Tilly

Privacy

Last updated 4 October 2026

Take Away Tilly (“we”), built and run by Level Up IT in Winslow, Victoria, runs Tilly, an AI assistant that answers phone calls and takes food orders for takeaway shops (“shops”). This page explains what personal information passes through Tilly, why, and what you can do about it. We handle personal information in line with the Australian Privacy Principles.

If you rang a shop and spoke to Tilly

When you call a shop that uses Tilly, we collect:

  • your phone number, as your phone network sends it;
  • the name you give, and any callback number you say;
  • what you order, and anything you ask the shop to note, including an allergy you tell us about;
  • the conversation itself: the call is processed by our voice provider, and we keep a written transcript.

We use this to take your order and pass it to the shop, so they can make it and call out your name. We use your number to recognise you next time, so you can ask for “the usual”. We don't use it to market to you, and we never sell it.

The shop sees your order, name and number. Call transcripts are kept for 90 days, then deleted. Orders are kept as the shop's business records.

Tilly will tell you she's an AI if you ask, and will offer to put you through to a person where the shop has set that up.

If you run a shop that uses Tilly

We collect your name, email, phone number, business details and payment details, and records of your orders, calls and settings, to provide the service and bill for it. Card and bank details are held by Stripe, our payment provider; we never see them.

If you ask us for help, we may open your owner page from our side to look at or fix your setup. Every such visit is recorded and shown to you under Security on your owner page. We cannot see your card details or change your password.

Who else handles it

We use a small number of providers to run Tilly. Some store or process information outside Australia:

  • ElevenLabs: the voice and speech technology that answers calls (United States and elsewhere);
  • Twilio: phone numbers and call routing (United States);
  • Anthropic: AI used to read menus shops upload (United States); caller information is not sent to it for this;
  • Stripe: billing for shops (Australia and United States);
  • Resend: email notifications to shops (United States);
  • Cloudflare: secure network connection to our servers (global).

Our own database is hosted in Australia.

Cookies

This website sets no advertising or tracking cookies. Signing in to your shop's owner page sets a cookie that keeps you signed in; that's all it's used for.

Keeping it safe

Information is encrypted in transit, access to it is limited to the people who run Tilly, and admin access requires two-step verification. Each shop can only ever see its own orders and customers.

Access, correction and complaints

You can ask us what we hold about you, ask us to correct it, or ask us to delete it, at [email protected]. If you rang a particular shop, tell us which one and the number you called from. If you're not happy with how we handle a privacy question, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au.

Changes

If we change how we handle personal information, we'll update this page and the date at the top. Shops using Tilly will be told about any significant change by email.