Michael’s SUPA IGA Leongatha (“we”, “our” or “us”) is committed to the protection of personal privacy within the scope of applicable law. This Privacy Policy covers our treatment of personal information that we collect, use and disclose.

We may update this Privacy Policy from time to time. The most current version will be located on our website, and is also available by contacting our Privacy Officer by email or at the address detailed below. By our website, or by providing any personal information to us, you consent to the collection, use and disclosure of your
personal information as set out in this Privacy Policy.

Types of personal information collected
The types of personal information that we collect and hold will vary depending on your dealings with us. This information may include any or all of the following:

• name, address(es), telephone number(s) and other contact details;
• electronic address(es);
• other personal information required to provide our services; and
• transaction details relating to your use of our products, services or benefits.

We will not collect sensitive information from you or any third party.

From time to time, you may provide us, and we may collect from you, personal information of a third party (for example, for delivery purposes). Where you provide the personal information of a third party, it is your responsibility to ensure that those persons are aware of this Privacy Policy, understand it and agree to accept it.
You do not have to provide us with any personal information, however if you do not do so we may not be able to provide you with the products, services or benefits you have requested.

How we collect personal information

Generally, we collect personal information directly from you, such as:

• when you submit information through our website or electronic communication;
• in person;
• in the course of us providing you with a requested product, service or benefit; or
• when you have other dealings with us.

Why we collect, use and disclose personal information
We will use the personal information we collect for the purpose disclosed at the time of collection, or otherwise as set out in this Privacy Policy. We will not use your personal information for any other purpose without first seeking your consent, or where authorised or required by law.

We will collect personal information for the following purposes:

• to establish and maintain your relationship with us;
• to provide information to you about our products and services
• to provide the products or services you have requested from us; or
• to answer any inquiry you make.

We may also disclose your personal information to third parties who work with us in our business to provide, promote or improve the products or services you have requested or are interested in, such as:

• manufacturers and suppliers; couriers and delivery contractors;
• marketing consultants and promotions companies; website hosts; and
• consultants and professional advisers.

Direct marketing
We will also use and disclose your personal information to send direct marketing to you from

• us;
• third parties who provide services to us.

The direct marketing may relate to:

• our products and services;
• the products and services of other parties;
• new developments we believe may be of interest to you.

You may opt-out of receiving this direct marketing through the unsubscribe function that will be made available to you with each direct marketing communication.

How we store and protect personal information
We store personal information in a combination of computer storage facilities, paper-based files and other records. In so doing, we have taken numerous steps to protect your personal information from misuse, interference and loss, and unauthorised access, modification or disclosure. Additionally, we take reasonable steps to destroy or permanently de-identify personal information when we no longer
need it.

The internet is not a secure method of transmitting information. Accordingly, other than where we use secure socket layer technology (SSL) to ensure information is securely transmitted and processed, we cannot and do not accept responsibility for the security of information you send to or receive from us over the internet, or for any unauthorised access or use of that information.

How you can access your personal information
We will take reasonable steps to make sure that the personal information we collect, use or disclose is accurate, complete and up to date. If your personal details change, such as your address or phone number, please contact our Privacy Officer by email or at the address detailed below. At your request, we will provide you with a copy of any personal information which we hold about you, unless an exception under the Privacy Act 1988 applies. We may charge a fee for retrieving this information, in which case we will inform you of the fee and obtain your agreement to that fee before providing the information.

We will promptly acknowledge and investigate any complaint about the way we manage personal information.

Cookies
Our website use cookies to track user traffic patterns and to better serve you when you revisit a website. A cookie is a small data file that a website may write to your hard drive when you visit it. A cookie file can contain information, such as a user ID which the website uses to track the pages you have visited. You can refuse all cookies by turning them off in your browser. However, full functionality for our websites requires the use of cookies.

Information is also generated whenever a page is accessed on our website that records information such as the time, date and specific page. We collect such information for statistical and maintenance purposes that enables us to continually evaluate our website performance.

How to contact us or make a complaint
If you have any questions about this Privacy Policy, if you wish to update information we hold about you or if you wish to make a complaint about our collection, use or disclosure of your personal information under this Privacy Policy, please contact:

The Privacy Officer
Michael’s SUPA IGA Leongatha Cnr Church & Bruce Streets, Leongatha VIC 3953..

We will take reasonable steps to remedy any issues resulting from our failure to comply with our privacy obligations.

Last updated June 2020

General

1. Can I order tobacco & liquor products?
   Yes, you can - but there must be someone over the age of 18 at home to receive any delivery containing tobacco and/or liquor products.
   
   The legal age to purchase alcohol and tobacco is 18. No one under this age may place or receive an order for tobacco products. Our staff will check the identification of all customers receiving tobacco products who appear to be under 25 years of age.
   
   'It is an offense to sell or supply Liquor, Tobacco or Tobacco Products to persons under 18 years of age, or to obtain such products on their behalf.'
   
   
   
2. Weighted products?
   Weighted products such as some meat and fresh produce are an estimate, you will be charged based on the actual weighted amount. For example, if you select 1.25kg of meat, this may be weighed as 1.23kg or 1.3kg and this will be your final charged amount.
   
   
   
3. How and when can I contact your customer service team
   If you can't find the answer to your questions or have a problem or comment, please call 03 5662 6644 during the following hours:
   
   Monday to Friday - 9.00am - 5.00pm*
   
   * Not available on public holidays
   
   
   

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Deliveries

1. Does Michael's SUPA IGA Leongatha deliver to my area?
   Please see our 'Delivery Schedules' page for applicable delivery locations. If your are outside of these locations, please contact our store.
   
   
   
2. What hours do you deliver?
   Please see our 'Delivery Schedules' page for applicable delivery times/dates.
   
   
   
3. What are the delivery fees?
   Please see our 'Delivery Schedules' page for applicable delivery fees.
   
   
   
4. How do you deliver?
   Once you've placed your order, our team of Personal Shoppers will pick your order by hand and then arrange delivery of your groceries to your home or office within your selected delivery time. Once your delivery arrives, you will need to sign a delivery note and accept your shopping unless you have selected to leave your goods unattended in the checkout process.
   
   
   
5. Who can accept a delivery?
   Anyone over the age of 18 may sign for deliveries.
   
   
   
6. What are the delivery cut off times?
   Deliveries are made Monday through Friday. Same day service is available if we receive your order by 7.00 am.
   
   Orders received after 7.00am will be delivered the following day. There is no delivery service on Saturdays, Sundays or public holidays.
   
   Orders can be placed up to 1 week in advance.
   
   
   
7. Can I change my delivery time?
   Unfortunately at this stage delivery times can't be changed after an order has been placed. We hope to add this feature in the near future.
   
   
   
8. What happens if I am not at home when my delivery arrives?
   If you allocate to leave goods unattended during the checkout process, we will leave at your front door, unless you specify another area in the 'special requests/delivery notes'. Our driver will take a photo of your delivered goods for our records.
   
   We assume no liability for goods left unattended by request.
   
   If a delivery cannot be made and a request to leave your goods unattended was not selected, your order will be returned to the store and we will contact you. a delivery charge will still apply.
   
   If no one is available at your home that can present an 18+ ID and you have ordered products that are 18+, such as tobacco or liquor, we will not deliver your goods and a delivery charge will still apply.
   
   
   
9. What is the returns policy?
   If you wish to return a Product that was provided to you under these Terms and Conditions, because it is defective, then you may: (a) return that Product to our supermarket; or (b) contact our Customer Service by telephone within 8 hours of the delivery time to make arrangements to return that Product. In this instance, you may return the Product to us at the time we deliver your next order. Upon confirmation from the driver that the good/s have been received we will refund your online account within 3-5 business days. You must provide us with the Tax Invoice we issued to you for your order to make a claim under this clause. If you fail to do so, then we may reject or deny your claim.
   
   
   
   
10. What if my delivery is late?
    We try our best to let you know of any delay as soon as possible. Unfortunately, there are occasionally delays beyond our control.
    
    Your order is important to us and we will inform you of any potential delay as soon as possible. In this event you will receive a call from someone at our store to inform you of the late delivery.
    
    
    
11. Who will deliver my groceries?
    Our reliable and friendly staff will deliver your groceries to your front door.
    
    
    
12. How do you keep my products fresh?
    We will pick only the best quality from our fresh produce section and deliver it straight from our refrigerators to your door in our refrigerated delivery van.
    
    
    
13. What should I do if I receive damaged items?
    If you receive a damaged item, please contact the store on 03 5662 6644, 9 - 5, Monday to Friday, and we will arrange to replace the item at your earliest convenience.
    
    
    
14. What should I do if an item is missing from my order?
    If you appear to be missing an item from your order, please contact the store on 03 5662 6644, 9 - 5, Monday to Friday, and we will arrange to replace the item at your earliest convenience.
    
    
    
15. Service Fees
    After placing your order it is received at the store where a specially trained SUPA IGA Leongatha ‘shopper’ selects your items. For this service we charge 6% of your shopping total to a maximum of $15 per order.
    
    
    

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Click n Collect

1. What is Click n Collect?
   We have made buying your groceries even easier. Simply place an order online, select a pick up time from the time slots provided at checkout.
   
   We will do the shopping for you and make sure your groceries are ready at the checkout when you arrive.
   
   
   
2. Over 18 products
   If no one is able to present an 18+ ID and you have ordered products that are 18+, such as tobacco or liquor, Supa IGA Leongatha will not allow pickup of your goods.
   
   
   
3. Is there a fee for the Click n Collect service?
   We charge 6% to a maximum of $15 of your total order to Pick, Pack and have your groceries ready when you arrive.
   
   
   
4. How do I view available collection times?
   Once you finalise your order and arrive at the checkout page you will be able to select a collection time.
   
   
   
5. What are the cut off times for Click n Collect?
   Orders must be placed at least two hours before your allocated collection time.
   
   
   
6. Where do I collect my order from?
   You can collect your order from the front desk at our store. Please quote your order number so we can find your order easily.
   
   
   

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Orders and Payment

1. Currency and GST
   All prices are in $AUD and include GST where applicable.
   
   
   
2. How far in advance can I place an order?
   An order can be placed up to one week in advance.
   
   
   
3. What happens if an item is out of stock?
   We will replace the item with a comparable product. If a comparable product is not available, we will deduct the price of the product from the total of your order and contact you.
   
   
   
4. Is there a minimum order amount?
   No, there is no minimum value for online orders.
   
   
   
5. Can I save my order and complete it later?
   Yes, when you log out of the site with an unfinished order, logging in again will automatically restore your last order.
   
   
   
6. How do I cancel an order?
   To cancel an order you will need to call our store on 03 5662 6644, 9 - 5, Monday to Friday and we will be able to cancel your order.
   
   
   
7. Can I modify my order once it has been placed?
   Unfortunately at this stage orders can't be changed after it has been placed. We hope to add this feature in the near future.
   
   
   
8. Payment Methods
   We accept Mastercard & Visa using our online payment gateway provided by the NAB.