Snooze recognises the importance of protecting your privacy. This is our Privacy Policy and it tells you how we collect and manage your Personal Information.

We respect your rights to privacy, and manage your Personal Information in accordance with the Privacy Act 1988 (Cth) (“Privacy Act”) and other applicable privacy laws. For more information on privacy laws, visit www.oaic.gov.au.

Snooze is a manufacturer and retailer of mattresses, bedding and bedroom furniture in Australia. In this policy “Snooze Management”, means Snooze Management Pty Ltd ACN 006 232 720 and Snooze Sleep Well Pty Ltd ACN 006 298 755, “Snooze Franchise” means each independent Snooze retail franchise store, and “we”, “us” or “our” etc means both Snooze Management and each Snooze Franchise.

Our handling of your Personal Information depends on how you interact with us (for example, whether you are a customer, member of the Snooze Member Program, business partner, applying for a Snooze Franchise, etc).

SNOOZE FRANCHISES

We operate a franchise network of independent Snooze Franchises. If you purchase a Snooze product from a Snooze Franchise (the company identified by company name and ABN on the front of the customer invoice), then the provisions of this Privacy Policy apply to the collection of Personal Information by the Snooze Franchise in that transaction. Your Personal Information will be jointly held by Snooze Management and Snooze Franchises.

WHAT IS YOUR PERSONAL INFORMATION?

“Personal Information” has the same meaning as in the Privacy Act, which can be summarised as information or an opinion that can reasonably identify an individual. Generally, it includes any information that can be used to personally identify you.

WHAT PERSONAL INFORMATION DO WE COLLECT AND HOLD?

Depending on the nature of our relationship with you, we may collect the following types of Personal Information:

1. Initial identification details: name, residential address and date of birth;
2. Contact details: 1.   telephone number, and, mailing address, delivery address and email addresses;
3. Member Program information: name, email address, telephone number, purchase information and use of Member Program benefits. ;
4. Product and service information: details of the products and services you have purchased from us;
5. Business partner details: where you are engaged by us as a business partner (supplier), your role within the business and your contact details;
6. Feedback: information relating to you that you provide to us directly through your enquiries, our website or service centre.

It would be unusual for us to need to collect all or even most of the above information from you. The information we will require will depend on the specific service(s) that we provide to you and/or the specific interactions we have with you.

HOW DO WE COLLECT YOUR PERSONAL INFORMATION?

Direct collection: We collect your Personal Information directly from you unless it is unreasonable or impracticable to do so. When collecting Personal Information from you, we may collect in ways including:

• through your access and use of our website;
• during conversations and communications between you and our representatives;
• when you complete an application or purchase order or ask for a quote to be prepared;
• when you make an in-store or on-line purchase;
• when you contact us for further information or register your details on our website;
• your participation in surveys and other types of research;
• when you enter a promotion, sweepstake, or contest hosted by Snooze;
• when you subscribe to our mailing list or Snooze Member Program;
• when you post on social media with the #SnoozeMemberStyle, and we decide to share or publish content within that post;
• when you provide us with information via social media pages such as the Snooze Facebook page, Instagram or our Twitter account;
• when you apply for a franchise;
• when you supply goods or services to us;
• when you express interest in a particular Snooze service or product (as applicable); or
• when you submit a job application or résumé, including from your referees, and publicly available information about you.

Cookies and web tracking: Snooze Management uses tracking technologies such as cookies to recognise your browser each time it visits our site, and to track which pages you visit whilst on our site. We use this information to optimize our site and create a better online experience for you. Cookies are pieces of information that a website transfers to a computer’s hard disk to assist in managing customised website settings and delivering content. Most web browsers are set to accept tracking technologies such as cookies. If you do not wish to receive any cookies (other than those that are strictly necessary), you may set your browser to refuse them. However, in doing so, you may be unable to access certain pages or content on our website.

Remarketing: Our website uses various software platforms and analytics programs, such as Google AdWords, Google Analytics, and the Google Display Network, to serve ads to you on other websites after you have visited our website. This practice is known as remarketing and is a tool that Google and other digital providers offer to businesses. If you would like to opt-out of receiving advertising like this from Google you can manage these settings by visiting the Google Ads Preferences Manager.

Franchisees: When you provide your Personal Information to a Snooze Franchise, Snooze Management may collect this Personal Information from the Snooze Franchise, as part of operating the Snooze franchise network.

Third parties: We may also collect information from third parties such as law enforcement agencies, and other government agencies.

CAN YOU DEAL WITH US WITHOUT PROVIDING YOUR NAME?

Where practicable, you will have the option of not providing your name, or using a fake name, when you deal with us. This includes, for example, where you make a general enquiry.

In some circumstances however, if you do not provide us with the Personal Information described above, we may not be able to provide the requested products or services to you, or we may not be able to provide you with information that is specific to you.

FOR WHAT PURPOSES DO WE HANDLE YOUR PERSONAL INFORMATION?

Snooze handles your Personal Information to provide our products and services to you, to better understand your needs and provide you with better services, and to otherwise carry out our business.

We may use your Personal Information for purposes that are incidental to the sale and promotion of our goods and services, or for other purposes which are within your reasonable expectation or permitted by law.

The purpose for which we usually handle your Personal Information depends on how you interact with us (for example, whether you are part of the Snooze Member Program), but may include the following purposes:

To provide you with our products, services or customer service, including to:

• complete transactions in store or online;
• deliver products and services that you have purchased;
• communicate with you about products or services we are providing to you, and otherwise manage our relationship with you;
• provide our Snooze Member Program, including to provide discounts and other offers to members; and
• deal with queries, comments or customer service issues promptly whether by email, social media, telephone or mail.

Marketing, including to:

• keep you up-to-date with products, services, events or promotions we think would be of particular interest through a variety of channels. (You are able to “opt-out” from any direct marketing at any time);
• evaluate the effectiveness of our online advertising; and
• evaluate our website’s performance and to improve the content we display to you.

Business operations, including to:

• analyse our business, including for planning, marketing, research, recruiting and training purposes;
• enhance your customer experience in store and online and help us complete your transactions faster;
• administer our business, analyse trends, administer our website, track users’ movements, and gather broad demographic information;
• engage with our suppliers and contractors;
• support and assist Snooze Stores, including to process new franchisee applications; and
• ensure the health and safety of our premises, staff and customers, which may involve us collecting your health related information.

We may also use, collect and hold your information:

• to identify, monitor and prevent fraud and other criminal activities;
• when recruiting staff and engaging with contractors; and
• • for other purposes explained at the time of collection or which are required or authorised by or under law, and for which you have provided consent.

DISCLOSURE OF PERSONAL INFORMATION

We may disclose your Personal Information to:

• Service providers: including, without limitation, technology service providers of applications and systems, cloud computing facilities, development and technical support, data processing, storing, hosting, research and analysis, mailing houses, couriers, payment processors, data entry service providers, network administrators, debt collectors, third party product repairers, and professional advisors such as accountants, solicitors, business advisors and consultants.
• Business Partners: including, without limitation, our third party marketing agencies, membership program partners, Facebook, Twitter, Google, organisations we partner with for promotions or for distribution.
• Law enforcement: to any person, regulatory body or government agency in order to comply with any law.
• Purchasers of our business: if we sell some or all of our business to a third party, we will disclose all of your information to the new owner(s) in the process of undertaking that transaction or transactions.

Snooze Management may disclose your Personal Information to:

• Snooze Franchises, in order to fulfil your purchase of products that you have purchased online;
• our Related Bodies Corporate: (as that term is defined in the Corporations Act 2001 (Cth), in particular to our parent company and franchisees, where required to fulfil the above purposes.

Snooze Franchises may disclose your Personal Information to:

• Snooze Management, to update your purchase or contact details, add you as a member of the Snooze Member Program (if requested by you) and respond to a query or complaint or to receive backend IT support and other corporate services.

DIRECT MARKETING MATERIALS

We may send you direct marketing communications and information about our products and services that we consider may be of interest to you if you would reasonably expect us to do so in light of how we collected your Personal Information. These communications may be sent in various forms, including mail, SMS, social media and email, in accordance with applicable privacy and marketing laws, such as the Privacy Act (including Australian Privacy Principle 7) and the Spam Act 2003 (Cth), and only where you have not opted out from receiving such communications. If you indicate a preference for a method of communication, we will endeavour to use that method whenever practical to do so.

With your consent, we may provide your Personal Information to organisations that we partner with from whom we think you would like to receive further information.

At Snooze we only want to communicate with you if you want to hear from us. If you would like to unsubscribe from our marketing, you can do so via the unsubscribe link in each marketing communication. Please note that regardless of whether you opt out from receiving marketing communications, we will still communicate with you in relation to products or services we are providing you with (for example, a purchase receipt), or if we are required by law to provide you with information.

ACCESS AND CORRECTION

You may request access to any Personal Information we hold about you at any time by contacting us (see details below). Where we hold information that you are entitled to access, we will take reasonable steps to provide you with suitable means of accessing it (for example, by mailing or emailing it to you). If agreed with you beforehand, we may ask you to pay our reasonable administration costs involved, including in retrieving or posting your Personal Information.

There may be instances where we cannot grant you access to the Personal Information we hold. For example, we may need to refuse access if granting access would interfere with the privacy of others or if it would result in a breach of confidentiality. If that happens, we will give you written reasons for any refusal.

If you believe that Personal Information we hold about you is incorrect, incomplete or inaccurate, then you may request us to amend it. We will consider if the information requires amendment. In accordance with applicable privacy laws, if we do not agree that there are grounds for amendment, then we will provide you with a reason for our decision, and add a note to the Personal Information stating your request.

THIRD-PARTY WEBSITES

Links to third party websites on www.snooze.com.au are provided solely as a convenience to you. If you use these links, you will leave Snooze’s site. We are not responsible for any of these sites, their content or their usage of your Personal Information.

SECURITY

We are committed to ensuring the security of your Personal Information and uses industry standard security measures to safeguard and protect your information. This includes taking reasonable steps to ensure your Personal Information is protected from loss, misuse, unauthorised modification or disclosure. Some of the steps we take to protect your information include without limitation:

• utilising security restrictions on access to our systems such as passwords, secure servers, encryption technology, firewalls and anti-virus software;
• external and internal premises security.

 We retain Personal Information for as long as is necessary for the purpose for which it was collected or in some circumstances for longer periods where extended retention is required by law or regulation, and as necessary in order to defend our legal rights.

Snooze employees and service providers are obliged to respect the confidentiality and security of any personal information held by Snooze. However, Snooze cannot guarantee the security of your personal information and will not be held responsible for events arising from unauthorised access to personal information beyond Snooze’s reasonable control.

COMPLAINTS OR QUESTIONS

If you have any questions about this Policy, any concerns or a complaint regarding how we have handled your Personal Information, please contact our Privacy Officer using the details set out below.

Privacy Officer contact details:

Privacy Officer

Snooze Management Pty Ltd

Email: privacy@snooze.com.au

All complaints received will be dealt with fairly and in a timely manner considering all the circumstances of the complaint. If complaints are made to a Snooze Franchise store, they may be escalated to the Privacy Officer. We will acknowledge receipt of your complaint within a week, and endeavour to complete our investigation into your complaint promptly. In most cases, we expect that complaints will be investigated and a response generally provided within 30 days of receipt of the complaint. If the matter is more complex and our investigation may take longer, we will contact you and advise you of this.

If you are not satisfied with our response to a complaint, you may make a complaint to the Office of the Australian Information Commissioner at www.oaic.gov.au.

DEFINITIONS AND CHANGES

Snooze Management may make changes to this Privacy Policy from time to time for any reason. We will publish those changes on our website. If we make material changes to this Privacy Policy, we will endeavour to update you. This policy was last updated in November 2023.