Privacy Policy

Who we are

Mr Weaver Melbourne (Racket Restringing Service by Mr Weaver) is a sole trader business run by Erwin Tan at 5/8 Faro St, Point Cook VIC 3030. Our ABN is 43 232 215 926.

When this page says we or us, it means Erwin and the business. We follow the Australian Privacy Principles in how we handle your personal information.

What we collect

We collect what you give us when you book, message or sign up:

• Your name and phone number
• Racket and booking details, such as your racket, string and tension choices, drop-off and pick-up times and what the job cost
• Your messages when you contact us on WhatsApp, including messages that Mary handles
• Loyalty account details, such as your name, phone number and stamp history
• Basic website data, covered under "This website" below

You choose what to tell us. We do not need sensitive details like your health or finances, so please do not send them.

How we use it

• To make and confirm your booking and restring your racket
• To reply to your questions and give honest string and tension advice
• To remember your racket and setup so repeat visits are quick
• To run the loyalty program and give you the rewards you have earned
• To keep basic business records, including the ones we need for tax

We do not use your information for anything unrelated to running the business and looking after you.

Our AI assistant, Mary

Messages sent to our business WhatsApp may be answered by Mary, our automated AI assistant. She helps with everyday things like prices, string advice and booking times so you get a quick reply.

• Mary is not a person. She is an automated AI assistant.
• Your message goes to Anthropic. To write a reply, the text of your message is processed by Anthropic, the company behind the Claude AI model.
• A human reviews escalations. If Mary cannot help, or the message is a complaint or anything out of the ordinary, it goes to Erwin to deal with.
• You can ask for Erwin any time. Just say so in the chat. You can also call him on +61 406 823 175, or send STOP if you would rather not get automated replies.

Who handles your information for us

We use a small number of established services to run the business. They handle your information on our behalf and only for the jobs below.

• Meta (WhatsApp) carries the messages you send to us and we send to you.
• Anthropic processes message text so Mary can draft replies.
• Google provides the calendar and spreadsheets we use for scheduling and records, and the analytics tools on this website.
• Firebase and Vercel host this website, the loyalty program and our customer records.
• MVK Studios is the technology partner that builds and looks after our systems, and can access them to do that.

Some of these providers store or process information outside Australia, mostly in the United States. We only share what is needed for the job.

This website

This website uses Google Tag Manager and Google's analytics tools to count visits and see which pages and buttons get used. It also uses the Meta pixel to measure how well our Facebook and Instagram ads work. These tools use cookies and similar technology.

You can block them in your browser settings or with a privacy extension and the site will still work. The site also loads fonts and a map from Google.

What we never do

• We never sell, rent or trade your information.
• We never send marketing messages without your consent, and you can take that consent back any time.
• We never share your phone number or messages with other businesses so they can market to you.

How long we keep it

We keep your details while you are a customer and for a reasonable time after, so we can look up your racket and tension next time. In plain terms:

• Booking and racket details stay while you remain a customer, then are removed once we no longer need them.
• WhatsApp conversations, including chats with Mary, stay while they are useful for looking after your booking, then get cleared out.
• Loyalty accounts stay while the account is active.
• Business and tax records, like invoices, are kept for five years because the law requires it.

If you ask us to delete something, we will, unless the law says we have to hold on to it.

Keeping it safe

Customer records sit in password protected systems, and only Erwin and the people who maintain those systems can open them. No system is perfectly secure. If something goes wrong that could cause you serious harm, we will tell you promptly.

Your rights

Under the Australian Privacy Principles you can ask us to:

• Tell you what personal information we hold about you
• Correct anything that is wrong or out of date
• Delete your information
• Stop sending you messages

Message us on WhatsApp or email us. We may ask a quick question first, like the phone number you booked with, to check it is really you. We aim to reply within 30 days and it is usually much faster.

If you are not happy with how we have handled something, tell us and we will try to put it right. You can also complain to the Office of the Australian Information Commissioner at oaic.gov.au.

Changes to this policy

If we change how we handle your information, we will update this page and the date at the top.