Privacy & cookies policy

This policy explains how All Hands On Pty Ltd, trading as AHO Renovations, handles personal information collected through allhandson.com.au. We handle personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth).

What we collect

When you submit an enquiry through this website we collect the details you provide: your name, email address, phone number, suburb, the type and stage of your project, and anything you write in the message field. If you use Bianca, our online assistant, we also keep the conversation — see Bianca, our online assistant below.

We also record limited technical information with each submission — the page the enquiry came from, any campaign tracking parameters in the link you arrived on, your browser's user-agent string, and a one-way hashed form of your IP address. The IP address is hashed rather than stored directly, and is used only to rate-limit automated submissions.

Why we collect it

• To respond to your enquiry and arrange a site assessment.
• To prepare and follow up a proposal for your project.
• To keep a record of enquiries so none are lost if an email fails to deliver.
• To detect and block automated spam submissions.

We do not sell your information, and we do not use it for marketing unrelated to the enquiry you made.

Bianca, our online assistant

Bianca is an automated assistant, not a person. She appears as a chat panel on this site and is what powers the renovation planner. Using her is entirely optional — the enquiry form and the phone number do not involve her at all.

When you open a conversation we create a record containing the page you started from, your browser's user-agent string and a one-way hashed form of your IP address, on the same basis as an enquiry. We then keep the conversation itself — what you write and what Bianca replies — together with technical measurements of each reply, such as how long it took to generate and what it cost us. In the renovation planner we also keep the project details you select and the estimate calculated from them, whether or not a figure is shown to you on screen.

Your messages are sent to Mistral AI, the language-model provider that generates Bianca's replies, and are processed on their servers outside Australia. Each message is sent along with up to the last twenty turns of the same conversation, so that she can follow what you have already told her. Bianca has no access to our customer records, and a conversation is not connected to any other enquiry you have made.

If you ask Bianca to arrange a call back, the short form that opens collects your details in your browser and sends them to us directly. Your name, phone number, email address and suburb are not passed to the language-model provider and do not form part of the conversation record.

We keep these conversations, and we read them, to understand what people ask and to improve how Bianca answers. That is a real use of what you write and it is the main reason the records are kept beyond the conversation itself. We do not sell them and we do not use them for marketing.

Please do not type anything into the chat that you would not want kept — payment details, identity documents, or health or financial information. Bianca never asks for any of these and does not need them. If you would rather not use the assistant, the enquiry form and the phone number reach us just as well.

Who we share it with

Your enquiry is emailed to us through Resend, our transactional email provider, and stored in our own database hosted in Australia. Conversations with Bianca are the one thing that leaves the country: they are processed by Mistral AI outside Australia, as described above. Where your project requires it, we may share relevant details with the licensed trades, suppliers or certifiers engaged on your job. We may also disclose information where required by law.

If you ask us for an introduction to a finance broker, we pass your name and contact details to the broker we work with, for that purpose only. That happens only when you tick the box asking for it — we do not do it otherwise, and choosing not to has no bearing on your enquiry.

How long we keep it

Enquiries are retained while they are active and for a reasonable period afterwards so we can respond to follow-up questions and meet our record-keeping obligations as a licensed builder. You can ask us to delete your enquiry at any time.

Conversations with Bianca are kept for 30 days and then cleared. What you wrote and what she replied is removed at that point. We keep a record that the conversation happened — the date, which rooms were selected in the planner, and what the exchange cost us to generate — none of which identifies anybody. Conversations are not stored against your name or email address in the first place, unless you went on to send us your details.

Where a conversation led to an enquiry, it is kept with that enquiry and on the same basis, so that we have the context behind a job we may be quoting.

Cookies

This site does not use advertising or third-party tracking cookies. Any cookies set are strictly functional — for example, remembering preferences during your visit. You can block cookies in your browser settings without losing access to the site.

Accessing or correcting your information

You can ask us what personal information we hold about you, ask us to correct it, or ask us to delete it. Email [email protected] or call 0468 764 064 and we will action it.

Conversations with Bianca are harder for us to find, and it is fairer to say so than to imply otherwise: because they are not held against your name, we generally cannot identify which conversation was yours. If you want one removed, tell us roughly when it took place and what it was about and we will do our best to locate it.

Complaints

If you are not satisfied with how we have handled your personal information, contact us first so we can try to resolve it. If you are still not satisfied, you can lodge a complaint with the Office of the Australian Information Commissioner at oaic.gov.au.

Contact

All Hands On Pty Ltd trading as AHO Renovations
QBCC Licence 15332765
Eatons Hill, QLD 4037
[email protected] · 0468 764 064