Privacy Policy

Live At The Markets Pty Ltd (ABN 66 777 888 999) operates Live At The Markets and every market site that runs on it, including Paddy's Markets. This policy explains what personal information we collect, why we collect it, and what we do with it.

We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. In this policy, “we”, “us” and “our” mean Live At The Markets Pty Ltd, and “you” means anyone who visits our sites, registers an account, or places an order.

The short version

• We collect your details to run your account, take your order and get it to your door.
• We only send you marketing if you asked for it, and you can stop it at any time.
• We never sell your personal information, and we never hand it to another company for their own purposes.
• You can ask us what we hold about you, and ask us to correct or delete it.

1. What we collect

We collect the information we need to operate the service, and no more.

Information you give us

• Account details — first and last name, email address, mobile number, and a password (stored only as a one-way hash, never as readable text).
• Delivery details — street address, suburb, postcode, state, and any delivery instructions you choose to add.
• Order information — what you bought, from which market round, and when.
• Refund requests — the reason you gave, the quantity affected, and any photo you upload as evidence of a quality issue.
• Livestream chat — messages and reactions you post during a live market round, which are visible to everyone watching that round.
• Support enquiries — the contact details and description you submit through our support form.
• Marketing preference — whether you opted in to hear from us.

Information we collect automatically

• Session cookies — a single cookie that keeps you logged in and remembers your basket. It is essential to the site working and does not track you across other websites.
• Technical logs — IP address, browser and device type, and pages requested. We use these for security, fraud prevention and diagnosing faults.
• Push notification subscriptions — if you allow notifications, your browser gives us an anonymous subscription token so we can remind you a market round is starting. Revoking notification permission in your browser ends this.

Information from third parties

If you choose to register or log in using Google, Apple or Facebook, that provider gives us your name and email address so we can create or match your account. We do not receive your password, your contact list, or anything you post on those platforms.

Payment information

Card payments are processed by our payment provider. Your full card number never reaches our servers and we do not store it. We keep only what we need to identify a transaction and issue a refund against it — such as the last four digits, the card type, and the provider’s reference.

2. Why we collect it

We use your personal information to:

• create and manage your account, and verify your email address;
• take payment for your order and issue your tax invoice;
• pick, pack and deliver your order to the address you gave us;
• tell you what is happening with your order, and remind you about upcoming market rounds if you have asked us to;
• assess and pay refunds and credits;
• answer your support enquiries;
• keep the platform secure, prevent fraud, and enforce our Terms and Conditions;
• understand which products and rounds are popular, so we can improve what we offer; and
• meet our obligations under Australian law, including tax and consumer law record-keeping.

If you do not give us the information marked as required when you register or check out, we will not be able to take your order or deliver it.

3. Marketing, and how to stop it

We only send you marketing if you ticked “Send me occasional updates, tips, and special offers” when you signed up, or otherwise told us you wanted it. That box is unticked by default and is never required to create an account. Marketing means things like news about upcoming market rounds, seasonal produce and special offers. It does not include the messages we have to send you to run your account — order confirmations, tax invoices, delivery updates, refund outcomes, password resets and changes to these policies. You will keep receiving those for as long as you have an account, whatever your marketing preference.

You can opt out at any time, and it costs you nothing to do so:

• use the unsubscribe link at the bottom of any marketing email;
• untick “Send me occasional updates, tips, and special offers” in My Profile and save; or
• ask us through the support form or by emailing us.

We action opt-outs promptly and, in any case, within the time the Spam Act 2003 (Cth) requires. Opting out of marketing does not close your account or affect any order in progress.

4. Who we share it with

We do not sell, rent or trade your personal information. We do not give it to any other company for that company’s own marketing or commercial purposes. There is no exception to this.

To actually get your order to you, a small number of parties have to see the specific details that let them do their job. They act on our instructions, are bound by contract to use the information only for that purpose, and cannot use it for anything of their own:

• Our payment provider — receives your payment details directly from your browser to process the charge and any refund.
• Our delivery drivers and courier partners — receive your name, delivery address, mobile number and delivery instructions, so they can find you and let you know they are on the way.
• The grower or stallholder who supplied your items — receives the order lines they need to pack, and your first name and suburb. They do not receive your street address, email address or phone number.
• The franchise operating the market you ordered from — receives what it needs to run that round and resolve any issue with your order.
• Our hosting and email providers — store and transmit the data as part of running the platform.

Beyond that, we will only disclose your personal information where Australian law requires or authorises it — for example, a court order, a subpoena, a lawful request from a regulator or law enforcement agency, or where disclosure is necessary to prevent a serious threat to someone’s life, health or safety.

If our business is ever sold or restructured, personal information may transfer to the buyer as part of that business. If that happens, the buyer will be bound by this policy in respect of information collected under it, and we will tell you before anything changes.

5. Where your information is stored

We host the platform and store your information in Australia. Some of the service providers described above — in particular our payment provider — process data on servers outside Australia, including in the United States. Where that happens, we take reasonable steps to ensure the recipient handles your information consistently with the Australian Privacy Principles.

6. How we protect it

All traffic to our sites is encrypted in transit. Passwords are stored as one-way hashes and cannot be read by us or recovered — if you forget yours, we reset it rather than tell you what it was. Access to shopper data in our admin systems is restricted to staff who need it to do their job, and administrative areas are excluded from search engines.

No system is perfectly secure, and we cannot guarantee absolute security. If we ever suffer a data breach that is likely to result in serious harm to you, we will notify you and the Office of the Australian Information Commissioner as the Notifiable Data Breaches scheme requires.

7. How long we keep it

We keep your account information for as long as your account is open. When you close your account we delete or de-identify your personal information, except where we are required to keep it — most commonly financial records connected to orders and tax invoices, which Australian tax law requires us to retain for five years. Livestream chat messages and technical logs are kept only as long as they are useful for moderation, security and diagnostics.

8. Your rights

You can ask us to:

• Show you what we hold. We will give you access to your personal information, usually within 30 days and at no charge. We can only refuse in the limited circumstances the Privacy Act allows, and if we do we will tell you why.
• Correct it. Most of your details can be fixed yourself in My Profile. Ask us for anything you cannot change there.
• Delete it. We will delete what we are not legally required to keep.
• Stop marketing. See section 3 above.

You can also deal with us anonymously or under a pseudonym when you are only browsing. We cannot deliver an order to a pseudonym, so an account and a real delivery address are needed once you want to buy.

9. Cookies

We use one essential cookie to hold your login session and basket, and a second to remember that you have registered before, so we show you the right screen when you come back. Both are first-party cookies. Blocking them in your browser will stop you being able to log in or check out. We do not use cookies to build an advertising profile of you or to follow you across other websites.

10. Children

Our service is intended for people aged 18 and over, and we do not knowingly collect personal information from children. If you believe a child has given us their information, contact us and we will delete it.

11. Changes to this policy

We may update this policy as our service changes or the law changes. The current version is always on this page, with the date it was last updated at the top. If a change materially affects how we handle information we already hold about you, we will tell you directly.

12. Contact us, and how to complain

For any privacy question, access request or complaint, contact our Privacy Officer at our email address, or use our support form and choose “Privacy enquiry”.

We will acknowledge your complaint within 5 business days and give you a written response within 30 days. If you are not satisfied with how we have handled it, you can take it to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

See also our Terms and Conditions and Site Disclaimer.