Exo Motion Pty Ltd, ABN 45 698 777 383, operates exomotion.com.au. This policy explains how we handle personal information for enquiries, home demonstrations, purchases, payment support and provider communications, as well as records from past services.
Information we collect
- Name, email, phone number and organisation details.
- Appointment date, delivery location, fitting arrangements and support notes. Historic service records may also contain prior booking and return information.
- Eligibility and fitting information, including height range, weight range confirmation, walking ability confirmation, waiver responses and safety acknowledgements.
- Payment status, Stripe Checkout session references, deposit authorisation status and refund or release records. Exo Motion does not store full card numbers on the website.
- Care manager, care partner, clinician or Support at Home provider contact details supplied for an AT-HM or funding enquiry, together with the customer's recorded coordination consent.
- Website technical information such as browser, device, form submission time, spam filtering signals and basic analytics where enabled.
How we use information
We use information to respond to enquiries, arrange home demonstrations, coordinate fitting and delivery, process purchase payments, provide customer support and manage returns and warranty requests. We also retain and use records needed to support historic services, including earlier rentals, waivers and deposit authorisations. With explicit consent, we may contact the nominated care manager, clinician or provider about product information, quotations and supplier documents. We do not make clinical or funding decisions.
Services we use
Exo Motion uses service providers for website hosting, enquiry handling, payments, email delivery and customer support. These may include Netlify, Stripe, Resend and OpenAI where enabled. Payment and historic service support can include prior card pre-authorisations and refunds. Optional analytics and customer-story referral measurement are described below.
Website AI assistant
Questions entered into the website AI assistant, together with a short portion of the conversation, are sent to Exo Motion's AI service providers to generate a response. The assistant provides general information only and must not be used for medical advice, diagnosis, emergency support, funding decisions or individual suitability assessment. Do not enter diagnoses, medical records, dates of birth, government or funding identifiers, payment-card details or other sensitive information into the chat. Exo Motion does not intentionally add chat messages to a customer's booking or clinical record.
Disclosure
We do not sell personal information. We may share information with service providers who support website hosting, forms, payment processing, email delivery, customer support, legal compliance, insurance administration or operational delivery. When a customer gives explicit consent, we may disclose information relevant to the enquiry to the nominated care manager, clinician, assessor or Support at Home provider. Exo Motion does not submit an AT-HM claim or make a funding decision. We may also disclose information where required by law or to protect Exo Motion, guests, equipment or the public.
Retention
We review retained records and delete or de-identify information when it is no longer reasonably required. General enquiries are normally retained for up to 24 months after the last interaction. Rental, sale, waiver, payment and service records are normally retained for up to seven years after the transaction. Incident, insurance, dispute or legal records may be retained longer while a claim or legal obligation remains active. These periods may be shortened or extended where Australian law, an insurer, a payment dispute or a valid preservation requirement applies.
Access and correction
You may ask to access, correct or delete personal information held by Exo Motion, or withdraw consent for future coordination with a nominated provider. We may need to retain some records where required for payment, insurance, safety, legal or Australian Consumer Law purposes. Withdrawal does not affect disclosures already made with valid consent. We may need to verify your identity before acting on a request. Email info@exomotion.com.au.
Data incidents and complaints
Suspected privacy or data-security incidents are assessed promptly. Where the Notifiable Data Breaches scheme or another legal requirement applies, Exo Motion will take reasonable containment steps and notify affected people and the relevant authority as required. Privacy complaints can be sent to info@exomotion.com.au; we aim to acknowledge them within five business days.
Overseas services
Some service providers, including payment, hosting, email or analytics providers, may process data outside Australia. We use established providers and limit access to information needed for the service.
Contact
For privacy questions, access requests or complaints, email info@exomotion.com.au or call +61 451 810 427.
Customer-story referrals and supplier requests
Story links can include a video code so the care-manager page knows which clip brought you there. We use session storage for that code and to avoid repeatedly counting the same action in one browser session. We count visits, message copies and document downloads without storing names, medical details or IP addresses in the referral metrics. Security systems separately process technical information to limit abuse.
You can turn anonymous measurement off on the care-manager page. Global Privacy Control and browser Do Not Track settings are respected for these optional counters. Counts do not identify unique people and do not prove a funding application or approval.
If you submit a supplier request, your name, email, role, optional organisation and suburb, request, consent and originating video code are stored so Exo Motion can respond and understand referrals. Notifications are sent to info@exomotion.com.au. Please do not include health records or funding identifiers. Only authorised management can view the report or record an application status after confirmation outside the website.
The report displays the last 90 days. Contact info@exomotion.com.au about access, correction or deletion, subject to any record-keeping obligations. Preview test requests are stored separately and do not send customer emails.
Optional website analytics
When enabled, Google Analytics loads only after you choose Allow analytics. Rejecting it does not prevent you from reading the site or making an enquiry. You can change your choice using Analytics preferences in the footer. We store this preference in your browser for up to 180 days and respect Global Privacy Control and browser Do Not Track signals.
With your consent, we count visits to a limited set of general sales pages: the homepage, About, Pricing, Purchase, Home Visit and Contact. We send fixed page labels without URL query strings, fragments or referrer information. Google also processes browser, device and connection information. We do not load Google Analytics on our funding, eligibility, clinical guidance or customer-story pages.
A generic enquiry-completion event may be recorded after a consenting visitor submits one of our general website enquiry forms and reaches the confirmation page. A temporary marker in that browser session expires after ten minutes and contains only an enquiry marker and its timestamp, not the form answers. Opening the confirmation page directly is not counted. This is an enquiry count, not a sale, funding application or approval.
We do not send enquiry answers, self-check answers, health records, participant identifiers or selected funding pathways to Google Analytics. We do not enable Google advertising personalisation or Google signals. Google Analytics is disabled on local and preview sites. It is separate from the customer-story referral counters described above. Google may process information outside Australia; see Google's privacy policy.