Privacy Policy

Bio Balance Australia Pty Ltd

Last updated: 13 October 2026

WE DO NOT SELL YOUR PERSONAL INFORMATION. YOUR PRIVACY MATTERS TO US.

At Bio Balance Australia, we take your privacy seriously. We respect and protect your personal information and are committed to handling it securely, responsibly and transparently. We do not sell your personal information to third parties. Any information we collect is used to provide our products and services, improve your customer experience and support our business operations, as outlined in this Privacy Policy.

1. Introduction

Bio Balance Australia Pty Ltd ("Bio Balance Australia", "we", "us" or "our") is committed to protecting your privacy and ensuring that your personal information is handled responsibly, securely and transparently.

This Privacy Policy explains how we collect, use, store, disclose and protect your personal information when you visit our website, purchase our products, subscribe to our communications or otherwise interact with our business.

We are committed to complying with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), to the extent they apply to our business.

You can learn more about the Australian Privacy Principles by visiting the Office of the Australian Information Commissioner (OAIC) at https://www.oaic.gov.au/.

By using our website or providing us with personal information, you acknowledge the practices described in this Privacy Policy.

2. What Personal Information Do We Collect?

We may collect personal information that is reasonably necessary for our business activities, including:

• Full name

• Billing and delivery addresses

• Email address

• Telephone number

• Order history and purchase information

• Product preferences and subscription details

• Customer service enquiries and correspondence

• Payment and transaction information

• Website browsing activity, device information and IP addresses

• Marketing preferences and communication history

• Business and professional contact information for wholesale customers

Payments are generally processed through secure third-party payment providers. We do not ordinarily receive or store complete payment card details.

We may also collect information you voluntarily provide through product reviews, surveys, contact forms or communications with our customer service team.

3. How We Collect Personal Information

We may collect personal information through:

• Our website, https://www.biobalance.com.au/

• Shopify checkout, customer accounts and subscription services

• Customer orders and enquiries

• Email, telephone and other correspondence

• Newsletter registrations and promotional campaigns

• Customer reviews, surveys and feedback

• Social media interactions, including Facebook and Instagram

• Cookies, pixels and website analytics technologies

• Wholesale enquiries, purchase orders and business relationships

• Publicly available business information and professional directories

• Third-party service providers and platforms used to operate our business

Where reasonable and practicable, we collect personal information directly from you.

When we receive information from third parties, we take reasonable steps to handle that information in accordance with applicable privacy requirements.

4. Why We Collect and Use Personal Information

We collect and use personal information for legitimate business purposes, including:

• Processing, fulfilling and delivering orders

• Managing customer accounts and subscriptions

• Providing customer service and responding to enquiries

• Processing payments, refunds and returns

• Communicating important information about purchases

• Sending marketing emails, special offers and product updates where permitted

• Improving our products, website and customer experience

• Analysing website traffic, advertising and sales performance

• Managing wholesale relationships and business operations

• Detecting fraud and maintaining website security

• Meeting legal, regulatory and accounting obligations

• Supporting internal reporting, business analysis and operational efficiency

We may also use personal information for related purposes where permitted by law or with your consent.

You can unsubscribe from marketing emails at any time using the unsubscribe link included in our communications or by contacting us directly.

5. Use of ChatGPT and Artificial Intelligence

Bio Balance Australia uses artificial intelligence (AI) technologies, including ChatGPT and services provided by OpenAI, to support certain business operations.

These tools may assist us with:

• Customer service and drafting responses to enquiries

• Marketing content and email campaign development

• Sales reporting and business performance analysis

• Inventory management and stock forecasting

• Reviewing customer feedback and identifying trends

• Website content development and operational improvements

• Analysing information from connected business platforms, where authorised

Information shared with AI services

When using ChatGPT or other AI services, we may provide relevant business information and, where necessary, limited personal information to support specific business activities.

Depending on the task and the integrations enabled, this may include customer order information, transaction details, correspondence, marketing engagement data or other information held in our business systems.

We aim to minimise the personal information shared with AI services and use aggregated or de-identified information where practicable.

Connected third-party platforms

Our business may use authorised integrations between AI services and platforms such as Shopify, Klaviyo and other business applications.

Where these integrations are enabled, information may be accessed or processed to assist with authorised business tasks, subject to the relevant platform's permissions, privacy practices and contractual arrangements.

We do not sell personal information to OpenAI or other AI providers.

Data processing and overseas storage

AI service providers may process or store information using infrastructure located outside Australia.

We take reasonable steps, where required by applicable law, to assess the privacy and security arrangements of third-party providers and protect personal information disclosed through these services.

The handling, retention and potential use of information by AI providers may depend on the specific service, account configuration and applicable contractual terms.

Human oversight

AI-generated recommendations and outputs may be reviewed by our team before being used for important business decisions or customer communications.

We do not rely solely on automated AI decision-making to make decisions that have a significant legal or similarly significant effect on customers.

For enquiries regarding our use of AI and personal information, please contact contact@biobalance.com.au.

6. Marketing, Email Communications and Advertising

We use marketing and communication platforms, including Klaviyo, to manage customer communications, newsletters, promotional offers and email marketing campaigns.

Where permitted by law, we may use information such as purchase history, product interests and engagement with previous communications to provide more relevant offers and information.

We may also use advertising and analytics services, including:

• Google Analytics and Google Ads

• Meta advertising services, including Facebook and Instagram

• Shopify analytics and reporting tools

• Email marketing and customer engagement platforms

These services may use cookies, tracking pixels and similar technologies to measure website activity, advertising effectiveness and customer engagement.

You may manage certain tracking preferences through your browser settings, available cookie controls and applicable advertising platform settings.

Our marketing communications are intended to comply with applicable Australian laws, including the Spam Act 2003 (Cth).

7. Cookies and Website Tracking

Our website uses cookies and similar technologies to improve functionality, remember preferences, analyse website traffic and support advertising activities.

Cookies may collect information such as your browser type, device information, pages visited, referral sources and interactions with our website.

Some cookies are essential for website functionality, while others support analytics, personalisation and advertising.

You can manage or disable cookies through your browser settings. Disabling certain cookies may affect the functionality of our website.

8. Sensitive Information

Sensitive information has a specific meaning under the Privacy Act and may include health information, racial or ethnic origin, religious beliefs and other protected categories of information.

As a health supplement business, we recognise that customers may voluntarily share health-related information when contacting us about our products.

We do not generally require customers to disclose sensitive health information to purchase our products.

Where sensitive information is collected, we will handle it in accordance with applicable privacy requirements, including obtaining consent where required.

Sensitive information will only be used or disclosed:

• For the primary purpose for which it was collected

• For a directly related secondary purpose where permitted by law

• With your consent

• Where required or authorised by law

We encourage customers not to provide unnecessary sensitive health or medical information through general website forms or email communications.

9. Disclosure to Third Parties

We may disclose personal information to trusted third parties where reasonably necessary to operate our business.

These may include:

• Shopify and associated ecommerce service providers

• Payment processing providers

• Delivery, shipping and logistics companies

• Email marketing platforms, including Klaviyo

• Advertising and analytics providers

• AI technology providers, including OpenAI, where relevant to authorised business activities

• IT, website development and technical support providers

• Accountants, professional advisers and other business service providers

• Government agencies, regulators or law enforcement where required or authorised by law

We seek to share only information reasonably necessary for the relevant service.

We do not sell customer personal information to third parties for monetary payment.

Third-party service providers may have their own privacy policies governing how they handle information.

10. Overseas Disclosure of Personal Information

Some of the technology platforms and service providers used by Bio Balance Australia operate internationally.

As a result, personal information may be disclosed to, processed or stored by service providers located outside Australia, including in the United States and other countries where our providers or their subprocessors operate.

These countries may have privacy laws that differ from Australian privacy laws.

Where required, we take reasonable steps to ensure overseas recipients handle personal information consistently with applicable Australian privacy obligations.

11. Security of Personal Information

We take reasonable steps to protect personal information against misuse, interference, loss, unauthorised access, modification and disclosure.

Our security practices may include:

• Access controls and account authentication

• Restricted access to business systems

• Use of reputable ecommerce and payment platforms

• Secure payment processing

• Appropriate management of third-party permissions

• Periodic review of access and operational security practices

While we take reasonable precautions, no internet-based system or electronic transmission can be guaranteed to be completely secure.

If a data breach occurs, we will assess the incident and comply with any applicable notification obligations, including the Notifiable Data Breaches scheme where relevant.

12. Retention and Disposal of Personal Information

We retain personal information for as long as reasonably necessary to fulfil the purposes described in this Privacy Policy, including order processing, customer service, business administration and compliance with legal obligations.

Certain transaction, accounting and business records may need to be retained for seven years or another period required by applicable law.

When personal information is no longer required, we will take reasonable steps to securely destroy or de-identify it, unless retention is required or authorised by law.

13. Accessing and Correcting Your Personal Information

You may request access to personal information we hold about you or ask us to correct information that is inaccurate, incomplete, out of date or misleading.

To make a request, please contact us at contact@biobalance.com.au.

We may request reasonable identification to verify your identity before providing access to personal information.

We do not charge a fee for making an access request, although a reasonable administrative fee may apply to providing copies of information where permitted by law.

We will respond to requests within a reasonable timeframe and explain any lawful grounds for refusing access or correction.

14. Maintaining Accurate Information

We take reasonable steps to ensure the personal information we collect, use and disclose is accurate, complete, relevant and up to date.

If your details change or you believe information held by us is incorrect, please contact us so we can update our records.

15. Privacy Complaints

If you have concerns about how Bio Balance Australia has collected, used, disclosed or managed your personal information, please contact us using the details below.

We will review your complaint and aim to respond within a reasonable timeframe.

If you are dissatisfied with our response, you may be entitled to lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

Website: https://www.oaic.gov.au/

16. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business operations, technology, legal requirements or privacy practices.

The latest version will be published on our website with the date of the most recent update.

We encourage customers to review this policy periodically.

17. Contact Us

For questions, requests or complaints regarding this Privacy Policy or the handling of your personal information, please contact:

Bio Balance Australia Pty Ltd

PO Box 9049
Scoresby VIC 3179
Australia

Email: contact@biobalance.com.au
Phone: 0493 989 732
Website: https://www.biobalance.com.au/