Privacy Policy

Fiora Health Pty Ltd (“Fiora Health”, “Fiora”, “we”, “us” or “our”) respects your privacy and is committed to protecting your personal information. This Privacy Policy takes into account the requirements of the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), as applicable to us.

This Privacy Policy applies to all users of the Fiora website, www.fiorahealth.com.au (the “Website”), and should be read together with our Terms and Conditions and other applicable policies. It also applies to your purchase and use of products, content and other services provided by us through the Website (collectively, our “Services”).

When you access or use the Website, we may collect certain information about you automatically, as well as information that you voluntarily provide to us during your interactions with the Website, our Services or our team. This Privacy Policy explains what personal information we collect, how we collect it, how we use and disclose it, and the choices and rights available to you in relation to your personal information.

Please read this Privacy Policy carefully before using the Website or providing your personal information to us. If you do not agree with the way we handle personal information as described in this Privacy Policy, please do not provide personal information to us or use the Website.

1. What is Personal Information?

For the purposes of this Privacy Policy, “personal information” has the meaning given to it under the Privacy Act 1988 (Cth).

Generally, personal information means information or an opinion about an individual who is reasonably identifiable, whether the information is recorded in a material form or not.

The type of personal information we collect depends on how you interact with us and the Services you use.

2. What Personal Information Do We Collect?

We may collect different types of personal information depending on your interaction with Fiora.

This may include:

• your name;

• email address;

• telephone or mobile number;

• billing address;

• shipping or delivery address;

• account details;

• order and purchase information;

• transaction details;

• information relating to products you purchase;

• information you provide when contacting us;

• information contained in enquiries, feedback, reviews or surveys;

• information you provide when subscribing to marketing communications;

• your preferences relating to our products and communications;

• IP address;

• browser type and version;

• device information;

• operating system;

• information about how you interact with our Website;

• pages and products you view;

• referring websites or search terms;

• date and time of Website visits; and

• other information you voluntarily provide to us.

We may also collect information through cookies, pixels, analytics tools and similar technologies, as described further below.

Payment Information

When you purchase products through the Website, your payment may be processed through Shopify Payments and related payment service providers.

We do not generally store or retain your complete credit card or payment card details on our own systems. Payment information may be collected and processed by the relevant payment service provider in accordance with its own privacy policy and applicable laws.

3. Sensitive Information and Health Information

Fiora provides health and wellness products. However, we do not generally require you to provide health information, medical information or other sensitive information in order to purchase products through our Website.

You may choose to provide information relating to your health, medical history, medications, conditions or other sensitive information when communicating with us, for example when contacting our customer support team.

We recommend that you do not provide sensitive or health information unless it is reasonably necessary for your enquiry or we specifically request it.

If you voluntarily provide sensitive information to us, we will handle that information in accordance with applicable privacy laws.

We will not collect sensitive information about you unless permitted or required by applicable law and, where required, with your consent.

4. How Do We Collect Personal Information?

We may collect personal information in a number of ways.

Information You Provide Directly to Us

We may collect personal information directly from you when you:

• purchase products from our Website;

• create or manage an account;

• subscribe to our email or SMS communications;

• contact us by email or other means;

• submit an enquiry;

• provide feedback or a product review;

• participate in a survey, promotion or competition; or

• otherwise communicate or interact with us.

Information Collected Through the Website

When you visit or use our Website, certain information may be collected automatically.

This may include information about your device, browser, IP address, Website activity and how you interact with our Website.

We use cookies, pixels and similar technologies for these purposes.

Information from Third Parties

We may also receive personal information from third parties where permitted by law.

These third parties may include payment providers, delivery providers, analytics providers, advertising platforms and other service providers that assist us in operating our business.

5. How Do We Use Personal Information?

We may collect, hold, use and disclose your personal information for purposes including:

• providing and delivering our products and Services;

• processing and fulfilling your orders;

• processing payments;

• arranging delivery;

• providing order confirmations, receipts and invoices;

• communicating with you about your orders;

• responding to enquries and providing customer support;

• managing customer accounts;

• processing returns, refunds and other transactions;

• understanding how customers use our Website;

• improving our Website, products and Services;

• conducting analytics and research;

• measuring the effectiveness of our advertising and marketing;

• providing relevant advertising and marketing communications;

• administering promotions, competitions, surveys and reviews;

• detecting and preventing fraud, security incidents and unlawful activity;

• maintaining the security and functionality of our Website;

• complying with our legal and regulatory obligations; and

• establishing, exercising or defending our legal rights.

We may also use your personal information for other purposes where permitted or required by law.

Where practical, we will take reasonable steps to inform you of the purpose for which your personal information is collected at or before the time of collection.

6. Cookies and Similar Technologies

We use cookies and similar technologies on our Website.

Cookies are small data files stored on your device when you visit a website. They help us operate our Website, remember preferences, understand Website usage and improve your experience.

We may use cookies for purposes including:

• enabling essential Website functions;

• maintaining your shopping cart and checkout experience;

• remembering preferences;

• maintaining Website security;

• understanding Website traffic and usage;

• analysing Website performance;

• measuring advertising effectiveness; and

• supporting relevant marketing and advertising.

You can adjust your browser settings to refuse or delete cookies. However, disabling certain cookies may affect the functionality or performance of our Website.

Where required by applicable law, we will seek your consent before using non-essential cookies or similar tracking technologies.

7. Google Analytics

We use Google Analytics to help us understand how visitors use our Website.

Google Analytics may collect information such as your device information, IP address, browser information, pages visited, interactions with the Website, traffic sources and other Website usage information.

We use this information to understand Website performance, analyse customer behaviour, improve our Website and Services and evaluate our marketing activities.

Google may process information collected through Google Analytics in accordance with its own privacy policies.

You can learn more about Google's privacy practices through Google's privacy information.

8. Meta Pixel and Advertising

We use the Meta Pixel and related Meta advertising technologies to help us understand the effectiveness of our advertising campaigns and interactions with our Website.

These technologies may collect information about your device, browser, Website activity and interactions with advertisements.

We may use this information to:

• measure advertising performance;

• understand conversions;

• improve our advertising campaigns;

• create or assist with advertising audiences; and

• display advertising that may be relevant to you.

Where required by applicable law, we will obtain consent before using non-essential advertising or tracking technologies.

You may also be able to manage your advertising preferences through your Meta account and device or browser settings.

9. Direct Marketing

We may use your personal information to communicate with you about Fiora products, promotions, offers, educational content and other information that may be relevant to you.

We may communicate with you by email, SMS or other electronic means where permitted by law.

Where required, we will obtain your consent before sending commercial electronic messages.

You may unsubscribe from our marketing communications at any time by following the unsubscribe or opt-out instructions contained in the relevant communication or by contacting us at:

support@fiorahealth.com.au

We will process valid unsubscribe requests in accordance with applicable law.

Unsubscribing from marketing communications will not affect service-related communications that are necessary to process or fulfill an order or provide Services to you.

10. Disclosure of Personal Information

We may disclose personal information to third parties where reasonably necessary for the purposes described in this Privacy Policy.

These third parties may include:

• Shopify and related service providers;

• Shopify Payments and payment service providers;

• delivery and logistics providers;

• website hosting and technology providers;

• Google and analytics service providers;

• Meta and advertising service providers;

• customer service providers;

• email and SMS marketing providers;

• professional advisers, including lawyers, accountants and insurers;

• government authorities and regulators where required or authorised by law; and

• other third parties where you have authorised us to disclose the information or where disclosure is otherwise permitted or required by law.

We take reasonable steps to ensure that third parties to whom we disclose personal information handle that information appropriately and consistently with the purposes for which it was disclosed.

We do not sell your personal information to third parties for money.

11. Overseas Disclosure of Personal Information

Some of the third parties and service providers we use may be located outside Australia or may store or process personal information outside Australia.

This may include providers involved in:

• e-commerce and website services;

• payment processing;

• analytics;

• advertising;

• cloud hosting;

• technology services; and

• other business services.

The countries in which your personal information may be stored or processed will depend on the service providers we use from time to time.

Where we disclose personal information overseas, we will take reasonable steps required by applicable Australian privacy law in relation to overseas disclosure.

12. Data Security

We take reasonable steps to protect personal information we hold from misuse, interference and loss, and from unauthorised access, modification or disclosure.

Our security measures may include technical, administrative and organisational safeguards appropriate to the nature of the information we hold.

However, no method of transmitting or storing information electronically can be guaranteed to be completely secure.

If we become aware of an eligible data breach involving your personal information, we will deal with the breach in accordance with applicable Australian privacy laws, including the Notifiable Data Breaches scheme where applicable.

13. How Long Do We Keep Personal Information?

We retain personal information for as long as reasonably necessary for the purposes for which it was collected, including to:

• provide our products and Services;

• maintain transaction and business records;

• comply with legal and regulatory obligations;

• resolve disputes;

• enforce our agreements; and

• establish, exercise or defend our legal rights.

When personal information is no longer reasonably required, we will take reasonable steps to destroy or de-identify it, subject to any legal or regulatory requirements that require us to retain it.

14. Access to Personal Information

You may request access to personal information that we hold about you, subject to certain exceptions under applicable law.

To request access to your personal information, please contact us at:

support@fiorahealth.com.au

We may need to verify your identity before providing access to your personal information.

We will deal with access requests in accordance with the Australian Privacy Principles and applicable law.

15. Correction of Personal Information

We take reasonable steps to ensure that personal information we hold is accurate, complete and up to date.

If you believe that personal information we hold about you is inaccurate, incomplete or out of date, you may ask us to correct it.

Please contact us at:

support@fiorahealth.com.au

We will consider and respond to your request in accordance with applicable privacy laws.

16. Dealing with Us Anonymously or Pseudonymously

Where it is lawful and practicable, you may have the option of dealing with us anonymously or using a pseudonym.

However, this option may not be available where:

• we are required or authorised by law to deal with individuals who have identified themselves;

• it is impracticable for us to provide the requested product or Service without identifying you;

• identification is necessary to process an order or payment; or

• we need to verify your identity to respond to an access, correction or privacy complaint request.

If you do not provide personal information that we reasonably require, we may not be able to provide certain products, Services or assistance to you.

17. What Happens If You Do Not Provide Personal Information?

You generally have the option not to provide personal information to us.

However, if you choose not to provide information that is reasonably necessary for a particular purpose, we may be unable to:

• process or fulfill your order;

• deliver products to you;

• process payments;

• respond to certain enquries;

• provide certain Services; or

• provide other functionality that requires the relevant information.

We will only request personal information that is reasonably necessary for the relevant purpose, unless otherwise permitted or required by law.

18. Third-Party Websites

Our Website may contain links to websites operated by third parties.

This Privacy Policy applies only to information collected and handled by Fiora Health.

We are not responsible for the privacy practices, content or security of third-party websites.

We recommend that you review the privacy policy of any third-party website before providing personal information to that website.

19. Privacy Complaints

If you have a question, concern or complaint about how we collect, use, disclose or handle your personal information, please contact us at:

support@fiorahealth.com.au

Please provide as much information as reasonably possible about your concern or complaint so that we can properly investigate it.

We will acknowledge and investigate privacy complaints and seek to provide a response within a reasonable period.

20. Changes to This Privacy Policy

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

• our business practices;

• the products and Services we provide;

• the technologies we use;

• our privacy practices;

• applicable laws and regulations; or

• other operational requirements.

When we make changes, we will publish the updated Privacy Policy on our Website and update the “Last Updated” date at the top of this page.

We recommend that you review this Privacy Policy periodically to remain informed about how we handle personal information.

21. Contact Us

If you have any questions about this Privacy Policy or our privacy practices, or if you wish to request access to or correction of your personal information, please contact us:

Fiora Health Pty Ltd

Website: www.fiorahealth.com.au
Email: support@fiorahealth.com.au