1. Privacy Statement

Solmates Australia Pty Ltd ACN 649 345 782 trading as Solmates (we/us/our) consider your privacy to be important and we take our responsibility to protect your personal information seriously. 

This Privacy Policy (Policy) sets out how we collect, hold, use and disclose information about individuals who deal or interact with us when we provide our website to you (Services). We treat all personal information collected by us in accordance with this Policy and the Privacy Act 1988 (Cth) (Privacy Act). If there is any inconsistency between the Privacy Act and this Policy, the Privacy Act will prevail to the extent of the inconsistency.

In addition to the Australian laws, individuals located in the European Union or European Economic Area (EU) may also have rights under the General Data Protection Regulation 2016/679 and individuals located in the United Kingdom (UK) may have rights under the General Data Protection Regulation (EU) 2016/679) (UK GDPR) and the Data Protection Act 2018 (DPA 2018) (together, the GDPR). Appendix 1 outlines the details of the additional rights of individuals located in the EU and UK as well as information on how we process the personal information of individuals located in the EU and UK.

2. Personal Information collected by us

Personal information is information or an opinion, whether true or not and whether recorded in a material form or not, about an individual who is identified  or can be reasonably identified. We collect a variety of personal information that is reasonably necessary for the purposes of conducting our business and providing our services to you. The types of personal information we may collect about you include:

• Identity Data including first name, middle name, last name, title, date of birth, gender, pronouns and images of you. 

• Contact Data including billing address, delivery address, email address and telephone numbers.

• Financial Data including bank account and payment card details (through our third party payment processor, Shopify Payments, Paypal, Apple Pay, Shop Pay, GPay). 

• Transaction Data including details about payments from you to us and other details of products and services you have purchased from us.

• Technical and Usage Data including internet protocol (IP) address, your login data, your browser session and geo-location data, device and network information, statistics on page views and sessions, acquisition sources, search queries and/or browsing behaviour, information about your access and use of our website, including through the use of Internet cookies, your communications with our website, the type of browser you are using, the type of operating system you are using and the domain name of your Internet service provider.

• Profile Data including your username and password for your account or our Services, profile picture, purchases or orders you have made with us, support requests you have made, content you post, send receive and share through our platform, information you have shared with our social media platforms, your interests, preferences, feedback and survey responses.  

• Interaction Data including information you provide to us when you participate in any interactive features of our Services, including surveys, contests, promotions, activities or events.  

• Marketing and Communications Data including your preferences in receiving marketing from us and our third parties and your communication preferences.

3. Use of personal information

This information is collected from a range of sources including:

(a) our website <https://www.solmates.com.au/> (the Site);

(b) through surveys and questionnaires that you voluntarily complete;

(c) from our service partners that you interact with, for example, where we are working in collaboration with other businesses or institutions to conduct surveys and market research;

(d) when you make enquiries or requests of us, whether online, in telephone or in person;

(e) when you place an order with us;

(f) marketing research; or

(g) through our other business activities from time to time where we are interacting with you.

Personal information collected by us includes:

(a) your name;

(b) your postal address;

(c) your contact details such as your telephone number and email address;

(d) your payment details including your credit card information; and

(e) all logs, which may include information such as your Internet Protocol (IP) address, browser type, browser version, clickstream data, the pages of our Site that you visit, the time spent on any pages of our site and other log related information relating to your use of our Site.

 

4. Use of personal information

We automatically gather information to monitor the use of products and services. Much of the data we collect is aggregated and this information is effectively anonymous to us. In general, we use personal information for providing, evaluating, improving, personalising and developing our products and our business generally.

Purpose of use / disclosure	Type of Personal Information
To enable you to access and use our website, including to provide you with a login.	Identity Data Contact Data
To provide our Services to you, including to prepare, dispatch and deliver our products to you.	Identity Data Contact Data Profile Data
To enable research and development of our products and services (including the Services).	Identity Data  Technical and Usage Data  Interaction Data
To interact with third party service providers for the purposes of developing the goods and services that we will offer.	Identity Data  Technical and Usage Data  Interaction Data
To contact and communicate with you about our Services including in response to any support requests you lodge with us or other enquiries you make with us.	Identity Data Contact Data Profile Data
To contact and communicate with you about any enquiries you make with us via our website.	Identity Data Contact Data
For internal record keeping, administrative, invoicing and billing purposes.	Identity Data Contact Data Financial Data Transaction Data
For analytics, market research and business development, including to operate and improve our Services, associated applications and associated social media platforms.	Profile Data Technical and Usage Data
For advertising and marketing, including to send you promotional information about our events and experiences and information that we consider may be of interest to you.	Identity Data Contact Data Technical and Usage Data Profile Data Marketing and Communications Data
To run promotions, competitions and/or offer additional benefits to you.	Identity Data Contact Data Profile Data Interaction Data Marketing and Communications Data
To comply with our legal obligations or if otherwise required or authorised by law.	Any relevant Personal Information

 

We may also use your personal information to forward you other information or material which we believe may be of interest to you through targeted advertisements or marketing communications. 

For more information about targeted advertising, you can visit the Network Advertising Initiative’s educational page at < http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work >. 

You can also opt out of some advertising services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.

5. Disclosure of your personal information

We may disclose personal information to:

(a) our employees, contractors and/or related entities;

(b) IT service providers, data storage, web-hosting and server providers such as Shopify

(c) marketing or advertising providers such as Facebook, Instagram, TikTok and Pinterest. 

(d) delivery or logistics providers who deliver our goods to you and assist with printing delivery information, such as Sendl and Ricemeal;

(e) professional advisors, bankers, auditors, our insurers and insurance brokers;

(f) research partners that we may have engaged to conduct surveys and research; 

(g) payment systems operators such as Shopify Payments, Paypal, Apple Pay, Shop Pay, GPay;

(h) our existing or potential agents or business partners;

(i) sponsors or promoters of any promotions or competition we run;

(j) anyone to whom our business or assets (or any part of them) are, or may (in good faith) be, transferred;

(k) courts, tribunals and regulatory authorities, in the event you fail to pay for goods or services we have provided to you;

(l) courts, tribunals, regulatory authorities and law enforcement officers, as required or authorised by law, in connection with any actual or prospective legal proceedings, or in order to establish, exercise or defend our legal rights; and

(m) any other third parties as required or permitted by law, such as where we receive a subpoena.

6. Protecting your personal information

6.1 Steps we take

We take reasonable steps to protect all personal information we hold from:

(a) misuse, interference and loss; and

(b) unauthorised access, modification or disclosure.

The precautionary steps we take to protect personal information include:

(a) adopting measures to protect our computer systems and networks for storing, processing and transmitting personal information; 

(b) adoption of procedural and personnel measures for limiting access to personal information by our staff; 

(c) regularly reviewing our information collection, storage and processing practices; and

(d) such other security measures we consider reasonable and appropriate from time to time.

Notwithstanding that we use our best endeavours to protect all personal information we collect and hold, we unfortunately cannot guarantee the complete security of the personal information.

6.2 De-identifying and deleting personal information

When your personal information is no longer required to be kept by us, we will take reasonable steps to destroy or delete the personal information in a confidential manner.

7. Third parties

We may use third party tools to track your usage of our site.  

Our site may also contain links to other sites that are not operated by us. If you click on a third party link, you will be directed to that third party's site. We strongly advise you to review the privacy policy of every site you visit.

You acknowledge that we have no control over, and assume no responsibility for, the content, privacy policies, or practices of any third party sites or services whatsoever.  

You should be aware that your ability to opt-out of a third-party tool or platform will depend on the conditions governing your agreement with that third party.

If we receive personal information about you from a third party, we will protect it as set out in this Privacy Policy. If you are a third party providing personal information about somebody else, you represent and warrant that you have such person’s consent to provide the personal information to us.

8 Overseas Disclosure

8.1 Overseas IT service providers

We may disclose personal information to outsourced information technology service providers, including cloud computing providers and data storage providers, based overseas, including in the United Kingdom and Switzerland.

We will take reasonable steps to ensure such overseas recipients do not breach the Australian Privacy Principles (APP’s) or are subject to laws or a scheme substantially similar to the APP’s.

8.2 Consent to overseas disclosure

Other than as contemplated under this point 6, we will only disclose your personal information to an overseas recipient if:

(a) you consent to the transfer; or

(b) the disclosure of the information is required or authorised by or under an Australian law, other applicable law or a court/tribunal order.

9. Cookies

Cookies are files with small amounts of data, which may include an anonymous unique identifier. Cookies are sent to your browser from a web site and stored on your computer's hard drive.

Like many sites, we use "cookies" to collect information. You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent. However, if you do not accept cookies, you may not be able to use some features of our Site.

10. Web beacons

Web beacons (also known as clear gifs, pixel tags or web bugs) are tiny graphics with a unique identifier, similar in function to Cookies, and are used to track the online movements of web users or to access Cookies. 

Unlike Cookies which are stored on the user’s computer hard drive, web beacons are embedded invisibly on web pages (or in e-mail). 

Web beacons may be used to deliver or communicate with Cookies, to count users who have visited certain pages and to understand usage patterns. 

Like many sites, we use web beacons to collect information which is done in accordance with this policy.

11. Accessing and updating your personal information

If you are an individual who has provided personal information to us, you may request access to such information at any time by emailing us using the information contained in this policy. Depending upon the personal information you seek to access, you may be asked:

(a) to put your request in writing with evidence of your identity to verify that you are who you say; and

(b) to provide further details to assist us in responding to your request in a timely manner. 

We will respond to a request for access to personal information within a reasonable period after the request is made. 

11.1. Access to Personal Information

We will provide you with access to your personal information held by us unless:

(a) giving access would be unlawful; or

(b) denying access is required under the Privacy Act or any other applicable law.

11.2. Amending your personal information

We endeavour to keep all personal information we hold accurate, up to date and complete. If at any time you wish to correct any of your personal information, please contact us.

If we elect not to correct your information, we will notify you, within a reasonable time, of the reason for our refusal, the mechanisms available for you to complain about our refusal and such other matters required by the Privacy Act.

If you wish to have your Personal Information deleted, please let us know and we will take all reasonable steps to delete it, unless we need to keep it for legal reasons.

11.3 Anonymity

Where practicable we will give you the option of not identifying yourself or using a pseudonym in your dealings with us.

12. International Users

If you are located outside Australia and choose to provide your personal information to us, your personal information will be transferred to Australia and processed within Australia.

13. Complaints

If at any time you have a complaint against us regarding our Policy, including a breach of the Privacy Act, we invite you to make a complaint. All complaints made will be dealt with in confidence. We endeavour to respond within 30 days of receipt of a complaint with a resolution or proposed resolution to the issue raised.

Please note that you may also make a complaint to the Office of the Australian Information Commissioner (OAIC) about the handling of your personal information.  Information on making a privacy complaint can be found on their website at http://www.oaic.gov.au/privacy/making-a-privacy-complaint.

14. Variations

We reserve the right to vary this Policy from time to time without further notice to you. Any variations made will be updated on our Site. It is your responsibility to check this Policy every now and again to ensure you are aware of any changes made to it. We will not reduce your rights under this Policy without using our best endeavours to first provide you with notice.

15. Contact

For any questions or notices, please contact us at:

SOLMATES AUSTRALIA PTY LTD (ABN 28649345782)

Email: hello@solmates.com.au