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Privacy Policy

Last updated: 13 February 2025

1. About this policy

Reflow Hub Pty Ltd (ABN 58 608 364 307) ("we", "us", "our") operates the Reflow Hub website and related services. We are committed to protecting the privacy of your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This policy explains what personal information we collect, why we collect it, how we use and disclose it, and how you can access or correct it.

2. Information we collect

We may collect the following types of personal information:

  • Identity & contact information — name, email address, phone number, postal address.
  • Payment information — credit/debit card details and billing address processed securely through Stripe. We do not store full card numbers on our servers.
  • Device information — IMEI numbers, device make and model, condition details, and serial numbers submitted during trade-in or sale.
  • Transaction information — order history, trade-in quotes, payout details (PayID or bank account BSB and account number).
  • Technical information — IP address, browser type and version, operating system, referring URL, pages visited, and timestamps.
  • Communications — records of correspondence with us, including WhatsApp messages and emails.

3. How we collect information

We collect personal information:

  • directly from you when you use our website, place an order, submit a trade-in quote, create an account, or contact us;
  • automatically through cookies, analytics tools, and similar technologies when you browse our website;
  • from third-party services such as payment processors (Stripe), shipping carriers, and IMEI verification providers.

4. How we use your information

We use personal information to:

  • process and fulfil orders and trade-in transactions;
  • verify device identity and check IMEI status;
  • process payments and arrange refunds;
  • communicate with you about your orders, quotes, and enquiries;
  • provide customer support;
  • improve our website, products, and services;
  • comply with legal obligations, including Australian Consumer Law;
  • detect and prevent fraud;
  • send promotional communications where you have consented (you may opt out at any time).

5. Disclosure of your information

We may share your personal information with:

  • Payment processors — Stripe processes payments on our behalf and is subject to its own privacy policy.
  • Shipping & logistics providers — to deliver products and arrange trade-in shipping.
  • Cloud & hosting services — we use Firebase (Google Cloud) and Vercel for hosting and data storage.
  • Analytics services — such as Google Analytics, to understand how our website is used.
  • Professional advisors — accountants, lawyers, or auditors where reasonably necessary.
  • Law enforcement or regulators — where required by law, court order, or to protect our rights.

We do not sell your personal information to third parties.

6. Cookies & tracking

Our website uses cookies and similar technologies to improve your experience, remember preferences, and analyse site traffic. You can manage cookie preferences through your browser settings. Disabling cookies may affect the functionality of certain features.

7. Data security

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. These measures include encrypted connections (HTTPS), secure cloud infrastructure, access controls, and regular security reviews.

No method of electronic storage or transmission is 100% secure. If you become aware of any security issue, please contact us immediately.

8. Data retention

We retain personal information for as long as necessary to fulfil the purposes for which it was collected, to comply with legal obligations (including tax and warranty records), and to resolve disputes. When personal information is no longer needed, we will take reasonable steps to destroy or de-identify it.

9. Your rights

Under the Australian Privacy Principles, you have the right to:

  • request access to the personal information we hold about you;
  • request correction of inaccurate or out-of-date information;
  • opt out of receiving marketing communications;
  • make a complaint about how we have handled your personal information.

To exercise any of these rights, please contact us using the details below. We will respond to your request within a reasonable timeframe (generally within 30 days).

10. Complaints

If you believe we have breached the Australian Privacy Principles, please contact us first so we can attempt to resolve the issue. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

11. Changes to this policy

We may update this privacy policy from time to time to reflect changes in our practices or legal requirements. The updated version will be posted on this page with a revised "last updated" date. We encourage you to review this policy periodically.

12. Contact us

If you have any questions about this privacy policy or how we handle your personal information, please contact us: