Privacy policy.

What we collect

• Quote info: the model, storage, and condition you select. Needed to compute your offer.
• Booking info: your name, email, mobile, and pickup address. Needed to show up at your door.
• IMEI / serial: after pickup, for our records and to verify the phone isn't blacklisted.
• Anonymous analytics: a hashed version of your IP address, for spam/abuse detection. We never store the raw IP.

What we don't collect

• The data on your phone. We factory-reset on the spot and never access your apps, messages, photos, etc.
• Bank account details. For PayID we use the email or mobile you already gave us.
• Government ID details. We view your ID on the spot to verify ownership, but don't photograph or record it.

How we use it

Three purposes only: (1) compute your quote, (2) deliver the pickup, (3) keep transaction records for tax/legal requirements. We don't market to you, we don't sell your data, we don't share it with third parties except where legally required.

How long we keep it

• Completed bookings: 7 years (Australian tax record requirement).
• Quotes that never became bookings: 30 days, then auto-deleted.
• IMEI / serial records: 7 years.

Third-party services we use

• Resend: sends booking confirmation emails. They see your name + email + booking summary.
• Railway: hosts the website. They see standard server logs (timestamps, paths) but not the contents of forms.
• Stripe: processes shop card payments. They see what you'd expect for a card transaction (name, billing address, card details that we never see).
• ClickSend: delivers SMS (booking confirmations, OTP codes). They see your mobile number and the message body.
• Meta (Facebook + Instagram): we run a Meta Pixel so we can measure which Facebook / Instagram ads brought people to the site. Meta sees standard pixel data (page URL, button clicks, the value of a quote or order). You can opt out via your Facebook ad preferences or by blocking the pixel with a browser extension.
• Mapbox: our booking-address picker uses Mapbox's geocoding API to suggest your address as you type. Mapbox receives the partial text you type into the address field and returns suggestions. They don't receive your name, email, phone, or any other booking detail - just the address fragment. Mapbox privacy.

We do not sell or rent your personal data to anyone. Ever.

Sending data overseas

Three of the providers above process data outside Australia: Stripe, Meta and Resend run on US infrastructure. By using our site you consent to those overseas disclosures. These providers are subject to laws that may not be equivalent to Australian privacy law. We choose them because they're industry-standard for what they do, and we minimise what they see (Stripe never sees a quote you didn't buy, Meta never sees your name or email, Resend only sees what's in the email itself).

Stolen-goods checks (buyback only)

Every phone we buy gets its IMEI checked against the Australian Mobile Telecommunications Association (AMTA) IMEI register, which lists devices reported lost or stolen. If a phone comes up flagged we refuse the transaction and may be required to report it to Victoria Police. We hold devices for the period required under the Second-Hand Dealers and Pawnbrokers Act 1989 (Vic) before they're refurbished or onsold, which gives genuine owners a window to recover a device that was sold without their authority.

Age

Our buyback service is only available to people 18 or over - both because cash transactions for second-hand goods require it under Victorian law and because we need a legally binding signature on the sale. We don't knowingly collect personal information from anyone under 18. If you believe a child has submitted information to us, email us and we'll delete it.

Your rights

Under Australian Privacy Principle 12 and 13 you can request a copy of any personal info we hold about you (free), ask us to correct it (free), or ask us to delete it (subject to tax-record retention rules above). Email hi@phonefetch.com.au and we'll respond within 30 days. We may ask you to verify your identity before handing over data - same standard we'd use at pickup.

Complaints

If you think we've mishandled your personal information, please tell us first - email hi@phonefetch.com.au with "Privacy complaint" in the subject. We'll investigate and reply within 30 days.

If you're not satisfied with our response, you can escalate to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or 1300 363 992.

Changes to this policy

If we change anything material, we'll update the "Last updated" date at the top and email anyone with an active booking.

Contact

Privacy concerns: hi@phonefetch.com.au.

PhoneFetch, Melbourne, Victoria.