Privacy Policy

1. Personal Information We Collect

We may collect personal information including your name, email address, telephone number, billing and delivery address, account and login details, selected or stated research purpose, research-use acknowledgement records, order and transaction details, products viewed or purchased, delivery and tracking information, customer enquiries, complaints, returns and dispute records, marketing preferences, and website, browser, device, IP address, cookie and analytics information.

We may also collect information used to detect fraud, misuse, security incidents or prohibited conduct, together with any other personal information you voluntarily provide through our website, account, checkout or communications.

We do not intentionally request health information, patient information, medical histories, diagnoses, dosage, treatment or information concerning intended human or animal use. You must not provide that information through our website, account registration, research-purpose field, checkout or customer support channels.

2. Research-Purpose Information and Account Acknowledgements

When creating a research account, you may be required to select or describe your intended research purpose and confirm that products are supplied solely for legitimate in vitro laboratory research, are intended to be acquired and used by a qualified researcher and are not intended for human or animal consumption, administration or use.

We may retain your selected research purpose, acknowledgement, account details and related date and time records. We use this information to operate the account process, document research-use acknowledgements, enforce our Terms of Supply and Research Use Only Disclaimer, identify suspected misuse and meet legal, regulatory, security and record-keeping requirements.

Creating an account does not involve a manual approval process and does not represent confirmation, endorsement or approval by R10 Research of any person, institution, project or proposed research activity.

3. How We Collect Personal Information

We collect personal information directly from you when you use our website, create or update an account, select a research purpose, complete an acknowledgement, submit a form, subscribe to communications, place or manage an order, request a return or refund, or contact us.

We may also collect technical and usage information automatically through cookies, pixels, tags, analytics tools, browser and device identifiers, server logs, advertising technologies and fraud-prevention tools.

Personal information may also be received from third parties involved in providing our services, including payment processors, ecommerce and account platforms, hosting and cloud providers, couriers, email providers, analytics and advertising providers, cybersecurity providers and professional advisers.

4. Why We Use Personal Information

We may use personal information to create and manage research accounts, record research purposes and acknowledgements, provide access to restricted pricing and website areas, process payments and orders, arrange shipping and delivery, provide customer support, respond to complaints and refund requests, maintain business and batch records, improve our website and customer experience, measure website and marketing performance, detect fraud and misuse, protect our systems, enforce our policies and comply with legal, taxation, accounting and record-keeping obligations.

We may also use or disclose personal information for a related purpose you would reasonably expect, where you have consented, or where otherwise required or authorised by law.

5. Payments and Disclosure to Service Providers

Payments are processed by third-party payment service providers. R10 Research does not ordinarily store complete payment card numbers or card security codes on its own systems, but may retain transaction identifiers, payment status, billing details, masked card information, refund and dispute information and fraud-risk indicators.

We may disclose personal information to service providers where reasonably necessary to operate our business, including payment processors, ecommerce and website platforms, hosting and cloud providers, email and customer-support providers, couriers, analytics and advertising providers, cookie-consent providers, fraud-prevention and cybersecurity providers, IT consultants, accountants, insurers, lawyers and other professional advisers.

We may also disclose personal information to regulators, courts, law-enforcement agencies or government authorities where required or authorised by law, or in connection with a proposed sale, restructure, financing or transfer of our business. We do not sell personal information.

6. Overseas Disclosure

Some third-party service providers we use may store, process or access personal information outside Australia. The countries involved will depend on the providers and services we use.

Where required by law, we take reasonable steps to ensure overseas recipients handle personal information consistently with applicable Australian privacy obligations.

7. Cookies, Analytics and Marketing

Our website may use cookies, pixels, tags, local storage, analytics tools and similar technologies to operate and secure the website, maintain account sessions, retain shopping-cart information, provide checkout functionality, understand website traffic, improve performance, prevent fraud and measure advertising.

Further information is available in our Cookie Policy. Where available, you may manage non-essential cookies through our cookie-preference tool or browser settings.

Where permitted by law, we may send product announcements, company updates, promotions and other marketing communications. Marketing messages will identify the sender and include a functional unsubscribe facility. Opting out of marketing will not prevent necessary account, order, payment, delivery, legal or security communications.

8. Security, Data Breaches and Retention

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. Measures may include access restrictions, authentication controls, encrypted website connections, reputable third-party providers, monitoring, software updates and secure deletion or de-identification practices.

No internet transmission or electronic storage system is completely secure. You are responsible for maintaining the confidentiality of your login details and should notify us promptly if you believe your account has been accessed without authorisation.

If we become aware of a suspected data breach, we will investigate, contain and assess it and, where required, notify affected individuals and the Office of the Australian Information Commissioner.

We retain personal information for as long as reasonably necessary for account administration, order fulfilment, customer support, accounting and taxation, delivery and batch traceability, research-purpose records, fraud prevention, complaints, legal compliance and the establishment or defence of legal claims. When information is no longer required, we will take reasonable steps to destroy or permanently de-identify it unless retention is required or authorised by law.

9. Access, Correction and Privacy Complaints

You may request access to personal information we hold about you or ask us to correct information that is inaccurate, incomplete, irrelevant, misleading or out of date. We may ask you to verify your identity before responding.

If you believe we have mishandled your personal information, contact us with details of your concern. We will investigate and respond within a reasonable period and generally aim to respond within 30 days.

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

10. Other Matters

Our website and research accounts are intended only for persons aged 18 years or older. We do not knowingly collect personal information from children.

Our website may contain links to third-party websites or services. We are not responsible for their privacy or security practices.

We may use automated systems to assist with payment-risk assessment, fraud detection, website security, spam prevention, analytics and marketing personalisation. We do not currently use wholly automated decision-making that could reasonably be expected to significantly affect an individual's rights or interests.

11. Changes and Contact

We may update this Privacy Policy from time to time to reflect changes to our business, website, service providers, privacy practices or legal requirements. The latest version will be published on our website with a revised "Last updated" date.

For privacy enquiries, access or correction requests or complaints, contact: support@r10research.com.au