Nexus Agency (ABN 29 881 740 289) ("Nexus Agency", "we", "us", "our") provides AI-powered chatbot and automation solutions for businesses. This Privacy Policy explains how we collect, use, store, and disclose personal information in connection with our website (www.nexusagency.au) and the services we provide.

We are committed to handling personal information in accordance with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) ("Privacy Act"), to the extent that Act applies to us. We treat the personal information you share with us as a matter of trust.

1. Scope of this policy

This policy covers personal information we collect through our own website and in the course of dealing with our clients and prospective clients (for example, when you contact us, book a call, or engage us to build or manage an AI chatbot or automation system for your business).

It also explains, in Section 5 below, how we handle personal information belonging to our clients' own customers and website visitors — that is, the people who interact with the AI chatbots, voice bots, and automations we build and manage on our clients' behalf.

2. What is personal information?

"Personal information" means information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether the information is true or not and whether recorded in a material form or not (as defined in the Privacy Act).

3. Information we collect

a. Information you provide to us

• Name and business name

• Email address and phone number

• Enquiry details, project briefs, and any files you send us

• Billing and payment details (processed via our payment/billing providers)

• Correspondence between you and us, including quotes and proposals

b. Information collected automatically

• IP address, browser type and device information

• Pages visited on our website and referring URL

• Cookie and analytics data (see “Cookies” below)

c. Website chat and booking data

Our website uses a live chat widget (powered by GoHighLevel and Closebot) and an online booking calendar. If you use these, we collect the information you enter — for example your name, contact details, and the content of your enquiry — together with the conversation transcript, so we can respond to you and, where relevant, book a call.

4. How we use your information

• To respond to enquiries and provide quotes

• To deliver, manage, and support the services you engage us for

• To manage bookings and appointments

• To send invoices and process payments

• To send you service-related updates and, where you have not opted out, occasional marketing communications

• To improve our website and services

• To comply with our legal and tax obligations

5. Personal information collected through chatbots we build for clients

A core part of our business is building and managing AI-powered chatbots, voice bots, and automations that our clients deploy on their own websites and phone lines. When an end customer of one of our clients interacts with one of these bots, we collect and process that person's personal information on our client's behalf, as their service provider.

This may include:

• Chatbot conversation transcripts and logs

• Voice bot call recordings and transcriptions

• Names, contact details, and enquiry or booking information provided during the conversation

• Behavioural data about how the bot was used (for example, which options were selected or how long a conversation lasted)

Responsibility for these end customers: our client (the business that deployed the bot) is the entity primarily responsible for telling its own customers that they may be interacting with an AI system, that the conversation may be recorded, and for maintaining its own privacy policy covering that collection. We provide the technology and process the data under instruction from our client, and we are not typically the direct point of contact for that end customer's own privacy requests — those should usually be directed to our client in the first instance.

Regardless of who the request is directed to, we handle this data securely, use it only to deliver and improve the service on our client's behalf, and rely on the same sub-processors listed in Section 6 below. Where an end customer contacts us directly about their information, we will assist them or direct them to the relevant client as appropriate.

Data collected this way is retained for the duration of our service agreement with the relevant client, plus a reasonable period afterwards for record-keeping, unless our client instructs us to delete it sooner or we are required to keep it for longer by law.

6. How we share your information

We do not sell your personal information. We share personal information with the following categories of third-party providers, who process it on our behalf so we can run our business and deliver our services:

• GoHighLevel — our CRM, website hosting, forms, live chat widget, and booking calendar platform

• Closebot — the AI engine that powers automated chat responses

• Retell AI — our AI voice agent platform

• Twilio — telephony and SMS delivery

• n8n — workflow automation connecting the above systems

• Anthropic and OpenAI — large language model providers used to generate AI chatbot and voice responses

We may also disclose information where required by law, to protect our legal rights, or as part of a business sale, merger, or restructure.

7. Overseas disclosure

Several of the providers listed above (including GoHighLevel, Closebot, Retell AI, Twilio, Anthropic, and OpenAI) store or process data on servers located outside Australia, including in the United States. Before disclosing personal information to an overseas recipient, we take reasonable steps, consistent with Australian Privacy Principle 8, to satisfy ourselves that the recipient handles personal information in a manner consistent with the APPs — including checking each provider's own privacy and data-processing terms.

By providing us with your personal information, you acknowledge that it may be handled by these overseas providers under their own privacy and security terms.

8. Data security

We use reasonable technical and organisational measures to protect personal information from misuse, loss, and unauthorised access, including access controls and relying on the security measures of the reputable providers listed above. No method of storage or transmission over the internet is completely secure, and we cannot guarantee absolute security.

9. Data retention

We keep personal information only for as long as it is reasonably needed for the purpose it was collected, or as required by law. (For information collected through client chatbot deployments, see the retention terms in Section 5 above.) As a general guide for information we hold about you as our own client or enquirer:

• Enquiry and correspondence records are kept for as long as needed to respond to you and, if you become a client, for the duration of our engagement

• Financial records (invoices, quotes, payment records) are retained for at least five years to meet Australian taxation record-keeping obligations

• Chatbot and call transcripts are retained for as long as reasonably needed for service delivery, quality assurance, and dispute resolution, after which they are deleted or de-identified

Where you ask us to delete your information, we will do so unless we are required or permitted by law to retain it.

10. Your rights

If you are a client, prospective client, or someone who has contacted us directly, subject to some exceptions permitted by law you may:

• ask us what personal information we hold about you and request access to it

• ask us to correct any inaccurate or out-of-date information

• ask us to delete personal information we hold about you

• opt out of marketing communications at any time using the unsubscribe link in our emails, or by contacting us directly

To exercise any of these rights, contact us at [email protected]. We will respond within a reasonable time.

If you are an end customer of one of our clients (that is, someone who has interacted with a chatbot or voice bot we built for a business), please contact that business directly in the first instance, as they are best placed to action your request. If they are unable to assist, you may contact us and we will help where we can.

11. Data breaches

If we become aware of a data breach involving personal information that is likely to result in serious harm, we will comply with our obligations under the Notifiable Data Breaches (NDB) scheme in Part IIIC of the Privacy Act, including notifying affected individuals and the Office of the Australian Information Commissioner (OAIC) where required.

12. Cookies

Our website may use cookies and similar technologies to support core functionality (such as the live chat widget and booking calendar) and, where enabled, to understand how visitors use our site. You can control or disable cookies through your browser settings, though some website features may not work correctly if you do so.

13. Children's privacy

Our website and services are intended for businesses and individuals aged 18 and over. We do not knowingly collect personal information from children. If we become aware that we have inadvertently collected personal information from a child, we will take steps to delete it.

14. Complaints

If you have a concern about how we have handled your personal information, please contact us first at [email protected] so we can try to resolve it. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at 

www.oaic.gov.au

15. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices, our service providers, or the law. The current version will always be available on our website, together with its last-updated date.

16. Governing law

This Privacy Policy is governed by the laws of New South Wales, Australia.

17. Contact us

Nexus Agency

ABN: 29 881 740 289

Website: www.nexusagency.au

Email: [email protected]