At Urban Flower Pty Limited (ABN 43074928215), we take your privacy seriously. This policy explains what we collect, why, and what you can do about it. We follow the Privacy Act 1988 and the Australian Privacy Principles.
When you order from us, we collect the basics we need to get flowers to the right place: your name, address, phone number, email, and payment details. Occasionally we may ask for things like your age, but we’ll never collect sensitive information without asking you first.
We also log standard website data when you visit: your IP address, which pages you looked at, and which browser you used. This is mostly used for statistics and to spot fraud, not to identify you personally.
Three reasons: to process your order and payment, to give you good service, and to improve the website.
To deliver your order, we share what’s needed with our payment processor and delivery partners. They’re required to keep your information private. We also share your email address and phone number, in hashed form, with advertising platforms, as explained under "Advertising with Google and similar platforms" below. Some of these providers store information outside Australia. Apart from this, we don’t share your data with anyone else without telling you.
Our website uses cookies to keep your session secure and help us understand how people use the site. We may also work with advertising partners who use cookies to measure ad performance. They don’t collect anything that personally identifies you. You can turn cookies off in your browser settings if you’d prefer.
We also use Microsoft Clarity to see how people use our website. It records pages viewed, clicks, taps, scrolling and mouse movement, so we can find pages that are confusing or broken. Page text is hidden in these recordings, and anything you type into a form, including your name, address, phone number and payment details, is not captured. We use Google Analytics in the same way, to count visits and orders.
These recordings are only used to improve the website. We don’t use them to identify you, and we don’t sell them. Turning cookies off in your browser settings stops most of this tracking.
To show more relevant ads, and to avoid showing ads to people who already shop with us, we may share your email address and phone number with advertising platforms such as Google, Microsoft and Meta. Before it leaves our systems this information is converted into an unreadable code (hashed). The platform uses it only to match it with its own users, and cannot use it for anything else. These platforms may store data outside Australia.
If you’d prefer your details weren’t used this way, email carli@urbanflower.live and we’ll leave you out of future uploads.
If we send you marketing emails, there’s always an unsubscribe link at the bottom. You can also log into "My Account" to update your preferences, or email us to be removed from our email, call, or mail lists. Even then, we’ll still contact you about your orders or account when needed.
Urban Flower uses a small internal reporting app, shown as "Urban Flower" on Google’s sign-in screen, that connects to our own Google Ads accounts through the Google Ads API. It is used only by Urban Flower staff. It is not a public product and customers never sign in to it. More detail is on our Google Ads reporting app page.
What it accesses. With permission from the Google account that manages our advertising, the app reads reporting data from Urban Flower’s own Google Ads accounts: campaign, ad group and keyword performance, search terms, Shopping product performance, landing pages, spend and conversions. It does not access Gmail, contacts, files or any other Google service, and it does not access any customer’s Google data.
How we use it. Only to report on and manage Urban Flower’s own advertising. Changes to our ads, campaigns or account settings are made only when approved by Urban Flower staff. The app may also upload hashed customer lists to our own Google Ads account, as described under "Advertising with Google and similar platforms" above.
Who can see it. Urban Flower staff. We may use AI assistant software to help analyse these reports on our behalf. We do not sell, rent or share Google Ads data with anyone else, and we do not use it to build advertising profiles or for credit or lending decisions.
Storage and retention. Reports are stored on Urban Flower’s own computers and kept only as long as they are useful for managing our advertising, then deleted. The app’s access credentials are stored on those computers and are never published.
Removing access. The Google account holder can remove the app’s access at any time at myaccount.google.com/permissions.
Urban Flower’s use of information received from Google APIs adheres to the Google API Services User Data Policy.
You can ask for a copy of the information we hold about you, and we’ll fix or delete anything that’s wrong. Just email us at carli@urbanflower.live
Want to close your account? Email the same address and we’ll deactivate it. Some information may stay in our archives, but we destroy or de-identify personal data once we no longer need it.
If we make significant changes to how we use your information, we’ll let you know by email or a notice on the website.
Email carli@urbanflower.live or call 61 2 9745 1668
