Privacy Policy

1. Who we are and what this policy covers

This privacy policy explains how VAYO Agents ("VAYO", "we", "us") handles personal information when you use the VAYO marketplace at https://vayoagents.com, including as a visitor, a buyer, or a seller/creator.

It covers the marketplace website, your account and library, seller onboarding and listings, orders and delivery, reviews, and our support and email notifications. It does not cover how an individual seller or a third-party service you connect to an agent handles your information — those are governed by their own policies.

We handle personal information in accordance with applicable privacy law. This policy describes our actual practices; it is not a certification or an audit result.

2. The information we collect

Account and profile information: the email address and password you register with, your display or contact name, and the roles your account holds (for example buyer, creator or administrator).

Creator application and listing information: your creator or studio name, the contact and business details you submit in a seller application, the content of your listings, and the delivery configuration you set up for an agent.

Payment and Stripe connected-account information: whether your Stripe connected account exists and is ready to accept payments, the identifiers Stripe returns for that account, and transaction and order metadata such as amount, currency, status, timestamps and payment or session identifiers.

Purchase, order and delivery information: the agents you buy, order status, and setup or delivery status for each order shown in your library.

Reviews and support content: the reviews you publish, and the support or refund requests you raise, including the reason selected and the messages exchanged with a seller or with VAYO.

Email and notification records: the in-app notifications generated for you, and the status of transactional emails we queue and send (for example queued, sent or failed).

Technical and security records: server, request, authentication and error logs, and where generated, device and browser information, IP address, and cookie or usage analytics data.

3. How we collect it

Most information comes directly from you: when you create an account, sign in, apply to sell, publish a listing, buy an agent, leave a review, or raise a support request.

Some information is generated automatically as you use the marketplace, such as order records, notification and email status, and technical logs.

Some information comes from third parties acting for the transaction, most importantly Stripe, which tells us about connected-account readiness, payment outcomes and refunds.

4. Why we use it

To create and secure your account, authenticate you, and apply the correct role and permissions.

To operate the marketplace: reviewing and moderating seller applications and listings, showing listings, processing checkout, recording orders, delivering purchased agents, and maintaining your library.

To provide support and handle consumer remedies: routing your request to the relevant seller, keeping the conversation attached to your order, and escalating a request when the parties cannot agree.

To send necessary service, transactional and security messages, and to keep records of what we sent.

To keep the marketplace safe and lawful: detecting fraud and abuse, investigating disputes and chargebacks, protecting our systems, and meeting our legal, tax and record-keeping obligations.

To understand and improve how the marketplace is used, using aggregated or usage-level analytics where they are generated.

5. Payments are handled by Stripe

Card, bank, and identity verification details for payments and payouts are collected and handled by Stripe under its own terms and privacy policy. Card details are entered with Stripe, not on VAYO.

VAYO does not store full card numbers, and does not hold a seller's secret Stripe API keys. We do receive and store the account, payment and status identifiers and the transaction metadata we need to record an order, show it in a library, reconcile a refund, and calculate marketplace commission.

Because the seller is the merchant of record for their sales, Stripe also provides transaction information to that seller for their own order.

6. Who we disclose information to

Sellers and buyers, to the extent necessary for a transaction: a seller receives the information needed to fulfil, deliver and support an order they sold, and a buyer receives the seller or listing contact context needed to raise and resolve a request. We do not give sellers a general copy of your contact records beyond what delivery and support require.

Service providers who help us run the marketplace, in the following categories: application hosting and delivery; database, authentication and file storage; payment processing (Stripe); transactional email delivery; analytics, logging and security tooling; and ordinary business communications. Providers may only use the information to provide their service to us.

Others where it is required or permitted by law, or necessary to investigate fraud, enforce our terms, protect a person's safety, or handle a legal claim, dispute or chargeback.

We do not sell personal information, and we do not disclose it for unrelated third-party advertising.

7. Cloud and overseas processing

The marketplace runs on cloud infrastructure, and our service providers may store or process information on servers located outside Australia, or access it from another country, depending on where that provider operates.

Where information is handled outside Australia, we take reasonable steps to use reputable providers and to require appropriate confidentiality and security protections. We do not claim a specific processing location in this policy unless we can state it accurately for the provider concerned; if you need that detail for a particular provider, contact us and we will tell you what we know.

8. Cookies, local storage and analytics

We use cookies and browser storage that are necessary for the marketplace to work — in particular to keep you signed in, maintain your session, and protect against unauthorised requests. These cannot be switched off without breaking sign-in.

Where analytics or performance measurement is enabled, it helps us understand how pages and listings are used, and to diagnose errors. You can clear or block cookies in your browser, but doing so may sign you out or degrade parts of the marketplace.

9. Emails you receive

Service and transactional emails relate to your account and your activity: sign-in and password recovery, application and listing moderation outcomes, order and payment status, delivery availability, and support or refund request updates. These are necessary to provide the service and to keep your account secure, so they are not marketing and cannot generally be opted out of while your account is open.

Any marketing or promotional email is separate. We only send it with your consent, it always identifies us, and it always includes a way to unsubscribe. Unsubscribing from marketing does not stop necessary service and security messages.

10. Security

We take reasonable technical and organisational steps to protect personal information, including authenticated access, row-level access controls on user-owned records, server-side authorisation for sensitive actions, private storage for delivered files with time-limited access links, and keeping payment credentials with Stripe rather than on VAYO.

No online service can be completely secure, and we cannot guarantee absolute security. You also play a part: use a strong, unique password, keep it confidential, and only connect accounts and data you are authorised to connect.

If a data breach occurs that is likely to cause serious harm, we will assess and respond to it as required by applicable law, including notifying affected people and any regulator where that obligation applies.

11. How long we keep information

We keep personal information for as long as we need it for the purpose it was collected, which depends on the record: account and profile information while your account is open; transaction, order, delivery, commission and tax records for as long as required for financial, tax and accounting obligations; support, review, dispute and chargeback records while they may be needed to resolve or defend a matter; and security and technical logs for a reasonable period for security and reliability purposes.

When information is no longer needed and we are not required to keep it, we delete it or de-identify it. We do not state a single fixed retention period, because the applicable period differs between these record types.

12. Access, correction, closure and complaints

You can update most of your account and listing details directly in the marketplace. You can ask us for access to the personal information we hold about you, to correct it, or to close your account and delete information we are not required to keep.

Send these requests to support@vayoagents.com from the email address on your account, or raise them through the in-app support workflow if you are signed in. We may need to verify your identity first, and we will respond within a reasonable time. Where we cannot give access or make a deletion — for example because a transaction, tax or dispute record must be retained — we will explain why.

If you are not satisfied with how we have handled your personal information or a request, tell us at support@vayoagents.com and we will investigate. If you remain unsatisfied, you can escalate your complaint to the relevant privacy regulator in your jurisdiction.

13. Children

VAYO is intended for people aged 18 and over. We do not knowingly collect personal information from children. If you believe a child has created an account or given us information, contact us and we will remove it.

14. Changes to this policy

We may update this policy as the marketplace changes, for example when a new payment, delivery or analytics capability is enabled. The effective date at the top of this page always shows the current version, and where a change is material we will take reasonable steps to notify account holders.

15. Contact

Privacy questions, access and correction requests, and privacy complaints: support@vayoagents.com.

VAYO Agents · https://vayoagents.com