Privacy policy

Privacy Collection Notice

This notice explains how Milaron handles your personal information when you make an enquiry with us. We collect it so we can answer you and for the related purposes set out in our Privacy Policy, which is on our website or available on request.

We may disclose this information to third parties, including our staff, third parties we engage to act for us, and as otherwise described in our Privacy Policy.

We store personal information in Australia and overseas, including in the United States. Where we disclose it to third parties, those parties may store, transfer or access it outside Australia.

If you choose not to give us your personal information, it may limit our ability to deal with you.

Our Privacy Policy has the detail on how we collect, store, use and disclose personal information, including overseas disclosure, how to access or correct your information, and how to make a privacy complaint and what happens next.

Questions about our privacy practices: contact@milaron.com.au.

Milaron Privacy Policy

Introduction

Milaron is committed to protecting your privacy. This policy explains how we collect, use and protect your personal information. It applies to all personal information we handle, whether we collect it through our website, by phone, in person or any other way.

In this policy, we, us and our mean Milaron Pty Ltd (ABN 52 689 582 278), trading as Milaron Pilates.

This policy covers milaron.com.au. Our second-hand marketplace, Re:Form (reform.milaron.com.au), has its own privacy policy, which applies to that site.

Quick overview

We collect what you give us, and information we gather when you interact with us
We use it to sell and deliver our products and to improve your experience
We protect it with secure systems and controlled access
You have rights over your information, including access and correction
We do not sell your personal information

Information we collect

Identity and contact details

Name, delivery and billing address, email address and phone number
For trade and commercial customers: business name, ABN and delivery address

Service related information

Payment and transaction details for products you have bought, or enquiries you have made
Your product and delivery preferences, and your marketing preferences
Feedback, reviews and survey responses
Warranty and service history

Digital information

IP address and the approximate location it indicates
Search and browsing behaviour on our site
Which pages and products you view, and how you arrived, including the ad or link you clicked
Cookie and consent preferences

We do not seek sensitive information such as health, biometric, racial or ethnic, political or religious information, and we ask you not to send it to us. If you volunteer health context — for example an injury, when asking which reformer suits you — we use it only to answer that question.

How we collect personal information

Directly from you when you buy, enquire, fill in a form, leave a review or contact us
Automatically when you visit our website or interact with our emails and advertising
From third parties such as our service providers, business partners and delivery carriers, and people you have authorised
From publicly available sources such as ASIC and the ABN register

Why we collect, hold, use and disclose personal information

Business operations

To manage our relationship with you as a customer, supplier or reseller
To process, deliver and install our products
To handle enquiries, support requests and warranty claims
To keep accurate billing and administrative records
To verify your identity where required or permitted by law

Communication and support

To answer your questions and support requests
To send you updates about your order and delivery
To manage your participation in surveys, feedback and events

Service improvement

To analyse how our site and products are used
To conduct market research
To improve our products, website and operations

Marketing and promotions

To send you information about our products, offers and events
To show you advertising and measure whether it worked
To manage your marketing preferences
To run competitions and promotions

You may join our marketing list in two ways: by signing up deliberately, or by buying from us, in which case we may send you information about similar products. Either way you can opt out at any time, and every marketing email carries an unsubscribe link.

Legal and compliance

To meet our legal, tax and consumer-law obligations
To respond to court orders and legal processes
To keep required business records
To protect our legal rights, or as otherwise authorised by law

Our disclosures of personal information to third parties

We may disclose personal information to:

Service providers

Our store platform and hosting provider
Data storage providers
Payment processors
Marketing and advertising providers, including Meta, Google and Microsoft
Analytics providers
Email and customer-record providers
Freight carriers and installers, who receive the name, address and phone number needed to deliver

Professional advisers

Accountants and auditors
Insurers and insurance brokers
Legal advisers
Bankers

Corporate transactions

If we merge with or are acquired by another business, or sell our assets:

Your information may be disclosed to our advisers
Your information may be disclosed to a potential buyer and their advisers
Your information may form part of the assets transferred

Legal and regulatory bodies

Courts and tribunals
Regulators, including for reporting obligations
Law enforcement

Other parties

Third parties you have authorised
Emergency services where necessary
Any other party as required or permitted by law

Overseas disclosure

Storage and access

We store your personal information in Australia and overseas, including in the United States. It may be accessed from, or transferred to, locations outside Australia where:

Our store platform, hosting and data storage providers operate overseas
Our advertising and analytics providers operate overseas
We use cloud-based services

Our approach to overseas disclosure

Before disclosing personal information overseas we take reasonable steps to ensure the recipient handles it consistently with Australian privacy law: we send only what is necessary, and we rely on our contracts with those providers to require standards comparable to the Australian Privacy Principles.

Your privacy rights and choices

Providing information

You can choose whether to give us personal information. If you do not provide certain information we may not be able to sell to you, deliver to you or support you. Tell us if you would rather not provide something and we will tell you whether it is required or optional.

Access to your information

You can ask for a copy of the personal information we hold about you and we will respond within a reasonable time. We may charge a reasonable administrative fee for providing access, and we will tell you before we do. If we cannot give you access we will explain why and look for another way to give you what you need.

Correction

You can ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading, and we will take reasonable steps to fix it promptly. If we do not agree to make a correction we will explain why, and you can ask us to attach a statement noting the correction you wanted.

Marketing communications

You can opt out of marketing at any time. Every marketing email carries an unsubscribe link, and you can also just email us. We will action it as soon as practicable.

How to contact us about your rights or to make a complaint, and what happens next

Step 1: Contact us

Email: contact@milaron.com.au
Post: Milaron Pty Ltd (Attn: Privacy), 14B Underwood, Botany NSW 2019, Australia

Include your full name, your contact details, clear detail about your request or complaint, and any relevant dates or order numbers.

Step 2: Our response

We will:

Verify your identity before acting on your request
Investigate a complaint properly, or action a request
Respond in writing within a reasonable time, and within any period the law requires
Tell you what we will do and keep you updated
Not charge you for making a request, other than a reasonable access fee where it applies

Step 3: If you are not satisfied

You can ask for our senior management to review it, or complain to the Office of the Australian Information Commissioner — 1300 363 992, www.oaic.gov.au.

You do not have to come to us first, but we would appreciate the chance to resolve it with you.

This is the same process whether you want access, a correction, a change to your marketing preferences, or to complain about our privacy practices.

Protecting your information

Our store platform encrypts your information in transit and at rest. Payments are handled by PCI-DSS compliant payment providers, so card numbers never reach our own systems. We use multi-factor authentication on our administrative accounts, and we limit access to what each person needs for their role.

No system is completely secure. Keep your account password private and tell us straight away if you think your account has been used by someone else.

Public information

Anything you choose to post publicly — a product review, a public comment — can be read and used by others. We cannot control or protect information you make public.

How long we keep your information

We keep personal information only as long as we need it for the purpose we collected it, or as the law requires. Order, payment and warranty records are kept while they are needed to support your purchase and any warranty claim, and to meet our tax and record-keeping obligations. When we no longer need information we securely delete or de-identify it.

Cookies and Analytics

What we use

We use cookies, tracking pixels and similar technologies on our website and in our emails to improve your experience and our services.

Cookies

Small text files stored on your device
Keep your cart and sign-in working
Remember your preferences
Make the site work properly

Tracking pixels

Small, invisible images in web pages and emails
Help us understand how you interact with our content
Let us measure whether an email was opened or a link clicked
Let us measure whether our advertising worked

How we use these technologies

Essential functions — keeping your cart, your session and your sign-in working, and keeping the checkout secure. These cannot be turned off without breaking the site.

Analytics and performance — understanding how the site is used, which pages and products work, and where to improve.

Advertising — showing you our advertising and measuring whether it led to a sale.

Personalisation — remembering your preferences and showing you more relevant products.

Your control

You can manage these by:

Blocking or deleting cookies in your browser settings
Using privacy-focused browser extensions
Using the opt-out controls each advertising provider offers in your account settings with them
Blocking images in your email client

Blocking all cookies will affect how the site works.

Google Analytics and Google Ads

We use Google Analytics and Google Ads to understand how people use our site and whether our advertising works. These use cookies that collect information about your activity. You can opt out of Google's advertising features through your Google account settings, browser add-ons or your device's privacy settings. Google explains how it uses this data, and your options, on its own privacy pages.

Meta advertising tools

We use Meta's advertising tools, including the Meta Pixel, to measure how our ads perform and to show more relevant ads on Facebook and Instagram when you have visited our site. You can control whether we connect information from our site with your Meta account through your Meta account settings.

Microsoft advertising tools

We use Microsoft Advertising's tag to measure how our ads perform on Bing and Microsoft's network. Microsoft provides its own controls and opt-outs through your Microsoft account settings.

When you sign in with another account

What we collect

If you sign in using an account from another provider rather than creating one with us, we receive personal information from that provider based on your privacy settings with them. This may include your name, email address and other details you have chosen to share.

How we use it

We use it to create and manage your account with us and give you access to your orders.

Your rights

You can ask us to delete the personal information we received from that provider. Email us and tell us what you want deleted. If we cannot delete something, we will explain why.

Artificial Intelligence (AI) technologies

Overview

We use artificial intelligence and machine learning in our business, including tools provided by third parties. We use them only where it is lawful and useful to our business.

How we use AI

We may use AI to:

Analyse data and spot patterns
Draft and edit content and code
Improve our operations and our website
Automate routine tasks and communications
Help answer customer enquiries
Support quality checking

Data protection and security

Where we use third-party AI providers, we require them by contract to handle personal information consistently with privacy law and with appropriate safeguards.