Privacy policy
Last Updated: Feb 7, 2026
1. Our Commitment to Your Privacy
1.1 The Total Synergy group of companies (“We/Us/Our”) respect your privacy. So that you may understand how We deal with your Personal Information (please see section 1.9 and 2 below setting out details of the type of information that this may include), We have set out how and why We collect, hold, use, manage and disclose Personal Information in this Privacy Policy. You may print a copy of this Privacy Policy. Please read the following carefully to understand our views and practices regarding your Personal Information and how we will treat it.
1.2 One of Our primary services involves providing an online multi-sided marketplace where companies and individuals share information and cross-promote their products and services to each other. In order for this service to be successful, it is necessary for each participant to be able to freely exchange certain items of their personal details with each other participant in the market, as well as being able to promote their (or their organisations’ ) products and services to each other participant in the online market, and to have each other participant share certain items of their Personal Information with you and be able to promote their products and services to you. In order to participate in the marketplace you must agree to the sharing of your Personal Information in accordance with this Privacy Policy. If you do not agree to the sharing of your information in accordance with this Privacy Policy, then you should immediately cease to use Our service and our Website.
1.3 We will update this Privacy Policy from time to time at Our discretion, so you should visit Our website regularly to see the latest copy of the Privacy Policy.
1.4 This Privacy Policy binds all companies in the Total Synergy group, including Our related and affiliated companies. We may use any of Our group companies to assist Us perform Our business activities and functions, and this Privacy Policy should be interpreted so that “We/Us/Our” includes any of Our group companies. These group companies include:
1.4.1 in Australia: Total Synergy Pty Ltd (ABN 34 088 664 608); and Total Synergy (A/E/C) Pty Ltd (ABN 31 081 067 950);
1.4.2 in the United Kingdom, Total Synergy UK Ltd (Reg. No. 07814290); and
1.4.3 in the United States of America: Total Synergy USA Inc (registered in California under number C3163520;.
1.5 Our business activities and functions include:
1.5.1 promoting, offering, licensing and providing support for business practice management software, and related products and services, including on a “software as a service” basis;
1.5.2 the provision of an online multi-sided marketplace for companies and individuals to share information and cross-promote their products and services to each other;
1.5.3 promoting, offering, selling and performing professional services, including consulting, support and training;
1.5.4 support for community and charitable causes, including “Movember”; and
1.5.5 any business activities related or ancillary to any of the activities set out above.
1.6 This Privacy Policy relates to how We collect, hold, use, manage and disclose Personal Information that We and Our group companies collect in Our own name and for Our purposes. Where We are providing Our software programs and services to Our clients and We (or Our contractors) host client data (including Personal Information) within Our software programs or services, Our systems are used by Our clients to hold and process Personal Information that is collected by them. In some jurisdictions, including within the United Kingdom and the European Union this means that We are categorised as a ‘data processor’ and Our clients are categorised as a ‘data controller’. Generally, We have extremely limited rights to access, view or edit Our clients’ data that is held in Our systems and We collect, hold, use, manage and disclose their Personal Information only as directed by them or to comply with applicable law. This information is subject to the privacy policies of Our clients (and not Us), and Our clients are responsible for its collection, storage, use, management and disclose. If your Personal Information is being processed by Us on behalf of one of Our clients then you should review the privacy policy of our applicable client, a copy of which may be on that client’s website.
1.7 Some of the key phrases that are used in this Privacy Policy include “Personal Information” and “Sensitive Information”.
1.8 “Personal Information” is defined to mean information or an opinion (including information or an opinion forming part of a database), whether true or not, and whether recorded in a material form or not, relating to an individual whose identity is apparent, or can directly or indirectly be ascertained, from the information or opinion. However, if a local privacy law defines personal information in a broader way, then We will meet our obligations in this Privacy Policy using that definition of personal information.
1.9 “Sensitive Information” is defined to mean information or an opinion about an individual’s:
1.9.1 racial or ethnic origin;
1.9.2 political opinions;
1.9.3 membership of a political association;
1.9.4 religious or philosophical beliefs or affiliations;
1.9.5 membership of a professional or trade association;
1.9.6 membership of a trade union;
1.9.7 sexual preferences or practices;
1.9.8 sexual orientation
1.9.9 criminal record;
1.9.10 health information; and/or
1.9.11 genetic or biometric information about an individual that is not otherwise health information.
1.10 However, if a local privacy law defines sensitive information in a broader way, then We will meet our obligations in this Privacy Policy using that definition of sensitive information.
2. What Personal Information do We Collect and Hold?
2.1 We may collect and hold the following types of Personal Information:
2.1.1 name, date of birth and relationship to other individuals (e.g. record of next of kin or emergency contact);
2.1.2 address, phone number, fax number, email address, Skype address and other addresses/contact details/identifiers used in electronic communications or business cards;
2.1.3 voicemail recordings left in Our phone system and images that individuals have made publicly available or provided to Us;
2.1.4 video and sound recordings from Our security systems;
2.1.5 demographic information such as postcode, preferences or interests;
2.1.6 information, including data, images, video and sound recordings, that you, or people authorised by you enter into our software programs and services or use the features in our software programs or services to import from other software applications;
2.1.7 information about the products or services that you purchase or consider purchasing from Us, Our suppliers or business associates;
2.1.8 information about enquiries made to Us, Our suppliers or business associates;
2.1.9 information you provide when you raise a support enquiry or when We are working with you to resolve a technical or administrative query;
2.1.1 information that you provide in response to market research, surveys or competitions that are conducted by or for Us;
2.1.2 information that is provided in respect of employment, contract work, work experience or similar, whether solicited or unsolicited;
2.1.3 credit card or details of other payment methods used on Our website, software programs or services, to purchase Our products and services or in connection with Our support of community or charitable causes; and/or
2.1.4 the information set out in section 7 below, which may be identifiable in conjunction with any of the information set out above.
2.2 As a rule We do not collect or hold Sensitive Information. The only exceptions to this rule are:
2.2.1 where the Sensitive Information is directly linked to the individual’s employment records and Our collection, holding and use is permitted by applicable law for the purpose managing the individual’s employment record; or
2.2.2 where Sensitive Information is provided to Us in connection with the individual seeking employment, internship, work experience, contract work or similar, whether solicited or unsolicited.
3. How do We Collect and Hold Personal Information?
3.1 We collect Personal Information in a number of ways, including:
3.1.1 through Our website;
3.1.2 through communications with you, including letters, emails, telephone calls, voicemail messages, facsimiles, surveys, competitions and via social media applications;
3.1.3 through communications with others;
3.1.4 in the course of you using our software programs and services, when you or people authorised by you load those details into the software programs or services;
3.1.5 in the course of providing Our products and services to you, including providing support through Our support service;
3.1.6 in the course of Our business functions and activities.
3.2 We hold Personal Information:
3.2.1 in Our hard copy files;
3.2.2 in the databases associated with the software programs or services that you have licensed from Us;
3.2.3 in other systems that We use in connection with Our business, some of which may be owned and operated by Our suppliers (please also see section 5); and
3.2.4 in the database associated with Our website.
3.3 Providing it is lawful and practical, We will give you the option of not identifying yourself, using a pseudonym, or not providing Personal Information when you enter into a transaction or deal with Us.
3.4 If you elect not to provide Us with Personal Information then We may not be able to provide you with the information, products, services or support that you may want, and you may be unable to participate fully or at all in Our online marketplace.
3.5 We may receive other unsolicited Personal Information in the course of Our business, for example, where you send us a resume (which includes your name, address and work history) without us specifically asking you to. We will notify you when we receive any such unsolicited information; confirm to you the purposes for which we intend to use that Personal Information; and deal with this unsolicited Personal Information in accordance with our legal obligations.
4. The Purposes for which We use Personal Information
4.1 We collect, hold, use and disclose Personal Information for the following purposes:
4.1.1 pursuing Our business activities and functions;
4.1.2 facilitating communication between participants in Our online marketplace and promoting, marketing and selling their goods and services to each other. A list of the online marketplace participants is available on the marketplace website. We will update this list from time to time as participants enter and leave the marketplace;
4.1.3 allowing technical support personnel to provide assistance to you (or your employer), if needed;
4.1.4 facilitating authorised transactions between you (or other people who you are acting for) and Us or between you (or other people who you are acting for) and other people and organisations who are accessible via Our website or other electronic means;
4.1.5 facilitating payment for the purchase of products or services through Our website or otherwise. In this case you may be directed to (or We may use to facilitate the transaction) a third party website (a secure internet payment gateway) approved by the relevant financial institution within your country of access with whom you bank to enter your credit/debit/charge card or other payment mechanism details. This third party may in turn integrate the payment software with a third party payment application provider who assists in managing the payment transaction. Where you are redirected in this way, you will be subject to the privacy policies of the third party providers;
4.1.6 performing certain functions via Our website, e.g. conducting surveys, market research, mail outs, competitions or using social media;
4.1.7 conducting surveys, market research, mail and competitions off line;
4.1.8 improving the quality of Our website and Our products and services;
4.1.9 allowing you to participate in interactive features of our service, when you choose to do so;
4.1.10 developing or adding additional products and services from Us or existing or new people and organisations that are accessible via Our website;
4.1.11 Our training and quality assurance purposes;
4.1.12 Our website safety and security purposes;
4.1.13 Our administrative purposes;
4.1.14 allowing technical support personnel to manage Our infrastructure, systems, databases other applications or tools;
4.1.15 statistical analysis of the usage of Our website or applications or tools that are accessed via the website; and/or
4.1.16 complying with applicable laws, including relevant privacy legislation.
4.2 We also collect, hold, use and disclose Personal Information for the purpose of direct marketing of any of Our other services or products which We consider may be of interest to you where you have consented to Us using Personal Information for this purpose and not opted-out in accordance with sections 4.4 and 4.5 below.
4.3 We do not provide Personal Information to third parties except as in accordance with this Privacy Policy, any agreement We have with you or as required by applicable law.
4.4 If you have given Us your consent to provide you with direct marketing communications We may collect, hold, use and disclose Personal Information in accordance with that consent to enable Us to provide you (or other people who you are acting for) information about, and offer you (or other people who you are acting for), other products and services that We offer and which We consider may be of interest to you.
4.5 If you give Us consent to provide you with direct marketing communications We will provide a simple means where you can request not to receive direct marketing communications. Where you have consented to Us providing your Personal Information to any of Our named suppliers or business associates in order for them to provide you with direct marketing communications, You may request that We stop sharing any such Personal Information with that supplier or business associate. We shall only obtain Personal Information about you from a third party source for the purpose of direct marketing where such Personal Information has been processed lawfully by the third party who has provided. You may request that We disclose the source of that information. We will respond to any request made under this clause within a reasonable period in accordance with applicable law and at no cost to you.
4.6 Other than in respect of the online marketplace, where participation is conditional upon the sharing of certain Personal Information, and the receipt of direct marketing of the goods and services of other participants, We will seek specific consent by way of opt-in for any direct marketing that We intend to carry out.
5. Storage and Disclosure of Personal Information (including overseas transfers)
5.1 We take appropriate measures to secure personal data and protect it from loss or unauthorised disclosure or damage. All Personal Information provided to Us will be held for so long as we reasonably require to deliver services to you or to or your employer or as otherwise required for regulatory or other legal purposes and will be stored on secure servers. Any payment transactions processed by us or any applicable third party will be encrypted using SSL technology in accordance with this Privacy Policy.
5.2 In accordance with this Privacy Policy, We may send Personal Information to third parties, including those located outside of the territory in which the individual’s Personal Information is gathered for processing by staff who work for Us or for one of our suppliers, including staff engaged in, among other things, the fulfilment of service delivery, the processing of payment details and the provision of support services. Transfers of Personal Information to overseas jurisdictions will take place in the following circumstances:
5.2.1 where We have a group company assisting Us with Our business activities and functions;
5.2.2 where We have a supplier assisting Us with providing assistance with Our business activities and functions;
5.2.3 where Our website, or any hosting service We use to support Our software or software as a service, is hosted by Us or a third party, and the hosting facilities and/or the back-up/disaster recovery sites are located overseas;
5.2.4 where a third party application is being used in connection with Our interactions with you, e.g. when We use email or Skype, the third party providers of the relevant application have their applications hosted overseas;
5.2.5 where We use credit referencing agencies to verify your creditworthiness and/or report back to the credit organisation on your payment history or other details of the financial relationship between us;
5.2.6 where analytics and search engine providers assist Us in the improvement and optimisation of Our website.
5.3 The countries in which We know that Personal Information may be processed and/or transferred to include:
5.3.1 the United States of America;
5.3.2 United Kingdom;
5.3.3 Singapore; and
5.3.4 Australia.
5.4 We will only transfer Personal Information outside of the country of collection in accordance with applicable law. Wherever Personal Information is transferred outside of the country of collection, we will take all steps reasonably necessary in accordance with applicable law to ensure that such Personal Information is treated securely and in accordance with this Privacy Policy.
5.5 Where We have given you (or where you have chosen) a password which enables you to access certain parts of our website or any part of our services, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.
5.6 Unfortunately, the transmission of information via the internet is not completely secure. Although We will do our best to protect your Personal Information, We cannot guarantee the security of your Personal Information transmitted to our site; any transmission is at your own risk. Once We have received your information, We will use strict procedures and security features to try to prevent unauthorised access.
6. Use of Social Media
Our website uses social media includes blogs, Twitter feeds, and links to other social media, including Facebook, Linked In, Twitter etc. The nature of social media is that these applications actively enable exchange and disclosure of any information, whether personal or otherwise, that is included within those applications. All information, including Personal Information that you enter in those applications may be used, stored, handled and disclosed in any way that is consistent with the privacy policies of the relevant applications, if any. All information that is posted by you in a blog, twitter feed or other social media in connection with the website should be considered as public information that may be used, copied and adapted by any person for any means and should not be posted unless you are prepared to specifically state what restrictions on use there may be with that information or are prepared to accept that it may be used, copied, adapted, stored, handled and disclosed to any other person in any way. We accept no responsibility or liability for any Personal Information that you decide to publish on any social media outlet.
7. Cookies, Metadata and Site Data Activity
This Cookie Policy explains how Total Synergy Pty Ltd ("Total Synergy", "we", "us", or "our") uses cookies and similar technologies when you access our platform, applications, and related services that link to this Cookie Policy. It explains what these technologies are, why we use them, and the choices available to you to control their use.
We may update this Cookie Policy from time to time to reflect changes to the cookies we use, or for operational, legal, or regulatory reasons. We encourage you to review this Cookie Policy periodically. For further information on how we collect, use, and protect personal data, please refer to our Privacy Policy.
7.1 What Are Cookies?
A cookie is a small text file that stores information about a user's interaction with a website or application. When you visit the platform again, cookies allow the platform to recognise your browser and support secure access, session continuity, and a more efficient user experience.
Cookies set by Total Synergy are referred to as first-party cookies. Cookies set by parties other than Total Synergy are referred to as third-party cookies. Third-party cookies enable third-party functionality to be provided through the platform, such as authentication, payment processing, analytics, or embedded services. These third parties may recognise your device both when it interacts with our platform and when it visits other websites.
Cookies do not give us access to your computer or device, or to any information other than information about how you use our platform and the personal information you choose to share with us.
7.2 The Types of Cookies We Use
Total Synergy uses both first-party and third-party cookies, and both session and persistent cookies.
Session cookies are deleted when you close your browser. They are primarily used to manage authentication and active user sessions as you navigate through the platform.
Persistent cookies remain on your device for a defined period or until you delete them. They help retain preferences and configuration settings, such as language or interface choices, across sessions.
7.3 How We Use Cookies
We use cookies for several reasons. Some cookies are required for technical and security reasons in order for the platform to operate correctly. Other cookies support analytics, additional functionality, or third-party integrations.
When you first visit or access our platform, you will see a cookie consent banner. If you do not interact with the banner, only essential cookies will be used by default. Optional cookies will only be enabled if you explicitly accept them.
Essential / Strictly Necessary Cookies
These cookies are required for the platform to function securely and cannot be disabled. They enable secure login, maintain active sessions, protect the application from misuse, and support system reliability. These cookies are always enabled.
| Cookie | Provider | Purpose | Expiration |
|---|---|---|---|
| production-access-token | Total Synergy | Maintains login and secure API access | 1 month |
| .ASPXAUTH | Total Synergy | Legacy authentication | 30 days |
| ASP.NET_SessionId | Total Synergy | Session state management | Session |
| organisation_slug | Total Synergy | Active organisation in multi-tenant system | 24 hours – 1 month |
| __RequestVerificationToken | Total Synergy | CSRF protection | Session |
| ARRAffinitySameSite | Microsoft Azure | Ensures requests remain on same backend instance | Session |
| li_at | OAuth authentication token | Session / Persistent | |
| lidc | Data-centre routing for authentication | 24 hours | |
| bcookie | Browser identification for OAuth | 2 years | |
| Various OAuth cookies | Microsoft | Microsoft login authentication | Session |
| Various OAuth cookies | Google login authentication | Session | |
| Various OAuth cookies | Facebook login authentication | Session | |
| Various OAuth cookies | Xero | Accounting integration authentication | Session |
| _GRECAPTCHA | Bot detection and security | 6 months | |
| NID (reCAPTCHA) | reCAPTCHA preferences and security | 6 months | |
| __stripe_mid | Stripe | Device fraud detection for payments | 1 year |
| __stripe_sid | Stripe | Session fraud detection for payments | 30 minutes |
| intercom-session-{app_id} | Intercom | Support chat session management | 1 week |
| intercom-id-{app_id} | Intercom | User identification for support | 9 months |
| intercom-device-id-{app_id} | Intercom | Device identification for support | 9 months |
| Flagsmith cookies | Flagsmith | Feature flag management | Varies |
| _pendo_* | Pendo | Feature usage tracking and product analytics | Up to 1 year |
| _pendo_meta.* | Pendo | User metadata for analytics | 1 year |
| Various Power BI cookies | Microsoft Power BI | Analytics for embedded reports | Varies |
| NID | Google Maps | Maps preferences and analytics | 6 months |
| CONSENT | Google Maps | Google consent state | 20 years |
| 1P_JAR | Google Maps | Advertising and analytics | 1 month |
| DV | Google Maps | Advertising | Session |
| user-display-language | Total Synergy | Stores preferred UI language | 1 year |
| language_{organisation_slug} | Total Synergy | Stores organisation-specific language preference | 1 year |
| ts-sidebar-state | Total Synergy | Remembers sidebar display mode | 7 days |
| ts-sidebar-menu-view | Total Synergy | Remembers sidebar menu preferences | 7 days |
Analytics Cookies
Analytics cookies help us understand how the platform is used so we can improve performance, reliability, and usability. These cookies are optional and are only used if you choose to enable them.
| Cookie | Provider | Purpose | Expiration |
|---|---|---|---|
| ai_session | Microsoft Application Insights | Session tracking and analytics | 30 min inactive (max 24h) |
| ai_user | Microsoft Application Insights | User identifier for analytics | 1 year |
| ai_authUser | Microsoft Application Insights | Authenticated user tracking | 1 year |
Advertising Cookies
Advertising cookies are used to deliver and measure advertising that may be relevant to you and to limit how often you see the same advertisement.
We do not currently use advertising cookies.
Functionality Cookies
Functionality cookies allow the platform to remember choices you make and provide enhanced features such as personalisation and saved preferences.
We do not currently use functionality cookies.
7.4 Managing Your Cookie Preferences
You have the right to decide whether to accept or reject optional cookies. Essential cookies are always enabled and cannot be disabled as they are necessary for the platform to function.
When you first visit the platform (including login, trial, invitation, or password reset pages), you will see a cookie consent banner that allows you to accept all cookies, accept essential cookies only, or manage cookie preferences by category.
If you do not make a selection, only essential cookies will be used. You may proceed to log in without interacting with the banner. In that case, only essential cookies will remain active until you explicitly provide consent.
Once logged in, you can update your cookie preferences at any time by navigating to My Profile > Profile Settings and selecting Cookie Settings, or via the footer link available on each page. Your consent state, including the cookie policy version you agreed to, will be recorded for audit and compliance purposes.
You may also manage cookies using your browser settings. If you block all cookies, including essential cookies, some or all parts of the platform may not function correctly.
Further information about cookies is available at All About Cookies | Online Privacy and Digital Security.
7.5 Other Tracking Technologies
In addition to cookies, we may use other technologies such as web beacons, tracking pixels, local storage, and session storage. These technologies help us understand platform usage, improve performance, and enhance user experience, and are subject to the same consent requirements as cookies.
7.6 Changes to This Cookie Policy
We may update this Cookie Policy from time to time. When material changes are made, we will update the "Last Updated" date, revise the policy version, and re-present the cookie consent banner where required.
7.7 Contact Us
If you have any questions about this Cookie Policy or our privacy practices, please contact us:
Total Synergy Pty Ltd
Attn: Privacy and Data Protection Officer
Email: justask@totalsynergy.com
Address: Floor 11, 165 Walker Street, North Sydney NSW 2060
This Cookie Policy forms part of and should be read together with our Privacy Policy.
7.8 Metadata and Site Data Activity
7.8.1 Sometimes information that you upload is provided with associated metadata. If you do not want Us to use the metadata you must remove it by erasure from the underlying document/materials properties before uploading it onto the website and other applications and tools.
7.8.2 We may collect data that is associated with your visit, including the pages your visit, the activities you undertake on our website, the preferences you indicate, the applications and tools you use, the purchases you make, and the competitions you enter, etc. We may also collect information relating to the computer, mobile phone or other device including the device type, browser, location, IP address and search words used. We may collect, use, disclose and store such information in any of the ways set out in this Privacy Policy.
8. Links to other Websites and Applications
Our website includes links to other websites, applications and tools that are not owned or operated by Us. We are not responsible for the content of those websites, applications or tools, nor for any products, services or information contained in them or offered through them. You should review the privacy policies and terms and conditions of use of those websites, applications and tools when you visit them. We do not endorse, recommend, condone or represent the companies or any content on any third party linked website and may terminate the link or linking program at any time.
9. How to Access and Seek Correction of Your Personal Information or Complain
9.1 Under applicable privacy legislation We must ensure that your Personal Information is accurate and up to date. Therefore, please advise Us of any changes to your information.
9.2 If you want to find out what Personal Information We hold on you, or you believe any of your Personal Information that is held by Us is inaccurate, out of date, incomplete, irrelevant or misleading or it is not necessary for Us to continue to hold it, or you wish for us to delete or port your Personal Information to a third party provider, you can contact Us, and We will either provide you with access to the Personal Information (in so far as We are legally able and required to do so by applicable law,) or We will delete it or correct it, as applicable, within a reasonable period as determined under applicable law. You can contact Us by:
9.2.1 email at the following email address justask@totalsynergy.com; or
9.2.2 using the contact Us web form on Our website.
9.3 If you wish to complain about a breach of any breach of applicable privacy laws or codes, or this Privacy Policy you should contact Us by:
9.3.1 email at the following email address justask@totalsynergy.com; or
9.3.2 using the contact Us web form on Our website.
9.4 If you make any such complaint, we may be obliged to report that complaint to the relevant local regulator within the timeframes set out in the relevant local legislation. We may also be obliged to self-report a breach of your privacy to the relevant local regulator within the timeframes set out in the relevant local legislation.
9.5 We will aim to respond to any complaint within 10 business days of the date of receipt. We will attempt to resolve your complaint to your satisfaction. If you are not satisfied with how We deal with your complaint you may contact the relevant regulatory authority in your country.