Privacy Policy
Effective 20 October 2026 · HopNPark Pty Ltd
Your privacy matters to us. Here is what we collect when you use HopNPark, why we collect it, and how you stay in control.
1.Who we are
HopNPark Pty Ltd ("HopNPark", "we", "us") runs the HopNPark parking platform: the HopNPark website, the driver app (web, iPhone, iPad, Apple Watch, Android, CarPlay and Android Auto), the business app, and the portals car park operators and councils use. We are based in Sydney, Australia.
We follow the Australian Privacy Principles in the Privacy Act 1988 (Cth). This policy explains what personal information we collect, why, who we share it with, and the choices you have.
2.The two roles we play
For drivers and business customers, HopNPark is responsible for your account and the information in it.
For car park operators and councils, we also run software on their behalf. When you park at their site, the operator or council decides the parking rules, prices and how long their records (such as camera images) are kept. We handle that information under our agreement with them and only for their parking service. Their own privacy policy also applies to parking at their site.
3.What we collect
| Information | Examples |
|---|---|
| Account details | Name, email, mobile number, password (stored scrambled, never readable) |
| Vehicles | Number plates, make and colour you add, Wallet passes and tags |
| Parking activity | Bookings, parking sessions, entry and exit times, the car park or street zone, amounts paid, receipts, permits, refunds and disputes |
| Number-plate camera reads | The plate, time and, where the car park uses cameras, an image of the plate area |
| Payment details | Your card is held by our payment providers (such as Stripe or Windcave). We keep only a token, the card brand and last four digits, never the full card number |
| Location | Only if you turn it on: to find parking near you and, if you switch on auto start & stop, to start and end street parking when you arrive and leave |
| Voice and chat with Parker | What you say or type to Parker, our AI assistant, and its replies |
| Work and business details | If your employer or a business adds you: your company, staff parking rules, and any proof of employment you upload for a staff permit |
| Support | Messages and calls with us or the car park (including intercom calls through the app) |
| Device and usage | App version, device type, push notification tokens, error logs and basic security logs (such as IP address and sign-in times) |
We don't ask for sensitive information (such as health or religion). We don't knowingly collect information from children under 16 without a parent or guardian.
4.How we use it
- To run your parking: open gates, start and end sessions, take bookings, issue permits and passes, and send receipts
- To take payments, give refunds and handle disputes
- To answer you through Parker and our support team
- To send service messages, such as booking reminders, "parking about to expire" alerts and receipts (you can turn off optional alerts in the app)
- To keep the platform safe: detect fraud, misreads and misuse, and secure accounts
- To improve HopNPark, using statistics that don't identify you
- To meet our legal obligations, such as tax record keeping
We never sell your personal information and we don't use it for advertising. We only send marketing emails if you agree, and every one has an unsubscribe link.
5.Parker, our AI assistant
Parker answers questions and can book, extend or end parking when you ask it to. Your words (typed or spoken) are sent to our AI service providers to understand them and to turn replies into speech. Voice recordings are converted to text and are not kept by HopNPark after your request is answered. The text of your conversation may be kept with your account to help you and improve the service.
Parker can make mistakes. It always asks before paying for anything, and you can check every booking and charge in the app.
6.Who we share it with
- The car park operator or council where you park: your plate, times, amount paid and, for permits or disputes, the details they need to manage parking at their site. They don't see your other parking.
- Your employer or business account, if they pay for or manage your parking: your parking at their sites and the costs they cover.
- Service providers who help us run HopNPark, under contract and only for that purpose, including:
- Cloud hosting and security (Cloudflare) and our database host (Neon, Sydney region)
- Payments (Stripe, Windcave and the operator's bank or payment provider)
- AI and voice (OpenAI, Anthropic and ElevenLabs)
- SMS (Twilio), push notifications (Apple and Google), and maps and address lookup (Google or Mapbox)
- Email and customer support tools
- Others when the law requires it, for example a court order, or to protect someone's safety.
- A buyer, if HopNPark's business is sold, under the same protections.
7.Information sent overseas
Your account data is stored in Australia (Sydney). Some providers process information overseas, mainly in the United States, for example to deliver payments, AI replies, voice, SMS and push notifications. We choose providers with strong security and privacy commitments and take reasonable steps so they handle your information consistently with the Australian Privacy Principles.
8.How long we keep it
- Camera images: for the number of days the car park sets (30 days by default), then deleted. Plate reads linked to a paid session are kept with the session.
- Proof-of-employment uploads: deleted 90 days after the permit decision.
- Receipts and payment records: 5 years, as Australian tax law requires.
- Your account: until you delete it. When you do, we remove your name, email, mobile, vehicles and cards, and keep receipts without those details.
9.Keeping it safe
Information is encrypted in transit and at rest, passwords are stored scrambled, card numbers never touch our servers, and access is limited to people who need it. If a data breach is likely to cause serious harm, we will notify you and the Office of the Australian Information Commissioner, as the Notifiable Data Breaches scheme requires.
10.Your choices and rights
- Access and download: in the app, go to Account › Privacy › Download my data.
- Correct: update your details in the app, or ask us.
- Delete: Account › Privacy › Delete my account, or email us.
- Location, microphone and notifications: turn them on or off at any time in your phone's settings.
- Marketing: unsubscribe at any time.
We'll respond within 30 days. We won't charge you to make a request.
11.Cookies and the website
Our website and apps use only the storage they need to work, such as keeping you signed in and remembering settings like your theme. We don't use advertising or cross-site tracking cookies.
12.Questions and complaints
Email [email protected] with "Privacy" in the subject. We aim to resolve complaints within 30 days. If you're not satisfied, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or 1300 363 992.
13.Changes to this policy
We'll update this page when our practices change and show the new effective date at the top. For important changes we'll also tell you in the app or by email.
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We'll connect to your gate system in test mode and show your own lane granting plates, with your brand on the app.