Privacy Policy

Serena Apparel Pty Ltd trading as Relook (ABN 30 684 059 961) (“Relook”, “we”, “us”, “our”) is committed to protecting your personal information in accordance with the Privacy Act 1988 (Cth) (“Privacy Act”) and the Australian Privacy Principles (“APPs”). This policy explains what information we collect, why we collect it, how we use it, and your rights in relation to your information.

We collect personal information necessary to provide our marketplace services. This includes:

• Account information: Name, email address, date of birth, and profile photo
• Identity verification data: Government-issued ID documents and facial images, processed by Stripe Identity (identity verification provider)
• Payment information: Bank account details for payouts and card information for purchases, processed by Stripe (we do not store card numbers)
• Transaction data: Purchase history, sales history, rental history, and dispute records
• Listing data: Photos and descriptions of items you list for sale or rent
• Shipping data: Delivery addresses processed by Australia Post for postage label generation
• Usage data: App usage patterns, device information, and IP addresses for security and fraud prevention
• Communications: Messages sent between users on the platform and correspondence with our support team

We use your information to:

• Provide, operate, and improve the marketplace platform
• Verify your identity and prevent fraud and misuse
• Process payments and manage financial transactions
• Generate postage labels and facilitate delivery
• Resolve disputes between buyers and sellers
• Send transactional notifications (order updates, dispute alerts, payout confirmations)
• Send marketing communications where you have consented (you can unsubscribe at any time)
• Comply with our legal obligations under Australian law
• Enforce our Terms of Service

We share your information with the following third-party providers only as necessary to deliver our services:

• Stripe: Payment processing and payout management. Stripe may collect and process payment data subject to their own privacy policy at stripe.com/privacy
• Stripe Identity: Identity verification. Stripe processes ID documents and biometric data subject to their privacy policy at stripe.com/privacy
• Australia Post: Postage label generation and carrier integration. Delivery addresses are shared with Australia Post for label generation purposes
• Supabase: Database infrastructure and secure data storage. Supabase operates data infrastructure subject to their privacy policy

We do not sell your personal information to third parties for advertising or marketing purposes.

Your data is stored on secure servers located in Australia and the United States. We implement industry-standard security measures including:

• Encryption of data in transit (TLS) and at rest
• Access controls limiting data access to authorised personnel
• Regular security assessments and monitoring
• Secure deletion of data no longer required

Under the Privacy Act 1988, you have the right to:

• Access: Request a copy of the personal information we hold about you
• Correction: Request correction of inaccurate or incomplete information
• Deletion: Request deletion of your account and associated data (subject to legal retention requirements)
• Opt-out: Unsubscribe from marketing communications at any time
• Complaint: Lodge a complaint with the Office of the Australian Information Commissioner (OAIC) if you believe we have breached the APPs

To exercise any of these rights, contact us at privacy@relook.au. We will respond within 30 days.

Our website and app use cookies and similar tracking technologies for functionality, analytics, and security. You can control cookie settings through your browser or device settings. Disabling cookies may affect some platform functionality.

Relook is not intended for users under the age of 18. We do not knowingly collect personal information from minors. If you believe a minor has created an account, please contact us immediately.

We may update this privacy policy from time to time. We will notify you of material changes via email or in-app notification. Continued use of the platform after changes constitutes acceptance of the updated policy.

For privacy-related enquiries, contact our Privacy Officer at privacy@relook.au or write to: Serena Apparel Pty Ltd t/a Relook, Australia.