Privacy Policy

This Privacy Policy explains how QuoteBack collects, uses, discloses and protects personal information. It applies to the QuoteBack service, the QuoteBack app and the website at quoteback.co.

1. About us #

1.1 QuoteBack is operated by Kyan Harper Kemp-Laundy, trading as QuoteBack (ABN 32 191 945 064), South Australia ("QuoteBack", "we", "us", "our").

1.2 QuoteBack provides software that replies by text message to calls a trade or service business misses, asks about the job, sends an estimate worked out from that business's own price list, and arranges bookings.

1.3 In this policy:

• "Business" means a business that uses QuoteBack;
• "Business User" means an owner or team member who uses the QuoteBack app for a Business;
• "Customer" means a person who calls or texts a Business that uses QuoteBack;
• "Emergency Contact" means a person a Business nominates to receive urgent alerts.

1.4 We handle personal information in accordance with the Australian Privacy Principles in the Privacy Act 1988 (Cth).

2. If a Business texted you through QuoteBack #

2.1 When you call a Business and the call is not answered, QuoteBack may text you on that Business's behalf. Every message names the Business. The messages are sent by QuoteBack's automated system, written from the Business's settings; if you ask whether you are texting a person, the reply tells you it is automated. A booking confirmation also names QuoteBack.

2.2 The Business is responsible for your enquiry, its prices and its work. QuoteBack acts as the Business's service provider. You may contact either the Business or us about your information.

2.3 You do not have to reply. You can ask for a person at any time, and you can reply STOP to stop automated texts from that Business's QuoteBack number.

3. Personal information we collect #

3.1 Customers

• mobile number;
• the content of messages you send and receive;
• details you provide about the job, such as your name, the address or suburb, the work needed, the quantity and how urgent it is;
• links to photos you send by MMS (the photos remain with our telecommunications provider; we do not download them);
• the estimate sent to you, whether you accepted it, and any booking;
• details of your call to the Business, such as its time and the numbers involved; and
• any request you make to stop receiving texts.

We do not record or listen to phone calls.

3.2 Business Users

• the Business's name, trade, state, service area, phone number, hours, price list and settings;
• each Business User's name, mobile number and role, and email address if provided;
• sign-in records: a password and one-time sign-in codes (both stored only in scrambled form), the time and internet address of each sign-in attempt, and the app or browser used;
• a record of acceptance of our Terms of Service, including the version, time, internet address and app or browser used;
• for app notifications, a notification token and the phone's platform and model;
• price-list photos and files uploaded to the app;
• actions taken in the app, such as approving an estimate, and a record of when an urgent alert was opened.

3.3 Emergency Contacts

• name and mobile number, as provided by the Business, and records of alerts sent to them.

3.4 Website visitors and businesses we contact

• details sent through our enquiry form, by email, phone, text or WhatsApp, or when booking a call;
• information collected by cookies and similar technology (section 9); and
• if we contact a business about QuoteBack, its contact details from its public website or business listings, and any request not to be contacted again.

3.5 Sensitive information. We do not ask for sensitive information, such as health information. If you include it in a message, it is handled only as part of that message.

4. How we collect personal information #

We collect personal information directly from you; from the Business you contacted; from our telecommunications provider (call and message details); from job management software a Business connects; from our website through cookies; and from public business listings.

5. Why we collect and use personal information #

5.1 Customers: to respond to your enquiry on the Business's behalf, prepare an estimate, arrange a booking, send reminders and follow-ups the Business has enabled, make sure urgent matters reach a person, and keep a record of the conversation for the Business.

5.2 Business Users and Emergency Contacts: to provide and support the service, verify sign-ins, send alerts, read price lists, keep the service secure, and tell Businesses about changes.

5.3 Website visitors and businesses we contact: to reply to enquiries, demonstrate QuoteBack, understand how our website and advertising perform, and tell businesses about QuoteBack.

5.4 Everyone: to prevent misuse, comply with the law, and handle complaints and claims.

5.5 We do not sell personal information. We do not use a Customer's information to market to that Customer. We do not use Customers' conversations to train artificial intelligence models.

5.6 If you do not provide information we request, we may not be able to give you an estimate, arrange a booking or provide the service.

6. Automated decisions and artificial intelligence #

6.1 QuoteBack uses an artificial intelligence model provided by Anthropic (section 7) together with fixed rules in our own software. Each Business's price list and settings determine the outcome.

6.2 The artificial intelligence model holds the conversation: it reads each message to understand the job, quantity, location and timing, decides what to ask or do next, decides when to pass an enquiry to a person, and writes the replies. It also reads uploaded price lists. It cannot make up a price, a time or a booking: it can only use our software to look them up or make them.

6.3 Fixed rules in our software:

• calculate every estimate from the Business's own price list;
• decide whether an estimate needs the Business's approval before it is sent, using the Business's limit and settings;
• check whether a job address is inside the area the Business serves;
• make and change bookings, and work out booking times;
• check every reply before it is sent, so that every figure in it is one our software produced; and
• act on STOP and on messages that mention a danger, such as gas or sparks, before the model does.

6.3A For work that is not on a Business's price list, a reply may give a rough price range taken from QuoteBack's general guide for that trade. It is always described as a rough guide that the Business will confirm, and it is not an estimate.

6.4 Using a Customer's mobile number, messages and job details, QuoteBack may, without a person being involved:

• send an estimate for a job under the Business's limit, unless the Business approves every estimate first;
• pass an enquiry to a person instead of estimating it;
• treat a reply as acceptance of an estimate and make the requested booking;
• offer or withhold booking times using the job address, the Business's calendar and travel times, where the Business has scheduling enabled; and
• stop all automated texts when a Customer replies STOP.

6.5 Price lists uploaded as photos or PDFs are read by the artificial intelligence model. Spreadsheets and text files are read by our own software and are sent to the model only if our software cannot find the prices. Uploaded files are not stored on our servers.

6.6 Estimates are estimates. The Business confirms the final price and may change or cancel an estimate or booking. If you think a decision is wrong, contact the Business or us. Automated replies can misunderstand: in an emergency, call 000.

7. Who we disclose personal information to #

7.1 We disclose personal information only to the Business you dealt with and its connected job management software; to our service providers, under contracts that limit their use of it; and where required or authorised by law, or to lessen a serious threat to someone's life, health or safety.

7.2 Our service providers are:

7.3 Anthropic does not train its models on information we send and deletes it within 30 days, unless it is flagged for a breach of Anthropic's usage policies. Telnyx retains message content for a short period to deliver messages and may use it, and information about our use of its network, to operate and improve its services under its data processing terms.

8. Overseas disclosure #

Some of our service providers hold or process personal information outside Australia, mainly in the United States, and our website form provider is located in India. Before engaging an overseas provider we review its privacy and security commitments and contract terms. We remain accountable for how our overseas providers handle personal information.

9. Website, cookies and analytics #

9.1 Our website uses Google Analytics and the Meta Pixel, which use cookies and similar technology to record pages viewed, links clicked, whether our fit check was completed (not the answers), whether our enquiry form was sent, and the device, browser and approximate location used. This does not tell us who you are, but Meta may associate it with your Facebook or Instagram account.

9.2 Google and Meta use this information under their own policies, including, for Meta, to measure and target advertising. You can opt out of Google Analytics at tools.google.com/dlpage/gaoptout, manage Meta advertising in your Facebook or Instagram settings, and opt out of interest-based advertising at youronlinechoices.com.au. You can block cookies in your browser and the website will still work. Information on how Google uses data: google.com/policies/privacy/partners.

10. Text messages, calls and opting out #

10.1 QuoteBack texts Customers only after they have called or texted a Business, and only about that enquiry, including reminders and follow-ups the Business has enabled. Each message identifies the Business. Reply STOP to any message to stop automated texts from that number.

10.2 Business Users and Emergency Contacts receive sign-in codes, alerts and urgent alert calls about the Business's own jobs. These are service messages.

10.3 If we contact a business about QuoteBack, each message identifies us and explains how to opt out, and we act on an opt-out the same day.

11. How we protect personal information #

11.1 We take reasonable technical and organisational steps to protect personal information, including:

• separating each Business's information, enforced by the database itself;
• verifying the digital signature of every message from our telecommunications provider;
• passwords and single-use sign-in codes stored only in scrambled (hashed) form, with limited attempts, and codes that expire after 10 minutes;
• logins a Business gives us for its job management software or calendar, encrypted with a key held in Amazon Web Services' key management service in Sydney, which never receives personal information;
• daily encrypted backups;
• encryption in transit between the app, our website and our servers, and a private network between our application and its database;
• system logs that hide message content and mask phone numbers; and
• a documented data breach response plan.

11.2 The QuoteBack app stores sign-in details in the phone's secure storage, and keeps a copy of recent conversations in the app's cache so it can work with a weak signal. That copy relies on the phone's own encryption, is not backed up to iCloud, and is deleted on sign-out. Business Users should use a phone passcode and the app's Face ID lock. Alerts shown on a locked phone include a short job summary unless the Business turns job details off.

12. How long we keep personal information #

Removal runs automatically, and all information about a closed Business is deleted 6 years after closure.

13. Access, correction and deletion #

13.1 You may request access to, correction of, or deletion of personal information we hold about you by emailing privacy@quoteback.co, or through the Business you dealt with. There is no charge.

13.2 Business Users can close their account and delete their data in the app (Business, Legal, "Close account and delete data"). Closing removes Customers' details immediately and cannot be undone, so the app offers to request a copy first.

13.3 We may need to verify your identity, for example by texting a code to the mobile number concerned. We respond within 30 days. If we refuse a request, we will explain why in writing and how to complain. If we do not correct information, you may ask us to attach a statement that you believe it is inaccurate.

14. Data breaches #

If a data breach is likely to result in serious harm, we will assess it within 30 days, notify the affected Business without delay, and notify affected individuals and the Office of the Australian Information Commissioner as required by the Notifiable Data Breaches scheme.

15. Complaints #

If you have a concern about how we handled your personal information, contact us at privacy@quoteback.co. We will acknowledge your complaint within 7 days and respond in writing within 30 days. If you are not satisfied, you may be able to complain to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

16. Contact us #

Privacy Officer, QuoteBack
Email: privacy@quoteback.co

17. Changes to this policy #

We may update this policy from time to time. The current version is always available at quoteback.co/privacy, with the date it was last updated. We will notify Businesses before any significant change takes effect.