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Privacy Policy

We value your trust and take the protection of your personal information very seriously. This document outlines the way in which we collect, hold, secure, use and shares your personal information. We encourage you to read it, so that you are comfortable with what we do and can help us improve your experiences with us. We always want to provide you with the highest level of service, so we collect and hold personal information necessary for our business activities and to enable us to provide the information, goods or services you might be looking for. If we do not collect the information, we may not be able to provide these things. We collect your personal information directly from you when you activate or use our services, interact with us, either in person, over the telephone or electronically (e.g. via websites, apps, social media posts, chats, telephone, emails and/or SMS) or as otherwise permitted by law.

Below are some examples of personal information we may collect from you and how we collect that information: 

1) When you shop with us, including online, or browse our sites or apps. 

  • Your contact details.
  • Information about your orders and purchases, including what, how, and when you buy from us. 
  • Information about your online browsing behaviour on our internet sites and apps, including promotions you activated, as well as items you have added to your carts. 
  • Information collected and held via our secure financial systems about the payment method you use for your purchases from us.
  • Like many websites, tracking technologies, such as “cookies”, are used to obtain certain types of information such as application activities, current location of your device, type and version of your browser, your device ID and other device metrics when you visit our websites, apps or our trusted partners’ websites or apps.
  • Images and videos that you post online to facilitate our service provision or sales promotions. 
  • Information we collect via our apps on mobile devices or smart devices (e.g. smart watches), for example the current location of your device, type and version of your browser and, your device ID and other device metrics, as allowed by your device permissions.

2) When you contact us or we contact you to take part in competitions, promotions, testimonials, reviews, surveys, focus groups or make other enquiries: 

  • Your contact details.
  • Whether you activated the promotion.
  • The content of online communications with you, including competitions, promotions, feedback, reviews, ratings, comments and images included on any of our websites, apps or social media pages or any of our other digital services.

Can I provide someone else’s personal information to VERBE? 

Yes, you may provide someone else’s personal information to us, for example: 

  • When you purchase a gift for others or,
  • Place an order on someone else’s behalf. You must have their consent beforehand and we may ask you to provide evidence of that consent. You should not provide someone else’s information if you don’t have their consent, or for malicious purposes.

How does VERBE secure my personal information? 

Your personal information is important to us. We design our systems with your security and privacy in mind. Any personal information we hold is generally stored electronically in computers or cloud systems operated by us or by our service providers. We implement a range of information security measures and encryption protocols when we handle your personal information to protect it from unauthorised access, loss, misuse or wrongful alteration. 

We may collect information from your current device using cookies or other technologies, including your online browsers or apps to protect your account security. We use security measures such as physical and technical security access controls or other safeguards, information security technologies, policies, procedures and training programs to ensure the security of your personal information.

We protect your payment card details with encryption and hashing methods. Do not include your full card details when you communicate with us via email, SMS or chat messages. If we have to make a reference to your payment card number, we will only refer to the last four digits in any form of written communications.

For what purposes does VERBE collect, hold and use my personal information?

We primarily collect, hold and use your personal information to supply, promote and sell goods that you have requested, or which may be of interest to you, so that we can improve and personalise your experiences. This may also include the products and services of our suppliers and trusted partners.

We may use your personal information for purposes which are incidental to the sale and promotion of our goods, or for other purposes which are within your reasonable expectation or permitted by law. 

In addition, your personal information may be used for the following purposes: 

  • Communication: To send you offers and other communications that may be of interest to you. 
  • Investigation: To assist in responding to your complaints or enquiries and to undertake investigations. 
  • Fraud detection and security: To verify your identity and to detect fraud activities. We may conduct auditing and monitoring of transactions and financial engagement. 
  • Improve our services and customer experience: To analyse performance, improve our systems and improve the usability, functionality and effectiveness of our services.

Who does VERBE share my personal information with and why? 

Your personal information is important to us and we are very focused on making sure it stays safe. We use data, including personal information in some cases, to understand the preferences and shopping patterns of our customers and to produce other insights. In most cases, we employ techniques such as grouping, combining and anonymising, so that we don’t need to use your personal information to understand those preferences or patterns, or to produce insights. We may also share anonymised preferences and insights with our suppliers, partners and service providers to assist with the marketing of products and services, without revealing your personal information.

There are limited circumstances when we do need to share or use your personal information, such as: 

  • When you make a written request to share your information with a third party 
  • To related bodies of VERBE 
  • For fraud detection and security protection 
  • When legally required, including assisting with police investigations and where required by law enforcement agencies 
  • With third parties, such as partners, suppliers, or service providers, when we need their assistance in our day-to-day business operations or so we can work with them to provide services to you. 

There are also limited circumstances in which we may share your personal information with third parties, such as: 

  • Financial services organisations or specialised service providers for fraud detection (when we process your payments).
  • Print partners for direct mail.
  • Those helping us to improve data quality, such as Australia Post (when you provide your address to us). 
  • Expert data partners (in encrypted form) to provide us with insights (when you shop with us or when you join our loyalty programs).

Marketing communications 

When you register to hold an account or become a member of VERBE, we may send you commercial electronic messages and tailored advertising if you agree to let us do so. We may send you these messages via various channels and media (including by email, SMS, phone and mail, or via advertising on certain websites and social media), where you have not opted out of receiving such electronic messages. Details on how to opt out of commercial electronic messages in relation to each VERBE are contained within the terms and conditions.

Regardless of whether you opt-out of any or all commercial electronic messages, you will still receive information we are required by law to provide to you or service-based communications. The terms and conditions for VERBE sets out what is considered a service-based communication for that brand. If you would like more information about how we may, or may not, send you commercial electronic messages, please see the terms and conditions.

How can I access my personal information? 

You have a right to request access to the personal information we hold about you. You can access or correct your personal information on your online profile via your online account at any time. However, before we provide you with access to your personal information we may require verification of proof of identity. There is no charge to submit a request to correct or access your personal information, however, we may charge a reasonable fee for giving access to your personal information if your request requires substantial effort on our part. If you would like a copy of the personal information held by us about you, please contact VERBE via email.

How can I correct my personal information? 

If you believe that any of your personal information is inaccurate, out of date, incomplete, irrelevant or misleading, please contact VERBE via email. It is your right to have your personal information corrected.

How will I know if VERBE makes changes to this privacy policy?

We may change it periodically. If we propose to change this policy, we will display the proposed policy on our website and app, at least 2 weeks before any change comes into effect.