Privacy policy

This policy explains how Yellow Balloon Therapy handles personal information in the Yellow Balloon Shop. We follow the Australian Privacy Principles under the Privacy Act 1988 (Cth).

We ask for as little as an order needs. If you choose the optional phone and text assistant memory described below, we retain limited shop preferences with your permission.

• Your name, email address, and billing and delivery addresses when you place an order.
• The order itself: what you bought, when, the amount, and the order number.
• Your email address if you write to us, including to ask when something is back in stock.
• Basic technical information your browser sends, used to keep the shop working and secure.

We do not ask for health information, and you should not send us any.

On the shop phone line, Twilio sends your voice live to OpenAI so the AI assistant can respond. Our phone application does not save call audio or transcripts. Please do not share personal or health details. The assistant cannot take orders or transfer calls; contact the team by email for help.

If you request a shop text or reminder when that feature is available, we confirm the link and timing before saving your encrypted mobile number. Reply STOP to cancel future reminders; a message already being sent may still arrive. START allows new requests and does not restart cancelled reminders. HELP provides contact information. We keep coded records of opt-outs and previously processed control messages to prevent unwanted or duplicate texts; these records remain after reminder cleanup. Completed, cancelled or expired reminder records become eligible for deletion after 30 days and are removed by later scheduled housekeeping runs. Twilio processes message content, destinations and delivery details under its own retention settings. Our reminder cleanup does not delete Twilio's records.

On assistant lines where conversation features are enabled, you can text shop questions and arrange a requested callback. Twilio carries calls and texts, and OpenAI processes what you say or write to generate a response. Our application does not save full conversations or call recordings. Where durable SMS processing is enabled, individual pending texts and prepared replies are encrypted temporarily to recover interrupted processing, expire after one hour, and are deleted on completion or the next scheduled cleanup after expiry. They are not kept as chat history. With your permission, we remember limited product choices and shop preferences across calls and texts from your number for 90 days after your last contact. A shared number can share these preferences. You can decline memory and still get help; please do not share sensitive or health information.

Callbacks are requested by you or explicitly arranged by staff, make one attempt, and leave no voicemail. A missed-call text requires your agreement. STOP stops future texts and callbacks; START does not revive cancelled requests. FORGET removes saved preferences; CANCEL ALL cancels pending contact and future repeats. These two commands do not send an automatic reply. An in-flight call or message cannot be recalled. Encrypted task details are deleted 30 days after expiry; minimal suppression and replay-protection records remain. Provider service records have separate retention settings. For help, email info@yellowbt.com.au.

Authorised staff may use AI-assisted tools from OpenAI and Cloudflare to help with order fulfilment, stock questions and customer service. Where necessary for an authorised order enquiry, this may include the customer's name, email address, delivery address and order details. This does not give the assistant permission to change an order, send a message or approve its own actions.

To take and deliver your order, send order confirmations, invoices and download links, answer your questions, and meet our record-keeping obligations.

We do not sell, rent or trade personal information.

Payments are processed by a secure third-party payment provider. Your card details go to them, not to us: we never see or store your full card number.

The payment provider, Australia Post for a printed resource, and the providers that host and store the shop for us. Beyond what an order needs, we share personal information only where the law requires it.

OpenAI and Cloudflare are sub-processors for these authorised staff AI-assisted tools, supporting order fulfilment, stock questions and customer service.

Order and invoice records are kept for as long as tax and consumer-law obligations require, and then deleted.

Access is limited to the people who need it to fill an order or answer a question. Download links are tied to your order, expire, and are not listed publicly.

You can ask what we hold about you, ask us to correct it, or ask us to delete it where we are not required to keep it. Email info@yellowbt.com.au and we will respond.

If you are not satisfied with how we have handled a privacy matter, you can take it to the Office of the Australian Information Commissioner at oaic.gov.au.

Privacy questions: info@yellowbt.com.au.