Privacy Policy

1. About this Privacy Policy

This Privacy Policy explains how Innovation Engine Global Pty Ltd, trading as Orbit Trends, collects, uses, stores, discloses and protects personal information when you use orbittrends.com, shop.orbittrends.com, our checkout, customer support, marketing, social media, forms and related services.

We are based in Australia and aim to comply with applicable privacy laws, including the Australian Privacy Act and Australian Privacy Principles where applicable, as well as global privacy requirements such as GDPR/UK GDPR and US state privacy laws where they apply to our activities.

2. Personal information we collect

We may collect:

• identity information: name, username, title;
• contact information: email, phone, billing address, shipping address;
• order information: products viewed, cart contents, purchases, returns, exchanges, preferences;
• payment-related information: payment method, transaction identifiers, billing details, fraud-screening signals; full card data is handled by payment providers;
• account information: login details, saved addresses, preferences;
• communications: customer-service emails, form submissions, chat messages, reviews;
• AI concierge interactions: the messages you choose to type into Orbit Concierge — such as occasion, destination, style preferences, sizing and budget — and the edits generated in response;
• device and usage information: IP address, browser, device identifiers, pages viewed, referral URLs, cookies, analytics and advertising identifiers, and session recordings, clicks, scrolls, mouse-movement and other interaction, performance and error signals captured by session-replay and heatmap tools (such as Microsoft Clarity);
• marketing preferences: consent status, unsubscribe records, campaign interactions;
• fraud and security information: risk scores, order-verification records, chargeback information;
• social-media information if you interact with us through social platforms.

3. How we collect information

We collect information:

• directly from you when you browse, create an account, place an order, contact us, join marketing lists, use Orbit Concierge or submit forms;
• automatically through cookies, pixels, logs and similar technologies;
• from service providers such as Shopify, payment processors, shipping partners, analytics and marketing platforms;
• from fraud-prevention, identity-verification and chargeback tools;
• from public sources or social platforms where you interact with us.

4. Why we use personal information

We use personal information to:

• operate our websites and checkout;
• process orders, payments, returns and exchanges;
• arrange shipping, delivery, customs documentation and tracking;
• provide customer support;
• manage accounts and wishlists;
• personalise product recommendations and shopping experience;
• provide AI-assisted styling suggestions through Orbit Concierge, and improve that experience;
• send transactional messages;
• send marketing where permitted by law;
• operate analytics, advertising and retargeting;
• understand how visitors interact with the storefront via session replay, heatmaps and behavioural analytics to improve UX, diagnose bugs and prevent abuse;
• prevent fraud, abuse, security incidents and chargebacks;
• comply with tax, accounting, customs, legal and regulatory obligations;
• enforce our terms and protect legal rights;
• improve products, services and website performance.

5. Legal bases for EU/UK users

Where GDPR or UK GDPR applies, we rely on one or more legal bases:

• performance of a contract;
• legitimate interests, including fraud prevention, service improvement, security and direct marketing where permitted;
• consent, including for certain cookies, marketing and optional processing;
• legal obligation;
• establishment, exercise or defence of legal claims.

6. Cookies, analytics and advertising

We use cookies and similar technologies for site operation, checkout, analytics, personalisation, advertising and fraud prevention. Details are in our Cookie Policy.

Where required, we will request consent before using non-essential cookies. You can manage preferences through our cookie settings tool and your browser settings.

7. Marketing communications

We may send marketing emails or messages if you subscribe, purchase from us where permitted, or otherwise consent. You can unsubscribe at any time using the unsubscribe link or by contacting us.

Australian electronic marketing must comply with the Spam Act, including consent, sender identification and unsubscribe functionality.

8. Disclosure of personal information

We may disclose personal information to:

• Shopify and ecommerce platform providers;
• payment processors and fraud-prevention providers;
• shipping carriers, fulfilment partners and customs brokers;
• email, SMS, CRM and customer-support tools;
• analytics and advertising partners (including Microsoft Corporation for Microsoft Clarity — session replay, heatmaps and behavioural analytics);
• AI infrastructure and model providers who process Orbit Concierge conversations on our instructions (Lovable, which operates the AI gateway, and OpenAI, which provides the underlying model);
• IT, hosting, cloud-storage and cybersecurity providers;
• professional advisers, insurers, auditors and legal advisers;
• regulators, law enforcement, courts or government authorities where required;
• potential buyers or successors in a merger, acquisition, restructuring or business sale.

We do not sell personal information in the ordinary meaning of selling customer lists for money. Some analytics/advertising activities may be considered “sharing” or “targeted advertising” under certain US privacy laws; eligible users can opt out as described below.

9. Relationship with Shopify

Our online store and checkout are powered by Shopify. Shopify collects and processes personal information about access to and use of the Services to provide, protect, improve and personalise Shopify-powered services. Information you submit through the Services may be transmitted to Shopify and its service providers, including providers located outside your country.

Some Shopify enhanced features may use information about your interactions with our store, other merchants and Shopify. In those circumstances, Shopify may be responsible for aspects of that processing, including certain privacy-rights requests. You can learn more at Shopify's Consumer Privacy Policy and Shopify Privacy Portal.

10. Microsoft Clarity

We use Microsoft Clarity to understand how visitors use our storefront. Clarity captures information such as pages viewed, clicks, scrolls, mouse movement, session replays, device, browser, IP-derived approximate location, referring URL and performance data, and Microsoft may combine that behavioural data with usage data from other sites and Microsoft services. Microsoft uses this information on our behalf to help us improve the Services, and for its own purposes as described in the Microsoft Privacy Statement (https://privacy.microsoft.com/privacystatement). Learn more at https://clarity.microsoft.com. Where required, we request consent through our cookie banner before Clarity loads, and you can opt out at any time via our cookie settings or by using browser controls.

11. Orbit Concierge (AI assistant)

Orbit Concierge is an optional AI styling assistant available at orbittrends.com/concierge. It is powered by a third-party large language model (currently OpenAI's GPT-5.6 family) accessed through the Lovable AI Gateway. Using it is entirely voluntary; you can shop the boutique without it.

How it works:

• your messages are sent to our server, which forwards them, together with our styling instructions and the region you are browsing in (Australia or United States), to the AI gateway and model provider;
• the assistant can search our live Shopify catalogue and can only recommend pieces that search returns, so its edits reflect stock, pricing and sizing at the time it composes them;
• the assistant has no access to your account, order history, email address, shipping address, payment details or any other customer record. The only information about you it receives is what you type into the chat, plus your selected region.

Storage and retention:

• we do not store your Concierge conversations. A conversation exists only in your browser while the page is open and is discarded when you close or reload it;
• if you share an edit using a share link, that link contains only product identifiers and the short styling notes — never your messages;
• our AI infrastructure providers keep limited operational logs (such as timing, token counts and error records) for service operation, abuse prevention and billing, in line with their own retention policies;
• we do not permit your conversations to be used to train third-party AI models.

Important:

• Concierge responses are generated automatically and may be incomplete, inaccurate or out of date. Price, availability, sizing and product details shown on the product page and at checkout prevail;
• it is a styling aid only and is not professional medical, legal, financial or other regulated advice;
• please do not enter payment card numbers, government identifiers, health information or other sensitive personal information into the chat.

If you have questions about this processing, or wish to raise a privacy request relating to it, contact [email protected].

12. International transfers

Because we sell online and use global service providers, personal information may be transferred to or accessed from countries outside your location, including Australia, the United States (including Microsoft's global infrastructure and the infrastructure used to process Orbit Concierge conversations), Canada, the United Kingdom, the European Economic Area and other countries where our providers operate.

Where required, we use appropriate safeguards such as contractual protections, data-processing agreements and transfer mechanisms.

13. Data retention

We keep personal information only as long as reasonably necessary for the purposes described in this policy, including order fulfilment, tax/accounting records, fraud prevention, legal claims, customer support and compliance. Typical retention periods may include:

• order and transaction records: up to 7 years or longer if required by law;
• customer-service records: as needed to resolve issues and protect legal rights;
• marketing records: until you unsubscribe or your data is no longer needed;
• analytics data: according to provider retention settings;
• Orbit Concierge conversations: not retained by us — they exist only in your browser session; our AI providers keep limited operational logs for a short period in line with their own retention policies;
• fraud/security records: as needed to prevent abuse and resolve disputes.

14. Security

We use reasonable technical, organisational and administrative safeguards to protect personal information. No online service can guarantee absolute security. You are responsible for maintaining the confidentiality of your account credentials.

15. Your rights

Depending on your location and applicable law, you may have rights to:

• access personal information;
• correct inaccurate information;
• delete information;
• object to or restrict processing;
• withdraw consent;
• request portability;
• opt out of marketing;
• opt out of targeted advertising or “sharing” under applicable US laws;
• complain to a privacy regulator.

To exercise rights, contact [email protected]. We may need to verify your identity before responding.

16. Australia privacy rights

Australian users may request access to or correction of their personal information. You may also complain if you believe we have breached applicable privacy obligations. We will respond within a reasonable time. If unresolved, you may contact the Office of the Australian Information Commissioner.

17. EU/UK privacy rights

EU/UK users may have GDPR/UK GDPR rights including access, rectification, erasure, restriction, objection, portability and complaint to a supervisory authority. Where required, we will identify an EU/UK representative or other contact mechanism.

18. California and US state privacy rights

Eligible US residents may have rights to know, access, correct, delete, obtain a copy of personal information, and opt out of targeted advertising, sale or sharing. We do not knowingly sell personal information for money. To opt out of targeted advertising/sharing, use our cookie settings or contact us.

We will not discriminate against you for exercising legally protected privacy rights.

19. Children

Our Services are not intended for children under 16. We do not knowingly collect personal information from children. If you believe a child has provided personal information, contact us.

20. Third-party links

Our Services may link to third-party websites and services. We are not responsible for their privacy practices.

21. Changes

We may update this Privacy Policy. The latest version will be posted on our Services.

22. Contact

Privacy contact: [email protected]
Postal address: Innovation Engine Global Pty Ltd, 81-83 Campbell Street, Surry Hills NSW 2010, Australia

---