Privacy Policy

1. Who this policy covers

It covers senders, receivers, payers, marketplace buyers and sellers, support contacts, website visitors and people whose details are supplied by someone booking on their behalf. The person supplying another individual’s details must be authorised to do so and should make this policy available to them.

2. Information we collect

• Names, business names, email addresses, phone numbers and support contact details.
• Pickup and delivery addresses, address type, access instructions and verified address references.
• Parcel descriptions, packaging, quantity, weight, dimensions, declared value and safety declarations.
• Quote selections, booking and consignment references, pickup windows, labels, tracking events, delivery status and proof-of-delivery information made available by the provider.
• Payment and refund status, Stripe references and transaction metadata. OzParcel does not receive or store complete payment-card numbers from Stripe-hosted Checkout.
• Support messages and the metadata needed to authenticate, route and respond to email or SMS.
• Technical and security data such as IP address, request time, browser or device information, session identifiers, rate-limit signals, logs and suspected fraud or misuse indicators.

3. How we collect information

We collect information directly from users and integrators, from another person arranging or receiving a delivery, and from Transdirect, the selected courier, Stripe and communications providers when they return quote, payment, booking, tracking or support information. Address suggestions and verification are requested through Transdirect’s address service.

4. Why we use information

We use personal information to provide and secure quotes; verify addresses and parcel details; take payment when approved; arrange, reconcile and support a booking; generate labels; provide tracking; process a cancellation, claim or refund; send transactional notices; prevent fraud and misuse; maintain records; comply with law; and improve reliability. We do not use full card details because they are handled by Stripe.

5. Who receives information

We disclose only the information reasonably needed for the relevant function to:

• Transdirect and the selected courier or freight provider;
• Stripe for hosted payment, payment status, fraud controls and refunds;
• Cloudflare for hosting, security, storage, database, session and network services;
• Resend and Twilio for transactional email and SMS where configured;
• the configured automated-support provider for a redacted support request;
• professional advisers, insurers, auditors, regulators, law-enforcement bodies or other parties where authorised or required by law; and
• a buyer, seller, sender or receiver where needed to complete and support their shared delivery.

OzParcel does not sell or rent personal information.

6. Automated support

The support assistant is read-only and cannot take payment, change a booking, submit a carrier claim or issue a refund. Before a support message is sent to the configured AI provider, OzParcel removes email addresses, phone numbers and card-like numbers. Raw support-message bodies are not written to OzParcel application logs, although the communications provider may retain messages under its own terms.

7. Overseas processing

Some service providers operate infrastructure or support functions outside Australia. Depending on routing and configuration, disclosures may occur in the United States and other countries in which Cloudflare, Stripe, Twilio, Resend or the configured support provider processes data. Transdirect and individual couriers may also use overseas recipients for international delivery or support. Provider locations and subprocessors can change; OzParcel will take the steps required by applicable Australian privacy law before live paid operation.

8. Storage, security and retention

OzParcel uses access controls, encrypted network connections, signed links and webhooks, rate limits and restricted secrets. No internet service is completely secure. Booking, payment, delivery, tax, fraud and dispute records will be kept only for the operational and legal period approved before paid launch, then deleted or de-identified where lawful. Under current preview settings, abandoned booking-preview and expired buyer-link data is retained for up to 30 days. Security and provider logs may be retained for shorter operational periods.

9. Cookies and similar technology

OzParcel may use essential cookies or browser storage for sessions, security and the operation of forms. Optional analytics or advertising technology must not be enabled without updating the relevant notice and consent controls where required.

10. Access and correction

You may ask for access to personal information OzParcel holds about you or ask for it to be corrected. Email support@ozparcel.com.au with “Privacy request” in the subject. OzParcel may verify identity and may refuse or limit a request where the law permits, explaining the reason and available complaint steps.

11. Privacy complaints

Email support@ozparcel.com.au with “Privacy complaint” in the subject and enough detail to investigate. OzParcel will acknowledge and investigate the complaint within a reasonable period. If it is not resolved, you may be entitled to contact the Office of the Australian Information Commissioner.

12. Changes

The version accepted at checkout applies to that booking. Material changes will be identified by a new version date and, where required, brought to affected users’ attention.