At Svelte, respect for your privacy is part of our commitment to dignity and confidence. This Privacy Policy explains how we collect, use, store and share personal information when you interact with us, whether you are browsing our website, making a purchase or contacting our team.
This policy is prepared in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This policy applies to Svelte Health Pty Ltd (ABN 44 689 091 307), trading as Svelte.
What information we collect
We only collect information that is reasonably necessary to operate our business and provide our products and services. This may include:
- Contact details — such as your name, email address, phone number and delivery address
- Order information — such as the products you purchase, your order history and your ongoing delivery preferences
- Payment information — processed securely by our payment providers; we do not store full card details
- Communications — such as emails or messages you send to us
- Website usage information — such as your IP address, device type and pages visited, collected through cookies and analytics tools
- NDIS details — for plan-managed customers, we may collect the participant's NDIS number and plan manager contact details. Self-managed customers are not required to provide an NDIS number, but may choose to provide it for invoice or claiming purposes.
We do not intentionally collect sensitive information, such as medical or health details, unless it is reasonably necessary and you choose to provide it voluntarily.
How we collect information
We collect personal information when you: place an order or create an account; subscribe to our emails or updates; provide information for plan-managed NDIS orders; contact us for support or enquiries; or browse our website using cookies and similar technologies.
We may also receive limited information from trusted third-party providers, such as payment processors or delivery partners, where needed to operate our business.
3. How we use information
We use personal information to: process and fulfil orders, including ongoing delivery orders where applicable; deliver products and manage returns or exchanges; issue invoices, including NDIS invoices, and handle payments; respond to enquiries and provide customer support; improve our website, services and product range; send marketing communications where you have chosen to receive them; and meet legal, regulatory and record-keeping obligations.
We do not use purchase information to infer medical conditions or health status.
4. Sharing information
We only share personal information where it is reasonably necessary to operate our business or provide services to you.
This may include sharing with:
Service providers — such as payment processors, delivery partners, ecommerce and website hosting providers, recurring order management tools, customer support tools and analytics providers;
Plan managers — where relevant for plan-managed NDIS purchases; and
Regulators or authorities — where required by law.
We do not sell or rent your personal information to third parties.
5. Marketing and communication choices
If you choose to receive updates or marketing from us, you can opt out at any time by using the unsubscribe link in our emails or by contacting us directly.
Even if you opt out of marketing communications, we may still send you transactional messages relating to your orders, shipments or customer support.
6. Cookies and website analytics
Our website uses cookies and similar technologies to remember your preferences and keep your shopping session secure, and to understand how visitors use our website so we can improve it.
You can control cookies through your browser settings. Disabling cookies may affect how some parts of our site function.
7. Data security
We take reasonable steps to protect personal information from misuse, loss, unauthorised access or disclosure. This includes secure hosting environments, encryption where appropriate and working with reputable service providers that follow recognised security standards.
No system is completely risk-free, but we take privacy and security seriously and continue to review our practices.
8. How long we keep information
We retain personal information only for as long as needed to fulfil the purposes outlined in this policy or as required by law. For example, we may need to retain records of purchase transactions for tax, accounting or regulatory reasons. When information is no longer needed, we take reasonable steps to securely delete or de-identify it.
9. Accessing or correcting your information
You can request access to the personal information we hold about you or ask us to correct any inaccuracies. Please contact us using the details below. We may need to verify your identity before responding.
10. Overseas data handling
Some of our trusted service providers may store or process personal information outside Australia. Where this occurs, we take reasonable steps to ensure those providers handle personal information in a manner consistent with Australian privacy standards.
11. Privacy complaints
If you believe we have mishandled your personal information, you may contact us using the details below and mark your message for the attention of our Privacy Officer. Please include enough detail for us to understand your concern.
We will review your complaint and respond within a reasonable time. If we need more information, we may contact you. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).
12. Changes to this policy
We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The most current version will always be available on our website.
13. Contact us
If you have questions about this Privacy Policy, or would like to access or correct your personal information, please contact:
Email: info@getsvelte.com.au
Phone: 1800 783 583
Attention: Privacy Officer
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.