CalloutMate Privacy Policy

CalloutMate - From callout to paid

CalloutMate Privacy Policy

Last updated: 29 September 2026

CalloutMate is a field-service management platform developed and operated by Lutz-Tech (ABN 53 969 814 716), Bundaberg, Queensland, Australia. This policy explains how CalloutMate handles personal information and connected-service data.

1. Information we collect

Depending on the features you use, CalloutMate may collect and hold:

  • Account and business information, such as name, email address, phone number, business name, ABN, trade or licence details and account settings.
  • Customer and job information, including customer names and contact details, service addresses, work orders, job notes, parts, expenses, photos, attachments, signatures, quotes, variations, service reports and invoices.
  • Connected mailbox information, including mailbox address, message identifiers, sender and recipient details, subject lines, message content and attachments needed to identify and process service requests.
  • Connected-service credentials, such as OAuth access and refresh tokens or app-specific mailbox credentials. Sensitive connection secrets are protected before storage where supported by CalloutMate.
  • Accounting and payment-related business information, such as invoice data, export records, bank details entered by the business and connection details for accounting or payment services. CalloutMate does not require users to provide full payment-card numbers to CalloutMate itself.
  • Device and technical information, such as app version, device identifier generated for CalloutMate, device name, operating platform, session information, IP address, diagnostic information and feedback you submit.

2. How we collect information

We collect information directly from users, from businesses and customers using CalloutMate, from connected email and other services that a user authorises, and automatically when the app or website communicates with the CalloutMate service.

3. How we use information

We use information to provide and secure CalloutMate, authenticate accounts, create and manage jobs, process connected mailbox messages, send user-directed service communications, generate documents, synchronise the mobile app, support accounting and payment workflows, provide support, investigate faults or abuse, meet legal obligations and improve the user-facing CalloutMate service.

4. Google Workspace and Gmail data

When a user connects Gmail, CalloutMate requests only the Google permissions needed for the enabled mailbox features. This can include permission to read Gmail messages for job intake and permission to send messages for user-directed CalloutMate communications.

CalloutMate uses Google Workspace user data only to provide or improve the user-facing features the user has authorised. Our use of information received from Google Workspace APIs follows the Google API Services User Data Policy, including its Limited Use requirements.

  • We do not sell Google user data.
  • We do not use Google user data for advertising, retargeting, credit decisions or data-broker purposes.
  • We do not use Google Workspace user data to create, train or improve a general-purpose or foundational AI or machine-learning model.
  • Human access to Google user data is restricted to circumstances permitted by Google policy, such as where the user has expressly asked for support involving specific data, security or abuse investigation, or legal requirements.

Users can disconnect a mailbox in CalloutMate and can also revoke CalloutMate access from their Google Account security settings.

5. Microsoft and other connected mailboxes

If you connect Outlook / Microsoft 365 or another supported mailbox, CalloutMate uses the mailbox access you authorise to receive service-request messages and, where enabled, send service-related messages. You can disconnect a mailbox from CalloutMate at any time.

6. Sharing and service providers

We do not sell personal information. We may disclose or process information with service providers that help operate CalloutMate, such as website and cloud infrastructure, email providers, authentication providers, accounting integrations, payment providers, communications services and technical support providers. We may also disclose information where required by law, to protect security or legal rights, or as part of a business transfer where permitted by law and applicable platform policies.

7. Overseas processing

Some technology providers used by CalloutMate operate globally. Depending on the provider and the user's configuration, information may be processed in Australia, the United States and other countries where those providers operate. We take reasonable steps appropriate to the service to protect information handled by our providers.

8. Data security

CalloutMate uses access controls, authenticated sessions, encrypted network connections, protected OAuth credentials and other reasonable technical and organisational safeguards. No online service can guarantee absolute security, so users should also protect their passwords, devices and connected accounts.

9. Retention and deletion

We retain information for as long as reasonably necessary to provide CalloutMate, maintain security, resolve disputes and meet legal, contractual, accounting or regulatory obligations. When an account is deleted, we delete or de-identify account data that is no longer required. Some business records, invoices, audit information, security records or backups may be retained where there is a legitimate legal, regulatory, contractual, fraud-prevention or security reason. Shared business records may also remain where another authorised business user is responsible for those records.

To request deletion, use the CalloutMate account deletion page or the account-deletion option in the mobile app.

10. Access, correction and privacy enquiries

You may ask to access or correct personal information about you, or raise a privacy concern, by contacting calloutmate@lutztech.com.au. We will handle requests in accordance with applicable Australian privacy law.

11. Children

CalloutMate is intended for business and service-work use and is not directed to children.

12. Changes to this policy

We may update this policy when CalloutMate features, integrations, legal requirements or data practices change. The current version and effective date will remain published on this page.

Australian privacy: Lutz-Tech handles personal information in accordance with applicable Australian privacy law, including the Privacy Act 1988 (Cth) and Australian Privacy Principles where they apply.

Simple Service Package

Computer Dust Clean + Performance Report

Best for desktops, workstations and business computers that are noisy, hot, dusty or slowing down.

$110 incl. GST pickup, workshop service & return

By submitting this request, you agree to the LutzTech service terms and understand preferred dates/times are not confirmed until LutzTech confirms the booking. View terms.

Payment is taken after the service is completed. Repairs, replacement parts and work outside the package scope are quoted separately.
Simple Service Package

ATM Maintenance Clean

Best for businesses that want preventative ATM cleaning and basic health checks completed onsite.

$110 incl. GST onsite service

By submitting this request, you agree to the LutzTech service terms and understand preferred dates/times are not confirmed until LutzTech confirms the booking. View terms.

Payment is taken after the service is completed. Repairs, replacement parts and work outside the package scope are quoted separately.
Simple Service Package

ATM Repair Callout

Best for businesses with ATM faults, communication issues, hardware problems or machines that need diagnosis.

From $110 incl. GST + parts if required

By submitting this request, you agree to the LutzTech service terms and understand preferred dates/times are not confirmed until LutzTech confirms the booking. View terms.

Payment is taken after the service is completed. Repairs, replacement parts and work outside the package scope are quoted separately.
Simple Service Package

ATM Installation

Best for venues needing a new ATM installed, connected, tested and ready for reliable daily operation.

Quote site dependent

By submitting this request, you agree to the LutzTech service terms and understand preferred dates/times are not confirmed until LutzTech confirms the booking. View terms.

Payment is taken after the service is completed. Repairs, replacement parts and work outside the package scope are quoted separately.
Simple Service Package

Best for unreliable existing Internet Service/Remote Sites Boat/Caravan/Car

From $330 incl. GST + parts if required

By submitting this request, you agree to the LutzTech service terms and understand preferred dates/times are not confirmed until LutzTech confirms the booking. View terms.

Payment is taken after the service is completed. Repairs, replacement parts and work outside the package scope are quoted separately.
Simple Service Package

POS & Payment Support

Best for retail and hospitality sites with terminal, receipt printer, kiosk or payment connectivity issues.

From $110 incl. GST + parts if required

By submitting this request, you agree to the LutzTech service terms and understand preferred dates/times are not confirmed until LutzTech confirms the booking. View terms.

Payment is taken after the service is completed. Repairs, replacement parts and work outside the package scope are quoted separately.
Simple Service Package

New Site Setup

Best for new or changing businesses that need everything connected and ready to trade.

From $695 incl. GST site dependent

By submitting this request, you agree to the LutzTech service terms and understand preferred dates/times are not confirmed until LutzTech confirms the booking. View terms.

Payment is taken after the service is completed. Repairs, replacement parts and work outside the package scope are quoted separately.
Simple Service Package

Field Tech Contracting

Best for vendors, providers and service networks needing reliable hands onsite for installs, swaps and closeout work.

Quote per scope or job type

By submitting this request, you agree to the LutzTech service terms and understand preferred dates/times are not confirmed until LutzTech confirms the booking. View terms.

Payment is taken after the service is completed. Repairs, replacement parts and work outside the package scope are quoted separately.
Simple Service Package

Remote Support Session

Best for software, setup and basic troubleshooting jobs that can be handled without an onsite visit.

From $88 incl. GST where suitable

By submitting this request, you agree to the LutzTech service terms and understand preferred dates/times are not confirmed until LutzTech confirms the booking. View terms.

Payment is taken after the service is completed. Repairs, replacement parts and work outside the package scope are quoted separately.
Simple Service Package

Request Support

Tell LutzTech what is broken, being installed or generally refusing to cooperate.

Quote we will confirm the cleanest path forward

By submitting this request, you agree to the LutzTech service terms and understand preferred dates/times are not confirmed until LutzTech confirms the booking. View terms.

Payment is taken after the service is completed. Repairs, replacement parts and work outside the package scope are quoted separately.