Privacy Policy

1. Who we are

Tuart Labs is a trading name of Saif Rashid, a sole trader based in Perth, Western Australia (ABN 53 503 600 396). We build AI phone agents, chatbots and websites for small businesses in Australia. In this policy, "we", "us" and "our" mean Tuart Labs.

We handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth). This policy explains what we collect, why, who we share it with and what you can ask us to do.

2. Whose information this covers

• Website visitors and enquirers: people who visit tuartlabs.com.au, ask for a call back or send us a message.
• Clients: businesses that use our services, and the people we deal with at those businesses.
• Our clients' callers and customers: people who ring, message or chat with a client business when our phone agent (Tara) or a chatbot answers for that business.

3. What we collect

From website visitors and enquirers

• What you type into our forms or website chat: for example your name, mobile number, email, business name, industry, suburb, the plan or products you're interested in, any estimate you built and any message.
• Anything you tell us by phone or email.
• Basic technical information that every website receives, such as your IP address, browser type and the pages requested. Our hosting provider keeps this in server logs for security and to keep the site running.

Our website does not use advertising or tracking cookies, and we don't build profiles of visitors. If we add visitor analytics in future, we will use a privacy-friendly tool that does not use cookies, and we will update this policy first.

From clients

• Contact details for the people we deal with.
• Business details we need to set up the service: services, prices, hours, service areas, booking rules, phone numbers and similar.
• Billing details: invoices and payment records. Card payments are handled by our payment provider; we do not see or store full card numbers.

From our clients' callers and customers

• Call audio recordings, transcripts and summaries of calls answered by Tara.
• Chat transcripts from chatbots we run.
• What the caller or customer shares: for example their name, phone number, address or suburb, the job they need and preferred times.
• The caller's phone number and the time and length of the call.

4. Information we handle for our clients

When Tara or a chatbot answers for a client business, we collect that information on behalf of the client, to pass to them. The client business decides what it does with its own customers' information, and its own privacy policy applies to that. If you rang or messaged a business and want to know what it holds about you, please contact that business. We'll help them respond.

We only use client callers' information to provide the service to that client. We don't use it to market to callers, and we don't share one client's callers with another client.

5. Call recording and AI

• At the start of every call it answers, Tara tells the caller they are speaking with an AI assistant and that the call is recorded. A caller who doesn't want to continue can hang up.
• Calls and chats are processed by AI systems to understand the caller, reply and write a summary for the client. People at Tuart Labs may listen to recordings or read transcripts to set up, test, fix or improve a client's service.
• Tara is not an emergency service. In an emergency, callers should hang up and ring 000.
• We don't use callers' or customers' information to train our own AI models. Where our AI providers offer a setting to stop them using customer data to train their models, we use it.

6. How we use personal information

• To respond to your enquiry, ring you back and give you a quote.
• To set up, run, support and improve the services we provide to clients.
• To send call summaries, transcripts, leads and reports to the client business they belong to.
• To bill clients and keep business and tax records.
• To keep our systems secure and to prevent misuse.
• To meet our legal obligations.

We do not sell personal information. We don't send marketing emails unless you've asked for them, and every marketing email has an unsubscribe link, as the Spam Act 2003 requires.

7. Who we share it with

We share personal information only as needed to run our business and services:

• The client business a call or chat was for.
• Service providers that process information for us. These currently include website hosting and form handling (Netlify), email (Google Workspace), voice AI, speech and call-handling platforms and the AI model providers they use, phone-number providers, customer records (HubSpot) and payments (Stripe).
• Professional advisers, such as our accountant or lawyer, when needed.
• Government bodies or law enforcement, where the law requires or allows it.

8. Overseas storage and processing

Several of our providers store or process information outside Australia, mainly in the United States, and may use data centres in other countries. Before we use a provider, we take reasonable steps to make sure it protects personal information in a way that is consistent with the Australian Privacy Principles.

9. Keeping it secure

We use reputable providers, encrypted connections (HTTPS), strong passwords and two-factor sign-in on our accounts, and we limit who can see client and caller information to the people who need it. No system is perfectly secure, but we take reasonable steps to protect personal information from misuse, loss and unauthorised access.

If a data breach is likely to cause someone serious harm, we will tell the people affected and the Office of the Australian Information Commissioner (OAIC) where the law requires it, and work with any affected client.

10. How long we keep it

• Enquiries that don't become clients: deleted within 12 months.
• Call recordings, transcripts and chat logs: kept while the client's service runs, so the client can look back at them, and deleted within 90 days after the service ends, or sooner if the client asks.
• Billing and business records: kept for the time tax law requires (generally 5 years).

11. Access and correction

You can ask to see the personal information we hold about you, or ask us to correct or delete it. Email hello@tuartlabs.com.au. We'll reply within 30 days. We may need to confirm who you are first. If the information belongs to one of our clients (see section 4), we'll pass your request to that client and help them respond.

You can deal with us without giving your name where that's practical, for example when asking a general question by email.

12. Complaints

If you're unhappy with how we've handled your information, email hello@tuartlabs.com.au and tell us what happened. We'll reply within 30 days. If you're still not satisfied, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

13. Children

Our website and services are for businesses. We don't knowingly collect information from children through our website.

14. Changes to this policy

We may update this policy as our services or providers change. The current version is always on this page, with the date it was last updated at the top.

15. Contact

Tuart Labs, Perth, Western Australia. Email hello@tuartlabs.com.au.