PRIVACY POLICY

1. Who We Are

ShopCommand is operated by Romano's Automotive Pty Ltd, based in Perth, Western Australia. We provide a software-as-a-service platform for Australian automotive workshops at shopcommand.com.au.

2. Information We Collect

We collect information in the following ways:

Information you provide:

• Account information: name, business name, email address, phone number
• Billing information: handled by Stripe (we do not store full credit card details)
• Workshop configuration: business hours, SMS templates, booking links, staff information
• Customer-facing data your workshop captures: vehicle details, customer names, phone numbers, service notes

Information collected automatically:

• Usage data: which modules you use, when, frequency
• Technical data: browser type, device type, IP address
• AI interaction data: SAM call recordings, transcripts, and structured call data (handled by Retell AI as data processor)

3. How We Use Information

We use your information to:

• Provide and improve the platform
• Process payments and manage subscriptions
• Send transactional notifications (call summaries, billing alerts, activation emails)
• Respond to support requests
• Send platform updates (you may opt out of marketing communications)
• Comply with legal obligations

4. Third-Party Data Processors

We use the following third-party services to operate the platform. These providers may process your personal information:

These providers have their own privacy policies and security measures. We require them to handle data in accordance with applicable privacy law.

5. Sharing of Information

We do not sell your personal information. We share data only:

• With third-party processors as described above
• To comply with legal obligations (court orders, regulatory requests)
• With your explicit consent

6. Customer Phone Numbers and Call Recordings

The SAM (AI Receptionist) feature records incoming phone calls for AI processing. Australian privacy law requires that:

• Callers be informed that their call may be recorded
• The recordings are used for the stated purpose (call handling, summary generation)
• Recordings are not used for other purposes without consent

Your workshop is responsible for informing callers that calls to your SAM number may be recorded.

7. Data Security

We use industry-standard security measures including:

• Encrypted connections (HTTPS) for all data transfer
• Encrypted storage of sensitive data
• Access controls and authentication
• Regular security reviews

No system is completely secure. If we discover a data breach affecting your personal information, we will notify you in accordance with the Notifiable Data Breaches scheme.

8. Your Rights

Under Australian privacy law, you have the right to:

• Access the personal information we hold about you
• Request corrections to inaccurate information
• Request deletion of your data (subject to legal retention requirements)
• Opt out of marketing communications
• Make a complaint about how we handle your data

To exercise these rights, contact us at hello@shopcommand.com.au.

9. Data Retention

We retain your data:

• For the duration of your active subscription
• For 30 days after account closure (recovery window)
• For longer periods where required by law (e.g. tax and accounting records)

10. Cookies and Tracking

We use cookies and similar technologies for:

• Essential platform functionality (authentication sessions)
• Performance monitoring
• Anonymous usage analytics

We do not use third-party advertising cookies.

11. International Data Transfer

Some of our third-party providers may store data outside Australia. We ensure these transfers comply with applicable privacy law.

12. Children

Our platform is intended for business use only. We do not knowingly collect data from children under 18.

13. Changes to This Policy

We may update this policy. Material changes will be notified by email.

14. Complaints

If you have a complaint about how we handle your data:

1. Contact us first at hello@shopcommand.com.au
2. If unresolved, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au

15. Contact

For privacy questions: