Privacy Policy

1. About this policy

This policy explains how Bitely Pty Ltd (ABN 22 685 183 331) and Bitely Care Pty Ltd (ABN 85 699 765 752) ("Bitely", "we", "us") collect, use, share and protect personal information. It applies to our website, apps and services. We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

2. What we collect

• Contact and account details: your name, phone number, email, delivery address and login details.
• Funding and care details: your funding program, how your plan is managed, your provider, plan manager or support coordinator, and reference numbers such as an NDIS number or client ID.
• Health and dietary information: allergies, intolerances, dietary needs and food preferences.
• Order and payment details: what you order, your order history, delivery records and payment records. Card details are handled by our payment provider, and we do not store full card numbers.
• Communications: records of your calls, messages and emails with us.
• Kitchen and partner details: for kitchens and business partners, business and contact details and compliance documents.
• Technical information: information about the device and browser you use to access our website and app.

Sensitive information. Health information and information about your care or disability supports is sensitive information. We collect it only with your consent, or the consent of the person authorised to act for you, and use it only to provide our services.

3. How we collect it

We collect most information directly from you. We also collect it from people acting for you, such as family members, carers, care partners, providers, plan managers and support coordinators. If you give us information about someone else, please make sure they know and agree.

4. How we use it

• To create and manage your account.
• To prepare, deliver and support your orders, including passing your dietary needs to your kitchen.
• To confirm your funding and invoice your provider or plan manager.
• To contact you about your orders and account.
• To collect feedback and improve our menus and service.
• To check that kitchens meet our standards.
• To meet our legal, tax and accounting obligations.
• To send you news and offers, unless you opt out.

5. Who we share it with

We share personal information only as needed to provide our services:

• Kitchens and delivery partners: your name, delivery details, order and dietary information, so they can prepare and deliver your meals.
• Your provider, plan manager or support coordinator: the order and invoice details needed to pay for funded meals.
• Service providers who help us run Bitely, such as providers of data hosting, payments, communications, address lookup and email. They may use your information only to provide their services to us.
• Professional advisers and insurers, where needed.
• Government bodies and others where the law requires or allows it.

We do not sell your personal information.

6. How we protect it

We store information with established cloud providers, encrypted in transit and at rest. Access is limited to team members who need it for their role, and everyone on our team must keep personal information confidential.

7. How long we keep it

We keep account information while your account is active. We keep order and transaction records for up to 7 years to meet tax and audit requirements. After that, we delete or de-identify them. Enquiries that do not go ahead are deleted when no longer needed.

8. Marketing and other messages

When you create an account, you agree to receive emails and messages from us about what is new at Bitely, such as new kitchens, menus and offers. You can opt out at any time by using the unsubscribe link, replying STOP to a text, or contacting us.

Opting out of marketing does not stop the service messages we need to send you, such as order and delivery updates, changes to your account details, and requests for feedback on your meals.

9. Cookies

We use only the cookies needed for our website and app to work. We do not use advertising cookies. If you use the translation feature on our website, the translation provider may set its own cookies.

10. Access, correction and deletion

You can ask for a copy of your personal information, or ask us to correct it, at any time. We will respond within 30 days. You can update most details in the app. You can delete your account in the app or by asking us, although we may keep records the law requires us to keep. You can make a general enquiry without giving your name, but we need your details to set up an account and deliver meals.

11. Data breaches

If a data breach is likely to cause serious harm, we will notify the people affected and the Office of the Australian Information Commissioner, as the law requires.

12. Complaints

If you have a concern about how we have handled your personal information, contact us and we will respond within 30 days. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

13. Changes to this policy

We may update this policy from time to time. The latest version is always on this page.

14. Contact us

Email info@bitely.com.au or call 0485 085 055, Monday to Friday, 11am to 8pm.