Your privacy, clearly explained

About this policy

Scope and who we are

This Privacy Policy explains how Keratin Hair Treatments Australia (KHT, we, us or our) handles personal information in connection with keratinhairtreatments.com.au, our online store, customer accounts, orders, subscriptions, forms, email communications, customer service, promotions and related interactions.

It applies to information collected online and through other channels, including email, phone, social media, forms and direct contact with our team. It is intended to reflect the requirements of the Privacy Act 1988 (Cth), the Australian Privacy Principles and other applicable Australian privacy and marketing laws where they apply to us.

This policy is a notice about our information-handling practices. It does not ask you to waive any legal right, and using our website does not amount to consent to a practice where the law requires specific consent.

What we may hold

Personal information we collect

The information we collect depends on how you interact with us. It may include:

Payment-card details

Full payment-card details are submitted directly to the payment service selected at checkout, such as Stripe or PayPal. We do not intentionally store complete card numbers or security codes on our systems. Payment providers handle that information under their own privacy and security terms.

Sensitive information

Some information about allergies, scalp conditions, adverse reactions or other health matters may be sensitive information under privacy law. Please provide only what is reasonably necessary. Where required, we will collect and handle sensitive information with your consent or as otherwise permitted by law.

Where it comes from

How we collect information

We generally collect personal information:

• directly from you when you place an order, create an account, start or manage a subscription, complete a form, join our email list, contact us, submit a review or participate in a promotion;
• automatically when you use our website, through server logs, cookies, pixels and similar technologies;
• from service providers involved in your interaction with us, such as payment providers, delivery partners, ecommerce tools, email platforms, analytics providers and fraud-prevention services; and
• from publicly available sources or social platforms when you choose to interact with KHT publicly or through those platforms.

If you provide personal information about another person, please make sure you are authorised to do so and that they understand how their information may be handled.

You may browse much of the website without identifying yourself. If you do not provide information needed for an order, payment, delivery, subscription, support request or legal requirement, we may be unable to provide that part of the service.

Why we need it

How we use personal information

We may use personal information to:

• operate our website, online store and customer accounts;
• process payments, orders, subscriptions, renewals, deliveries, returns, refunds and guarantee claims;
• provide product guidance, customer support and service communications;
• send order confirmations, account notices, tracking updates, safety information and other transactional messages;
• maintain accurate business, tax, accounting, warranty and transaction records;
• personalise and improve our products, website, customer experience, content and communications;
• measure website and campaign performance, understand product interest and troubleshoot technical problems;
• send marketing where you have consented or where otherwise permitted by law;
• protect customers, secure accounts, prevent fraud, enforce our terms and investigate misuse;
• comply with legal obligations and respond to lawful requests; and
• establish, exercise or defend legal claims and manage business risk.

Website technology

Cookies, analytics and advertising

Our website and service providers may use cookies, pixels, tags, local storage and similar technologies. These technologies may be used to:

• keep the website and checkout working, remember cart contents and maintain secure sessions;
• remember preferences and improve website performance;
• understand visits, traffic sources, page use and ecommerce activity; and
• measure advertising and, where enabled and permitted, show more relevant advertising.

Services used on or connected with the website may include Google Analytics, Google Tag Manager, Google reCAPTCHA and Meta services. These providers may collect device, usage and cookie information under their own privacy policies.

You can control many cookies through your browser settings and any cookie controls made available on our website. Blocking essential cookies may prevent the cart, checkout, login or other features from working correctly. Browser and platform privacy controls may also limit analytics or personalised advertising.

For more information, see Google's Privacy Policy and Meta's Privacy Policy.

Service providers

Who we disclose information to

We may disclose personal information where reasonably necessary to:

• payment and checkout providers, including payment methods offered through Stripe, PayPal or another provider selected at checkout;
• delivery, warehousing, fulfilment and tracking providers, including Australia Post and other carriers used for your order;
• website hosting, security, caching, backup, technical support and ecommerce providers;
• customer relationship, form, email-delivery and communications providers;
• analytics, advertising and conversion-measurement providers;
• fraud-prevention, identity, payment-risk and cybersecurity providers;
• our professional advisers, insurers, accountants, auditors and legal advisers;
• regulators, courts, law-enforcement agencies or other parties where required or authorised by law; and
• a buyer, adviser or successor in connection with a proposed or completed sale, merger or restructure of all or part of the business, subject to appropriate confidentiality and legal requirements.

We do not sell personal information. Service providers may use information only for the services they provide to us, their own lawful operational purposes, or as otherwise explained in their privacy terms.

Relevant provider policies include Stripe Privacy, PayPal Privacy and Australia Post Privacy.

International services

Overseas storage and processing

Some technology, payment, email, analytics, advertising and support providers operate globally. As a result, personal information may be stored in or accessed from countries outside Australia, including the United States and other countries in which those providers or their subcontractors operate.

Countries and provider locations can change over time. Where Australian privacy law applies to an overseas disclosure, we take reasonable steps required by law in relation to the handling of that information. Privacy protections and enforcement rights in another country may differ from those in Australia.

Your inbox, your choice

Email and direct marketing

We may send product news, offers, educational content or other marketing when you have consented or where the communication is otherwise permitted by law. We keep records of marketing consent and preferences.

Every commercial electronic message we send will identify KHT and provide a way to unsubscribe. You can opt out at any time by using the unsubscribe link in a message or emailing care@keratinhairtreatments.com.au. We will action electronic-marketing unsubscribe requests within the period required by law.

Opting out of marketing does not stop essential messages about an order, account, subscription, safety notice or customer-service request.

Responsible handling

Security and retention

We use reasonable administrative, technical and physical safeguards designed to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. Measures may include controlled access, secure service providers, encryption in transit, backups, software updates, monitoring and staff access limited to business needs.

No website, transmission or storage system can be guaranteed completely secure. Please use a unique password for your KHT account and contact us promptly if you believe your account or information has been compromised.

We retain personal information only for as long as reasonably needed for the purposes described in this policy and to meet legal, tax, accounting, transaction, subscription, warranty, dispute, fraud-prevention and recordkeeping requirements. When information is no longer required, we take reasonable steps to delete it or de-identify it, subject to backups and legal retention obligations.

Your information

Access, correction and deletion requests

You may contact us to request access to personal information we hold about you or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading. You may also ask us to delete information, unsubscribe you from marketing or close an account.

Some requests may be limited by legal exceptions or by information we must retain for orders, tax, accounting, fraud prevention, disputes, subscriptions or other lawful purposes. We may need to verify your identity before acting on a request. If we cannot fulfil a request, we will explain why where required by law and tell you about available complaint options.

There is no charge for making a request. If the law permits a reasonable access charge in a particular case, we will explain it before proceeding. We aim to respond within a reasonable period, generally within 30 calendar days.

To make a request, email care@keratinhairtreatments.com.au with the subject line Privacy request.

If privacy law in another jurisdiction applies to your information, you may have additional rights. We will consider a valid request in accordance with the law that applies.

Young people

Children's privacy

Our store and services are intended for adults and are not directed to children. A parent or guardian should manage purchases, accounts and treatment enquiries for a child or young person.

If you believe a child has provided personal information to us without appropriate involvement from a parent or guardian, contact us so we can review the situation and take appropriate steps.

If something goes wrong

Data breaches

If we become aware of a suspected data breach, we will take reasonable steps to contain it, investigate what happened and reduce possible harm. Where the Notifiable Data Breaches scheme or another applicable law requires notification, we will notify affected individuals and the Office of the Australian Information Commissioner or another relevant regulator.

Raise a concern

Privacy questions and complaints

If you have a privacy concern, please email care@keratinhairtreatments.com.au with the subject line Privacy complaint. Include enough information for us to understand what happened, when it happened and the outcome you are seeking.

We will acknowledge and investigate the complaint, may ask for more information, and aim to provide a response within 30 calendar days. If we need more time, we will explain the delay.

If you are not satisfied with our response, or we do not respond within a reasonable period, you may be able to complain to the Office of the Australian Information Commissioner. The OAIC can also be contacted on 1300 363 992.

Keeping this current

Changes to this policy

We may update this policy when our practices, providers, website or legal obligations change. The latest version will be posted on this page with a revised “Last updated” date. If a change is material, we may also provide a prominent website notice or contact affected customers where appropriate.