Privacy policy

1. Our commitment to privacy

Hyala (we, us or our) respects your privacy and handles personal information in accordance with this policy and applicable Australian privacy law. This policy explains how we collect, use, disclose and protect personal information when you visit hyalabody.com, create an account, make a purchase, join a waitlist or subscribe to marketing.

2. Information we collect

We collect information you give us directly, including your name, email address, account password (stored as a secure password hash), delivery address, order details, product selections and communications with us. If you join a product waitlist, we collect your name, email address and the product you are interested in.

When you place an order, Stripe Checkout collects payment and billing information directly. We receive information needed to process and fulfil your order, such as your email address, shipping address, payment status, Stripe customer or payment reference, order items, shipping method, discounts and tax amounts. We do not store full payment card details on our site.

We also collect limited technical information that is automatically sent when you use the site, such as your IP address, browser or device information, pages requested and server logs. This helps us operate, secure and troubleshoot the site.

3. How we use personal information

We use personal information to operate the site, create and administer customer accounts, process payments, fulfil and deliver orders, provide order confirmations and customer support, manage pre-orders and waitlists, prevent fraud or misuse, maintain our records, and comply with legal obligations.

With your consent, we use your email address to send marketing communications, including offers and product news. You can opt out at any time using the unsubscribe link in an email or by contacting us. Opting out of marketing does not stop service messages about an order, account or request you have made.

4. Cookies and similar storage

We use essential cookies and similar browser storage to keep the site working. This includes authentication session data for signed-in customers and browser storage for your shopping cart. Stripe may also use cookies or similar technologies when you use Stripe Checkout. You can adjust your browser settings to manage cookies, although doing so may affect site features.

5. When we disclose information

We disclose personal information only where needed to run our business and provide our services. This may include service providers that process payments (Stripe), send opted-in marketing communications (Klaviyo), host the site or database, store product images, send transactional emails, and deliver orders. These providers may use personal information only to provide services to us or as otherwise described in their own privacy notices.

We may also disclose information to professional advisers, regulators, law enforcement or other parties where required or permitted by law, or in connection with a business restructure, sale or transfer. We do not sell personal information.

6. Overseas processing

Some of our service providers may store or process information outside Australia, including in the United States and other countries where Stripe, Klaviyo or our hosting providers operate. Where we use overseas providers, we take reasonable steps to use reputable providers and to limit disclosures to what is necessary for the services they provide.

7. Security and retention

We use reasonable technical and organisational measures to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. No method of internet transmission or storage is completely secure, so we cannot guarantee absolute security.

We retain personal information for as long as reasonably necessary for the purposes described in this policy, including to provide services, maintain business and tax records, resolve disputes and meet legal obligations. We then delete or de-identify it where reasonably practicable.

8. Access, correction and complaints

You may ask to access or correct personal information we hold about you by emailing support@hyalabody.com. Please include enough information for us to verify your identity and locate your records. We may need to decline or limit a request where permitted by law, and will explain why where appropriate.

If you have a privacy concern or complaint, contact us at support@hyalabody.com with the details. We will investigate and respond within a reasonable time. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner.

9. Changes to this policy

We may update this policy from time to time. The current version will be published on this page with its updated date. We encourage you to review it when you use the site.

10. Contact us

For privacy questions, requests or complaints, contact Hyala at support@hyalabody.com.