1. About this policy
This policy describes how Sendaparcel (ABN 69 095 644 956) handles personal information through sendaparcel.com.au, customer accounts, order imports, courier bookings, support and connected tools. Contact our privacy team at save@sendaparcel.com.au to ask a question, request access or correction, or make a complaint.
2. Information we collect
We collect account and business contact details; sender and recipient names, addresses, phone numbers and email addresses; parcel descriptions, measurements and weights; order references and imported order items; delivery instructions; booking, tracking, label and pickup records; payment references and transaction status; and information you provide in support requests, reminders and chat.
We also use technical information needed to operate and secure the service, such as login/session information, IP addresses, request logs and browser information. If you opt in to browser alerts, we store the browser push subscription used to deliver them. Information may come directly from you, an authorised integration, a sender arranging delivery to you, a delivery partner or a payment service.
3. Why we use information
We use information to maintain accounts, quote and arrange deliveries, generate labels, process payments, track shipments, manage reminders, provide support, investigate problems, prevent fraud and meet legal obligations. We use shipment history to produce courier-performance statistics and guide service selection. Customer-facing performance summaries do not display other customers’ names, addresses or order records.
If required information is not provided, we may be unable to quote, book, deliver or resolve a request. Please provide accurate details and tell us when they change.
4. Cloudflare storage and security
We hold order, shipment and customer-profile data securely using Cloudflare’s cloud database and storage services. Our application uses HTTPS, account-based access controls and protected label downloads to help safeguard this information. Access is limited to authorised users and staff for operational and support purposes. No online service can guarantee absolute security.
Account authentication is provided through Supabase, with our project configured in its Sydney region. This is separate from the Cloudflare order database and label storage. Cloudflare and other service providers operate international infrastructure. We do not represent that all personal information is stored or processed only in Australia.
5. Sharing and service providers
We share information needed to perform a delivery with delivery partners, drivers and authorised subcontractors. Recipients may receive tracking or delivery communications needed for their shipment. Authorised Sendaparcel administrators may access customer records and assist within a customer account; customer-support access and actions may be recorded for accountability.
Our technology providers include Cloudflare for hosting, database and file storage; Supabase for authentication; Stripe for card payment processing; OpenAI for Pip’s AI responses; and email-delivery providers such as Mailjet when enabled. These providers process information relevant to their function. Card details are handled through the payment provider; our application uses payment references and status rather than storing full card numbers.
When using Pip, your messages and relevant shipment context may be sent to the AI provider to answer your question. Do not enter passwords, payment-card details, patient information or other sensitive information that is unnecessary for delivery. Human support requests may be retained so our team can respond and manage the issue.
We may also disclose information where required or authorised by law, or where reasonably necessary to protect legal rights and investigate fraud or misuse. This policy does not authorise an integration to access another customer’s data.
6. Overseas processing
Information may be processed outside Australia by cloud, payment, communications and AI providers, and their authorised subprocessors. The location depends on the service and configuration. Our Sydney authentication configuration does not establish Australian-only storage for other systems. Contact us before transferring data if your organisation requires a particular storage country, data-residency commitment or a data-processing agreement; no such commitment is made by this policy alone.
7. Integrations and information about others
An integration acting on your account can supply order and recipient information and retrieve shipment details within its authorised scope. Keep API keys on your server and revoke access when it is no longer needed. You are responsible for having authority to provide information about recipients and giving them appropriate notice of its use for delivery. Share only necessary order information; do not include medical records or clinical details in order descriptions or delivery instructions.
8. Cookies, browser storage and notifications
We use session cookies and browser storage for sign-in, account context, saved booking drafts and settings. Disabling these may prevent parts of the service from working. Browser alerts require your opt-in and can be managed in account settings or browser controls. Essential booking and service messages differ from optional marketing communications. If we send optional marketing, we will provide a way to unsubscribe.
9. Retention and deletion
We retain information for as long as reasonably needed for deliveries, account services, support, claims, security and applicable recordkeeping obligations. Some transaction or dispute records may need to be retained after an account closes. Request account closure or deletion through save@sendaparcel.com.au; we will explain what can be removed and any lawful reason for retaining particular records. Backups and provider records may follow separate retention cycles.
10. Access, correction and complaints
Email save@sendaparcel.com.au to request access to or correction of your personal information, or to raise a privacy concern. Give enough information to identify your account and the issue without sending passwords or card details. We may verify identity before releasing or changing information. We will consider the request, respond within a reasonable period and explain any lawful basis for refusing it.
If you are dissatisfied with our response, you may contact the Office of the Australian Information Commissioner at www.oaic.gov.au to ask about available privacy complaint processes. Whether a particular law or complaint process applies depends on the circumstances.
11. Changes
We will update this page when our information-handling practices change and show the revised date. Material changes will be brought to customers’ attention where appropriate. A policy update does not remove obligations that apply to information we already hold.