Privacy policy

Privacy Policy (“Policy”)
This Policy was last updated on Nov 1st 2021.
Lovewell Products Pty Ltd (ABN 90 646 334 821) (“Lovewell”, “we”, “our” or “us”) is committed to protecting the personal information that we may collect and hold about you. This Policy sets out our procedures relating to management of your personal information. Although we are not bound by the Privacy Act 1988 (Cth), we adhere to the Australian Privacy Principles (“APPs”) as far as practicable. By voluntarily supplying us with your personal information, you are agreeing to be bound by this Policy. Any amendments to this Policy will be notified to you by posting an updated version on our website.
Please note that our website contains links to other websites. When a user has clicked on a link to another site, they leave our site and are no longer protected by this Policy.

Collection of personal information
The personal information we may collect and hold about you includes:
contact information such as your name and address (billing and shipping), telephone numbers and email address;
financial information, including bank account details and credit card details; and
business details, including Australian Business Number (“ABN”).

Analytics
We may use “cookies” or similar technologies to collect data (including, but not limited to, web beacons, tags and pixels). A cookie is a small file, typically of letters and numbers, downloaded on to a device when you access our website. Our website collects the following information from users:
your server address;
your top level domain name (for example, .com, .gov, .au etc);
the date and time of your visit to the site;
the pages you accessed;
the previous site you have visited; and
the type of browser you are using.

Means of collection of personal information
Your personal information may be collected in a number of ways, including:
directly by our staff when you seek, or enquire about, our services (either electronically or in person); or
when you use our website or complete a form on our website. In some circumstances, where it is unreasonable or impracticable to collect information from you, we may collect information about you from a third party source. For example, we may collect information from a publicly maintained record. You need not provide all the information requested by us, but this may prevent us from providing some or all of our goods or services to you.

Use, disclosure & purpose
We collect, hold and disclose your personal information for the following purposes:
as a necessary part of providing our goods and services to you;
to promote and market our products and services to you or provide you with information that we believe may be of interest to you (unless as directed otherwise);
to personalise and customise your experiences with our website;
to help us research the needs of our customers and to market our goods and services with a better understanding of your needs and the needs of customers generally;
to allow us to provide advertising material to you regarding us, our clients, and other business partners (unless as directed otherwise); and
other purposes related to any of the above.
We will only use your information for the purposes for which it was collected (“primary purposes”) or a purpose related to the primary purpose, if this use would be reasonably expected by you, or otherwise, with your consent. We may disclose your information to necessary third parties, who assist us to provide, manage and administer our goods and services. Information provided to third parties will be dealt with in accordance with that entity’s privacy policy. People we may disclose your information to include:
third parties that provide goods and services to us or through us;
third parties, such as marketing and digital agencies, who may send to you our e-newsletters on our behalf;
our website host or software application providers;
other organisations listed as trade references in a credit application.
We may disclose your personal information to overseas third parties located overseas in connection with the primary purposes listed above. Our website, or the services available through our website, may be hosted on overseas servers.

Quality, access to & correction of information
You are entitled to have access to and seek correction of any personal information that we may hold about you. We require that requests for access to or to update or correct your personal information to be in writing outlining the details of your request. Such requests should be addressed to the Privacy Officer via the details provided in this Policy.
We will take appropriate steps to verify your identity (or verify that you act as an authorised agent of the individual concerned) before granting a request to access your personal information. We will respond to your request for access to your personal information within a reasonable time after you make the request and if access is granted, access will be provided within 30 days from your request. We will, on request, provide you with access to your personal information or update or correct your personal information, unless we are lawfully excluded from granting your request, including if:
giving access would be unlawful;
we are required or authorised by law or a court/tribunal order to deny access; or
giving access is likely to prejudice one or more enforcement related activities conducted by an enforcement body.
Where your request for access is accepted, we will provide you with access to your personal information in a manner, as requested by you, providing it is reasonable to do so. Your request for correction will be dealt with within 30 days, or such longer period as agreed by you. If we deny your request, we will provide you with a written notice detailing reasons for the refusal and the process for making a complaint about the refusal to grant your request.

Storage and Security
Your personal information will be stored as physical files in a secured area, on our electronic data base system and on computers with appropriate back up and security systems. Any personal information which is collected via our website, or which is held on our computer systems, is protected by safeguards including physical, technical (including firewalls and SSL encryption) and procedural methods. We take reasonable steps to hold information securely in electronic or physical form. We are committed to keeping secure the data you provide to us and we will take all reasonable precautions to protect your personally identifiable information from loss, misuse, interference, unauthorised access or alteration.
We aim to achieve this through:
imposing confidentiality requirements on our employees;
implementing policies in relation to document storage security;
implementing security measures to govern access to our systems;
only providing access to personal information once proper identification has been given;
controlling access to our premises; and
implementing website protection measures.

Dealing with us anonymously
Where lawful and practicable to do so, you can deal with us anonymously or using a pseudonym. You can deal with us anonymously or using a pseudonym when making a general enquiry about the goods and services that we can offer to you including via telephone or our website. At the time you purchase our goods or engage our services, it is no longer practicable for you to deal with us anonymously or using a pseudonym.

Complaints
If you believe that we have breached a term of this Policy or the Act you may submit a written complaint. The written complaint can be emailed or posted to us using the contact details set out below. You must include contact details for us to contact you regarding your complaint. Our Privacy Officer will consider your complaint and respond as soon as reasonably possible, but not more than 30 days from receiving the complaint. If you are unsatisfied with the outcome of your complaint you may refer your complaint to the Office of the Australian Information Commissioner to be resolved.

Contact us
If you wish to:
gain access to your personal information;
make a complaint about a breach of your privacy;
contact us with a query about how your information is collected or used;
contact us regarding any other matter concerning this Policy,
you can speak directly with our staff who will do their best to try to resolve your issue as simply as possible. Alternatively, you can write to us or send us an email so that our Privacy Officer can consider the matter. We will respond to you as soon as reasonably possible.

If you do not wish to receive direct marketing from us, please contact our Privacy Officer via the details below.
Our contact details are as follows:
hello@lovewell.earth

Privacy Officer contact: Privacy Compliance Officer

Postal address: Lovewell Pty Ltd, PO Box 9065, Harkaway, VICTORIA 3806, AUSTRALIA
For more information on privacy see the Office of the Australian Information Commissioner's website at: http://www.oaic.gov.au.

European Union General Data Protection Regulation Addendum
If you are an individual residing in the European Union (“EU”), this General Data Protection Regulation (“GDPR”) Addendum will apply to you in addition to our Privacy Policy.
Individuals residing in the EU, have certain rights as to how personal data is obtained and used. We comply with the principles of data protection set out in the GDPR.
We are a data controller for the purposes of the GDPR. By consenting to this Privacy Policy we are able to process your personal data in accordance with this Privacy Policy.

Collection of personal data
The types of personal data collected by us are outlined in the ‘Collection of personal information” section of our Privacy Policy.

Processing of Personal Data
We collect, store and process personal data where there is a lawful basis to do so. The legal basis for which we collect your personal data depends on the data we collect and how we use it. This includes where it is necessary:
for the performance of our agreement with you to provide a service;
for compliance with a contractual or legal obligations; or
for the purposes of the legitimate and legal interests of us or a third party, except where such interests are overridden by your prevailing legitimate interests and rights.
We do not collect or process any personal data from you that is considered “sensitive data” under the GDPR unless we have obtained your explicit consent, or if it is being collected subject to and in accordance with the GDPR.
Where we employ data processors to process personal data on our behalf, we only do so on the basis that such data processors comply with the requirements under the GDPR and that have adequate technical measures in place to protect personal information against unauthorised use, loss and theft.

Rights in relation to personal data
In addition to the rights in our Privacy Policy, you have the following rights:
to be informed how your personal information is being used;
access your personal information;
to correct your personal information if it is inaccurate or incomplete;
to delete your personal information (the right to be forgotten);
to restrict processing of your information;
to retain and reuse your personal information for your own purposes;
to request details of personal information that we hold about you;
to object to your personal information being used; and
to object against automated decision making and profiling.

Data transfers
Sometimes we will transfer or disclose information to third parties including to persons and businesses outside Australia. These third parties may include businesses or persons in [insert relevant countries]. Data transfers are made in order to assist us in providing our good and services to you. If we transfer information to persons outside Australia, we take reasonable steps to ensure that the recipients of such information do not breach the Australian Privacy Principles, and where appropriate the GDPR, in relation to that information by entering into binding contractual arrangements with such third parties.

Storage and security
In the event of a data breach, we are committed to complying with the requirements of all Australian Privacy Laws and where required, the provisions of the GDPR. If we detect a high risk data breach, we will notify you without undue delay and help guide you through steps to ensure better protection.

Contact us
Should you have any concerns, or wish to exercise your rights in relation to our collection and/or processing of your personal data, then in addition to the process set out in the “Complaints” section of our Privacy Policy, you have the right to complain to a supervisory authority, within the meaning of the GDPR.

Disclaimer
You should not rely on the information published on our website or Products for the diagnosis or treatment of any health problem or condition, or for prescription medication or other treatment.

You acknowledge that the information provided (irrespective of the form) through this website or by Lovewell, its related entities, affiliates, employees, officers, directors, contractors, licensors, or any other party related to Lovewell, to you, is not a replacement for professional health and medical advice.

You should always discuss your (and your children’s) health needs with a medical professional and carefully read and consider all information provided on our Product’s labels before using our Products. Similarly, we recommend that you seek professional medical advice when undertaking to use new medication, herbal or homeopathic supplements, nutritional supplements, or adopting any new health treatment.

Lovewell does not warrant that their Products can be used as an exclusive source of nutrition or as a replacement for balanced diet and appropriate levels of exercise. Lovewell’s Products may only assist in supplementing a person’s dietary intake.

The information provided on our website is of a general nature and is not considered or intended to replace professional medical advice. Do not use any information available on our website as a substitute for professional medical advice or diagnosis and treatment of any medical condition. Lovewell accepts no liability for any negative or undesirable effects resulting from the use of any product sold through our website.