This Privacy Policy explains how Pickup Pty Ltd (“Pickup“, “we“) collects, uses, stores, shares and discloses the personal information you provide or generate when accessing pickup.ebaoguo.com and its related services (the “Platform“). This Policy is made under the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), and, where applicable, satisfies the minimum requirements of the New Zealand Privacy Act 2020 and the Malaysian Personal Data Protection Act 2010. By using the Platform you acknowledge and accept this Policy in full.

1. Information we collect

1.1 Information you submit — information you enter during registration, booking and support interactions:

• Identity information: name, company name, date of birth, document number (ID / passport / driver’s licence, when required for AML verification);
• Contact information: email, mobile, landline, WhatsApp, WeChat, social-media handles;
• Address information: full mailing address, postcode, district of senders and recipients;
• Payment information: credit-card number (tokenised by the payment processor — Pickup does not store full card numbers), bank account, PayPal, Airwallex, invoice entity, ABN / GST number;
• Goods information: name, quantity, weight, dimensions, declared value, HS Code, composition, dangerous-goods class;
• Preferences: frequently used address book, Carrier preferences, pickup-time preferences, invoice-language preferences;
• Verification materials: identity document photos, selfies with documents, corporate certificates, bank statements — requested only for anti-fraud and compliance purposes.

1.2 Automatically collected information — information logged by our systems while you use the Platform:

• Device and technical information: IP address, device model, operating system, browser type, time zone, screen resolution, language settings;
• Usage logs: page views, click paths, search keywords, comparison behaviour, step timings in booking, error logs;
• Tracking data: referrer URL, UTM parameters, advertising identifiers (IDFA / GAID), third-party analytics cookies;
• Location data: approximate geolocation (inferred from IP); precise GPS only with your express authorisation, to recommend pickup points.

1.3 Third-party sources — we may receive your information from:

• Carrier feedback: delivery status, signatory information, exception reasons, dimension reassessment results;
• Partner ebaoguo.com and its warehousing system: inbound / outbound records, points history;
• Payment processors (Airwallex, Stripe, PayPal and others): transactions, chargebacks, risk-assessment outcomes;
• Anti-fraud and credit-scoring providers (e.g. illion, Equifax, Sift): risk scores;
• Public databases: ABN lookups, OFAC / DFAT sanctions lists, PEP lists;
• Social-media sign-in (Google, Facebook, Apple, etc.): basic profile information returned on sign-in authorisation.

2. How we use your information

2.1 We rely on legal bases including contract performance, legitimate interests, legal obligation and your consent, to use your information for:

• creating and managing accounts, verifying identity;
• handling quotes, orders, payments, label generation, pickup booking, tracking and delivery confirmation;
• passing information required by the Waybill to Carriers, customs brokers and insurers;
• integrating with the ebaoguo warehouse and points systems for pickup, inbound / outbound and points redemption;
• issuing invoices, reconciliation, refunds and collections;
• providing customer service, handling complaints and claims;
• anti-fraud, AML, counter-terrorist-financing, sanctions screening, credit assessment and account risk control;
• improving our product, routing algorithms, pricing strategy and customer segmentation;
• marketing — product launches, promotions, price updates and industry news (you may unsubscribe at any time);
• complying with laws, regulations, court orders and lawful requests from government, customs, tax or law-enforcement agencies;
• exercising or defending Pickup’s legitimate interests, including debt recovery, goodwill protection and legal proceedings.

3. Who we share your information with

3.1 To perform the transport service and operate the business, your information is shared on a need-to-know basis with the following categories of third parties:

• Carriers: Australia Post, StarTrack, Aramex, TNT, FedEx, UPS, DHL, NZ Post, Pos Laju, their domestic and overseas branches, agents and delivery contractors — receiving sender / recipient name, phone, address, goods information and labels;
• Customs brokers and destination-country importers: for clearance and tax-payment agency on international Waybills;
• Partner ebaoguo.com: shared order information, inbound records and points usage for joint warehousing and points offset;
• Payment processors: Airwallex, Stripe, PayPal and local banks — for payments, chargebacks and refunds;
• Insurers: Waybill and goods information where additional insurance is purchased;
• Cloud and tech vendors: AWS, Google Cloud, Cloudflare, SendGrid and the like, for infrastructure and communication;
• Analytics and marketing providers: Google Analytics, Meta Pixel, HubSpot, Intercom and similar;
• Professional advisers: lawyers, accountants, auditors, debt-collection agencies — within their scope of work;
• Government and law-enforcement authorities: customs, tax office, police, financial regulators — on lawful mandatory requests or voluntary cooperation with investigations;
• Acquirers and successors: in the event Pickup undergoes merger, reorganisation or asset sale, your information transfers as part of the assets.

3.2 Pickup does not operate a business model based on selling personal information, and does not sell your information to third parties for their independent marketing purposes.

4. Cookies and similar technologies

4.1 The Platform uses the following categories of cookies and similar technologies (including LocalStorage, pixels and SDKs):

• Essential cookies: maintain session, cart and CSRF protection;
• Preference cookies: remember language, currency and preferred Carriers;
• Analytics cookies: Google Analytics and similar — for understanding page performance and user behaviour;
• Marketing cookies: Meta Pixel, Google Ads — for retargeting and conversion attribution.

4.2 You may disable non-essential cookies via your browser settings or the Platform’s cookie preferences centre. Disabling essential cookies will prevent the Platform from functioning normally.

5. Cross-border data transfers

5.1 Because Pickup services cover Australia, New Zealand, Malaysia and multiple international destinations, your information may be transferred, stored or processed in jurisdictions outside your own country, including without limitation Australia, New Zealand, Singapore, Malaysia, Hong Kong, the United States, the United Kingdom and the countries where Carriers operate.

5.2 We endeavour to protect cross-border transfers by signing standard contractual clauses with recipients, requiring protection standards compatible with the Australian Privacy Principles, and using TLS encryption. However, you acknowledge and agree that once information leaves the country, its protection level depends on the laws and practical controls of the recipient’s jurisdiction, and Pickup does not accept liability beyond what is reasonable for that external processing.

6. Retention period

6.1 We retain your personal information for the following periods:

• Account information: 7 years from account closure, to satisfy tax, AML and accounting retention obligations;
• Waybill and transaction records: 7 years from completion of the Waybill;
• Identity verification materials: 7 years from collection;
• Payment records: 7 years from transaction completion;
• Customer service and claims records: 5 years from closure;
• Cookies and logs: generally not more than 24 months;
• Marketing subscriptions: until you unsubscribe.

6.2 Where litigation, arbitration, enforcement investigation or outstanding debts are involved, the retention period is correspondingly extended to 3 years after the relevant matter is concluded.

7. Your rights

7.1 To the extent permitted by applicable law, you have the following rights:

• Access: request a copy of your personal information we hold;
• Correction: request correction of inaccurate or incomplete information;
• Erasure: request deletion where — information is no longer necessary, you withdraw consent without other legal basis, or you object to processing based on legitimate interests and we have no overriding reason;
• Restriction of processing: request restriction during an objection;
• Objection: object to processing based on legitimate interests or direct marketing;
• Unsubscribe: opt out of marketing emails at any time;
• Complaint: complain to the Office of the Australian Information Commissioner (OAIC) or other competent regulator.

7.2 To exercise the above, email sales@ebaoguo.com with material sufficient to verify your identity. We endeavour to respond within 30 days; complex requests may be extended a further 30 days with notice to you. For manifestly unreasonable, repeated or voluminous requests we reserve the right to charge a reasonable administrative fee or refuse.

7.3 Limits on erasure. To comply with statutory retention, prevent fraud, exercise legal rights or meet Waybill traceability obligations to Carriers, we may continue to retain related information within the scope required for those purposes. Information already included in financial vouchers, tax records or AML records cannot be erased.

8. Data security

8.1 We apply reasonable technical and organisational measures to protect your information, including TLS in transit, data-at-rest encryption, least-privilege access, log auditing, and regular vulnerability scanning and penetration testing. However, inherent risks of internet transmission and electronic storage cannot be eliminated entirely, and Pickup does not accept liability beyond the statutory minimum for information leakage caused by unlawful third-party intrusion, zero-day vulnerabilities or your own password exposure.

8.2 In the event of a data breach likely to cause serious harm, we will notify affected users and regulators within a reasonable time under the Notifiable Data Breaches scheme.

9. Minors

9.1 The Platform is not directed at minors under 18. We do not knowingly collect personal information from minors. If you become aware that a minor has submitted information to the Platform, please notify sales@ebaoguo.com and we will delete it within a reasonable time after verification.

10. Changes to this Policy

10.1 We may update this Policy from time to time. Updates take effect when published on this page; for material changes we endeavour to notify you by email or platform message before they take effect. Please review this page regularly.

11. Contact the Data Protection Officer

For questions, requests or complaints about this Policy or the processing of personal information, contact:
Pickup Data Protection Officer (DPO)
Email: sales@ebaoguo.com
Company: Pickup Pty Ltd
Registered in: State of Victoria, Australia

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC, www.oaic.gov.au) or the privacy regulator in your jurisdiction.