Client Website Starter Pack

Every business website should have a privacy policy and terms of use. This pack gives you simple starting versions that you can make your own.

What's in this pack

• Template A: Privacy Policy. Tells your customers what information your business collects through your website, contact form, chat assistant, AI phone assistant, online booking, text messages and review requests, and what you do with it.
• Template B: Website Terms of Use. Short rules for people visiting your website.

Both are written for a small local business, like a caravan repairer, a tradie, a mechanic, a café or a salon.

Before you use these templates

• These are starting templates. They're not legal advice, and Switched On AI is not a law firm.
• They're general. Your business is responsible for checking that they fit what your business actually does, and for keeping them up to date when things change. What matters is what you really do, so make sure the wording matches it.
• Please get advice from a lawyer before you use them if any of these apply to you:
  • You handle health information. For example, you're a physio, chiro, massage therapist, dentist or psychologist, or you keep notes about people's health or injuries. A business that provides a health service is covered by the Privacy Act 1988 (Cth) however small it is.
  • You collect information about children. For example, you run kids' classes, tutoring or child care.
  • Your business is covered by the Privacy Act. That includes businesses with an annual turnover over $3 million, health service providers, businesses that buy or sell personal information, and, from 1 July 2026, businesses such as real estate agents, accountants, lawyers and conveyancers that are covered because of the anti-money laundering laws.
• If your business is covered by the Privacy Act, or you're not sure, please tell us. It changes how we set up your systems.

How to fill them in

• Parts highlighted in yellow, like [Business name], need filling in. Replace them with your details and remove the highlight.
• Where a highlighted part gives you two choices joined by "OR", keep the one that fits and delete the other.
• Delete any section about something you don't use. For example, if you don't have the AI phone assistant, delete "Our AI phone assistant" from the privacy policy.
• The parts about the companies that run your systems, and where they store information, depend on how we set things up for you. We'll fill those in for you.
• How long call recordings are kept ([90 days] in "How long we keep it") must match the period you chose in your AI Receptionist and Chat Agent Setup and Sign-off. 90 days is our default.
• If you start using something new later, like a new booking app, a newsletter or a payment tool, the privacy policy needs updating. Let us know and we'll help.

Where they go on your website

• A link to both pages in the footer of every page.
• A link to the privacy policy next to your contact form and booking form, and under the chat box.

We can add both pages to your website for you. Send us your filled-in versions, or send us your details and we'll fill them in and send them back for you to check. We'll only put them live once you've approved the wording.

Questions? Email Viri at viri@switchedonai.com.au or call 0451 630 068.

Template A: Privacy Policy

Privacy Policy

[Business name] · ABN [ABN] · Last updated [date]

About this policy

This policy explains how [Business name] ("we", "us", "our") collects, uses, stores and shares personal information, and how you can see it, correct it or make a complaint. Personal information is information that identifies you, like your name, phone number or address.

[We're a small business, so we may not have to follow the Privacy Act 1988 (Cth). We still follow the Australian Privacy Principles as good practice.] OR [We are covered by the Privacy Act 1988 (Cth) and we follow the Australian Privacy Principles.]

How to contact us

• Contact person: [Name]
• Phone: [Phone]
• Email: [Email]
• Address: [Business address, or suburb and state]
• Website: [Website address]

What information we collect

We collect:

• your name, phone number and email address
• your address, or the address where you need the job done
• details about what you need, such as [the job, your vehicle, caravan or trailer, and photos you send us]
• your booking details, such as the day and time
• messages you send us through our website, chat, texts, email or social media
• recordings and written transcripts of calls answered by our AI phone assistant
• records of the texts and emails we send you, and whether you've asked us to stop
• quotes, invoices and payment records. Card payments are handled by [payment provider], and we don't see or keep your full card number
• basic information about visits to our website (see "Cookies and website visits").

We don't need sensitive information, such as health details, to do our work. Please don't share it, or your card number, with our chat or phone assistant.

How we collect it

• From you, when you call, text, email, fill in a form, chat on our website, book online, message us on social media or talk to us in person.
• Through our chat assistant and AI phone assistant, which save chats and record and transcribe calls.
• From our website, through cookies and visit records.
• [From other people, such as someone who refers you to us, or a quote or booking platform you used to find us.]

Why we use it

We use your information to:

• answer your questions and give you a quote
• book your job or appointment, and send you confirmations and reminders
• get back to you if we missed your call
• do the work and look after you afterwards
• send invoices and take payments
• ask for a review after your job (see "Text messages and review requests")
• check our chat and phone assistant are giving the right answers, and improve our service
• keep our business records and meet our legal obligations.

We don't sell your information. We'll only use it for something else if you agree, if you'd reasonably expect us to, or if the law allows it.

Our website chat assistant

• The chat on our website is an AI assistant, not a person. It tells you that when you start chatting.
• It can answer common questions, take your details and [book you in].
• Chats are saved, and we read them.
• AI can make mistakes. Prices it gives are a guide only. A person from our business checks bookings and quotes, and the AI doesn't make final decisions about you.
• Please don't share card numbers or health details in the chat.

Our AI phone assistant

• When we can't get to the phone, your call may be answered by our AI assistant. It tells you it's an AI assistant at the start of the call.
• Calls it answers are recorded and transcribed (written down) so we can get back to you. It tells you this at the start of the call. If you'd rather not be recorded, you can hang up and text us on [mobile number] or email us at [email] instead.
• It takes your details and what you need, and [can book you in]. A person from our business checks bookings and quotes, and the AI doesn't make final decisions about you.
• It isn't an emergency service. If it's an emergency, hang up and call triple zero (000).
• We don't publish or share call recordings. We only use them to deal with your call and to check our assistant is working properly.

Online bookings

When you book online, we collect your name, contact details, the time you chose and [details about the job]. We use them to manage your booking and to send you a confirmation and reminders by text or email.

Text messages and review requests

• We may text you to get back to you after a missed call, confirm your booking, remind you about it, or let you know how your job is going.
• After a job, we may send you one text or email asking for an honest review, and maybe one reminder. We send the same request to every customer, whatever their experience. We don't offer anything in return for reviews.
• We'll only send you special offers or news if you've said yes to getting them.
• Every text and email we send says it's from [Business name]. To stop getting them, reply STOP or tell us, and we'll stop within 5 working days.

Who we share it with

We share your information only with:

• the companies that set up and run our website, phone, chat, text and booking systems: [Switched On AI, who set up and look after these systems for us; HighLevel (LeadConnector), which runs them; Twilio, for calls and texts; AI providers such as OpenAI, which help our assistants understand and reply; and ElevenLabs or Convocore, if your assistant uses them]
• [payment provider], for card payments
• our accountant or bookkeeper
• [suppliers or subcontractors we need to do your job]
• anyone the law requires or allows us to share it with.

We don't sell or rent your information, and we don't let these companies use it for their own marketing.

Information stored overseas

[Some of the companies that run our systems store or access information outside Australia. Our website, chat, phone, text and booking systems run on HighLevel (LeadConnector), which stores information in the United States, and some of its support staff are in India. The AI providers our assistants use, such as OpenAI, are mainly in the United States.]

Keeping it safe

We take reasonable steps to keep your information safe. Our systems are protected by passwords and two-step login, only people who need your information can see it, and the companies that run our systems use security such as encryption. No system is perfectly secure. If we have a data breach that is likely to cause you serious harm, we'll tell you as soon as we can and let you know what you can do.

How long we keep it

We keep your information while we need it to do your job, look after you afterwards, keep our business records and meet the law, such as tax record-keeping rules. Recordings of calls answered by our AI phone assistant are deleted after [90 days]. When we no longer need your information, we delete it or remove anything that identifies you.

Cookies and website visits

Our website uses cookies and similar technology so the site, forms, chat and booking work properly. It also records basic information about visits, like the pages viewed, the type of device and browser, and the rough location worked out from your internet address. [We use (name of analytics tool) to see how our website is going.] You can block cookies in your browser settings, but some parts of the website might not work properly.

Seeing or correcting your information

You can ask to see the information we hold about you, or ask us to correct it, by contacting us (see "How to contact us"). It's free. We may need to check who you are first. We'll respond within 30 days. If we can't give you access, we'll tell you why.

Making a complaint

If you're unhappy with how we've handled your information, please contact us first. We'll look into it and reply within 30 days. If you're not happy with our answer, you may be able to complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au. The OAIC can only deal with complaints about businesses covered by the Privacy Act. For complaints about unwanted texts or emails, you can also contact the Australian Communications and Media Authority (ACMA) at acma.gov.au.

Changes to this policy

We may update this policy from time to time. The latest version is always on our website, with the date it was last updated at the top.

Template B: Website Terms of Use

Website Terms of Use

[Business name] · ABN [ABN] · Last updated [date]

About these terms

These terms apply when you use our website at [website address]. The website is run by [Business name] ("we", "us", "our"). By using our website, you agree to these terms.

Information on our website

• The information on our website is general information about our business and services. It isn't advice for your situation.
• We try to keep our prices, opening hours and services up to date, but they can change. If a price on our website is wrong or out of date, we'll tell you before you pay or before we start work.
• [For jobs we quote, the price is the one in our written quote.]
• Photos of our work show examples. Every job is different.

Our chat assistant

• The chat on our website is an AI assistant, not a person.
• AI can make mistakes. What it says is general information only, not advice. Prices it gives are a guide, and we confirm the final price.
• It isn't an emergency service. If it's an emergency, call triple zero (000).

Online bookings

A booking made through our website is [confirmed when you get a confirmation text or email from us] OR [a request until we confirm it with you]. If you need to change or cancel a booking, please let us know as soon as you can on [phone].

Links to other websites

Our website may link to other websites, like Google. We don't control them and we're not responsible for their content or how they handle your information.

Our content

The text, photos, logo and other content on our website belong to us or are used with permission. Please don't copy or reuse them without asking us first, except where the law allows it.

Using our website properly

Please don't use our website or chat for anything unlawful or harmful, try to hack or disrupt it, send spam or fake bookings, or use bots or scrapers to copy it.

Your rights under the Australian Consumer Law

Nothing in these terms excludes, restricts or changes your rights under the Australian Consumer Law, including the consumer guarantees that come with our [goods and services].

Limits on our liability

As far as the law allows, we're not liable for loss or damage that comes from using our website, relying on its general information or our chat assistant, or using websites we link to. This doesn't affect your rights under the Australian Consumer Law or our responsibility for the work we do for you.

Privacy

Our Privacy Policy explains how we handle your personal information: [link to privacy policy].

Changes to these terms

We may update these terms from time to time. The latest version is always on our website.

Which law applies

The law of [Queensland] applies to these terms.

Contact us

• Phone: [Phone]
• Email: [Email]
• Address: [Business address, or suburb and state]