Privacy policy

Your account. Your name, email address and role. Your password is stored only as a one-way hash; we cannot read it. If you request access, we also keep the company name you give us.

Your work. The projects, sizing answers (building type, room or unit counts, energy type and similar), results, selected parts, proposals and manual builds you create. A manual build can include site and contact details you choose to add, such as a site address, a contact’s name, email and phone, and a logo.

Conversations with the assistant. What you type to the “Ask Dux” assistant and its replies, and the answers gathered during a voice call, so you can pick up where you left off.

Voice. When you use “Talk it through”, the app sends your voice to our speech provider only while you hold the talk button. We do not store recordings of your voice.

Location (app, only when you ask). When you tap “Use my location” to find a Reece store, the app reads your approximate position, rounds it to about a kilometre and uses it once to look up the nearest stores through the Thermann support site’s store finder. We do not store it or track where you are.

Your devices (app). The name and type of each phone you sign in on, when it was last used, and a security key that phone created. This lets you see and sign out your devices from Account.

Activity records. A record of significant actions, such as sign-ins, sizings, proposal downloads and changes to your account, kept for security and to support the accuracy of proposals.

Technical information. Our hosting provider keeps standard server logs, which include IP addresses, for a limited time. We use IP addresses briefly to limit repeated sign-in attempts.

“Ask AI” and “Talk it through” send what you type or say to a third-party AI provider to produce the assistant’s replies. The app asks for your agreement before the first time either one sends anything, and you can use guided sizing and the manual builder without the assistant at all. Our AI providers do not use what the service sends them to train their models.

Photos. If you choose to send a photo, of a job sheet or plan to Ask AI, or of a plant room to check the space a system needs, the photo goes to our AI provider once to be read and is not kept by us. Only the description of the job that comes back from a job-sheet photo becomes part of the conversation.

Identifying an existing heater. If you photograph a water heater or its data plate to identify it, the photos go to our AI provider once to be read, and it searches the web for that make and model to find its published figures. The search uses the make and model, not your photos. We don’t keep the photos; only the figures you choose to use go into the sizing.

If you turn on Face ID, Touch ID or fingerprint unlock in the app, the check happens entirely on your phone. Your face or fingerprint data never leaves your device and we never receive it. Your phone only tells the app whether the check passed.

• To run the service: sign you in, size systems, and produce proposals, comparisons and quoting files.
• To refer jobs to the Dux Commercial team. When a sizing needs a specialist’s review, the job’s details and your name and email are sent to that team so they can follow up.
• To send invitations and password-reset emails, and to handle access requests.
• To keep the service secure, including detecting misuse and signing out lost devices.

We do not sell personal information, show advertising, or use advertising or analytics trackers in the website or the app.

We use third-party service providers to run the service. They handle information only on our behalf:

• A hosting provider hosts the website, the app’s server and the database, in Singapore.
• AI providers process what you type to the assistant, photos you choose to send it, and your voice during a voice call, to produce replies. They are located in the United States.
• An email automation service sends invitations, password resets and referral emails.

If you would like the names of these providers, contact our privacy officer at duxai@duxai.com.au.

Because these providers are overseas, your information may be stored or processed outside Australia. We choose providers that protect it to a standard consistent with the Australian Privacy Principles.

We may also disclose information where the law requires it.

All connections to the service are encrypted. Passwords are hashed. In the app, sign-in is tied to a security key that stays in your phone’s secure hardware, so a copied sign-in cannot be used on another device. The app locks after a few minutes in the background or when left untouched, and signs you out after a period without use. Changing your password signs out every other device.

We keep your account and work while your account is active. Projects, sizings and proposals may be kept after that where we need them as business records, for example to support a proposal or a warranty question. Voice and chat conversations are kept with the job they belong to. Server logs are kept for a limited time by our hosting provider.

You can delete your account at any time. The steps are also on our delete your account page, which works without the app:

• On the website: Account → Delete account.
• In the app: Account → Delete account. Your account is closed straight away and every device is signed out.
• By email: write to duxai@duxai.com.au from the address you sign in with.

We then delete your account and its personal information within 30 days, apart from records we must keep as described above, which we keep only for as long as they are needed.

You can ask for a copy of the personal information we hold about you, or ask us to correct it, by emailing duxai@duxai.com.au. We will respond within 30 days.

If you have a concern about how we have handled your information, contact us first. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au.

The service is for trade professionals and is not intended for anyone under 18.

We will update this page when our practices change, and show the date of the latest version at the top.

Privacy officer, Dux
duxai@duxai.com.au