Privacy Policy

1. Who we are and how to contact us

Scar Media Group operates scarmediagroup.com and provides digital services, including websites, automation, social media management and technical support. This policy covers personal information handled through our website, enquiries, bookings and business relationships.

For privacy questions, requests or complaints, use our website contact form and mark your message “Privacy enquiry”. You can also use an existing email or telephone contact you have for us.

This policy uses the Australian Privacy Principles as its framework. Any rights or obligations under privacy law depend on the circumstances and the laws that apply.

2. Information we collect

The information we collect depends on how you interact with us. It may include:

• Your name, email address, telephone number, business name and contact details.
• Messages, enquiry details, chat conversations, booking information and information you choose to share.
• Project requirements, correspondence, support records and information needed to provide services or manage a customer relationship.
• Quotation, invoice, payment-status and transaction information needed for billing and business records.
• Technical information such as IP address, browser and device details, pages visited, referral information, timestamps and cookie identifiers, where collected by our hosting or active third-party services.

Please only provide information relevant to your enquiry or service. Avoid sending passwords, payment-card details or sensitive personal information through a general enquiry form or chat.

3. How we collect information

We collect information you provide through our contact forms, HubSpot live chat, Calendly bookings, direct email or telephone communications, and normal project, support and billing interactions. We may also receive relevant information from someone authorised to act for you, or a service provider involved in an agreed project.

Website infrastructure and third-party tools may collect technical information automatically when you visit or use their features. The cookies and website technologies section below explains this further.

You can ask general questions without providing your full details where practical. If you do not provide information needed to respond, arrange a booking or deliver a service, we may be unable to complete that task.

4. How we use information

• Responding to enquiries and arranging consultations and appointments.
• Preparing quotations, delivering services and communicating about projects.
• Managing customer relationships, ongoing support and service records.
• Processing payments and maintaining accounting and other business records.
• Operating, protecting and improving website functionality, security and performance.
• Sending relevant marketing communications only where permitted by applicable law.
• Meeting legal obligations and handling requests, complaints or disputes.

Information is used for the purpose for which it was collected and related purposes where reasonably expected and permitted, or for another purpose where there is an appropriate legal basis.

5. Service providers and sharing

We use external providers to operate our business. Depending on the interaction, relevant information may be handled by:

• HubSpot: website forms, customer relationship management, chat and associated website tracking.
• Calendly: appointment scheduling when you follow a booking link.
• Stripe and other payment processors used for an agreed service: checkout and payment processing. Payment details entered into their checkout are handled by that provider.
• Website hosting and infrastructure providers: serving the website, operating its infrastructure and maintaining technical logs.
• Email and communication providers: delivering and storing business communications.
• Other providers involved in an agreed service: project tools, connected business systems, contractors or professional advisers where relevant to the work.

Not every provider receives every type of information. What is shared depends on the service being used and what is needed for the relevant task. Information may also be disclosed where required or authorised by law.

External booking and payment pages have their own privacy arrangements. See the privacy information provided by HubSpot, Calendly and Stripe for their handling of information.

AI receptionist demonstration

The optional voice demo starts only after you acknowledge the demo notice and choose Start conversation. It requests microphone access and sends your voice to Vapi and its speech-recognition, AI and voice providers to generate spoken responses. Please use fictional enquiries and details, and do not share passwords, payment information or sensitive personal information.

Audio and video recording are disabled for calls started through our website demo. Vapi may retain conversation transcripts and technical call logs under its retention settings. These may be accessed by Scar Media Group to review the demo and investigate problems. Processing and storage may occur outside Australia. See Vapi’s privacy information for further details.

The demo does not submit a support request, deliver a message or make a booking. Use our contact form or booking link for actual assistance. You can end the conversation at any time using End conversation; calls have a two-minute maximum. Microphone permission can also be managed in your browser settings.

6. Overseas processing and disclosure

Some external providers may process, store or access information outside Australia, including through their infrastructure, support teams or subcontractors. Information is not necessarily kept only in Australia.

Overseas processing under our effective control and disclosure to a separate overseas recipient are not always the same thing. The arrangements and access involved determine the distinction. Where cross-border disclosure obligations apply, we must take the steps required by those obligations; using a provider does not by itself remove our responsibilities.

You can contact us to ask about the providers and processing arrangements relevant to your interaction or project.

7. Cookies and website technologies

The website loads HubSpot’s tracking code, and uses HubSpot forms and chat. Depending on the account configuration and your interaction, HubSpot may use cookies and similar technologies for chat continuity, identifying returning visitors, linking form submissions with website activity and measuring visits. Technical security and consent-preference cookies may also be used.

Examples described by HubSpot include messagesUtk for chat, hubspotutk for visitor identification, and __hstc, __hssc and __hssrc for visit and session tracking. Their actual use depends on configuration and any applicable consent choices. See HubSpot’s cookie information.

Calendly and Stripe may use cookies and other technologies when you open their external booking or checkout pages. Our own social media gallery uses locally hosted images and videos rather than an embedded social network player.

We do not intentionally use Google Analytics, Google Ads conversion tracking, Meta Pixel or other advertising trackers on this website. If additional analytics or advertising technologies are introduced, this policy and any required consent arrangements will be updated before they are introduced.

You can manage cookies through your browser and any consent controls presented by a service. Blocking cookies or scripts may affect forms, chat or other features. This policy does not itself constitute consent to tracking.

8. Marketing communications

Sending a general enquiry does not automatically subscribe you to marketing. If we send promotional emails or messages, we will do so with the consent required by applicable Australian law, identify ourselves and provide a clear way to opt out.

Use the unsubscribe option in a promotional message or contact us to withdraw marketing consent. Necessary service, appointment and billing communications may still be sent.

9. Security and retention

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. Safeguards should be appropriate to the information and service, including limiting access to people who need it and using suitable account and system protections. No internet transmission or storage system can be guaranteed completely secure.

Information is retained for as long as reasonably needed for enquiries, services, support, accounting, legal obligations and the resolution of disputes. Retention needs vary by record and purpose. When information is no longer needed and does not have to be retained, we take reasonable steps to delete it or de-identify it. Backup and provider systems may have separate removal cycles.

10. Access, correction and deletion requests

Contact us through the contact form to request access to information we hold about you, correct inaccurate details, or ask for deletion where applicable. Include enough information to identify the relevant interaction without sending unnecessary sensitive documents.

We may need to verify your identity and clarify the request. We will consider it within a reasonable period, subject to applicable law and exceptions. Some information may need to be retained for legal, accounting or service purposes; deletion is not an unconditional right in every circumstance.

If we cannot fulfil a request, we will explain the reason where permitted and how you can raise a concern. Where relevant information is held by a provider, we can discuss the appropriate request process.

11. Privacy concerns and complaints

Please contact Scar Media Group first using the contact form or postal details above. Describe what happened, when it occurred and the outcome you are seeking. We will consider the concern, make appropriate enquiries and respond within a reasonable period.

If you are not satisfied with our response, or your complaint is not resolved, you may contact the Office of the Australian Information Commissioner where it has jurisdiction. The OAIC generally expects you to raise the matter with the business first and allow about 30 days for a response. See its privacy complaint guidance.

12. Changes to this policy

We may update this policy as our services, technology, practices or legal requirements change. The current version will be available at this URL with its last-updated date. You can ask us for a copy in another accessible format.