EscrowSource Privacy Policy

Scope of this Privacy Policy

This Privacy Policy applies to personal information we collect through:

• the EscrowSource website;
• user accounts;
• buyer project requests;
• expert profiles and applications;
• buyer–expert messages;
• project files, uploads, and deliverables;
• payment, refund, payout, and escrow-style release workflows;
• identity, verification, fraud, risk, sanctions, and compliance checks;
• customer support and dispute handling;
• marketing, surveys, feedback, and analytics;
• cookies, pixels, logs, and similar technologies;
• any other interaction you have with EscrowSource.

This Privacy Policy does not apply to third-party websites, payment providers, identity verification providers, banks, logistics providers, suppliers, experts, buyers, or other third parties that have their own privacy policies.

What personal information we collect

The types of personal information we collect depend on how you use the Platform.

We may collect the following categories of information.

2.1 Account information

This may include:

• name;
• email address;
• phone number;
• username;
• password or authentication credentials;
• profile photo;
• account settings;
• preferred language;
• country, city, or region;
• role on the Platform, such as Buyer or Expert.

2.2 Buyer information

If you are a Buyer, we may collect:

• project requests;
• product descriptions;
• sourcing requirements;
• translation requirements;
• supplier requirements;
• preferred budget;
• project timelines;
• target market;
• product specifications;
• uploaded documents, images, files, product references, and supporting materials;
• messages with Experts;
• project status and acceptance records;
• dispute records;
• payment, refund, and transaction records.

2.3 Expert information

If you are an Expert, we may collect:

• professional background;
• skills and service categories;
• languages spoken;
• business name;
• work experience;
• location;
• profile description;
• qualifications or certifications;
• portfolio materials;
• proposal history;
• project history;
• ratings and reviews;
• payout details;
• tax or business information where required;
• identity verification information;
• dispute history and support communications.

2.4 Identity and verification information

Where required, we may collect information to verify identity, prevent fraud, comply with payment-provider requirements, or meet legal obligations.

This may include:

• full legal name;
• date of birth;
• residential or business address;
• government-issued identity document details;
• copies or images of identity documents;
• proof of address;
• business registration documents;
• tax identification information;
• sanctions, politically exposed person, fraud, or risk screening results;
• verification status from third-party providers.

We only collect identity documents or verification information where reasonably required for Platform safety, payment processing, fraud prevention, dispute handling, legal compliance, or risk management.

2.5 Payment and transaction information

If live payments are enabled, we may collect or receive:

• transaction identifiers;
• payment status;
• refund status;
• payout status;
• invoice or receipt details;
• project amount;
• platform fees;
• payment provider fees;
• currency and foreign exchange information;
• chargeback or payment dispute information;
• payment risk or fraud alerts;
• partial payment details, such as card type, card country, and last four digits, where provided by a payment provider;
• bank or payout information where required for Expert payouts.

We do not intend to store full credit card numbers or full payment card credentials. These are generally processed by third-party payment providers.

2.6 Communications and support information

We may collect:

• messages sent through the Platform;
• emails sent to us;
• support tickets;
• dispute submissions;
• feedback;
• survey responses;
• complaints;
• call notes or records where applicable;
• attachments and screenshots;
• records of our responses to you.

We may monitor, review, or moderate Platform messages and content where reasonably necessary for dispute resolution, fraud prevention, safety, legal compliance, product improvement, or enforcement of our Terms and Conditions.

2.7 Technical and usage information

When you use the Platform, we may collect:

• IP address;
• device type;
• browser type;
• operating system;
• referring website;
• pages viewed;
• buttons clicked;
• search and navigation activity;
• session times;
• error logs;
• crash logs;
• approximate location derived from IP address;
• cookie identifiers;
• analytics identifiers;
• security and fraud detection signals.

2.8 Cookies and tracking information

We may use cookies, pixels, local storage, software development kits, tags, and similar technologies to operate, secure, improve, personalise, and analyse the Platform.

Cookies may include:

• essential cookies required for login, authentication, security, and Platform functionality;
• preference cookies that remember settings and choices;
• analytics cookies that help us understand Platform usage;
• security and fraud-prevention cookies;
• marketing cookies, where used, to measure advertising effectiveness or show relevant content.

You can usually manage cookies through your browser settings. Some Platform features may not work properly if essential cookies are disabled.

2.9 Sensitive information

We do not generally seek to collect sensitive information such as health information, biometric information, racial or ethnic origin, political opinions, religious beliefs, trade union membership, criminal record information, or sexual orientation.

You should not upload sensitive information unless it is necessary for a Project, required by law, requested by us for a specific lawful purpose, or you have our prior consent.

If you provide sensitive information, you consent to us handling it for the purpose for which it was provided and in accordance with this Privacy Policy.

How we collect personal information

We may collect personal information:

• directly from you when you create an account, submit a Project, complete a profile, send a message, make a payment, contact support, or provide documents;
• from other Users, such as when a Buyer or Expert includes your information in a Project, message, file, dispute, or review;
• from payment providers, identity verification providers, fraud screening providers, analytics providers, hosting providers, communication providers, and other service providers;
• from publicly available sources, where relevant to verification, fraud prevention, compliance, or dispute handling;
• automatically through cookies, logs, analytics tools, device data, and security tools;
• from regulators, law enforcement, banks, card networks, or payment providers where relevant to legal, payment, fraud, or compliance matters.

If you provide personal information about another person, you must ensure that you have authority to do so and that the person has been informed about this Privacy Policy where required.

Why we collect, use, and disclose personal information

We may collect, use, and disclose personal information for the following purposes.

4.1 To provide and operate the Platform

This includes:

• creating and managing accounts;
• enabling Buyers to submit Projects;
• enabling Experts to submit Proposals;
• facilitating buyer–expert communications;
• managing Project workflows;
• processing Project status updates;
• enabling file uploads and Deliverables;
• providing customer support;
• maintaining Platform functionality.

4.2 To process payments and payouts

This includes:

• processing Buyer payments;
• processing Expert payouts;
• managing refunds;
• managing payment holds;
• managing escrow-style payment release workflows;
• recording transaction status;
• issuing receipts or invoices;
• managing chargebacks and payment disputes;
• working with payment providers, banks, card networks, and payout providers.

4.3 To verify identity and prevent misuse

This includes:

• verifying Buyer or Expert identity;
• checking business details;
• detecting fraud;
• detecting duplicate or suspicious accounts;
• preventing payment misuse;
• managing chargeback risk;
• screening for sanctions or prohibited activity;
• complying with payment provider requirements;
• protecting Users and the Platform.

4.4 To manage disputes and enforce our Terms

This includes:

• reviewing Project records;
• reviewing buyer–expert messages;
• reviewing files, evidence, invoices, screenshots, or communications;
• determining whether a payment should be released, refunded, split, or paused;
• investigating breach of Terms;
• suspending or terminating accounts;
• preserving records for legal or regulatory purposes.

4.5 To improve and secure the Platform

This includes:

• analytics and product improvement;
• debugging and error monitoring;
• security monitoring;
• fraud detection;
• testing new features;
• improving user experience;
• training support teams;
• improving dispute and payment workflows.

4.6 To communicate with you

This includes sending:

• account notices;
• security notices;
• Project updates;
• payment notices;
• dispute notices;
• service announcements;
• support replies;
• policy updates;
• marketing communications, where permitted.

You may opt out of marketing emails at any time by using the unsubscribe link or contacting us. You may still receive important service, legal, security, and transaction communications.

4.7 To comply with law and protect rights

This includes:

• complying with legal obligations;
• responding to lawful requests from regulators, courts, law enforcement, banks, payment providers, or government authorities;
• protecting our legal rights;
• protecting the rights, safety, and security of Users or third parties;
• handling legal claims;
• meeting accounting, tax, audit, and record-keeping requirements.

Who we disclose personal information to

We may disclose personal information to the following categories of recipients.

5.1 Other Users

We may share information between Buyers and Experts where necessary to facilitate Projects.

For example:

• Buyers may see Expert profile information, proposals, messages, ratings, and Deliverables;
• Experts may see Buyer project details, messages, files, requirements, and relevant account information;
• information may be shared between parties during disputes.

Users must only use information received through the Platform for the relevant Project or Platform purpose.

5.2 Service providers

We may disclose information to service providers who help us operate the Platform, including:

• cloud hosting providers;
• database providers;
• email and communication providers;
• analytics providers;
• payment providers;
• payout providers;
• identity verification providers;
• fraud and risk screening providers;
• customer support tools;
• dispute management tools;
• security providers;
• professional advisers, such as lawyers, accountants, auditors, and insurers.

5.3 Payment providers and financial institutions

We may disclose information to payment providers, banks, card networks, payout providers, foreign exchange providers, and financial institutions to process payments, payouts, refunds, chargebacks, risk checks, and compliance checks.

5.4 Regulators, authorities, and law enforcement

We may disclose information where reasonably necessary to:

• comply with law;
• respond to court orders, subpoenas, warrants, notices, or legal processes;
• assist regulators, payment providers, law enforcement, or government authorities;
• investigate fraud, prohibited goods, sanctions concerns, money laundering, terrorism financing, or unlawful activity;
• protect the rights, safety, and security of EscrowSource, Users, or third parties.

5.5 Business transfers

If EscrowSource is involved in a merger, acquisition, business sale, asset sale, restructuring, financing, or transfer of Platform operations, we may disclose personal information to relevant parties involved in that transaction, subject to reasonable confidentiality protections.

Overseas disclosure of personal information

EscrowSource is an Australian-based platform, but the nature of our marketplace may involve cross-border disclosures.

We may disclose personal information to recipients located outside Australia, including in countries such as:

• China;
• Hong Kong;
• Singapore;
• the United States;
• countries where our cloud, payment, verification, analytics, communication, or support providers operate;
• countries where Buyers, Experts, suppliers, or service providers are located.

Overseas disclosure may occur where:

• a Buyer shares Project information with an Expert located overseas;
• an Expert communicates with suppliers, factories, logistics providers, or other third parties overseas for a Project;
• we use overseas cloud hosting, payment, analytics, identity verification, security, or communication service providers;
• we need to process cross-border payments, refunds, payouts, fraud checks, sanctions checks, or compliance checks;
• information is required for dispute handling, legal compliance, or Platform security.

Where required by law, we will take reasonable steps to ensure that overseas recipients handle personal information in a manner consistent with applicable privacy requirements. These steps may include contractual safeguards, access controls, due diligence, security measures, data minimisation, and limiting disclosure to information reasonably necessary for the relevant purpose.

You acknowledge that overseas recipients may be subject to different privacy, data protection, government access, and legal requirements than those that apply in Australia.

Storage and security

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, and disclosure.

Security measures may include:

• access controls;
• password protection;
• encryption or secure transmission where appropriate;
• secure cloud hosting;
• audit logging;
• staff and contractor access restrictions;
• account authentication controls;
• data minimisation;
• security monitoring;
• fraud and misuse detection;
• backup and recovery controls;
• vendor security review where appropriate.

No method of electronic transmission or storage is completely secure. We cannot guarantee absolute security of personal information.

You are responsible for keeping your account login details secure and for promptly notifying us if you suspect unauthorised access to your account.

Data retention

We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy, including to provide the Platform, manage Projects, process payments, handle disputes, comply with legal obligations, prevent fraud, and enforce our Terms.

The exact retention period depends on the type of information, the purpose for which it was collected, legal requirements, dispute risk, fraud risk, payment-provider requirements, and operational needs.

As a general guide:

• Account information: Retained while your account is active and for a reasonable period after closure for legal, security, dispute, fraud-prevention, and record-keeping purposes.
• Buyer Project information: Retained while the Project is active and for a reasonable period after completion for dispute, legal, tax, audit, fraud-prevention, and operational purposes.
• Expert profile information: Retained while your Expert account is active and for a reasonable period after closure for legal, dispute, tax, fraud-prevention, and Platform integrity purposes.
• Messages and files: Retained as needed to provide the Platform, manage Projects, investigate disputes, prevent misuse, comply with law, and maintain business records.
• Payment and transaction records: Retained as required for accounting, tax, audit, payment-provider, anti-fraud, chargeback, legal, and compliance purposes.
• Identity verification records: Retained only for as long as reasonably required for verification, payment, fraud-prevention, compliance, legal, and dispute purposes.
• Support and complaint records: Retained for a reasonable period to resolve issues, improve support, comply with law, and protect legal rights.
• Technical logs and security records: Retained for a limited period unless longer retention is required for security, fraud investigation, legal compliance, or dispute handling.
• Marketing preferences: Retained as needed to honour opt-out requests and communication preferences.

When information is no longer required, we will take reasonable steps to delete, destroy, anonymise, or de-identify it, unless we are required or permitted by law to retain it.

Accessing and correcting your personal information

You may request access to personal information we hold about you.

You may also request that we correct personal information if it is inaccurate, out of date, incomplete, irrelevant, or misleading.

To make a request, contact us using the details at the end of this Privacy Policy.

We may need to verify your identity before responding. We will respond within a reasonable time.

In some circumstances, we may refuse access or correction where permitted by law, such as where providing access would affect another person's privacy, reveal confidential commercial information, prejudice an investigation, or be unlawful.

If we refuse your request, we will provide a reason where reasonable and legally permitted.

Deleting your account or information

You may request that we delete your account or certain personal information.

We will consider deletion requests in accordance with applicable law and our legitimate business, legal, security, payment, fraud-prevention, dispute, and record-keeping obligations.

We may retain certain information after account closure where reasonably necessary to:

• complete active Projects;
• process payments or refunds;
• handle chargebacks or payment disputes;
• resolve disputes;
• comply with legal, tax, audit, or accounting obligations;
• prevent fraud or misuse;
• enforce our Terms;
• protect legal rights;
• maintain security and integrity of the Platform.

Deleting your account may prevent you from accessing Projects, messages, files, payment records, or other Platform features.

Anonymity and pseudonymity

Where practicable, you may interact with us anonymously or using a pseudonym, such as when browsing public pages of the website.

However, anonymity or pseudonymity may not be practical for account creation, Project participation, Expert verification, payment processing, dispute handling, legal compliance, fraud prevention, or customer support.

We may require accurate identity information where reasonably necessary to provide the Platform, process payments, verify Users, prevent fraud, or comply with law.

Marketing communications

We may use your contact details to send you marketing communications about EscrowSource, Platform updates, new features, offers, surveys, or related services, where permitted by law.

You can opt out of marketing communications at any time by:

• clicking the unsubscribe link in an email;
• changing your account preferences, where available;
• contacting us.

Opting out of marketing does not stop us from sending important service, legal, security, account, payment, Project, or dispute communications.

Automated tools, analytics, and fraud detection

We may use automated tools, analytics, algorithms, or risk signals to help:

• detect fraud;
• detect prohibited goods or services;
• identify suspicious accounts;
• screen payments;
• manage chargeback risk;
• prioritise support requests;
• improve Platform performance;
• recommend Platform features;
• protect Users and the Platform.

These tools may use account information, technical information, payment information, messaging patterns, Project activity, device information, location signals, and other Platform data.

Where a decision may significantly affect a User, we may provide human review where required by law or where we consider it appropriate.

Children

The Platform is not intended for children under 18 years of age.

You must be at least 18 years old to create an account or use the Platform.

We do not knowingly collect personal information from children under 18. If we become aware that a child has provided personal information, we may delete the information and close the account.

Third-party links and services

The Platform may contain links to third-party websites, services, payment providers, identity verification providers, suppliers, logistics providers, analytics tools, communication tools, or other external services.

We are not responsible for the privacy practices, security, content, or conduct of third parties.

You should review the privacy policies and terms of any third-party services you use.

Data breaches

We take data security seriously.

If we become aware of a data breach involving personal information, we will assess the incident and take reasonable steps to contain, investigate, and remediate it.

Where required by law, we will notify affected individuals and the relevant regulator, including the Office of the Australian Information Commissioner, about an eligible data breach.

We may also notify Users where we consider it appropriate to help them protect themselves, even if notification is not legally required.

Complaints

If you believe we have mishandled your personal information or breached this Privacy Policy, you may contact us using the details at the end of this Privacy Policy.

Please include:

• your name and contact details;
• a description of your complaint;
• any relevant account, Project, transaction, or support details;
• what outcome you are seeking.

We will acknowledge your complaint within a reasonable time and aim to respond within 30 days, unless the matter is complex or we require further information.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner or another relevant privacy regulator.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time.

If we make material changes, we will take reasonable steps to notify Users, such as by posting the updated Privacy Policy on the Platform, sending an email, or displaying an in-platform notice.

The updated Privacy Policy takes effect from the date stated at the top of the policy or the date stated in the notice.

If you continue using the Platform after the updated Privacy Policy takes effect, you acknowledge the updated Privacy Policy.

Contact us

For privacy questions, access requests, correction requests, deletion requests, or complaints, contact us at:

contact@escrowsource.net