1 About this privacy policy

This policy describes how The Water Street Collective Limited (“The Water Street Collective”, “we”, “us”, “our”) collects, holds, uses and discloses your personal information, what choices you have regarding our use of that personal information, and your ability to access and correct that personal information.

If you wish to contact us regarding this privacy policy, please contact us using the contact details listed at section 9 below.

2 Why do we collect and handle personal information?

The Water Street Collective collects, holds, uses and discloses personal information to provide our products and services, manage our business and relationships and better understand the individuals we engage with. For example, we may collect and handle personal information:

  • to provide you with information about our products, services and offerings, including as to quality of our products and stockists;
  • to conduct marketing and promotional activities and provide you with other information that may be of interest to you;
  • to respond to, and deal with, any requests, queries, claims, investigations and complaints;
  • to verify, maintain and update our records;
  • to protect the safety and security of our customers, staff, sites and assets;
  • to comply with our legal obligations;
  • to protect and defend our legal rights;
  • to co-operate with regulatory investigations and activities;
  • to facilitate any business acquisitions we or our related companies are involved in, including any related transitional and business integration activities; and
  • for other purposes in accordance with all applicable laws.

We may not be able to do these things, or at least, do them as effectively, if we are unable to collect the personal information we seek. For example, we may not be able to respond to your requests and queries.

3 What types of personal information do we collect?

The type of personal information that we collect may include:

  • name;
  • contact details (including address, telephone number, email address);
  • enquiry and complaint details (which may in some cases include health information);
  • details of any transactions, communications, activity and engagement with you or relating to our business, including any information you provide to us as part of those interactions and activities;
  • information about your preferences, interests and opinions relevant to our business and activities, including product, communication and direct marketing preferences and information from social media profiles and platforms in connection with any marketing, promotions or competitions run by us (e.g. whether you have similarities to other individuals based on your interests, characteristics and activity); and
  • information about use of our websites and online platforms, including browser type, device screen size, device type (unique device identifiers), operating system, preferred language used to display on our websites, screen resolution, country of your location, window size and content, access times, the date and duration of your visit, information about a visitor’s interactions or behaviour on our websites, and IP address.

4 How do we collect your personal information?

We may collect your personal information through various means, including:

  • when you provide it directly to us, for example when you contact us with a query or complaint;
  • when you visit or engage with any of our online platforms such as our website and social media profiles;
  • from third parties (e.g., those we disclose personal information to – see section 5 below);
  • from records of activities and communications, and your interactions with our communications;
  • from publicly available sources; or
  • by generating new personal information, e.g. through conducting reviews and analysis.

Where you provide us with personal information about someone else you must have their consent to provide it to us based on this Privacy Policy.

5 Who do we disclose your personal information to?

From time to time, The Water Street Collective may share your personal information with other people and companies, for the purposes listed at section 2 above. This includes:

  • our affiliates, service providers including customer care, IT, delivery, payment, investigation, marketing, legal and professional advisory services;
  • social media and digital platforms, who may also use personal information as set out in their own privacy policies, particularly in respect of their registered users;
  • your and our representatives;
  • police and government agencies; and
  • any business we may buy, sell, merge or partner with (and their relevant advisers and service providers, where applicable).

Some of the third parties that we share personal information with may be located, or otherwise operate outside of Australia, for example, in the United States, Canada, European Union or United Kingdom. While these overseas parties will generally be subject to obligations to protect this personal information, we are not responsible for ensuring that they meet the specific requirements of Australia’s privacy laws, and you may not be able to seek redress under those laws.

6 Direct marketing

We may use your personal information to send direct marketing communications to you, including by mail, email, SMS text message, MMS, and other messaging platforms such as WhatsApp and Messenger.

The direct marketing may relate to:

  • our products;
  • promotions or competitions run by us; or
  • other products, services and announcements that may be of interest to you.

You can opt-out of receiving direct marketing communications from us (or third parties on behalf of us) through the unsubscribe function that will be made available to you with each direct marketing communication, or by emailing your request to info.au@ryde.com.

Targeted online advertising

We may also use your personal information to market our products and services to you using targeted online advertising via social media or on a web browser. We use digital platforms like Facebook, Google, Instagram, YouTube, TikTok, X (formerly known as Twitter) and LinkedIn. We also may engage in direct marketing through “push notifications” or banner pop ups on our website or app. We use marketing service providers to help us deliver that advertising. These companies may use personal information that they already hold about you, or information we may provide to them, to serve you with more relevant advertising about our products. You can opt out of most targeted advertising by following the prompts in that advertising. This generally opts you out of the targeting only. You will still see advertising but it may be less relevant to you.

7 Cookies

We may use cookies on our website and in connection with our digital marketing initiatives from time to time, to gather and store information about your preferences, perform analytics and generally customise your browsing experience. Please see our Cookie Statement for more information about cookies and how we use them.

8 How do we protect your personal information?

The Water Street Collective understands the importance of protecting your personal information, and has taken steps to protect your personal information in our possession, as well as where we use affiliates or third party service providers to store that information for us. These steps include physical, technical and operational safeguards such as data access restrictions, firewalls, restricted site access and contractual protections. However, we cannot fully guarantee that the information you submit to us will be inaccessible by an unauthorised party or otherwise misused in an unauthorised manner.

9 Accessing, updating and correcting your personal information

If you wish to correct, access or update any of your personal information that we hold, or for any other reason, please contact us at info.au@ryde.com.

Please provide as much detail as possible about your request, as this will help with our response. We will aim to provide you access to your personal information, or our reason for refusal within 30 days of your request. We may charge a reasonable fee for providing access where lawful for us to do so.

If we are unable to provide you with access to, or correction of your personal information, we will in most cases provide you with the reason(s) for refusal.

10 Making a privacy complaint

If you are concerned about how we have handled your personal information, you can make a complaint to The Water Street Collective using the contact details above. We will endeavour to investigate your complaint within a reasonable period of time, depending on the complexity of your complaint, and will notify you of the outcome of our investigation.

If you are not satisfied with our handling of your complaint, you can also file a complaint with the Office of the Australian Information Commissioner using the following contact details, in accordance with the process listed online at https://www.oaic.gov.au/privacy/privacy-complaints/lodge-a-privacy-complaint-with-us:

          Office of Australian Information Commissioner

          GPO Box 5288, Sydney NSW 2001

          1300 363 992

11 About this policy

We may revise this policy from time to time. The most updated version will be on our website, and you can also request a paper copy of this policy. We encourage you to check this page from time to time for any changes, especially where you are providing personal information.

This privacy policy was last updated in November 2023.