Salon Ignite AI is a Melbourne-based AI agency for salons, spas and beauty clinics, run by Paige Stone (ABN 91 583 128 171). In this policy, "we", "us" and "our" mean Salon Ignite AI. This policy explains how we handle personal information in two situations:
- Our own business: when you visit our website, book a free Missed Enquiry Audit, or become a client.
- For the businesses we work with: when the AI systems we set up for salons, spas and clinics reply to, message or talk with their customers and patients. In this situation, the business you're dealing with decides how your information is used, and their own privacy policy applies too. If you're a customer of one of those businesses, please contact them first about your information.
We don't sell your information or use it to train AI. Our AI assistants always say they're AI, calls are only recorded with notice, and you can ask us to access, correct or delete your information at any time.
01 Information We Collect
a. From website visitors and people who book an audit
- Your name, email, phone number and business name when you book a Missed Enquiry Audit
- What you tell us on the call about your business, such as enquiry volumes, booking software and services
- Website usage information, such as pages visited, device and browser type, and approximate location, collected through Google Analytics
b. From clients
- Contact, billing and payment details (payments are processed by Stripe; we don't store card numbers)
- Access details for the tools we connect to, such as booking software and social media accounts
c. From customers and patients of the businesses we work with
When someone contacts one of our clients, the AI systems we set up may collect:
- Name, phone number, email and social media profile name
- The content of calls, text messages, emails, web chats and Instagram, Facebook or WhatsApp messages
- Call recordings and transcripts, where recording is switched on
- Booking details, such as services, preferred times and past appointments
- Whether someone has agreed to receive marketing messages, or unsubscribed
02 How We Use Information
- To run and improve the services we provide to our clients
- To reply to enquiries, book and rebook appointments, send reminders and request reviews on our clients' behalf
- To prepare reports for our clients about enquiries and bookings recovered
- To run your Missed Enquiry Audit and send you a plan and quote
- To send you marketing about our services, only if you've agreed, and you can unsubscribe at any time
- To meet legal obligations, such as tax and record-keeping
We don't sell or rent personal information.
03 AI Assistants, Calls and Recordings
The AI assistants we set up introduce themselves as the business's assistant, so people know they're not talking to a person. Anything unusual, sensitive or that the assistant can't handle is passed to the business's team.
Where calls are recorded or transcribed, callers hear a notice at the start of the call. Recordings and transcripts are used to provide the service, check quality and resolve disputes.
04 Health Information
Some of the businesses we work with are skin and aesthetic clinics. Health information is sensitive, so:
- Clinic assistants are set up not to ask for health details, such as medical conditions, medications or treatment history.
- If someone shares health details anyway, the assistant doesn't use them to make any decision. The enquiry is passed to the clinic's staff.
- We only handle health information to pass it to the clinic, and we don't use it for any other purpose.
05 Automated Decisions
The AI systems we set up use computer programs to make, or help make, some decisions automatically. These include:
- Replying to enquiries and answering common questions
- Offering, booking or rescheduling appointment times
- Choosing which customers receive reminders, rebooking or win-back messages, based on their booking history
- Sending review requests after an appointment
- Routing enquiries to the right person, or flagging them for follow-up
To do this, the programs use contact details, the content of messages and calls, booking history and marketing preferences. They don't use health information to make decisions. People can always ask to speak with the business's team instead.
06 AI Training
We don't use the personal information of our clients or their customers to train AI models. The AI providers we use are set up so they don't train on this information.
07 Marketing Messages
Marketing messages by SMS, email, WhatsApp or Messenger are only sent to people who have agreed to receive them. Every message identifies the sender and includes a simple way to unsubscribe, and unsubscribe requests are actioned within 5 business days. Branded SMS senders are registered on the SMS Sender ID Register.
08 Cookies and Analytics
Our website uses cookies and Google Analytics to understand how visitors use the site. You can block or delete cookies in your browser settings, or opt out of Google Analytics with Google's opt-out browser add-on.
09 Who We Share Information With
We use trusted service providers to run our business and deliver our services. They only receive the information they need for that job.
- GoHighLevel (LeadConnector) - CRM, messaging, booking calendar and website - United States
- Twilio - phone calls and SMS - United States
- OpenAI - AI language processing - United States
- Anthropic - AI language processing - United States
- ElevenLabs - AI voice - United States
- Retell - AI voice calls - United States
- Meta - Facebook, Instagram and WhatsApp messages and ads - United States
- Google (Workspace, Analytics, Meet) - email, documents, analytics and video calls - United States and other countries
- Zoom - video calls - United States
- Stripe - payments - Australia and the United States
We may also share information if the law requires it, or with a buyer if our business is sold.
10 Overseas Storage
As listed above, most of these providers store information in the United States. Before using a provider, we take reasonable steps to check that they protect personal information to a standard similar to Australian privacy law.
11 Security and How Long We Keep Information
We protect information with access controls, strong passwords, two-factor authentication and encryption where our providers offer it. No system is completely secure, but we review these measures regularly.
- Call recordings - kept for 90 days
- Call transcripts and message logs - kept for 12 months
- Audit-booking details, if you don't become a client - kept for 2 years
- Client records and invoices - kept for 5 years, as required by tax law
When a client stops working with us, we delete or return their customers' information within 30 days, unless the law requires us to keep it.
12 Children
We don't knowingly collect information from people under 18 for our own marketing. The businesses we work with may have customers under 18, and in that case their information is handled only as that business directs.
13 Your Rights
You can ask to access, correct or delete the personal information we hold about you, or to stop receiving marketing. Email [email protected] and we'll respond within 30 days. If you're a customer of a business we work with, please contact that business first; we'll help them respond.
14 Complaints
If you're unhappy with how we've handled your information, email [email protected] and we'll respond within 30 days. If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.
15 Data Breaches
If a data breach is likely to cause serious harm, we'll notify the people affected and the businesses we work with as soon as possible, and notify the Office of the Australian Information Commissioner where appropriate.
16 The Privacy Act
As a small business, Salon Ignite AI may not be legally required to follow the Privacy Act 1988 (Cth). We choose to follow the Australian Privacy Principles anyway, because the businesses we work with, and their customers, deserve that standard.
17 Responsibilities of the Businesses We Work With
The businesses we work with remain responsible for:
- Having their own privacy policy available to their customers, which mentions the AI systems we run for them
- Holding consent for every person they ask us to send marketing messages to
- Making sure clinic messaging follows AHPRA advertising rules
- Responding to their own customers' privacy requests, with our help
18 Changes to This Policy
We may update this policy as our services or the law change. The "Last updated" date at the top shows when it last changed. For significant changes, we'll tell our clients directly.