Privacy Policy
This Policy was last reviewed and updated on 19/06/2024
Privacy Policy
My Mat Pilates values and respects the privacy of the people we deal with.
My Mat Pilates is committed to protecting your privacy and complying with the Privacy Act 1988, National Code of Practice for the Health and Fitness Industry, PPA (Pilates Association Australia) Code of Ethics and Code of Practice.
This Privacy Policy (Privacy Act 1988) describes how we collect, hold, use and disclose your personal information, and
how we maintain the quality and security of your personal information.
What is personal information?
“Personal information” means any information or opinion, whether true or not, and whether recorded in a material form or not, about an identified individual or an individual who is reasonably identifiable. In general terms, this includes information or an opinion that personally identifies you either directly (e.g. your name) or
indirectly.
What personal information do we collect?
The personal information we collect about you depends on the nature of your dealings with us or what you choose to share with us.
The personal information we collect about you may include:
- name and emergency contact information
- mailing or street address
- date of birth
- email address
- phone number
- exercise screening information if requiring a 1:1 personal training session overview
If we collect your sensitive information, we will do so only with your consent, if it is necessary to prevent a serious and imminent threat to life or health, or as otherwise required or authorised by law, and we take appropriate measures to protect the security of this information.
You do not have to provide us with your personal information. Where possible, we will give you the option to interact with us anonymously. However, if you choose to deal with us in this way or choose not to provide us with your personal information, we may not be able to provide you with our services or otherwise interact with you.
How do we collect your personal information?
We collect your personal information directly from you when you:
- interact with us over the phone
- interact with us in person
- interact with us online
- participate in surveys or questionnaires
- attend a My Mat Pilates event/class
- subscribe to our mailing list
- apply for a position with us as an employee, contractor or volunteer
- interaction through social media
Collecting personal information from third parties.
We may also collect your personal information from third parties or through publicly available sources, for example from social media platforms such as Facebook, Instagram etc.
How do we use your personal information?
We use personal information for many purposes in connection with our functions and activities, including the following purposes:
-provide you with information or services that you request from us
- deliver to you a more personalised experience and service offering
- improve the quality of the services we offer
- internal administrative purposes
- marketing and research purposes
Disclosure of personal information to third parties.
We may disclose your personal information to third parties in accordance with this Policy in circumstances where you would reasonably expect us to disclose your information.
Transfer of personal information overseas.
Some of the third-party service providers we disclose personal information to may be based in or have servers located outside of Australia. Where we disclose your personal information to third parties overseas, we will take reasonable steps to ensure that data security and appropriate privacy practices are maintained. We will only disclose to overseas third parties if:
- you have given us your consent to disclose personal information to that third party; or
we reasonably believe that:
- the overseas recipient is subject to a law or binding scheme that is, overall, substantially similar to the
APPs; and
- the law or binding scheme can be enforced; or
- the disclosure is required or authorised by an Australian law or court / tribunal order.
How do we protect your personal information?
My Mat Pilates will take reasonable steps to ensure that the personal information that we hold about you is kept confidential and secure, including by:
- having a robust physical security of our premises and databases / records
- taking measures to restrict access to only personnel who need that personal information to effectively
provide services to you
- having technological measures in place (for example, anti-virus software, fire walls)
The My Mat Pilates website uses cookies. A cookie is a small file of letters and numbers the website puts on your device if you allow it. These cookies recognise when your device has visited our website before, so we can distinguish you from other users of the website. This improves your experience and My Mat Pilates
website. We do not use cookies to identify you, just to improve your experience on our website. If you do not wish to use the cookies, you can amend the settings on your internet browser so it will not automatically download cookies. However, if you remove or block cookies on your computer, please be aware that your browsing
experience and our website’s functionality may be affected.
Our website uses Webador to help us better understand visitor traffic, so we can improve our services. Although this data is mostly anonymous, it is possible that under certain circumstances, we may connect it to you.
We may send you direct marketing communications and information about our services, opportunities, or events that we consider may be of interest to you if you have requested or consented to receive such communications. These communications may be sent in various forms, including mail, SMS, fax and email, in accordance with applicable marketing laws, such as the Australian Spam Act 2003. You consent to us sending you those direct marketing communications by any of those methods. If you indicate a preference for a method of communication, we will endeavour to use that method whenever practical to do so. You may opt-out of receiving marketing communications from us at any time by following the instructions to “unsubscribe'' set out in the relevant communication provided where required and contacting us using the details set out in the “How to contact us” by filling in the form in the contacts tab. In addition, we may also use your personal information or disclose your personal information to third parties for the purposes of advertising, including online behavioural advertising, website personalisation, and to provide targeted or retargeted advertising content to you (including through third party websites).
Retention of personal information.
We will not keep your personal information for longer than we need to. In most cases, this means that we will only retain your personal information for the duration of your relationship with us unless we are required to retain your personal information to comply with applicable laws, for example record-keeping obligations.
How to access and correct your personal information.
My Mat Pilates will endeavour to keep your personal information accurate, complete and up to date. If you wish to make a request to access and / or correct the personal information we hold about you, you should make a request by contacting us and we will usually respond within 5 working business days. We will deal with such a request by following the procedure outlined below:
- only you or a person you authorise, such as a legal guardian or authorised agent, can request the correction of your personal information.
An organisation or agency must be satisfied the request came from you or the person you authorised. You may be asked to put your request in writing or for information that identifies you.
Links to third party sites.
My Mat Pilates website(s) may contain links to websites operated by third parties. If you access a third party website through our website(s), personal information may be collected by that third party website. We make no representations or warranties in relation to the privacy practices of any third-party provider or website and we are not responsible for the privacy policies or the content of any third-party provider or website. Third party providers / websites are responsible for informing you about their own privacy practices and we encourage you to read their privacy policies.
Inquiries and complaints.
For complaints about how My Mat Pilates handles, processes or manages your personal information, please contact My Mat Pilates through mymatpilates@outlook.com.au directly or through the contact page. Note we may require proof of your identity and full details of your request before we can process your complaint. Please allow up to 5 working business days for My Mat Pilates to respond to your complaint. It will not always be possible to resolve a complaint to everyone’s satisfaction. If you are not satisfied with My Mat Pilates’s response to a complaint, you have the right to contact the Office of Australian Information Commissioner at (www.oaic.gov.au/) to lodge a complaint.
Class Cancellation Policy
Clients must provide a minimum of 24 hours' notice to cancel or reschedule a training session. If a client cancels or reschedules a session with less than 24 hours' notice, the session will be considered a "late cancel" and will be charged at the full rate. These are in alignment with bookings for 1:1, 1:2 and Group Bookings. If a client has booked a one-week class pass this is a flexible booking and can be rescheduled at no extra cost. If a person has booked either a two or three class pass this must be used within the same week.
SHIPPING TERMS AND CONDITIONS
Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. You will also be required to pay the return shipping cost.
To start a return, you can contact us at mymatpilates@outlook.com.au If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at mymatpilates@outlook.com.au
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Delivery and Shipping
All carriers used by us are independent. Once the goods are dispatched from our warehouse the carriers are responsible for your goods. Each carrier has specific terms and conditions. If your goods are damaged in transit, you should immediately notify the carrier and My Mat Pilates will assist you in what course of action to take once the damage has been assessed in accordance with Australian Consumer Law and the terms and conditions of the carrier insurance.
In most cases we can provide you with a tracking number.
Provided your goods are in stock at the time of purchase your goods will be dispatched once payment has been received. The delivery times may vary depending on the state you live in and how close to the capital cities you live. In most cases you will receive your goods in 1 to 6 days if you live in Victoria, New South Wales or Queensland. Times will be longer for people who live in Tasmania, Western Australia and the Northern Territory and in most cases delivery times to these states will be from 4 to 12 days after payment is received.
Products must be paid for in full before being delivered and freight payments must also be paid in full before the product will be dispatched. Please note that the estimated times above are only quoted as a guide and My Mat Pilates accepts no responsibility if these times are inaccurate at the time of delivery. With most carriers we are able to track your order through your consignment note number. Give us a call if you are concerned about your delivery time.
How to contact us:
If you have a question or concern in relation to our handling of your personal information or this Policy, you can contact us for assistance as follows:
Email
mymatpilates@outlook.com.au
Contact Number
0455154038