orders in Equos.One. The customer's name, email or phone, and delivery address go with the order, so the warehouse can pick, pack and deliver it, and so Equos can keep a contact for that customer.
• To bring products that have a SKU into the Equos catalogue.
• To give each warehouse only the lines it ships, using the location mapping the merchant sets.
• In fulfillment-service mode, to turn a fulfillment order assigned to an Equos warehouse into an Equos order.

We do not use this data for advertising, profiling, or marketing to the store's customers.

Where it's stored

The customer's name, email, phone and address are stored in the merchant's Equos.One account, on the contact and on the order. Products sent across are stored as catalogue items. Equos.One account data, including these orders and contacts, is stored in Australia and the United States. That data is handled under the rest of this policy, including where it's stored and how long we keep it (see below).

The API secret the merchant pastes into the app is stored encrypted and is not shown again.

Equos can also hold copies of webhook payloads. A privacy erasure, below, redacts the personal data in the payloads it matches.

Who we share it with

• The merchant's Equos warehouse that fulfils the order, and a carrier or insurer the merchant books through Equos.One. This is limited to what fulfilment and delivery need.
• The service providers listed above that run Equos.One.

We do not sell this information.

Security

The Equos API secret held by the app is stored encrypted. The key reaches only that merchant's Equos business. Orders and contacts are covered by the Security section below. Due care is not a guarantee.

How long we keep it

Orders, contacts and catalogue items in the merchant's Equos.One account follow How long we keep it, below.

A Shopify erasure does not delete the order, and it does not delete the contact record. It blanks the personal fields named below and archives the contact, so the order can still refer to it. We keep the order number, references, status, dates, totals and lines, and any carrier and tracking already stored. We keep an audit row for the request — the key, the request id, which inputs were given, the matched ids and the counts. That row does not contain the personal data. We keep a SHA-256 hash of the Shopify customer reference so the same request can be recognised again.

Shopify privacy requests

Shopify's mandatory privacy webhooks are customers/data_request, customers/redact and shop/redact. The Equos API key for the app is allowed to run the operations below for those requests. Each one applies only to that merchant's Equos business, and it runs when it is called.

• customers/data_request: Equos returns the matched contact, including name, email, phone and address, and the personal fields stored on that customer's orders, with their lines. The response goes back to the caller of the API, for the merchant. We do not send it to the customer. An export includes up to 200 orders for a contact. If more than 25 contacts match, Equos returns nothing until the request is narrowed, for example by the Shopify customer reference.
• customers/redact: Equos blanks the contact's name, business name, email, phone, mobile, fax, website, address and notes, removes its external references, and archives the contact. On orders where that contact is the customer or the supplier, Equos blanks the name, email, phone and address, the receiver or sender details on a freight consignment, and notes that were imported through the API. Stored webhook payloads that mention the contact or those orders are redacted. The contact id, type, tags, category and tax flags are kept. A job that is still processing is left until it has finished; repeating the request clears what is left. One call clears up to 1000 orders for a contact. If more than 25 contacts match, Equos changes nothing until the request is narrowed. This operation has no separate hold for records the law requires us to keep.
• shop/redact: Equos erases, one page at a time, every contact of that business linked to shopify:<shop>:customer:*. A contact that is also linked to another shop is not erased. Equos removes only this shop's references and blanks only the orders that came from this shop. When the last page finishes, Equos redacts stored Shopify webhook payloads for that shop. Products, order records and the Equos account itself are not deleted by this operation. Repeating it is safe.

These operations finish in the call, except a shop erasure that still has further pages, or a redact that still has orders or a job in progress. Repeating the call finishes what is left.

Store customers who want to access or delete their data should contact the merchant (the store) first. Merchants can also contact us directly.

Contact

For questions about the Shopify app, email jai.reddy@equosnine.com.

How we use it

We use personal information to provide Equos.one, to keep it secure, to support you, to bill you, and to improve the platform.

To improve Equos.one we prefer de-identified or aggregated information, which does not identify you or your business. Where we use personal information for product improvement, we do so only as permitted under the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and you can ask us to stop.

We may access account details, support tickets, logs, and diagnostics to provide the service, keep it secure, investigate faults, and prevent abuse. We do not use your business data for advertising or profiling.

We do not sell your personal information.

We share it only with the providers above to run the service.

Where it's stored

Account data is stored on Google Cloud infrastructure (Firebase / Firestore) in Australia and the United States. Payment processing is handled by Stripe. We do not store credit card numbers.

Some providers handle personal information outside Australia. Where we disclose personal information overseas, the likely countries are the United States, Malaysia (where our servers are hosted) and other countries where Stripe and Google (including Firebase, Google Fonts and, if you use the optional AI assistant, Gemini) operate.

Security

We take all due care that may reasonably be expected of a provider of a business software platform of this kind, including access controls, encryption in transit, regional hosting, and limiting staff access to what is needed to operate and support Equos.one. Due care is not a guarantee that the platform will be free of vulnerabilities or unauthorised access.

How long we keep it

We keep account and operational data while your account is active.

After cancellation or lapse, your account data remains available read-only for up to 2 years, then is deleted. You can request earlier deletion by emailing privacy@equos.one, and we will action it within 30 days. The steps, and what is deleted or kept, are on the account deletion page.

We may retain and use de-identified or aggregated data — which does not identify you or your business — to maintain, analyse, and improve Equos.one, including after your account is closed. Where we keep personal information for product improvement, we do so only as permitted under the Privacy Act 1988 (Cth), and you can ask us to stop.

Chat and contact messages

When you use the chat widget or send us a message through the contact form, we store the name, email address, and message content you provide as a support ticket in Firestore (Google Cloud). The chat widget also keeps your name, email, and a chat reference in your browser's local storage so your conversation stays connected across page visits — you can clear this any time from your browser. If you choose our optional AI assistant instead of talking to a person, the text you send is processed by Google's Gemini API to generate a reply. We use this information only to respond to your enquiry.

Plan questionnaire

If you use a plan questionnaire on equos.one, we store the version you completed, your answers, the plan we recommend, the time you finished, and any campaign parameters on the link you opened. An email address is optional. We use this to recommend a plan and, if you leave an email, to follow up about that recommendation. These responses are stored in Firestore (Google Cloud), separate from support tickets. Analytics for the questionnaire record the version and the recommended plan only — not your answers or your email.

Your rights

You can ask to access or correct your personal information by emailing privacy@equos.one. We will respond within 30 days.

You can ask for an export of your data at the same address. You can also ask us to stop using personal information for product improvement.

Complaints

If you have a complaint about how we handle personal information, contact us first at privacy@equos.one.

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

Cookies and analytics

We use essential cookies for authentication and session management. We use a self-hosted, privacy-focused analytics service to understand aggregate usage patterns. This does not use cookies, does not collect personal data, and does not track you across sites. We do not use third-party advertising cookies or cross-site tracking.

Changes

We may update this policy from time to time. The version and date on this page are the ones in effect. Significant changes will be communicated via email to registered users.

Contact

For privacy-related requests, email privacy@equos.one. For general enquiries, visit our contact page.