NFI Privacy Policy
Nexus Flow Innovations Pty Ltd ("NFI", "we", "us", or "our") values your privacy and is committed to protecting the data entrusted to us. This Privacy Policy explains what personal data we collect and how we use it. This policy applies if you:
- Visit NFI corporate websites, social media, or other web pages located on third-party websites.
- Use any websites or applications (including mobile applications) developed by NFI.
- Provide NFI with business contact information or register to attend any of NFI's corporate events.
1. What Information Do We Collect From You?
1.1 Information Provided to NFI by a Client
If you engage with a business that uses our services ("Client(s)"), the data collected by Clients and provided to NFI may include:
- A transcript of conversations between you and the Client on their website, mobile apps, and other channels where they use our services.
- Information requested by the Client, such as data related to your browsing, purchasing, and online behaviour.
- Automatic information such as IP address, operating system, and type of device used.
You decide what information to provide during any communication with NFI or any Client. Depending on your request, it may not be possible for us or our Client to address your questions without further information from you. If you do not wish to provide certain information, you should not do so.
In these instances, NFI acts as a Processor, not a Controller, of personal data that we process on behalf of our Clients. If you have questions about how our Clients use your data, please contact them directly. Our Clients may have different privacy and data security practices that we cannot control. We are not responsible for the privacy practices of our Clients.
1.2 Information Collected Through Our Digital Properties
Information you provide to us such as:
- Personal information like your name and contact information.
- Surveys, transcripts, and recordings of your communications with us.
- Information you provide or content you upload or submit to our websites, applications, website communities, message boards, and blogs.
- Business information including business contact information that you provide to us or information similar to what would appear on a business card.
Automatic information such as:
- Web browser and usage information including IP address, browser types, page view tallies, time spent on each page, page browsing information, operating system, and type of device used.
2. How Does NFI Collect Information From You?
2.1 Through Our Clients
A Client that has enabled our technologies on their website, mobile applications, voice or SMS messaging capabilities, social media profiles, or other digital engagement solutions may collect your personal information and provide it to us for processing.
2.2 Through Our Digital Properties
NFI automatically collects information on its digital properties through the use of cookies, web pixels, and related technologies. For more information about these technologies, see Section 5 below.
NFI also collects information that you directly provide to us, including user-submitted content on NFI websites and apps.
2.3 General
In addition, we may collect information through the following methods:
- Your communications with NFI, including direct conversations via digital channels.
- Your requests for information, news, and other content.
- Your participation in NFI websites, applications, communities, message boards, or blogs.
- A technical support request you submit.
- Your participation in an NFI promotion.
- Recruitment and job applications.
We may also collect information from direct interactions with you (such as trade shows or sales enquiries), publicly available data, or data provided by third-party sources such as marketing opt-in lists.
3. How Does NFI Use the Information It Collects?
3.1 Through Our Clients
If you engage with a Client, we use the information collected by the Client to provide our services as directed. Common uses include:
- Determining whether to deploy a chat button or other content.
- Developing and improving the NFI services.
- Developing marketing campaigns.
If you engage with a Client that uses our services, we may retain your information for a period as contractually agreed with the Client.
3.2 Through Our Digital Properties
If you visit our websites or use our apps directly, we may also use your information for the following purposes:
- To deliver information requested by you, for example in response to technical support requests.
- To improve the webpage view and provide a consistent web browsing experience.
- To adapt our content to your settings and device configuration.
3.3 General
NFI uses information you provide through various channels for ordinary business activities including:
- To deliver marketing materials to you.
- To provide service updates and business-related notifications.
- To assess and improve our business operations.
- For promotions you may enter into.
- If you submit a resume or CV to be considered for employment with NFI.
NFI retains your information for a period consistent with the original purpose of collection. We may also retain your information as needed to pursue our legitimate business interests, conduct audits, comply with legal obligations, resolve disputes, and enforce our agreements.
4. What is NFI's Legal Basis for Processing Information?
We process your information if you have given consent (to us or our Clients as applicable); if necessary to perform a contract with you or take steps at your request prior to entering into a contract; if necessary to comply with legal obligations; and/or if necessary for us or a third party (such as a Client) to pursue a legitimate interest.
We comply with the Australian Privacy Act 1988 and the Australian Privacy Principles (APPs). For users in Australia, your rights include access to your personal information, correction of inaccurate data, and the ability to make complaints to the Office of the Australian Information Commissioner (OAIC).
5. AI and Automated Processing
NFI uses artificial intelligence technologies to deliver our services. This section explains how we use AI and your rights regarding automated processing.
AI Platforms We Use
We may process your data using the following AI platforms and technologies:
- OpenAI - For natural language processing and conversational AI
- Anthropic - For AI assistant capabilities
- Voiceflow - For conversational AI design and deployment
- Other AI tools - As required for specific client solutions
How AI Processes Your Data
When you interact with our services or our Clients' AI-powered solutions, your data may be processed by AI systems to:
- Respond to enquiries and provide customer support
- Analyse patterns to improve service delivery
- Generate personalised recommendations
- Automate routine tasks and workflows
AI Model Training
We do not use your personal data to train AI models. We maintain "zero data retention" agreements with our AI providers (OpenAI and Anthropic), ensuring your data is not stored or used for model training purposes.
Automated Decision-Making
Some of our services may involve automated decision-making. Where automated processing significantly affects you, you have the right to:
- Request human review of automated decisions
- Express your point of view regarding the decision
- Contest decisions made solely by automated means
- Opt out of automated processing where legally permitted
Your Rights Regarding AI Processing
You may exercise the following rights in relation to AI processing of your data:
- Right to Information - Request details about how AI systems process your data
- Right to Human Review - Request human intervention in automated decisions
- Right to Opt Out - Where applicable, opt out of certain AI processing activities
To exercise these rights, contact us at info@nexusflowinnovations.com.
6. Cookies and Similar Technology
We use cookies and other identification technologies to deliver and improve the services and to enhance customer experience.
6.1 Through Our Digital Properties
Cookies: Cookies are small text files stored on a visitor's web browser and applications. Cookies are often used to make browsing easier by performing functions such as saving passwords and maintaining lists of personal preferences regarding the use of the website.
- Strictly Necessary Cookies: These cookies are essential to enable you to browse our websites, apps, and services and use the available features.
- Functionality Cookies: These cookies allow our websites, apps, and services to remember choices you make while browsing, such as geographic location and preferences such as text size and fonts.
- Performance Cookies: These cookies collect information about how you use our websites, apps, and services. For instance, these cookies track which pages you visit most. This data may be used to help optimise our websites, apps, and services and make it easier for you to navigate within them.
- Analytics Cookies: These cookies track your activity on our websites, apps, and services. We may use these cookies to provide advertisements to you. These cookies can be disabled through the pop-up banner on our website or by clicking the "Your Privacy Choices" or "Do Not Sell or Share My Personal Information" link in our website footer.
Other identification technologies that may be used by NFI services:
- Pixel tags (also called beacons or pixels): These are first- or third-party tags installed on (or called by) a webpage or application. Pixel tags can retrieve certain information about your device and browser including device type, operating system, browser type and version, website visited, time of visit, referring website, IP address, and other similar information. NFI uses pixel tags to identify conversions of users on our website and to assess certain website activity or events such as when a user fills out a form or clicks on a link.
- Software Development Kits (SDKs): These function like pixels and cookies but operate in the mobile application context where pixels and cookies cannot always function. The application developer can install pieces of code (the SDK) into the application to collect certain information about user interaction with the application and information about the user device and network information.
First and third-party technologies: We may use first-party cookies or other tracking technologies as described above. NFI may also use third-party service providers who are authorised to place cookies, pixel tags, or similar technologies on our services with our permission. These technologies help us compile metrics and analytics to help improve our services. Third-party cookies and technologies are covered by the third party's privacy notice.
6.2 Through Our Clients
When you use NFI's services through a Client, be aware that NFI's systems are designed to handle cookie management in accordance with data subject consent. However, it is our Client's responsibility to obtain and maintain your consent before using our platform's cookies and related technologies on their websites. Given that our Clients may differ in their implementation, you should consult with them directly regarding their use of NFI's product-related cookies.
6.3 How to Control Cookies
Web browsers are usually set to accept cookies. However, if you prefer not to receive cookies, you can set your browser to either notify you when you receive a cookie or refuse cookies altogether. You can also delete cookies from your browser. If you choose to refuse cookies, this may cause some features of our services not to operate properly and affect your experience.
6.4 Do Not Track
Some web browsers allow you to enable a "Do Not Track" (DNT) feature that signals to websites that you do not want your online activities tracked. NFI currently does not respond to DNT signals. As there is no uniform standard for interpreting DNT signals, we will continue to monitor developments and may adopt a standard once established. For more information about DNT, visit allaboutdnt.com.
7. How Does NFI Share Your Information?
7.1 Through Our Clients
When you use NFI's services through a Client, your personal information may be accessible by the Client that has contracted with us to provide the services.
7.2 Through Our Digital Properties
NFI does not sell your personal information to third parties. We may disclose your personal information in the following circumstances:
- Service Providers: We may share your personal information with trusted third-party service providers who perform services on our behalf. These include cloud infrastructure providers, AI platform providers (such as OpenAI, Anthropic, and Voiceflow), analytics services, and payment processors. Each provider is contractually bound to protect your data and use it only for specified purposes.
- Business Transfers: We may disclose personal information as part of any merger, acquisition, sale of company assets, or transition of service to another provider.
- Legal Requirements: We may disclose personal information if required to do so by law or in the good-faith belief that such action is necessary to comply with applicable laws or respond to a court order, judicial or other government warrant, or legal process.
- Protection of Rights: We may disclose personal information if we believe it is necessary or appropriate to protect the rights, property, or safety of NFI, our customers, or others.
8. What Rights Do I Have Regarding My Information?
8.1 Through Our Clients
If you engage with a Client, please contact them directly to understand your rights regarding your information and how to exercise them. NFI is not responsible for how a Client handles your personal information.
8.2 Through Our Digital Properties
If you visit our websites or use our apps directly, you have certain rights regarding your personal information, which may include the following:
- Right to Access: You have the right to request a copy of the personal information we hold about you.
- Right to Rectification: You have the right to correct any inaccurate or incomplete personal information we hold about you.
- Right to Erasure: You have the right to request that we delete your personal information, subject to certain conditions.
- Right to Restriction of Processing: You have the right to request that we restrict the processing of your personal information, subject to certain conditions.
- Right to Data Portability: You have the right to request that we transfer your personal information to another organisation, or directly to you, in a structured, commonly used, and machine-readable format, where technically feasible.
- Right to Object: You have the right to object to our processing of your personal information, under certain conditions.
- Right to Withdraw Consent: If our processing is based on your consent, you have the right to withdraw your consent at any time.
If you wish to exercise any of these rights, please contact us at info@nexusflowinnovations.com.
9. How Does NFI Secure Your Information?
We take data security seriously and built our platform with security in mind. User data is end-to-end encrypted, and uploaded files are securely stored in encrypted S3 buckets. We have "zero data retention" agreements with our model providers (OpenAI and Anthropic) to ensure that data is not stored or used for training purposes. We use security measures designed to protect against the loss, misuse, and alteration of the information under our control. Our systems are hardened against intrusion with a robust defence strategy incorporating industry-standard security controls in all its products and services.
We also offer supplementary measures to our Clients upon request, including additional encryption and data masking options. If you are communicating with a Client, you should review their privacy practices to understand which security measures they use.
10. Data Retention
We retain personal information only for as long as necessary to fulfil the purposes for which it was collected, including to satisfy legal, accounting, or reporting requirements. When determining the appropriate retention period, we consider the amount, nature, and sensitivity of the data, the potential risk of harm from unauthorised use or disclosure, the purposes for which we process the data, and applicable legal requirements.
11. Additional Mobile Considerations
If you use our mobile applications, access our mobile-optimised websites, or interact with a Client using our services on a mobile platform, we may receive information about your mobile device, including a unique identifier.
Opt-out instructions are provided for SMS messages received from NFI or a Client. If you no longer wish to receive SMS messages, please follow the opt-out instructions included in the message or contact the Client directly.
12. NFI Communities, Message Boards, and Blogs
Information you share on NFI communities, message boards, or blogs becomes publicly accessible and can be read, collected, copied, and used by other users at their discretion. As this information is public, NFI's privacy obligations outlined in this policy do not apply to it. However, NFI will comply with data subject requests related to your use of such platforms as required by law. We strongly advise caution when sharing personal information on these platforms.
13. International Data Transfers
We may transfer your personal data outside of your country of origin to provide our services. By providing your personal data, you consent to this transfer. We implement appropriate safeguards to ensure your data is protected in accordance with this policy, applicable data protection laws, contractual obligations with our Clients, and where required, legally recognised data transfer mechanisms. These may include certifications, binding corporate rules, or standard data protection clauses.
14. Children
Our services are not intended for individuals under the age of 16. If you are under 16, you are prohibited from using our services or providing personal information without valid parental or legal guardian consent. NFI does not knowingly collect personal information from individuals under 16. If you are a parent or guardian and believe your child under 16 has provided personal information to NFI, please contact us immediately at info@nexusflowinnovations.com to request access, rectification, or deletion as applicable. NFI reserves the right to delete information from individuals we reasonably believe are under 16, to the extent permitted by law.
15. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our practices or for operational, legal, or regulatory reasons. We will post any changes on our website and encourage you to review it periodically to stay informed about how we protect your information.
16. Contact Us
If you have questions or concerns about this Privacy Policy or our data practices, please contact us at:
Nexus Flow Innovations Pty Ltd
Email: info@nexusflowinnovations.com
Website: www.nexusflowinnovations.com