Privacy policy

Last updated: 1 November 2026

This policy explains how ClipWireless Pty Ltd (ABN 14 654 894 667) ("ClipWireless", "we", "us") collects, uses, shares and protects your personal information. We follow the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

It covers clipwireless.com.au, our live chat, our return, warranty and repair requests, our trade-in service (once it opens), emails with us, and orders you place with us on Back Market, Reebelo and eBay.

What we collect, and why

When you shop with us

Your name, email, phone number, billing and delivery addresses, and what you ordered. We need these to process, deliver and support your order.
Payments are handled by our payment providers, such as Shopify Payments, Afterpay and Klarna. We don't see or store your full card details.
If you create an account, Shopify emails you a one-time code to sign in, so we never hold a password for you.
Our back office records which device (by serial number) went in your order, who packed it and when. This helps us get orders right and handle returns and warranty claims. Only our team can see it.

When you use live chat

We collect your messages, the page you're on, and your email and order number if you give them.
An AI assistant answers first. It can check stock and, with your order number and email, your order's status.
Our team can read the chat and join in. If they reply after you've left, we email you.
We store chats so our team can follow up.

When you email us

We collect your email address, your message and any attachments.
An AI assistant reads your email and drafts a reply. A member of our team checks every draft, and nothing is sent until they approve it.

When you make a return, warranty claim or repair request

Your order number and email (we email you a code to check it's you), your answers, up to 6 photos, your address for the return label, and your messages with our team.

When you trade in a device

Your email and mobile number. We send a code to each to confirm them.
An ID check: a photo of your driver licence or passport and a selfie. Our ID check provider, Stripe, checks them. We keep only your name, date of birth, address and ID number and type. We never keep the photos.
Why we need ID: NSW law requires second-hand dealers to record who they buy from. You must be 18 or older, and if the check shows you're under 18, we don't keep your details.
Your bank account or PayID, so we can pay you. We encrypt them.
The trade-in record: your typed name as your signature, your IP address, the device's serial number and IMEI, and notes from our device check.
ClipWireless Wallet: if you're paid into your ClipWireless Wallet (store credit you can spend with us), we keep its details and balance history. To check whether you're a returning customer, we match your confirmed email, mobile and name against our order records.

When you join ClipCommunity

Your email, and what you'd like to hear about: new stock and offers, restock alerts, or ClipCars.

When you buy from us on Back Market, Reebelo or eBay

The marketplace passes us your name, delivery address, phone number and order details, so we can send your order and handle returns and warranty. The marketplace's own privacy policy also applies.

When you browse our website

Cookies and similar tools collect your IP address, device and browser type, the pages you view, and what you add to your bag.
We use them to run the shop (your bag and checkout), remember your choices, and understand how people use the site.
You can block or delete cookies in your browser settings, but some parts of the shop may not work without them.
We use Shopify's analytics and Google's tools (such as Google Search Console and Google Analytics) to understand how people use the site, and Yotpo to show product reviews.

You don't have to give us your details. You can browse, and use live chat, without telling us who you are. But we can't sell you a device, deliver it or buy your trade-in without them.

How we use it

To sell, deliver and support your order, and to handle returns, warranty claims and repairs.
To buy your trade-in, pay you and keep the records the law requires.
To answer your questions.
To prevent fraud and keep our systems secure.
To email you about new stock and offers, if you've agreed. Every email has an unsubscribe link.
To improve our website and service.
To meet our legal obligations, such as tax and NSW second-hand dealer records.

AI and automated decisions

AI assistant. Our live chat is answered by an AI assistant, and the chat window labels it "AI assistant". AI also drafts our email replies and helps our team summarise conversations. Anthropic provides the AI.

Automated decisions. Software makes some decisions:

your trade-in price, worked out from your answers;
whether you pass the trade-in ID check, including the age check (done by Stripe);
whether you qualify for the ClipWireless Wallet as a returning customer;
fraud screening at checkout (done by Shopify).

If you think one of these got it wrong, email us and a person will review it.

Who we share it with

We don't sell your personal information. We share it only as needed with:

Shopify, which runs our online store, checkout, customer accounts and store credit;
payment providers, such as Shopify Payments, Afterpay and Klarna;
Australia Post, to deliver orders and make return labels;
Cloudflare, which hosts our live chat, request forms, trade-in service and back office, and stores chats, photos and requests;
Google Workspace, for our email;
Anthropic, which provides our AI assistant;
Slack, where our team receives chat handovers and email drafts;
Resend, which sends our emails, and Twilio, which sends our text-message codes;
Stripe, for trade-in ID checks, and Airwallex, for trade-in payments;
Back Market, Reebelo and eBay, for orders placed with them (for example, tracking numbers);
analytics and review providers: Google and Yotpo;
NSW Police, who receive records of the devices we buy, as NSW second-hand dealer law requires;
others when the law requires it, or to protect our rights (for example, our lawyers and accountants).

Information stored overseas

Many of these providers store or process information outside Australia, including in the United States, Canada and the European Union. We use established providers and take reasonable steps to make sure they protect your information.

How we protect it

Only our team can see customer information. Each person signs in with a one-time code or Face ID.
Bank details are encrypted, and our team sees only the last 3 digits.
Our systems record who did what, and when.
Photos from returns and trade-ins are private, and we share them only through links that expire.

If a data breach is likely to cause you serious harm, we'll tell you and the Office of the Australian Information Commissioner (OAIC), as the law requires.

How long we keep it

Orders and invoices: as long as tax law requires, usually 5 years.
Trade-in ID details and records: 3 years, as NSW law requires. Then we delete them and keep only an anonymous record (the device, the price and the dates). We never keep your ID photos.
Chats, emails, and return and repair requests: as long as we need them to support your orders, returns and warranty.
ClipCommunity: until you unsubscribe.

When we no longer need information, we delete it or de-identify it.

Access, correction and complaints

Access and correction. You can ask for a copy of the personal information we hold about you, or ask us to correct it. Email support@clipwireless.com.au. It's free. We'll confirm it's you and reply within 30 days.
Complaints. Email us with the details and we'll reply within 30 days. If you're not happy with our answer, you can complain to the OAIC at oaic.gov.au.

Children

Our shop isn't aimed at children. You must be 18 or older to trade in a device.

Changes

When our practices change, we'll update this policy and the date at the top.

Contact us

ClipWireless Pty Ltd · ABN 14 654 894 667
Suite 41/117 Old Pittwater Rd, Brookvale NSW 2100
support@clipwireless.com.au