PRIVACY POLICY

Stone Doctor Online (stonedoctor.com.au) is the online sales division operating under Stone Doctor Australia Pty Ltd as a Trustee of Stone Doctor Family Trust.

Stone Doctor Australia is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information across all our platforms.

We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The NPPs govern the way in which we collect, use, disclose, store, secure and dispose of your personal information.

What is personal information and why do we collect it?

Personal Information is information or an opinion that identifies an individual. Examples of personal information we collect include: names, addresses, email addresses, phone number etc.

We collect your personal information for the primary purpose of providing our services to you, providing information to our clients and marketing. You may unsubscribe from our mailing and marketing lists at any time by contacting us in writing.

When we collect personal information we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it. We will take all reasonable steps to store your personal information securely. It is in our interests to make sure you feel confident shopping with us.

By visiting Stone Doctor Online, you are accepting the practices described in this Privacy Notice.

We collect personal information that you provide directly to us, such as when you make a purchase, register for an account or enter a competition or promotion. This may include:

Your full name;
your contact details including your email address, delivery address, phone number and social media handles;
more detailed contact preferences;
information regarding your experiences with our products and services;
employment and company information such as the name of your employer;
financial information including credit card and payment details;
information you provide to our AI chat assistant, including your name, email address, the content of your chat, and any photographs of stone surfaces you choose to upload; and
where you ask our AI chat assistant about an existing order, the details we use to verify your identity, including your order number, the mobile number associated with the order, and the suburb and postcode of the delivery address

Financial information that is collected via the website is used by Stone Doctor Australia to bill you for products and services. Any financial information that is collected is for the purpose of transaction approval and funds transfer. The financial information we collect from you is kept securely and held on secure servers in controlled facilities.

Cookies

A cookie is a small amount of information sent from a web server to your computer. We use cookies when someone logs into our site, to maintain that log in, to retain log in information, if requested, and for the service of our shopping cart. We do not use cookies for marketing, promotional or advertising purposes, nor do we use cookies to track your Internet activity before or after you leave Stone Doctor Online store unless you have enabled it via the checkbox options provided.

Stoni AI — our AI chat assistant

Stone Doctor Australia provides an AI-powered chat assistant, Stoni AI, to help answer product and stone care enquiries. When you use Stoni AI we collect your first name, your email address, the content of your chat, and any photographs of stone surfaces you choose to upload. We use this information to answer your enquiry, to allow our team to follow up with you, and to improve the quality of our support.

Information collected when you ask about an order

If you are an existing customer and you ask Stoni AI about the status of an order, we will ask you for additional details so that we can confirm your identity before any order information is released. These details currently include your order number, the mobile number associated with the order, and postcode of the delivery address. We use these details only to match your enquiry against the record held in our online store system, so that we can present the correct order information to you. We do not release order details unless these details match our records. As we introduce further systems for service bookings and scheduling, we will update this policy to reflect any additional information collected.

How Stoni AI is powered

Stoni AI is powered by third-party artificial intelligence and data services. Your information is primarily stored and processed in Australia, and some of the 3rd party services we rely on may also store or process information outside Australia. Your chat content and contact details are disclosed to these providers solely for the purpose of operating the assistant. We do not sell your information, and we do not use your chat content to train publicly available artificial intelligence models.

What Stoni AI does not do

Stoni AI does not make decisions about your account, your pricing, your credit or your eligibility for any product or service. It provides information and product guidance only. Complex, sensitive or unresolved matters are handled by members of our team.

How long we keep your chat information

Chat transcripts and the contact details collected through Stoni AI are retained in our active customer service systems for 24 months.

After 24 months, that information is closed off. Stoni AI can no longer retrieve it, and it is no longer available to our team to answer enquiries, to contact you, or to inform product recommendations. If you contact us about a conversation older than 24 months, we will not be able to provide it to you.

Where we are required to keep a record of a past interaction for legal, accounting, dispute resolution or business record-keeping purposes, that record is held separately in restricted form. It is not used for customer service, marketing, product recommendations or the training of artificial intelligence systems.

You may ask us to delete the information collected through Stoni AI at any time by writing to enquiries@stonedoctor.com.au, and we will do so except where we are required to retain it for the purposes described above.

If you would prefer not to use Stoni AI, you are welcome to contact our team directly at enquiries@stonedoctor.com.au.

Policy Updates

This Policy may change from time to time and is available on our website.

Access, correction and complaints

You may request access to the personal information we hold about you, ask us to correct it if it is inaccurate or out of date, or ask us to delete it. Please make your request in writing to enquiries@stonedoctor.com.au. We will respond within a reasonable period, and there is no charge for making a request.

If you believe we have not handled your personal information appropriately, please contact us at the address above and we will investigate and respond to you in writing. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner at www.oaic.gov.au.

Enquiries

If you have any queries about our Privacy Policy, please contact us at: enquiries@stonedoctor.com.au