Privacy policy

Effective 10 November 2026. This policy covers ServiceForge, a customer-messaging service run by Trend AI, and the ServiceForge app on Facebook and Instagram.

Who we are

ServiceForge is operated by Trend AI, a registered business name of Elite Care and Services Group Pty Ltd (ACN 694 818 641, ABN 89 694 818 641), Melbourne, Victoria, Australia. We answer enquiries for the local businesses that use our service (our clients), such as trades and home-service businesses, on their websites, Facebook Pages and Instagram accounts. Contact us at serviceforge@trendai.au.

What we collect

When you message one of our clients on Facebook Messenger or Instagram, or use the chat on their website, we receive:

• the messages you send and the replies our assistant or the client's team gives you;
• the name and profile picture on your Facebook or Instagram profile, and the page-scoped ID that Meta assigns to your conversation with that page;
• any details you choose to give during the chat, such as your name, mobile number, email address, suburb and a description of the job you want done;
• on a website chat, a random chat ID held in your browser so a conversation can continue when you come back. It contains no personal details.

From our clients we receive the details needed to connect their pages, such as the page name, page ID and an access token issued by Meta. We hold these for the client.

How we use it

• to answer your questions and reply to you on the client's behalf;
• to collect what the client needs to quote, book or follow up your job, and to pass your enquiry with its conversation to the client's team;
• to let a person on the client's team take over the conversation;
• to keep your conversation together across visits, so you are not asked the same questions twice;
• to improve the answers our assistant gives.

Replies from the assistant are generated by software. A person from the client's team can step in at any time, and you can ask for one. We do not use your information for advertising and we do not sell it.

Who we share it with

• The client you contacted. Your enquiry, your contact details and the conversation go to the business whose page or website you messaged. That business handles them under its own privacy policy.
• Service providers that run ServiceForge. Meta Platforms delivers Messenger and Instagram messages. Our systems run on cloud servers in Melbourne, Australia (Oracle Cloud), with automation and chat software (n8n, Botpress) and Telegram notifications to the client's team.
• When the law requires it, or to protect our rights, our clients or the public.

Where it is stored and for how long

Your information is stored on servers in Melbourne, Australia. We keep conversations and enquiries with no fixed end date, so the client can look after your job and so we can keep improving the assistant, unless you ask us to delete them. See data deletion for how.

Your choices

• Access and correction. Email serviceforge@trendai.au to ask what we hold about you or to correct it.
• Deletion. Ask by email or in the chat itself, as described on the data deletion page.
• Talk to a person. Say so in the chat and the client's team is notified.

Security

Information travels encrypted between Meta, our servers and our clients. Access tokens and passwords are kept in a managed vault, and access to stored conversations is limited to the people who operate the service and the client's own team.

Children

ServiceForge is for people arranging work with a business and is not directed at anyone under 18. If you believe a child has given us information, email us and we will delete it.

Australian privacy law

We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. If you have a complaint, email serviceforge@trendai.au first and we will respond within 30 days. You can also contact the Office of the Australian Information Commissioner at oaic.gov.au.

Changes to this policy

When we change this policy we update the date at the top of this page.