Privacy policy
Effective date: 16 May 2026
AGOVIA ("AGOVIA", "we", "us", "our") is committed to handling your personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and all other applicable Australian privacy laws. This Privacy Policy explains how we collect, use, hold, disclose, and protect your personal information when you visit our website at agovia.com.au, place an order, commission a bespoke piece, or otherwise interact with us.
By using our website, placing an order, or providing your personal information to us, you consent to the collection, use, and disclosure of your information in accordance with this Privacy Policy.
1. The personal information we collect
We collect personal information that is reasonably necessary for one or more of our functions or activities. The categories of personal information we may collect include:
- Identity information: full name, date of birth (where relevant for high-value transactions), proof of identity for verification.
- Contact information: postal and delivery addresses, email address, phone number, social media handles.
- Transaction information: items purchased, commission details, order history, payment method (we do not store full payment card details — these are handled by our payment processors).
- Commission and design information: design preferences, materials selected, references provided, gemstone preferences, fitting notes, sign-off records, photographs of client-supplied items or gemstones.
- Communications: correspondence with us by email, phone, social media, in studio, or via any other channel.
- Website usage: IP address, device identifiers, browser type, pages viewed, referring URLs, session duration, cookie data, and analytics events.
- Marketing preferences: subscription status, content preferences, opt-in records.
2. How we collect your personal information
Where reasonably practicable, we collect personal information directly from you — for example, when you place an order, submit a bespoke enquiry, complete an alloy exchange and handover form, attend a consultation, or correspond with us. We may also collect personal information from third parties, including:
- Our ecommerce platform (Shopify) and payment processors (such as Stripe, PayPal, Shop Pay).
- Shipping and logistics providers (such as Australia Post and StarTrack Express).
- Analytics, advertising, and marketing platforms (such as Meta, Google, Pinterest, and Klaviyo).
- Publicly available sources, where relevant to your engagement with us.
3. Why we collect, hold, use, and disclose your personal information
We collect, hold, use, and disclose your personal information for purposes connected with our business, including to:
- Process orders, deliver goods, and respond to enquiries.
- Develop, manage, and complete bespoke commissions, including issuing quotes, invoices, and design approval documentation.
- Assess and process Alloy Exchange and Handover submissions, including identity and ownership verification where required.
- Maintain records required by Australian law, including tax, anti-money laundering, and consumer protection records.
- Provide customer support, manage warranties, and resolve disputes.
- Improve our website, products, and services through analytics.
- Send transactional communications relating to your orders and commissions.
- Send marketing communications, where you have opted in. You can opt out at any time using the unsubscribe link in our emails or by contacting us at the address below.
- Detect and prevent fraud, security incidents, and misuse of our services.
4. Disclosure of your personal information
We do not sell your personal information. We disclose personal information only to the extent reasonably necessary for the purposes set out in this Privacy Policy, including to:
- Our service providers (including ecommerce, payment, shipping, fulfilment, IT, analytics, marketing, customer support, and accounting providers).
- Suppliers, manufacturers, jewellers, gemstone suppliers, and CAD/casting partners involved in your commission, where reasonably necessary to complete your order.
- Insurers, legal advisers, accountants, and other professional advisers, where reasonably required.
- Government authorities, regulators, courts, or tribunals, where required or authorised by law.
- A successor entity in the event of a sale, merger, or restructure of our business, subject to confidentiality protections.
5. Overseas disclosure
Some of our service providers (including Shopify, our email and analytics platforms, and certain cloud storage providers) may store or process personal information outside Australia, including in the United States, the United Kingdom, the European Union, and Canada. We take reasonable steps to ensure that overseas recipients handle your personal information in a manner consistent with the Australian Privacy Principles.
6. Direct marketing
We may send you marketing communications by email where you have provided your consent (including by subscribing on our website or at the point of purchase). Each marketing email contains an unsubscribe option. You can also opt out at any time by emailing hello@agovia.com.au. We do not use sensitive information for marketing purposes.
7. Cookies and online tracking
Our website uses cookies and similar technologies to operate the cart and checkout, remember your preferences, measure traffic, and deliver relevant advertising. You can manage or disable cookies in your browser settings; if you do, some features of our website may not function correctly. For information on how our ecommerce platform uses cookies, please review Shopify's cookie disclosure on its website.
8. Data security
We take reasonable steps to protect the personal information we hold from misuse, interference, loss, and unauthorised access, modification, or disclosure. These steps include access controls, secure storage, encrypted payment processing through reputable third-party providers, and confidentiality obligations on our personnel and contractors. No system is completely secure; please avoid sending sensitive information through unencrypted channels.
9. Data retention and destruction
We retain your personal information only for as long as is reasonably necessary for the purposes for which it was collected, or as required or authorised by Australian law. Tax, financial, and transaction records are generally retained for at least seven (7) years in accordance with Australian record-keeping obligations. Where personal information is no longer needed and we are not required to keep it, we will take reasonable steps to destroy or de-identify it.
10. Your rights — access, correction, and complaints
Subject to certain exceptions permitted by law, you may request access to, or correction of, the personal information we hold about you. To make a request, please contact us using the details below. We may ask you to verify your identity before providing access. We will respond to your request within a reasonable time, generally within 30 days.
If you believe we have breached the Australian Privacy Principles, please contact us first and we will work in good faith to resolve your complaint. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au, by phone on 1300 363 992, or in writing to GPO Box 5288, Sydney NSW 2001.
11. Notifiable data breaches
If we become aware of a data breach that is likely to result in serious harm to any individual whose personal information is involved, we will assess and respond to the breach in accordance with the Notifiable Data Breaches scheme under Part IIIC of the Privacy Act 1988 (Cth), including notifying affected individuals and the OAIC where required.
12. Children
Our products and services are intended for clients aged 18 and over. We do not knowingly collect personal information from children under 18 without the consent of a parent or guardian. If you believe we have inadvertently collected such information, please contact us so we can address it.
13. Third-party links
Our website may contain links to third-party websites and services. We are not responsible for the privacy practices of those third parties. We encourage you to review their privacy policies before providing personal information.
14. Changes to this Privacy Policy
We may update this Privacy Policy from time to time. The current version will be available on our website and will apply to all personal information we hold from the effective date shown above. Significant changes will be notified where reasonably practicable.
15. Contact us
For privacy questions, access or correction requests, complaints, or any other privacy matter, please contact:
Privacy Officer, AGOVIA
Email: hello@agovia.com.au
Post: Suite 509/37 Swanston Street, Melbourne VIC 3000
ABN: 43 984 340 428