Privacy Policy

1. Who we are

KwikGlaze ("we", "us", "our") is a glass, fencing and aluminium installation business based in Greenacre and serving Greater Sydney. We handle personal information in line with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy covers our website (www.kwikglaze.com.au and kwikglass.au), our SMS, phone, email and Facebook Messenger channels, and the AI assistant that helps us manage customer communication.

2. What we collect

Depending on how you deal with us, we may collect:

• Your name, phone number, email address, postcode and job address
• Messages you send us by SMS, email, web form or Facebook Messenger, including photos you attach
• Photos you upload to our AI visualiser and the images it generates for you
• Details you enter into our online tools, such as pool fence layouts, product choices and estimates
• Job details: measurements, product specifications, site photos and installation notes
• Phone call recordings and transcripts (calls to our business number are recorded, and a spoken notice tells you so at the start of the call)
• Payment details, processed by Stripe. We do not store full card numbers
• Your Facebook Page-Scoped User ID and first and last name when you message our Facebook Page
• If you found us through Hipages or a similar platform, the enquiry details that platform passes to us
• Technical data: device and browser type, IP address (hashed before storage), pages viewed and how you reached the site, including ad campaign identifiers

You can deal with us without giving us some of this information, but we may not be able to quote or install without a contact number and a job address.

3. How we use it

• Respond to your enquiry and prepare quotes
• Schedule measures and installations and send appointment reminders
• Process payments, issue invoices and manage warranty claims
• Send you follow-ups about a quote you asked for, and occasional offers (you can opt out at any time, see section 8)
• Measure how our website and advertising perform, and show our ads to people who have visited the site
• Improve the quality of our AI assistant and our service, including reviewing conversations and call recordings for training and quality
• Meet legal, tax and safety-compliance obligations (for example pool barrier certification records)

4. Cookies, pixels and analytics

Our website uses cookies and similar technologies. We tell you about them in a notice on your first visit. They are used for:

• Google Analytics 4 to understand which pages are used and how visitors move through the site.
• Meta Pixel and Meta Conversions API to measure our Facebook and Instagram advertising. When you submit a form we also send Meta a hashed (one-way encoded) version of your phone number or email so it can match the enquiry to the ad that produced it. Meta cannot read the original value from the hash.
• Google Ads conversion tracking and remarketing to measure our Google advertising and to show our ads to previous visitors. Form submissions may include hashed contact details for Google's enhanced conversions.
• Attribution storage: we keep the campaign identifiers from the link you arrived on (such as utm, gclid and fbclid values) in your browser's local storage so an enquiry can be linked to the ad that produced it.

How to opt out. You can block or delete cookies in your browser settings. To opt out of Google Analytics, install the Google Analytics opt-out add-on. You can manage ad personalisation in your Google Ads Settings and your Facebook ad preferences. Blocking these tools does not affect quoting or installation.

5. AI-assisted communication and tools

Our AI assistant may draft or send replies to your messages, prepare rough quotes and suggest appointment times. Every AI conversation is visible to our team, and a person can take over at any time. If you would rather deal with a person, just say so and we will connect you.

The assistant and our online tools are built on third-party AI services: Anthropic (Claude) for conversation handling, Google (Gemini) for the AI visualiser that renders your uploaded photo, and OpenAI for searching our own knowledge base. Your messages and photos are sent to those services to be processed. Under the terms we use them on, they do not use your data to train their public models. Visualiser images are illustrative only and are not a quote or a measurement.

6. Who we share it with

We do not sell personal information. We share it only with providers who help us run the business, and only for that purpose:

• Twilio (SMS, phone calls and call recording), Google Workspace (email) and Meta (Messenger)
• Stripe (payments) and Xero (invoicing and accounting)
• Anthropic, Google and OpenAI (AI processing, as described in section 5)
• Google and Meta (analytics and advertising, as described in section 4)
• Vercel and Supabase (website hosting, database and file storage)
• Our installers and measurers, who see the job details they need for your job
• Glass and hardware suppliers, who receive product specifications and delivery details (not your contact details unless a direct delivery requires them)
• Regulators, certifiers or courts where the law requires it

7. Overseas disclosure

Our database and file storage are hosted in Australia (Sydney). Some of the providers above process data outside Australia, mainly in the United States: Meta, Google, Anthropic, OpenAI, Twilio and Stripe. Where that happens we rely on the provider's contractual privacy and security commitments. By using our services you consent to that overseas processing.

8. Marketing messages and opting out

When you ask for a quote we may follow up by SMS or email about that quote and, occasionally, about related offers. Every marketing SMS or email includes a way to stop. Reply STOP to any SMS, use the unsubscribe link in an email, or contact us using the details in section 12. We honour opt-outs in line with the Spam Act 2003 (Cth). Transactional messages (appointment confirmations, invoices, warranty matters) may still be sent.

9. Photos of completed work

We may photograph installations we complete for our portfolio, website and social media. We do not publish images that show your street address, house number, people or identifying personal belongings without asking you first. If you would prefer your job not be photographed or shown, tell our installer or contact us and we will remove it.

10. Storage, security and retention

Data is stored in Australian data centres with access controls, row-level security and encryption in transit (HTTPS/TLS). Access inside the business is limited to staff who need it for their role. No system is completely secure; if a data breach is likely to cause you serious harm we will notify you and the Office of the Australian Information Commissioner (OAIC) as the Notifiable Data Breaches scheme requires.

We keep job records, quotes, invoices and compliance certificates for at least seven years to meet tax, warranty and building-compliance obligations. Enquiry records that never became a job, visualiser uploads and call recordings are kept only as long as they are useful for the purposes in section 3, then deleted or de-identified. You can ask us to delete your data sooner (section 11); we may need to keep what the law requires.

11. Access, correction and complaints

You can ask us to:

• Tell you what personal information we hold about you and give you a copy
• Correct information that is inaccurate or out of date
• Delete your information, subject to what we must keep by law
• Stop AI-assisted replies on your conversation and deal with a person only

We respond within 30 days. If you think we have mishandled your information, contact us first (section 12) and we will investigate and reply in writing. If you are not satisfied you can complain to the Office of the Australian Information Commissioner at www.oaic.gov.au or on 1300 363 992.

12. Contact us

• Business: Kwik Glass Greenacre Pty Ltd (trading as KwikGlaze)
• Email: greenacre@kwikglaze.com.au
• Phone: 0483 963 336
• Location: Greenacre, NSW 2190, Australia

13. Changes to this policy

We update this policy when our practices or the tools we use change. The date at the top shows the current version. Material changes will be noted on this page.