1. Who we are
This Privacy Policy applies to AirTouch products and services provided by Polyaire Pty Ltd (ACN 007 673 690) trading as AirTouch (AirTouch, we, us, our). It explains how we collect, use, disclose and protect personal information when you use AirTouch consoles, the AirTouch mobile application, and related cloud services.
AirTouch services are not directed to children under 16. We do not knowingly collect personal information from children. If you believe a child’s information has been provided to us, contact us at privacy@airtouch.net.au and we will take reasonable steps to delete it.
2. What is personal information?
Personal information means information or an opinion about an identified individual, or an individual who is reasonably identifiable. This can include information such as your name, email address, address, and technical identifiers that can be linked to you (such as an internal user identifier, device identifiers, or IP address).
3. What information we collect
| Category | Examples |
| Account and contact information | Name, email address, and address. |
| Account-device linking | Console identifiers linked to your Account (we do not retain a history of prior linkages). |
| Location information | Address you provide when setting up a location, and device location data used for geofencing features (if you enable location permissions). We do not store continuous location history. |
| Technical and usage information | Device identifiers, session identifiers, app/console version, diagnostic logs, performance metrics, and IP address. |
| Support information | Support requests and correspondence, including emails and any attachments you provide through our support channels. |
| Camera integration information | Camera identifiers and related event metadata required to provide camera features. Recordings are stored on camera local storage (such as SD card) or, if you opt in, via our third-party camera cloud service provider. |
4. How we collect information
- Directly from you when you create an Account, use the Mobile App, contact support, or otherwise interact with us.
- Automatically from your devices and the AirTouch services (for example diagnostic logs, performance metrics, and IP address).
- From installers/resellers where relevant to fulfil warranties or support (trade channel context).
5. Why we collect and use information
We collect personal information only where it is reasonably necessary for one or more of our functions or activities. We collect and use personal information to:- Provide and operate AirTouch services, including Account functionality and cloud features such as remote control, notifications and geofencing;
- Authenticate users and secure accounts and devices;
- Maintain, troubleshoot, and improve service reliability and performance;
- Provide customer support and handle warranty/support requests;
- Communicate with you, including service-related communications.
6. Marketing communications
If we send you marketing communications, you can opt out at any time using the in-app marketing preference controls or the unsubscribe link in the communication. Service-related communications (for example security or important operational notices) may still be sent where necessary.7. Analytics, diagnostics and performance monitoring
We use diagnostics, telemetry and performance monitoring to operate, secure and improve AirTouch. Where practicable, we take steps to minimise personal information in telemetry (for example, using an internal user identifier where possible). Some operational logs may temporarily include identifiers (such as email address, IP address, or device identifiers) where necessary for troubleshooting, security and fraud prevention. Some AirTouch features perform automated processing based on rules you configure (for example schedules, geofencing triggers and device event rules). These automations are intended to operate the service as configured and are not used to make decisions that would reasonably be expected to significantly affect your rights or interests.7.1 Website and portal cookies
Our public website and web portal use cookies and similar technologies to operate the sites, remember preferences, and understand how the sites are used. We use analytics tools to understand website and portal usage (for example page views and device/browser type). Where practicable, we configure analytics to reduce or avoid direct identifiers. We do not use cookies for interest-based advertising, and we do not knowingly use cookies to track you across third-party websites. You can manage cookies through your browser settings. Some cookies are required for the website or portal to function (for example, keeping you signed in), so disabling cookies may affect functionality. For the web portal, authentication cookies are used to maintain your session and secure access.8. Disclosure of personal information
We may disclose personal information to service providers who process information on our behalf to operate AirTouch. We require service providers to protect personal information and only use it for the services they provide to us.- We may disclose personal information where required or authorised by law, or to respond to lawful requests by regulators, law enforcement, or courts.
- We may disclose personal information to prevent or investigate suspected fraud, security incidents, or unlawful activity.
- We may disclose personal information to advisers and prospective purchasers in connection with a merger, acquisition, restructure, or sale of assets, subject to confidentiality protections.
9. Key service providers and locations
Our primary service providers include:| Service provider | Purpose | Typical location(s) |
| Amazon Web Services (AWS) | Hosting of our cloud services and databases. | ap-southeast-2 (Sydney) |
| Datadog (US5) | Application logs and performance monitoring. | United States (US5 region) |
| Firebase (Google) | Crash reporting and/or analytics services used by our apps. | Global |
| Third-party camera service provider | Camera services used to enable camera-related features. | AWS Singapore |
| Support platform provider | Support ticketing and support correspondence. | Australia |
| Apple (APNS) | Push notification delivery | Global |
| Google (Firebase Cloud Messaging) | Push notification delivery | Global |
10. Overseas disclosures
Some of our service providers are located outside Australia and New Zealand or may process information outside those countries (for example Datadog in the United States, Firebase which may process globally, and camera service provider hosted in Singapore). Where we disclose personal information overseas, we take reasonable steps to ensure comparable safeguards apply through contractual and operational controls.11. Security of personal information
We take reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure. This includes access controls and encryption at rest for our AWS services, and encryption in transit for communications where supported. No method of transmission or storage is completely secure. If you believe your account or devices have been compromised, contact us at security@airtouch.net.au.11.1 Data breach notification
If we become aware of an eligible data breach involving personal information that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required under Part IIIC of the Privacy Act 1988 (Cth). We will take reasonable steps to contain the breach, assess its scope, and notify as soon as practicable, including information about what happened, what kinds of information were involved, and steps you can take in response.12. Retention and deletion
We retain personal information only as long as reasonably necessary for the purposes described in this policy, unless a longer period is required or permitted by law.- Analytics: retained for up to 24 months. Operational logs/telemetry may be retained for shorter periods depending on system and purpose.
- Warranty and support records (including support tickets and attachments): retained for up to 7 years.
- Backups: where applicable, deleted data may persist in backups for up to 14 days.
13. Access and correction
You may request access to, or correction of, personal information we hold about you. We may need to verify your identity before processing your request. You may also request a copy of the personal information we hold about you. Where practicable, we will provide it in a commonly used electronic format. Verification approach (summary):- If you have access to your Account: we may ask you to submit the request while signed in and confirm via an email challenge to your account email.
- If you do not have access to your Account: we may ask for additional information to verify identity (for example, console identifier and other account-related details).
