Privacy Policy

What Information We Collect and Hold

Depending on the particular circumstances, we may collect and hold different information about you. This may include:

• Your name and occupation.
• Your contact information such as your home or work address, telephone, and email contact details.
• Your payment details and financial information, such as bank account or credit card details.
• Your postings on any social media applications and services that we provide.
• Your Wilcom account security credentials, such as username and passwords.
• Information about how you use our products and services.
• Information in connection with communications you send us, for example to report a problem.
• Where necessary, additional information as part of our user authentication process.

Automated Collection of Information

Each time you use the site and our products, we may automatically collect the following types of information:

• Technical information: For example, the type of internet browser and the operating system. We use this information to help provide a good user experience on the site.
• Log information: For example, the details of your use of the site, visits, and traffic data. We use this information to understand how users use the site and to improve the user experience.

If you fail to provide us with this information, or you object to us processing such information, we may be unable to provide our products and services to you or be prevented from continuing to manage your account with us.

How We Collect Your Information

• When you purchase our products. If you purchase one of our products you will need to provide certain information including your name, address, and card number in relation to the purchase and in order to receive the benefit of any product warranty.
• Other information you give to us. This is information about you that you give us by filling in forms on the site (such as when you register for an account) or by corresponding with us by phone, email, or otherwise. It includes information you provide when you register for free trials or request support.
• Social media. Depending on your settings or the privacy policies for social media and messaging services such as Facebook, Twitter, and Instagram, you might give us permission to access information from those accounts or services.

How We Hold Your Information

We take reasonable steps to maintain the security of your information and to protect it from unauthorized disclosure. When your financial details (such as a credit card number) are transmitted from our website to a third party website, they are protected through the use of encryption, such as the Secure Socket Layer (SSL) protocol.

However, as the internet is not always secure, we cannot be responsible for the security of information you transmit over the internet or for any unauthorized access or use of that information. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorized access.

You should also be aware that any personal information you disclose when using our online forums will be available to the public. Please take appropriate care to safeguard your information by not disclosing your security credentials such as your username and password.

Links to Other Sites

Our site may contain links to other sites, including via our social media buttons. While we try to link only to websites that share our high standards and respect for privacy, we are not responsible for the content, security, or privacy practices employed by other websites, and a link does not constitute an endorsement of that website.

Once you link to another website from our site you are subject to the terms and conditions of that website, including its internet privacy policy and practices. Please check these policies before you submit any data to these websites.

How We Use Your Information

Our primary purpose in collecting user information is to provide you with a safe, smooth, efficient, and customized experience and to provide the products and services you have requested. We may use and disclose your information for the following specific purposes:

• To carry out our obligations arising from any contracts entered into between you and us, and to provide you with the products, services, and information that you request from us.
• To assist you with enquiries, or to improve our customer service.
• To communicate with you.
• To send you marketing (where we have the right to do so).
• For our billing and account purposes.
• To maintain our business relationships where you are a business partner, user, or customer.
• To administer our site and for internal operations, including troubleshooting, data analysis, testing, research, statistical, and survey purposes.
• As part of our efforts to keep our site safe and secure.
• To measure or understand the effectiveness of advertising we serve to you and others, and to deliver relevant advertising to you.
• To make suggestions and recommendations to you and other users of our site about services that may interest you.
• To develop and improve our products and services.
• To update our records.
• To allow you to participate in interactive features of the site, when you choose to do so.
• To enforce the terms of any license agreement that you enter into relating to our products and services.
• To comply with legal and regulatory obligations.

Sharing Your Information

Except as expressly set out in this Privacy Policy, we do not share, sell, or lease personal information about you to any third parties for their marketing use. The following categories of recipients may receive your personal information:

• Our group companies, if this is necessary to provide you with our products and services, respond to your inquiries, or for any other related purposes.
• Third party companies, agents, contractors, service providers, or related companies (including payment processors and our network of distributors) where necessary to provide our products and services.
• Third parties who support our information technology or handle mailings on our behalf.
• Law enforcement agencies, other governmental agencies, or third parties if we are required by law to do so, or in limited circumstances such as to prevent fraud or cyber-crime.
• Other business entities should we plan to merge with or be acquired by that business entity, or if we undergo a re-organization.
• Any successor in interest in the event of a liquidation or administration of Wilcom.
• Our professional advisers.

Some of our distributors and service providers are located outside of Australia. For more information, see the full list of distributors at wilcom.com/distributors.

How Long We Keep Your Information

We will only keep the information we collect about you for as long as required for the purposes set out above or as required to comply with any legal obligations to which we are subject. This will involve us regularly reviewing our files to check that information is accurate, up-to-date, and still required.

If you close an account you have with us or you decide not to go ahead with purchasing a product following a free trial for which you have registered, we may still keep your information.

Marketing

You may receive marketing messages from us if you have requested information from us or purchased goods or services from us and have not opted out of receiving that marketing. This marketing may be carried out by email, SMS/MMS, social media, telephone, direct mail, or via our website.

You can stop receiving marketing messages from us at any time by:

• Updating your preferences within your Wilcom or Hatch Embroidery account.
• Clicking on the 'unsubscribe' link in any email.
• Submitting a request at help.hatchembroidery.com.

Stopping marketing messages will not stop service communications such as order updates and critical technical information relating to your service.

Third-party marketing: We will get your express opt-in consent before we share your personal data with any company outside the Wilcom group for marketing purposes.

Cookies

Wilcom sets and accesses cookies and similar technology on your device to obtain information about how you access and use the site. This helps us to provide you with a good experience and allows us to improve the site. Unless you have adjusted your browser settings to refuse cookies, the site will set cookies when you load and navigate it.

Cookies are text files containing small amounts of information which are downloaded to your device when you visit a site. The cookies we set help us to improve the site and deliver a better and more personalised service, remember your preferences, and generally improve the user experience. You can find more information about cookies at allaboutcookies.org.

Cookies can be categorized as follows:

• Strictly necessary cookies - essential in order to enable you to move around a site and use its features. Consent is not generally required for these cookies.
• Performance cookies - collect information about how visitors use a site, for example by recording which pages or features visitors use most often (usually on an anonymous basis).
• Functionality cookies - allow a site to remember the choices a user makes, such as a username or language preference.
• Targeting or advertising cookies - collect information about a user's browsing habits and are usually placed by advertising networks with the site operator's permission.

Cookies can also be categorized by duration: "session cookies" are only saved for the duration of a user's visit, whereas "persistent cookies" remain saved for a set period of time, even after the browser session has ended.

How to Access or Correct Your Personal Information

If you wish to access any of your personal information that we hold, or would like to correct any errors in that personal information, please contact us using the contact details set out below. We may charge you an administrative fee for providing access to your personal information in response to a request.

If you are based in the EU, you have additional rights concerning the way that we use your information as set out in the EU Users section below.

How to Contact Us or Make a Privacy Complaint

If you have any questions in relation to this Privacy Policy or how we manage your information, you can contact us on +61 2 9578 5100 or by email at [email protected].

Introduction

Wilcom International Pty Ltd acts as data controller for the purpose of Data Protection Legislation and is responsible for processing your personal data under this Privacy Policy unless otherwise notified to you in connection with a particular product or service.

Legal Grounds for Using Your Personal Information

Our processing of your personal information is necessary:

• For the performance of contracts to which you will be a party, and in order to take steps at your request prior to you entering into those contracts.
• For the purposes of legitimate interests pursued by us.
• In order to comply with a legal obligation to which we are subject.

Legitimate interests: Where our processing is based on legitimate interest grounds, those legitimate interests are: (i) collecting personal information to provide you with a smooth and efficient customer experience; (ii) running our business; (iii) to provide the products and services you have requested; (iv) to prevent fraud; (v) to update you and keep you informed about relevant products and services; and (vi) for our own marketing, research, and product development.

Your Rights

At any time, you have the right:

• To be informed about the processing of your personal data.
• To request access to or a copy of any personal data which we hold about you.
• To rectification of your personal data, if you consider that it is inaccurate.
• To ask us to delete your personal data, if you consider that we do not have the right to hold it.
• To withdraw consent to our processing of your personal data (to the extent such processing is based on previously obtained consent).
• To ask us to stop or start sending you marketing messages at any time.
• To restrict processing of your personal data.
• To data portability (moving some of your personal data elsewhere) in certain circumstances.
• To object to your personal data being processed in certain circumstances.
• To not be subject to a decision based on automated processing and to have safeguards put in place if you are being profiled based on your personal data.

Any request for access to or a copy of your personal data must be in writing and we will endeavor to respond within a reasonable period and in any event within one month in compliance with Data Protection Legislation.

We will correct any incorrect or incomplete information and will stop processing your personal data, or erase it, where there is no legal reason for us to continue to hold or use that information.

Overseas Transfers

You acknowledge and agree any personal data that you provide to Wilcom will be transferred to and stored in Australia in accordance with this Privacy Policy.

Where we share data with group companies and other third parties, your information may also be sent to and stored at a destination outside the European Economic Area ("EEA") and may be processed by staff operating outside the EEA. Where recipients are outside the EEA, we ensure that the recipient provides an adequate level of protection for your personal data or the transfer is otherwise permitted under applicable Data Protection Legislation.

Contact Us

If you wish to exercise any of the rights relating to your information, or if you have any questions or comments about data protection, or you wish to raise a complaint about how we are using your information, you can contact us using the following details: