Privacy policy
Last updated 5 October 2026
TextBack is a missed-call text-back service for businesses, run by Evergreen Studio Pty Ltd (ABN 74 700 261 276), referred to as "we" or "us". This policy explains what personal information we collect, why, who we share it with, and how you can contact us about it. We handle personal information in line with the Australian Privacy Principles.
Who this policy covers
- Our clients: the businesses that use our service, and the people who run them.
- Callers: people who call one of our clients and receive an automatic text from us on that client's behalf.
- Website visitors and enquiries: anyone who contacts us.
What we collect
From clients: your name, business name, mobile number, email address, and billing details. Card details are entered directly into Stripe, our payment provider. We never see or store your full card number.
Business registration details: Australian regulations require every business phone number to be registered to the business that uses it. To set up your dedicated number, we collect your legal business name, ABN, business type and business address, along with supporting documents such as an ABN Lookup record, ASIC registration certificate, utility bill, bank statement or rates notice.
From callers: when a call to one of our clients isn't answered, we receive the caller's phone number and the time of the call. If the caller replies to our text, we receive the content of their reply.
From enquiries: whatever you choose to tell us when you call or email.
From website visitors: our website (textback.com.au) uses the Meta Pixel, a tool from Meta Platforms (the company behind Facebook and Instagram). It uses cookies to tell us which pages are viewed, when someone taps a button to call us or sign up, and when a sign-up is completed, so we can measure and improve our advertising. Nothing you type into our forms is sent to Meta. The page clients use to switch on their service doesn't use the Meta Pixel. If you use our missed-call calculator, the numbers stay on your device.
Why we collect it
- To provide the service: texting callers, alerting our clients, and forwarding replies.
- To set up, bill, and support client accounts.
- To register each client's dedicated phone number, as required by Australian telecommunications regulations.
- To fix problems, prevent misuse, and meet our legal obligations.
We don't sell personal information. We don't use callers' details for our own marketing, and we never contact callers for any reason other than sending the automatic text on behalf of the business they called.
Who we share it with
- The business the caller called. They receive the caller's number and any replies, so they can respond.
- Twilio, our telecommunications provider, which carries the calls and texts. We also give Twilio your business registration details and documents so it can register your number. Twilio may pass these to telecommunications carriers or regulators where the law requires.
- Stripe, our payment provider, which processes client payments.
- Meta Platforms, which receives the website activity described above. Meta may combine it with other information it holds about you and use it to show you ads, including ours. You can control this in your Facebook or Instagram ad settings, or opt out at youronlinechoices.com.au.
- Netlify, our website host, which receives the setup form and documents you submit through our website.
- Government authorities, if the law requires it.
Information stored overseas
Twilio, Stripe, Netlify and Meta may store and process information outside Australia, including in the United States. We use these providers because they maintain strong security and privacy protections, and we take reasonable steps to make sure they handle information in a way that's consistent with the Australian Privacy Principles.
How long we keep it
We keep client information while your account is active, then for as long as we need it for tax and legal records (generally up to 7 years for billing records). Records of calls and messages are kept while a client's service is active and for up to 12 months afterwards, unless we receive a request to delete them sooner. Documents you upload through our website are stored securely with our website host (Netlify) until your number is registered, then deleted from there. Business registration documents are kept while your number is active and deleted within 12 months after your service ends, unless we're legally required to keep them longer. Our providers may keep their own records under their own policies.
How we protect it
We limit access to personal information to what's needed to run the service, use providers with strong security, and protect our accounts with strong passwords and two-factor authentication. If a data breach is likely to cause serious harm, we'll notify the people affected and the Office of the Australian Information Commissioner where required.
Callers: not wanting a text
If you don't want to receive automatic texts after calling a business we work with, reply to the text or contact us, and we'll stop texting your number.
Accessing or correcting your information
You can ask to see the personal information we hold about you, ask us to correct it, or ask us to delete it. Email us and we'll respond within 30 days. We may need to confirm your identity first.
Complaints
If you have a privacy concern, email us first and we'll try to resolve it within 30 days. If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.
Changes to this policy
We may update this policy. The latest version will always be on this page, with the date it was last updated.
Contact
Evergreen Studio Pty Ltd
ABN 74 700 261 276
Melbourne, Victoria
hello@evergreenstudios.net.au | 0401 965 802