Website, Privacy and Cookie Policy

1. About this policy

This policy covers your use of panemirror.com, how we handle personal information, and the cookies and similar technologies the website uses. Purchases are also governed by the Terms and Conditions of Purchase and the Shipping, Production and Delivery Policy.

Where the Privacy Act 1988 (Cth) and the Australian Privacy Principles apply to us, we handle personal information in accordance with those requirements, and we aim to follow the same practical standards even where an exemption may apply.

2. Using this website

By accessing the website you agree to this policy. If you do not agree, do not use the website.

We aim to keep website information accurate and current but may update products, pricing, availability, imagery and content without notice. Images and on-screen colours are illustrative and may vary from physical products.

You are responsible for keeping account credentials secure and for activity performed through your account. Tell us promptly if you suspect unauthorised access. You must provide accurate information and must not impersonate another person or business.

You may use the website for genuine personal or business purchasing, design and enquiry purposes. You must not interfere with the website, introduce malicious code, scrape content, overload systems, bypass access controls, misuse customer information, copy protected designs or use the website unlawfully.

Unless otherwise stated, the website, PÂNE branding, text, photographs, graphics, templates, software and designs are owned by or licensed to us. No rights are granted except the limited right to use the website for its intended purpose.

We do not guarantee uninterrupted or error-free access. Access may be suspended for maintenance, security, legal or operational reasons, and to the extent permitted by law we are not responsible for loss caused solely by outages or events beyond our reasonable control.

3. Information we collect

• Identity and contact information, including your name, business name, email address, telephone number and delivery address.
• Account information, saved designs, order history and customer identifiers.
• Order and transaction information, including products, quantities, prices, currency, payment status, shipping and tracking information. We do not receive or store your complete payment-card number.
• Artwork and business materials, including logos, images, brand colours, fonts, QR codes, URLs, contact details, written instructions and other uploaded files.
• Review submissions, including business name, country, industry, review text and any photographs you upload through a review link.
• Communications, enquiries, feedback, proof approvals, revision requests and internal service notes.
• Technical information such as IP address, browser, device, pages viewed, cookies and analytics events.
• Advertising and attribution information, including referral source, campaign interactions, ad identifiers and actions taken on the website after viewing or selecting an advertisement.
• Marketing preferences, consent records, unsubscribe status, delivery results, bounces and complaints.

4. How and why we use it

We collect information directly from you when you visit the website, create an account, join a waitlist, make an enquiry, upload files, place an order, approve a proof, use Concept Studio, submit a review, communicate with us or interact with an email. We may also receive information from the providers listed below.

• To provide quotes, process orders, create proofs, manufacture and deliver products.
• To create and manage accounts, saved designs, customer records and credit codes.
• To communicate confirmations, proofs, production updates, tracking information and service messages.
• To provide support, investigate issues, process lawful refunds or reprints and keep business records.
• To publish reviews and customer photographs where they have been submitted for that purpose.
• To improve the website, products, customer experience, security and fraud prevention.
• To measure website use and advertising performance and attribute orders or enquiries to campaigns, where consent is required and has been given.
• To send marketing where consent exists or is otherwise permitted by law, and to manage unsubscribe and suppression records.
• To comply with legal, tax, accounting, regulatory and dispute-resolution obligations.

5. Service providers and disclosure

We disclose personal information to service providers only to the extent reasonably necessary for them to perform services for us:

• Stripe, for payment processing, fraud prevention, refunds and payment disputes;
• Lovable, for website and database services, and [CONFIRM SUPABASE OR OTHER DATABASE PROVIDERS];
• Resend, for transactional and marketing email delivery;
• Google Workspace and Google Sheets, for business records and order administration;
• Google Analytics and Google Ads, for website analytics, campaign measurement, attribution and advertising;
• Meta Platforms, including Meta Ads and Meta Pixel, for advertising measurement, audience creation and campaign optimisation;
• shipping, postal, courier and fulfilment providers;
• professional advisers, insurers, regulators and authorities where required or permitted by law.

Some providers may store or process information outside Australia and their locations may change. Where required, we take reasonable steps to ensure overseas handling is consistent with applicable privacy requirements. Known overseas data locations: [INSERT COUNTRIES, OR “locations used by our service providers as described in their privacy policies”]

We do not sell personal information.

6. Payments, Google and Meta

Stripe processes payments and may use personal information to authorise transactions, prevent fraud, manage disputes and comply with legal obligations, under its own privacy policy. We receive transaction details such as payment status, amount, currency and a payment or customer identifier, but not your complete card number.

Google Analytics and Google Ads may use cookies, device information, IP addresses, advertising identifiers and website-event data to help us understand website use, measure campaign performance, attribute enquiries or purchases and show or measure advertising.

Meta Ads and Meta Pixel may receive cookie identifiers, device and browser information, IP address and website-event data to measure advertising performance, create audiences and improve campaign relevance. If customer-list audience features are enabled, contact information may be hashed before being provided to Meta. Google and Meta handle that information under their own privacy policies and controls.

7. Cookies and similar technologies

Cookies are small files or identifiers used to remember settings, maintain sessions, understand website use, improve performance and, where enabled, measure marketing activity. This website uses:

• Strictly necessary cookies for security, Stripe checkout and payment processing, account access, saved designs and core website functions;
• Preference cookies that remember selections and improve usability;
• Analytics cookies, currently Google Analytics, that help us understand traffic and performance;
• Advertising and measurement cookies, currently Google Ads and Meta Pixel, where enabled.

Where consent is required, non-essential analytics and advertising technologies are not activated until you make a choice through the website cookie controls. You can change or withdraw that choice at any time through those controls, your browser settings, or the advertising controls offered by Google and Meta. Withdrawing consent does not affect processing that occurred before withdrawal. Blocking necessary cookies may prevent checkout, accounts or saved-design features from working correctly.

8. Artwork, reviews and retention

Customer-supplied artwork and files are treated as confidential and used to prepare, produce and fulfil orders, maintain records and address quality issues. We may retain copies for as long as reasonably needed for those purposes, legal obligations, repeat-order support and dispute management, and will delete or de-identify them when no longer reasonably required, subject to backups and legal retention requirements.

Content submitted through a review link is published under the licence set out in the Terms and Conditions of Purchase. You may ask us to remove a published review or photograph at any time.

9. Security

We use reasonable administrative, technical and organisational measures to protect personal information. No online transmission or storage system is completely secure and we cannot guarantee absolute security.

10. Marketing communications

We send marketing communications where the recipient has consented or where otherwise permitted by law. Marketing messages identify PÂNE and provide a working unsubscribe method, and unsubscribe requests are actioned within the legally required period. Transactional messages about an order, payment, proof, production or tracking may still be sent where necessary to provide the service.

11. Access, correction and complaints

You may request access to, or correction of, personal information we hold by contacting hello@panemirror.com. We may need to verify your identity and may refuse or limit access where permitted by law, explaining the reason where required.

Privacy questions or complaints may be sent to the same address. We will investigate and respond within a reasonable period. If the Privacy Act applies and you are not satisfied, you may contact the Office of the Australian Information Commissioner.

12. Governing law, changes and contact

This policy is governed by the laws of Western Australia, Australia. We may update it from time to time, and the current version and effective date will be published on the website. Contact hello@panemirror.com with any questions.