Privacy Policy
The Touch Up Guys Pty Ltd ABN 50 624 476 802 · Last updated 12/11/2026
1. About this policy
This policy explains how The Touch Up Guys Pty Ltd ABN 50 624 476 802 (Touch Up Guys, we, us) collects, uses, shares and protects personal information. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
It applies to:
- our website, touchupguys.com.au, and its quote and enquiry forms
- our enquiry and lead management systems, including calls to our 1300 number
- TouchPoint, the app used by our operators (see section 7)
- our dealings with customers, operators (franchisees) and suppliers
Touch Up Guys operates as a franchise network. Each operator is an independent business that carries out the repair work. When you book a repair, both Touch Up Guys and the operator handle your information, and each is responsible for its own handling of it.
2. Information we collect
We collect only what we need to quote, book, carry out and bill repairs, and to run our network.
| Who | What we collect | How |
|---|---|---|
| Customers | Name, phone, email, address, suburb and postcode; vehicle registration, VIN, make, model, year and colour; photos and voice notes describing the damage; quotes, invoices and payment amounts; messages; recordings and transcripts of calls to our 1300 number | Website forms, phone calls, email, SMS, and from your operator |
| Operators | Name, business name, contact details, Google account details, service areas, job and payment records | Onboarding, our systems and the TouchPoint app |
| Website visitors | IP address, browser and device type, pages visited, referring site and ad click details | Cookies and similar tools (see section 8) |
| Suppliers, commercial clients and job applicants | Contact and business details, applications, and business details published online | Directly from you, and public web pages |
We do not ask for sensitive information, such as health information. Please do not include it in forms or messages. Card payments are processed by Square; we do not see or store full card numbers.
Calls to our 1300 number are recorded and transcribed, and the greeting tells you this at the start of each call. We use recordings and transcripts to route and record your job, train our team, check quality and resolve disputes.
You can deal with us without identifying yourself where that is practical, but we cannot quote or book a repair without your contact and vehicle details.
3. How we use information
We use personal information to:
- respond to enquiries, check that damage is repairable and prepare quotes
- allocate your job to the operator who services your area
- book, carry out, invoice and take payment for repairs
- contact you about your job, including by SMS and email
- support, pay and manage our operators
- run, secure and improve our website and systems
- run and measure our advertising
- meet our legal, tax and insurance obligations and handle complaints
We will only send marketing with your consent, and every marketing message lets you opt out. We do not sell or rent personal information.
4. Sharing and disclosure
We share personal information only for the purposes in section 3:
- Operators: your details go to the operator who services your area so they can contact you, quote and do the work.
- Service providers: businesses that host, run, support or secure our systems, listed below. They may use the information only to provide their service to us.
- Professional advisers and insurers, where needed to manage claims, disputes or our business.
- Law enforcement, regulators and courts, where the law requires or allows it.
- A buyer or successor, if all or part of our business is sold or restructured.
| Provider | What they do for us |
|---|---|
| Google (Workspace, Cloud, Gemini and Vertex AI) | Email, documents, operator sign-in, data storage and AI processing (section 5) |
| Firebase (Google) | App push notifications |
| Vercel | Hosts our web applications and servers |
| VentraIP | Hosts our website |
| Square | Card payments |
| Google Ads | Advertising and conversion measurement |
| Anthropic (Claude) | Standardises vehicle details and analyses advertising data |
| OpenAI | Analyses advertising performance |
| Telcode | Routes, records and transcribes calls to our 1300 number |
| Our IT and application support providers | Support, maintain and secure our systems under confidentiality obligations |
5. Artificial intelligence and automated decisions
We use paid AI services from Google (Gemini), Anthropic (Claude) and OpenAI in our website, job management and marketing systems. These services run outside Australia, so information sent to them is likely to leave Australia (section 6). A person reviews AI results before they affect a customer's job.
Where we use AI
| Use | Information involved | Provider |
|---|---|---|
| Checking that damage in your photos looks repairable, and suggesting services | Photos of your vehicle damage | Google Gemini |
| Transcribing voice notes you send describing the damage | Your voice note | Google Gemini |
| Copying name, phone, email and registration from enquiry emails, SMS and notes into a job record | The enquiry's content | Google Gemini |
| Reading the VIN from vehicle photos and standardising make and model | Vehicle photos and details | Google Gemini, Anthropic Claude |
| Analysing advertising performance and researching competitors and commercial clients from public web pages | Ad performance data; business details published online | Google Gemini, Anthropic Claude, OpenAI |
Some AI uses involve no personal information, such as writing suburb pages and marketing content, generating images, writing image descriptions and analysing website tests.
Training on your data. We use paid versions of all these services. Under their commercial terms, the providers do not use our data to train or improve their models.
Human review. AI output can be wrong. An operator reviews every lead, including any AI damage check, before quoting. AI does not set prices, approve refunds or decline jobs on its own.
Automated decisions
Some decisions are made or supported by our software:
| Decision | Information used | How it is made |
|---|---|---|
| Which operator receives a new enquiry or call | Your postcode or suburb, the service requested, operator service areas and availability, and a rotation between operators who share an area | Our software alone |
| Whether damage looks repairable and which services to suggest | Your damage photos and voice note | Gemini suggests; an operator reviews every lead |
If you think an automated or AI-supported decision has affected you unfairly, contact us (section 10) and a person will review it.
6. Overseas disclosure and where data is stored
Your information is likely to be stored or processed outside Australia. None of the services below is set up to keep data only in Australia, and our AI providers process data mainly in the United States.
| Provider | Countries where data is likely to be processed |
|---|---|
| Vercel, Firebase | Australia and the United States |
| Google Workspace and Gemini | The United States and other countries where Google or its agents have facilities |
| Anthropic, OpenAI | The United States and other countries where they operate |
Before sending information overseas, we take reasonable steps to make sure the recipient handles it consistently with the Australian Privacy Principles. These include contracts with data protection terms, encryption in transit and access controls. We remain accountable under the Privacy Act for how overseas providers handle the information we give them.
7. TouchPoint operator app
This section covers TouchPoint, our operator app, and adds to the rest of this policy.
TouchPoint is for Touch Up Guys operators only. Operators use it to manage leads, enquiries, quotes, invoices and job photos. Members of the public cannot sign up: head office creates each operator account, and operators sign in with their Touch Up Guys Google account.
Information the app collects
| Information | Whose | Where it comes from |
|---|---|---|
| Name, email address and Google account ID | Operator | Google sign-in |
| Name, phone, email, suburb and postcode | Customer | Entered by the operator |
| Vehicle details (registration, make, model, year, colour) | Customer | Entered by the operator |
| Job photos | Customer vehicle | Taken or chosen by the operator |
| Quotes, invoices, payment amounts and payment method | Customer | Entered by the operator |
| Notes and search text | Operator | Typed in the app |
| Push notification token | Operator's device | The device, through Firebase |
| App version | Operator's device | The app |
The app does not read the device's location, contacts, messages or calendar. It accesses the camera and photo library only when the operator chooses to add a job photo. It does not collect card numbers: card payments are taken in the separate Square Point of Sale app. The app contains no advertising or analytics tracking.
How we use it
We use this information only to run the app:
- to sign operators in and keep their account secure
- to show operators their leads, enquiries, quotes and invoices
- to prepare and send quotes and invoices to customers
- to send operators notifications about new leads and jobs
- to make sure operators are using a supported version of the app
Information entered in the app is stored in our systems and may be used by the AI features described in section 5. We do not sell it or use it for advertising.
Service providers
The app relies on Google for operator sign-in, Firebase (Google) for push notifications, Vercel to host our servers, and Square for card payments through the Square Point of Sale app. These providers may store data outside Australia (section 6).
Storage, security and retention
All information passes between the app and our servers over an encrypted connection (HTTPS). The operator's sign-in is kept in the device's secure storage, and each sign-in session lasts up to 7 days.
We keep information while the operator account is active. After an account is closed, sign-in sessions and push notification tokens are deleted. Business records (quotes, invoices and payments) are kept for 7 years, then deleted.
Requesting account and data deletion
Head office sets up operator accounts, so head office handles deletion too. To ask for your TouchPoint account and personal information to be deleted:
- Email info@touchupguys.com.au from the email address you use to sign in to the app.
- Use the subject "TouchPoint: delete my account".
- Include your name and business name.
We will confirm by email and complete the request within 30 days. We will:
- remove your access to the app and delete your sign-in sessions and push notification tokens
- delete your personal details from your operator account
- keep business records (quotes, invoices and payments) for 7 years for tax and legal purposes, then delete them
Customers whose details were entered in the app can ask for their information to be deleted by contacting us (section 10).
8. Cookies, analytics and advertising
Our website uses cookies and similar tools to make it work, understand how it is used and measure our advertising. This includes Google Ads conversion tracking and may include remarketing, which shows our ads to people who have visited our site.
You can block or delete cookies in your browser settings, though some parts of the site may not work properly. You can manage Google ad personalisation at adssettings.google.com. The TouchPoint app does not use advertising or analytics tracking.
9. Security and retention
We protect personal information with encryption in transit, multi-factor authentication and passkeys for staff and operator accounts, role-based access, security monitoring and regular review of who has access. No system is completely secure. If a data breach is likely to cause you serious harm, we will notify you and the Office of the Australian Information Commissioner (OAIC) as the Notifiable Data Breaches scheme requires.
| Information | How long we keep it |
|---|---|
| Quotes, invoices and payment records | 7 years |
| Enquiries that did not become a job | 2 years |
| Job photos | 7 years |
| Operator account details | While the account is active, then as set out in section 7 |
When we no longer need information, we delete it or de-identify it.
10. Your rights, complaints and contact
Access and correction. You can ask to see the personal information we hold about you and ask us to correct it. We will respond within 30 days. If we refuse, we will tell you why in writing.
Deletion. You can ask us to delete your information. We will do so unless we must keep it by law, for example tax records. Operators can follow the steps in section 7.
Marketing. You can opt out of marketing at any time using the unsubscribe link or by contacting us.
Complaints. Send privacy complaints to the contact below. We will acknowledge your complaint within 7 days and aim to resolve it within 30 days. If you are not satisfied, you can complain to the OAIC at oaic.gov.au or on 1300 363 992.
Children. Our services are not directed at people under 18, and we do not knowingly collect their information.
Changes. We may update this policy. The current version is always on our website, with its date below.
Contact us
- Privacy Officer, The Touch Up Guys Pty Ltd
- Email: info@touchupguys.com.au
- Phone: 1300 558 814
This policy was last updated on 12/11/2026.