Privacy policy

Who we are

Tilow is operated by What is Next Pty Ltd ("Tilow", "we"). This policy explains how personal information is handled on tilow.com.au and in the Tilow platform, under the Privacy Act 1988 and the Australian Privacy Principles.

Two kinds of information

When you book with a repairer (a repair, a sale, an upgrade or a reservation), your details go to that repairer, an independent business, to manage your booking. The repairer is responsible for that information and handles it under their own privacy policy. Tilow hosts it for them and keeps it separate from every other business.

When you deal with Tilow directly (the waiting list, a partner application or a message to us), Tilow is responsible for your information.

What we collect

• Your name, email and mobile, and your postcode or suburb.
• What you asked for: the device, the repair, sale or upgrade, and your booking time.
• For a partner application: your business details, including its size and current systems.
• The page you came from and any campaign tags in the link, so we know which advertising works.

When you sell a phone, the repairer checks your ID through Stripe Identity. Stripe holds your document and selfie; the repairer and Tilow keep only the result. If a repair needs your passcode, it is stored encrypted for that job only and deleted automatically when the job is finished.

How we use it

• To manage your booking, application or enquiry.
• To tell you when a Tilow repairer opens near you, if you joined the waiting list.
• To send offers and updates, only if you ticked the box to agree. Every marketing email has a one-click unsubscribe and every marketing SMS accepts STOP.

Cookies and analytics

The site works without analytics cookies. If you accept them, we use Google Analytics and the Meta pixel to see which pages help people and which advertising works. You can change your choice at any time with "Cookie settings" at the foot of every page. We also keep a note in your browser of the repairer you chose and any campaign tags, so the booking goes to the right place.

Who else handles it

We use service providers to run Tilow: Supabase and Amazon Web Services for hosting, Stripe, Square and Tyro for payments and ID checks, Twilio for SMS and calls, Google and Resend for email, and Anthropic for AI-drafted replies that a person reviews before they are sent. Some of these providers store information outside Australia, including in the United States.

How long we keep it

Only as long as we need it. Inactive leads are anonymised after 24 months, resolved support conversations 24 months after they close, and call recordings after 12 months. Records the law requires us or a repairer to keep, such as tax records and the second-hand dealer register, are kept for the period the law sets.

Your choices and rights

You can ask for a copy of your information, ask us to correct it, or ask us to delete it, through our contact form. For a booking with a repairer, you can also ask the repairer directly. We will respond within 30 days.

If you are not happy with how we handle a privacy concern, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.