Privacy Policy

Effective date: 19 June 2026 Trailworks Pty Ltd (ABN 52 691 737 229) Website: www.trailworks.com.au Privacy contact: sales@trailworks.com.au Address: Unit 6, 280 Great Southern Rd, Bargo NSW 2574, Australia

This policy explains how Trailworks handles personal information under the Privacy Act 1988 (Cth) and Australian Privacy Principles where they apply, and the New Zealand Privacy Act 2020 where Trailworks carries on business in New Zealand or that Act otherwise applies.

Information We Collect We collect information reasonably necessary to operate the business and provide products and services. This may include:

• name, email address, phone number, billing and delivery addresses
• account identifiers and authentication status
• cart, order, product configuration, payment status, refund, delivery and warranty records
• enquiries, quotes, correspondence and support records
• cookie choices, website interactions and analytics events where consent is required and obtained
• IP address, browser, device, security, fraud-prevention and audit information

Please do not send sensitive personal information unless we specifically request it and it is necessary.

How We Collect Information We usually collect information directly from you when you create an account, use the website, place an order, request a quote, contact us, or deal with us by phone, email or another channel.

We may also collect information indirectly from service providers and other people involved in a transaction, including Stripe, Clerk, couriers, payment networks, fraud-prevention services, suppliers, and a person purchasing or arranging delivery for you. Where required, we will take reasonable steps to notify you of an indirect collection, including the matters required by New Zealand Information Privacy Principle 3A.

Why We Collect It And What Happens If You Do Not Provide It We use personal information to operate the website; maintain carts and accounts; process payments, orders and refunds; arrange delivery or pickup; provide quotes, support and warranty assistance; prevent fraud and misuse; keep business, tax and audit records; improve the website where permitted; and comply with law.

Providing information is generally voluntary, but some details are required to create an account, process an order, deliver goods, respond to an enquiry, or verify a request. If required information is not provided, we may be unable to provide that service.

Payments Stripe processes checkout payments. Trailworks does not store raw card numbers, CVVs or full bank account credentials in its application. We receive transaction references, payment status, customer and billing details, fraud or verification results, and other information needed to reconcile and support an order.

Cookies And Website Tracking Essential cookies and similar technologies support carts, checkout, account access, security and saved privacy choices. They cannot be disabled through the Trailworks cookie banner because the requested service may not work without them.

Cookies and similar technologies we set directly:

• tw_cookie_consent — stores your cookie choices (essential; expires after 180 days)
• trailworks_guest_cart — keeps a guest shopping cart between visits (essential)
• tw_visitor_id — anonymous analytics identifier, set only after you accept analytics cookies (optional; expires after 12 months)
• trailworks-cookie-consent — browser storage copy of your cookie choices so we can honour them on future visits (essential; honoured for the same period as your choice)

Third-party services set their own cookies only when you use the related feature:

• Clerk sets authentication and session cookies when you sign in or create an account (essential for accounts)
• Stripe sets fraud-prevention and payment cookies during checkout (essential for payments)

Optional analytics and marketing technologies are off unless the applicable consent has been obtained, and consent choices are communicated using Google Consent Mode v2 signals where compatible services are in use.

You can reject non-essential cookies, and later change or withdraw consent at any time, using Cookie Settings in the footer.

We may disclose information where reasonably necessary to:

• Stripe and payment networks for payments, fraud checks and refunds
• Clerk for account authentication
• Netlify for website hosting and delivery
• Neon for database hosting
• hosting, database, security, analytics, cookie-management and technical providers
• Resend or another email provider for transactional messages
• couriers and freight providers for delivery and tracking
• Xero, accountants and advisers for invoicing, tax and business administration
• suppliers or manufacturers where needed to fulfil or support an order
• regulators, courts, law enforcement or other parties where authorised or required by law

We do not sell personal information.

Overseas Processing And Disclosure Trailworks is based in Australia and uses service providers with international operations. Information may be stored, accessed or processed in Australia, New Zealand, the United States, countries in the European Economic Area, and other locations used by those providers.

Where Australian Privacy Principle 8 or New Zealand Information Privacy Principle 12 applies to an overseas disclosure, we take reasonable steps to use recipients subject to appropriate privacy safeguards or rely on another lawful basis. Contact us if you want more current detail about likely locations for a particular service.

Marketing Communications We send commercial electronic messages only where we have consent or another lawful basis. Messages will identify the sender and include a functional unsubscribe method where required. We aim to action unsubscribe requests within five working days. Unsubscribing from marketing does not stop order, account, safety, recall or other service messages.

Security And Retention We take reasonable technical and organisational steps to protect personal information, including access controls, authentication, payment-provider segregation, logging, software maintenance and restricted administrative access.

We retain information only as long as reasonably needed for fulfilment, support, warranty, tax, accounting, legal, security and dispute purposes. When no longer required, we take reasonable steps to delete, destroy or de-identify it, subject to lawful retention obligations.

Access, Correction And Account Deletion You may request access to, or correction of, personal information we hold about you. New Zealand individuals may also ask us to attach a statement of correction if a requested correction is not made. We may verify identity and may refuse or limit a request only where law permits.

You may request account deletion, but we may retain transaction and related records where required for tax, accounting, warranty, fraud prevention, legal claims or other lawful purposes.

Privacy Breaches We assess suspected privacy breaches promptly and take reasonable steps to contain and remediate them. Where notification thresholds are met, we will notify affected individuals and the Office of the Australian Information Commissioner and/or New Zealand Office of the Privacy Commissioner as required.

Complaints Send a privacy complaint to sales@trailworks.com.au with enough detail for us to investigate. We will acknowledge and respond within a reasonable time.

If you are not satisfied, you may contact the Office of the Australian Information Commissioner at oaic.gov.au or, for matters within New Zealand jurisdiction, the Office of the Privacy Commissioner at privacy.org.nz.

Changes To This Policy We may update this policy when our practices, providers or legal obligations change. The current version and effective date will be published on this page. Material changes will apply prospectively unless law permits otherwise.