Privacy Policy

Who we are

Lucent Imaging is a printing, digitisation, restoration and framing studio in Fyshwick, ACT. We handle photographs, artwork and documents that matter to the people who bring them to us, so we take the information that comes with them seriously.

This policy explains what personal information we collect, why we collect it, who we share it with, how long we keep it and what you can do about it. It covers our studio, our client portal and the websites we operate: lucentimaging.com.au, lilli.com.au and framedincanberra.com.au.

We follow the Australian Privacy Principles (APPs) in the Privacy Act 1988 (Cth). A copy of the APPs is available from the Office of the Australian Information Commissioner at oaic.gov.au.

What we collect

Information you give us. Depending on how you work with us, this includes your name, email address, phone number, postal and delivery addresses, and the details of your enquiry or project. If you order online we also collect your billing and delivery details and any gift notes or special instructions you add. If you book an appointment we collect what the booking form asks for. If you open a business account we collect your business name, ABN or ACN, trading address, accounts contact and the details of your directors or owners.

Your images, files and objects. We collect the photographs, artwork, documents and other files you send us or upload, along with details such as file names and sizes, and the physical objects you leave with us.

Correspondence. We keep our email, SMS and phone conversations with you, including notes our team takes about your project, and conversations you have with the assistant on our website.

Payment information. Card payments are processed by Stripe. We never see or store your full card number - we hold a record of the payment, and for saved cards a token that lets Stripe charge the card again.

Technical information. When you use our websites we collect your IP address, browser and device details, and how you move through the site. We record your IP address when you sign in, submit an enquiry or hold a booking, so we can keep those forms secure.

Information from other people. We may receive your information from someone else: a framer in our partner network passing on an order you placed with them, a seller whose online store we print and post for, a colleague who refers you, or public sources such as the Australian Business Register, your website and social media. Where we do, we take reasonable steps to make sure you know we have it.

Cookies, analytics and session recording

Our websites set cookies that keep you signed in, keep your cart and uploads attached to your browser, and protect our forms from abuse. These are necessary for the site to work.

We also use PostHog, a product analytics service, to understand how our sites are used. PostHog records the pages you visit, what you click, and performance information, and sets an identifier so we can recognise a returning browser. If you are signed in, we connect that activity to your client record.

On our client portal, checkout, order pages and quote approval pages we also record page sessions - a replay of how the page behaved while you used it. Everything you type into a form field is masked before it leaves your browser, and we mask personal details on the most sensitive pages, but a replay can still show information that was on screen.

Visitors in the EU, EEA and UK are asked before we turn any of this on, and nothing is recorded unless you agree. Elsewhere, including Australia, analytics and session recording are on by default and this policy is your notice of it. You can opt out at any time by using your browser's tracking protection or a content blocker.

How we use your information

We use your personal information to:

• quote for, produce and deliver your project, and keep you updated on it;
• take payment, issue invoices and keep our accounts;
• manage bookings, appointments and reminders;
• run your client portal account and, where you have one, your trade or credit account;
• answer your enquiries and provide support;
• improve our website, our services and our pricing;
• send you marketing about our services, where you would expect to hear from us and until you tell us to stop; and
• meet our legal and tax obligations.

We may also use your information for a related purpose you would reasonably expect, or where the law requires or permits it.

Sensitive information

Sensitive information includes things like health information, racial or ethnic origin, religious or political views, and criminal record. We do not ask you for it, and we do not need it to do our work.

It can still reach us inside the work itself. A photograph, a document or an artwork you send us for restoration, scanning or framing may show people, events or details that fall into these categories, and our restoration assessments describe the condition and content of the images you send. By sending us your images and objects, you consent to us handling that content to complete your project. We use it only for your project, for a directly related purpose, with your consent, or where the law requires it.

Artificial intelligence

We use AI tools from Anthropic in a few places: assessing the condition of an image sent to us for restoration, drafting a reply or a project record from an enquiry or an email conversation, answering questions in the assistant on our website, and helping us write. We also use Topaz Labs to enlarge images for large prints.

This means the content involved - which can include your photographs, your messages to us and your name - is sent to those providers so they can return a result to us. We only send what the task needs, we do not sell your information, and we do not use your files or messages to train our own models. AI never decides anything about you on its own: a person reviews the result.

If you would prefer we did not run your images through these tools, tell us and we will handle your project manually. These tools make us more efficient, which keeps our costs and turnaround times down, so manual work takes longer and costs more - on a complex project it can be up to ten times the price.

Who we share it with

We do not sell your personal information. We share it with the providers who help us run the studio, and only so they can do that job:

• Payments and accounting: Stripe, Xero.
• Email, SMS and phone: Postmark, Google Workspace, Missive, Twilio.
• Hosting, storage and security: DigitalOcean, Cloudflare, Upstash.
• Files, printing and production: Dropbox, PrintNode, Topaz Labs.
• Delivery: Starshipit and the carriers who deliver your parcel, including Australia Post.
• Bookings and calendars: Google.
• Website analytics and error monitoring: PostHog, Sentry.
• AI: Anthropic.
• Marketing: Buffer.
• Online store connections: Shopify, where you connect your store to us.
• Business and credit checks: the Australian Business Register, and our credit reporting body for trade credit accounts.

We may also disclose your personal information:

• to anyone you ask us to send it to, or where you have given us permission;
• to our professional advisers, such as our accountants and lawyers;
• to debt collectors and lawyers, if we need to recover an overdue account;
• to a buyer, if we sell or restructure the business, so your projects and records carry on with it; and
• where the law requires or authorises it.

Overseas storage and processing

Our databases and the files you upload are stored in Australia. Some of the providers listed above are based overseas or process information overseas, including in the United States, New Zealand and Europe. In particular, our website analytics and session recordings, the content sent to our AI providers, image enlargement, and our email and messaging tools are processed outside Australia.

Before we use a provider we take reasonable steps to satisfy ourselves that they handle personal information properly, and we only give them what they need.

Trade credit accounts and credit information

This section applies if you apply for or hold a trade credit account with us. Credit accounts are for business purposes only.

What we collect. Your business details, ABN or ACN, the details of your directors, owners or partners, the trade references you give us, and your payment history with us. Where a sole trader, partner or director gives a personal guarantee, we also collect credit information about that person.

Credit checks. Before we approve an account we obtain a credit report about your business from a credit reporting body, and we contact the trade references you provide. Where a guarantee is given, this includes a check of the guarantor's personal credit information. We will tell you which credit reporting body we use when you apply, and you can ask them for a copy of their own privacy policy.

Monitoring. While your account is open we receive notifications from a credit reporting service about changes to your ASIC records, court actions and payment defaults, so we can keep your account and its limit appropriate.

Consent. By applying for an account you consent to us obtaining that information, receiving those notifications while your account is open, and contacting your trade references. Government departments and agencies can apply for credit terms without a credit check or guarantee.

Disclosure. If your account falls overdue we may disclose your information to debt collection agencies and our legal advisers to recover what is owed.

Access, correction and complaints. You can ask us for the credit information we hold about you, ask us to correct it, or complain about how we have handled it, using the contact details at the end of this policy. We will acknowledge a credit-related request promptly and respond within 30 days.

How long we keep it

We keep your information for as long as we need it, and then no longer than the law requires:

• Quotes, invoices, projects and account records: at least seven years, as our tax and business record-keeping obligations require.
• Files you upload to order online: about 90 days if you don't go on to order them, and up to seven years after your most recent order that used them.
• Files and originals you bring to the studio: your digital files are available to you for 30 days after your project is finished and then move into backup storage, which we generally hold for at least 12 months. Physical objects are covered by our Terms of Service.
• Correspondence, enquiries and call notes: while they remain part of your client record.
• Website analytics and recordings: in line with our analytics provider's retention settings.
• Credit information: while your account is open and for seven years after it closes.

When we no longer need your personal information, we take reasonable steps to destroy it or remove the details that identify you. Some records are kept in a de-identified or summary form for our own accounting and history.

Security

We store your information in a manner that reasonably protects it from misuse, loss and unauthorised access, modification or disclosure. Our staff devices and backups are encrypted, access to our systems requires a password and, for our team, two-factor authentication, and the files you upload are private by default and served only to people authorised to see them.

No system is perfectly secure. If a data breach happens that is likely to cause you serious harm, we will tell you and the Office of the Australian Information Commissioner, as the Privacy Act requires.

Marketing and how to opt out

We may send you news about our services by email or SMS if you are a client or you asked to hear from us. You can opt out at any time by replying to the message, using the unsubscribe link where one is provided, or emailing us. We will action it promptly, and you will still receive the messages we need to send about a project, a booking or an invoice.

Access, correction and complaints

You can ask us for the personal information we hold about you and ask us to correct it. If you have a client portal account you can update your contact and address details there yourself; for anything else, contact us in writing.

We do not charge you to make a request. If a request takes a lot of work to compile we may charge a reasonable fee for our time, and we will tell you before we do. We will ask you to confirm your identity before releasing anything, and we will respond within 30 days. If we can't give you what you have asked for, we will explain why.

If you think we have mishandled your personal information, please tell us first - we would rather hear about it and fix it. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

Changes to this policy

We may update this policy from time to time. The current version is always on our website, and the date below tells you when it last changed.

Contact us

If you have any questions about this policy or about how we handle your personal information, please contact us:

Email: [email protected]
Mail: PO Box 188, Fyshwick, ACT, 2609, Australia

Last updated: 16 September 2026