COAX AU Pty Ltd Privacy Policy

Your privacy is important to us. It is COAX AU Pty Ltd’s policy to respect your privacy and comply with any applicable law and regulation regarding any personal information we may collect about you, including across our website, https://coax.com.au, and other sites we own and operate.

Personal information is any information about you which can be used to identify you. This includes information about you as a person (such as name, address, and date of birth), your devices, payment details, and even information about how you use a website or online service.

In the event our site contains links to third-party sites and services, please be aware that those sites and services have their own privacy policies. After following a link to any third-party content, you should read their posted privacy policy information about how they collect and use personal information. This Privacy Policy does not apply to any of your activities after you leave our site.

Information We Collect

Information we collect falls into one of two categories: ‘voluntarily provided’ information and ‘automatically collected’ information.

‘Voluntarily provided’ information refers to any information you knowingly and actively provide us when using or participating in any of our services and promotions.

‘Automatically collected’ information refers to any information automatically sent by your devices in the course of accessing our products and services.

Log Data

When you visit our website, our servers may automatically log the standard data provided by your web browser. It may include your device’s Internet Protocol (IP) address, your browser type and version, the pages you visit, the time and date of your visit, the time spent on each page, and other details about your visit.

Additionally, if you encounter certain errors while using the site, we may automatically collect data about the error and the circumstances surrounding its occurrence. This data may include technical details about your device, what you were trying to do when the error happened, and other technical information relating to the problem. You may or may not receive notice of such errors, even in the moment they occur, that they have occurred, or what the nature of the error is.

Please be aware that while this information may not be personally identifying by itself, it may be possible to combine it with other data to personally identify individual persons.

Device Data

When you visit our website or interact with our services, we may automatically collect data about your device, such as:

• Device Type
• Operating System
• Unique device identifiers
• Device settings
• Geo-location data

Data we collect can depend on the individual settings of your device and software. We recommend checking the policies of your device manufacturer or software provider to learn what information they make available to us.

Personal Information

We may ask for personal information, for example, when you subscribe to our newsletter or when you contact us, which may include one or more of the following:

• Name
• Email
• Social media profiles
• Date of birth
• Phone/mobile number
• Home/mailing address

User-Generated Content

We consider ‘user-generated content’ to be materials (text, image and/or video content) voluntarily supplied to us by our users for the purpose of publication, processing, or usage on our platform. All user-generated content is associated with the account or email address used to submit the materials.

We consider sensitive data to be names, email addresses, phone numbers, physical addresses or other personal identifying information you store in the platform. This data is processed to provide the features selected by the customer. Coax does not sell this information or disclose it for independent advertising. Coax may disclose it to contracted service providers only where necessary to host, secure, monitor, or provide the selected Coax services, subject to appropriate confidentiality and data-protection obligations.

Please be aware that any content you submit for the purpose of publication will be public after posting (and subsequent review or vetting process). Once published it may be accessible to third parties not covered under this privacy policy. This excludes sensitive data.

Transaction Data

Transaction data refers to data that accumulates over the normal course of operation on our platform. This may include transaction records, stored files, user profiles, analytics data and other metrics, as well as other types of information, created or generated, as users interact with our services.

Legitimate Reasons for Processing Your Personal Information

We only collect and use your personal information when we have a legitimate reason for doing so. In which instance we only collect personal information that is reasonably necessary to provide our services to you.

Collection and Use of Information

We may collect personal information from you when you do any of the following on our website:

• Register for an account
• Purchase a subscription
• Sign up to receive updates from us via email or social media channels
• Use a mobile device or web browser to access our content
• Contact us via email, social media, or on any similar technologies
• When you mention us on social media

We may collect, hold, use and disclose information for the following purposes, and personal information will not be further processed in a manner that is incompatible with these purposes:

• to provide you with our platform’s core features and services
• to enable you to customize or personalise your experience of our website
• for analytics, market research, and business development, including to operate and improve our website, associated applications, and associated social media platforms
• to enable you to access and use our website, associated applications, and associated social media platforms
• for internal record keeping and administrative purposes
• to comply with our legal obligations and resolve any disputes that we may have
• to attribute any content (e.g. posts and comments) you submit that we publish on our website
• for security and fraud prevention, and to ensure that our sites and apps are safe, secure, and used in line with our terms of use
• for technical assessment, including to operate and improve our app, associated applications, and associated social media platforms

We may combine voluntarily provided and automatically collected personal information with general information or research data we receive from other trusted sources. For example, if you provide us with your location, we may combine this with general information about currency and language to provide you with an enhanced experience of our site and service.

Security of Your Personal Information

When we collect and process personal information, and while we retain this information, we will protect it within commercially acceptable means to prevent loss and theft, as well as unauthorised access, disclosure, copying, use or modification.

Although we will do our best to protect the personal information you provide to us, we advise that no method of electronic transmission or storage is 100% secure and no one can guarantee absolute data security.

You are responsible for selecting any password and its overall security strength, ensuring the security of your own information within the bounds of our services. For example, ensuring any passwords associated with accessing your personal information and accounts are secure and confidential.

How Long We Keep Your Personal Information

We keep your personal information only for as long as we need to. This time period may depend on what we are using your information for, in accordance with this privacy policy. For example, if you have provided us with personal information as part of creating an account with us, we may retain this information for the duration your account exists on our system. If your personal information is no longer required for this purpose, we will delete it or make it anonymous by removing all details that identify you.

However, if necessary, we may retain your personal information for our compliance with a legal, accounting, or reporting obligation or for archiving purposes in the public interest, scientific, or historical research purposes or statistical purposes.

Children’s Privacy

We do not aim any of our products or services directly at children under the age of 13 and we do not knowingly collect personal information about children under 13.

Disclosure of Personal Information to Third Parties

We may disclose personal information to:

• a parent, subsidiary or affiliate of our company
• third-party service providers for the purpose of enabling them to provide their services including (without limitation) IT service providers, data storage, hosting and server providers, ad networks, analytics, error loggers, debt collectors, maintenance or problem-solving providers, advertising providers, professional advisors, and payment systems operators
• our employees, contractors, and/or related entities
• our existing or potential agents or business partners
• credit reporting agencies, courts, tribunals, and regulatory authorities, in the event you fail to pay for goods or services we have provided to you
• courts, tribunals, regulatory authorities, and law enforcement officers, as required by law, in connection with any actual or prospective legal proceedings, or in order to establish, exercise, or defend our legal rights
• third parties, including agents or sub-contractors who assist us in providing information, products, services, or direct marketing to you
• third parties to collect and process data
• an entity that buys, or to which we transfer all or substantially all of our assets and business

Third parties we currently use include:

• Google Analytics
• Fullstory
• Google Adsense
• Bing Ads
• Facebook
• Instagram
• Stripe
• Shopify
• Google Gmail
• Microsoft Email (Outlook / Office 365)

How we use Google Gmail & Microsoft Outlook data

We use Gmail and Outlook data only with your permission and authorisation to collate, consolidate and send email communication with your contacts into the inbox alongside other forms of communication. You can choose which Gmail/Outlook accounts are connected, and, disconnect at any time to stop the data syncing and sending. Only contacts that exist in Coax will have their email communication from the connected Gmail/Outlook account synced to Coax.

Coax accesses user data from Google Workspace APIs solely to deliver user-requested features within the platform, such as email visibility and context-aware replies. This data is processed on a per-account basis and may be temporarily transformed (e.g., vectorized) to enable AI-generated responses within the same user’s environment. At no point is this data used to develop, improve, or train generalized AI or machine learning models. All handling of Workspace API data strictly complies with Google’s API Services User Data Policy.

Coax use and transfer of information received from Google APIs to any other app will adhere to Google API Services User Data Policy, including the Limited Use requirements.

How we use Facebook data

We use Facebook data to collate, consolidate and send communication to Facebook users interacting with your business’s Facebook page, posts and ads. This is to consolidate communication and allow you to interact with these contacts along side other forms of communication. Only contacts that interact with the Facebook page you authorise to integrate with Coax will be synced. You can disconnect your Facebook connection at anytime.

How we use Instagram data

We use Instagram data to collate, consolidate and send communications to Instagram users interacting with your page and posts alongside other forms of communication. Only Instagram accounts you connect will be able to communicate with these users and you can disconnect at any time.

How we use Shopify data

When a merchant connects their Shopify store to Coax, Coax receives information authorised by the merchant through Shopify’s APIs and webhooks. Depending on the features the merchant enables, this information may include:

• Shopify store information, such as the shop domain and connection status;
• products, variants, inventory, store locations, discounts, price rules, content and metaobjects;
• orders, draft orders, order updates, order edits, line items, refunds, shipping and fulfilment information;
• customer names, email addresses and phone numbers;
• billing and shipping addresses; and
• authentication credentials required to maintain the Shopify connection, including access and refresh tokens.

Coax also receives information that the merchant provides when connecting or configuring the integration, such as the Shopify shop domain, location mappings, automation rules and actions selected by the merchant. Coax generates operational records needed to run and secure the integration, such as webhook and event identifiers, timestamps, API versions, delivery status, payload fingerprints, automation outcomes and error logs.

Coax does not intentionally collect personal information directly from a merchant’s customers independently of the merchant’s Shopify store through this integration. Customer information is received from Shopify on the merchant’s instructions through Shopify’s APIs and webhooks, or is supplied by the merchant when using Coax.

Coax processes Shopify information only to provide functionality requested by the merchant. This includes:

• displaying Shopify store, customer and order information within Coax;
• matching Shopify customers with the merchant’s customer records in Coax;
• running order, draft-order and fulfilment automations configured by the merchant; and
• searching and displaying Shopify records, creating or updating draft orders, updating orders, processing merchant-requested refunds, calculating shipping or draft orders, creating discounts, and performing other Shopify actions selected or configured by the merchant.

For Shopify merchant and customer information processed through the integration, the merchant determines why and how the information is used, and Coax processes the information on the merchant’s behalf to provide the connected service.

Coax processes only the information reasonably required to provide the Shopify features selected by the merchant. Coax does not sell Shopify merchant or customer information or use it for independent advertising. Coax does not use Shopify merchant or customer information to train general-purpose artificial intelligence or machine-learning models.

Where applicable, Coax respects consent, objection, restriction and opt-out decisions communicated by Shopify, the merchant or the individual. Shopify merchant or customer information is not used for a data sale or cross-context behavioural advertising. If a selected feature cannot be provided after a consent withdrawal, restriction or opt-out, Coax will limit or stop the affected processing.

Coax may disclose Shopify information to service providers that supply hosting, data storage, security, monitoring, communications, artificial-intelligence processing, or other infrastructure required to provide the features selected by the merchant. These providers may process the information only for the contracted purpose and are subject to appropriate confidentiality and data-protection obligations.

Shopify information is retained only for as long as it is required to provide the connected service and meet applicable legal obligations. When a merchant disconnects Shopify, uninstalls the Coax Shopify app, closes their Coax account, or submits a valid deletion request, Shopify-derived personal information is deleted or anonymised within 30 days, except where Coax is legally required to retain it. Residual copies in encrypted backups are removed within 90 days in accordance with Coax’s backup-retention schedule.

Shopify information is protected using technical and organisational safeguards appropriate to the nature of the information. These safeguards include encryption in transit and at rest, restricted staff access, access controls, monitoring, and incident-response procedures.

Shopify information may be stored or processed in Australia and in other countries where Coax or its contracted service providers operate. Where information is transferred internationally, Coax applies safeguards required by applicable privacy laws and its agreements with service providers.

Merchants and customers may request access to, correction or deletion of Shopify-derived personal information, or may object to or request restriction of its processing, by contacting privacy@coax.com.au. Customer requests may be coordinated through the Shopify merchant responsible for the relevant store. Coax may need to verify the requester’s identity and their relationship to the relevant store before completing a request. Coax also responds to privacy and redaction requests received through Shopify’s mandatory compliance processes.

International Transfers of Personal Information

The personal information we collect is stored and/or processed in Australia, or where we or our partners, affiliates, and third-party providers maintain facilities.

The countries to which we store, process, or transfer your personal information may not have the same data protection laws as the country in which you initially provided the information. If we transfer your personal information to third parties in other countries: (i) we will perform those transfers in accordance with the requirements of applicable law; and (ii) we will protect the transferred personal information in accordance with this privacy policy.

Your Rights and Controlling Your Personal Information

Your choice: By providing personal information to us, you understand we will collect, hold, use, and disclose your personal information in accordance with this privacy policy. You do not have to provide personal information to us, however, if you do not, it may affect your use of our website or the products and/or services offered on or through it.

Information from third parties: If we receive personal information about you from a third party, we will protect it as set out in this privacy policy. If you are a third party providing personal information about somebody else, you represent and warrant that you have such person’s consent to provide the personal information to us.

Marketing permission: If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by contacting us using the details below.

Access: You may request details of the personal information that we hold about you.

Correction: If you believe that any information we hold about you is inaccurate, out of date, incomplete, irrelevant, or misleading, please contact us using the details provided in this privacy policy. We will take reasonable steps to correct any information found to be inaccurate, incomplete, misleading, or out of date.

Non-discrimination: We will not discriminate against you for exercising any of your rights over your personal information. Unless your personal information is required to provide you with a particular service or offer (for example processing transaction data), we will not deny you goods or services and/or charge you different prices or rates for goods or services, including through granting discounts or other benefits, or imposing penalties, or provide you with a different level or quality of goods or services.

Downloading of Personal Information: We provide a means for you to download the personal information you have shared through our site. Please contact us for more information.

Notification of data breaches: We will comply with laws applicable to us in respect of any data breach.

Complaints: If you believe that we have breached a relevant data protection law and wish to make a complaint, please contact us using the details below and provide us with full details of the alleged breach. We will promptly investigate your complaint and respond to you, in writing, setting out the outcome of our investigation and the steps we will take to deal with your complaint. You also have the right to contact a regulatory body or data protection authority in relation to your complaint.

Unsubscribe: To unsubscribe from our email database or opt-out of communications (including marketing communications), please contact us using the details provided in this privacy policy, or opt-out using the opt-out facilities provided in the communication. We may need to request specific information from you to help us confirm your identity.

Use of Cookies

We use ‘cookies’ to collect information about you and your activity across our site. A cookie is a small piece of data that our website stores on your computer, and accesses each time you visit, so we can understand how you use our site. This helps us serve you content based on preferences you have specified.

Please refer to our Cookie Policy for more information.

Business Transfers

If we or our assets are acquired, or in the unlikely event that we go out of business or enter bankruptcy, we would include data, including your personal information, among the assets transferred to any parties who acquire us. You acknowledge that such transfers may occur, and that any parties who acquire us may, to the extent permitted by applicable law, continue to use your personal information according to this policy, which they will be required to assume as it is the basis for any ownership or use rights we have over such information.

Limits of Our Policy

Our website may link to external sites that are not operated by us. Please be aware that we have no control over the content and policies of those sites, and cannot accept responsibility or liability for their respective privacy practices.

Changes to This Policy

At our discretion, we may change our privacy policy to reflect updates to our business processes, current acceptable practices, or legislative or regulatory changes. If we decide to change this privacy policy, we will post the changes here at the same link by which you are accessing this privacy policy.

If the changes are significant, or if required by applicable law, we will contact you (based on your selected preferences for communications from us) and all our registered users with the new details and links to the updated or changed policy.

If required by law, we will get your permission or give you the opportunity to opt in to or opt out of, as applicable, any new uses of your personal information.

Additional Disclosures for Australian Privacy Act Compliance (AU)

International Transfers of Personal Information

Where the disclosure of your personal information is solely subject to Australian privacy laws, you acknowledge that some third parties may not be regulated by the Privacy Act and the Australian Privacy Principles in the Privacy Act. You acknowledge that if any such third party engages in any act or practice that contravenes the Australian Privacy Principles, it would not be accountable under the Privacy Act, and you will not be able to seek redress under the Privacy Act.

Contact Us

For any questions or concerns regarding your privacy, you may contact us using the following details:

• Legal entity: COAX AU Pty Ltd
• Privacy email: privacy@coax.com.au
• Physical business address: Suite 601, 7 Maitland Place
  Norwest NSW 2153
  Australia
• Contact form: https://coax.com.au/contact