Privacy policy

Privacy Policy

Last updated: August 2026

Flat Out International is committed to protecting your privacy and handling personal information responsibly. This policy explains how we collect, hold, use and disclose personal information when you interact with us, purchase our products, use our website or contact our team.

We are guided by the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth). More information about the APPs is available from the Office of the Australian Information Commissioner at www.oaic.gov.au.

What personal information do we collect?

Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable.

Depending on how you interact with us, we may collect information including:

• your name;
• billing and delivery addresses;
• email address and phone number;
• order and purchase history;
• customer service correspondence and enquiry details;
• warranty, repair and product-support information;
• information you provide when entering a promotion, competition or event;
• marketing preferences; and
• technical information generated when you use our website, such as IP address, browser or device information, and information collected through cookies or similar technologies.

We generally collect personal information directly from you, including when you place an order, contact us by phone or email, use our website at https://flatoutmultireel.com.au, request support, submit a form or interact with our marketing.

In some circumstances, information may also be provided to us by a third party where this is reasonably necessary for us to provide our products or services.

Why do we collect, use and disclose personal information?

We may collect, hold, use and disclose personal information to:

• process, fulfil and deliver orders;
• communicate with you about orders, enquiries and customer service matters;
• provide product support, repairs and warranty assistance;
• maintain customer and purchase records;
• process payments, credits and refunds;
• manage competitions, promotions, events and customer communications;
• improve our products, website, services and customer experience;
• send marketing communications where permitted, with the ability to unsubscribe;
• prevent fraud, misuse or security threats; and
• meet our legal, accounting and regulatory obligations.

We may also use or disclose personal information for a related purpose where you would reasonably expect us to do so, or otherwise where permitted or required by law.

Sensitive information

Sensitive information includes information or an opinion about matters such as a person's racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union or professional association membership, criminal record, health information and certain biometric information.

We do not generally need to collect sensitive information. If we do, we will handle it in accordance with applicable privacy laws, including by obtaining consent where required.

Disclosure to third parties

We may disclose personal information to third parties where reasonably necessary to operate our business, provide our products and services, process orders or assist our customers.

These third parties may include:

• warehousing and fulfilment providers;
• freight, postal and courier companies;
• payment processors and financial service providers;
• ecommerce, customer service and business software providers;
• website hosting, IT and data-storage providers;
• email, marketing and communications providers;
• professional advisers and other service providers; and
• government, regulatory or law-enforcement bodies where required or authorised by law.

For example, we provide the information needed to fulfil and deliver an order to our third-party warehouse and the relevant courier.

We only disclose personal information for purposes connected with providing or managing our products, services and business, or otherwise where permitted or required by law.

Payments

Payments made through our website are processed using payment service providers. Payment card information is handled through those payment systems and we do not need to store your full payment card details in our ordinary customer records.

Overseas access and service providers

Some of our service providers, technology platforms or team members may be located outside Australia, or may process or access information using systems located outside Australia.

Where personal information is disclosed or made accessible overseas, we take reasonable steps to ensure it is handled appropriately and in accordance with applicable Australian privacy requirements.

The locations used by our service providers may change from time to time. You can contact us if you would like further information about overseas handling relevant to your personal information.

Security and retention of personal information

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.

We retain personal information for as long as reasonably necessary for the purposes for which it was collected, including providing customer support, maintaining warranty and transaction records, and meeting legal, accounting and regulatory obligations.

When personal information is no longer required, we take reasonable steps to securely destroy or de-identify it.

Accessing or correcting your personal information

You may request access to the personal information we hold about you, or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading, subject to any exceptions permitted by law.

To protect your information, we may need to verify your identity before providing access or making a correction.

We do not generally charge for making an access request, although reasonable administrative costs may apply in some circumstances where permitted by law.

Marketing communications

Where permitted, we may use your contact details to send you information about Flat Out products, offers, news or promotions.

You can unsubscribe from marketing communications at any time using the unsubscribe option provided or by contacting us.

Cookies and website technologies

Our website and the services that support it may use cookies and similar technologies to operate the website, remember preferences, understand website usage, improve performance and support marketing or analytics activities.

Your browser may allow you to control or disable cookies, although some website features may not work as intended if cookies are disabled.

Privacy complaints and enquiries

If you have a question, would like to access or correct your personal information, or have a complaint about how we have handled your personal information, please contact us using the details below.

We will review your concern, may contact you if further information is required, and will respond within a reasonable period.

If you are not satisfied with our response, you may also be entitled to contact the Office of the Australian Information Commissioner.

Flat Out International
20 Swift St
Port Macquarie NSW 2444
Phone: 02 4474 0662

Policy updates

We may update this Privacy Policy from time to time to reflect changes to our business, systems, service providers or legal obligations. The current version will be published on our website.