Privacy policy

Our Disclosures

Our complete privacy policy is contained below, but some important points for you to know before you become a customer are set out here.

• We collect the information we need to run your account, process your orders, manage your Subscribe & Save subscription, run Brewtopia, deliver your coffee and answer your questions.
• We use third party providers to do this – including our online store, subscription, email, SMS, support, delivery and payment platforms. Some of them store data outside Australia.
• We send you marketing only where you have consented, or where the Spam Act  2003 allows us to on the basis of your existing relationship with us. Every marketing message has a one click unsubscribe. We may still send messages related to your transactions, such as order and subscription renewal confirmations.
• You can ask us what we hold about you, ask us to correct it, ask us to stop marketing to you, and complain if you think we have got it wrong. None of that costs you anything.
• Contact us at hello@urbanbrew.co or 1800 875 495.

1. Who we are and what this policy covers

1.1 This Privacy Policy sets out our commitment to protecting the privacy of personal information provided to us, or otherwise collected by us, whether online or offline. In this Privacy Policy, "we", "us" and "our" means Podpac Pty Ltd (ABN 57 161 210 180) trading as Urban Brew, of 39 Howards Road, Beverley SA 5009.

1.2 It applies to the website at www.urbanbrew.co and any other address or channel through which we make the site available (the "Site"), and to every other way we deal with you – including email, SMS, telephone, our customer support tools and social media.

1.3 "Personal information" has the meaning given to it in the Privacy Act 1988 (Cth). Broadly, it is information or an opinion about an identified individual, or an individual who is reasonably identifiable.

1.4 This policy should be read together with our Terms and Conditions, available at www.urbanbrew.co.

2. The personal information we collect

2.1 The kinds of personal information we collect and hold about you include:

Identity and contact information

• your name and title
• your email address, delivery address, billing address and telephone or mobile number

Account information

• your account login credentials, in encrypted form
• your marketing preferences, including your email and SMS opt in and opt out status, and the date and source of that consent

Order, subscription and loyalty information

• your order history, including products, quantities, values, discount and reward codes applied, and delivery details
• your subscription details, including frequency, billing day, upcoming order contents and any pauses, skips or cancellations
• your Brewtopia stamp balance, rewards earned, rewards redeemed and reward expiry
• referral activity, where you refer someone or are referred by someone

Payment information

• the payment method type, the last four digits of the card and the card expiry, and a payment token issued by our payment provider

Support and feedback information

• the content of your enquiries, complaints, warranty and guarantee requests, and our responses
• product reviews, ratings, survey responses and competition entries
• photographs, videos and other content you submit to us or tag us in, including images of you

Technical and behavioural information

• your IP address, device type, operating system, browser type and your internet service provider's domain name
• approximate geo-location derived from your IP address
• page views, session data, referral source, search queries, cart contents including abandoned carts, and on site browsing behaviour
• information collected through cookies, pixels, tags and similar technologies, as described in section 5

2.2 What we do not:

·       We do not collect sensitive information. "Sensitive Information" has the meaning given to it in the Privacy Act 1988 (Cth).

• we do not store your full card number or your card security code (CVV). Those are handled by our payment providers.

·       We do not sell your personal information.

3. How we collect personal information

3.1 Directly from you – when you create an account, place an order, start or change a subscription, join Brewtopia, subscribe to our emails or SMS, contact our Customer Happiness team, leave a review, enter a competition, respond to a survey or apply for a job with us.

3.2 Automatically – when you use the Site, through cookies and similar technologies (refer to section 5).

3.3 From third parties – including:

• a person who orders our products as a gift for you, or who refers you to us under our referral programme. If you provide us with someone else's personal information, you confirm that you have their consent to do so
• our delivery carriers, in relation to the status of your delivery
• our payment providers, in relation to the outcome of a payment
• social media and advertising platforms, where you interact with our content or where you have permitted that platform to share information with us

3.4 Where we collect your personal information from someone other than you, we will take reasonable steps to notify you of that collection, unless you would already be aware of it.

4. Why we collect, hold, use and disclose personal information

4.1 We collect, hold, use and disclose personal information for the following purposes:

• to enable you to access and use the Site and to create and manage your account
• to accept, process, invoice, pack and deliver your orders
• to set up, charge, vary, pause and cancel your Subscribe & Save subscription, and to send you the pre billing reminder required under our Terms
• to operate Brewtopia, including issuing, tracking, correcting and expiring stamps and reward codes
• to operate our referral programme and any competition or promotion we run
• to contact and communicate with you, including about your order, your subscription, a delivery issue, a product recall or a change to our Terms
• to respond to your enquiries, complaints and guarantee requests, and to administer our "100% Happy Or Money Back" Commitment
• for internal record keeping, accounting, invoicing, billing and administration
• for analytics, market research, forecasting and business development, including to operate, secure and improve the Site and our products
• for advertising and marketing, including sending you promotional email and SMS, and building audiences on advertising platforms, in each case subject to section 6
• to detect, investigate and prevent fraud, payment abuse, misuse of discount or reward codes, and breaches of our Terms
• to comply with our legal obligations, and to establish, exercise or defend legal claims

4.2 If you do not provide the personal information we ask for, we may not be able to supply our products to you, operate your subscription, or respond to your enquiry.

5. Where we store your information

5.1 Your personal information is held on our behalf by third party service providers – the platforms that run our online store, subscriptions, email and SMS marketing, customer support, loyalty programme, delivery and payments. Each provider holds it under its own terms and its own security controls, and we require them by contract to protect it and to use it only for the purposes for which we engage them.

5.2 Some of our providers are located outside Australia, or store data outside Australia. Before we disclose personal information to an overseas recipient, we take reasonable steps to ensure that the recipient does not breach the Australian Privacy Principles in relation to that information, including through our contracts with them.

5.3 Our employees, and the recipients described in section 8, may create temporary electronic or physical copies of your personal information on their work devices, such as computers, laptops and mobile phones, where that is necessary to carry out their work. Those copies are handled in accordance with this policy.

6. Cookies, tracking and analytics

6.1 Our website uses cookies and related technologies including pixels, tags, web beacons, software development kits and server-side tracking.

6.2 We use these technologies to:

• keep you logged in and remember the contents of your cart, including when you leave the Site without completing your order
• remember your preferences
• measure how the Site performs, which pages and products work and where people drop off
• deliver and measure advertising, including retargeting advertisements shown to you on other websites, social media and search results

6.3 Where you are logged in, have entered your email address, or have otherwise identified yourself, information collected by these technologies can be linked to you as an individual. When that happens, we treat it as personal information and handle it under this policy. For example, an abandoned cart identified through a cookie may be linked to your account and used to send you a reminder email or SMS.

7. Marketing, Brewtopia and content you share

7.1 Marketing messages. We send marketing by email and SMS where:

• you have given us your express consent, for example by ticking a subscribe box or opting in at checkout; or
• your consent can be reasonably inferred under the Spam Act 2003 (Cth) from your existing relationship with us, for example because you are a current customer and would reasonably expect to hear from us about our products

7.2 Every marketing email and SMS we send identifies us and includes a functional unsubscribe or opt out facility. Unsubscribing is free and takes effect within five business days at the latest. You can also opt out at any time by emailing hello@urbanbrew.co, or by changing your preferences in your account.

7.3 Opting out of marketing does not stop transactional messages – order confirmations, dispatch and delivery notifications, subscription pre billing reminders, payment failure notices and notices about changes to our Terms. Those are part of supplying the products to you.

7.4 Brewtopia. You are enrolled in Brewtopia, our loyalty programme, when you create an account. We hold your stamp balance, the rewards you have earned and redeemed, and the expiry of any reward codes.

7.5 Referrals. If you refer someone to us, we collect their name and contact details so that we can send them your referral, and you must have their consent before you give them to us. If you are the person referred, you can ask us to delete your details at any time using the details on our contact us page, and we will do so unless we are required to keep them.

7.6 Reviews, photos and other content you share. If you submit a review, comment, photograph or video, or tag us on social media, that content may include personal information about you or about other people, including images of identifiable individuals.

8. Who we disclose personal information to

8.1 We disclose personal information to:

• our employees, contractors and related entities within the Podpac group
• third party service providers, so they can provide their services to us, including online store and hosting providers, subscription management providers, email and SMS platforms, customer support platforms, loyalty platforms, review platforms, analytics and advertising platforms, data warehousing providers, integration and ERP providers, delivery and carrier platforms, delivery carriers, payment systems operators and fraud prevention providers
• professional advisors, including our accountants, auditors and lawyers
• our existing or potential agents or business partners
• anyone to whom our business or assets, or any part of them, are or may in good faith be transferred
• courts, tribunals, regulators and law enforcement, as required or authorised by law, or in connection with actual or prospective legal proceedings, or to establish, exercise or defend our legal rights
• debt collectors and credit reporting bodies, where you fail to pay for products we have supplied.

9. Automated decision-making

9.1 We use automated systems to help us run the business, which may include:

·       Payment authentication and fraud screening at checkout. Our payment provider uses machine learning models, trained across its merchant network, to decide in real time whether to route your transaction through additional authentication such as 3D Secure, and whether to decline the transaction outright.

·       Failed subscription payments. If a payment for your Subscribe & Save subscription fails, our subscription platform automatically decides whether to try again, and when.

·       Automated Marketing Messages. Our marketing platform records your order history, your engagement with our messages and website, and your Brewtopia activity. It then decides automatically which emails and SMS you receive, and what they offer you.

10. Retention, data breaches and complaints

10.1 How long we keep your information. We keep personal information only for as long as we need it for the purposes set out in this policy, or for as long as the law requires us to keep it. Order and payment records are kept to meet our tax and accounting obligations, and records of your marketing consent are kept for as long as we rely on that consent. When we no longer need personal information and are not required to keep it, we destroy it or de-identify it.

10.2 Data breaches. We take reasonable steps to protect the personal information we hold. If a data breach occurs that includes your personal information, we will notify you and the Office of the Australian Information Commissioner, as required by the Notifiable Data Breaches scheme under Part IIIC of the Privacy Act 1988 (Cth).

10.3 If you think we have mishandled your personal information, need to correct it or simply want to access your information, please contact us through the means highlighted in our contact us page and then our customer service team will assist you with your enquiries.

10.4 If you are not satisfied with our response, or we have not responded within 30 days, you can complain to the Office of the Australian Information Commissioner:

·       www.oaic.gov.au/privacy/privacy-complaints