Privacy policy

This Privacy Policy explains how we collect, hold, use and disclose personal information when you interact with Mattys, including through our website, showroom, sales team, customer service channels, online store, marketing, commercial kitchen projects and after-sales services.

We handle personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply.

What Personal Information We Collect

The personal information we collect depends on how you interact with Mattys.

It may include:

• Your name
  

• Business or company name
  

• Job title or role
  

• Email address
  

• Telephone number
  

• Billing address
  

• Delivery address
  

• Account details
  

• Order and transaction history
  

• Products you have purchased or enquired about
  

• Quotes and project information
  

• Payment and transaction information
  

• Delivery and installation information
  

• Warranty and service information
  

• Communications with our sales, orders and customer care teams
  

• Photos, videos or documents submitted as part of a project, warranty or service request
  

• Website account information
  

• Marketing preferences
  

• Information about how you use our website
  

• IP address, browser, device and other technical information
  

Where you are purchasing on behalf of a business, some information relating to your business may still be personal information if it identifies you as an individual.

We generally do not seek to collect sensitive information unless it is reasonably necessary for a particular purpose and permitted by law.

How We Collect Personal Information

We may collect personal information:

• Directly from you
  

• When you purchase equipment
  

• When you request a quote
  

• When you create an online account
  

• When you contact our sales team
  

• When you visit our showroom
  

• When you submit an enquiry
  

• When you request a commercial kitchen consultation
  

• When you lodge a warranty or after-sales request
  

• When you communicate with us by phone, email, SMS, website chat or other channels
  

• When you subscribe to marketing communications
  

• Through cookies and similar technologies on our website
  

• From manufacturers, suppliers, service technicians and freight providers where required to fulfil an order or assist with a service matter
  

• From finance providers where relevant to an application or transaction
  

• From publicly available sources or business directories where permitted
  

• From advertising, analytics and technology providers
  

Why We Collect Personal Information

We may collect, hold, use and disclose personal information where reasonably necessary to operate our business and provide our products and services.

This may include:

• Responding to enquiries
  

• Preparing quotes
  

• Processing orders
  

• Supplying commercial kitchen equipment
  

• Managing customer accounts
  

• Processing payments
  

• Arranging delivery
  

• Coordinating installations
  

• Managing commercial kitchen projects
  

• Providing equipment recommendations
  

• Communicating order updates
  

• Managing returns and refunds
  

• Handling warranty and after-sales requests
  

• Coordinating with manufacturers and authorised service agents
  

• Providing customer support
  

• Managing finance enquiries
  

• Preventing fraud and protecting our systems
  

• Improving our products, services and website
  

• Analysing website and business performance
  

• Conducting marketing where permitted
  

• Maintaining our business records
  

• Meeting legal, regulatory, taxation and accounting obligations
  

• Establishing, exercising or defending legal rights
  

Browsing Without Identifying Yourself

You can generally browse the Mattys website without identifying yourself.

However, we may need certain personal information when it is reasonably necessary to provide a service to you, such as processing an order, delivering equipment, issuing a quote, arranging finance or managing a warranty request.

Where practical and lawful, you may contact us without providing more personal information than is reasonably necessary.

Online Store and Shopify

The Mattys online store is powered by Shopify.

When you use our website or make an online purchase, information may be processed by Shopify in order to operate the online store, process transactions, provide website functionality, improve services, prevent fraud and provide other ecommerce functions.

Information processed through Shopify may also be handled by Shopify's service providers and technology infrastructure outside Australia.

Shopify maintains its own privacy information explaining how it processes information through its platform.

Customer Management and Business Systems

Mattys uses business technology platforms to manage areas such as:

• Customer relationships
  

• Sales enquiries
  

• Quotes
  

• Orders
  

• Accounting
  

• Customer communications
  

• After-sales support
  

• Warranty requests
  

• Analytics
  

• Marketing
  

• Internal administration
  

Personal information may be stored or processed within these systems where reasonably necessary for us to provide our services and operate the business.

Access to these systems is limited to authorised employees, contractors and service providers who require access for their role.

Payments

Payments may be processed using third-party payment providers, financial institutions or payment gateways.

Mattys may receive information confirming a transaction, such as the amount paid, payment method and transaction status.

We do not necessarily receive or retain complete payment-card information where payments are securely processed by a third-party payment provider.

Payment providers handle information in accordance with their own legal and privacy obligations.

Equipment Finance

If you request equipment finance, leasing or Rent-Try-Buy options, we may provide relevant information to the applicable finance provider or assist you in submitting an application.

Finance providers operate independently and may collect additional personal, financial or business information directly from you.

Their own privacy policies and application terms will apply to information they collect.

Delivery, Installation and Service Providers

Where required to provide a product or service, we may disclose relevant information to third parties such as:

• Freight and courier companies
  

• Equipment manufacturers
  

• Equipment suppliers
  

• Installation contractors
  

• Gasfitters
  

• Electricians
  

• Refrigeration technicians
  

• Service technicians
  

• Stainless steel fabricators
  

• Commercial kitchen contractors
  

• Other specialist trades
  

We only disclose information reasonably required to perform the relevant service, such as your name, business, delivery address, contact number, equipment details and service requirements.

Warranty and After-Sales Support

When you submit a warranty or after-sales request, we may collect information relating to:

• Your purchase
  

• Equipment model
  

• Serial number
  

• Installation
  

• Nature of the fault
  

• Photos and videos
  

• Technician reports
  

• Previous service history
  

• Communications relating to the issue
  

We may provide relevant information to the manufacturer, supplier, authorised service agent or technician where required to investigate and resolve the matter.

Overseas Access and Disclosure

Some of the systems, service providers, contractors and team members that support Mattys may be located outside Australia.

This means personal information may be accessed, processed or disclosed overseas where reasonably necessary to operate our business or provide our services.

Countries where recipients or service providers may be located include:

• Philippines
  

• Singapore
  

• Canada
  

• United States
  

Other technology providers may use infrastructure or subprocessors in additional countries depending on the service being provided.

Mattys has team members located in the Philippines who assist with functions including order administration, after-sales support and customer care. These team members may access customer information where required to perform their roles.

Where required by Australian privacy law, we take reasonable steps in the circumstances to ensure overseas recipients handle personal information appropriately.

Because technology providers can change their infrastructure and subprocessors from time to time, the locations involved may also change. We will update this Privacy Policy where appropriate.

Who We May Disclose Personal Information To

Depending on the circumstances, we may disclose personal information to:

• Our employees and authorised contractors
  

• Equipment manufacturers and suppliers
  

• Freight and logistics companies
  

• Installation and service technicians
  

• Payment providers
  

• Banks and financial institutions
  

• Equipment finance providers
  

• Website and ecommerce providers
  

• Customer relationship management providers
  

• Accounting and business software providers
  

• Cloud hosting and technology providers
  

• Communications providers
  

• Marketing and advertising providers
  

• Analytics providers
  

• Professional advisers such as accountants, lawyers and insurers
  

• Government agencies or regulators where required or authorised by law
  

• Other parties where you have authorised us to do so
  

We seek to limit disclosure to information reasonably necessary for the relevant purpose.

Cookies and Website Technology

The Mattys website uses cookies and similar technologies.

These technologies may be used to:

• Keep the website functioning
  

• Remember preferences
  

• Maintain shopping-cart functionality
  

• Understand website usage
  

• Measure traffic and performance
  

• Improve the customer experience
  

• Measure advertising effectiveness
  

• Provide relevant advertising
  

• Detect fraud or security threats
  

Some cookies are provided by third-party analytics, ecommerce, advertising or technology providers.

You can control or disable certain cookies through your browser settings or available website privacy controls. Disabling cookies may affect some website functionality.

Analytics and Advertising

We may use analytics and advertising services to understand how customers use our website and to improve our marketing.

These providers may collect information including:

• IP address
  

• Device information
  

• Browser information
  

• Pages visited
  

• Products viewed
  

• Interactions with advertisements
  

• Website activity
  

• Approximate location derived from technical information
  

Information may be combined with other information held by the relevant provider in accordance with its own privacy terms.

Direct Marketing

Where permitted by law, Mattys may use personal information to communicate with you about:

• Products
  

• Promotions
  

• Events
  

• New equipment
  

• Industry information
  

• Services
  

• Offers that may be relevant to your business
  

Marketing communications may be sent by channels such as email, SMS or other electronic communications.

You can opt out of marketing communications at any time by:

• Using the unsubscribe link in an email
  

• Following the opt-out instructions in an SMS
  

• Contacting Mattys directly
  

Opting out of marketing will not stop necessary transactional or service communications relating to your orders, account, warranty requests or other dealings with Mattys.

Security of Personal Information

Mattys takes reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.

Measures may include:

• Access controls
  

• Password and authentication controls
  

• Secure technology platforms
  

• Restricted employee and contractor access
  

• System monitoring
  

• Staff procedures and training
  

• Appropriate security measures provided by our technology partners
  

No electronic system can be guaranteed to be completely secure.

If you believe information you have provided to Mattys may have been compromised, please contact us promptly.

Data Breaches

Mattys maintains processes for responding to suspected privacy and security incidents.

Where we become aware of a data breach, we will assess the incident and take appropriate steps to contain and remediate it.

Where a breach meets the requirements of an eligible data breach under the Notifiable Data Breaches scheme, we will notify affected individuals and the Office of the Australian Information Commissioner as required by law.

How Long We Keep Personal Information

We retain personal information for as long as reasonably necessary for the purpose for which it was collected and for legitimate business, legal, taxation, accounting, warranty, dispute-resolution and record-keeping purposes.

Retention periods vary depending on the type of information and our legal and operational requirements.

Where personal information is no longer required and we are not legally required to retain it, we will take reasonable steps to securely destroy or de-identify it.

Accuracy of Information

We take reasonable steps to ensure personal information we hold is accurate, up to date, complete and relevant.

We encourage customers to contact us if their details change or if they believe information we hold is incorrect.

Accessing Your Personal Information

You may request access to personal information Mattys holds about you.

We may need to verify your identity before providing access.

In some circumstances permitted by law, we may refuse access to some information. If this occurs, we will explain the reason where required.

Correcting Your Personal Information

If you believe personal information we hold about you is inaccurate, incomplete or out of date, you may ask us to correct it.

We will take reasonable steps to review and, where appropriate, correct the information.

Privacy Complaints

If you believe Mattys has not handled your personal information appropriately, you may raise a privacy concern or complaint with us.

Please provide enough information for us to understand and investigate the matter.

We will review privacy complaints and respond within a reasonable period.

If you are not satisfied with our response, you may be entitled to make a complaint to the Office of the Australian Information Commissioner.

Automated Tools and Artificial Intelligence

Mattys may use software, automation and artificial intelligence tools to assist with business processes.

These tools may assist with functions such as:

• Product recommendations
  

• Customer enquiry routing
  

• Customer service
  

• Marketing segmentation
  

• Business analytics
  

• Fraud or security monitoring
  

• Internal administration
  

Where automated tools use personal information, we will handle that information in accordance with applicable privacy requirements.

Where applicable law requires us to provide additional information about automated decisions that could significantly affect an individual's rights or interests, we will provide that information as required.

Third-Party Websites

Our website may contain links to third-party websites, platforms or services.

Mattys is not responsible for the privacy practices of third-party websites that we do not control.

We recommend reviewing the relevant third party's privacy policy before providing personal information.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect:

• Changes to our business
  

• New technology or systems
  

• Changes to how we handle information
  

• Changes to our suppliers or service providers
  

• Changes to legal or regulatory requirements
  

The latest version will be published on the Mattys website with the date of the most recent update.

Contact Us About Your Privacy

If you would like to contact us regarding your personal information, request access or correction, update your preferences, or raise a privacy concern or complaint, please contact us:

We may need to verify your identity before processing certain privacy requests.