AirTouch Privacy Policy
Polyaire Pty Ltd (ACN 007 673 690) trading as AirTouch
1. Who We Are
1.1 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, AirTouch Secure devices, and related cloud services.
1.2 AirTouch services are not directed to children under 16 (or such other age as applicable law in your jurisdiction may specify). We do not knowingly collect personal information from children. Where a lower age threshold applies under applicable law, we will comply with the requirements of that law. 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?
2.1 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).
2.2 Information that has been anonymised, de-identified, or aggregated so that it can no longer reasonably identify you is not personal information and is not subject to this Privacy Policy.
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
4.1 We collect information:
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- 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 and resellers where relevant to fulfil warranties or support (trade channel context); and
- through device permissions you grant to the AirTouch mobile app.
4.2 Depending on features you use, we may request permissions for location (geofencing), notifications (alerts), camera (QR code scanning during setup), microphone (voice features, if enabled), Bluetooth (device pairing/connection, if applicable), and local storage (for local app functions). You can control permissions in your device settings; if you decline a permission, the related feature may not work.
5. Why We Collect and Use Information
5.1 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:
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- 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; and
- comply with our legal obligations.
5.2 We do not sell personal information. If this practice changes, we will update this Privacy Policy and, where required by applicable law, obtain your consent before doing so.
5.3 We do not use your personal information for third-party advertising tracking.
6. Anonymised and Aggregated Data
6.1 We may create anonymised, de-identified, or aggregated data from personal information by removing identifiers that could reasonably be used to identify you. Such data is not personal information.
6.2 We may use, disclose, and retain anonymised and aggregated data for any lawful purpose, including analytics, benchmarking, product improvement, product development, research, machine learning, and commercial purposes, without restriction or obligation to you.
7. Marketing Communications
7.1 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.
8. Analytics, Diagnostics, and Performance Monitoring
8.1 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.
8.2 Some AirTouch features perform automated processing based on rules you configure (for example, schedules, geofencing triggers, and device event rules). These automations operate based on rules you configure. You are responsible for configuring these features appropriately for your circumstances. We are not liable for any loss arising from automated actions that operate as configured.
8.3 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.
9. Disclosure of Personal Information
9.1 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.
9.2 We may also disclose personal information:
- where required or authorised by law, or to respond to lawful requests by regulators, law enforcement, or courts;
- to prevent or investigate suspected fraud, security incidents, or unlawful activity;
- to advisers and prospective purchasers in connection with a merger, acquisition, restructure, or sale of assets, subject to confidentiality protections.
9.3 If you invite additional users to a location, we will share relevant device/location information with those authorised users.
9.4 If you connect AirTouch to third-party platforms (such as Google Home, Amazon Alexa, or Apple Home), we share only the information reasonably necessary to provide the requested integration. We do not share your personal information with third-party platforms for their independent marketing or advertising purposes. Those platforms may collect and process information in accordance with their own privacy policies. We are not responsible for the privacy practices of third-party platforms and encourage you to review their privacy policies.
10. Key Service Providers and Locations
10.1 Our primary service providers include cloud hosting providers, application monitoring and logging providers, analytics and crash reporting services, push notification services, camera service providers, and support platform providers.
10.2 A current list of key service providers and their typical locations is available at [URL] and may be updated from time to time. Our primary cloud hosting is currently located in the Asia-Pacific region (Australia).
10.3 We may use different providers for the same purpose over time. If we engage additional providers that materially change how we handle personal information, we will update this Privacy Policy.
11. Overseas Disclosures
11.1 Some of our service providers are located outside Australia and New Zealand or may process information outside those countries. Where we disclose personal information overseas, we take reasonable steps to ensure comparable safeguards apply through contractual and operational controls.
11.2 Personal information may be processed in the United States, Singapore, and other locations where our service providers operate. Details of current provider locations are available at [URL].
12. Security of Personal Information
12.1 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 cloud services, and encryption in transit for communications where supported.
12.2 No security measures are completely effective. While we take reasonable steps to protect personal information, to the maximum extent permitted by law, we are not liable for unauthorised access, use, or disclosure of personal information resulting from events beyond our reasonable control, including sophisticated cyber attacks, zero-day exploits, or third-party service provider security incidents.
12.3 If you believe your account or devices have been compromised, contact us at security@airtouch.net.au.
12.4 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 comply with our obligations under the Privacy Act 1988 (Cth), including notifying affected individuals and the Office of the Australian Information Commissioner (OAIC) within the timeframes required by law. We will take reasonable steps to contain the breach and assess its scope.
13. Retention and Deletion
13.1 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.
13.2 Indicative retention periods:
- Analytics data: retained for up to 24 months. Operational logs and 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: deleted data may persist in backups for a limited period (currently up to approximately 14 days) in accordance with our backup and disaster recovery practices.
13.3 You may delete your account at any time through the AirTouch mobile app. Account deletion can also be requested by contacting privacy@airtouch.net.au. When you delete your account, we delete account records from our primary databases, subject to the retention and backup practices described above. Some information may remain in third-party systems for limited periods in line with their retention practices.
14. Access, Correction, and Data Portability
14.1 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.
14.2 We will respond to access and correction requests within 30 days of receiving a complete request, or within such other timeframe as required by applicable law.
14.3 You may also request a copy of the personal information we hold about you. Where practicable, we will provide it in a structured, commonly used, machine-readable electronic format.
14.4 Verification approach:
- 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 your identity (for example, console identifier and other account-related details).
14.5 Where required by applicable law, and on request, we will provide your personal information in a structured, commonly used, machine-readable format to facilitate data portability.
15. New Zealand
15.1 Where we process personal information of individuals in New Zealand, we comply with the Privacy Act 2020 (NZ) and the Information Privacy Principles, in addition to our obligations under Australian law.
15.2 New Zealand individuals may exercise their rights under the Privacy Act 2020 (NZ) by contacting us using the details in clause 18.
16. Complaints
16.1 If you have a complaint about how we handle personal information, please contact us first and we will investigate and respond.
16.2 If you are not satisfied with our response, you may contact:
- In Australia: the Office of the Australian Information Commissioner (OAIC).
- In New Zealand: the Office of the Privacy Commissioner.
17. Changes to This Policy
17.1 We may update this Privacy Policy from time to time by publishing the updated version on our website and/or within the Mobile App. The updated policy will apply from its effective date.
17.2 If we make material changes to this Privacy Policy that adversely affect your rights, we will provide notice through the Mobile App, our website, or other reasonable channels.
17.3 Continued use of AirTouch services after an update to this Privacy Policy constitutes acceptance of the updated policy.
18. Contact Us
Privacy requests and complaints: privacy@airtouch.net.au
Security incidents and vulnerability reports: security@airtouch.net.au