PRIVACY POLICY
AFIX
OVERVIEW
AFIX is committed to protecting your privacy and handling personal information responsibly.
This Privacy Policy explains how AFIX collects, uses, stores, shares and protects personal information when customers, plumbers or other users interact with the AFIX platform and services.
AFIX operates within Adelaide, South Australia.
Where applicable, AFIX handles personal information in accordance with Australian privacy laws and other relevant legal requirements.
INFORMATION WE COLLECT
Customers
We may collect personal information from customers including:
- Full name
- Phone number
- Email address
- Property or service address
- Booking information
- Plumbing issue descriptions
- Job details
- Photos or videos relating to the job
- Communications with AFIX
- Payment and transaction information
- Customer feedback and reviews
- Information submitted through AFIX forms
- Technical information such as IP address, browser type, device information and website activity where collected automatically
Plumbers
We may collect personal information from plumbers including:
- Full name
- Phone number
- Email address
- ABN
- Plumbing registration and licence details
- Business information
- Bank account or payout information
- Identification documents used for verification
- Job acceptance and completion information
- Before and after job photographs
- Material receipts and job-related documentation
- Communications with AFIX
- Information submitted through AFIX forms
AFIX only seeks to collect information that is reasonably necessary for operating and providing its services.
HOW WE COLLECT INFORMATION
Customers
We generally collect personal information directly from customers when they:
- Submit a booking or service request
- Complete an AFIX form
- Create or interact with an order through our website
- Upload photographs, videos or other information
- Communicate with AFIX by phone, SMS or email
- Contact customer support
- Make a payment
- Submit service feedback or a review
- Otherwise interact with the AFIX website or services
Certain technical information may also be collected automatically when customers use our website.
Plumbers
We generally collect information from plumbers when they:
- Apply to join or register with the AFIX plumber network
- Submit identity, registration, licence or business information
- Complete AFIX forms
- Accept or undertake jobs
- Submit job completion information
- Upload photographs, receipts or other job documentation
- Provide payment or payout information
- Communicate with AFIX by phone, SMS or email
- Otherwise interact with AFIX or its services
HOW WE USE YOUR INFORMATION
AFIX may use personal information to:
- Facilitate plumbing service bookings
- Process and manage customer service requests
- Match customers with suitable plumbers
- Offer jobs to plumbers
- Provide relevant job information to assigned plumbers
- Verify plumbers and their professional credentials
- Communicate regarding bookings, jobs, updates and support
- Process customer payments
- Process plumber payouts
- Maintain transaction and service records
- Investigate customer or plumber concerns
- Resolve disputes
- Prevent fraud or misuse of the AFIX platform
- Improve the AFIX platform and services
- Analyse platform usage and performance
- Request customer feedback
- Send service-related communications
- Send marketing communications where permitted
- Meet legal, regulatory and administrative obligations
AFIX will not use personal information for purposes unrelated to the operation of its services unless permitted by law or consent has been obtained where required.
DATA SHARING
AFIX may share personal information where reasonably necessary to operate its services.
Customer information may be shared with plumbers where required to offer, assign and complete plumbing jobs.
AFIX aims to limit the information provided to plumbers to information reasonably required for the relevant stage of the job.
For example, some customer information may only be provided to a plumber once that plumber has been assigned to the relevant job.
AFIX may also disclose personal information to trusted third-party service providers used to operate the platform, including providers of:
- Website hosting and ecommerce services
- Payment processing
- Form processing
- Telephone and communication services
- Email and SMS services
- Cloud storage
- Customer support systems
- Analytics and website performance services
- Accounting or financial services
- Other technology or business services reasonably required to operate AFIX
Current providers may include:
- Shopify — ecommerce platform, order management and payment processing
- Powerful Form Builder — customer and plumber form collection
- Aircall — telephone and communication services
AFIX may also disclose information to professional advisers, insurers, regulators, government authorities or law enforcement agencies where reasonably necessary or required or authorised by law.
AFIX does not sell or trade personal information.
PAYMENTS
Customer payments are processed through Shopify and payment services made available through the Shopify platform.
AFIX does not intentionally store customers’ complete credit or debit card details within its own systems.
Payment providers may securely process or store payment-related information in accordance with their own privacy and security practices.
AFIX may retain information relating to payments, transactions, refunds and invoices where reasonably necessary for business, accounting, dispute-resolution or legal purposes.
LOCATION DATA
Customer property and service address information may be used to:
- Determine where plumbing services are required
- Match jobs with suitable plumbers
- Provide assigned plumbers with information required to attend the property
- Improve service efficiency
- Assist with scheduling and service delivery
- Improve AFIX platform operations
AFIX does not intend to collect continuous GPS tracking information from customers unless such functionality is introduced and appropriately disclosed in the future.
COOKIES AND WEBSITE DATA
AFIX and its technology providers may use cookies and similar technologies when users interact with the AFIX website.
These technologies may be used to:
- Operate the website
- Remember user preferences
- Maintain website functionality
- Understand how visitors use the website
- Improve platform performance
- Measure website traffic
- Understand the effectiveness of advertising and marketing
- Detect technical or security issues
Certain information may be collected automatically, including:
- IP address
- Device type
- Browser type
- Operating system
- Pages viewed
- Website activity
- Approximate location derived from technical information
- Referral information
Users may be able to control certain cookies through their browser settings or other available privacy controls.
THIRD-PARTY SERVICE PROVIDERS
AFIX relies on third-party technology and service providers to operate its platform.
These providers may process personal information on behalf of AFIX where reasonably necessary to provide their services.
Third-party providers may have their own privacy policies and security practices governing how information is processed within their systems.
AFIX takes reasonable steps when selecting and using service providers and aims to provide third parties only with information reasonably required for the services they provide.
OVERSEAS DATA PROCESSING
Some technology providers used by AFIX may operate servers, infrastructure or support services outside Australia.
As a result, personal information may be processed or stored in countries outside Australia.
The countries involved may vary depending on the infrastructure and service providers being used at the time.
Where applicable, AFIX takes reasonable steps to ensure personal information handled by service providers is appropriately protected.
COMMUNICATION CONSENT
By using AFIX and providing your contact information, you acknowledge that AFIX may contact you by phone, SMS or email in connection with:
- Booking confirmations
- Appointment updates
- Job offers
- Plumber assignment
- Arrival or scheduling information
- Job-related communication
- Payment or invoice information
- Service completion
- Customer support
- Service feedback
- Important administrative or account information
AFIX may also send occasional promotional or marketing communications where permitted.
You may opt out of marketing communications at any time by using an available unsubscribe method or contacting AFIX.
Opting out of marketing communications will not prevent AFIX from sending communications reasonably necessary to manage an active booking, job, payment or service enquiry.
DATA RETENTION
AFIX retains personal information only for as long as reasonably necessary for purposes including:
- Delivering and managing services
- Maintaining transaction and job records
- Processing payments and payouts
- Resolving customer or plumber disputes
- Responding to complaints
- Preventing fraud or misuse
- Meeting accounting requirements
- Meeting legal and regulatory obligations
Different categories of information may be retained for different periods depending on why the information was collected.
Sensitive documents, including identification documents provided by plumbers for verification, will not be intentionally retained indefinitely where they are no longer reasonably required.
When personal information is no longer reasonably required, AFIX will take reasonable steps to securely destroy, delete or de-identify the information, unless AFIX is required or permitted by law to retain it.
Some information may remain temporarily within secure backups or third-party systems before being permanently removed in accordance with normal system processes.
DATA SECURITY
AFIX takes reasonable technical, administrative and organisational steps to protect personal information from:
- Loss
- Misuse
- Interference
- Unauthorised access
- Unauthorised disclosure
- Modification
- Destruction
Access to personal information is intended to be limited to AFIX personnel, plumbers and service providers who reasonably require access for legitimate business or service purposes.
AFIX also uses third-party platforms and service providers that maintain their own security measures.
However, no online system or method of electronic storage can be guaranteed to be completely secure.
CUSTOMER AND PLUMBER UPLOADS
Information uploaded through AFIX, including:
- Job photographs
- Videos
- Identification documents
- Licence information
- Receipts
- Job documentation
- Other submitted files
will be handled in accordance with this Privacy Policy.
AFIX takes reasonable steps to prevent uploaded personal information from being publicly accessible or accessed by unauthorised persons.
Uploaded information will only be retained for as long as reasonably necessary for operational, verification, legal, dispute-resolution or record-keeping purposes.
Where uploaded information is no longer reasonably required, AFIX will take reasonable steps to delete, destroy or de-identify it.
DATA BREACHES
If AFIX becomes aware of a suspected or confirmed data breach, AFIX will take reasonable steps to:
- Investigate the incident
- Identify the information affected
- Contain the breach
- Reduce the risk of further unauthorised access
- Take appropriate remedial action
Where AFIX is subject to notification requirements under Australian law, AFIX will notify affected individuals and relevant authorities where required.
ACCESS AND CORRECTION
You may request access to personal information AFIX holds about you.
You may also request that AFIX correct personal information that you believe is:
- Inaccurate
- Incomplete
- Out of date
- Misleading
Requests can be made by contacting:
AFIX may need to verify your identity before providing access to or changing personal information.
AFIX will aim to respond to requests within a reasonable period.
In some circumstances, AFIX may be required or permitted to refuse access to certain information. Where appropriate, AFIX will provide an explanation.
DELETION REQUESTS
You may contact AFIX to request deletion of personal information held about you.
Where AFIX no longer reasonably requires the information and there is no legal, financial, dispute-resolution or other legitimate reason requiring its retention, AFIX will take reasonable steps to delete or de-identify the information.
Certain information may need to be retained where required by law or reasonably necessary for legitimate business record-keeping.
Deletion requests can be submitted to:
PRIVACY COMPLAINTS
If you believe AFIX has mishandled your personal information or you have concerns regarding your privacy, you may submit a complaint by contacting:
Please provide enough information for AFIX to understand and investigate your concern.
AFIX will review privacy complaints and aim to respond within a reasonable period.
Where applicable, if you remain dissatisfied with AFIX’s response, you may have the right to raise your concern with the Office of the Australian Information Commissioner or another relevant authority.
REVIEWS AND TESTIMONIALS
AFIX may publish genuine customer reviews, testimonials or service feedback for marketing or promotional purposes where appropriate.
AFIX will not intentionally create or publish fabricated customer testimonials or represent statements as genuine customer experiences where they are not.
Where a testimonial contains information that identifies an individual, AFIX may seek appropriate permission before publishing that information.
ARTIFICIAL INTELLIGENCE
AFIX may use technology-assisted or artificial intelligence tools internally to support business operations, administration, content preparation, customer service or service improvement.
AFIX does not currently rely on artificial intelligence to make significant automated decisions about customers or plumbers without appropriate human involvement.
If AFIX introduces artificial intelligence systems that materially process personal information or make automated decisions affecting users, this Privacy Policy may be updated to explain how those systems operate and how personal information is used.
AFIX will not intentionally provide personal information to artificial intelligence services for purposes unrelated to operating or improving AFIX services.
THIRD-PARTY LINKS
The AFIX website may contain links to third-party websites or services.
AFIX is not responsible for the privacy practices, security or content of third-party websites that AFIX does not control.
Users should review the privacy policies of third-party websites before providing personal information to them.
YOUR RIGHTS
Depending on applicable law and the circumstances, you may be able to:
- Request access to your personal information
- Request correction of inaccurate information
- Request deletion of certain information
- Withdraw consent where processing is based on consent
- Opt out of marketing communications
- Make a complaint about how your information has been handled
Requests can be made by contacting:
CHANGES TO THIS PRIVACY POLICY
AFIX may update this Privacy Policy from time to time to reflect:
- Changes to AFIX services
- Changes to technology providers
- Changes to how information is handled
- Changes to legal or regulatory requirements
The most current version of the Privacy Policy will be published on the AFIX website.
Where significant changes are made, AFIX may take additional reasonable steps to notify users where appropriate.
CONTACT AFIX
If you have questions about this Privacy Policy, wish to access or correct your personal information, request deletion of information, or submit a privacy complaint, please contact:
AFIX
Email: admin@afixservices.co