Privacy Policy
Company: Koala Valley Produce Pty Ltd
Last updated: 2 May 2026
Website: www.koalavalleyproduce.com.au
Email: info@koalavalleyproduce.com.au
ABN: 47 694 058 672
ACN: 694 058 672
At Koala Valley Produce, we care about your privacy as much as we care about our honey. This policy explains, in plain English, what personal information we collect, how we use it, who we share it with, and the choices and rights you have. We are committed to handling personal information in a way that is consistent with the Australian Privacy Principles under the Privacy Act 1988 (Cth).
1. Who We Are
In this Privacy Policy, "Koala Valley Produce", "KVP", "we", "us" and "our" mean Koala Valley Produce Pty Ltd (ABN 47 694 058 672, ACN 694 058 672).
"You" and "your" mean any person who visits our website, places an order, creates an account, joins a subscription, contacts us, makes an enquiry, interacts with our marketing, or otherwise provides personal information to us.
2. Scope of This Privacy Policy
This policy applies to personal information we collect through our website, our online store, our subscriptions, our customer service, our marketing and social media channels, and our dealings with customers, gift recipients, business contacts, suppliers and service providers. It does not apply to third-party websites or platforms we link to, which have their own privacy policies.
3. What Is Personal Information?
Personal information means information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether or not it is true and whether or not it is recorded in a material form.
This may include your name, email address, phone number, delivery and billing address, order details, account details, payment-related information, enquiry details, review content, social media details and subscription information.
Some online identifiers such as your IP address, device identifiers and cookie identifiers may also be personal information where they can reasonably identify you. Information that is only ever analytical and does not identify you (for example, the number of times a page is viewed) is generally not personal information.
4. What Personal Information We Collect
We only collect personal information that is reasonably necessary for one or more of our functions or activities. The lists below describe what we may collect depending on how you interact with us, not information we collect from everyone.
Website visitors: IP address; device and browser type; approximate location; pages and products viewed; time on site; referring website or advertising source; cart activity; website interaction and analytics data; and information from cookies, pixels and similar technologies.
Online customers: name; email; phone; billing and delivery address; order number and details; products, quantities and pack sizes; order value; payment status; discount or promotion codes; delivery instructions; account information; communication history; refund, return, damaged-goods or complaint information; product, packaging and shipping-label photos you send us; batch or traceability details connected with your order; and other information reasonably needed to fulfil and manage your order.
Subscription customers: subscription selection and frequency; renewal date; pause, skip, change or cancellation requests; delivery address; billing details; payment status; failed-payment information; account details; subscription communication history; and information needed to manage recurring orders.
Gift orders: if you order a gift for someone else, we may collect the recipient's name, delivery address, phone number, email and delivery instructions. We use these details only to fulfil and deliver that gift. By providing another person's details, you confirm you are authorised to do so for that purpose. Customer service, complaints, damaged goods and returns: your name; order number; delivery and contact details; a description of the issue; photos of the product, packaging or shipping label; refund or replacement details; courier claim information; and records of our communications.
Customer accounts: account name; login details; email and phone; saved addresses; order and subscription history; account and marketing preferences; and security or account activity information.
Reviews, testimonials and user-generated content: your name or display name; review content and rating; image or video content; social media handle; product purchased; general location (if provided); and any other information you choose to include. Please do not include personal information about another person without their permission. Promotions, giveaways and special offers: name; email; phone; social media handle; entry and eligibility details; delivery address for prizes; marketing preferences; and other information needed to run the promotion.
Wholesale, distributor, export and B2B enquiries: your name and job title; business name and address; contact details; country or market; website or social profile; ABN/company/registration details; product interests; estimated volumes; sales channels; freight requirements; payment-term requests; purchase order, invoice and trade-reference details; importer/distributor/consignee details; export, shipping, Incoterms, logistics and customs information; and records of commercial discussions.
Suppliers, processors, packers and service providers: name and job title; business name and contact details; ABN/registration details; quotations, invoices and payment details; bank details where required for payment; insurance, compliance and product documentation; performance and logistics records; communication history; and records needed for business, tax, compliance or traceability purposes.
Social media and messaging platforms: if you interact with us via Instagram, TikTok, LinkedIn, WeChat, RED (Little Red Book), Facebook, website chat, email or direct message, we may collect your profile name and public profile information, your messages and comments, product questions and preferences, language preference, enquiry source, and follow-up communication history. Your use of those platforms is also governed by their own privacy policies.
Product recalls and safety issues: if a recall, withdrawal, quality, labelling, contamination, packaging, undeclared-allergen or other food-safety issue arises, we may use your name, order and product details, batch or lot details, email, phone and postal/delivery address, and communication history to identify and contact affected customers.
Sensitive information: we do not seek or require sensitive information (such as health, racial or ethnic origin, political, religious, sexual orientation, or criminal-record information). However, because our products sometimes prompt questions, you may choose to tell us things like an allergy, dietary requirement, pregnancy or health concern. Please share only what is necessary. If you do provide health-related information, we will use it only to respond to you and will handle it carefully. Our products are foods, not medicines, and nothing we say is intended as medical advice, please speak to your doctor about any health condition.
5. How We Collect Personal Information
We may collect personal information directly from you (when you order, create an account, subscribe, submit a form, contact us, enter a promotion, leave a review, or make an enquiry); through cookies and similar technologies when you use our website; from payment, ecommerce, accounting, inventory, fulfilment, delivery, marketing and analytics platforms; from couriers, freight providers, importers, distributors, retailers, suppliers and service providers; from publicly available sources such as business websites, LinkedIn or trade directories; and from other third parties where it is lawful and reasonable to do so.
6. Why We Collect, Use and Disclose Personal Information
We collect, use and disclose personal information for purposes connected with operating, managing and improving our business, including to: run our website and online store; process orders and payments; issue confirmations, receipts and invoices; fulfil, dispatch and track orders; manage delivery issues; manage accounts, subscriptions and recurring orders; respond to enquiries; handle damaged, missing, incorrect or delayed orders; assess returns, refunds, replacements and complaints; maintain batch, lot and traceability records; manage product recalls and food-safety issues; manage reviews and user-generated content; run promotions; send transactional messages; send marketing where permitted and manage your preferences; prevent fraud and misuse; manage wholesale, distributor, export and B2B enquiries and assess commercial partners and suppliers; prepare quotations, invoices, purchase orders and trade documents; meet accounting, tax, audit and recordkeeping obligations; improve our products, website, packaging, service and marketing; analyse website, sales and campaign performance; comply with legal, regulatory, food-safety, consumer-law, tax, customs, biosecurity and export obligations; obtain professional advice; and manage insurance, disputes and our legal rights.
7. Cookies, Analytics and Tracking
Our website uses cookies and similar technologies (such as pixels, tags and SDKs) provided by us and by third parties including Wix, Google, Meta (Facebook and Instagram), TikTok and LinkedIn.
We use these to keep the website working and secure; remember your preferences and cart; understand how the website is used; measure our advertising; and show you relevant ads on other platforms (retargeting).
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Essential cookies are needed for the website and checkout to work.
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Analytics cookies help us understand website use; on their own, most analytics data does not identify you.
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Advertising cookies and pixels may share limited information with advertising platforms so we can measure and target our marketing.
Where these technologies collect information that can reasonably identify you, we treat it as personal information under this policy. We aim to collect only what is reasonably necessary and take steps to avoid sharing sensitive information (such as health information) with advertising platforms.
You can manage or disable most cookies through your browser settings, and opt out of personalised advertising through the settings offered by platforms such as Google and Meta. If you disable some cookies, parts of our website may not work properly.
8. Marketing Communications
If you have bought from us, created an account, subscribed, or otherwise consented, we may send you marketing about our products, offers and news by email or SMS. We rely on your express consent (for example, when you tick a subscribe box) or your inferred consent (for example, where you are an existing customer who would reasonably expect to hear from us).
Transactional messages such as order confirmations, shipping updates, subscription notices, payment issues, and recall or safety notices are not marketing. We may send these to manage your order or for safety and legal reasons even if you have opted out of marketing.
Every marketing message includes an easy way to unsubscribe, and you can also email us to opt out. We action unsubscribe requests promptly, and within 5 business days at the latest. We do not sell your personal information, and we do not provide your contact details to third parties for their own marketing.
9. Disclosure to Third Parties
We may disclose personal information where reasonably necessary for our business, including to: ecommerce, hosting and integration providers; payment processors, banks and fraud-prevention providers; accounting and inventory systems; couriers, freight, logistics and fulfilment providers; email, SMS, marketing, analytics and advertising providers; social media and review platforms; IT, cyber-security and cloud-storage providers; suppliers, processors, packers and manufacturers; importers, distributors, retailers and export partners; customs brokers and freight forwarders; professional advisers (lawyers, accountants, insurance brokers, consultants) and insurers; debt-collection providers where relevant; product-recall, food-safety and traceability providers; government agencies, regulators, courts or law-enforcement bodies where required or authorised by law; and parties involved in a proposed or actual business sale, restructure, merger, investment or transfer.
Where practical, we take reasonable steps to ensure these providers protect personal information and use it only for authorised purposes. Some of these recipients are located overseas, see section 10.
10. Overseas Disclosure
We are based in Australia and store information in Australia where we can. However, like most online businesses, we use trusted third-party platforms that may store or process personal information overseas, so some of your personal information may be disclosed to, or accessed from, countries outside Australia.
Depending on the providers we use, these countries may include the United States, the European Union / United Kingdom, and other countries where our service providers operate data centres. For example, our website platform (Wix), payment providers (such as Stripe and PayPal) and advertising and analytics providers (such as Google, Meta, TikTok and LinkedIn) may process information overseas.
Before disclosing personal information overseas, we take reasonable steps to ensure recipients handle it consistently with the Australian Privacy Principles, or we rely on an exception permitted under the Privacy Act. You can ask us about our overseas disclosures at any time.
11. Payment Information
Payments are processed by third-party payment providers, which (depending on the methods shown at checkout) may include credit and debit card, PayPal, Apple Pay, Google Pay, Stripe and Afterpay.
We may receive payment confirmation and status, transaction references, partial card details, refund status, chargeback information and fraud indicators. We do not intentionally store full credit card numbers. Payment providers handle your information under their own privacy policies and security practices.
We may use order, billing, delivery, account and device information to help identify and prevent fraud, unauthorised payment use, chargebacks and misuse of our website or promotions, and to protect our customers and business.
12. Data Security
We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. These steps include a mix of technical measures (such as secure, reputable hosting and payment platforms and access controls) and organisational measures (such as limiting who can access information and training relevant people). No system can be guaranteed completely secure, and information is shared with us at your own risk.
13. Data Breaches
If we suspect a data breach involving personal information, we will quickly take steps to contain it and assess what has happened. Where required under the Notifiable Data Breaches scheme, if we conclude that a breach is likely to result in serious harm to affected individuals, we will notify those individuals and the Office of the Australian Information Commissioner (OAIC) as soon as practicable, explaining what happened, the kinds of information involved, and the steps you can take to protect yourself.
14. Retention
We keep personal information only for as long as reasonably necessary for the purposes in this policy, or as required for legal, tax, accounting, audit, food-safety, traceability, dispute, insurance, export or compliance reasons. As a guide, we generally keep financial and tax-related records for around seven years, order and traceability records for the periods required for food safety, and marketing contact details until you unsubscribe. When personal information is no longer needed, we take reasonable steps to destroy, delete or de-identify it, unless we are required or permitted to keep it.
15. Access and Correction
You can ask for access to the personal information we hold about you, and ask us to correct it if you think it is inaccurate, out of date, incomplete, irrelevant or misleading. It is free to make a request, and we may ask you to verify your identity first.
Email info@koalavalleyproduce.com.au with the subject line "Privacy Request". We will respond within a reasonable time, usually within 30 days. If we cannot give you access or make a correction, we will explain why (unless it would be unreasonable or unlawful to do so) and let you know your options. We will not charge an excessive fee for giving you access.
You may also deal with us anonymously or by using a pseudonym where it is lawful and practicable, for example, when making a general enquiry. For orders, deliveries, payments, accounts and order-specific complaints, we will usually need to identify you.
16. Complaints
If you have a privacy concern, please contact us first so we can try to resolve it. Email info@koalavalleyproduce.com.au with the subject line "Privacy Complaint", including your name and contact details, a description of your concern, any relevant order or account details, and the outcome you are seeking.
We will acknowledge your complaint promptly (usually within 5 business days) and respond within a reasonable time. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC): www.oaic.gov.au | 1300 363 992.
17. Children and Young People
Our website and products are intended for general consumer and business audiences. We do not knowingly seek to collect personal information from children. If a child has provided personal information without appropriate parent or guardian involvement, a parent or guardian may contact us to request its deletion, where lawful and practical.
18. Automated Decisions
Some of our systems and third-party providers use automated tools to help process orders, screen for fraud or assess payment risk. We do not use automated processes to make decisions that have a significant effect on you without a person being able to review them. If this changes, we will update this policy in line with our legal obligations.
19. Links to Third-Party Websites
Our website, emails, social media pages and messages may contain links to third-party websites and services. We are not responsible for the privacy practices, content or security of those third parties, and you should review their privacy policies before providing information to them.
20. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our business, website, systems, products, services, marketing channels, suppliers, legal obligations or privacy practices. The latest version will be published on our website, and the "Last updated" date shows when it was most recently changed.
21. Contact Us
For privacy questions, access or correction requests, or complaints, please contact: