Privacy Policy

Last updated: 19 August 2026

1. Who we are

This Privacy Policy applies to Virtual Fix ("we", "us", "our"), a computer repair business based in Sydney, New South Wales, Australia, providing on-site and remote IT support and related services, and operating this website at virtualfix.com.au.

We are committed to protecting your privacy and handling your personal information openly and transparently, consistent with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

2. What personal information we collect

Depending on how you interact with us, we may collect:

• Contact details — your name, email address and phone number (for example, when you submit our contact form or the chat).
• Details of your enquiry — the message or description of the problem you send us, and the service you select.
• Chat conversation content — messages you type into our website assistant ("Fixie"), and the first name you provide it.
• Service information — where you engage us, information needed to provide the repair (such as device details and, where you authorise it during a remote session, access to your device).
• Technical data — standard server logs collected by our hosting provider (such as IP address, browser type and pages visited) for security and to keep the site running.

We do not intentionally collect sensitive information (such as health or financial account details) through this website, and we ask that you do not send it to us via the form or chat.

3. How we collect your information

We collect information directly from you — when you fill in the contact form, use the chat assistant, message us on WhatsApp, call, email, or engage us for a service. Some technical data is collected automatically by our website and hosting provider when you visit the site.

4. Why we collect and use your information

We use your personal information to:

• Respond to your enquiries and provide quotes.
• Provide and manage our repair and support services.
• Follow up on conversations started through the website chat.
• Keep records of the work we do for you.
• Improve our website and services, and keep them secure.
• Meet our legal obligations.

We do not sell your personal information, and we do not use it for third-party marketing.

5. Our website chat assistant (AI)

Our website uses an automated assistant ("Fixie") to answer basic questions. To generate replies, the messages you type are sent to a third-party artificial-intelligence provider (Google — Gemini API) for processing. Please avoid entering sensitive personal information into the chat. If you choose to leave your email so our team can follow up, a summary and transcript of that conversation are emailed to us at [email protected].

Your first name is stored locally in your own browser (using local storage) so the assistant can greet you if you return. You can clear this at any time by clearing your browser's site data.

6. Who we share it with

We may disclose your information to trusted service providers who help us operate, including:

• Our web hosting and email provider (to host the site and deliver form/chat messages to us).
• Google, as the provider of the AI service that powers our website chat.

We may also disclose information where required or authorised by law.

7. Overseas disclosure (APP 8)

Some of the providers above may store or process information on servers located outside Australia (for example, in the United States). By using our contact form or chat, you acknowledge that your information may be handled overseas. We take reasonable steps to use reputable providers that protect your information.

8. How we keep your information secure

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, modification or disclosure, including:

• Serving our website over an encrypted (HTTPS/SSL) connection.
• Limiting access to your information to people who need it to help you.
• Using reputable hosting and service providers.
• Deleting or de-identifying information when it is no longer needed.

No method of transmission or storage is completely secure, but we work to protect your information and to respond appropriately if a data breach ever occurs, including our obligations under the Notifiable Data Breaches scheme where they apply.

9. Cookies and local storage

Our website uses a small amount of browser local storage to remember your first name for the chat assistant. We do not currently use advertising cookies or third-party tracking. Your browser's own cache may store website files to load the site faster.

10. How long we keep it

We keep your information only for as long as we need it to provide our services, maintain reasonable business records, and meet legal requirements — after which we take reasonable steps to delete or de-identify it.

11. Accessing and correcting your information (APP 12 & 13)

You have the right to ask us what personal information we hold about you, to request a copy, and to ask us to correct anything that is inaccurate or out of date. To do so, contact us using the details below. We will respond within a reasonable time and may need to verify your identity first.

12. Children

Our services and website are intended for adults. We do not knowingly collect personal information from children without the involvement of a parent or guardian.

13. Complaints

If you have a concern about how we have handled your personal information, please contact us first and we will do our best to resolve it. If you are not satisfied, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

14. Changes to this policy

We may update this Privacy Policy from time to time. The latest version will always be published on this page with the "Last updated" date above.

15. Contact us

For any privacy question or request:

• Email: [email protected]
• WhatsApp / Phone: 0450 880 997
• Business: Virtual Fix — Sydney & Greater Sydney, NSW, Australia