Privacy policy

At HeroPlane Pty Ltd (HeroPlane®), we respect your privacy and are committed to protecting your personal information.

This Privacy Policy explains how we collect, use, disclose and protect your personal information when you visit or make a purchase from our website, heroplane.com.au, create an account, contact us, subscribe to our communications, or otherwise interact with HeroPlane®.

Personal Information We Collect

When you visit our website, place an order, create an account, contact us or otherwise use our services, we may collect personal information including:

  • Your name, billing address and shipping address
  • Email address and telephone number
  • Order and transaction information
  • Payment-related information
  • Account information and preferences
  • Communications and enquiries you send to us
  • Information about your device, browser, IP address and how you interact with our website
  • Marketing preferences and information relating to your interactions with our communications

We generally collect personal information directly from you when you place an order, create an account, contact us, subscribe to marketing communications or otherwise provide information to us.

Certain technical information may also be collected automatically through cookies and similar technologies when you use our website.

How We Use Your Personal Information

We may use your personal information to:

  • Process, fulfil and deliver your orders
  • Process payments and transactions
  • Communicate with you regarding your orders, enquiries or requests
  • Provide customer service and support
  • Manage customer accounts
  • Arrange shipping, delivery, returns, replacements or refunds
  • Detect and help prevent fraudulent or unauthorised transactions
  • Operate, maintain and improve our website and services
  • Understand how customers use our website
  • Comply with applicable legal, tax and regulatory requirements
  • Send marketing communications, product information and promotional offers where you have consented or where otherwise permitted by law

You may unsubscribe from marketing communications at any time by using the unsubscribe option provided in our marketing emails or by contacting us.

Shopify

Our online store is hosted by Shopify, which provides the ecommerce platform that enables us to offer our products and services online.

Shopify may collect and process personal information in connection with your use of our online store, including information required to operate the website, process transactions, provide security and support ecommerce functionality.

Shopify may process personal information in countries outside Australia in accordance with its own privacy practices.

You can learn more about how Shopify processes personal information through Shopify's Privacy Policy.

Payments

Payments made through our website are processed using payment providers made available through Shopify or other payment services displayed at checkout.

HeroPlane® does not generally receive or store your complete payment card details. Payment information is processed by the relevant payment provider in accordance with its own security and privacy practices.

The payment methods available to you may vary depending on your location, device and checkout method.

Sharing Personal Information

We may disclose personal information to third parties where reasonably necessary to operate our business and provide our services, including:

  • Shopify and ecommerce service providers
  • Payment processors
  • Shipping, postal and courier companies
  • IT, website hosting and technical service providers
  • Analytics and advertising providers
  • Professional advisers, accountants and other business service providers
  • Government, regulatory or law enforcement authorities where required by law

We only disclose personal information where reasonably necessary for legitimate business purposes, to provide our services, or where required or permitted by applicable law.

We do not sell personal information in the ordinary meaning of selling customer information for monetary payment.

International Disclosure and Processing

HeroPlane® is based in Australia and serves customers in Australia and selected international destinations.

Some of the service providers we use, including ecommerce, payment, technology, analytics and shipping providers, may process or store personal information outside Australia. The countries involved may vary depending on the service provider, customer location and services used.

Where personal information is transferred or processed internationally, we take reasonable steps to use reputable service providers and handle personal information in accordance with applicable privacy requirements.

Cookies and Similar Technologies

Our website uses cookies and similar technologies to operate and improve the online store.

Cookies may be used to:

  • Keep the website and shopping cart functioning correctly
  • Remember preferences and account information
  • Maintain website security
  • Understand website traffic and usage
  • Measure website performance
  • Support analytics, advertising and marketing activities where applicable

Some cookies are necessary for the operation of our website, while others may be used for analytics or marketing purposes.

You may be able to manage cookies through your browser settings or through privacy and cookie controls made available on our website. Disabling certain cookies may affect the functionality of the website.

Shopify provides further information about cookies used through its platform in its Shopify Cookie Policy.

Analytics and Advertising

We may use analytics and advertising services to understand how visitors interact with our website, measure website performance and improve our products, services and marketing.

Depending on the services enabled on our store, these providers may collect information such as your IP address, device information, browser information, website activity and interactions with advertisements.

Where required by applicable law, analytics or advertising technologies will be used subject to the appropriate consent or privacy choices.

Security

We take reasonable administrative, technical and organisational measures to protect personal information against loss, misuse, unauthorised access, modification or disclosure.

However, no method of transmitting information over the internet or storing information electronically is completely secure, and we cannot guarantee absolute security.

You are responsible for keeping your account credentials confidential and should contact us if you believe your account or personal information has been compromised.

Data Retention

We retain personal information for as long as reasonably necessary to provide our services, maintain business and transaction records, comply with legal, accounting and tax obligations, resolve disputes and enforce agreements.

The period for which information is retained may vary depending on the type of information and the reason it was collected.

When personal information is no longer reasonably required, we will take reasonable steps to delete, destroy or de-identify it where appropriate and subject to applicable legal requirements.

Access and Correction

You may request access to personal information that we hold about you or ask us to correct information that is inaccurate, incomplete or out of date.

To make a request, please contact us using the details provided at the end of this Privacy Policy.

We may need to verify your identity before processing certain privacy requests.

Your Privacy Rights

Depending on where you live, you may have additional rights regarding your personal information under applicable privacy laws.

These may include rights to request access to, correction or deletion of personal information, restrict or object to certain processing, withdraw consent where processing is based on consent, or request information about how your personal information is handled.

Some rights are subject to exceptions or limitations under applicable law.

To exercise a privacy right, please contact us using the details below.

European Economic Area and United Kingdom

If you are located in the European Economic Area (EEA) or United Kingdom, applicable data protection laws may provide additional rights in relation to your personal information.

Where applicable, we process personal information on one or more lawful bases, which may include:

  • Your consent
  • Performance of a contract with you, including processing and fulfilling your order
  • Compliance with legal obligations
  • Our legitimate interests, where those interests are not overridden by your rights and interests

Subject to applicable law, you may have rights including access, correction, deletion, restriction of processing, objection to processing and data portability. Where processing is based on consent, you may withdraw your consent.

You may also have the right to lodge a complaint with the relevant data protection authority in your country.

Australian Privacy

Where the Australian Privacy Act 1988 (Cth) and Australian Privacy Principles apply to HeroPlane®, we handle personal information in accordance with those requirements.

You may contact us to request access to or correction of personal information we hold about you or to raise a privacy concern or complaint.

If you make a privacy complaint, we will review the matter and respond within a reasonable period. If you are not satisfied with our response, you may have the right to contact the Office of the Australian Information Commissioner (OAIC).

Office of the Australian Information Commissioner

Children's Privacy

Our website and services are intended for a general audience and are not specifically directed at children.

We do not knowingly collect personal information from children in circumstances where parental or guardian consent is required by applicable law.

If you believe that a child has provided personal information to us inappropriately, please contact us so that we can review the matter.

Third-Party Links

Our website may contain links to third-party websites or services.

HeroPlane® is not responsible for the privacy practices, security or content of third-party websites. We encourage you to review the privacy policies of any third-party websites or services that you use.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business practices, website, services, technology or legal requirements.

When we update this Privacy Policy, we will revise the Last updated date shown at the top of this page.

We encourage you to review this Privacy Policy periodically.

Contact Us

If you have any questions about this Privacy Policy, would like to exercise your privacy rights, request access to or correction of your personal information, or make a privacy-related complaint, please contact us:

HeroPlane Pty Ltd
Unit 6, 136 Keys Road
Cheltenham, VIC 3192
Australia

Email: info@heroplane.com.au
Phone: +61 402 997 917

We will review and respond to privacy enquiries and complaints in accordance with applicable privacy laws.

Last updated: 7 September 2026