1. Who We Are

Frozberries operates an e-commerce platform for the sale and delivery/collection of frozen, chilled, and ambient products in Australia. This Privacy Policy applies to personal information collected through our website, customer service communications, orders, and related services.

2. What Personal Information We Collect

Depending on how you interact with us, we may collect the following types of personal information:

• Identity and contact details: name, email address, phone number, delivery address, billing address.
• Account information: username, password (encrypted/hashed by platform), account preferences.
• Order information: products purchased, order value, delivery notes, order history, refunds/returns, communications about your order.
• Payment information: payment method details and transaction information processed through our payment gateway providers (we do not store full card details on our servers).
• Delivery and collection information: delivery instructions, contact attempts, collection arrangements, proof of delivery/collection information where applicable.
• Communications: emails, phone call details, messages, support enquiries, complaint details, and feedback you provide to us.
• Technical and usage data: IP address, browser type, device type, operating system, pages viewed, time spent on pages, referring URLs, and website interaction data.
• Marketing preferences: whether you have opted in to receive promotional emails, SMS, or other marketing communications.

3. How We Collect Personal Information

We collect personal information in several ways, including:

• Directly from you when you register an account, place an order, submit a form, contact us, or subscribe to updates.
• Automatically when you use our website through cookies, analytics tools, and similar technologies.
• From third parties involved in order processing and delivery (for example, payment gateway confirmations, fraud checks, and courier updates).
• From publicly available sources or social media platforms where you choose to interact with us publicly.

4. Why We Collect and Use Your Information

We collect, hold, and use personal information to operate our business and provide our services, including to:

• Process, confirm, and fulfil orders (including delivery and collection arrangements).
• Provide customer support, respond to enquiries, and handle complaints, returns, and refunds.
• Verify your identity where reasonably necessary (for example, certain collection or fraud-prevention checks).
• Process payments and manage billing, accounting, and tax records.
• Communicate with you about your orders, product availability, substitutions, and service updates.
• Improve our website, products, customer experience, and operational performance.
• Monitor and protect our website and business from fraud, abuse, and security threats.
• Send marketing communications (where permitted by law and in accordance with your preferences).
• Comply with legal, regulatory, and record-keeping obligations.

5. Cookies, Analytics and Website Tracking

Our website may use cookies and similar technologies to improve functionality, remember preferences, understand how visitors use the website, and support analytics and marketing activities. Cookies may collect technical and browsing information such as browser/device details, pages viewed, session information, and interactions on the website.

We may use analytics and advertising/remarketing tools provided by third parties (for example, website analytics, marketing pixels, and conversion tracking tools) to better understand website performance and improve our advertising effectiveness. These third-party services may use cookies or similar technologies.

You can manage cookie settings through your browser. Disabling some cookies may affect website functionality, checkout experience, or account features.

6. Payment Processing

Payments made through our website are processed by approved third-party payment gateway providers. We do not store full credit card numbers, CVV numbers, or other sensitive card verification details on our servers. Payment providers may collect and process personal information and payment data in accordance with their own privacy policies and security standards.

7. Who We Share Personal Information With

We may disclose personal information to trusted third parties where reasonably necessary to operate our business and provide our services, including:

• Payment gateway providers to process payments and manage payment security/fraud checks.
• Delivery drivers, couriers, and logistics providers to deliver your order or coordinate delivery/collection.
• Website hosting, developers, and IT service providers who support our website, systems, and security.
• Email, SMS, and communications platforms used to send order updates, service notices, or marketing communications.
• Analytics, advertising, and marketing service providers to measure performance and improve campaigns.
• Professional advisers such as accountants, auditors, legal advisers, and insurers.
• Regulators, law enforcement, or government authorities where required or authorised by law.

We do not sell your personal information to third parties.

8. Overseas Disclosure and Storage

Some of our service providers (including website, analytics, cloud hosting, email, or payment service providers) may store or process personal information outside Australia. Where this occurs, we take reasonable steps to work with reputable providers and to protect your personal information in line with applicable privacy obligations.

Because technology providers may use global infrastructure, the countries in which data is processed may vary from time to time.

9. Direct Marketing

We may send you marketing communications about products, promotions, or updates if you have opted in, if you are an existing customer and the communication is permitted by law, or if otherwise allowed under applicable electronic marketing laws. You can unsubscribe from marketing emails at any time by using the unsubscribe link in the email or by contacting us directly.

Even if you opt out of marketing, we may still send service-related communications (for example, order confirmations, delivery updates, password resets, and policy updates).

10. Security of Personal Information

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure. These steps may include secure hosting, restricted access controls, password protection, software updates, monitoring, and the use of reputable third-party providers.

However, no internet transmission or electronic storage system can be guaranteed to be completely secure. You provide information to us at your own risk to the extent permitted by law.

11. Data Retention

We retain personal information for as long as reasonably necessary for the purposes described in this Privacy Policy, including to fulfil orders, provide support, maintain business records, comply with legal/tax/accounting obligations, resolve disputes, and enforce our agreements.

When personal information is no longer required, we will take reasonable steps to destroy it or de-identify it, unless we are required or permitted by law to retain it.

12. Access and Correction

You may request access to the personal information we hold about you and request corrections if the information is inaccurate, incomplete, or out of date. To do so, please contact us using the contact details below. We may need to verify your identity before processing your request.

In some circumstances, we may be permitted by law to refuse access or correction requests, in which case we will provide reasons where required.

13. Privacy Complaints

If you have a concern or complaint about how we handle your personal information, please contact us first so we can investigate and attempt to resolve the issue. Please include your name, contact details, and details of your complaint.

We aim to respond within a reasonable time. If you are not satisfied with our response, you may be able to refer your complaint to the Office of the Australian Information Commissioner (OAIC).

14. Children’s Privacy

Our website and services are not intended for children to use independently without parent or guardian involvement. If you are under 18, you should only use our website with the involvement and consent of a parent or legal guardian.

15. Third-Party Links and Services

Our website may contain links to third-party websites, payment gateways, or services. We are not responsible for the privacy practices, content, or security of those third-party websites or services. We encourage you to review their privacy policies before providing personal information.

16. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business practices, website features, legal requirements, or service providers. The updated version will be published on this page with a revised "Last Updated" date. Your continued use of our website and services after changes are posted indicates acceptance of the updated Privacy Policy to the extent permitted by law.

17. Contact Us

If you have questions about this Privacy Policy, want to request access/correction, or wish to make a privacy complaint, please contact us:

• Email: [email protected]
• Phone: (02) 9987 0888
• Address: 29 Hope Street, Melrose Park, NSW 2114, Australia
• Business Hours: Monday to Friday, 8:00am - 4:00pm (AEST/AEDT)

You may also review our Terms & Conditions and Return & Refund Policy for additional information about how orders, deliveries, and refunds are handled.