Privacy Policy

The Lost Co (ABN 36 864 450 379) (“we”, “us”, “our”) is committed to protecting your privacy. This policy explains how we handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). It applies to thelost.com.au and the services we provide.

1. What information we collect

We only collect personal information that is reasonably necessary to provide our services. This includes:

• Information you give us — your name, email address, phone number, business name and the details of your enquiry when you submit a form, book a strategy session or email us.
• Technical information — anonymised analytics such as pages visited and approximate region, collected via Google Analytics 4 with IP anonymisation enabled. We do not use this to identify you.

We do not collect sensitive information, and we do not knowingly collect information from children.

2. How we use your information

We use your personal information to:

• respond to your enquiry and provide the services you request;
• prepare proposals, scope work and communicate about projects;
• send you information you have asked for; and
• improve our website and services.

We will only use your information for the purpose it was collected, a directly related purpose you would reasonably expect, or where you have consented. We do not sell your personal information.

3. Who we share it with

We use trusted third-party providers to operate our business. When you contact us, your details may be stored in or passed to:

• HubSpot (customer relationship management);
• Google Workspace and Google Analytics (email and anonymised analytics);
• our internal notification tooling (to alert our team to your enquiry); and
• hosting and infrastructure providers used to run this website.

Some of these providers may store data outside Australia. We take reasonable steps to ensure any overseas recipient handles your information consistently with the APPs. We do not disclose your information to anyone else unless required or authorised by law.

4. How we store and protect your information

We take reasonable steps to protect your personal information from misuse, loss, and unauthorised access, including access controls and encrypted connections (HTTPS). We retain personal information only for as long as it is needed for the purposes described above or as required by law, and securely destroy or de-identify it when it is no longer needed.

5. Accessing, correcting or deleting your information

You have the right to ask for access to the personal information we hold about you, to ask us to correct it, or to request its deletion. To make a request, email hello@thelost.com.au. We will respond within a reasonable period and may need to verify your identity first. There is no charge to make a request.

6. Cookies and analytics

We use a minimal, privacy-respecting analytics setup. Analytics scripts load only after you interact with the page, IP addresses are anonymised, and Google advertising signals are disabled. You can block cookies in your browser settings without affecting your ability to use the site.

7. Complaints

If you believe we have breached the Australian Privacy Principles, contact us at hello@thelost.com.au and we will investigate and respond. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

8. Changes to this policy

We may update this policy from time to time. The current version is always available on this page, with the “last updated” date shown above.

9. Contact us

The Lost Co · ABN 36 864 450 379 · Melbourne, Australia
Email: hello@thelost.com.au
Phone: +61 1800 714 154