How we use your information.

Information you share

We collect the details and business information you choose to share. Website chat asks about your business and the help you need. It then asks for any missing contact details so srwn can reply.

Please don’t share tax file numbers, passwords, bank account details, medical records or other private documents in a website form or chat. If we need business records, we’ll discuss how to share them after you contact us.

How we use it

We use what you share to understand what you need, reply to you and discuss how we can help. Sending an enquiry does not sign you up for our services or add you to a marketing list.

When you share an email address or phone number in chat, we save your details and conversation. We automatically send the enquiry to srwn, even if you leave or stop replying. You can choose whether you would prefer an email or a call. The email to srwn includes your chat so you don’t need to repeat it. The confirmation sent to you does not include your chat or our staff notes. If you ask us not to contact you, we record this for staff and do not send an automatic confirmation.

If confirmation texts are enabled, we ask for separate permission before sending a text message about your enquiry. Giving us a phone number alone does not give permission for marketing. You can tell us when you would prefer a call. We cannot promise to call at that time.

Website chats

Website chat uses AI to answer questions with information from this website. Google’s AI service may process your questions and the parts of your chat needed to prepare a reply. The assistant cannot see your accounting records or give a quote that commits srwn to a price.

AI replies can be incomplete or wrong. Check with srwn before relying on a reply about your business, work you have asked us to do or a decision that needs professional advice. You can ask to speak with us at any time.

A private session cookie, a small piece of browser data, keeps your chat going while you browse or refresh the page. Chat details are stored on the server with encryption, which protects them from being read without the correct key. You cannot access a chat after 30 minutes without activity. The temporary chat backup is separate from your enquiry record and the saved messages used for follow-up. Losing access to the chat in your browser does not delete those records. Contact srwn if you would like to ask us to remove them.

Services we use and data storage

Google Cloud and Firebase run and protect the website. They also store enquiries and chats and handle delivery tasks in the background. Zoho sends email and manages enquiries in our customer management system (CRM). Google’s Vertex AI Gemini service prepares AI replies. An enquiry in CRM includes your contact details, the business details you shared, the help you asked for and how you would prefer us to follow up. If text messages are enabled, Twilio processes your phone number and the confirmation message. These providers may process information on systems outside Australia.

We keep enquiry information to reply to your request, manage our business relationship and meet any record-keeping needs that apply. Only approved users and services can access it. Website visitors cannot see other visitors’ enquiries. Contact srwn to ask about seeing, correcting or deleting information you shared.

Your browser and website tracking

Details you have not sent stay in the current page while you complete the contact form. Chat messages are sent to the server when you submit them. Refreshing the page may not clear an active chat. A browser marker lasts only for your current session and stops the introductory chat hint from appearing again. Contact details are not kept in your browser’s local storage.

We use Google Analytics on the live srwn domain to measure page visits, interest in services, clicks and how far visitors scroll. It also measures form and chat progress, enquiry results, errors and page speed. The extra events we send use categories and counts. They do not include names, email addresses, phone numbers, enquiry text or chat messages. Session-only markers help us avoid counting the same enquiry twice. Advertising personalisation and Google signals are turned off. Security checks and limits on the number of requests help protect forms and chat from automated abuse.

Microsoft Clarity shows heatmaps, which show where visitors click and scroll, and recordings of website visits. These help us understand how visitors use the website and where they have problems. Clarity processes information about website use and devices, and may use cookies. Text in chats, contact forms and enquiry confirmations is hidden in recordings. Microsoft may process this information outside Australia.

Your information and questions

Contact srwn to ask about information you have shared, ask us to correct it or discuss removing it. We may need to check who you are before replying to a request about personal information.

To make a privacy complaint, email enquiry@srwn.com.au. Tell us what happened and what you would like us to do. We will review your concern and reply. If the problem is still not resolved, you can contact the Office of the Australian Information Commissioner. Ask whether it can deal with your complaint.

This notice covers the website. If you become a client, we may agree on further ways to handle your information.