Privacy policy
Privacy Policy
AIRBONE CONNECT® respects your privacy and is committed to handling personal information responsibly, transparently and securely. This policy explains what information we collect, how we use it, when it may be shared and the choices available to you.
Our Privacy Commitment
We aim to manage personal information consistently with applicable Australian privacy requirements, including the Australian Privacy Principles where they apply to our activities.
We do not sell lists of customer names, addresses, telephone numbers or contact details to third parties.
About This Privacy Policy
This Privacy Policy applies when you visit or interact with an AIRBONE CONNECT® website, create an account, purchase a product, submit a form, request customer support, participate in a promotion or otherwise communicate with us.
In this policy, references to “AIRBONE CONNECT®”, “we”, “our” or “us” refer to Go Airbone Pty Ltd trading as AIRBONE CONNECT®, where relevant to the service or transaction.
This policy should be read together with our other applicable website policies, including our Terms and Conditions, Shipping Policy and Warranty & Refund Policy.
2Personal Information We May Collect
Personal information is information or an opinion that identifies you, or could reasonably identify you, whether the information is true or recorded in a material form.
The information we collect depends on how you interact with our website, products, support services and sales channels.
Identity and contact information
- your name;
- billing and delivery addresses;
- telephone number;
- contact details;
- account username or customer profile information; and
- business name, where provided for a business purchase.
Order and transaction information
- products viewed, added to a cart or purchased;
- order numbers and order history;
- delivery instructions and preferences;
- discounts, promotional codes and store credits used;
- refund, cancellation and return information;
- warranty and replacement history; and
- transaction status and limited payment-related information.
Customer service information
- messages submitted through our website forms;
- product questions and customer support requests;
- photos, videos or files submitted in support of a claim;
- product serial numbers and model information;
- troubleshooting information;
- feedback, reviews and survey responses; and
- records of our communications with you.
Technical and website usage information
- internet protocol address;
- browser type and browser settings;
- device type and operating system;
- language, region and approximate location;
- pages viewed and links selected;
- referring website or advertising source;
- date, time and duration of website activity;
- cart and checkout activity;
- cookie identifiers and similar online identifiers; and
- diagnostic, security and performance information.
Marketing and preference information
- marketing subscription status;
- communication preferences;
- product interests and browsing preferences;
- responses to advertisements or promotions;
- cookie and tracking choices; and
- competition, giveaway or campaign participation information.
How We Collect Personal Information
We may collect personal information directly from you when you:
- visit or browse our website;
- create or update a customer account;
- place or attempt to place an order;
- subscribe to marketing communications;
- complete a website form;
- contact customer support;
- submit a return, refund or warranty request;
- provide feedback or submit a product review;
- enter a promotion, survey or competition; or
- otherwise communicate or interact with us.
We may also collect information automatically through cookies, pixels, server logs and similar technologies when you use our website.
In some circumstances, we may receive information from marketplaces, payment providers, delivery partners, fraud-prevention services, advertising platforms, authorised retailers or other service providers involved in a transaction or customer interaction.
4Information About Other People
If you provide personal information about another person, such as a delivery recipient, authorised contact or gift recipient, you should ensure that you are authorised to provide that information.
You should also make the person aware that their information may be handled in accordance with this Privacy Policy.
Please provide only the information reasonably required to complete the transaction or request.
5How We Use Personal Information
We may collect, hold, use and disclose personal information for purposes including:
- providing and operating our website and online store;
- creating and administering customer accounts;
- processing payments and completing transactions;
- confirming, packing and fulfilling orders;
- arranging delivery, collection or return services;
- providing order confirmations and delivery updates;
- responding to questions and customer support requests;
- processing returns, refunds and warranty claims;
- providing troubleshooting and after-sales assistance;
- confirming product compatibility and purchase information;
- maintaining transaction, accounting and warranty records;
- improving our website, products, services and customer experience;
- measuring website traffic, performance and advertising results;
- personalising website content and product recommendations;
- sending marketing communications where permitted;
- administering promotions, surveys or competitions;
- detecting and preventing fraud, misuse and security threats;
- investigating disputes, chargebacks or suspicious transactions;
- enforcing our terms, policies and legal rights;
- complying with applicable legal, regulatory and taxation obligations; and
- protecting our customers, business, systems and service providers.
Payments and Financial Information
Payments may be processed through Shopify Payments, card networks, digital wallet providers, buy-now-pay-later services, marketplace payment systems or other payment service providers made available at checkout.
Complete payment card details are generally entered into and processed through the systems of the relevant payment provider. We do not normally receive or store your complete payment card number or card security code.
We may receive limited transaction information, such as:
- payment status;
- transaction reference;
- payment method type;
- limited or masked card information;
- billing name and billing address;
- fraud or risk indicators; and
- refund or chargeback information.
Payment providers handle personal information according to their own privacy practices and legal obligations.
7Shopify and Our Online Store
Our online store is hosted using Shopify. Shopify provides the ecommerce infrastructure that allows us to display products, manage orders, process checkouts and provide related online services.
When you use our store, Shopify may collect and process personal information on our behalf or for purposes connected with providing, securing and improving Shopify services.
Depending on the services enabled, Shopify may process information relating to:
- your device and browser;
- store visits and interactions;
- cart and checkout activity;
- orders and payment status;
- customer account activity;
- fraud and security monitoring;
- privacy preferences; and
- store and advertising performance.
Shopify may process information through its affiliated companies, infrastructure and service providers in Australia and other countries.
8When We May Share Personal Information
We may disclose personal information to trusted organisations that help us operate our store, complete orders and provide customer services.
| Recipient category | Reason information may be shared |
|---|---|
| Website and ecommerce providers | To host, operate, maintain and secure our website, checkout and customer account services. |
| Payment service providers | To authorise payments, process transactions, issue refunds and manage payment risk. |
| Delivery and logistics providers | To dispatch, transport, track and deliver orders or process authorised returns. |
| Marketplaces and sales channels | To manage purchases, communications, refunds and claims made through those channels. |
| Technology and cloud providers | To provide data storage, website functionality, customer service tools and technical support. |
| Analytics providers | To understand website usage, diagnose performance issues and improve our services. |
| Advertising and marketing providers | To manage permitted communications, campaigns, advertising measurement and audience services. |
| Fraud and security providers | To identify suspicious transactions, protect accounts and prevent unauthorised activity. |
| Professional advisers | To obtain accounting, taxation, insurance, legal or other professional assistance. |
| Government and regulatory authorities | Where disclosure is required or permitted by law, regulation, court order or lawful request. |
| Business successors | Where relevant to a proposed or completed restructuring, financing, sale, merger or transfer of business assets. |
We aim to disclose only the information reasonably required for the relevant service, transaction or lawful purpose.
Service providers may process information according to their contractual obligations, legal requirements and their own applicable privacy policies.
9Marketplaces and Third-Party Sales Channels
AIRBONE CONNECT® products may be available through third-party marketplaces, retailers or authorised sales channels.
When you purchase through another platform, that platform may collect, use and retain personal information under its own privacy policy and terms.
The platform may provide us with information reasonably necessary to:
- identify and fulfil your order;
- communicate about the transaction;
- provide customer support;
- manage a return, refund or warranty claim;
- investigate fraud or payment disputes; or
- meet our legal and accounting obligations.
We do not control the independent privacy practices of third-party marketplaces or retailers.
10Cookies and Similar Technologies
Our website may use cookies, pixels, tags, local storage, software development kits and similar technologies.
These technologies may store or access information on your browser or device and help us operate, secure, analyse and improve the website.
Essential cookies
Essential cookies support functions such as page navigation, account access, cart contents, checkout, fraud prevention, security and the storage of privacy preferences.
The website may not operate correctly without these cookies.
Functional cookies
Functional cookies may remember preferences such as language, location, recently viewed products or other choices that improve the website experience.
Analytics and performance cookies
Analytics technologies help us understand how visitors use the website, which pages are viewed and whether technical problems occur.
The information may be used to measure store performance and improve content, navigation and website functionality.
Advertising and marketing technologies
Where enabled and permitted, advertising technologies may help measure advertising results, limit repeated advertisements, understand referral sources or display more relevant advertising.
These technologies may recognise a browser or device across websites, applications or services.
Where a cookie preference tool is available, you may use it to manage eligible non-essential cookies.
You may also manage cookies through your browser settings. Blocking some cookies may affect website features, account functions or checkout performance.
Manage Cookie Preferences 11Analytics and Advertising Measurement
We may use analytics, advertising or performance measurement services to understand how customers discover and interact with our website.
Depending on the tools enabled and your privacy choices, information processed may include:
- browser or device identifiers;
- approximate location;
- website visits and page views;
- product interactions;
- cart or checkout events;
- advertising referral information;
- campaign performance information; and
- purchase or conversion events.
We do not intentionally provide advertising platforms with complete payment card details.
Available choices may depend on your location, browser settings, device settings and the consent controls presented on our website.
12Direct Marketing
Where permitted, we may send information about products, offers, new releases, promotions or related AIRBONE CONNECT® updates.
We may send marketing communications where:
- you have requested or consented to receive them;
- you have an existing relationship with us and the communication is permitted by law; or
- another lawful basis allows the communication.
You may opt out of eligible marketing communications at any time by using the unsubscribe option included in the communication or by contacting us through our website.
Opting out of marketing will not prevent us from sending necessary service messages relating to an order, account, return, warranty claim, security issue or other requested transaction.
13Overseas Processing and Disclosure
Some service providers, technology systems, cloud infrastructure, marketplaces, payment providers and support services used by our business may operate outside Australia.
As a result, personal information may be processed, stored or accessed in other countries.
The countries involved may vary depending on:
- the ecommerce or payment service used;
- the delivery destination;
- the marketplace through which an order was placed;
- the location of a service provider's infrastructure;
- the support or security service required; and
- changes made by our technology providers.
Countries may include locations where Shopify, payment providers, cloud-service providers, marketplaces or their affiliated companies operate.
Privacy and data protection laws in another country may differ from Australian laws.
14Data Security
We take reasonable steps appropriate to our operations to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.
Security measures may include:
- secure ecommerce and payment-processing systems;
- encrypted website connections where supported;
- account authentication and access controls;
- limited staff or contractor access based on operational need;
- fraud and transaction-risk monitoring;
- software, platform and security updates;
- backups and system monitoring;
- service-provider security controls; and
- internal procedures for handling customer information.
No internet transmission, online platform or storage method can be guaranteed to be completely secure. You should use a strong and unique password and keep your account credentials confidential.
Please contact us promptly through our website if you believe an account or interaction with AIRBONE CONNECT® may have been compromised.
15Data Breaches and Security Incidents
If we become aware of a suspected security incident involving personal information, we may investigate the circumstances, take reasonable containment steps and assess whether notification or other action is required under applicable law.
Depending on the incident, steps may include:
- restricting access to affected systems;
- working with relevant technology or security providers;
- reviewing affected information and accounts;
- resetting or securing credentials;
- notifying affected individuals where appropriate or required;
- notifying regulators or authorities where required; and
- taking measures intended to reduce the risk of recurrence.
How Long We Retain Information
We retain personal information only for as long as reasonably necessary for the purposes described in this policy or as required or permitted by law.
Retention periods may depend on:
- the nature of the information;
- whether a customer account remains active;
- order, return and warranty requirements;
- taxation, accounting and financial recordkeeping obligations;
- fraud-prevention and security requirements;
- marketplace or payment-provider procedures;
- legal claims, disputes or chargebacks; and
- applicable limitation periods and regulatory obligations.
When personal information is no longer reasonably required, we may delete, destroy or de-identify it, subject to technical, backup and legal limitations.
17Accessing Your Personal Information
You may request access to personal information we hold about you.
To help protect your privacy, we may ask you to provide information reasonably necessary to confirm your identity and locate the requested records.
We will respond within a reasonable period and in accordance with applicable law.
In limited circumstances, access may be refused or restricted where permitted or required by law. Where appropriate, we will explain the reason for that decision.
18Correcting Your Personal Information
You may request correction of personal information that you believe is inaccurate, incomplete, out of date, irrelevant or misleading.
Some account information may be updated directly through your customer account, where that functionality is available.
For other corrections, please submit a request through our website and clearly identify:
- the information you believe is incorrect;
- the correction requested; and
- any relevant supporting information.
Deletion and Account Closure Requests
You may request deletion of eligible personal information or closure of your customer account.
We may not be able to delete all information immediately. Certain information may need to be retained where reasonably necessary for:
- taxation and accounting records;
- completed transactions;
- returns, warranties and product safety matters;
- fraud prevention and account security;
- chargebacks, disputes and legal claims;
- regulatory or law-enforcement obligations; or
- establishing, exercising or defending legal rights.
Where complete deletion is not available, we may restrict use, remove information from active systems or de-identify information where appropriate.
20Your Privacy Choices
Depending on your interaction with us and applicable law, your choices may include:
- accessing personal information we hold about you;
- requesting correction of inaccurate information;
- requesting deletion of eligible information;
- closing a customer account;
- unsubscribing from marketing communications;
- withdrawing consent where processing relies on consent;
- managing eligible cookie preferences;
- restricting cookies through browser settings; and
- submitting a privacy question or complaint.
Some choices may affect our ability to provide an account feature, complete a requested service or personalise the website.
Submit a Privacy Request Cookie Preferences 21Identity Verification
Before providing access to, correcting or deleting personal information, we may take reasonable steps to verify the identity and authority of the person making the request.
Verification may include confirming:
- the name associated with an order or account;
- an order number;
- delivery or billing information;
- recent transaction details;
- account access; or
- other information reasonably required to prevent unauthorised disclosure.
Please do not submit unnecessary identity documents unless specifically requested through an approved process.
22Children’s Privacy
Our website and products are intended for a general consumer audience and are not directed specifically to children.
Individuals under the age of 16 should use the website and provide personal information only with the involvement and permission of a parent or legal guardian.
We do not knowingly seek to collect personal information directly from children for independent account creation, purchasing or direct marketing.
If a parent or guardian reasonably believes that a child has submitted personal information without appropriate permission, they may contact us through our website so that the matter can be reviewed.
23External Websites and Services
Our website may contain links to marketplaces, payment providers, delivery services, social platforms or other third-party websites.
A link does not mean that AIRBONE CONNECT® controls or accepts responsibility for the privacy, security, content or practices of the external service.
When you leave our website, the privacy policy and terms of the external service will apply.
24Fraud Prevention and Misuse
We may use transaction, account, device, order and communication information to identify and investigate suspected:
- payment fraud;
- account takeover;
- false refund or warranty claims;
- unauthorised transactions;
- abuse of promotions or discount codes;
- website attacks or automated misuse;
- identity misrepresentation;
- chargeback abuse; or
- other unlawful or harmful conduct.
Where reasonably necessary and permitted by law, relevant information may be shared with payment providers, marketplaces, financial institutions, security providers, advisers or authorities.
25Privacy Complaints
If you have a concern about how AIRBONE CONNECT® has handled your personal information, please submit a privacy complaint through our website Contact Form.
Please include:
- your name and preferred response method;
- a clear explanation of the concern;
- relevant order or account information, where applicable;
- the outcome you are seeking; and
- any supporting information you consider relevant.
We will review the complaint and aim to respond within a reasonable period. We may contact you for further information if it is required to investigate the concern.
If you are not satisfied with our response, you may have the right to contact the Office of the Australian Information Commissioner or another relevant regulator.
26Changes to This Privacy Policy
We may update this Privacy Policy when our business practices, technology, services, legal obligations or privacy requirements change.
The current version will be published on this page. We encourage you to review the policy periodically, particularly before providing new personal information or using a newly introduced service.
Where a change materially affects how we handle personal information, we may provide an additional notice where appropriate.
27Trademark and Intellectual Property Notice
AIRBONE CONNECT® is a registered trademark used in connection with products and services supplied by or under the authority of its owner.
The AIRBONE registered logo, AIRBONE CONNECT® name, website content, product imagery, graphics and associated brand materials must not be copied, reproduced, modified, distributed or used without prior written authorisation, except where permitted by law.
28Contact Us
For privacy questions, access requests, correction requests, deletion requests or privacy complaints, please use our internal website Contact Form.
Go Airbone Pty Ltd
Trading as AIRBONE CONNECT®
Privacy enquiries and requests:
Use our secure website Contact Form and select the most relevant
privacy or customer-support category.
Cookie choices:
Where available, use our Cookie Preferences page to manage eligible
non-essential technologies.
