Privacy policy

This policy applies to personal information handled through FixFrame by [Legal entity name and ABN to be confirmed]. It covers customers, tradies, account holders, people shown or heard in recordings, and people who contact us.

FixFrame is designed for adults in Australia. A customer can start a job request without an account, but the request still involves the collection described in this policy.

Depending on how you use FixFrame, we collect:

• Identity and contact details: name, email address, mobile number and job address.
• Location details: job postcode, address, base postcode and service-area postcodes.
• Recordings: video, audio and technical details such as file type, size, duration and a file hash.
• AI-derived job details: transcript, job title, scope, likely trade, materials, urgency, site notes, safety result, time estimate and your edits.
• Job and marketplace details: preferred date and time, job status, bids, proposed prices, timing, messages and job events.
• Account and tradie profile details: account name, email, profile image, authentication method, ABN, ABN status, business name, trades, phone number and profile settings.
• Billing details: credit balance, purchase and job publication records, and payment-provider transaction references. The payment provider handles card details.
• Device, network and security details: IP address or a keyed hash of it, browser or device information, session details, security events, push-notification subscription and diagnostic data.
• Communications: messages and requests sent to us, verification events, and service email delivery information.

A recording or free-text field may contain sensitive or third-party information that we did not ask for. Avoid including it. If you do, we handle it only as needed to provide, secure or administer the service and meet legal obligations.

We collect information directly from you when you enter details, record or upload content, create a profile, place or respond to a job, make a purchase, ask for support, or change settings.

We also collect technical and security information automatically when your browser or device communicates with FixFrame. We receive ABN status and business-name information from the Australian Business Register, transaction information from our payment provider, and authentication information from a sign-in provider you choose.

We use personal information to:

• create, analyse, review, publish and manage job requests;
• show relevant job details to registered users and support bids;
• verify mobile numbers and active ABNs;
• provide accounts, sign-in, credits, billing and service messages;
• detect abuse, duplicate uploads and security threats;
• operate, troubleshoot and improve FixFrame; and
• respond to requests, disputes and legal obligations.

If required information is not provided, we may be unable to analyse or publish a job, verify a profile, process a purchase or provide the requested feature.

A job recording is uploaded to private object storage. FixFrame gives Google Gemini temporary access to the recording so it can generate a transcript and structured job details. The code requests deletion of the temporary Gemini file after processing, but provider security, abuse-monitoring and retention terms may still apply.

Google may process this material outside Australia. Its treatment of submitted content depends on whether the connected Gemini API project uses paid or unpaid services. Do not record sensitive, confidential or unrelated personal information. See the Gemini API terms and Google Privacy Policy.

The resulting summary, transcript and estimates may be visible to registered users who can access the published job. Review the result and recording before publication.

The Live Intake beta saves the browser recording, generated job summary and Gemini transcript for private team review for up to 30 days.

We disclose information where needed to:

• show a published job's recording, postcode, transcript and job details to registered users who can access that job;
• receive and manage bids and related communications;
• use providers that host, analyse, verify, email, authenticate, monitor or process payments for the service;
• protect people, investigate misuse, enforce terms, or respond to a valid legal or regulatory request; or
• complete a business restructure, subject to appropriate safeguards.

Some providers and features are enabled only when configured. We do not sell personal information.

Some service providers process information outside Australia, including in the United States and other countries where they or their subprocessors operate. An Umami host may also be outside Australia. The countries can change with the provider and service configuration. We do not promise that personal information stays in Australia.

Where the Australian Privacy Principles apply, APP 8 may require the operator to take reasonable steps before disclosing personal information to an overseas recipient. The operator must confirm these arrangements before launch. Provider terms and privacy links are listed above.

FixFrame uses necessary cookies for signed-in authentication and security. Blocking them may stop account features from working.

When configured, FixFrame uses Umami to measure page views and named product events. It records page paths without query strings, device and browser details, referrers and named event data. The current integration does not identify logged-in users, sets no analytics cookie, and respects your browser's Do Not Track setting. We do not send names, contact details, job descriptions, recordings or other form values to Umami. See the Umami documentation.

FixFrame does not currently use advertising cookies or cross-site advertising trackers. The notice shown in the app is informational, not consent to optional advertising tracking.

Recordings are stored in private S3-compatible object storage and are accessed through short-lived signed URLs. Hashed intake tokens, keyed IP hashes, rate limits, bot checks, mobile verification and secure authentication cookies protect parts of the service.

We take security measures proportionate to the information and the service. No internet transmission or storage system is completely secure. Keep verification codes and account credentials private and tell us if you suspect unauthorised access.

The current implementation applies these rules:

• An unpublished guest intake expires after one hour. Its abandoned recording is scheduled for deletion after expiry, while the intake record may remain.
• A published job is open for bids for 72 hours. Its recording is scheduled for deletion 30 days after the job expires or is cancelled.
• Job event logs are scheduled for deletion after 12 months.
• Account deletion removes stored profile, authentication, session, subscription and credit-balance data, deletes the account holder's job videos on a best-effort basis, and anonymises the core user row.
• Job, bid and credit-transaction records may be retained for audit, counterparty, tax, fraud-prevention or legal purposes.

The code does not yet apply a fixed automatic deletion period to published job records, transcripts, bid records or all public-intake contact fields. This needs a final retention decision and Australian legal review before launch. You can request deletion as described below, subject to records we need to retain.

You may ask to access or correct personal information we hold about you. You may also ask us to delete information where it is no longer needed or where the law otherwise requires deletion. We may need to verify your identity and may refuse or limit a request where the law permits, including to protect another person's privacy. If we refuse, we will explain why where required.

Registered users can update some profile details and request account deletion from the profile page. For a guest request, recording, job, bid or other privacy request, contact [Legal and privacy contact email to be confirmed].

FixFrame currently sends transactional service messages, not a direct marketing program. If we introduce direct marketing, each message will provide the required way to unsubscribe or opt out. You can also contact us to ask not to receive direct marketing. Service and security messages may still be sent where needed to operate an account or requested feature.

FixFrame is not directed to people under 18. Do not submit a job or create an account if you are under 18. Do not deliberately record a child unless it is necessary for the repair request, you have the right to do so, and the child's privacy is protected. Contact us if you believe a child has provided information without appropriate authority.

Send a privacy complaint to [Legal and privacy contact email to be confirmed]. Include enough information for us to understand the issue, but do not email identity documents or other sensitive material unless we ask for it through a suitable channel. We will investigate and respond within the period required by applicable law.

If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner.

We may update this policy when the service, providers, law or data practices change. The current web version will show its effective date. We will take reasonable steps to notify users of material changes where required.

Operator: [Legal entity name and ABN to be confirmed]
Privacy contact: [Legal and privacy contact email to be confirmed]