Privacy Policy

This policy explains what personal information ReelHaus collects on reelhaus.one, why we collect it, who sees it, and what you can do about it. We have tried to keep it short and plain.

Who we are

ReelHaus is a done-for-you short-form video service. We make reels for brands and post them across a network of Instagram and TikTok pages that we run.

ReelHaus is based in Sydney, New South Wales, Australia. In this policy, "ReelHaus", "we", "us" and "our" mean the business that runs ReelHaus and reelhaus.one.

Privacy questions: email hello@reelhaus.one. We will reply within the time the law sets.

Who this covers

This policy covers:

• people who visit reelhaus.one
• people who fill in our booking form or contact form, or book a call
• people who email us at an @reelhaus.one address
• clients who have a login to our client dashboard
• clients and people who may become clients, however they first reached us

It does not cover the Instagram and TikTok pages we run. Those platforms have their own privacy policies.

What we collect

What you give us. If you book a call, we ask for your name, email, and optionally your mobile number and a link to your website or social page. If you use the contact form, we collect your name, company, email and message. If you email us, we keep the email and anything attached. If you book a time on our calendar, you also give the booking tool your chosen time and time zone.

What we collect automatically. When you visit the site, we and our providers receive your IP address, browser and device type, the pages you view, the page that sent you to us, the approximate country your IP address points to, and technical details such as page speed and errors. If you arrived from an ad or a tagged link, we also keep the tracking tags in that link, such as the campaign name and the ad click ID.

How you use the site. We record clicks, scrolling, how long each section stays on screen, which questions you open in the FAQ, whether you see, click or close our Book a call pop-up, which steps of the booking form you reach, and whether a form step fails. We also use heatmaps and session replay. Session replay is a playback of your visit, such as where the cursor moves and what is clicked. Everything you type into form fields is masked, so we do not see it in the replay.

Client dashboard. If you are a client, we hold your name, email, a password (stored in hashed form), and which accounts you can see. The dashboard shows view, like and comment numbers for the pages we run for you.

What we do not collect on this site. We do not take card details on this site. If we invoice you, the payment provider we use to collect payment receives the billing details it needs. We do not knowingly collect sensitive information such as health details.

Why we use it

We use personal information to:

• reply to you and set up your call
• run, secure and fix the website and the booking form
• understand which pages and sections work, and improve them
• measure and improve our own advertising, including matching a lead or a sale back to the ad that led to it
• follow up with people who asked to talk to us
• deliver the service to clients and show them their results
• meet our legal, tax and accounting duties and handle disputes

We use the booking form details to set up your call, to follow up about it, and to measure which pages and ads bring in leads, as described under PostHog and Meta below. We do not sell your personal information for money.

Who we share it with

We use these providers. They process information for us, and some also use it for their own purposes as described in their own policies.

• Vercel hosts the site and runs our server code. It sees ordinary web request data such as IP address and browser details.
• PostHog (EU cloud) provides our analytics, heatmaps and session replay. Its data is sent through our own domain. When you send the booking form, we also link your visit to your name and email in PostHog, so we can follow a lead through the site. A link to the replay of that visit goes into the email we get about your booking and into your record in our customer relationship tool.
• Meta (Facebook and Instagram) receives data from the Meta Pixel in your browser. If you send the booking form or book a call, the pixel and our server both send Meta a "Lead" or "Schedule" event. If you click the Fleet Kit pop-up, the pixel also sends Meta a "KitPopupClick" event. When someone becomes a client, however they first reached us, our server sends Meta a "Purchase" event with the plan name and value. These events carry your email, phone number, name, country and our customer record ID in hashed (scrambled) form, plus your IP address, browser details and ad click identifiers when we have them. Meta uses this to measure and improve ads and may use it under its own policy.
• HighLevel (GoHighLevel, also called LeadConnector) is our customer relationship tool. It holds your contact record, notes, appointments and email conversations, and it provides the booking calendar. Your record also stores the IP address, browser details and ad click identifiers from your form visit, so later Meta events can be matched to it. When the calendar opens, your name, email and phone are passed to it so you do not have to type them again.
• Resend delivers the notification email we receive when you send a form, and receives the email that is sent to our @reelhaus.one addresses.
• Telegram carries a short alert to our team when a call is booked on our calendar, including onboarding calls. It includes your name, call time, email, phone and any answers you gave.
• Supabase provides logins for the client dashboard. Zernio supplies the performance numbers shown there. Neither receives information about website visitors.
• Our own staff and contractors who need it to do their work, and our professional advisors, insurers and auditors.
• Authorities or other parties where the law requires it, to protect our rights, or in a sale or restructure of the business.

Mail sent to an @reelhaus.one address may also be forwarded to a personal mailbox of one of our team and copied into our customer relationship tool.

Cookies and similar tools

We use the tools below. They load when you visit the site.

• PostHog. Sets an identifier in a cookie and in your browser storage to recognize a visit across pages. Used for analytics, heatmaps, session replay and error reports.
• Meta Pixel. Sets the cookies _fbp (identifies your browser) and _fbc (stores an ad click ID when you arrive from a Meta ad). Used for ad measurement and to build audiences.
• HighLevel booking calendar. Loads in a frame once you reach the booking step and can set its own cookies.
• Supabase login cookies. Used only on the client dashboard to keep you signed in.
• Our own browser storage. While your tab is open we keep the campaign tags from your link and a record that you sent the form, so the booking step works and we can credit the right source. This clears when you close the tab. Our Book a call pop-up also keeps a note in your browser that you closed it, so it stays away for a few days, and a note that you clicked it, so it does not come back. These notes stay on your device until you clear your browser storage.

We do not currently use Google Analytics. Our own site shows no ads; the Meta Pixel above is what we use to measure and target our ads on Facebook and Instagram.

You can block or delete cookies in your browser settings or use a browser or extension that blocks trackers. This may break parts of the booking form. You can manage ad settings in your own Facebook and Instagram accounts. You can also email us and ask us to delete or stop using the data we hold about you.

Where your information goes

Our providers work in the United States, the European Union and other countries. That means information about you may be stored or processed outside the country where you live, including outside Australia. When we send personal information overseas, we take reasonable steps so that it is handled under privacy obligations suited to its purpose, such as contract terms with the provider. If you are in the EU or UK, we rely on the transfer safeguards our providers offer.

How long we keep it

We keep personal information only as long as we need it for the reasons above and as long as the law requires. Records of clients and their payments are kept for the period tax and accounting law requires. Records of people who asked to talk to us but did not become clients are kept while we may still follow up, and we delete or de-identify them when we no longer need them. Analytics, session replay and email data are kept for the periods set in the tools that hold them (PostHog, HighLevel and Resend).

When we no longer need information, we delete it or remove the details that identify you.

How we protect it

We use access controls, login protection on the dashboard, encrypted connections (HTTPS), and limit who can see lead and client records. No system is perfectly secure, so we cannot promise that information will never be accessed without permission. If a data breach is likely to cause you serious harm, we will tell you and the regulator where the law says we must.

Your choices and rights

You can ask us to tell you what information we hold about you, to correct it, or to delete it. You can ask us to stop using it for a purpose, such as follow-up messages. Email hello@reelhaus.one. We may need to confirm who you are first. We will answer within the time the law sets, and if we say no we will explain why.

If you are in Australia. Under the Australian Privacy Principles you can ask for access to and correction of your personal information. If you are not happy with how we handled a request or a complaint, you can complain to the Office of the Australian Information Commissioner (oaic.gov.au).

If you are in the United States. Depending on your state (for example California, Colorado, Virginia or Texas), you may have the right to know what personal information we collect, get a copy, correct it, delete it, and opt out of targeted advertising or the sharing of your information for cross-context advertising. The Meta Pixel and the server events described above may count as targeted advertising or sharing under some state laws. To opt out, email us at hello@reelhaus.one with the subject "Opt out". Our site does not currently act on browser opt-out signals such as Global Privacy Control, so please email us. We do not treat you worse for using these rights. You may also use an authorized agent to make a request for you.

If you are in the EU, the UK or Switzerland. You may have the right to access, correct, delete, restrict, or object to our use of your personal data, to receive it in a portable form, and to withdraw consent at any time where we rely on consent. You can also complain to your local data protection authority. Our legal reasons for using your data are: our legitimate interests in running, securing and promoting a business and measuring our ads; steps you ask us to take before entering a contract; and legal duties. You can object to the use of your data for analytics and ad measurement at any time by emailing us.

If you are in the UAE. You may have rights to access, correct and delete your personal data under the UAE data protection law. Email us and we will deal with your request under the law that applies to you.

Marketing messages

If you give us your email or phone number, we may contact you about your call and about our service, for example by email or, if you gave us a mobile number, by text message or phone. You can ask us to stop at any time by replying to the message or emailing hello@reelhaus.one, and we will stop.

Business contacts and outreach

We may also hold business contact details of people at companies that could use our service, for example when someone emails us or when we contact them about our work. We use these details only to talk to them about ReelHaus, and we stop when asked.

Children

This site is for businesses. It is not directed to children under 16, and we do not knowingly collect their information. If you think a child has sent us information, email us and we will delete it.

Links to other sites

Our site and our pages link to other sites, such as Instagram, TikTok and Meta. We do not control them and are not responsible for their privacy practices.

Changes to this policy

We may update this policy. The date at the top shows the latest version. If a change is significant, we will say so on this page.

Contact

ReelHaus, Sydney, New South Wales, Australia
Email: hello@reelhaus.one