Privacy Policy

Privacy Policy Version 2.0 | Effective 11 July 2026 | Supersedes Version 1.2 Conditioning, A-Temp Installations

1. We respect your privacy associated and related entities, successors and assigns, and each business or trading name operated by any of them — including Accel Air, A-Temp Heating & Air Conditioning and A-Temp Installations — (together "ASG", "we", "us" or "our"), respects your right to privacy and is committed to safeguarding the privacy of our customers and website visitors. We comply with the Australian Privacy Principles (APPs) in the Privacy Act 1988 (Cth). This policy sets out how we collect, hold, use and disclose your personal information across all ASG businesses and websites. 1.2 "Personal information" is information or an opinion about an identified individual, or an individual who is reasonably identifiable.

2. What personal information we collect 2.1 The kinds of personal information we collect include: • identity and contact details — your name, phone number, email address, and the address of the premises where services are to be provided; • enquiry and booking details — information you provide when you request a quote, make a booking, or contact us, including details of your heating, cooling or hot water systems and any photos or documents you upload; • quote form data — when you submit our online quote request form we collect the details you enter, including your name, contact details, suburb/postcode, property and system details, preferred contact times, and the content of your message; • chat and call data — transcripts of conversations with our website chat assistant, recordings and transcripts of phone calls (see section 4), and records of SMS and email correspondence; • payment and finance-related information — payment details and, where you choose a finance option, limited information about the status of your application (see section 7); • energy program information — where work is carried out under the Victorian Energy Upgrades (VEU) program, information required by that program, such as proof of occupancy or ownership, details and photos of existing and installed equipment, and your signed program consent forms; and • website usage data — technical data collected through cookies and similar technologies (see section 8 and our Cookie Policy). 2.2 We may also collect any other information you choose to provide while interacting with us, for example when you give feedback, respond to surveys or promotions, or communicate with our customer support team.

3. How we collect your personal information 3.1 We collect personal information directly from you when you interact with us electronically or in person, when you use our websites (including the quote form and chat assistant), when you telephone or SMS us, and

when we provide services to you. We may receive personal information from third parties (for example, a builder, landlord, property manager or finance provider acting in connection with your job). If we do, we will protect it as set out in this policy.

4. Our AI assistant (website chat and phone) 4.1 Our website chat and some of our inbound phone answering are handled by an artificial intelligence (AI) assistant — automated "AI technology" operated for us by a specialist third-party AI service provider. When you interact with the assistant, you are not initially speaking or typing with a human. 4.2 The AI assistant collects the information you provide during the conversation — typically your name, contact details, service address, and details of your enquiry, booking or fault — together with a transcript of the chat and, for phone calls, a recording and transcript of the call. 4.3 This information is processed by the AI technology provider on our behalf to answer your enquiry, create bookings and quote requests, route your matter to our team, and improve the accuracy and quality of the assistant. Conversations may be reviewed by our staff. Transcripts and recordings are stored securely and handled in accordance with this policy and the provider's contractual and privacy obligations to us. 4.4 You can always ask to be transferred to, or called back by, a human team member, or contact us directly on 1300 978 248 or info@accelair.com.au. Please do not provide sensitive information (such as health or financial account details) through the chat assistant — it is not required for a booking or quote. 4.5 Automated decision-making. The AI assistant may use your information in computer programs to automate parts of our customer service, such as triaging enquiries and proposing available booking times. These automated processes do not make decisions that could have a significant effect on your rights or interests without human involvement; pricing, quotes and works are confirmed by our team.

5. Use of your personal information 5.1 We use personal information collected from you to provide quotes and information you request, to deliver and administer our services (including booking, performing, invoicing and warranting works), to verify eligibility and process claims under government energy efficiency programs such as the VEU program, to respond to complaints and feedback, to improve our products and services, and to keep appropriate business records. 5.2 We may contact you by telephone, email, SMS or mail. See section 6 for how we use SMS and other electronic marketing.

6. SMS, email and marketing communications 6.1 Service messages. Where you provide your mobile number when making an enquiry or booking, you consent to us contacting you by SMS (and to replying to your SMS messages) for purposes connected with your enquiry or job — for example booking confirmations, technician arrival times, quote follow-ups and requests for information. These are service messages, not marketing. 6.2 Marketing messages. We will only send you marketing communications by SMS or email where you have consented (for example, by opting in on our quote form or providing your details in circumstances where you would reasonably expect to hear from us), as required by the Spam Act 2003 (Cth). Every marketing SMS or email we send will identify ASG as the sender and include a functioning unsubscribe facility. 6.3 Safety and recall communications. We may contact you by phone, SMS, email or mail about safety matters relating to equipment we have supplied, installed or serviced — including manufacturer safety recalls, safety alerts and urgent defect notifications. These are not marketing messages: we may send them regardless of your marketing preferences, and they are not affected by a STOP or unsubscribe request.

6.4 Service and maintenance reminders. Where you have consented (including through our quote form opt-in or at the time of booking), we may send you reminders that your equipment is due for servicing or maintenance. You can opt out of these at any time in the same way as marketing messages. 6.5 Opting out. You can opt out of marketing at any time by replying STOP to any marketing SMS, using the unsubscribe link in any marketing email, or contacting us at info@accelair.com.au. We will action opt-outs within 5 business days. Opting out of marketing does not stop service messages about a current booking or job.

7. Finance applications (humm90 and similar providers) 7.1 We may offer you the option to pay for goods or services using consumer finance products such as humm90. These products are provided by independent third-party credit providers, not by ASG. ASG is not a credit provider and does not make credit decisions. 7.2 If you choose a finance option, you will apply directly to the finance provider, and the personal and financial information you provide in your application is collected and handled by that provider under its own privacy policy and credit reporting policy. We recommend you read those documents before applying. The provider may share with us limited information needed to administer your purchase, such as whether your application was approved and the amount financed.

8. Cookies, analytics and online advertising 8.1 Our websites use cookies and similar technologies, including Google Analytics 4 (traffic and usage analytics), Google Ads (conversion tracking and remarketing) and the Meta (Facebook) Pixel (advertising measurement and audience building). These tools collect information about your device and browsing activity on our site and may be used to show you our advertising on other websites and platforms. 8.2 Details of the cookies we use, why we use them, and how to manage or refuse them are set out in our Cookie Policy, available on our website. You can also opt out of personalised advertising through your Google and Meta account settings.

9. Disclosure of your personal information 9.1 We may disclose your personal information to our employees, officers, insurers, professional advisers, agents, suppliers or subcontractors insofar as reasonably necessary for the purposes set out in this policy. Personal information is only supplied to a third party when it is required for the delivery of our services. 9.2 We may also disclose your personal information: • to our AI technology provider, IT, hosting, CRM, payment and communications service providers, who process it on our behalf; • where works are undertaken under the VEU program — to the relevant accredited provider (where applicable), the Essential Services Commission (Victoria), and program auditors and verifiers, as required by the program rules; • to finance providers such as humm90, at your request, in connection with your finance application; • to manufacturers, in connection with warranty claims for equipment we have supplied or installed; • to comply with a legal requirement, such as a law, regulation, court order, subpoena or warrant, in the course of a legal proceeding or in response to a law enforcement agency request; and • to protect the copyright, trademarks, legal rights, property or safety of ASG, our websites, our customers or third parties. 9.3 Overseas disclosure. Some of our service providers (including analytics, advertising and AI/cloud providers) may store or process information on servers located outside Australia, including in the United States. Where we disclose personal information overseas, we take reasonable steps to ensure the recipient handles it in a manner consistent with the APPs.

9.4 If there is a change of control in our business or a sale or transfer of business assets, we reserve the right to transfer, to the extent permissible at law, our customer database and the personal information in it, provided the acquirer agrees to handle it in accordance with this policy.

10. Security and retention of your personal information 10.1 We are committed to ensuring that the information you provide is secure. We use appropriate technical and organisational measures — including access controls, encryption in transit and staff confidentiality obligations — to safeguard personal information against unauthorised access, modification, disclosure and loss. However, no method of electronic transmission or storage is 100% secure and we cannot guarantee absolute security. 10.2 We retain personal information for as long as needed for the purposes described in this policy and to meet our legal obligations, including record-keeping obligations under tax law, building and plumbing regulation, and the VEU program (which requires records of upgrade activities to be kept for prescribed periods). When information is no longer required, we take reasonable steps to destroy or de-identify it. 10.3 Data breaches. If a data breach occurs that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches scheme.

11. Access, correction and complaints 11.1 You may request details of the personal information that we hold about you, and ask us to correct information that is inaccurate, out of date or incomplete, by contacting us using the details below. We do not charge a fee for making a request. In limited circumstances the Privacy Act permits us to refuse access; if we do, we will tell you why. 11.2 If you believe we have breached the APPs or mishandled your personal information, please contact us first at resolutions@accelair.com.au and we will investigate in accordance with our Customer Complaints Procedure. If you are not satisfied with our response, you may complain to the OAIC at www.oaic.gov.au or on 1300 363 992.

12. Third party sites 12.1 Our websites may contain links to other websites not owned or controlled by us (including the humm90 website and social media platforms). These links are provided for your convenience only and do not constitute sponsorship, endorsement or approval. We are not responsible for the privacy practices of those websites and encourage you to read the privacy statement of every website that collects personal information from you.

13. Changes to this policy 13.1 We may amend this Privacy Policy from time to time. The current version will always be published on our websites, with its effective date shown at the top. Significant changes will be highlighted on our website or notified to affected customers.