Privacy Policy
Last updated: 20 November 2025
1. Who We Are
This Privacy Policy explains how Symplex Digital ("Symplex Digital", "we", "us", or "our") collects, uses, discloses and protects personal information in connection with our website symplexdigital.com, our AI chatbot and automation services, and any related tools, software, or platforms (collectively, the "Services").
Business name: Symplex Digital
Address: 181 A'Beckett Street, Melbourne, VIC 3000, Australia
Contact email: [email protected]
Website: https://symplexdigital.com
We primarily operate under the laws of Victoria, Australia, but we also serve customers internationally, including residents of the EU/EEA, the UK, and California (USA). This Policy is intended to align with major privacy frameworks including the GDPR and CCPA/CPRA.
By using our Services, you agree to the practices described in this Privacy Policy.
2. Scope
This Policy applies to personal information we collect when you:
Visit or use our website or landing pages
Use or access our AI chatbots, AI review management tools, or automation solutions
Communicate with us (e.g. via email or forms)
Are a contact of one of our customers whose data is processed through our Services
This Policy does not cover third-party websites or services that are not under our control.
3. Information We Collect
We collect the following categories of information:
3.1 Information You Provide To Us
Account and Contact Information
Name
Email address
Phone number
Company name
Job title or role
Business and Project Information
Details about your business (e.g. industry, services, target customers)
Requirements for chatbots, review management, or automations
User Input and AI Content
Prompts, messages, conversations and other text you submit to or through our AI tools
Files, documents, data and other content you upload or connect for use with our Services
Billing and Payment Information
Billing name, address and contact details
Payment information (e.g. last four digits of card)
Note: full card details are typically processed and stored by our payment processors (such as Stripe), not by us directly.
Marketing and Communication Preferences
Newsletter subscriptions and preferences
Information submitted via contact forms or "request a demo" forms
We do not intentionally collect sensitive information such as health data, government IDs, or biometric data. If you choose to provide such data, it will be processed only as necessary to provide the Services and you remain responsible for ensuring you have a lawful basis to share it with us.
3.2 Information Collected Automatically
When you use our website or Services, we automatically collect:
Usage Data
Pages visited, links clicked, features used
Time and duration of visits
Referring URLs
Technical Data
IP address
Browser type and version
Device type, operating system
Cookies and Similar Technologies
We use cookies and similar technologies to:
Keep you logged in and secure (essential cookies)
Understand usage and performance (analytics cookies)
Support marketing and improvement of our Services
You can manage cookies through your browser settings, but turning off some cookies may affect functionality.
3.3 Information We Process On Behalf Of Clients
Our clients may use our Services to process personal information about their own customers (for example, customers interacting with a chatbot or review automation). In such cases, we act as a processor/service provider and process that data only according to our client’s instructions and this Policy. Our clients are responsible for ensuring they have a lawful basis to process such data.
We do not knowingly provide our Services to children. The Services are intended for adults and business users (18+) only.
4. How We Use Your Information
We use personal information for the following purposes:
Providing and Operating the Services
Delivering, configuring and maintaining AI chatbots, AI review management and automation solutions
Creating and managing user accounts
Processing transactions, invoices and payments
Customer Support and Communication
Responding to your enquiries and support requests
Sending important administrative or service-related notices
Analytics and Service Improvement
Monitoring usage and performance of our Services
Fixing bugs and improving features
Developing new products and functionalities
AI Model Improvement (Training and Fine-Tuning)
Using user inputs, conversation logs and related data to train, fine-tune and improve our AI models and workflows
This is done on an anonymous or aggregated basis where practical
You may request that we do not use your data for such improvement (see Section 10)
Security and Abuse Prevention
Detecting, preventing and responding to fraud, abuse, security incidents and technical issues
Marketing and Business Development
Sending you marketing communications where permitted by law
Informing you about features, offers, events and content we think may be relevant
You can opt out of marketing at any time (see Section 10)
Legal and Compliance
Complying with applicable laws and regulations
Enforcing our Terms of Service and other agreements
Protecting our rights, privacy, safety or property, and that of our users or others
Where required by law (e.g. under the GDPR), we process personal data on the following legal bases: performance of a contract, legitimate interests, consent, and compliance with legal obligations.
5. AI Services, Training And Automated Decision-Making
5.1 AI Providers
In delivering our AI features, we use third-party AI providers such as:
OpenAI (ChatGPT)
Anthropic (Claude)
xAI (Grok)
Twilio and GoHighLevel where AI or messaging features are involved
User content and prompts may be transmitted to these providers for the purpose of generating outputs and improving our Services, in line with their respective terms and privacy practices.
5.2 Use Of Data For Model Improvement
We may use conversation logs, prompts and related data to:
Improve the performance and reliability of our AI-based tools
Develop better templates, workflows and automations
Enhance detection of misuse or abuse
We aim to use data on an anonymous or aggregated basis where reasonably possible.
You may request that your data is not used for training or improvement by contacting us at [email protected] or using any in-app settings we provide. This may limit certain features or performance in some cases.
5.3 Automated Decision-Making
Some outputs from our AI tools may involve automated analysis, scoring or recommendations (for example, lead scoring, suggested replies, or routing logic). These are intended as support tools only, and not as final decisions about individuals.
AI outputs may be incorrect, incomplete or outdated
AI outputs are not legal, medical, financial or other regulated professional advice
You and your organisation remain responsible for reviewing and validating AI outputs before relying on them or applying them to real-world decisions
6. How We Share Your Information
We do not sell your personal information.
We may share personal information with:
Service Providers and Subprocessors
Cloud hosting and infrastructure providers
Payment processors (e.g. Stripe)
CRM and marketing platforms (e.g. GoHighLevel)
Communications providers (e.g. Twilio)
AI providers (OpenAI, Anthropic, etc.) used to power our Services
Business Partners or Contractors
Where necessary to deliver a specific project or integration
Under appropriate confidentiality and data protection obligations
Analytics and Performance Tools
For understanding usage and improving our Services
Legal and Safety
Where required to comply with applicable law, regulation or legal process
To protect the rights, property or safety of Symplex Digital, our users or others
In the event of a business transaction (such as a merger, acquisition, or sale of assets), personal information may be transferred as part of that deal, subject to continued protection consistent with this Policy.
7. International Data Transfers
Our primary operations are in Australia, but many of our service providers operate globally (including in the United States and other countries). This means your data may be stored or processed outside your country of residence.
Where required by law, we take steps to ensure that international transfers are subject to appropriate safeguards, such as:
Standard Contractual Clauses (SCCs) for EU/UK data
Contractual and technical measures to protect data at rest and in transit
By using our Services, you understand that your information may be transferred to countries that may not have the same level of data protection as your home jurisdiction.
8. Data Retention
We generally keep personal information for as long as it is needed for the purposes described in this Policy, which usually means:
For as long as your account or business relationship with us is active
For as long as reasonably necessary to provide Services to you or our client
For as long as required by legal, tax, accounting or regulatory obligations
In many cases, this will effectively be until you request deletion or until we no longer need the data for the relevant purpose. We may retain logs and backups for a limited additional period for security, continuity and compliance.
When we no longer need personal information, we will delete or anonymise it.
9. Security
We use reasonable technical and organisational measures to protect personal information, including:
Encryption in transit (HTTPS/TLS)
Secure infrastructure and reputable cloud providers
Access controls and role-based permissions
Limited staff access to personal data on a need-to-know basis
Internal policies and contractual confidentiality obligations
However, no system can be guaranteed to be completely secure. You are responsible for keeping your account credentials safe and notifying us promptly if you suspect any unauthorised access.
10. Your Rights
Depending on where you live, you may have the following rights regarding your personal data:
Access – Request a copy of your personal data
Rectification – Request correction of inaccurate or incomplete data
Erasure – Request deletion of your data (subject to legal obligations)
Restriction – Request restriction of processing in certain circumstances
Portability – Request a structured, machine-readable copy of certain data
Objection – Object to processing based on legitimate interests, including direct marketing
Withdraw Consent – Where processing is based on consent, withdraw that consent at any time
Opt-Out Of Training Use – Request that your data not be used for training or improving our AI models
Lodge A Complaint – With your local data protection authority if you believe your rights have been infringed
California Privacy Rights
If you are a California resident, you may also have additional rights under the CCPA/CPRA, including:
The right to know what personal information we collect, use and disclose
The right to request deletion of your personal information
The right to correct inaccurate information
The right to opt out of certain "sharing" for cross-context behavioral advertising
We do not sell personal information as that term is defined by the CCPA/CPRA.
How To Exercise Your Rights
To exercise any of these rights, please contact us at:
Email: [email protected]
Subject line suggestion: "Privacy Request – Symplex Digital"
We may need to verify your identity before acting on your request.
11. Children’s Privacy
Our Services are intended for adults and business users aged 18 or over. We do not knowingly collect personal information from children. If we learn that we have collected personal information from a child, we will delete it as soon as reasonably possible.
12. Changes To This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technologies, legal requirements or for other reasons.
We will post the updated Policy on symplexdigital.com with an updated "Last updated" date. Where required by law, we may provide additional notice. Your continued use of the Services after the effective date of any changes will constitute your acceptance of the updated Policy.
13. Contact Us
If you have any questions, concerns or requests about this Privacy Policy or our data practices, please contact:
Privacy Contact: Tony Thaung
Email: [email protected]
Postal address: 181 A'Beckett Street, Melbourne, VIC 3000, Australia