Privacy Policy – Australia
Effective date: 18th July 2025
This is the Privacy Policy hosted at https://ruggable.com.au by Ruggable Australia Pty Limited ("we" "us " and "Ruggable") headquartered in Sydney, Australia. Please see below for our contact details.
At Ruggable, we take your privacy seriously. Please read the following to learn how we treat your personal information. We have prepared this Privacy Policy to describe to you our practices regarding the Personal
Information (as defined below) we collect directly from users of our website, located at https://ruggable.com.au, users who engage with our other online content (e.g. on social media) and recipients of our emails, including use of any of our services through a mobile device or otherwise (the “Services”).
Remember that your use of Ruggable’s Services is at all times subject to our Terms of Service which incorporates this Privacy Policy. Any terms we use in this Policy without defining them have the definitions given to them in the Terms of Service.
What this Privacy Policy covers
Personal Information We Collect and How We Use It
How We Collect Personal Information
Why We Collect Personal Information
How Personal Information May Be Disclosed
Data Security and Retention
Personal Data of Children
Access and Rectification
Complaints
Transfers of Personal Information
Changes to this Privacy Policy
Contact Information
What this Privacy Policy Covers
This Privacy Policy covers how we collect, store, process, use and disclose Personal Information that we gather when you access or use our website at https://ruggable.com.au (the "Site") or otherwise interact with our Services. “Personal Information” has the meaning given to “personal information” in the Privacy Act 1988 (Cth) (AU Privacy Act). The AU Privacy Act defines “personal information” as information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether the information or opinion is true or not and whether the information or opinion is recorded in a material form or not.
Personal Information We Collect and How We Use It
Depending on how you interact with our Services (through the Site, social media, online adverts, etc.), we collect different categories of Personal Information and use them in different ways, as we set out below:
1. Information you provide to us and we collect when you interact with us
Account information:
This includes your name, customer number, login ID, username, password, and/or security question and answer, and other registration information. Certain login information, such as your customer number, may be generated by us and then sent to you. We only collect (or create for you) unique login information for those activities that require an account. Your unique login information, especially your password, should always be kept confidential and should never be shared with anyone else.
Personal contact information:
This includes your name, home or postal address, phone number and email address. This could include information that you give us (for example, if you ask us to ship a product to someone else). We collect personal contact information in connection with account registration, product orders, customer service, registration to receive offers, discounts and marketing updates and customer feedback. If you provide us someone else’s information do so, you agree that you have received permission from these individuals for us to collect, use, and share their personal information in accordance with this Privacy Policy. You should also let them know about our Privacy Policy (including the information in this Privacy Policy).
Order and product information:
This includes details of the products you have ordered and searched for on our Site, and the time, date of orders and searches. We use this information to send you (with your consent) promotional emails for products and offers tailored to your interests, to make personalised recommendations of products when you return to the Site, to advertise to you when you visit social media platforms like Facebook or other websites and to better understand our customers so we can improve our products and our users' experience of our Site.
Demographic information and preferences:
This includes any information that describes demographic characteristics and preferences, such as age, gender, preferences, interests, date of birth, age or age range, general geographic location (e.g., post code or city and state), favourite products, or lifestyle information. We use this information to send you promotional emails and communications to make personalised recommendations of products when you return to the Site, to advertise to you when you visit social media platforms like Facebook or other websites and to better understand our customers so we can improve our products and our customer's experience of our business both offline and online. We may also use this information to make our business more responsive to the interests of like-minded consumers. For example, we may use this information to help deliver our ads to you on social media platforms, such as Facebook.
We work with social media platforms like Facebook to create “Lookalike Audiences” (where targeted ads are sent to people on social media platforms like Facebook who have similar characteristics, determined by us and / or Facebook, to our customers and website visitors). Lookalike Audiences may also include current customers and website visitors, if they also display those same characteristics identified by us and / or Facebook. See “Online advertising” below for more detail about how we work with social media platforms.
Your feedback:
Examples include comments and suggestions, testimonials, or other feedback you send us about what you may have liked (or disliked) about your experience in using our products or services. We typically collect this information in the form of customer surveys, for example, post purchase pop-up questionnaires, feedback forms, and email correspondence. We use your feedback to understand what our customers think of our products and the experience they have of us, to improve our products and the customer experience and – if you agree to - to discuss your feedback with you. We may also use the information we learn from your purchase to help improve our products, develop new products, or inform our marketing campaigns. Often, we collect feedback separately from your order, for example, through a pop-up window on our Site, and we may be able to associate your feedback with your personal and order information. We may use cookies and other similar technologies when we gather your feedback. Please see our Cookie Statement for further information.
User-generated content and posts:
Any content that you create and then share with us (and perhaps others) by uploading it to one of our websites or applications, such as our Facebook fan pages or applications. Examples include photos, videos, personal stories, or other similar media or content.
Payment and Transaction-related information:
This includes any information that you use to make a purchase, such as your payment credit card details, gift card information, other forms of payment we make available. We only collect payment information for purchases. If you create an account with us, your payment information (along with your purchase history and other related preferences) may be stored under your account profile. We use this information to process your payments when you order products from us, to enable you to redeem or to give gift vouchers and to record your payment information for faster checkout if you choose to do that. Where we allow you to buy products from the Site, payments made on the Site are made through our payment gateway provider. You will be providing credit or debit card information directly to them, encrypting your credit/debit card information and authorising payment.
How We Collect Personal Information
We collect Personal Information when you:
- create an account with us (which we generally collect this information directly from you);
- order a product, engage with customer service, register to receive offers, discounts and marketing updates or provide customer feedback (which we will collect);
- use our services, make an enquiry or complaint;
- order products or search for products on our Site;
- access our Site and Facebook page, information and preferences are collected by Google Analytics and Facebook;
- provide customer feedback to us;
- engage with our social-media platforms we collect. We may collect your Personal Information directly from the publicly available source (e.g. on the online forum, website, or social media channel).
2. Automatically collected information
When you use the Site, we use various technologies (including cookies and pixel tags) to collect certain information about how you use the Site. We use this information to understand your preferences better so we can improve, deliver our advertising on social media and other sites and for security and anti-fraud purposes.
Cookies and similar technologies enable you to be remembered when using that computer or device to interact with websites and online services and can be used to manage a range of features and content as well as storing searches and presenting personalised content, and enable you to use your social media accounts in conjunction with the Site and enable us to advertise to you on our Site, social media platforms (like Facebook) and other sites and apps. For more details, see our Cookie Statement.
3. Online advertising
We work with social media platforms and digital advertising platforms to:
Show you advertising for our products on other websites and social media platforms. For instance, if you show an interest or buy a product on our Site, we may advertise that or other products we think may be of interest and you may see them on other websites and on your Facebook or other social media feeds. To do this we will share information with our social medial and digital advertising partners about you, your purchase, age, gender and interests for instance so they can better understand what you are interested in and so we can deliver ads to you which we think might be of interest. For example, we work with social media platforms, such as Facebook, to create “Custom Audiences”, where targeted ads are sent to people on Facebook who have already been on our Site. "Custom Audiences" are created by matching data we collect with the data third parties have. For example, we may share locally hashed customer and Site visitor information and transmit the resulting hashed data to third parties, or we may incorporate a third-party pixel onto our site, or otherwise share information with third parties, from these data sets third parties are able to identify common data. We also work with social media companies, like Facebook, as described above, to deliver our ads to a "Lookalike Audience". Facebook's settings allowing you control over how the platform uses your data, and further detail on Facebook's use of data in advertising, are available here: https://www.facebook.com/help/109378269482053/?helpref=hc_fnav and Facebook's privacy policy is available here: https://www.facebook.com/about/privacy/
For more information about how to turn this feature off see below or visit https://youronlinechoices.com.au/ or your social media privacy settings.
Our social media and digital advertising partners also use cookies and similar technologies to deliver our adverts, so please see our Cookie Statement.
4. Klarna
In order to be able to offer you Klarna Bank AB’s (“Klarna”) payment options, we will collect and share with Klarna certain aspects of your personal information, such as personal contact information, order and product information, and Klarna may collect information directly from you, for Klarna to assess whether you qualify for their payment options and to tailor the payment options for you. Your Personal Information is processed by Klarna in accordance with the information in Klarna’s privacy policy. You can find general information on Klarna here.
5. Afterpay and Shopify
In order to be able to offer you Afterpay or Shopify payment options, we will collect and share with Afterpay Limited or Shopify Inc certain aspects of your personal information, such as personal contact information, order and product information, and Afterpay or Shopify may collect information directly from you, for Afterpay or Shopify to assess whether you qualify for their payment options and to tailor the payment options for you. Your Personal
Information is processed by Afterpay or Shopify in accordance with the information in their respective privacy policies. You can find general information on Afterpay here or Shopify here.
What if you don't provide us with your personal information?
We will provide individuals with the option of not identifying themselves if it is lawful and practicable to do so. For example, you can access our website without having to identify yourself.
In some cases, however, if you don't provide us with your personal information when requested, we may not be able to provide you with the product or service that you are seeking. For example, you must identify yourself to purchase our products.
Why We Collect Personal Information
We use all of the information described above for the following purposes:
- To protect against or deter fraudulent, illegal or harmful actions and maintain the safety, security and integrity of our Services.
- To comply with our legal or contractual obligations, resolve disputes, and enforce our Terms of Service.
- To respond to law enforcement requests and as required by applicable law, court order, or governmental regulations.
- To provide products and services to you and to send communications requested by you.
- To answer enquiries and provide information or advice about existing and new products or services.
- To provide you with access to protected areas of our Site.
- To assess the performance of the Site and improve the operation of the Site.
- To conduct business processing functions including providing Personal Information to our related bodies corporate, contractors, service providers or other third parties.
- For the administrative, marketing (including direct marketing), planning, product or service development, quality control, survey and research purposes of Ruggable, its related bodies corporate, contractors, franchisees or service providers.
- To provide your updated Personal Information to our related bodies corporate, contractors or service providers.
- To update our records and keep contact details up to date and to assist you with enquires, resolving complaints or to improve our customer service.
- To process and respond to any complaint made by you and to comply with any law, rule, regulation, lawful and binding determination, decision or direction of a regulator, or in co-operation with any governmental authority of any country (or political sub-division of a country).
- To carry out our obligations arising from any contracts entered into between you and us and to provide you with the products, services and information that you request from us.
- To administer our website and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes.
- To perform research and statistical analysis, including for customer satisfaction and service improvement purposes.
- To enforce the terms of any agreement that you enter into relating to our products and services.
We will not collect additional categories of Personal Information or use the Personal Information we collected for materially different, unrelated, or incompatible purposes without providing you notice.
As noted in the list above, we may communicate with you to let you know about us and our products and services (including promotions, special offers and events) if you’ve provided us the means to do so. For example, if you’ve given us your email address, we may send you promotional email offers or email you about your use of the Services. Also, we may receive a confirmation when you open an email from us, which helps us improve our Services. However, if you do not want to receive marketing communications from us, please indicate your preference by emailing us at support@ruggable.com.au or using the unsubscribe facility that we include in our commercial electronic messages (such as emails).
How Personal Information May Be Disclosed
1. Your Personal Information (as listed above in Personal Information We Collect and How We Use It) may be disclosed with the following categories of third parties:
- to our third-party service providers who provide services such as website hosting, data analysis, payment processing, product delivery, fraud detection, advertising providers and partners, email delivery services, customer relationship management, survey and feedback collection services, credit card processing, staff augmentation and contract personnel, auditing services and other service providers, to enable them to provide services and for purposes described in this Privacy Policy. Certain of these vendors process Personal Information on our behalf in the United States and other countries outside Australia. For example, we work closely with Shopify to deliver this Site and provide our products to you. For some categories of data, Shopify also handles your data for their own limited purposes such as for risk and fraud screening and related uses. For information about how Shopify handles your Personal Information visit: https://www.shopify.com/au/legal/privacy.
- to a third party in the event of any reorganisation, merger, sale, joint venture, assignment, transfer or other disposition of all or any portion of our business, assets or stock.
- if we are under a duty to disclose or share your Personal Information in order to comply with any legal obligation, or in order to establish, exercise, defend, enforce or apply our terms of service or sale and other agreements or legal claims; investigate or prevent actual or suspected unlawful activity, loss or harm and to protect the rights, property, or safety of our customers, or others; or as otherwise required or permitted by law. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction and to prevent cybercrime.
- to other companies in the Ruggable group from time to time and for purposes set out in this Privacy Policy.
2. Your name and contact information (and other information you make public) may be disclosed with the following categories of third parties:
- to third-party strategic partners with whom we may enter into a special relationship for promotional activities, where permitted by law.
- to third parties in connection with certain promotions or sweepstakes you may participate in; to the extent that the promotion’s rules concerning the treatment of your Personal Information are stricter than this Privacy Policy, the promotion’s rules apply.
3. Information that is automatically collected when you use the Site may be disclosed with the following categories of third parties:
- our online and email advertisers, social media partners or other third-party vendors we use who may provide Cookies or other similar technologies for use on our Site to manage and improve our online and email advertising campaigns.
Data Security and Retention
Security
We seek to protect your Personal Information from unauthorised access, use and disclosure using appropriate physical, technical, organisational and administrative security measures based on the type of Personal Information and how we are processing that data. For example, the Site uses industry standard Secure Sockets Layer (SSL) technology to allow for the encryption of Personal Information you provide to us. You should also help protect your data by appropriately selecting and protecting your password and/or other sign-on mechanism; limiting access to your computer or device and browser; and signing off after you have finished accessing your account.
We retain Personal Information about you for as long as necessary to provide you with our Services. In some cases, we retain Personal Information for longer, if doing so is necessary to comply with our legal obligations, resolve disputes or collect fees owed, or is otherwise permitted or required by applicable law, rule or regulation. We may further retain information in an anonymous or aggregated form where that information would not identify you personally.
Data Breaches
If there is any breach of your personal information, we will deal with such breach and notify you in accordance with our obligations under the AU Privacy Act.
Personal Data of Children
As noted in the Terms of Service, we do not knowingly collect or solicit Personal Information from children under 18; if you are a child under 18, please do not attempt to register for or otherwise use the Services or send us any Personal Information. If we learn we have collected Personal Information from a child under 18, we will delete that information as quickly as possible. If you believe that a child under 18 may have provided us Personal Information, please contact us at support@ruggable.com.au.
Access and Rectification
You have certain rights with respect to your Personal Information, including those set forth below. For more information about these rights, or to submit a request, please:
Email us at: privacy@ruggable.com
Submit a form at this address: preferences.ruggable.com
Please note that we may not be able to fully comply with your request to the extent that:
- we reasonably believe that giving access would pose a serious threat to the life, health or safety of any individual, or to public health or public safety;
- giving access would have an unreasonable impact on the privacy of other individuals; as the request for access is frivolous or vexatious;
- the information relates to existing or anticipated legal proceedings between us and you, and would not be accessible by the process of discovery in those proceedings;
- giving access would reveal our intentions in relation to negotiations with you in such a way as to prejudice those negotiations;
- giving access would be unlawful;
- denying access is required or authorised by or under an Australian law or a court/tribunal order; or both of the following apply:
- we have reason to suspect that unlawful activity, or misconduct of a serious nature, that relates to our functions or activities has been, is being or may be engaged in; and
- giving access would be likely to prejudice the taking of appropriate action in relation to the matter;
- giving access would be likely to prejudice one or more enforcement related activities conducted by, or on behalf of, an enforcement body; or
- giving access would reveal evaluative information generated within us in connection with a commercially sensitive decision-making process, but in those circumstances, we will still respond to notify you of such a decision. In some cases, we may also need you to provide us with additional information, which may include Personal Information, if necessary to verify your identity and the nature of your request.
Access:
You can request more information about the Personal Information we hold about you and request a copy of such Personal Information, subject to some exceptions permitted by law. We may require you to verify your identity before processing any access requests, to ensure that the personal information we hold is properly protected. You can also access certain of your Personal Information by logging on to your account. We will also generally provide access in the manner that you have requested, provided it is reasonable and practicable for us to do so.
We will respond to your request for access within a reasonable period after your request is made and we will give you access to the information in the manner requested by you, if it is reasonable and practicable to do so.
If we charge you a fee for giving you access to the requested information the charge will not be excessive and will not apply to the making of the request.
If we refuse to give access to your request for access of information, we will give you a written notice that sets out:
- the reasons for the refusal except to the extent that, having regard to the grounds for the refusal, it would be unreasonable to do so;
- the mechanisms available to complain about the refusal; and any other matter prescribed by the regulations.
Rectification:
If you believe that any Personal Information we are holding about you is incorrect, out of date, incomplete, irrelevant or misleading, you can request that we correct or supplement such data. You can also correct some of this information directly by logging on to your account. After receiving such a request from you, we will take reasonable steps to correct your information.
If we correct your Personal Information we previously disclosed to another APP entity and you request us to notify the other APP entity of the correction, then we will take such steps (if any) as are reasonable in the circumstances to give that notification unless it is impracticable or unlawful for us to do so.
We may refuse to correct the Personal Information as requested by you, in which case we will give you a written notice that sets out:
- the reasons for the refusal except to the extent that it would be unreasonable to do so;
- the mechanisms available to complain about the refusal; and
- any other matter prescribed by the regulations.
Erasure:
You can request that we erase some or all of your Personal Information from our systems. Withdrawal of Consent:
If we are processing your Personal Information based on your consent (as indicated at the time of collection of such data), you have the right to withdraw your consent at any time. Please note, however, that if you exercise this right, you may have to then provide express consent on a case-by-case basis for the use or disclosure of certain of your Personal Information, if such use or disclosure is necessary to enable you to utilise some or all of our Services.
Portability:
You can ask for a copy of your Personal Information in a machine-readable format. You can also request that we transmit the data to another controller where technically feasible.
Objection:
You can contact us to let us know that you object to the further use or disclosure of your Personal Information for certain purposes, such as for direct marketing purposes.
Restriction of Processing:
You can ask us to restrict further processing of your Personal Information.
Complaints
If you have a complaint about how we have collected or handled your personal information, please contact our Privacy contact (details set out below).
We will endeavour in the first instance to deal with your complaint and take any steps necessary to resolve the matter within a reasonable period of time. If your complaint can’t be resolved at the first instance, we will ask you to submit your complaint in writing.
In most cases, we expect written complaints will be investigated and a response provided within 30 days of receipt. If the matter is more complex and our investigation may take longer, we will endeavour to notify you of when we expect to provide our response.
If you are based in Australia, you are also entitled to make a complaint to the Office of the Australian Information Commissioner (the Australian privacy regulator).
Transfers of Personal Information
The Site is hosted and operated in the United States (“U.S.”) through Ruggable and its service providers, and the laws in the U.S. may differ from the laws in Australia. By using the Services, you acknowledge that any Personal Information about you, regardless of whether provided by you or obtained from a third party, is being provided to Ruggable in the U.S., United Kingdom, Canada and will be hosted on U.S. servers and processed in the U.S. and you acknowledge that Ruggable will store and process your information to and in the U.S., and possibly Europe.
Ruggable we will take all steps reasonably necessary to ensure that your data is subject to appropriate safeguards, such as relying on a recognised legal adequacy mechanism including standard contractual clauses, and that it is treated securely and in accordance with this privacy policy.
Examples of when we may transfer your Personal Information outside Australia include:
- In order to store it.
- In order to enable us to provide goods or services to you and fulfil our contract with you. This includes displaying our products to you, in order fulfilment and the provision of customer support services.
- Where we are legally required to do so.
- In order to facilitate the operation of our group of businesses, where it is in our legitimate interests and we have concluded these are not overridden by your rights.
Changes To This Privacy Policy
We’re constantly trying to improve our Services, so we may need to change this Privacy Policy from time to time as well. Those changes will go into effect on the Effective Date shown in the revised Privacy Policy. If you use the Services after any changes to the Privacy Policy have been posted, that means you agree to all of the changes.
Use of information we collect is subject to the Privacy Policy in effect at the time such information is collected. We will not, without your consent, use your Personal Information in a manner materially different from what was stated at the time your personal information was collected.
Contact Information
If you have any questions or comments about this Privacy Policy, the ways in which we collect and use your Personal Information, your choices and rights regarding such use, please do not hesitate to us at contact us at:
Mail:
Ruggable Australia Pty Limited
Level 12, 60 Carrington St,
Sydney, NSW 2000, Australia
Attention: General Counsel
Email: privacy@ruggable.com