Privacy policy

Privacy Policy

Last updated: 20 October 2026

Scooteroo Perth Pty Ltd (ABN 23 653 984 635) (“Scooteroo”, “we”, “us”, “our”) runs the website scooterooaustralia.com.au (the “Site”), our online store, our website chat and our Facebook Page “Scooteroo Perth”. We respect your privacy and handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

This policy explains what personal information we collect, why we collect it, how we use and share it, how long we keep it, and how you can access, correct or delete it.

1. Information we collect

Information you give us

  • Orders and accounts: your name, email address, phone number, billing and delivery address, and order details.
  • Enquiries and repairs: details you give us when you contact us, book a service or repair, or ask about a product, such as your scooter’s brand, model and the problem.
  • Chat and Messenger: the messages you send us through the chat on our Site or through Facebook Messenger, any photos you send, and any contact details you choose to share, such as your name, email address or phone number.

Information collected automatically (“Device Information”)
When you visit the Site, we automatically collect certain information about your device. This includes your web browser, IP address, time zone and some of the cookies installed on your device. As you browse, we also collect the pages and products you view, the websites or search terms that referred you to the Site, and how you interact with the Site. We collect this using:

  • Cookies: small data files placed on your device, which often include an anonymous unique identifier.
  • Log files: these record actions on the Site, including your IP address, browser type, internet service provider, referring and exit pages, and date and time stamps.
  • Web beacons, tags and pixels: small files that record how you browse the Site.

Information from Facebook (Meta)
When you message our Facebook Page, Meta gives us your public Facebook name and an ID for your conversation with our Page. We receive only what Meta provides for Page messaging.

Payment information
Payments are processed by our payment providers, such as Shopify Payments and other checkout options shown at checkout. We do not see or store your full card details.

2. How we use your information

We use personal information to:

  • process and deliver your orders, and handle returns, warranty claims and refunds;
  • answer your questions about products, repairs and services;
  • book and carry out services and repairs;
  • reply to you through website chat, Messenger, email or phone, including emailing you when our team has replied to your chat, if you gave us your email address;
  • improve our Site, products and service, and understand how customers use the Site;
  • prevent fraud and keep our Site and systems secure;
  • send you marketing, but only if you have agreed to it (see section 7);
  • meet our legal obligations.

We do not sell your personal information.

3. Website chat, Facebook Messenger and our AI assistant

  • Automated replies. An AI assistant answers chat and Messenger messages first, using our own product, service and pricing information. To produce a reply, your messages, and any photos you choose to send, are processed by third-party AI providers, such as Google (Gemini). These providers process the content only so they can generate the reply.
  • Our team. Our staff can read your conversation and take over at any time. You can ask to speak with a person whenever you like.
  • Photos. Photos you send are used only to help with your enquiry, for example to see a fault or damage. They are deleted automatically after 60 days.
  • No advertising use. We do not use your chat or Messenger conversations to advertise to you, and we do not sell them.

4. Who we share your information with

We share personal information only as needed to run our business. This includes sharing with:

  • Service providers who host and run our systems: Shopify (online store), Cloudflare (hosting and security), Neon (database), Google (AI processing, email and analytics) and Meta (Facebook Messenger);
  • delivery and courier companies, to send your order;
  • payment providers, to process payments;
  • professional advisers, such as accountants and lawyers, where needed;
  • authorities, where required by law, for example to comply with laws and regulations, to respond to a subpoena, search warrant or other lawful request, or to protect our rights.

Analytics. We use Google Analytics to help us understand how customers use the Site. You can opt out of Google Analytics at https://tools.google.com/dlpage/gaoptout.

5. Information sent overseas

Some of our service providers store or process information outside Australia, including in the United States and other countries where they operate. We take reasonable steps to make sure these providers protect your information in line with Australian privacy law.

6. How long we keep your information

  • Order records: for as long as the law requires, generally up to 7 years for tax and accounting purposes.
  • Chat and Messenger conversations: for as long as we need them to support you and keep business records. If you ask us to delete a conversation, we remove it from our inbox and it is permanently erased within 30 days.
  • Photos sent in chat or Messenger: deleted automatically after 60 days.

When we no longer need personal information, we delete or de-identify it.

7. Marketing

We will only send you marketing emails or messages if you have agreed to receive them. Every marketing email has an unsubscribe link, and you can opt out at any time. We do not send marketing through Facebook Messenger. We only reply there to messages you send us.

8. Cookies

Most browsers let you block or delete cookies in their settings. If you block cookies, some parts of the Site, such as the cart and checkout, may not work properly.

9. Security

We are committed to keeping your information secure. To prevent unauthorised access or disclosure, we use appropriate physical, electronic and managerial safeguards. These include encrypted connections, access controls and limiting staff access to what each person needs. No system is completely secure, but we work to protect your information and will act promptly if a data breach occurs, including notifying you where the law requires.

10. Accessing, correcting or deleting your information

You can ask us at any time to:

  • tell you what personal information we hold about you;
  • correct information that is wrong or out of date;
  • delete your information, including your chat and Messenger conversations, unless we must keep it by law (for example, order records).

Email us at support@scooterooaustralia.com.au or message our Facebook Page. We may need to confirm your identity, and we will respond within 30 days.

Facebook data deletion: to delete the information we received through Facebook Messenger, email support@scooterooaustralia.com.au with the subject “Delete my Messenger data”, or ask us in Messenger. We will delete your conversation and photos within 30 days and confirm when it’s done.

11. Children

Our Site and services are not directed at children under 16. We do not knowingly collect personal information from children under 16 without a parent’s or guardian’s consent.

12. Complaints

If you have a concern about how we have handled your personal information, contact us first using the details below and we will try to resolve it. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or by calling 1300 363 992.

13. Changes to this policy

We may update this policy from time to time, for example when our services or the law change. The latest version is always on this page, with the date it was last updated.

14. Contact us

Scooteroo Perth Pty Ltd
ABN 23 653 984 635
Email: support@scooterooaustralia.com.au
Phone: 08 6113 8951
Address: 230 Great Eastern Highway, Ascot WA 6104