OUR privacy

Bearded Dev Pty Ltd trading as Luup (“Luup”, “we”, “us” or “our”) respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, use, hold and disclose your personal information when you:

• visit or use our website at www.luup.com.au;

• purchase products, gift bundles, gift cards or other items from us;

• use our gifting quiz or gift selection tools;

• contact us or make an enquiry;

• subscribe to our marketing communications;

• purchase or enquire about gift vouchers, bookings or wellness services;

• participate in promotions, events or other Luup activities; or

• otherwise interact with Luup online or in store.

By using our website or providing us with personal information, you agree to the collection and handling of your information as described in this Privacy Policy.

The type of personal information we collect depends on how you interact with us.

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Information you provide to us

We may collect information including:

• your name;

• email address;

• phone number;

• billing address;

• delivery or shipping address;

• information relating to your order;

• gift recipient details where you provide them to us;

• information provided when purchasing or using a physical or digital gift card;

• information provided when purchasing or enquiring about gift vouchers, bookings or wellness services;

• information provided when making an enquiry or contacting us;

• marketing preferences; and

• any other information you choose to provide to us.

If you purchase products, gift cards or services through our website, payment information is processed through our third-party payment providers, including Wix and Square. Luup does not store complete credit or debit card details where these are processed directly by our payment providers.

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Gift recipient information

When you purchase a gift for another person, you may provide us with their name, delivery address, email address or other information necessary to deliver the gift or provide the service you have requested.

You should ensure that you have the authority to provide us with that person's information for this purpose.

Gifting quiz and gift selection information

Luup may offer a gifting quiz or other tools designed to help customers find suitable products or gift ideas.

Our gifting quiz does not collect personally identifiable information. Information provided through the quiz may be used to generate gift suggestions and improve the functionality and customer experience of the tool.

If we change the way the gifting quiz collects or uses information in the future, we may update this Privacy Policy accordingly.

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Health, wellness and booking information

Where you purchase, book or enquire about health, wellness, beauty or other in-store services, Luup may collect additional personal information relevant to providing that service.

This information may include details provided directly to us or our relevant service providers when making a booking, completing a consultation or receiving a service.

We will only collect information that is reasonably necessary for the relevant service, booking, enquiry or other legitimate business purpose.

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Website and device information

When you visit our website, certain information may be collected automatically, including:

• your IP address;

• browser type;

• device information;

• operating system;

• pages or products you view;

• the website or search terms that referred you to our website;

• how you interact with our website;

• the date and time of your visit; and

• information collected through cookies and similar technologies.

We may collect personal information directly from you when you:

• place an order;

• purchase a gift bundle, product or other item;

• purchase a physical or digital gift card;

• purchase or enquire about a gift voucher;

• make a booking or enquiry about one of our services;

• subscribe to our mailing list;

• submit an enquiry or contact us;

• participate in a promotion, event or competition;

• interact with us through social media; or

• otherwise communicate with us.

We may also collect certain information automatically when you use our website through cookies, analytics tools and similar technologies.

We may use your personal information to:

• process and fulfil your orders;

• process payments through our payment providers;

• arrange shipping and delivery;

• send order confirmations, receipts and other transactional communications;

• provide physical and digital gift cards and gift vouchers;

• manage bookings, enquiries and relevant in-store services;

• communicate with you about your order, enquiry, booking or account;

• provide customer support;

• personalise or improve your experience with Luup;

• help us understand how customers use our website;

• improve our products, services, website and customer experience;

• detect and prevent fraud or other potentially unlawful activity;

• comply with legal and regulatory obligations;

• manage promotions, events or other activities;

• send marketing communications where you have consented or where otherwise permitted by law; and

• protect the rights, property and safety of Luup, our customers and others.

Luup may send you information about our products, gift ideas, services, events, promotions and other news where you have subscribed, consented or where otherwise permitted by law.

Our marketing communications may be managed through Mailchimp, Wix or other communication tools used by Luup from time to time.

You can unsubscribe from marketing emails at any time by:

• clicking the unsubscribe link included in the email; or

• contacting us at hello@luup.com.au.

Please note that unsubscribing from marketing communications will not prevent us from sending you important transactional communications relating to an order, gift card, voucher, booking or other service you have requested.

We may share your personal information with trusted third parties who help us operate our business and provide our products and services.

These may include:

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Website and e-commerce providers

We use Wix and Wix Studio to provide website, e-commerce and related functionality.

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Payment providers

Payments may be processed through Wix and Square, depending on the product, service or transaction.

For example, Luup gift card purchases are processed through Square.

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Shipping and delivery providers

We may provide relevant customer and delivery information to Australia Post and other delivery providers where necessary to fulfil and deliver your order.

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Email and marketing providers

We use Mailchimp and Wix for email marketing and customer communications.

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Analytics providers

We use Google Analytics to help us understand how visitors interact with our website and to improve our website, products and customer experience.

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Other service providers

We may also share information with:

• professional advisers, including accountants, insurers and legal advisers;

• technology and business service providers;

• relevant service providers involved in delivering bookings or in-store services;

• government authorities, regulators or law enforcement agencies where required or permitted by law; and

• other trusted providers where reasonably necessary to operate our business or provide the products or services you have requested.

We only share personal information where reasonably necessary for the relevant purpose.

You can find information about the privacy practices of some of our service providers at:

Wix: https://www.wix.com/about/privacy

Square: https://squareup.com/au/en/legal/general/privacy

Mailchimp: https://www.intuit.com/privacy/statement/

Google: https://policies.google.com/privacy

Australia Post: https://auspost.com.au/about-us/corporate-information/privacy

Our website uses cookies and similar technologies to help it function, improve your experience and understand how visitors use the website.

Cookies may be used for purposes including:

• enabling essential website functionality;

• remembering preferences;

• maintaining security;

• processing and supporting e-commerce functionality;

• analysing website traffic and performance;

• understanding how visitors interact with products and pages; and

• supporting marketing or advertising activities where applicable.

Our website currently uses or may use technologies associated with Wix and Google Analytics.

You can generally control or disable cookies through your browser settings. However, disabling certain cookies may affect the functionality of our website.

Where required, we may provide additional information or choices regarding cookies and tracking technologies when you visit our website.

We use Google Analytics to help us understand how visitors use our website. This information helps us analyse website traffic, customer behaviour and website performance so we can improve the Luup experience.

We may also use advertising, remarketing or tracking technologies in the future.

Where we use these technologies, information collected through cookies, pixels or similar technologies may be used to measure advertising performance or help us provide more relevant advertising.

We may update this Privacy Policy or provide additional notices if our use of advertising or tracking technologies changes.

Some of the service providers we use may store or process personal information outside Australia.

For example, providers such as Wix, Square, Mailchimp, Google and other cloud-based technology providers may operate systems, servers or facilities in countries outside Australia.

Where reasonably practicable, we take reasonable steps to work with reputable service providers and to protect personal information when it is disclosed or processed outside Australia.

We take reasonable steps to protect the personal information we hold from misuse, interference, loss and unauthorised access, modification or disclosure.

These measures may include:

• secure website and technology systems;

• access controls;

• secure payment processing through third-party payment providers;

• use of reputable third-party service providers;

• staff and operational procedures; and

• other reasonable security measures appropriate to the nature of the information.

However, no method of transmitting or storing information electronically is completely secure. While we take reasonable steps to protect your information, we cannot guarantee absolute security.

We retain personal information for as long as reasonably necessary for the purposes for which it was collected.

We may also retain information where necessary to:

• comply with legal, taxation or accounting obligations;

• maintain business and transaction records;

• manage bookings, vouchers or gift card transactions;

• resolve disputes;

• prevent fraud; or

• enforce our agreements and protect our legal rights.

When personal information is no longer reasonably required, we will take reasonable steps to delete or de-identify it, unless we are required or permitted by law to retain it.

You may request access to personal information that Luup holds about you.

You may also ask us to correct information that you believe is inaccurate, incomplete or out of date.

To make a request, please contact us using the details below. We may need to verify your identity before providing access to or making changes to your information.

In some circumstances, we may be permitted or required by law to refuse access to certain information. If this happens, we will provide an explanation where appropriate.

If you have a concern or complaint about how Luup has handled your personal information, please contact us first so that we can investigate the matter and try to resolve it.

Please contact:

Luup
Email: hello@luup.com.au

We will take reasonable steps to investigate and respond to your complaint.

If you are not satisfied with our response, you may have the right to contact the Office of the Australian Information Commissioner.

More information is available at:

https://www.oaic.gov.au

Our website may contain links to third-party websites, platforms or services.

Luup is not responsible for the privacy practices or content of those third-party websites. We encourage you to review the privacy policies of any third-party service you use.

We may update this Privacy Policy from time to time to reflect changes to our business, website, products, services, technology, legal requirements or privacy practices.

The most current version will be published on our website and the “Last updated” date will be amended accordingly.

If you have questions about this Privacy Policy or how Luup handles your personal information, please contact us:

Bearded Dev Pty Ltd trading as Luup

Home Co. Peninsula
Shop D7, 1128–1132 Nepean Highway
Mornington VIC 3931
Australia

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Email: hello@luup.com.au
Phone: 03 5977 0718

This Privacy Policy is intended as a tailored business draft based on Luup's current website, e-commerce and service operations. It is not legal advice and should be reviewed by an appropriately qualified Australian legal professional before publication.