Privacy policy

This Privacy Policy describes how moonriverback.com or “we” collects, uses, and discloses your Personal Information when you visit or make a purchase from us, and how you can access the personal information we hold about you.

What Personal Information We Collect

In this Privacy Policy, we refer to any information about an identifiable individual (including the information below) as “Personal Information”. The Personal Information that we collect may include, but is not limited to:

  • name, gender, date of birth and age;
  • contact details, including personal and business addresses, email addresses and telephone numbers;
  • details about your purchases and orders from us and your product and services preferences;
  • digital information, such as cookies (which are small data files transferred onto devices when a website or apps are accessed), tags and pixels (which 'tag' devices), software versions used, device identifiers (like IP address), location data (where available and not disabled by the user), dates, times, file metadata, referring website/app, data entered, and user activity such as links clicked, app installations, app launches, adding items to a basket, adding items to a wish list and making purchases;
  • financial information, including bank account details and credit card details;
  • social media account names or tags (where you have engaged with us on a social media platforms);
  • information provided in surveys, feedback, complaints or commentary;
  • product and service reviews and
  • pet’s names and details.

We will collect personal information from you by lawful and fair means and not in and unreasonably intrusive way.

How We Collect Personal Information

We collect Personal Information from you when:

  • you purchase or order any product from us;
  • you contact us, including to make an enquiry regarding our products and services, to make a complaint, to provide feedback, or to seek a refund;
  • you access our website or apps, including by the use of cookies (which are small data files transferred onto devices when a website/app is accessed), tags and pixels (which 'tag' devices), which may track what you view on our website or apps and also other websites/apps that you visit. Cookies, tags and pixels may also come from third party services (such as Facebook) for the purpose of collecting data to enable website or app performance measurement and personalised advertising;
  • you register an account on the website or the apps;
  • you use any of our related services, such as subscribing to our newsletter or product notifications;
  • you browse our products and services or otherwise interact with our website and apps;
  • you accept our cookies and other tracking technologies on your device;
  • you interact with us, for example, via our webform, chat, emails, telephone calls, letters, or face-to-face;
  • you interact with us on our social media, including liking our posts, commenting on our posts, private messaging us on our social media;
  • you participate in our promotions and giveaways, initiatives or any request for additional Personal Information such as customer surveys;
  • your authorised representative submits your Personal Information to us for any purpose reasonably authorised by you, for example if such representative is purchasing our product or service to be delivered to you or as a gift, or
  • you voluntarily submit your Personal Information to us for any reason.

We do not directly collect your credit card details to process your payment or for customer service purposes.  Your credit card details are collected, processed and stored directly by our third-party payment processors pursuant to their terms of use and privacy policies.  None of your credit card details are permanently stored with us. 

How Do We Use Your Personal Information

We will generally use or disclose your Personal Information only for the primary purpose for which it was collected; or for a related secondary purpose where you would reasonably expect us to use or disclose the Personal Information for that secondary purpose. We may otherwise use and disclose your Personal Information if you have given us consent for the use or disclosure or it is required or authorised by law.

Generally, we use and disclose your Personal Information for the purpose of providing you with the products or services that you have requested, or otherwise to enable us to carry out our business as an online retailer of products and services.

We will generally only use Personal Information for marketing if you have given express or implied consent.

We may use and disclose your Personal Information to:

  • process your order for our products or services, process or collect your payment for the order, and prepare invoices and sales records;
  • deliver or perform the products or services you purchased, including freight providers calling or messaging you to obtain your delivery instructions;
  • facilitate you transacting via alternative payment methods (such as Paypal or Shop Pay); 
  • process your returns, exchanges or refunds;
  • provide advice regarding our products and services to you (or arrange for others to do so at our request such as the product manufacturer);
  • register and maintain your user account and to verify your identity;
  • provide you with supporting services and functions related to your user account, such as saved items in cart, wish-list, brand or product and browser notifications;
  • communicate with you in relation to your queries, requests and feedback, material changes to our Terms and Conditions, Privacy Policy or other terms and conditions, and matters relating to the operation of your account;
  • send you marketing communications in relation to our sales, products, services, or promotions (where you have consented to receiving communications, offers or direct marketing);
  • personalise advertising and content displayed to you including the layout and content of our website and apps, and advertisements displayed to you on or via third party websites, apps or platforms such as Facebook;
  • undertake competitions, promotions, giveaways and events, and to process your participation (including contacting you if you win, displaying your details online, publishing your name in relevant newspapers or disclosing details of winners to relevant authorities, if required by law);
  • promote and advertise our products and services on the Site, other websites, apps or online platforms such as Facebook (including by using your feedback in our advertising);
  • assist us to develop and deliver new products and services;
  • monitor our sales of products and services including undertaking customer surveys and analysis, or seeking feedback from customers;
  • undertake data processing, data analysis and matching, market research or trend analysis to better understand our customers’ preferences, and personalise and improve websites/apps;
  • monitor and measure the use of our websites or apps, including web-based referral channels, data entered and user activity such as links clicked;
  • monitor and enforce compliance with our Terms and Conditions, including dispute resolution;
  • carry out administration, marketing, planning, account security, fraud detection and loss prevention activities, procurement, product and service development, quality control and research;
  • comply with the terms of our access to payment processing, financial or banking services such as credit card disputes, fraud, billing errors;
  • in the case of our suppliers or service providers, to manage the provision of products and services to us and
  • for any other purpose disclosed to you at the time the relevant personal information is collected;

We may also collect information about you in an aggregated and anonymous basis in order to conduct internal analysis of traffic patterns within our website. This information is used by us to administer and improve our products, services and systems.

Sharing Personal Information with Third Parties

We work with a number of third parties in carrying on our business and may disclose your personal information to:

  • payment processors, who process your payment on the webite and apps;
  • logistics providers, such as courier, fulfilment or parcel-pickup services which will deliver your order to you, and parcel return partners;
  • marketing, advertising and promotions services providers and event organisers in connection with our marketing, advertising, promotions and events;
  • our professional advisers, where required to enable any such adviser to provide services to us;
  • agents, contractors or service providers who provide operational services to us or who help provide our services to you, such as online cloud storage and processing, fraud detection and monitoring, marketing optimisation, information technology, telecommunications, market research, customer analysis or tracking, security or other relevant services which requires that entity’s collection, use or disclosure of your Personal Information;
  • law enforcement agencies, government agencies or other third parties, where required under or authorised by law (for example, to comply with a subpoena, a warrant or other order of a court or legal process);
  • other persons disclosed to you at the time the relevant Personal Information is collected and
  • any other party whom you authorise us to disclose your Personal Information to.

Some of our providers or contractors who we may share Personal Information with are located overseas including Ireland, Canada and the USA.

You acknowledge and agree that, should we sell, merge or otherwise change control of our business, our company or the website to a third-party:

  • we shall be permitted to disclose the Personal Information and other information that we have collected from you to the third-party, without giving notice or seeking prior consent from you; and
  • we shall be entitled to assign the benefit of any agreements we have with you to the third-party.

Accessing, Correcting or Deleting Your Personal Information

You may request to access, correct, or delete your Personal Information by submitting a written request to us. We may need to request additional information from you to confirm your identity before providing the access, making corrections, or deleting the Personal Information.

We will do our best to respond to Personal Information access, correction, or deletion requests within 30 days.  Where we are unable to meet this timeline, we will update you with the soonest possible time within we can provide the information or make the correction.  

If we refuse to provide you with access to the Personal Information held about you, or if we refuse to correct or delete that information, we will provide reasons for such refusal.

You may opt-out of communications at any time by using any of the following options:

  • Using the unsubscribe option in the footer of our emails.
  • Contact us via email or mail using the details in “Contacting Us” below
  • Respond to an SMS message for us with STOP or UNSUBSCRIBE

Please note it is not possible to unsubscribe from non-promotional (transactional) communications relating to your online orders or the operation of your account. 

Anonymity

Where practicable you have the option of dealing with us anonymously or by using a pseudonym. However, if you deal with us in this manner, we may not be able to provide all our products and services to you or interact with you in other ways set out in this policy. For example, we will not be able to deliver products to you if you do not provide us with address details for the delivery.

Administration, Security and Storage of Personal Information

You should ensure that all Personal Information you submit to us is complete, accurate, up-to-date, and correct.  Failure to do so may result in our inability to provide you with the products and services you have requested.  You should keep us updated of any relevant changes to your Personal Information.  We will not be responsible for relying on inaccurate or incomplete Personal Information if you have not updated us of such changes.

We will also put in place reasonable security arrangements to ensure that your Personal Information is adequately protected and secured and to prevent any unauthorised access, collection, use, disclosure, copying, modification, leakage, loss, damage, or alteration of your Personal Information.  We use Shopify to power our Site, you can read more about how Shopify keeps your Personal Information secure at https://www.shopify.com/security.

We will not be responsible for any unauthorised use of Personal Information by third parties which is attributable to factors beyond our control.  Further, given that no data transmission over the internet can be guaranteed as completely secure, we cannot guarantee the security of any (personal or other) information you transmit to us; and as such we will not be liable for any breach of security or unintended loss or disclosure of information due to our Platforms being linked to the Internet.

Accessing links

Our websites and apps may contain links to other websites and apps. If you access any third-party website or app from our website, personal information about you may be collected by that third party website. We are not responsible for ensuring the protection of any of your information collected from any such third-party website or app. We encourage you to be aware of this when you leave our website or apps and to read the privacy policies for every third party website or app that you access.

Contacting Us

For any questions relating to your Personal Information, or if you have a complaint regarding the collection, use or handling of your Personal Information, you may contact us in writing or by email as follows:

Moon River & Back
WOTSO
Level 2, Westfield Chermside
931 Gympie Road
Chermside Qld 4032
Email:info@moonriverback.com
 

Emails and letters should clearly state that you are making a privacy-related query, request or complaint in the subject line to ensure the matter is dealt with expediently. 

Updates to this Privacy Policy

As part of our efforts to ensure that we properly manage, protect, and process your Personal Information, we will be reviewing our policies, procedures and processes from time to time.  In this regard, we may update this Privacy Policy to ensure that it is consistent with industry trends and any changes in legal or regulatory requirements at our discretion. 

You agree to be bound by the prevailing terms of the Privacy Policy on our website and any updates to which will be posted on our website. By continuing to use our website, apps, platforms and/or services after the Privacy Policy has been amended, you hereby agree to be bound by the terms of such amended Privacy Policy. You are encouraged to visit the website regularly to ensure that you are well-informed of our latest policies in relation to Personal Information protection.

Last updated: 23nd April 2023