General
Vultra Pty Ltd with ABN: 54 682 198 241 (“us” or we”) operates this website, a smartphone application, and all related information, content, features, tools, products and services (collectively referred to as the "Services"), in order to provide the customer with an outstanding experience.
We have created this Privacy Policy to explain how we collect, store, use and disclose personal information across these Services.
We have adopted an approach that is consistent with the Privacy Act 1988 (Cth) (“Privacy Act”) and the Australian Privacy Principles (APP).
From time to time we will update this Privacy Policy. If we do so we will update the date last updated above. Any changes to this Privacy Policy will be consistent with our legal obligations.
Personal information sources
We may collect personal information from the following sources:
Directly from you: including when you make a purchase, create an account, visit or use the Services, communicate with us, or otherwise provide us with your personal information;
Automatically through the Services: including from your device when you use our products or services or visit our websites, and through the use of cookies and similar technologies;
From our service providers: including when we engage them to enable certain technology and when they collect or process your personal information on our behalf;
From our partners or other third parties
What personal information is collected?
Personal information is defined as any information that identifies or can reasonably be linked to you or another person.
Personal information does not include information that is collected anonymously or that has been de-identified, so that it cannot identify or be reasonably linked to you.
We may collect or process the following categories of personal information, including inferences drawn from this personal information, depending on how you interact with the Services, where you live, and as permitted or required by applicable law:
Contact details including your name, address, billing address, shipping address, phone number, and email address.
Demographic information including your age and gender.
Financial information including credit card, debit card, and financial account numbers, payment card information, financial account information, transaction details, form of payment, payment confirmation and other payment details.
Account information including your username, password, security questions, preferences and settings.
Transaction information including the items you view, put in your cart, add to your wishlist, or purchase, return, exchange or cancel and your past transactions.
Communications with us including the information you include in communications with us, for example, when sending a customer support inquiry.
Device information including information about your device, browser, or network connection, your IP address, and other unique identifiers.
Site usage information including information regarding your interaction with the Services, including how and when you interact with or navigate the Services.
Behind the meter information as an integral part of our service, we access data from devices including the smart meter, hybrid inverter and battery. This includes data related to household energy consumption and the performance of those devices. We use this information to provide insights and optimisation services.
We aim to only collect information that is absolutely necessary to providence you with any service you have requested. If you would prefer to remain anonymous we are happy to still deal with you, provided that we don’t need to know who you are. Instances where this may be possible include where you are providing us with anonymous feedback that does not require a response.
Sensitive information
The Privacy Act protects Sensitive Information, this is a special category of personal information. Sensitive Information includes information about your health, race or ethnic origin and religious beliefs.
We will seek your consent before we collect and use sensitive information about you, unless we are permitted or required to do so by law.
How we use your personal information
Depending on how you interact with us or which of the Services you use, we may use personal information for the following purposes:
To provide, tailor, and improve the services: We use your personal information to provide you with the Services, including to perform our contract with you, to process your payments, to fulfill your orders, to remember your preferences and items you are interested in, to send notifications to you related to your account, to process purchases, returns, exchanges or other transactions, to create, maintain and otherwise manage your account, to arrange for delivery and installation, to facilitate any returns and exchanges, to enable you to post reviews, and to create a customised shopping experience for you, such as recommending products related to your purchases. This may include using your personal information to better tailor and improve the Services.
For marketing and advertising purposes: We use your personal information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications via app notifications, email, text message or postal mail, and to show you online advertisements for products or services on the Services or other websites, including based on items you previously have purchased or added to your cart and other activity on the Services.
For security and fraud prevention: We use your personal information to authenticate your account, to provide a secure payment and shopping experience, detect, investigate or take action regarding possible fraudulent, illegal, unsafe, or malicious activity, protect public safety, and to secure our services. If you choose to use the Services and register an account, you are responsible for keeping your account credentials safe. We highly recommend that you do not share your username, password or other access details with anyone else.
For communicating with you: We use your personal information to provide you with customer support and after-sales care, to be responsive to you, to provide effective services to you and to maintain our business relationship with you.
For legal reasons: We use your personal information to comply with applicable law or respond to valid legal process, including requests from law enforcement or government agencies, to investigate or participate in civil discovery, potential or actual litigation, or other adversarial legal proceedings, and to enforce or investigate potential violations of our terms or policies.
How we disclose personal information
Generally, personal information will not be disclosed to individuals or organisations outside of Vultra and its related bodies corporate without your prior consent.
However, in the circumstances described below, personal information may be disclosed to:
Law enforcement or government bodies: There are exceptions under the Privacy Act with regard to the provision of personal information to law enforcement or government bodies. When a legitimate request is sent to us by a law enforcement or government body we will comply with that request and may provide personal information about you without your consent.
Companies related to us or who take control of part or all of our business: In providing personal information to us we may provide information to companies related to us to provide our products and services. You will need to be aware of the possibility that, in future, another company may take control of part or all of our business. In that case, your personal information will be provided to that company.
Credit reporting agencies: to process new applications, assess and manage applications for credit, manage overdue accounts, and review your creditworthiness.
Third Party partners and companies: that we partner with to support the product and services we offer. This may include technology solutions to provide behind the meter services to you such as smart home devices, electric vehicle and distributed energy products and services.
If we disclose personal information to a third party under outsourcing or contracting arrangements (a “Service Provider”), we will take steps to ensure that they:
- Have signed a binding agreement;
- Handle the personal information in a manner consistent with the APPs (regardless of whether they are a small business, or would otherwise be exempt from the Privacy Act);
- Only use the personal information in order to provide specific services or to perform the specific functions required; and
- Store the personal information securely, and only for as long as is necessary to provide the required services to perform the required functions.
Relationship with Shopify
As part of our sales journey, Shopify collects and processes personal information about your access to and use of these services in order to provide and improve them for you.
Information you submit will be transmitted to and shared with Shopify as well as third parties that may be located in countries other than Australia, in order to provide and improve the service for you.
In addition, to help protect, grow, and improve our business, we use certain Shopify enhanced features that incorporate data and information obtained from your interactions with our Store, along with other merchants and with Shopify. To provide these enhanced features, Shopify may make use of personal information collected about your interactions with our Store, along with other merchants, and with Shopify.
In these circumstances, Shopify is responsible for the processing of your personal information, including for responding to your requests to exercise your rights over use of your personal information for these purposes.
To learn more about how Shopify uses your personal information and any rights you may have, you can visit the Shopify Consumer Privacy Policy .
Third party websites and links
The Services may provide links to websites or other online platforms operated by third parties. If you follow links to sites not affiliated or controlled by us, you should review their privacy and security policies and other terms and conditions.
We do not guarantee and are not responsible for the privacy or security of such sites, including the accuracy, completeness, or reliability of information found on these sites.
Information you provide on public or semi-public venues, including information you share on third-party social networking platforms may also be viewable by other users of the Services and/or users of those third-party platforms without limitation as to its use by us or by a third party.
Our inclusion of such links does not, by itself, imply any endorsement of the content on such platforms or of their owners or operators, except as disclosed on the Services.
Electronic communications
In some instances, where you have provided consent, or consent is deemed to have been provided or conferred (in compliance with APP) we may use your personal information for the purpose of sending you marketing communications including by electronic means such as email, SMS, MMS for an unlimited period. You may opt out of receiving such messages at any time provided such messages are sent by us. We will give you the opportunity to opt out within the message that we send to you. You may also opt out by contacting us (using the details provided at the end of this policy).
In some instance, where you have provided consent, or consent is deemed to have been provided or conferred (in compliance with APP) we may also send you electronic updates including via email, SMS, MMS for an unlimited period relating to products or services you have ordered, used or enquired about, to keep you informed of changes to the Sites, and the products or services offered visa the Sites or from other production companies. You may opt out of receiving such messages at any time provided such messages are sent by us. We will give you the opportunity to opt out within the message that we send to you. You may also opt out by contacting us (using the details provided at the end of this policy).
Security and storage of your information
Any information we collect about you will be kept securely by us unless an event beyond our control disrupts the measures we have in place. We use a range of measures to ensure the security of the data we keep and to prevent unauthorised access, destruction, use, modification or disclosure. We have procedures in place with regards to staff access to personal information and ensure that only those staff who need to know have access to your information.
We will only store personal information for so long as it is required either to fulfil the purpose for which it was collected or to fulfil our obligations at law. We will conduct regular reviews of the personal information we hold and destroy or de-identify information no longer required.
Access to your personal information
Under the Privacy Act, you have the right to seek access and to update or correct the personal information that we hold about you. If you wish to exercise your right under the Privacy Act to seek access to the personal information held for you, you should make the request in writing (to the address at the end of this policy). We do not charge a fee to correct personal information held.
Ordinarily we will not charge for providing access/copies of personal information we hold about you, and will generally respond to access requests of this type within 30 days. If we anticipate there being a fee (for the time we spend locating and compiling the information you have asked for) we will provide you with an estimate before proceeding. If a fee is payable it will be based on an hourly rate plus the cost of photocopying or other out of pocket expenses. For legal and administrative reasons, we may also store records containing personal information in archives. Access to these historical records may result in a charge being incurred (an estimate will be provided to you prior). Due to the nature of archive, requests for access to historical records may take longer to process than with current records.
On review of your request, if we agree that the personal information held is not accurate, complete and up to date, it will be corrected by the appropriate person.
If we do not agree, you will be provided with the reason(s) for the views and the opportunity to make a statement of your view and have it included with the information held.
Overseas disclosure of personal information
We may disclose and transfer your personal information outside of Australia through the use of a third party service during the collection, use or storage of personal information under this policy to places such as the United States of America, the United Kingdom and Europe. We will only transfer personal information outside of Australia in accordance with the Privacy Act.
If we transfer personal information outside of Australia, to countries whose privacy laws may not provide the same level of protection as Australia’s privacy law, we will take reasonable steps to ensure that the overseas recipients of your personal information do not breach the privacy obligations relating to your personal information and we will comply with all applicable laws relating to cross-border data disclosure.
Acceptance of these terms
By using the site, you signify your acceptance of this Privacy Policy. If you do not agree with this policy, please do not use our Sites or provide us with your personal information. Vultra reserves the right to modify, alter or otherwise update this policy, it will prominently post notice(s) of the changes on the Sites covered by this Privacy Policy.
Complaints
You have a right to complain to us if you are concerned about your privacy, how we have dealt with your personal information or in relation to the Privacy Act.
If you are concerned about how we have dealt with your personal information you should first contact us using the details at the end of this policy We will aim to send you a written response within 10 business days.
If you are not satisfied with the way we have managed or attempted to resolve your complaint you may complain to the Office of the Australian Information Commissioner by calling them on 1300 363 992, via their website at www.oaic.gov.au or by mail to the Office of the Australian Information Commissioner, GPO Box 5218, Sydney, NSW 2001.
Contact details
Vultra Pty Ltd
Melbourne, VIC, 3000
hello@vultra.com.au
Webchat via the app