Privacy and data protection

Privacy Policy

How Your IT & Tech Mates collects, uses, stores, protects, corrects, removes and retains personal information.

Effective date: 14 May 2026

AI and automated information disclaimer: Quick Help responses, AI-assisted suggestions, automated intake classifications, initial estimates, technician-preparation notes, admin reply assistance and automated summaries are general guidance only. They may be incomplete, inaccurate, outdated or unsuitable for your device, account, data, network, repair, scam, cyber-safety, website, email, hosting or software situation. They are not a final diagnosis, official quote, professional certification, safety assurance, legal/tax/financial advice, cyber-forensics report, guaranteed repair instruction or a substitute for technician/admin review. A Your IT & Tech Mates technician/admin must review and confirm the issue, scope, price, quote, invoice, warranty position and next steps before anything is treated as final.

Do not submit sensitive secrets: Do not send device PINs, passwords, MFA codes, banking codes, recovery phrases, private keys, seed phrases, TFNs or unnecessary sensitive information through public forms, Quick Help, referral pages, privacy pages, quote pages or invoice pages.

1. Information we collect

We may collect names, email addresses, phone numbers, suburb/address details, device type, issue descriptions, quote/invoice details, referral details, payout records, payment references, warranty information, uploaded image references, IP address, browser/device metadata, OTP/email verification records, admin notes and records needed to provide services and protect the business.

2. Service-specific information

Area	Information may include
Quick Help and repairs	Device type, issue, images/links, contact details, job notes, estimates, quotes and technician summaries.
Onsite/remote support	Address/suburb, access instructions, appointment details, remote-support permissions and support notes.
Web/software/business IT	Business contact details, domain/hosting/email information, project requirements, test notes, integrations and support records.
Scam/cyber safety	General incident details needed to guide safe next steps. Do not submit passwords, MFA codes, banking codes or seed phrases.
Referrals	Referrer details, referred customer details, permission confirmation, referral codes, reward status, payout method/details and anti-misuse review signals.
Privacy and security	Privacy requests, OTP verification records, access/correction/removal requests, audit logs and data-retention actions.

3. How we use information

To respond to enquiries, triage Quick Help requests, prepare quotes/invoices and provide support.
To arrange onsite/remote services, repairs, pickup/drop-off, warranty handling and customer updates.
To support website/software/business IT projects and related communications.
To manage referrals, manual rewards, withdrawal requests, fraud/misuse review and payout records.
To protect customers, vulnerable persons, staff, systems, payment integrity and privacy.
To comply with accounting, tax, dispute, warranty, security and legal obligations.

4. AI and automated processing

We may use AI/automation to classify intake, format responses, prepare technician/admin summaries, estimate likely categories and support internal workflows. AI outputs are guide-only and must be reviewed before final customer decisions.

5. Disclosure and third parties

We may disclose limited information to service providers where needed, such as payment processors, email/SMS providers, hosting/domain/software platforms, repair suppliers, image hosting, AI/automation services, accountants, legal advisers, debt/dispute advisers, regulators or authorities where required or appropriate. Third-party platforms have their own terms and privacy practices.

6. Security

We use practical safeguards such as private tokens, admin access controls, rate limits, audit logs, OTP/email verification, encryption for selected sensitive payout data, and data-retention tools. No online system is perfectly secure. Do not send unnecessary sensitive secrets.

7. Access, correction, removal and retention

Customers may request access, correction, deletion or anonymisation through /privacy-request/. Email OTP verification may be required. Some invoice, payment, warranty, accounting, fraud-prevention and audit records may need to be retained.

8. TFNs and referral tax records

We do not collect Tax File Numbers through the referral system. Referrers are responsible for their own tax obligations. We may keep payout records, payment references and related records for accounting, compliance, fraud prevention and dispute handling.

9. Data retention and old logs

We may anonymise or delete old operational logs and unnecessary personal details while keeping records needed for accounting, payments, warranty, dispute handling, fraud prevention and system security. Customer-uploaded ImgBB images are not deleted by code and require manual review.

10. Contact

Privacy requests and questions can be sent to [email protected] or made through /privacy-request/.