How we handle your information.

Last updated 11 October 2026.

What we collect

When you send the enquiry form we collect your name, business name, email address, whether you would like a call or an email, your selected package and services, and anything optional you add: phone number, website address and a message. We use it to reply to you and to prepare a quote.

If you ask for a call

If you choose a call, we need your phone number and use it only to call or text you about your enquiry. We keep a record that you asked: the consent wording shown beside the choice, the time you sent the form and the page you sent it from. That record travels with your enquiry email and is saved with your enquiry (see below).

Where your enquiry is stored

When you send the enquiry form, we save it in a database on Cloudflare (Cloudflare D1, set up with a location hint for Oceania; Cloudflare treats a location hint as a preference, not a guarantee) before we email it to ourselves, so that it is not lost if our email fails. The saved copy holds what you sent in the form, the time, the page you sent it from and, if you asked for a call, the consent record described above. We keep it for up to 90 days after you send it, then delete it. We use it to answer you and to make sure no enquiry goes missing, and an automatic check emails us if one has not reached our inbox, naming only the time and a reference number, never your details.

We also send a short acknowledgement to the email address you gave, so you know it arrived, unless our spam check could not be completed for your enquiry. It repeats nothing you typed.

If we send your business an audit link

When we send a business a private link to an audit of its website, we record each time the page is opened and whether it was opened on a phone or a computer. That record holds nothing else: not your IP address, your browser or anything else that identifies you. We keep those records for up to 90 days, then delete them, and the link itself stops working after 90 days. We use them to know whether the audit was read, so we can follow up at a good time. Cloudflare, which runs our website, also keeps its own short-lived request logs, and those include the link. They hold the address of the audit page, /a/<token>/, and the address of the walk-through page when you open it from the audit, /walk-through/?a=<token>, where <token> is the private code in your link.

If you ask for a walk-through of the audit, we handle your request like any other enquiry (see above), and we also copy your name, business name, email address, phone number, how you would like us to reply and your message into our customer relationship management (CRM) system, where we keep track of the businesses we are talking to. It runs on our own server in Australia, on infrastructure we control. We keep it there while we are talking to you and for our records after that. Ask us and we will delete it.

The walk-through page remembers which audit you came from: it keeps the audit’s private code in this browser tab (session storage, under the key arello-audit) so a reload does not lose it, and takes the code out of the address bar before our analytics starts. The tab clears it when its session ends. The form sends the code with your request, so we know which audit you mean.

Your package preferences

We remember your selected package in this browser tab so you can visit another page and return to it. This session storage contains your package choices, not your name, email or message, and is cleared when the tab’s session ends. Your choices are included when you submit an enquiry.

If you use the question box

The question box under our FAQ sends your question to Google’s Gemini API, which writes the answer using only what this website publishes. Before a question leaves our server, we remove anything that looks like an email address or phone number. We use Google’s free service tier, under which Google may keep and use questions and answers to improve its products, so please do not type anything private. Google may process it on servers outside Australia.

We keep each question with its answer, the page it was asked from and the time, so we can see what people want to know and improve this website and its FAQ. We do not keep your IP address or anything else that identifies you, and questions are deleted after 12 months. Please leave personal details out of the box. To have a question deleted sooner, email us roughly when you asked it and what it said.

Who processes it

The form and the question box run on Cloudflare, which also runs the Turnstile check that stops automated spam. Turnstile may set a short-lived cookie on this site for that purpose only. Your enquiry is saved in Cloudflare’s database, as described above, then emailed to our inbox through Resend, which also sends your acknowledgement. Resend is a United States company, so it may process your enquiry on servers outside Australia. Questions typed into the question box go to Google’s Gemini API, as described above. If you ask for a walk-through of an audit we sent you, your request is also copied into our CRM, which runs on our own server in Australia. Apart from these, we do not sell, share or upload your details anywhere.

Analytics

On the live website, we use Google Analytics 4 through Google Tag Manager and Microsoft Clarity to understand visits, clicks, scrolling and session replays. Google Tag Manager loads when the page opens. Clarity starts after your first interaction or five seconds. Our analytics events do not include your form entries or your questions, and the enquiry panel, including the confirmation message, and the question box are marked for masking in Clarity.

Keeping and deleting it

The saved copy of your enquiry is deleted automatically 90 days after you send it. Enquiry emails stay in our inbox while we are talking to you and for our records after that. Email hello@arello.com.au at any time and we will delete everything we hold about you, including the saved copy. Cloudflare keeps rolling backups of its databases, so a deleted copy can stay in a backup for up to 30 days before it drops out.

Questions

Email hello@arello.com.au.