Privacy policy

Meridian AI Solutions Pty Ltd (ABN 87 693 331 887) ("we", "us") is based in Kingsgrove, 2208, Sydney, NSW, Australia. This policy explains how we collect, use, store and share personal information under the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

Information we collect

• Details you give us: your name, business name, email, phone number and anything you tell us when you fill in a form, book a call, chat with us on our website, text or call us, start a trial or buy a plan.
• Payment details: Stripe processes card payments for us. We can see your name, billing address, the last four digits of your card and your payment history. We never see or store your full card number.
• Details from our clients: when a business uses our services, it gives us the names, phone numbers and email addresses of its customers so we can send review requests and other messages on its behalf.
• Details from Google: with a client's permission, we access its Google Business Profile, including reviews, photos and profile details.
• Technical details: your IP address, browser, device and the pages you visit, collected through cookies and similar tools on our website, forms and chat.

You can ask us a general question without giving your name. We need your details to book a call or provide a service.

How we use it

• To reply to enquiries, book calls, and provide and support our services.
• To send review requests, follow-ups and other messages on behalf of our clients.
• To manage our clients' websites and Google Business Profiles.
• To take payments, bill clients and keep business records.
• To improve our website and services.
• To send you marketing emails and texts, and call you, if you've agreed to it, for example by ticking the box on our contact form or chat, or by signing up as a client.

Chat, AI and automation

An AI assistant may answer the chat on our website and texts sent to our number before a person joins the conversation. We also use AI to draft some content for clients, such as replies to Google reviews. To do this, our CRM platform and the AI providers it uses process what you type. We don't use AI to make decisions that have a legal or similarly significant effect on you. If you'd rather talk to a person, say so in the chat or call us.

Marketing messages

We only send marketing emails and texts to people who have agreed to receive them, including clients who agreed when they signed up. Every message says it's from us and includes a way to unsubscribe, such as replying STOP to a text or clicking unsubscribe in an email. We act on unsubscribe requests within five working days, as the Spam Act 2003 (Cth) requires. After you unsubscribe we may still send service messages, such as booking confirmations, receipts and replies to your enquiries.

Customers of our clients

If you received a review request or another message from a business that uses us, we handle your details as that business's service provider. The business collected your details and is responsible for having permission to contact you. Every message includes an easy way to opt out, and we stop messaging anyone who opts out. You can ask the business or us what information we hold about you.

Who we share it with

We don't sell personal information. We share it only with the providers that help us run our business:

• HighLevel (LeadConnector), which runs our website, CRM, forms, chat, email and SMS
• Stripe, which processes our payments
• Google, for Business Profile management and website analytics
• the email and SMS carriers and AI providers that HighLevel uses
• our accountant and other professional advisers, when needed

We may also disclose information when the law requires it.

Storage outside Australia

Several of these providers store or process data outside Australia, mainly in the United States. We take reasonable steps to make sure they handle personal information in line with the Australian Privacy Principles.

Cookies

Our website, forms and chat use cookies so they work properly, remember your chat and block spam. We may also use Google Analytics, which sets its own cookies, to see how people use the site. Google Analytics gives us statistics about visits, not your name or contact details. You can opt out with Google's opt-out browser add-on at tools.google.com/dlpage/gaoptout. You can also block cookies in your browser, but parts of the site, such as the chat and booking calendar, may stop working.

How long we keep it

We keep personal information while we need it to provide our services, and financial records for as long as the law requires. After that we delete or de-identify it. When a client leaves, we can export their data on request, and we may delete it 90 days after their service ends.

Security

We store information with established cloud providers that encrypt data in transit, and we limit access to the people who need it. No system is perfectly secure, but we take reasonable steps to protect information from misuse, loss and unauthorised access. If a data breach is likely to cause serious harm, we'll notify the people affected and the Office of the Australian Information Commissioner (OAIC), as the Notifiable Data Breaches scheme requires.

Access and correction

You can ask to see or correct the personal information we hold about you. It's free. We'll respond within 30 days, and if we can't give you access we'll explain why.

Complaints

If you have a privacy concern, contact us first and we'll aim to resolve it within 30 days. If you're not satisfied, you can complain to the OAIC at oaic.gov.au or on 1300 363 992.

Changes to this policy

We may update this policy from time to time. The date at the top shows when it last changed.

Contact us

Meridian AI Solutions Pty Ltd, Kingsgrove, 2208, Sydney, NSW, Australia
Email [email protected]