Privacy Policy
Effective 12 October 2026
This policy explains how Ask Smart Pty Ltd (ABN 23 642 731 208, "we", "us") handles personal information in the Kwee AI Staff service (the "Service"). The Service helps small trade and service businesses answer phone calls, text messages, website chats and enquiry forms, book site visits and prepare quotes.
It covers two groups of people:
- Businesses that sign up to the Service, and their owners and staff.
- Customers of those businesses – people who call, text, chat with, fill in a form for, or receive a quote from a business that uses the Service.
If you are a customer: the business you contacted decides how your enquiry is handled. We process your information on its behalf to run the Service and for no other purpose of our own. You can also contact that business directly about your information.
1. What we collect
From businesses: business name, ABN, service areas, opening hours, price list, the owner's name, mobile number and email, a password (stored only as a one-way hash), phone-number registration details the phone carrier requires, and billing and usage records.
From customers of a business:
- name, mobile number, email address and property address or suburb;
- what you tell the business: messages, chat history, form answers, photos you send, and details of the job;
- phone calls: call time and duration, and, where you are told the call is recorded, the recording, voicemail and a written transcript;
- quotes, invoices, bookings and any electronic signature you give to accept a quote;
- basic technical information such as IP address and browser type, used for security.
We do not ask for sensitive information (such as health or financial account details). Please don't send it in messages.
2. How we use it
- to answer and record enquiries, draft and send replies, book site visits, and prepare quotes and invoices for the business;
- to alert the business owner about new enquiries, missed calls and urgent matters;
- to measure usage and bill the business;
- to keep the Service secure, prevent misuse, and fix problems;
- to meet our legal obligations.
We do not sell personal information, and we do not use customers' information to market our own products to them.
3. AI and automated processing
The Service uses AI to read incoming messages and calls, work out what is being asked, and draft replies, job notes and quotes. When the AI talks to you, it tells you it is an AI assistant. Specifically:
- Prices in quotes are calculated by software from the business's own price list. The AI does not set prices.
- Depending on the business's settings, replies are either checked by the business before they are sent, or sent automatically. Automatic replies are limited by software rules: they cannot make up prices, confirm a booking or promise a refund on the business's behalf. Anything the AI can't handle is passed to a person at the business.
- The tree-removal checker applies published state and council rules to the answers you give and shows which rule applies. It is general information, not legal advice or a permit decision.
- The Service does not make decisions about you such as approving credit or refusing service. The business makes those decisions.
We do not use your information to train AI models. Our AI provider processes it under commercial terms that do not allow it to train its models on that information.
4. Who we share it with
- The business you contacted, and its staff who use the Service.
- Service providers that run parts of the Service for us: Amazon Web Services (hosting and storage, Sydney, Australia); Anthropic (AI processing, United States); Twilio (phone numbers, calls, text messages and call transcription, United States); speech-to-text and email delivery providers; and Stripe (card payments, when a business accepts payment through an invoice link).
- Authorities, where the law requires it.
Some of these providers process information in the United States. We choose providers with security and privacy commitments that are appropriate for this information, and we only send them what they need to perform their part of the Service.
5. Text messages
Messages sent through the Service relate to your enquiry or job (replies, booking confirmations, reminders, quotes). They do not contain advertising. Reply STOP to any message and we will stop sending text messages to that number.
6. Storage and security
Data is stored in Australia (AWS Sydney) on encrypted disks, with encrypted daily backups kept for 14 days. Access to the system is restricted, each business can see only its own data, passwords are hashed, and connections use HTTPS.
7. How long we keep it
We keep information for as long as the business uses the Service. When a business closes its account, or when a business asks us to delete a customer's information, we delete or de-identify it within 90 days, unless we must keep it longer by law. Backup copies expire within 14 days after that.
8. Access, correction and complaints
You can ask to see or correct the personal information we hold about you, or make a complaint, by emailing hello@asksmart.com.au. If your request concerns a business's records, we may pass it to that business. We will respond within 30 days. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.
9. Changes
We may update this policy. The current version is always at this address, and we will tell businesses about significant changes before they take effect.
Contact
Ask Smart Pty Ltd, South Yarra VIC 3141, Australia. Email: hello@asksmart.com.au
See also the Terms of Service.
隐私政策
2026 年 10 月 12 日起生效。中英文版本如有不一致，以英文版为准。
本政策说明 Ask Smart Pty Ltd（ABN 23 642 731 208，下称「我们」）在「小葵 AI 员工」服务（下称「本服务」）中如何处理个人信息。本服务帮施工、上门服务类的小商家接电话、回短信、回网站聊天和询价表单、约量房、出报价。
本政策适用于两类人：
- 商家：开通本服务的商家，以及商家的老板和员工。
- 商家的客户：给使用本服务的商家打电话、发短信、在网站上聊天、填询价表，或收到报价的人。
如果你是客户：你的询价怎么处理，由你联系的那家商家决定。我们只是替商家处理你的信息，用于运行本服务，不作他用。关于你的信息，你也可以直接联系那家商家。
1. 我们收集什么
商家的信息：店名、ABN、服务区域、营业时间、价目表；老板的名字、手机号、邮箱；密码（只存单向加密后的值）；电话运营商要求的号码实名登记资料；账单和用量记录。
商家客户的信息：
- 名字、手机号、邮箱、房子地址或所在区；
- 你告诉商家的内容：消息、聊天记录、表单内容、你发的照片、工程情况；
- 电话：来电时间和时长；在通话开始时告知录音的情况下，还有录音、语音留言和转写的文字；
- 报价、发票、预约，以及你确认报价时的电子签名；
- IP 地址、浏览器类型等基础技术信息，用于安全防护。
我们不要求提供敏感信息（例如健康信息、银行账户）。请不要在消息里发送这类信息。
2. 我们拿来做什么
- 替商家接询价并记录、起草和发送回复、约量房、出报价和发票；
- 有新询价、漏接电话或紧急情况时提醒商家老板；
- 计算用量，向商家收费；
- 保障服务安全、防止滥用、排查问题；
- 履行法律义务。
我们不出售个人信息，也不会用商家客户的信息向他们推销我们自己的产品。
3. AI 和自动处理
本服务用 AI 读来电和消息、判断对方要什么，并起草回复、工单和报价。AI 跟你对话时会说明自己是 AI 助手。具体来说：
- 报价里的价格由程序按商家自己的价目表计算，AI 不定价。
- 按商家的设置，回复要么先由商家确认再发，要么自动发出。自动回复受程序规则限制：不能编价格，不能替商家确认预约或承诺退款。AI 处理不了的会转给商家的人。
- 「这棵树能不能砍」查询按州和议会公开的规定，对照你填的情况，告诉你适用哪一条。它是一般信息，不是法律意见，也不代替许可审批。
- 本服务不会对你做批不批贷款、给不给服务之类的决定。这类决定由商家做。
我们不拿你的信息训练 AI 模型。我们使用的 AI 服务商按商业条款处理这些信息，条款不允许它用这些信息训练模型。
4. 我们会给谁
- 你联系的那家商家，以及该商家使用本服务的员工。
- 服务商，它们替我们运行本服务的一部分：Amazon Web Services（服务器和存储，澳洲悉尼）、Anthropic（AI 处理，美国）、Twilio（电话号码、通话、短信和通话转写，美国）、语音转文字和邮件发送服务商，以及 Stripe（商家通过发票链接收款时的刷卡支付）。
- 政府机关：法律要求时。
其中部分服务商在美国处理信息。我们选择在安全和隐私上有相应承诺的服务商，只给它们完成各自那部分工作所需的信息。
5. 短信
本服务发出的短信都和你的询价或工程有关（回复、预约确认、提醒、报价），不含广告。回复 STOP 或「退订」，我们就不再给这个号码发短信。
6. 存储和安全
数据存在澳洲（AWS 悉尼）的加密磁盘上，每天加密备份，备份保留 14 天。系统访问受限，每家商家只能看到自己的数据，密码单向加密，连接全程 HTTPS。
7. 保存多久
商家使用本服务期间，我们保存相关信息。商家注销账号，或商家要求删除某位客户的信息时，我们在 90 天内删除或去除身份信息，法律要求保留更久的除外。之后备份里的副本在 14 天内过期。
8. 查看、更正和投诉
你可以发邮件到 hello@asksmart.com.au，要求查看或更正我们持有的你的个人信息，或者投诉。如果涉及某家商家的记录，我们可能会转给那家商家处理。我们会在 30 天内答复。如果对答复不满意，可以联系澳洲信息专员办公室（OAIC）：oaic.gov.au。
9. 修改
我们可能会更新本政策。最新版本一直放在这个网址；有重大修改时，我们会在生效前通知商家。
联系我们
Ask Smart Pty Ltd，South Yarra VIC 3141，澳大利亚。邮箱 hello@asksmart.com.au
另见服务条款。