1. Introduction

EVG Tech Pty Ltd (ABN 44 699 750 108), trading as "Valay" ("we", "us", "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard information when you use our AI front-office service — including our web chat, SMS and voice channels. This policy complies with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

2. Information We Collect

We collect the following types of information:

2.1 Account Information

Business name
Email addresses (login and contact email)
Phone number
Service areas (suburbs you cover)
Timezone
Business type

2.2 Conversation Data (web chat, voice & SMS)

Messages and enquiries sent to the agent via web chat
Voice-call recordings, transcripts and metadata (duration, time, date), where the voice channel is used
SMS messages sent to and from the agent
Phone numbers of people who contact your agent

2.3 Booking Information

Appointment bookings made through the agent (web chat or voice)
Customer contact details provided during bookings
Service requests and messages

2.4 Usage Data

Analytics data (call volume, booking rates, etc.)
Dashboard usage and interactions

3. How We Use Your Information

We use your information to:

Provide and maintain the Service (web chat, SMS and voice)
Process bookings and manage appointments
Send you notifications (SMS and email) about bookings and service updates
Improve our service and develop new features
Generate analytics and insights for your business
Respond to your enquiries and provide customer support
Comply with legal obligations

4. Data Storage and Security

Your data is stored securely using trusted third-party service providers:

Cloud hosting & data storage - Account, booking and conversation records (hosted in Australia)
AI language processing - Understanding and responding to messages in the web-chat and voice agents (processed in Australia)
Telecommunications / SMS provider - SMS delivery and phone/voice connectivity (United States)
Cloudflare Turnstile - Protects our forms from automated abuse, in accordance with the Turnstile Privacy Addendum.
Website analytics - Google Analytics measures how visitors use our public website, in accordance with Google's Privacy Policy (United States).

Where your data is stored and processed

Australia: Your account, booking and conversation records — and the AI processing that powers the agent — are hosted in Australian data centres.
United States: SMS text-message delivery and related logs are handled by our telecommunications provider, and website usage analytics are processed by Google Analytics.

We use trusted third-party service providers to operate the Service. Where we disclose personal information to overseas recipients (such as SMS delivery in the United States), we take reasonable steps to ensure it is handled consistently with the Australian Privacy Principles (APP 8). As set out in section 6, we never sell your data. All data is protected by appropriate security measures.

We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, alteration, disclosure, or destruction. However, no method of transmission over the internet or electronic storage is 100% secure.

5. SMS Communications, Consent & Opt-Out

When a customer provides their mobile number to book or enquire through a Valay-powered agent, we use it to send transactional messages relating to that booking — phone verification, booking confirmations, and (on eligible plans) appointment reminders — and to notify the plumber of new bookings and messages. These messages are sent on behalf of the plumbing business the customer contacted.

5.1 Consent

By providing a mobile number and proceeding, the customer consents to receiving SMS relating to their enquiry or booking. We only send messages that are reasonably necessary for the service the customer requested; we do not send marketing SMS without separate consent.

5.2 Sender identification

In line with the Spam Act 2003 (Cth), every SMS identifies the sender — the plumbing business and/or Valay (EVG Tech Pty Ltd, ABN 44 699 750 108) — so recipients know who the message is from.

5.3 Opt-out

Recipients can opt out of non-essential messages at any time by replying STOP, and can reply HELP for assistance. Opt-out requests are actioned promptly. Replying STOP stops all SMS to that number — including verification and booking messages — because opt-outs are applied by our SMS carrier to every message from that number. To receive booking messages again, reply START to resubscribe.

6. Data Sharing and Disclosure

We do not sell your data under any circumstances.

Your personal information is never sold to third parties, regardless of the purpose. This is a core commitment of our service.

We may share your information only with:

Service Providers: Third-party service providers (including cloud storage, telecommunications, and voice processing services) we use to operate our service. These providers are bound by confidentiality agreements and only use your data to provide the service to you.
Legal Requirements: When required by law, court order, or government regulation.
Business Transfers: In the event of a merger, acquisition, or sale of assets (with notice to you and subject to the same privacy protections).

7. Your Rights (Australian Privacy Principles)

Under the Australian Privacy Act, you have the right to:

Access: Request access to your personal information we hold
Correction: Request correction of inaccurate or incomplete information
Deletion: Request deletion of your personal information
Complaint: Make a complaint about how we handle your personal information

To exercise these rights, please contact us at support@valay.com.au.

8. Data Retention and Deletion

We retain your personal information for as long as necessary to provide the service and comply with legal obligations. Your data will be deleted:

When you delete your account
Upon your written request to delete your data
When the data is no longer needed for the purposes for which it was collected

After account deletion or data deletion request, we will remove your personal information from our systems within 30 days, except where we are required to retain it for legal or regulatory purposes.

9. Cookies and Tracking

We use cookies and similar technologies for authentication (via our authentication provider) and to improve your experience. You can control cookies through your browser settings. Essential cookies are required for the service to function.

9.1 Analytics

We use Google Analytics 4, a web-analytics service provided by Google, to understand how visitors find and use our public website (for example, pages visited, approximate location, device and browser type, and referring links). Google Analytics sets cookies and processes this information on our behalf; the data is aggregated and is not used to identify you personally. This processing may involve servers located outside Australia, including in the United States. You can opt out through your browser cookie settings or by installing the Google Analytics Opt-out Browser Add-on. For more information, see Google's Privacy Policy.

10. Children's Privacy

Our service is not intended for individuals under 18 years of age. We do not knowingly collect personal information from children.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the "Last Updated" date. You are advised to review this Privacy Policy periodically.

12. Contact Us

If you have questions about this Privacy Policy or wish to exercise your rights, please contact us:

EVG Tech Pty Ltd trading as Valay
ABN 44 699 750 108
Email: support@valay.com.au
Location: Canberra, Australia

13. Complaints

If you believe we have breached the Australian Privacy Principles, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.