Privacy
Privacy Policy.
1. Who this applies to
1.1 This policy explains how Borderland Real Estate Media ("we", "us") handles personal information.
1.2 It covers information about:
real estate agents, agency staff, property managers, developers and other clients; property owners, vendors, landlords and tenants whose details we're given so we can arrange access; people who contact us through our website, email, phone, SMS or social media; and people who appear in, or whose personal belongings appear in, media we capture.
1.3 We're a small business. We handle personal information in line with the Australian Privacy Principles as a matter of practice.
2. What we collect
2.1 From clients and agencies Name, agency, role, email address, phone number Billing and account details Booking history, property addresses, package selections, notes and briefs Correspondence with us, including emails, SMS and direct messages 2.2 From website enquiries Name, email address, phone number and whatever you write in the message field Technical information collected automatically by our website: IP address, browser and device type, pages visited, and referring site 2.3 About property owners, vendors and occupants Agents routinely give us details so we can arrange access. This typically includes:
Owner, vendor or tenant name Contact phone number Access instructions — lockbox codes, key safe locations, gate codes, alarm codes Notes about occupancy, pets, hazards or times that suit
We collect this from the agent, not from the individual. If you're an owner, vendor or tenant and you'd like to know what we hold about you, contact us using the details in section 11. 2.4 Inside the media itself Photographing, filming or scanning a property can incidentally capture personal information:
Family photographs, artwork, certificates and documents on display Correspondence, bills, prescriptions, medical items or personal papers Vehicle registration plates Identifiable people — occupants, neighbours, passers-by, children Interior layout and contents, which is itself information about the occupant
Section 6 explains what we do about this. 2.5 Payment information Payments are processed by a third-party payment provider and invoiced through third-party accounting software. We don't collect or store credit card numbers. Those go directly to the payment provider. 2.6 What we don't collect We don't collect government identifiers, health information, biometric information, or sensitive information as defined in the Privacy Act. We don't run credit checks. We don't buy contact lists.
3. How we collect it
3.1 Directly — through our booking portal, website enquiry form, email, phone, SMS and social media messages.
3.2 Indirectly — from agents and agencies who provide owner, vendor or tenant details so we can arrange access (see 2.3).
3.3 Automatically — through our website and booking platform.
3.4 Incidentally — through the act of photographing, filming or scanning a property.
4. Why we use it
We use personal information to:
quote, book, schedule and reschedule shoots; get into the property and complete the work safely; produce, edit, finish and deliver the media; invoice, collect payment and chase overdue accounts; respond to enquiries, corrections and complaints; keep records required for tax, GST and BAS purposes; maintain and improve our own systems and workflows; and occasionally contact past clients about our services.
We don't use personal information for automated decision-making or profiling.
5. Who we share it with, and where it goes
5.1 We use overseas contractors and overseas software.
5.2 People. Photo editing, quality control, image finishing, floor plan drafting and related production work is carried out by contractors, including contractors located in the Philippines and other countries outside Australia. They receive property images, floor plan scans and the job brief. They don't receive vendor contact details, access codes or financial information.
5.3 Software. We rely on third-party platforms and services to run the business. These fall into the following categories, and most store data on servers outside Australia:
| Category | What it holds |
|---|---|
| Booking, job management and media delivery platforms | Client and agent details, property addresses, booking notes, media files |
| Website hosting and enquiry forms | Website enquiry details, technical and analytics data |
| Email, calendar and document services | Correspondence, calendar entries, access notes |
| Cloud file storage and delivery | Media files, floor plan scans |
| Accounting, invoicing and payment processing | Client billing details, invoice history, payment data |
| Floor plan scanning and drafting services | Property scans, interior layout data |
| Photo editing, virtual staging and AI editing services | Property images |
| Desktop and cloud-based media editing software (photo, video, design, floor plan drafting) | Property images, video files, floor plan files |
| Video and 3D tour hosting | Video files, property scans and imagery |
| Design and marketing tools | Images used in our own marketing |
5.4 Much of our editing is done on our own equipment in Australia, using licensed desktop software. Some of that software syncs files, settings or project data to cloud services operated by the software provider, and some includes AI-assisted features that process images on the provider's servers.
5.5 These providers store and process data in countries including the United States, the European Union, the United Kingdom, New Zealand, the Philippines and elsewhere. Once information is held overseas, it's subject to the laws of that country, and Australian privacy law may not apply to it in the same way.
5.6 We change providers from time to time. If you'd like a current list of the specific platforms we use and where they hold data, ask us and we'll provide it.
5.7 We choose providers that offer reasonable security and contractual protections, and we limit what each one receives to what it needs. We can't guarantee an overseas recipient will handle information the way an Australian business would.
5.8 Website enquiry data specifically. Our website is built on a headless architecture. When you submit an enquiry, your name, email, phone number and message pass through our hosting provider's infrastructure before reaching our inbox, and that provider stores the submission under its own retention settings.
5.9 AI tools. We use AI-assisted tools for image editing (exposure blending, sky replacement, item removal, virtual staging) and, separately, for writing and maintaining our website code. Enquiry data is not sent to an AI tool as part of the enquiry process — the code that handles your enquiry runs on our hosting provider's infrastructure, not on an AI service. We don't paste client, vendor or enquiry details into AI tools.
5.10 Others we share with. We also disclose personal information to:
our accountant and bookkeeper; the agent or agency who booked the shoot, where the information relates to their listing; debt recovery providers, where an account is significantly overdue and we've given notice; professional advisers; and anyone we're required to disclose to by law.
5.11 What we never do. We don't sell personal information. We don't licence, rent or trade it. We don't supply client or vendor contact details to other agents, other media providers, or anyone building a marketing list.
6. Personal information captured in media
6.1 We endeavour to identify and remove anything sensitive before delivery — identifiable people, number plates, family photographs, documents, correspondence, medical items and other obvious personal effects — by reframing the shot on the day or editing it out afterwards. This is a genuine effort, not a warranty. A shoot moves quickly, and what's obvious to us won't always match what you consider sensitive. We can't promise any particular item will be spotted or removed.
6.2 Reviewing the media before publication. The agent or client who booked the shoot is responsible for reviewing the media before publishing it. If you're an owner, vendor or occupant, anything you're concerned about can be raised with them, or with us directly.
6.3 Removal requests. If you want something removed, tell us and where we can, we'll remove or obscure it. Small removals are quick and we'll generally absorb them — blurring a framed photograph, taking out a number plate, removing a document from a benchtop. Removing a large object is a different job: a piece of furniture, an appliance or a vehicle means rebuilding the wall, floor and shadows behind it, and that's charged as object removal at our published rate. We'll quote before we start.
6.4 Video and 3D tours are different. Object removal often isn't possible at all in video or a 3D tour, because the camera moves and what sits behind the object changes shot to shot. Anything that shouldn't appear in the marketing is best dealt with before the shoot rather than afterwards, since it can't reliably be edited out later.
6.5 Aerial and drone work. We fly to capture the subject property. We don't deliberately photograph or film into neighbouring homes, and we don't hover over adjoining properties for longer than the flight path requires. If a neighbour's private space appears in a delivered image, tell us and we'll remove or reframe it.
6.6 If you're an occupant and you're not comfortable with something, tell the agent or contact us directly. We'd rather sort it out before the images are published than afterwards.
6.7 Publishing the media is the client's decision, not ours. Once media is delivered, the client controls where it goes.
7. Consent and authority
7.1 Our terms require the client to confirm they have the owner's and any occupant's consent before we attend, including for aerial capture.
7.2 We rely on that confirmation. If you're an owner, vendor or tenant and you weren't asked, that's a conversation to have with the agent — but tell us as well, and we'll pause delivery of the media while it's sorted out.
8. Security
8.1 We take reasonable steps to protect personal information: password management, multi-factor authentication where it's offered, restricted access for contractors, encrypted transfer of files, and reputable hosting providers.
8.2 Contractors receive access only to the files they need, for the period they need them.
8.3 No system is completely secure. If a breach occurs that's likely to cause serious harm, we'll notify the people affected and the relevant agency or client as soon as reasonably practicable, and take steps to contain it.
9. How long we keep it
| Information | Retention |
|---|---|
| Delivered media | 12 months from delivery (see our Terms of Service, clause 11) |
| Original RAW and source files | Kept at our discretion, no guaranteed period |
| Access codes, key details, alarm codes | Deleted once the job is complete |
| Client and agency contact details | While the relationship is active, then until you ask us to remove them |
| Invoices, financial and tax records | 7 years, as required by the ATO |
| Website enquiries | 12 months from the enquiry |
9.1 We delete or de-identify personal information when we no longer need it, unless we're required to keep it by law.
10. Access, correction and removal
10.1 You can ask what personal information we hold about you, ask us to correct it, or ask us to delete it. Contact us using the details in section 11.
10.2 We'll respond within 30 days. There's no charge for a reasonable request.
10.3 We may not be able to delete information we're legally required to keep — tax records in particular — or information that forms part of media a client has already licensed and published. We'll tell you if that's the case and explain why.
10.4 If you'd like to be removed from any marketing contact from us, just reply to the message or email us. We'll action it.
11. Complaints and contact
11.1 If you have a privacy concern, raise it with us first:
matt@borderlandrealestatemedia.com 0490 704 502
11.2 We'll acknowledge your complaint within 7 days and respond substantively within 30 days.
11.3 If you're not satisfied with our response, you may be able to make a complaint to the Office of the Australian Information Commissioner (oaic.gov.au, 1300 363 992), or seek independent legal advice about your options.
12. Website, cookies and analytics
12.1 Our website uses cookies and similar technologies to make the site work and to understand how it's used. Most browsers let you refuse or delete cookies; some parts of the site may not work properly if you do.
12.2 We may use analytics tools that collect technical information about your visit. This is aggregated and isn't used to identify you personally.
12.3 Our site may link to third-party sites, including portals and social media. We're not responsible for their privacy practices.
13. Changes to this policy
13.1 We may update this policy. The current version is always at borderlandrealestatemedia.com/privacy, with the effective date at the top.
13.2 If we make a change that materially affects how we handle personal information, we'll notify active clients by email.
Contact
Borderland Real Estate Media 0490 704 502 matt@borderlandrealestatemedia.com borderlandrealestatemedia.com
Good Media. No Drama.