Privacy policy

Truebound (ABN 90 207 618 630)
Melbourne, Victoria, Australia
Website: https://truebound.com.au
Phone: (03) 4422 4333
Privacy contact: team@truebound.com.au

Effective date: 21 July 2026

1. About this Privacy Policy

Truebound (ABN 90 207 618 630) ("Truebound", "we", "us" or "our") is a video content production and performance marketing agency based in Melbourne, Victoria, Australia.

This Privacy Policy explains how we collect, hold, use, disclose and protect personal information in accordance with the Privacy Act 1988 (Cth) (Privacy Act) and the Australian Privacy Principles (APPs). It also explains how you can access and correct your personal information, opt out of direct marketing, and make a privacy complaint.

This policy applies to personal information we handle in connection with:

  • our website at https://truebound.com.au and any landing pages we operate;
  • contact, enquiry, booking and quote forms on our website and landing pages;
  • our advertising and social media presence, including Meta (Facebook and Instagram), LinkedIn, YouTube, TikTok, Google and comparable platforms;
  • lead generation forms hosted on third-party platforms, including Meta lead forms and LinkedIn Lead Gen Forms;
  • our online store and payment pages, including the sale of digital products and the taking of deposits;
  • email, SMS, phone calls, video calls and direct messages;
  • recorded calls and video meetings, where you are notified;
  • client onboarding, proposals, contracts, invoicing and service delivery; and
  • any other dealings you have with us.

By providing personal information to us, or by continuing to use our website and services, you acknowledge that your personal information will be handled as described in this policy. If you do not agree, please do not provide your personal information to us, although this may limit our ability to deal with you.

2. What is personal information

"Personal information" means information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether the information is true or not, and whether recorded in material form or not. Depending on the circumstances, technical data such as an IP address, device identifier or online activity data may be personal information where it can reasonably be linked to you, including when it is combined with other information held by us or by a third-party platform.

3. Kinds of personal information we collect

The kinds of personal information we collect depend on how you interact with us. They may include:

Identity and contact information

  • name, email address, phone number, business name, job title and postal or business address.

Business and commercial information

  • information about your business, industry, marketing objectives, budgets, campaign requirements, service history and preferences;
  • information contained in proposals, contracts, briefs, correspondence and project records.

Financial and payment information

  • billing and invoicing details, transaction records and payment status;
  • payment card details, which are handled by our third-party payment processors, Stripe and Ignition (which uses Stripe), and by Shopify for our online store. We do not store full payment card numbers on our own systems.

Communications and call recordings

  • records of your communications with us, including emails, SMS messages, phone calls, video calls, social media messages and form submissions;
  • audio and video recordings and transcripts of meetings and calls we hold with you, including through Google Meet, Microsoft Teams, Zoom and HubSpot, together with our notes from those conversations. Where a call or meeting is recorded, we will notify you, either through the platform's built-in notification or by telling you at the start of the call, and you can ask us not to record.

Marketing and lead information

  • information you submit through lead forms on Meta, LinkedIn or other platforms, which may include your name, contact details and responses to qualifying questions;
  • your marketing preferences, subscription status, and records of consents and opt-outs;
  • information about how you interact with our emails, advertisements and content, such as opens, clicks, link activity and heatmap-style interactions.

Technical and device information (collected automatically)

  • IP address, device type, operating system, browser type and settings;
  • approximate location derived from your IP address;
  • cookie identifiers, advertising identifiers and similar online identifiers;
  • pages visited, time on page, scroll depth, clicks, referral source, and the dates and times of your visits;
  • session recordings and heatmap data captured by Hotjar (which excludes typed input in sensitive fields where configured);
  • information about your interactions with our advertisements, including impressions, clicks and conversions, even if you do not submit a form or otherwise contact us.

Information handled on behalf of our clients

  • where we provide advertising, lifecycle marketing or related services to clients, we may handle personal information about our clients' customers, subscribers or leads, such as names, contact details, transaction data and engagement data. See section 8.

Sensitive information

  • we do not actively seek to collect sensitive information (such as health information, racial or ethnic origin, or political opinions). If you choose to provide sensitive information to us, we will only collect and handle it with your consent, or where otherwise permitted by law.

4. How we collect personal information

Directly from you, when you:

  • fill out a contact, enquiry, booking or quote form on our website or a landing page;
  • submit a lead form on Meta, LinkedIn or another platform;
  • book a call or meeting through our scheduling tools (including Cal.com and Google Calendar);
  • communicate with us by email, SMS, phone, video call, social media or direct message;
  • participate in a recorded call or video meeting with us;
  • engage us for services, sign a proposal or contract, or make a payment or deposit;
  • purchase a digital product from our online store;
  • subscribe to our emails or download our content.

Automatically, through cookies, pixels, tags, session recording tools and similar technologies when you visit our website or landing pages, open or click our emails, or interact with our advertisements or content online. See section 7 for details.

From third parties, including:

  • advertising and social media platforms (such as Meta, LinkedIn, Google, YouTube and TikTok) that provide us with lead details, audience data, campaign analytics and attribution data;
  • our clients, where they provide us with information about their customers or leads so that we can deliver services;
  • service providers such as our CRM, marketing automation, scheduling, analytics, video hosting and payment platforms;
  • publicly available sources, such as company websites and professional profiles, where reasonably necessary for our business development activities;
  • referrals from existing clients or contacts.

Where we collect personal information about you from a third party, we take reasonable steps to ensure you are or have been made aware of the matters set out in this policy. If you provide us with personal information about another person (for example, a colleague or business partner), you must ensure you are authorised to do so and that they are aware of this policy.

We collect personal information only where it is reasonably necessary for one or more of our functions or activities, and by lawful and fair means.

5. Why we collect, hold and use personal information

We collect, hold and use personal information for the following purposes:

  • to respond to enquiries and provide quotes and proposals;
  • to provide, manage and deliver our services, including video production, paid advertising, email and lifecycle marketing, and related consulting;
  • to onboard clients, administer contracts, process payments and deposits, issue invoices and maintain business records;
  • to sell and deliver digital products through our online store;
  • to communicate with you about projects, bookings, appointments and service matters;
  • to record and review calls and video meetings for accuracy, note-taking, training, quality and dispute resolution purposes;
  • to operate, secure, maintain and improve our website, landing pages and systems;
  • to plan, run, measure and optimise our own marketing and advertising campaigns, including analytics, attribution, audience building and remarketing (see section 7);
  • to send direct marketing communications where permitted (see section 6);
  • to conduct market research and understand how people engage with our website, content and advertising;
  • to protect our business, clients and website users, including detecting and preventing fraud, spam, security incidents and misuse of our services;
  • to establish, exercise or defend our legal rights, and to comply with our legal and regulatory obligations, including taxation, accounting and record-keeping requirements; and
  • for other purposes that you would reasonably expect, that you have consented to, or that are otherwise permitted or required by law.

We may also use de-identified or aggregated information, which is no longer about an identifiable individual, for analytics, benchmarking, reporting and business improvement.

Automated decision making. We do not currently use computer programs to make decisions that could reasonably be expected to significantly affect your rights or interests without human involvement. If this changes, we will update this policy to describe those uses in line with the transparency requirements that take effect under the Privacy Act from 10 December 2026.

6. Direct marketing

We may use your personal information to send you direct marketing communications about our services, insights, offers and events, by email, SMS and through online channels, where:

  • you have consented (expressly or by inference) to receiving those communications;
  • you would reasonably expect us to use your information in that way and we provide a simple opt-out; or
  • the communication is otherwise permitted under the Privacy Act, the Spam Act 2003 (Cth) and the Do Not Call Register Act 2006 (Cth).

Every commercial email or SMS we send will identify Truebound as the sender and include a functional unsubscribe facility. We action unsubscribe requests promptly and in any event within the timeframes required by law.

You can opt out of direct marketing at any time by:

  • using the unsubscribe link in any of our marketing emails;
  • replying STOP to any marketing SMS;
  • emailing us at team@truebound.com.au; or
  • calling us on (03) 4422 4333.

If you opt out, we may still contact you for non-marketing purposes, such as service delivery, bookings, invoicing and responses to your enquiries. We currently make outbound calls only to warm leads and existing contacts based on their prior engagement with us. If we introduce broader outbound telemarketing in the future, we will comply with the Do Not Call Register Act 2006 (Cth), including washing outbound lists against the Do Not Call Register, subject to applicable exemptions.

We also use personal information for targeted online advertising, including remarketing and audience building. You can opt out of or limit this as described in section 7.

We do not sell personal information.

7. Cookies, analytics, tracking technologies and online advertising

7.1 What we use

Our website, landing pages, emails and advertising use cookies, pixels, tags, scripts and similar technologies provided by us and by third parties. These currently include or may include:

  • Meta Pixel (Meta Platforms): to measure the effectiveness of our Facebook and Instagram advertising, track conversions, build audiences and deliver relevant ads.
  • Google Tag Manager, Google Analytics and Google Ads conversion tracking (Google): to analyse website traffic and user behaviour, manage the tags deployed on our site, measure advertising performance on Google and YouTube, and support remarketing.
  • LinkedIn Insight Tag and LinkedIn Lead Gen Forms (LinkedIn Corporation): to the extent deployed for LinkedIn campaigns, to measure LinkedIn campaign performance, retarget website visitors and receive lead details you submit through LinkedIn.
  • TikTok Pixel (TikTok): to the extent deployed for TikTok campaigns, to measure TikTok ad performance and support retargeting.
  • Hotjar: to record aggregated session behaviour, heatmaps and interactions on our website so we can improve user experience.
  • Email platform tracking (Klaviyo and any future marketing platform): pixels and tracked links in our emails that record opens, clicks and related engagement.

These technologies may collect information about you even if you interact with our advertisements without submitting a form or contacting us, for example by viewing or clicking an ad, visiting our website and leaving, or clicking a link in an email or piece of online content.

7.2 How this information is used

We use this information to:

  • understand how visitors use our website and landing pages;
  • measure, attribute and report on the performance of our campaigns;
  • show our ads to people who have visited our website or engaged with our content (remarketing);
  • create custom audiences and lookalike or similar audiences (see section 7.3); and
  • improve our website, content and advertising.

The third-party platforms that provide these technologies may also collect and use data for their own purposes, in accordance with their own privacy policies, and may combine it with other information they hold about you. Those platforms are separately responsible for their own handling of your personal information, and our relationship with them is limited to using their advertising and analytics products. We encourage you to review:

7.3 Custom audiences and lookalike audiences

We may upload contact details (such as email addresses or phone numbers) to advertising platforms including Meta, LinkedIn, TikTok and Google in hashed form to:

  • create custom or matched audiences so that ads can be shown to those individuals; and
  • create lookalike or similar audiences of people with comparable characteristics.

Where we do this using our own marketing lists, we do so in reliance on the consents and expectations described in this policy, and you can opt out at any time by contacting us or unsubscribing. Where we do this on behalf of a client using the client's data, we act as the client's service provider and the client is responsible for ensuring it has the necessary rights and consents (see section 8).

7.4 Your choices and opting out

You can control or limit tracking and targeted advertising by:

8. Personal information we handle on behalf of clients

As a marketing and content agency, we handle personal information on behalf of our clients when we:

  • manage a client's advertising accounts, CRM or email platform;
  • upload or manage custom audiences and lookalike audiences at a client's direction;
  • run lead generation campaigns that collect leads for a client; or
  • produce content featuring a client's staff, customers or talent.

In these situations, we act as a service provider to the client. The client remains responsible for its own privacy obligations, including having a lawful basis to collect and share the information with us and with the relevant platforms. We handle that information only to deliver the agreed services, in accordance with our client agreements and this policy, and we require that clients only provide us with personal information they are entitled to share. We do not on-sell client lists or lead data to other parties.

If you have questions about how a client of ours handles your personal information, please contact that client directly. This policy applies to our own handling of personal information; each client's privacy policy applies to their handling of it.

9. When we disclose personal information

We may disclose personal information:

  • to our team members and contractors, including editors, videographers, media buyers and marketing specialists, who need it to deliver our services and who are subject to confidentiality obligations;
  • to our service providers and technology platforms, currently including HubSpot (CRM), Klaviyo (email marketing), Cal.com (scheduling), Google Workspace including Google Calendar, Google Meet and Google Drive (email, calendar, meetings, file storage), Microsoft Teams and Zoom (video meetings), Vimeo (video hosting and delivery), Shopify (online store), Stripe and Ignition (payments and invoicing), Xero (accounting), Zapier (workflow automation), and Hotjar (analytics), together with any successor or additional providers we adopt on similar terms;
  • to advertising and social media platforms, including Meta, LinkedIn, Google, YouTube and TikTok, as described in section 7;
  • to our clients, where the information relates to a campaign, lead or project we are delivering for that client (for example, passing on leads generated by a campaign we run on the client's behalf);
  • to our professional advisers, including lawyers, accountants, auditors and insurers, on a confidential basis;
  • to courts, regulators, law enforcement or government agencies, where required or authorised by law, or where reasonably necessary to establish, exercise or defend legal claims, or to prevent or investigate suspected fraud, security incidents or unlawful activity;
  • to a purchaser or prospective purchaser of our business or assets, and their advisers, in connection with a sale, merger, financing or restructure, subject to appropriate confidentiality protections; and
  • otherwise with your consent or as permitted or required by law.

We do not sell personal information to third parties.

10. Overseas disclosure

Some of the service providers, platforms and contractors we use store or process information outside Australia. In particular:

  • our CRM, marketing, advertising, payment, video hosting, cloud storage and analytics providers listed in section 9 commonly process and store data in the United States and other countries in which they or their infrastructure operate;
  • we may engage contractors located outside Australia to assist with content production, editing, media buying, automation and related work; and
  • we sometimes advertise digital products and services to individuals in New Zealand and the United States, and information about those individuals may be processed in those countries by the relevant platforms.

The countries in which recipients of your personal information are likely to be located include the United States, New Zealand, and the country in which any relevant contractor is based at the time of engagement. Our service providers may also store or replicate data in other jurisdictions in accordance with their standard global infrastructure.

Before disclosing personal information overseas, we take reasonable steps in accordance with APP 8 to ensure the overseas recipient handles it consistently with the APPs, except where an exception applies, such as where you consent to the disclosure after being informed that APP 8 protections may not apply, or where we reasonably believe the recipient is subject to a law or binding scheme that protects the information in a way that is at least substantially similar to the APPs and that you can enforce.

11. How we hold and secure personal information

We hold personal information electronically in our business systems and with the reputable third-party providers listed in section 9. We do not routinely keep hard copy records of personal information.

We take reasonable steps, including technical and organisational measures, to protect the personal information we hold from misuse, interference and loss, and from unauthorised access, modification or disclosure. These measures include:

  • multi-factor authentication on our core business accounts;
  • access controls and unique logins for team members and contractors;
  • use of reputable enterprise platforms with their own security certifications;
  • confidentiality obligations for team members and contractors; and
  • device security measures such as passwords and encryption on work devices.

No method of transmission or storage is completely secure. Please avoid sending sensitive information through unsecured channels. To the extent permitted by law, we are not responsible for the acts of third parties who unlawfully access or intercept information despite our reasonable security measures.

Data breaches. If a data breach occurs that is likely to result in serious harm to individuals, we will assess and respond to it in accordance with the Notifiable Data Breaches scheme under the Privacy Act, including notifying affected individuals and the Office of the Australian Information Commissioner (OAIC) where required.

12. Retention, deletion and de-identification

We keep personal information only for as long as it is reasonably necessary for the purposes described in this policy, including to provide our services, maintain business and financial records, comply with legal obligations, and establish or defend legal claims.

As a guide:

  • enquiries and leads that do not convert into an engagement are generally retained for approximately 2 years from your last interaction with us;
  • records relating to clients we have engaged with, including project files and communications, are generally retained for approximately 7 years after the client relationship ends;
  • financial, taxation and accounting records are retained for at least the period required by law (currently generally 7 years); and
  • suppression records (details we keep to make sure we do not contact someone who has opted out) are retained on an ongoing basis.

When personal information is no longer needed for any permitted purpose, we take reasonable steps to destroy it or ensure it is de-identified.

You may request deletion of your personal information at any time by contacting us. We will action reasonable requests unless we are required or permitted to retain the information by law or for a legitimate business purpose, in which case we will tell you.

13. Anonymity and pseudonymity

Where it is lawful and practicable, you may deal with us anonymously or using a pseudonym, for example when making a general enquiry. However, for most of our services we need accurate identity and contact information, and we may be unable to assist you if you do not provide it.

14. Accessing and correcting your personal information

You may request access to the personal information we hold about you, and request that we correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading. To do so, contact us using the details in section 18. We may need to verify your identity before responding.

We will respond to access and correction requests within a reasonable period, generally within 30 days. We do not charge a fee for making a request, although we may charge a reasonable fee to cover the cost of giving access in certain circumstances, which we will advise before proceeding. If we refuse a request, we will provide written reasons and information about how you can complain, except where it would be unreasonable to do so.

We also encourage you to keep your details with us up to date by advising us of any changes.

15. Making a privacy complaint

If you believe we have breached the Privacy Act, the APPs or this policy, or you have any concern about how we have handled your personal information, please contact us:

Please provide enough detail for us to investigate. We will acknowledge your complaint promptly, investigate it, and aim to respond with an outcome within 30 days. If we need more time, we will let you know.

If you are not satisfied with our response, or you prefer to complain directly to the regulator, you may contact the Office of the Australian Information Commissioner:

16. Third-party websites, platforms and links

Our website, emails, advertisements and content may contain links to third-party websites and platforms, and we operate pages and accounts on platforms such as Facebook, Instagram, LinkedIn, TikTok and YouTube. We do not control, and are not responsible for, the privacy practices or content of those third parties. Their handling of your personal information is governed by their own privacy policies, which we encourage you to review. Clicking a link in our emails, ads or content may also allow us and the relevant platform to record that interaction, as described in section 7.

17. Children

Our website and services are directed at businesses and adults. We do not knowingly collect personal information from children under 18, and our advertising is not intentionally targeted at children. If you believe a child has provided personal information to us, please contact us and we will take reasonable steps to delete it.

18. Contact us

For any questions about this policy, your personal information, marketing preferences, access or correction requests, or complaints, contact:

Truebound
ABN 90 207 618 630
Melbourne, Victoria, Australia
Email: team@truebound.com.au
Phone: (03) 4422 4333
Website: https://truebound.com.au

19. Changes to this Privacy Policy

We may update this policy from time to time to reflect changes in our practices, technology, service providers or the law. The current version will always be available at https://truebound.com.au, with the effective date shown at the top. Material changes may also be notified by a notice on our website or by email where appropriate. Your continued use of our website or services after an update takes effect constitutes acceptance of the updated policy to the extent permitted by law.

Nothing in this policy excludes, restricts or modifies any rights you have under the Privacy Act, the Australian Consumer Law or any other legislation that cannot be excluded, restricted or modified by agreement.

This Privacy Policy was last updated on 21 July 2026.