Privacy Policy

Unotel Security ("Unotel Security", "we", "us", or "our"), based in Sydney, NSW, Australia, is committed to protecting your privacy. This policy explains what personal information we collect, how we use it, and the choices you have. It is intended to be consistent with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth).

Who we are

Unotel Security is a trading name of the following business, which is responsible for the personal information described in this policy:

• UNOTEL Pty Ltd - ABN 73 642 277 076, ACN 642 277 076

Security services are provided by UNOTEL Pty Ltd under NSW Master Security Licence ML: 000111638.

Information we collect

• Quote request form: name, email address, phone number, property type, and the details you provide about what you need.
• Chat assistant: the messages you type into the website's chat widget. These messages are sent to Anthropic, our AI service provider, to generate a response - see "Third parties" below.
• Customer records: if you engage us for work, your name, contact details, site address and job details, which we keep to deliver, invoice and support the work.
• Technical information: standard web server logs (such as IP address and request timestamps), collected automatically to keep the site secure and prevent abuse.

We use Google Ads conversion tracking to measure whether our ads lead to quote requests or phone calls. Google may set cookies to do this. It records that a conversion happened, not the contents of your quote. You can manage ad personalisation at myadcenter.google.com. If you arrive by clicking one of our ads, your browser stores the ad click ID and campaign tags for up to 90 days and sends them with any quote request you make, so we can tell Google Ads which ads led to real customers. It also remembers, for up to 90 days, how your first visit reached us (for example a Google search, an AI assistant, social media or a direct visit) and the first page you saw, and sends that with any quote request, so we can tell which channels bring customers. We also use Google Analytics to understand how visitors use the site; it sets its own cookies and doesn't receive the contents of your quote.

How we use your information

• To respond to quote requests and enquiries you submit.
• To provide automated answers to questions asked through the chat widget.
• To deliver, invoice, warranty and support work you engage us for.
• To ask customers for feedback or an online review after a job is completed (see below).
• To maintain the security and proper functioning of this website.

We do not sell your personal information, and we do not use it for marketing purposes without your consent.

Feedback and review requests

After we complete a job, we may send you a one-off email or SMS asking about your experience and inviting you to leave a review on a platform such as Google or Facebook. We use only the contact details you gave us for the job, and we do not offer incentives in exchange for reviews. Leaving a review is entirely optional. If you post a review, it is published under the terms of that platform and is visible to the public. You can ask us not to send review requests at any time by replying to the message or contacting us using the details below.

Third parties

We use a small number of service providers who process personal information on our behalf and are not permitted to use it for their own purposes:

• Anthropic - processes messages sent to our chat assistant in order to generate a reply.
• Resend - delivers quote form submissions to our internal mailbox by email.
• Google (Google Cloud and Google Sheets) - stores each quote request in our private customer register so we can follow it up.
• Vercel - hosts this website and its server logs.

We do not otherwise share your personal information with third parties, except where required or authorised by law.

Overseas disclosure

The service providers listed above are based in, or store data in, the United States, so personal information you submit through this website may be processed or stored outside Australia. We take reasonable steps to ensure these providers handle your information in a way that is consistent with the Australian Privacy Principles.

Data retention

We keep quote requests and enquiries for up to 2 years so we can follow up and refer back to them, and customer job records for as long as needed to meet our warranty, tax and legal obligations (generally 7 years). After that, we securely delete or de-identify the information. We do not store chat conversations on our own systems once a reply has been generated.

Data security

We take reasonable technical and organisational steps to protect the personal information we hold from misuse, loss, and unauthorised access. Submissions are sent over encrypted connections (HTTPS). If a data breach is likely to result in serious harm, we will notify you and the OAIC as required by the Notifiable Data Breaches scheme.

Access, correction, and complaints

You may request access to, or correction of, the personal information we hold about you by contacting us using the details below. We aim to respond within 30 days. If you have a concern about how we've handled your personal information that we haven't been able to resolve, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

Contact us

For any questions about this policy or your personal information, contact us at:

admin@unotel.com.au
02 4613 5840
Sydney, NSW, Australia

Changes to this policy

We may update this policy from time to time. Changes will be posted on this page with an updated revision date.