Privacy Policy

Quick Navigation

1. Who We Are
2. What Personal Information We Collect
3. How We Use Your Personal Information
4. When and How We Share Your Information
5. Overseas Disclosure
6. How We Protect Your Information
7. How Long We Keep Your Information
8. Your Rights and Choices
9. Cookies and Tracking Technologies
10. Third-Party Websites and Links
11. Children’s Privacy
12. Changes to This Privacy Policy
13. Contact Us

1. Who We Are

Entity Name: Waqiah Foods Pty Ltd
ABN: 80 696 612 745
ACN: 696 612 745
Registered Office: 81-83 Campbell Street, Surry Hills, NSW 2010
Website: waqiahfoods.com.au
Privacy Contact: privacy@waqiahfoods.com.au
General Support: support@waqiahfoods.com.au

Waqiah Foods operates an online store specialising in halal meat and poultry products. We sell fresh and frozen perishable food products and arrange cold-chain delivery across Victoria, including metro and regional areas.

In this Policy, “we”, “us”, “our” refers to Waqiah Foods Pty Ltd. “You”, “your” refers to customers, website visitors, and any individuals whose personal information we collect.

2. What Personal Information We Collect

We collect personal information that is reasonably necessary to operate our business, process orders, provide services, and comply with legal obligations.

2.1 Information You Provide Directly

Account Registration and Orders:

• Full name
• Email address
• Phone number (mobile and/or landline)
• Delivery address (street, suburb, state, postcode, unit/apartment number)
• Billing address (if different from delivery address)
• Payment information (processed securely through our payment provider)
• Order notes and delivery instructions (gate codes, access instructions, Leave Safe (Authority to Leave) preferences, safe-drop instructions, special requests)
• Account credentials (username, password – stored encrypted)

Customer Support and Communications:

• Support messages and correspondence
• Complaint details and incident reports
• Photos submitted for quality issues or delivery proof
• Emails, contact form submissions, and support correspondence
• Feedback and survey responses

Marketing and Preferences:

• Email subscription preferences
• SMS/text message consent
• Communication preferences (frequency, content types)
• Product preferences and interests

2.2 Information We Collect Automatically

Website Usage and Analytics:

• IP address and general location (city/state level, not precise GPS)
• Device type, operating system, and browser
• Pages visited, links clicked, and time spent on pages
• Referring website or source
• Search queries entered on our site
• Shopping cart activity (items added, removed, abandoned)
• Checkout progress and completion
• Cookies and similar tracking technologies (see Section 9)

Transaction and Order History:

• Order numbers, dates, and times
• Products purchased, quantities, and prices
• Order status and fulfillment details
• Delivery windows and completion times
• Payment method used (not full card details)
• Refund, replacement, credit, and complaint history

2.3 Information From Third-Party Sources

Service Providers:

• Payment processors (e.g., Stripe): Transaction confirmations, payment method details, fraud signals
• Delivery partners/couriers: Delivery status updates, GPS tracking, proof of delivery photos
• Email/SMS platforms: Delivery status, open/click events, bounce/unsubscribe notifications
• Analytics providers: Aggregated traffic and behavior data
• Fraud prevention services: Risk scores, device fingerprints, verification results

Publicly Available Information:

• Business registration details (for commercial customers)
• Public social media profiles (if you interact with us publicly)

2.4 Sensitive Information

We generally do not collect sensitive information (as defined under the Privacy Act) such as health, religious beliefs, or biometric data. However:

• Dietary preferences (e.g., halal) may be inferred from product purchases but are not explicitly collected
• If you voluntarily provide sensitive information (e.g., health conditions affecting delivery), we collect it only with your consent and for the specified purpose

3. How We Use Your Personal Information

We use personal information for purposes that are reasonably necessary for our business functions and activities.

3.1 Order Processing and Fulfillment

• Confirming and processing orders
• Arranging packing and dispatch
• Coordinating delivery with drivers/couriers
• Communicating order status, substitutions, and delays
• Managing inventory and stock allocation
• Processing payments and preventing fraud
• Generating invoices and receipts

3.2 Customer Service and Support

• Responding to inquiries, complaints, and feedback
• Investigating quality issues and delivery problems
• Processing refunds, replacements, and credits
• Managing disputes and chargebacks
• Maintaining customer support records
• Training staff and improving service quality

3.3 Account Management

• Creating and maintaining customer accounts
• Authenticating users and securing access
• Storing order history and preferences
• Enabling faster checkout for repeat customers
• Managing account settings and communication preferences

3.4 Business Improvement and Analytics

• Analyzing website usage and customer behavior
• Understanding demand patterns and product performance
• Improving website functionality, checkout flow, and user experience
• Optimizing delivery routes and scheduling
• Developing new products and services
• Conducting market research and trend analysis
• A/B testing and experimentation

3.5 Marketing and Communications (With Consent)

Where you have consented or not opted out:

• Sending promotional emails about weekly specials, new products, and offers
• SMS/text messages for time-sensitive promotions (where opted in)
• Personalized product recommendations based on purchase history
• Re-engagement campaigns for inactive customers
• Newsletter subscriptions

You can opt out of marketing at any time via unsubscribe links, reply STOP to SMS, or contacting us.

Transactional messages (order confirmations, delivery updates, refund notifications) are NOT marketing and cannot be opted out of as they are essential to our service.

3.6 Legal Compliance and Protection

• Complying with legal obligations (tax, accounting, food safety, consumer protection)
• Detecting, preventing, and investigating fraud or illegal activities
• Protecting our rights, property, and safety and that of our customers and staff
• Enforcing our Terms and Conditions
• Responding to lawful requests from government agencies or courts
• Defending legal claims and managing disputes

4. When and How We Share Your Information

We do not sell, rent, or trade your personal information to third parties for their marketing purposes.

We share personal information only when necessary to provide our services, comply with legal obligations, or with your consent.

4.1 Service Providers and Business Partners

We share information with trusted third-party service providers who assist with:

Payment Processing:

• Stripe and other payment gateways (transaction processing, fraud detection)
• We do not store your full credit card details; they are tokenized by our payment processor

Delivery and Logistics:

• Warehouse and fulfillment partners (order details, packing instructions)
• Courier and delivery partners (name, delivery address, phone, delivery instructions)
• Drivers may receive your name, address, phone number, and delivery notes

Technology and Hosting:

• Cloud hosting providers (website hosting, database storage)
• Email and SMS service providers (transactional and marketing communications)
• Analytics platforms (Google Analytics, website usage data)
• Customer support tools (helpdesk software, chat platforms)

Professional Advisors:

• Accountants and tax advisors
• Legal counsel
• Insurance providers
• Business consultants

Service providers are contractually required to:

• Use information only for specified purposes
• Protect information with appropriate security measures
• Not use or disclose information for their own purposes
• Comply with privacy laws

4.2 Legal and Regulatory Requirements

We may disclose information where required or permitted by law:

• To government agencies (tax office, food safety authorities, consumer protection agencies)
• To law enforcement in response to lawful requests or investigations
• To courts or tribunals in connection with legal proceedings
• To protect our legal rights or defend against claims
• To prevent fraud, illegal activities, or threats to safety

4.3 Business Transfers

If we are involved in a merger, acquisition, sale of assets, or bankruptcy:

• Customer information may be transferred to the acquiring entity
• We will notify you and provide choices if material changes to privacy practices occur
• The new owner will be bound by this Privacy Policy unless you are notified otherwise

4.4 With Your Consent

We may share information for other purposes with your explicit consent.

4.5 De-identified and Aggregated Data

We may share de-identified or aggregated data that cannot reasonably identify individuals (e.g., “30% of customers in Melbourne ordered chicken this week”). This data is not considered personal information.

5. Overseas Disclosure

We primarily store and process customer data in Australia. However, some service providers may store or process data overseas, including:

• United States: Cloud hosting (AWS, Google Cloud), payment processing (Stripe), email delivery, analytics
• Europe: Some SaaS tools and support platforms
• Other countries: Where service providers operate global infrastructure

When we disclose information overseas, we take reasonable steps to ensure:

• Providers are subject to privacy laws substantially similar to the APPs, or
• Providers are bound by contractual privacy and security obligations (including incident notification and deletion on termination), or
• You have consented to the disclosure

By using our services, you consent to overseas disclosure as described. If you do not consent, please contact us to discuss alternatives (service limitations may apply).

6. How We Protect Your Information

We take information security seriously and implement reasonable technical, organizational, and physical safeguards.

6.1 Security Measures

• Encryption: HTTPS/TLS for data in transit; encryption for sensitive data at rest
• Access controls: Role-based permissions; multi-factor authentication for staff access
• Network security: Firewalls, intrusion detection, regular security updates
• Payment security: PCI DSS compliant payment processing; tokenization of card details
• Monitoring: Logging and monitoring for suspicious activity and security incidents
• Vendor management: Due diligence and security assessments of service providers
• Staff training: Privacy and security awareness training for employees

6.2 Limitations

While we implement robust security measures:

• No system is completely secure; we cannot guarantee absolute security
• Internet transmission carries inherent risks
• You are responsible for keeping your password secure
• You should use unique, strong passwords and not share account access
• Notify us immediately if you suspect unauthorized access

6.3 Data Breach Response

If a data breach occurs that is likely to result in serious harm:

1. Contain: Isolate affected systems, revoke access tokens, and stop further exposure.
2. Assess: Confirm what data was involved, who was affected, and the risk of harm.
3. Notify: Inform impacted individuals as soon as practicable and notify the OAIC where required under the Notifiable Data Breaches scheme.
4. Remediate: Rotate credentials, patch vulnerabilities, and support affected users with mitigation steps.
5. Review: Document the incident, implement improvements, and retrain staff if needed.

7. How Long We Keep Your Information

We retain personal information only for as long as necessary for legitimate business, legal, or regulatory purposes.

7.1 Retention Periods

• Active customers: Account and order data retained while account is active
• Inactive customers: Data may be retained for up to 7 years for legal/regulatory requirements
• Transaction records: Retained for at least 7 years for tax and accounting purposes
• Support communications: Retained for 3-5 years for quality assurance and legal defense
• Marketing data: Retained until you opt out or withdraw consent, then deleted within 30 days
• Website analytics: Aggregated data may be retained indefinitely; individual user data deleted after 26 months

7.2 Deletion and Anonymization

After retention periods expire:

• Data is securely deleted or permanently anonymized
• Deletion may be delayed if data is subject to legal holds or investigations
• Some data may be retained in de-identified form for analytics
• Backup copies may persist for a limited time in archival systems

8. Your Rights and Choices

You have rights regarding your personal information under the Privacy Act 1988 and Australian Privacy Principles.

8.1 Access to Your Information

You can request access to the personal information we hold about you. We will:

• Provide access within a reasonable timeframe (typically 30 days)
• Provide information in a commonly used format
• Verify your identity before providing access
• Charge a reasonable fee for complex or voluminous requests (where permitted)

We may refuse access in limited circumstances permitted by law (e.g., information subject to legal privilege, would impact others’ privacy).

8.2 Correction of Information

You can request correction of inaccurate, out-of-date, or incomplete information. We will:

• Correct information promptly when requested
• Notify third parties of corrections where appropriate
• Take reasonable steps to verify information before correcting

You can update most information directly through your account settings.

8.3 Deletion of Information

You can request deletion of your personal information. We will delete information unless:

• We are required by law to retain it (e.g., tax records, transaction history)
• It is necessary to complete transactions or provide services you’ve requested
• It is needed to detect fraud or enforce our rights
• Deletion would significantly impair ongoing business operations

Deletion of your account will result in loss of access to order history, saved preferences, and account benefits.

8.4 Marketing Opt-Out

You can opt out of marketing communications at any time:

• Email: Click “Unsubscribe” in any marketing email
• SMS: Reply STOP to any marketing text message
• Account settings: Update preferences in your account
• Contact us: Email privacy@waqiahfoods.com.au or support@waqiahfoods.com.au

Opting out will not affect:

• Transactional emails (order confirmations, delivery updates)
• Account and security notifications
• Legal notices and policy updates

8.5 Withdraw Consent

Where we rely on consent to process information, you can withdraw consent at any time. Withdrawal does not affect processing that occurred before withdrawal.

8.6 Complaints

If you have a privacy complaint:

1. Contact us first: Email privacy@waqiahfoods.com.au with details of your concern
2. We will investigate: Acknowledge within 2 business days; respond within 30 days
3. If not satisfied: You can contact the Office of the Australian Information Commissioner (OAIC):
   • Website: oaic.gov.au
   • Phone: 1300 363 992
   • Email: enquiries@oaic.gov.au

9. Cookies and Tracking Technologies

9.1 What Are Cookies

Cookies are small text files stored on your device when you visit websites. We use cookies and similar technologies (web beacons, pixels, local storage) to enhance your experience and understand website usage.

9.2 Types of Cookies We Use

9.3 Managing Cookies

You can control cookies through:

• Browser settings: Most browsers allow you to refuse or delete cookies
• Opt-out tools: Google Analytics opt-out browser add-on
• Do Not Track: We honor Do Not Track signals where technically feasible

Note: Disabling cookies may affect website functionality (e.g., unable to add items to cart, preferences not saved).

9.4 Third-Party Cookies

Third parties may set cookies through our website:

• Payment processors (fraud detection, transaction security)
• Analytics providers (Google Analytics)
• Advertising networks (if we use retargeting)

These third parties have their own privacy policies governing cookie use.

10. Third-Party Websites and Links

Our website may contain links to third-party websites (e.g., social media, payment providers, partner sites). We are not responsible for:

• Privacy practices of third-party websites
• Content or accuracy of information on external sites
• Security of information you provide to third parties

We recommend reviewing the privacy policies of any third-party websites you visit.

11. Children’s Privacy

Our services are not directed to children under 18. We do not knowingly collect personal information from children without parental consent.

If we discover we have inadvertently collected information from a child under 18:

• We will take steps to delete the information as soon as possible
• We will not use the information for any purpose
• We will not disclose it to third parties

If you believe we have collected information from a child, please contact us immediately at privacy@waqiahfoods.com.au.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect:

• Changes in our business practices or services
• Legal or regulatory requirements
• Customer feedback or technological developments

When we make changes:

• The “Last updated” date will be revised
• Material changes may be communicated via email or prominent website notice
• Continued use of our services after changes constitutes acceptance

We recommend reviewing this Policy periodically to stay informed about how we protect your information.

13. Contact Us

For privacy-related inquiries, requests, or complaints:

Privacy Officer
Waqiah Foods Pty Ltd
Email: privacy@waqiahfoods.com.au
Mail: 81-83 Campbell Street, Surry Hills, NSW 2010
Primary contact: privacy@waqiahfoods.com.au

General Customer Support
Email: support@waqiahfoods.com.au
Hours: Monday to Friday, 8:00am – 5:00pm Melbourne time

We aim to respond to all privacy inquiries within 2 business days and resolve requests within 30 days.

Need help fast? Email privacy@waqiahfoods.com.au (Mon-Fri 8am-5pm Melbourne time). If you are unable to access this policy due to accessibility needs, contact us and we will provide it in an alternative format.

By using our website and services, you acknowledge that you have read and understood this Privacy Policy and consent to the collection, use, and disclosure of your personal information as described.