Privacy Policy

Overview and Scope

This Privacy Policy applies to personal information handled by Pallet Town PTY LTD in connection with our website, online shop, customer enquiries, quotations, orders, payments, deliveries, returns, wholesale services and related business activities.

In this policy, “Pallet Town”, “we”, “us” and “our” refer to Pallet Town PTY LTD. “You” and “your” refer to website visitors, customers, prospective customers, suppliers, contractors and other individuals whose personal information we handle.

“Personal information” generally means information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether the information is true or not and whether it is recorded in material form or not.

Personal Information We May Collect

The information we collect depends on how you interact with us. It may include:

Sensitive information

We do not generally seek to collect sensitive information such as health information, biometric information, political opinions, religious beliefs or racial or ethnic origin.

If sensitive information is reasonably necessary for a specific purpose, we will seek appropriate consent or rely on another lawful basis before collecting or using it, unless collection is otherwise authorised or required by law.

How We Collect Personal Information

We generally collect personal information directly from you when you:

• visit, browse or interact with our website
• create or manage an online account
• place an order or request a quotation
• contact our sales or customer-service team
• complete a contact, enquiry, return or complaint form
• subscribe to marketing communications
• submit a product review or other website content
• make a payment or provide remittance information
• arrange a collection, freight service or delivery
• participate in a survey, promotion or business discussion

We may also collect information from authorised representatives, payment processors, delivery providers, suppliers, business partners, fraud-prevention services, analytics providers and publicly available sources where collection is lawful and reasonably necessary.

Where it is reasonable and practicable, we will collect personal information directly from the individual concerned.

How We Use Personal Information

We may collect, hold, use and disclose personal information to:

• operate, maintain and improve our website and online shop
• create and administer customer accounts
• respond to enquiries and provide quotations
• process, confirm and manage orders
• verify payments and reduce payment fraud
• arrange freight, delivery, collection and order tracking
• provide customer service and after-sales support
• manage returns, refunds, disputes and complaints
• communicate important order or service information
• maintain accounting, tax and business records
• detect misuse, fraud, cyber threats and illegal activity
• measure website performance and customer experience
• personalise website content and product recommendations
• conduct lawful marketing and promotional activities
• enforce our terms, policies and legal rights
• comply with legal, regulatory and insurance obligations

We may use information for another purpose where you have consented, where the secondary purpose is reasonably expected and related to the original purpose, or where use is otherwise authorised or required by law.

Online Orders and Payment Information

When you place an order, we collect the information reasonably required to process the transaction, issue an invoice, confirm payment, arrange delivery and provide customer support.

Payments may be processed by banks, payment gateways or other third-party payment providers. Those providers may collect and process payment-card, bank-account, identity-verification or fraud-prevention information under their own privacy policies and security standards.

Customers should never send full payment-card numbers, card security codes, online-banking passwords or other confidential banking credentials by ordinary email or website enquiry form.

Cookies, Analytics and Similar Technologies

Our website may use cookies, pixels, tags, local storage and similar technologies to operate essential functions, remember preferences, maintain shopping-cart sessions, improve security, understand website performance and support advertising.

You may manage cookies through our consent tool, where available, or through your browser settings. Blocking certain cookies may affect shopping-cart, account, checkout or website functionality.

Analytics and advertising services may combine information from our website with information collected through other websites, apps or services, subject to their own terms and privacy policies.

Direct Marketing and Promotional Messages

Where permitted by law, we may use your contact details to send information about new stock, liquidation pallets, promotions, special offers, business updates or related products and services.

We will only send commercial electronic messages where we have appropriate consent or another lawful basis. Marketing emails and SMS messages will identify the sender and provide a functional method to unsubscribe.

You may opt out at any time by:

• using the unsubscribe link in a marketing email
• following the opt-out instructions in an SMS
• updating available account preferences
• emailing sales@pallettownpytltdau.com

We will action valid unsubscribe requests as required by applicable law. You may still receive non-marketing messages relating to an active order, payment, delivery, security issue, complaint or other service you requested.

Who We May Share Information With

We do not sell personal information as a standalone commercial product. We may disclose information where reasonably necessary to operate our business or provide requested services, including to:

Service providers are expected to handle information only for authorised purposes and to apply appropriate confidentiality, security and privacy protections.

Overseas Storage and Disclosure

Some technology, cloud-hosting, payment, analytics, marketing, customer-support or website-service providers may store or process information outside Australia.

The countries involved may vary depending on the providers, systems and infrastructure used from time to time. Common locations may include the United States, New Zealand, the United Kingdom, European Union member states, Canada, Singapore or other jurisdictions where our service providers operate.

Before disclosing personal information to an overseas recipient, we will take reasonable steps required by applicable Australian privacy law to ensure the information receives appropriate protection, unless an exception applies.

Privacy and data-protection laws in other countries may differ from Australian laws. Customers may contact us for more information about material overseas disclosures relevant to their information.

How We Protect Personal Information

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

Depending on the circumstances, our safeguards may include:

• encrypted website connections using SSL or TLS
• account authentication and role-based access controls
• strong-password and administrator-security practices
• software, theme and plugin maintenance
• malware, firewall and suspicious-activity monitoring
• restricted access to customer and order information
• secure backups and business-continuity measures
• payment processing through established providers
• staff and contractor confidentiality requirements
• procedures for responding to suspected data incidents

Data Retention and Destruction

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, to manage ongoing customer relationships, resolve disputes, prevent fraud, enforce agreements or comply with accounting, taxation, legal, insurance and regulatory obligations.

Retention periods may differ according to the type of information and the circumstances of the transaction.

When personal information is no longer reasonably required and we are not legally required to retain it, we will take reasonable steps to destroy it or permanently de-identify it.

Backup systems may retain residual copies for a limited period until those backups are securely overwritten or deleted through normal system processes.

Accessing and Correcting Your Information

You may request access to personal information we hold about you or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.

To protect privacy and security, we may ask you to verify your identity before processing a request. We may also ask for enough information to locate the relevant records.

We will respond within a reasonable period. We will not charge for making an access or correction request, although a reasonable administrative charge may apply for providing access where permitted by law. We will explain any proposed charge in advance.

In limited circumstances, access or correction may be refused as permitted by law. If that occurs, we will ordinarily provide written reasons and information about available complaint options, unless it would be unlawful or unreasonable to do so.

Anonymity and Pseudonyms

Where lawful and reasonably practicable, you may interact with us anonymously or by using a pseudonym for general browsing or preliminary enquiries.

We may need your real identity and accurate contact information when it is impracticable to provide a service anonymously, including when:

• processing an order or payment
• issuing a quotation, receipt or tax invoice
• delivering or collecting goods
• preventing fraud or verifying a transaction
• handling a return, refund, complaint or warranty claim
• complying with taxation or other legal obligations

Children and Young People

Our products and services are intended for adults and businesses. We do not knowingly seek to collect personal information directly from children without appropriate authorisation.

A person under 18 should not place an order or provide payment information without the involvement and permission of a parent, guardian or other responsible adult.

Contact us if you believe a child has provided personal information without appropriate authorisation. We will review the matter and take reasonable steps where required.

Data Breaches and Security Incidents

We maintain procedures for assessing and responding to suspected loss, unauthorised access or unauthorised disclosure of personal information.

Where the Notifiable Data Breaches scheme applies and a breach is likely to result in serious harm, we will take reasonable steps to notify affected individuals and the Office of the Australian Information Commissioner as required by law.

Notifications may include information about the incident, the types of information involved, recommended protective actions and how to contact us for assistance.

Contact us immediately if you receive a suspicious message claiming to represent Pallet Town, believe your account has been compromised, or become aware of a possible privacy or security incident.

Privacy Questions and Complaints

Contact us if you have a question, concern or complaint about how we have handled your personal information.

Please provide:

• your name and preferred contact details
• a clear description of the privacy issue
• relevant dates, orders or communications
• the outcome or resolution you are seeking
• any supporting documents or evidence

We aim to acknowledge privacy complaints within five business days and provide a substantive response within 30 calendar days where reasonably practicable. Complex matters may require additional time, in which case we will provide an update.

If you are not satisfied with our response, you may be entitled to lodge a complaint with the Office of the Australian Information Commissioner or another relevant regulator.

Third-Party Websites and Services

Our website may contain links, embedded content or integrations supplied by third parties. These services may collect information independently and apply their own privacy policies.

Pallet Town is not responsible for the privacy practices, security or content of external websites that we do not control. You should review the relevant third-party privacy policy before providing personal information.

Changes to This Privacy Policy

We may update this policy to reflect changes to our website, services, technology, service providers, information-handling practices or legal obligations.

The updated policy will be published on this page with a revised “Last updated” date. Where a change is material, we may provide additional notice through the website, customer account or email where appropriate.

Continued use of the website after an updated policy is published does not remove any consent requirement or privacy right that applies under Australian law.

Contact Pallet Town

Direct privacy enquiries, access requests, correction requests, complaints or data-security concerns to: