Privacy policy

Privacy Commitment

SOVANIQ (“we”, “our” or “us”) recognise the trust you are placing in us through your dealings with us. We do everything we can to maintain that trust. Our staff are employed on the basis that they will protect information about you. 

Consent

By using our products and services you agree to this Privacy Policy and consent to the collection and use of information by us in accordance with this Privacy Policy. Please note that we reserve our right to amend, remove or vary this policy from time to time without notice. You should check this page regularly to take notice of any changes we may have made to this policy.

Collection of Information

Collection of your personal information can occur through the following interactions:
  • When you sign up to a loyalty program, membership account or newsletter subscription;
  • When you visit our stores;
  • When you make a purchase, submit an order, registration, requests or applications for our products or services (by phone, in person or electronically);
  • When you use any of our services including when you access and use our website, mobile apps, or interact with us via social media or digital media;
  • When you register with us by creating an online account
  • When you communicate with us directly (including in person, via telephone and social media channels such as Facebook and Instagram)
  • When you interact with us during promotions, competitions, or special events;
  • When you post a review or leave a rating on this site or complete our surveys;
  • If you attend one of our functions or events;
  • Any other time where you may supply personal information to us from time to time.
We may collect the following information from you:
  • Your name and contact details, such as your physical address, email address and phone number;
  • Payment information;
  • Your purchase history;
  • A photograph or video surveillance recording of you if you are physically present in our stores; 
  • Information required to verify your identity;
  • Your company name (if applicable);
  • Information about your shopping preferences/selections;
  • Account preferences, activity details and interactions (including statistics on page views and clicks), transaction details (such as payment method and where you shopped);
  • If you are a member of our loyalty program, your membership number and reward redemption history;
  • Information relating to your participation in, and interaction with our loyalty program;
  • Statistics about visits to our websites such as domain name and the time and date our website was accessed;
  • Gender and birth date; and
  • Any other information you may provide to us from time to time.
We may hold your personal information in either electronic or hard copy form. If you provide information to us electronically we retain this information in our computer systems and databases.

Cookies, Analytics and Remarketing

We make use of “cookies” within our Online Services such as on our websites and apps. A cookie is a small software message sent to your web browser by our web server. Your browser stores the message in a file and the message is then sent back to our servers each time your browser requests a page from our servers.

Cookies enable us to track and save information about your use of our Online Services. We use cookies to gain statistics on which areas of our sites attract traffic. We also use cookies to improve and customise your experience of our websites and mobile apps. For example, cookies allow us to recognise whether or not you are returning to our websites. We also use cookies to help us understand how our Online Services are being used so that we can improve their performance. For example, when you use our mobile app, we may also collect technical data to enable us to facilitate the provision of software updates and support. In addition, we make use of third parties who use cookies to serve ads based on past visits to our website. This may allow us to alert you to products or offers which we think you might be interested in viewing. We may collect this information in relation to your online account, as well as on an anonymous basis.

Most Internet browsers are set up to accept cookies. If you do not wish to receive cookies, you will need to adjust the settings of your browser to refuse all cookies or to notify you each time a cookie is sent to your computer. Please note that some of our Online Services will not function if your browser does not accept cookies. By using our Online Services, you consent to the use of cookies.

We use third parties including Google Analytics Advertising Features to promote our products and services. Google and other third parties collect data about traffic to this site via advertising cookies and identifiers which are used display ads on other sites that are relevant to you, based on your previous visits to this site. If you would like to prevent your data from being used by Google Analytics, please click here: https://tools.google.com/dlpage/gaoptout

When you click on links and banners on our sites that take you to third-party websites, you will be subject to that third-party's privacy policies. We are not responsible for the privacy or security practices of those third party websites.

Sensitive Information

We will not collect sensitive information about you unless we have your consent and the information is reasonably necessary for one of our functions or activities (unless we are otherwise required or authorised by law to collect that information). Examples of sensitive information include information about your health, race and ethnic origin. For example, if you are involved in an incident in one of our stores, we may also collect sensitive information from you (such as health and medical information).

Promotional Communications

From time to time we may use your personal information to provide you with information about our services or the services of our Associated Entities or promotional partners. We may provide this information in a variety of ways such as via email, post, our mobile apps, SMS and MMS. We want to communicate with you only if you want to hear from us. If you prefer not to receive promotional information from us, please let us know by clicking on the "unsubscribe link"/"update your preferences" at the bottom of any of our communications, following the opt-out instructions on our SMS and MMS, or by clicking into your account to manage the level of communication which you want to receive from us across Our Brands. You may also unsubscribe by making a request to our Privacy Manager (please see contact information below). Once you have told us you no longer wish to receive information about our products and services, we will no longer contact you. We will keep your basic details on our 'do not contact' database so that we do not contact you again.

Privacy Complaints

If you wish to submit a complaint, please provide us with all relevant details such as the date and time of the incident or communication, the circumstances surrounding the event and your concerns about what was said or done. You will also receive an acknowledgment from us within 7 days confirming receipt of your complaint.

We will endeavour to respond to you at all times promptly and to offer a practical solution which is consistent with our legal obligations.