Privacy Policy

1. Introduction

Raynor Lending Solutions ("we," "us," or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information when you visit our website, use our services, or communicate with us, including via SMS/text messaging.

2. Information We Collect

We may collect the following personal information when you interact with us:

• Name
• Email address
• Phone number (including mobile number)
• Location/suburb
• Information about your lending needs (e.g., type of loan, property details)
• Information discussed during calls or meetings, including transcripts and file notes created through AI-assisted note-taking
• Any other information you voluntarily provide through our contact forms or during consultations

3. How We Use Your Information

We use the information we collect to:

• Respond to your enquiries and provide mortgage broking services
• Schedule and manage appointments
• Send you relevant updates about your loan application or enquiry
• Send SMS/text messages related to your enquiry, appointment reminders, or service updates (with your consent)
• Improve our website and services
• Comply with legal and regulatory obligations

4. AI-Assisted File Notes

AI-assisted note-taking is part of how we provide our services. We may use Granola during phone calls, video calls and in-person meetings to create a transcript and file notes. This helps us keep accurate records and manage the services we provide to you.

Granola processes audio only long enough to create the transcript. We don't keep an audio recording. The transcript and notes may form part of our client records and may contain personal, financial or other information discussed during the conversation.

Granola and its transcription and AI service providers may process this information outside Australia, including in the United States. You can read more in Granola's security and privacy information.

If you are not comfortable with AI-assisted note-taking, please tell us before a call or meeting. We may be unable to provide services without this process.

6. Sharing Your Information

We do not sell, trade, or rent your personal information to third parties. We may share your information only in the following circumstances:

• Lenders and service providers: To process your loan application or enquiry, with your knowledge and as part of the mortgage broking service
• AI-assisted note-taking: Granola and its transcription and AI service providers, as described in section 4
• AI tools: OpenAI (ChatGPT) and Anthropic (Claude), which help us draft emails and documents, summarise call notes and prepare loan analysis. Information about your enquiry or application, including call transcripts and file notes, may be processed by these services. See section 7.
• Appointment booking: When you book a strategy session through our booking form, your name, email, mobile number, the topic you choose and any guests' email addresses are saved as an event in our Google Workspace calendar. Guests you add receive that calendar invitation, which shows your mobile number and topic. Your preparation note isn't put in the calendar event. It's saved for a short time in our private booking store with Netlify and sent only to our business email through Resend. You and your guests don't get a copy of it. Once it's sent, the note is removed from that store. If it can't be sent, it's removed no later than seven days after your session. The event also privately keeps the broad category for how you arrived, such as Google search or direct, and any campaign tags in the booking link, so we can count which channels lead to bookings. If the form can't confirm your booking, the page switches to Calendly's booking calendar and passes on the name, email and day you entered, so you don't have to type them again. What you enter in Calendly is held by Calendly, and a copy of your answers may also be sent to our business email the same way. Google Meet provides the video link, and Resend sends the booking and reminder emails. Google's handling is described in its privacy policy and Resend's in its privacy policy
• Website hosting: Netlify hosts this website and processes technical request data needed to deliver and secure it. Netlify's handling of that data is described in its privacy statement
• Legal requirements: When required by law, regulation, or legal process
• Professional obligations: To comply with our obligations as a Credit Representative (CRN 563088) under Australian Credit Licence Number 384704

7. Disclosure Outside Australia

Some of the services we use store or process personal information outside Australia, so your information may be disclosed to recipients overseas. These recipients are mainly in the United States. Some providers, such as Google, may also process information in other countries where they run data centres.

The overseas services we use include:

• Google Workspace, for our email, calendar and documents
• Granola, for AI-assisted call and meeting notes (section 4)
• OpenAI and Anthropic, for AI tools that help us draft, summarise and analyse (section 6)
• Zoom, for phone calls
• Netlify, which hosts this website and receives the forms you submit on it
• Resend, which sends booking, reminder and calculator result emails
• PostHog, for website analytics (section 10)
• Calendly, when it provides our booking calendar

We only give each service what it needs to do its job.

Lenders, our aggregator and other parties involved in your loan may use their own overseas service providers. Their privacy policies explain how they handle your information.

If you'd rather we didn't use a particular service with your information, tell us and we'll talk through what's possible.

8. Data Security

We implement reasonable administrative, technical, and physical safeguards to protect your personal information from unauthorised access, use, or disclosure. However, no method of transmission over the internet or electronic storage is 100% secure, and we cannot guarantee absolute security.

9. Your Rights

You have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate information
• Request deletion of your personal information (subject to legal obligations)
• Opt out of SMS communications at any time by replying STOP
• Withdraw consent for data processing where consent is the basis

10. Cookies and Analytics

Our own website analytics does not set cookies or create a visitor profile. It records only daily aggregate counts so we can understand which pages and tools are useful, whether important journeys are working, and how quickly the site loads.

The aggregate record may include the page path without its query string, a broad source category such as Google, Reddit or direct, a broad device category, selected high-level actions such as opening a calculator or booking page, successful website forms, and rounded Core Web Vitals. We do not put names, contact details, form contents, full referring URLs, query strings, browser identifiers, user-agent strings or IP addresses into our analytics store.

The Cost to Complete Calculator and Repayment Planner can save one set of inputs in this browser when you choose “Save on this device”. These figures stay on this device until you replace them, delete them in the planner or clear site data. They are not sent with analytics. Anyone using the same browser could restore them. If you separately request an emailed result, the selected summary is processed to provide that email.

To recognise how you arrived as you move between pages, our own analytics keeps only a broad source category, such as Reddit, Google Business Profile, Google search or direct, in session storage for that browser tab. We also include this category with selected actions sent to PostHog. It contains no calculator figures or visitor identifier.

Analytics is collected only on the live Raynor Lending Solutions domain. Daily aggregates are stored with our hosting provider, Netlify, and records older than 395 days are automatically removed. Netlify may process technical request information, including IP addresses, to deliver and secure the hosting service and to enforce request rate limits, but our analytics application does not read or save those IP addresses.

We also use PostHog, a product analytics service, to understand how visitors move through the site and where pages or calculators could be clearer. PostHog may set cookies and collect usage information such as pages visited, clicks, device and browser type, and an approximate location worked out from your IP address. It can also record how a page was used in a session replay, with keystrokes and form entries masked. This information is processed and stored by PostHog on servers in the United States. We do not send names, contact details or the contents of your form submissions to PostHog. You can read PostHog's privacy policy at posthog.com/privacy.

Some pages contain third-party services, such as Calendly when it provides our booking calendar, YouTube for videos and EmbedSocial for reviews. When an embed loads, its provider receives connection information such as your IP address and browser details, and may use cookies under its own privacy terms. See EmbedSocial’s privacy policy and Google’s privacy policy. You can also contact us directly without using those embeds.

11. Raynor Home Buying Costs in ChatGPT

Raynor Home Buying Costs is a purchase cost calculator you can use inside ChatGPT. Using it doesn't send us your name or contact details or make you a client.

For each calculation, ChatGPT sends the calculator only the figures and options it needs: state or territory, purchase price, property type, purpose, whether you're a first home buyer, savings, the amount to keep in reserve, legal and bank fees, the loan amount or LVR, and how to treat lenders mortgage insurance. The calculator doesn't accept free text, names or addresses.

The calculation runs on our website host, Netlify, and the result goes back to ChatGPT. We don't save the figures, create an account or profile, or send them to our analytics, PostHog or anyone else. Netlify processes technical request information to deliver and secure the service, as described in section 6.

OpenAI handles your ChatGPT conversation, including the figures you give and the results the calculator returns, under its own privacy policy. OpenAI may process this information outside Australia.

If you select a Source link in a result, your browser opens that official government page directly.

12. Complaints

If you're unhappy with how we've handled your personal information, or with our service, please tell us first so we can try to put it right.

How to complain

Email jai@raynorlendingsolutions.com.au or call 0433 967 807. Tell us what happened and what you'd like us to do about it. You can complain verbally or in writing, and it's free.

What happens next

We'll acknowledge your complaint within one business day of receiving it, or as soon as we can. We'll look into it and give you a final written response within 30 calendar days. If we need more time, we'll tell you why before the 30 days are up, and let you know you can take your complaint to the Australian Financial Complaints Authority (AFCA).

As a Credit Representative (CRN 563088) under Australian Credit Licence 384704, we're also covered by our licensee's complaints process. You can contact Finsure Finance and Insurance Pty Ltd directly:

• Email: complaints@finsure.com.au
• Phone: 1300 346 787 (option 3)
• Mail: Complaints Officer, Finsure Finance and Insurance Pty Ltd, Level 27, 10 Carrington Street, Sydney NSW 2000

If you're not satisfied

If you're not happy with our response, or we haven't responded within 30 days, you can contact:

Australian Financial Complaints Authority (AFCA)

AFCA is a free, independent dispute resolution service for financial complaints, including complaints about credit and privacy.

• Online: www.afca.org.au
• Email: info@afca.org.au
• Phone: 1800 931 678 (free call, 8am to 6pm AEST/AEDT weekdays)
• Interpreter service: 131 450
• Mail: Australian Financial Complaints Authority Limited, GPO Box 3, Melbourne VIC 3001

Time limits may apply to complaints to AFCA, so it's best to act promptly.

Office of the Australian Information Commissioner (OAIC)

For complaints about how we've handled your personal information, you can also contact the OAIC.

• Online: www.oaic.gov.au (privacy complaint form)
• Phone: 1300 363 992 (Monday to Thursday, 10am to 4pm AEST/AEDT)
• Mail: GPO Box 5288, Sydney NSW 2001

13. Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page with an updated revision date. We encourage you to review this policy periodically.

14. Contact Us

If you have any questions about this Privacy Policy or how we handle your personal information, please contact us:

• Email: jai@raynorlendingsolutions.com.au
• Phone: 0433 967 807
• Location: Brisbane & Caboolture, Queensland