Privacy Policy

Last updated: 14 May 2026

1. Who we are

Bot Factory provides chatbot setup, lead qualification and website enquiry automation services for small and medium businesses in Australia.

In this Privacy Policy, “Bot Factory”, “we”, “us” and “our” refers to Bot Factory. “You” refers to visitors to our website, clients, prospective clients, and people who submit information through a chatbot or online form.

2. Information we may collect

We may collect information that you voluntarily provide through our website, chatbot, forms, email, phone calls, booking links or other enquiry channels. This may include:

• name;
• email address;
• phone number;
• business name;
• location or service area;
• details about the service or project you are enquiring about;
• preferred contact times;
• chat messages or conversation history;
• information submitted through booking forms, quote forms or lead qualification questions;
• basic website analytics information, such as pages visited, device type, browser type and general interaction data.

We aim to collect only the information reasonably needed to respond to enquiries, qualify leads, provide services and improve our website or chatbot systems.

3. How we use information

We may use collected information to:

• respond to enquiries;
• qualify and organise leads;
• send enquiry details to a client, CRM, email inbox, spreadsheet or nominated business system;
• set up, test, improve and maintain chatbot systems;
• provide customer support;
• manage bookings or demo requests;
• improve website performance and user experience;
• meet legal, security and operational requirements.

We do not sell customer enquiry data.

4. Where information may be stored

Information submitted through our website or chatbot may be stored or processed using trusted third-party platforms that help us operate the service. These may include, depending on the project setup:

• Tidio or other chatbot platforms;
• Google Sheets or Google Workspace tools;
• Zapier or automation tools;
• HubSpot or other CRM systems;
• Base44 or client dashboard tools;
• Calendly or booking tools;
• website hosting providers;
• email and notification services;
• analytics tools such as Google Analytics.

These platforms may store or process information on servers located in Australia or overseas, depending on the provider’s own infrastructure and settings.

5. Who can access information

Access to enquiry information is limited to people or systems reasonably required to operate, manage or respond to the enquiry. This may include:

• Bot Factory personnel involved in setup, testing, support or maintenance;
• the business client receiving the enquiry;
• authorised users of the client’s CRM, email inbox, spreadsheet or dashboard;
• third-party software providers used to process or store the information.

For client projects, the client remains responsible for deciding who within their own business can access their enquiry data after it has been delivered to their nominated systems.

6. Chatbot conversations

If you interact with a chatbot installed by Bot Factory, your messages may be recorded so the enquiry can be reviewed, followed up, classified and improved. Chat history may be visible to Bot Factory during setup, testing, troubleshooting or ongoing support, and to the business that owns the website or chatbot.

Chatbots are intended to collect relevant enquiry information and assist with basic lead qualification. They are not intended to provide legal, financial, medical, engineering, council approval, building compliance or other regulated professional advice unless specifically approved wording has been supplied by the relevant business and reviewed for that purpose.

7. Security measures

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. Measures may include:

• using password-protected platforms;
• restricting access to authorised users only;
• using HTTPS-secured website integrations where available;
• using established third-party software providers;
• limiting the information collected to what is needed for the enquiry or service;
• reviewing chatbot flows to reduce unnecessary collection of sensitive information.

No online system can be guaranteed to be completely secure. Clients are responsible for maintaining secure passwords, account permissions and access controls for their own systems.

8. Sharing information

We may share information where necessary to operate our services, including with clients, software providers, hosting providers, automation platforms, CRM systems, email systems, analytics providers, professional advisers or where required by law.

We do not sell personal information or customer enquiry data to third parties.

9. Cookies and analytics

Our website may use cookies, analytics tags or similar technologies to understand website traffic, improve the user experience and measure marketing performance. These tools may collect general information such as device type, browser type, pages visited and interactions with the website.

You can usually adjust your browser settings to block or delete cookies. Some website features may not work properly if cookies are disabled.

10. Retention of information

We retain information for as long as reasonably needed to provide services, manage enquiries, support clients, comply with legal obligations, resolve disputes and maintain business records.

For client chatbot projects, retention periods may also depend on the client’s own CRM, spreadsheet, email, chatbot or business system settings.

11. Accessing or correcting your information

You may contact us to request access to personal information we hold about you, or to ask us to correct information that is inaccurate, outdated or incomplete.

If your information was submitted through a chatbot on a client’s website, we may need to refer your request to that business if they are the primary owner or controller of the enquiry data.

12. Third-party websites and platforms

Our website and chatbot systems may link to or integrate with third-party platforms. We are not responsible for the privacy practices, security settings or content of those third-party platforms. You should review their privacy policies if you want to understand how they handle your information.

13. Children’s privacy

Our services are intended for business and general enquiry purposes. We do not knowingly collect personal information from children for marketing or chatbot lead qualification purposes.

14. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, technology, legal requirements or business practices. The updated version will be published on this page with a revised “Last updated” date.