Privacy Policy

Lumenfire Lab respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, store and disclose personal information when you visit our website, contact us, request a quote, use our services, or work with us on a project.

In this Privacy Policy, "Lumenfire Lab", "we", "us" or "our" refers to Lumenfire Lab. "You" or "your" refers to the person or business interacting with us.

We are committed to handling personal information in accordance with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth).

1. Information We Collect

We may collect personal information that you provide to us directly, including:

• Your name, business name, job title, email address, phone number and business address.
• Information you provide through our contact forms, enquiry forms, booking forms, emails, phone calls, SMS, social media messages or other communications.
• Information about your business, restaurant, menu, products, branding, marketing needs, website, social media accounts, Google Business Profile, review management needs, and project requirements.
• Files, images, videos, logos, menus, text, brand assets, website content, product information or other materials you provide to us for a project.
• Payment, invoice and transaction details. Payment card information is processed by third-party payment providers and is not stored directly by us.

We may also collect information when providing services, including:

• Photos, videos or audio captured during a photoshoot, video shoot, site visit, event, or content production project.
• Images or videos that may include staff members, customers, contractors, guests, premises, products, signage, food, beverages, packaging or other identifiable details.
• Google reviews, customer feedback, business profile information, public review content, ratings, reply drafts and review response data if you use our review management services.
• Menu items, pricing, categories, QR code usage data, scan analytics, customer feedback and related information if you use our QR menu, digital menu or restaurant technology services.
• Website analytics, technical data, IP address, browser type, device information, pages visited, approximate location, referral source and interaction data when you use our website.

2. How We Collect Information

We may collect personal information when you visit our website, submit an enquiry, request a quote, communicate with us, provide files or access, use our services, or interact with our forms, QR codes, review funnels or analytics tools.

We may also collect information from publicly available sources, such as your website, public social media pages, Google Business Profile, public business listings and publicly available reviews.

3. How We Use Your Information

We may use your personal information to:

• Respond to enquiries and provide quotes.
• Understand your business and project requirements.
• Provide photography, video, design, website, digital menu, AI content, review management, marketing and related services.
• Create, edit, deliver and manage project materials.
• Communicate with you about project updates, approvals, invoices, support, account matters and service changes.
• Manage bookings, payments, records and administration.
• Improve our website, services, systems, templates, processes and customer experience.
• Provide customer support and troubleshoot technical issues.
• Send service-related messages, such as project updates, invoice reminders, account notices and important operational messages.
• Send marketing communications, offers, updates or educational content where permitted by law.
• Comply with legal, tax, accounting, regulatory and business obligations.
• Protect our rights, property, systems, clients and users.

4. AI Tools and Automation

Some of our services may involve the use of artificial intelligence, automation tools or third-party software to assist with image editing, video production, design, copywriting, review reply drafting, workflow automation, analytics, website development or other creative and technical tasks.

Where appropriate, we may process project materials through AI or automation tools to deliver the services you request. This may include images, videos, text, business information, menus, reviews, customer feedback or other materials relevant to the project.

We take reasonable steps to use reputable tools and service providers. However, AI-generated outputs may require human review and may not always be accurate, complete or suitable without checking. You are responsible for reviewing and approving final content before publication unless we have agreed otherwise in writing.

If you do not want specific confidential, sensitive or customer-related information processed through AI tools, you must notify us in writing before providing that information or before the relevant project begins.

5. Marketing Communications

We may send you marketing communications about our services, offers, updates, case studies or business tips if you have contacted us, used our services, subscribed to our updates, or where otherwise permitted by law.

Every commercial electronic message will include a clear unsubscribe option. You may also unsubscribe at any time by replying to us or contacting us directly. We will take reasonable steps to process unsubscribe requests within the required timeframe under the Spam Act 2003 (Cth).

Even if you unsubscribe from marketing messages, we may still send you service-related or transactional messages, such as project updates, invoices, booking confirmations, account notices or important service information.

6. Cookies and Analytics

Our website may use cookies, pixels, analytics tools and similar technologies to understand how visitors use our website, improve performance, measure marketing effectiveness and improve user experience.

These tools may collect information such as your IP address, device type, browser type, pages visited, time spent on pages, referral source and general location.

You can adjust your browser settings to block or delete cookies. However, some parts of our website may not work properly if cookies are disabled.

7. Disclosure of Information

We may disclose personal information to third parties where necessary to provide the services you have requested, for related purposes you would reasonably expect, or as otherwise permitted under the Privacy Act 1988 (Cth), including:

• Website hosting providers, cloud storage providers, email providers, CRM systems, project management tools and file transfer platforms.
• Payment processors, accounting platforms and invoicing systems.
• Design, editing, video, AI, automation, analytics and marketing tools.
• Contractors, freelancers, developers, designers, photographers, videographers, editors, copywriters, consultants or other service providers who help us deliver your project.
• Printing, signage, production, fulfilment or delivery partners where required for your order.
• Google, Meta, social media platforms, advertising platforms, review platforms, website platforms or other third-party services where you have requested services involving those platforms.
• Professional advisers, such as accountants, lawyers, insurers or business consultants.
• Government, regulatory or law enforcement bodies where required by law.

We do not sell your personal information.

8. Overseas Disclosure

In delivering our digital services, your personal information may be processed or stored by trusted third-party service providers with infrastructure located outside Australia. This commonly includes providers in the United States, the European Union and other jurisdictions.

Where we use overseas providers, we take reasonable steps to choose reputable service providers and to protect personal information. However, privacy protections in other countries may differ from Australian privacy laws.

By engaging our services, you acknowledge that your information may be processed or stored outside Australia where necessary to provide those services.

9. Information About Your Customers (End-Users)

Where we provide platforms, tools or services that interact with your customers — such as QR digital menus, websites, contact forms, booking systems, review funnels, customer feedback tools or marketing campaigns — we may handle personal information about your customers and end-users ("End-Users") as part of delivering those services to you.

The respective responsibilities of Lumenfire Lab and our clients in relation to End-User information — including each party's obligations under the Privacy Act 1988 (Cth), the Spam Act 2003 (Cth) and other applicable laws — are set out in our Terms and Conditions.

We will take reasonable steps to protect End-User information that we handle, in accordance with this Privacy Policy and the agreed scope of services. You remain responsible for the lawful collection, use and disclosure of personal information about your customers, including providing your own privacy notices and obtaining any necessary consents.

10. Customer Reviews and Feedback Data

If we provide review management, review request, customer feedback or reputation management services, we may collect and process review-related information, including customer names, ratings, public review content, private feedback, complaint details, reply drafts and review response records.

You are responsible for ensuring that you have the right to provide customer information to us and that your use of review request, feedback and marketing tools complies with applicable laws and platform policies.

We do not create fake reviews, purchase reviews, offer incentives in exchange for reviews, or manipulate ratings. Review-related services are intended to help businesses collect genuine feedback, respond professionally and improve customer experience.

11. Security

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. These steps may include access controls, password protection, secure storage, reputable third-party platforms, limited access permissions and internal procedures.

However, no method of electronic transmission or storage is completely secure. We cannot guarantee absolute security of information transmitted or stored online.

12. Data Retention

We keep personal information for as long as reasonably necessary for the purpose for which it was collected, including to provide services, maintain business records, comply with legal and tax obligations, resolve disputes, enforce agreements and manage ongoing client relationships.

Project files, photos, videos, design files, website files, communication records and business records may be retained for a reasonable period for backup, portfolio, legal, accounting, support or future project reference purposes.

Where information is no longer required, we will take reasonable steps to delete, de-identify or securely archive it.

13. Access and Correction

You may request access to personal information we hold about you. You may also ask us to correct information that is inaccurate, outdated, incomplete or misleading.

To request access or correction, please contact us using the details below. We may need to verify your identity before processing your request.

In some cases, we may be unable to provide access to certain information, including on grounds permitted under APP 12 of the Privacy Act 1988 (Cth) — for example, where access would affect the privacy of others, reveal confidential or commercially sensitive information, or relate to legal proceedings.

14. Third-Party Websites and Platforms

Our website or services may link to third-party websites, platforms or services. These third parties have their own privacy policies and terms.

We are not responsible for the privacy practices, content, security or conduct of third-party websites, platforms or service providers.

15. Children's Privacy

Our services are intended for businesses and adults. We do not knowingly collect personal information from children without appropriate consent.

If you provide us with images, videos or content involving children, you must ensure that you have obtained all necessary permissions and consents before providing the material to us or asking us to use it.

16. Complaints

If you have a concern or complaint about how we handle your personal information, please contact us first so we can try to resolve the issue.

We will review your complaint and respond within a reasonable time. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

17. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. The updated version will be posted on our website with a revised "Last updated" date.

Your continued use of our website or services after changes are posted means you accept the updated Privacy Policy.

18. Contact Us

For privacy questions, access requests, correction requests or complaints, please contact:

Lumenfire Lab
Email: [email protected]
Website: https://lumenfirelab.com.au