High End Pty Ltd (ACN 634 474 383) (High End, we, us and our) is committed to protecting your privacy as a user of our High End application (App) or as a visitor to our website, www.highend.app (Website). We respect the privacy and confidentiality of the personal information provided by you and adhere to the Privacy Act 1988 and Australian Privacy Principles (APPs). Please read our Privacy Policy below carefully.

This Privacy Policy explains how we manage your personal information that we collect, use, disclose

By providing personal information to us, you consent to our collection, use and disclosure of your personal information in accordance with this Privacy Policy and any other arrangements that apply between us.

1. What is High End?

The High End App is an exclusive platform, which can be used to buy and sell luxury pre-owned fashion in Australia (the Services).

What is personal information?

When we refer to “personal information”, we mean information or an opinion about you, from which you are, or may reasonably be, identified. This information may include (but is not limited to) your name, date of birth, phone number, email address and address.

Personal information may also include information which is “sensitive information” under the Privacy Act. Sensitive information includes, for example, information or an opinion about an individual’s health, racial or ethnic origin, criminal record or membership of a professional association, trade association or trade union.

2. What information do we collect?

The personal information we collect depends on the nature of our relationship with you. For example:

If you are a buyer using the Services, we will collect your name, email address, delivery and residential address, telephone number(s), your date of birth and gender, details of the items you have purchased or viewed on the App, details of any items which you have returned or for which you obtained a refund, as well as details of any feedback you provide or enquiries or complaints you make.
If you are a seller using the Services, we will collect your name, email address, telephone number(s), your date of birth and gender, ABN, details of the items you sell (such as a description of the item, size, photos and proof of purchase), as well as details of any feedback you provide or enquiries or complaints you make.
If you apply for a job with High End or are an employee, we may collect, for example, your full name, contact details (including address, phone number and email address), job title, passport details, employment history and education details, names and contact details of referees, next of kin details (in the event of an emergency) and superannuation fund and Tax File Number details, if required by law, for example, under the Superannuation Guarantee (Administration) Act, the Superannuation Industry (Supervision) Act, the Income Tax Assessment Acts and Taxation Administration Act.

If you do not provide the information requested by us, we may not be able to provide you with our Services.

3. How do we collect your personal information?

We will collect personal information about you if you choose to provide it to us. Personal information may be collected from you in a variety of ways, including at different places and times on our Website, App or you use our Services. We may collect your personal information when you do any of the following, for example:

App or when you use our Services. We may collect your personal information when you do any of the following, for example:
buy or sell an item on the App;
when you change your profile on the App or your email preferences;
communicate with other users of the App, for example, if you respond to a query from an individual interested in purchasing an item you are selling;
subscribe to receive our newsletter or promotional materials or sign up to a mailing list;
enter competitions or other promotional activities we conduct;
respond to surveys;
communicate with our customer service team;
interact with us via any of our social media pages;
engage with us by phone, email, mail, or via the Website or App, whether you are a buyer, a seller or interested in using the App; or
submit an application for employment with us.

We may also collect personal information about you from third parties. These third parties may include (but are not limited to):

Facebook, Instagram, TikTok, Pinterest, Youtube and LinkedIn, when you interact with us via any of our social media pages. The information collected includes your name, your interactions with our social media accounts such as engagement, posts, shares, likes and saves;
the providers of any social media reporting tools we use – the tools may be used to collect user names and handles of High End’s social media followers;
someone duly authorised to act on your behalf; or
where you have provided consent, for example, from third parties, such as referees.

Our server automatically collects information about your use of the Service (Navigational Data). Navigational Data includes the type of browser you are using, your IP address, the URL you have come from and the time spent at that URL, cookies and your domain type and server. Geolocation data may also be collected if you access our Services using a mobile device. Navigational Data is collected by many mobile applications. We use this information to monitor your use of our Services. See “Cookies” below for further information about our use of cookies.

If you provide personal information to us about someone else, you must ensure that you are entitled to disclose that information to us. For example, you should take reasonable steps to ensure the individual concerned is aware of the various matters detailed in this Privacy Policy.

How is personal information used?

We may use your personal information for the following purposes:

to provide you with the Services you have requested, for example, to create a user account, facilitate sales of items, to process, confirm, send and track orders;
to respond to your inquiry, questions and comments;
to process sales and commission payments;
to process returns and refunds;
to manage your user account and items listed for sale;
record your purchase history;
to verify the authenticity of items you are selling and to contact you if there are any issues concerning the authenticity or condition of the items you are selling;
for complaints handling;
data analytics;
to administer and improve our Services and track the use of our Services;
send you direct marketing messages (by email, social media and SMS) which we consider may be of interest to you;
the prevention of fraud and/or identifying and investigating any suspicious use of our App, Website or Services, for example, fraudulent selling or purchasing activity;
for our internal business and management processes, for example, accounting or auditing purposes;
to enforce our legal rights;
for any other purpose to allow us to comply with our obligations under law; and
for any other purposes that would reasonably be expected by you.

If you are a job applicant, employee or contractor with High End, we will use your personal information for purposes relating to your engagement, training, performance management, payroll, superannuation, health and safety, for administration and staff management purposes. Where we consider it appropriate, we may also conduct reference checks (or engage a third party to do so on our behalf).

We may use personal information which has been deidentified to create demographic data which is used for benchmarking and marketing, including to identify user demands and to assist in meeting customer needs generally. We may also use this information to improve the App, Website and our Services.

5. Will personal information be disclosed to third parties?

Personal information may be disclosed to third parties in the circumstances below.

If you are a seller with an item listed on the App, your name will be visible to other users of the App.

If you buy an item which is listed on the App, your name and shipping address will be shared with the seller.

We may disclose personal information we have collected to third parties to whom we contract out specialised functions and to our service providers. Functions which are outsourced include Website and App hosting and maintenance, website development, cloud storage services, authentication verification services and digital marketing services

Your personal information may be shared with Australia Post, our delivery service provider, to facilitate the collection and delivery of items purchased using our Services.

Your personal information may also be disclosed to our professional advisors including lawyers, accountants, tax advisors and auditors.

For legal reasons, other disclosures may need to be made to law enforcement agencies, government agencies, courts or external advisors or as otherwise required or authorised by law.

Payments made via the App and website are processed by Stripe, a third party payment processor, based in the USA. For more information on Stripe’s privacy practices, please refer to its Privacy Policy at https://stripe.com/au/privacy.

From time to time, these third parties may be located overseas. Please be aware that the privacy laws in other countries might not be the same as in Australia. Before we disclose personal information to overseas recipients, we take reasonable steps to ensure that the overseas recipients will handle personal information in accordance with the Privacy Act and the APPs.

Sale of Business

We reserve the right to transfer information (including your personal information) to a third party in the event of a sale, merger or other transfer of all or substantially all of the assets of High End provided that the third party agrees to adhere to the terms of this Privacy Policy and handles personal information in accordance with the APPs.

6. Direct marketing

From time to time, we may use your personal information to provide you with information about our services, special offers you may find of interest or new services being offered by us or any business we are associated with. Direct marketing messages may be sent by email, social media or SMS.

If you do not wish to receive marketing communications, you can opt out at any time by contacting our Privacy Officer using the contact details below or by using the opt-out facilities provided (such as an unsubscribe link in an email). Please note that if you opt-out, we may still send you non-promotional messages, such as transactional messages regarding your transactions or information about your account.

7. Cookies

We may collect personal information about you when you use and access our Website and App. While we do not use browsing information to identify you personally, we may record certain information about use of the Website and App, such as the pages or screens visited, the time and date of the visit and the internal protocol or IP address assigned to the computer or device

Cookies are small files that store information on your computer, mobile phone or other device. A cookie enables the entity that put the cookie on your device to recognise you when you use different websites, devices and/or browsing sessions.

Our Website and App also use cookies or similar tracking technologies to help us track Website and App use and remember user preferences.

We use cookies for different purposes such as:

Authentication: to determine if a user is logged in, and then deliver the right experience and features to that unique user.
Security: to impose security measures. Cookies also help to detect unusual and suspicious activities.
Location: to impose location measures. Cookies also help to detect an individual’s location to deliver the right experience and security to that unique user.
Advertising: to deliver a better advertising experience for both users and advertisers. Cookies help connect advertisers to users who are interested in their products based on the user’s browsing history.
Performance: to gather data on the App and the Website are used to monitor performance.
Analytics and Research: to learn which of our services are most frequently used and accessed. This helps determine what areas of our App, Website and Services to improve, what to remove and what to leave the same.

You can disable cookies through your internet browser. However, our Website and App may not work as intended if you do so.

We may also use cookies to collect data that may include personal information, for example, where a cookie is linked to your user account. Where we collect personal information via cookies, the personal information will be handled in accordance with this Privacy Policy.

You can disable cookies through your internet browser. However, our Website and App may not work as intended if you do so.

8. Google Analytics

Our App and Website use Google Analytics, a service which transmits traffic data to Google servers in the United States. Google Analytics does not identify individual users or associate your IP address with any other data held by Google. We use reports provided by Google Analytics to help us understand traffic and webpage usage.

We use Google Analytics’ third party audience data such as age, gender, and interests to better understand the behaviour of our customers and work with companies that collect information about your online activities to provide advertising and informational material targeted to suit your interests and preferences. For example, you may see certain advertisements on our [App or Website] or other websites because we contract with Google and other similar companies to target our advertisements based on information we or they have collected, including information that was collected through automated means (such as cookies and web beacons). These companies also use automated technologies to collect information when you click on our advertisements, which helps track and manage the effectiveness of our marketing efforts.

By using our App and Website, you consent to the processing of your data by Google in the manner described in Google's Privacy Policy (https://policies.google.com/privacy?hl=en-US) and for the purposes set out above. You can opt out of Google Analytics if you disable or refuse the cookie in your browser settings, disable JavaScript, or use the opt-out service provided by Google (see below).

You can also prevent the data generated by cookies about your use of the App or Website from being passed to Google, and the processing of this data by Google, by downloading and installing the browser plugin available at the following link: https://tools.google.com/dlpage/gaoptout?hl=en.

9. Re-marketing

We use third party vendor re-marketing tracking cookies, including the Google Ads tracking cookie and Meta Pixel. This means we will continue to show advertisements to you across the internet, specifically on the Google Display Network, Facebook, Linkedin, TikTok and Instagram. We respect your privacy and are not collecting any identifiable information through the use of Google’s or any other third party re-marketing system.

Third-party vendors, including Google, whose services we use, will place cookies on web browsers to display advertisements based on past visits to our Website. This allows us to make special offers and continue to market our Services to those who have shown interest in our Services.

We also use Facebook Custom Audiences to deliver advertisements to Website visitors on Facebook. We use cookies to serve you with advertisements that may be relevant to you and your interests. The information may also be used for frequency capping purposes (e.g., to ensure we do not display the same advertisement to you repeatedly) and to help us regulate the advertisements you receive and measure their effectiveness

10. Accessing and correcting your personal information

We will take reasonable steps to ensure that the personal information we collect, use or disclose is accurate, complete and up-to-date. You can help us to do this by letting us know if you notice errors or discrepancies in information we hold about you and letting us know if your personal details change.

You are entitled to access and correct your personal information we hold on request. To request access to and/or correction of your personal information, please contact our Privacy Officer using the contact details set out below. After receiving a request from you, we will take reasonable steps to correct the information. Alternatively, you may be able to update your contact information, for example, by logging into your account and following the account update steps.

You will not be charged for making an access and/or correction request but you may be charged for the reasonable time and expense incurred in compiling information in response to your access request.

We may decline your access and/or correction request in certain circumstances in accordance with the APPs. If we do refuse your request, we will provide you with a reason for our decision and, in the case of a request for correction, we will include a statement with your personal information about the requested correction.

11. Is personal information stored safely?

We take reasonable steps to ensure the security of personal information held by us from such risks as loss or unauthorised access, destruction, use, modification or disclosure. Our IT systems are password protected and comply with our security standards, and if personal information is held on paper files, it is stored in premises that are locked when unattended.

Data we collect in the course of our business is stored with Amazon Web Services, Google Cloud, and Mailchimp.

While reasonable security measures are in place, no information transmitted over the Internet can be guaranteed to be secure. We cannot guarantee the security of any information that you transmit to or receive from us. The transmission and exchange of information is carried at your own risk.

12. Third party websites

Sometimes our Services contains links to other websites and mobile applications for your convenience and information. When you access a website through our Services, please understand that we are not responsible for the privacy practices of that site. We recommend that you review the privacy policies of each site you visit.

Any information you provide to third party websites will be governed by the terms of the websites’ privacy policies. We have no responsibility or liability whatsoever for the content, actions or policies of third party websites.

13. Further information and complaints

You may contact us at any time if you have any questions or concerns about this Privacy Policy or about the way in which your personal information has been handled.

You may make a complaint about privacy to our Privacy Officer using the contact details set out below.

Our Privacy Officer will first consider your complaint to determine whether there are simple or immediate steps which can be taken to resolve the complaint.

Your complaint will then be investigated. We may ask you to provide further information about your complaint and the outcome you are seeking. We will then typically gather relevant facts, locate and review relevant documents and speak with individuals involved.

In most cases, we will investigate and respond to a complaint within a reasonable time, usually within 30 days of receipt of the complaint. If the matter is more complex or our investigation may take longer, we will let you know.

If you are not satisfied with our response to your complaint, you may make a complaint to the Office of the Australian Information Commissioner (OAIC). The OAIC can be contacted by telephone on 1300 363 992 or by using the contact details on the website www.oaic.gov.au.

14. Contacting us

You can contact our Privacy Officer by: emailing us at clientservices@highend.app

15. Changes to this Privacy Policy

We may change this Privacy Policy from time to time. When we make changes, we will post a notice on our Website homepage and make a new copy of the updated Privacy Policy available on our Website and accessible on the App. Where changes to the Privacy Policy are material, we will provide you with reasonable notice before the changes take effect. If you continue to use our Website or App after the effective date of the changes, you will be taken to have accepted the amended Privacy Policy.