Privacy Policy

Privacy Policy

How Nan Made collects, uses, and protects personal information

1. Our Commitment to Your Privacy

Nan Made (ABN 40 366 975 511) is a social enterprise operating under Madame Monet, part of the Lamoureux Lane group of ventures. We respect the privacy of every Nan and Customer who uses our platform. This policy explains what personal information we collect, how we use it, and the choices you have, in line with the Privacy Act 1988 (Cth) and the 13 Australian Privacy Principles (APPs).

2. What We Collect

• Name, email address, phone number, and postal/delivery address.
• Payment-related information processed through Stripe (Nan Made does not directly store full card details).
• ABN and business details provided by Nans.
• Order history, messages sent through the platform, and support correspondence.
• Technical information such as IP address and device/browser information, for security and site performance.

3. How We Collect It

We collect personal information directly from you when you register, list a product, place an order, message another user, or contact support. We may also collect information automatically through your use of the platform (such as cookies), and from our service providers (such as Stripe, for payment confirmation).

4. Why We Collect, Use & Disclose It

• To create and manage your account.
• To process orders and payments.
• To enable communication between Nans and Customers.
• To provide customer support, including through our support assistant (see Section 8).
• To administer programs such as micro-grants.
• To comply with our legal and regulatory obligations.
• To improve the platform and, with consent, to send you relevant updates.

5. Who We Share It With

We disclose personal information only where necessary to operate the platform:

• Stripe (payment processing) — a portion of your information is shared with Stripe to process payments securely.
• Our website hosting and email provider(s), to operate the platform and support inbox.
• Any automated support tools we use to help answer enquiries — see Section 8 below.
• Government or regulatory bodies, where required by law.

We do not sell personal information to third parties.

6. Overseas Disclosure

Some of our service providers, including Stripe, may store or process information on servers located outside Australia (including the United States). Where this occurs, we take reasonable steps to ensure your information continues to be handled in a manner consistent with the Australian Privacy Principles.

7. Data Security

We take reasonable technical and organisational steps to protect personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure. No system can be guaranteed completely secure, and we encourage users to use strong, unique passwords.

8. AI-Assisted Support

Nan Made uses an automated support assistant to help answer common questions from Nans. When you email our support address, your message and our reply may be processed by this automated system. Every automated reply identifies itself as such, and you may always request a response from a real person. We do not use your personal correspondence to train third-party AI models beyond what is necessary to generate your response.

9. Direct Marketing

We hate spam as much as you do, and we run our email communications accordingly — occasional, relevant, and always able to be switched off.

What Nans receive

As a Nan, you may occasionally receive emails about things genuinely useful to your growth — special events, workshops, or resources we organise to directly support you, such as a photographer to help you take better product photos, a business mentor to build your confidence talking with customers, or a pastry chef sharing tips to strengthen your baking. These are opportunities Nan Made puts together and often funds ourselves, to help you and your store succeed — not offers from outside companies, and not something that involves sharing your details with anyone else.

What Customers receive

As a Customer, you’ll only occasionally hear from us — for example, around special events or relevant platform news. We don’t send frequent or unnecessary marketing emails.

Our commitment

• We will never sell your email address or personal details to any third party.
• We will never share your email address or personal details with any third party for their own marketing purposes.
• Any event, workshop, or resource we organise for Nans (such as a photographer or business mentor) is shared with you as information only — we don’t hand your contact details to anyone as part of this.
• Every marketing email includes a clear way to unsubscribe, and we’ll action that immediately.

We will only send you direct marketing communications with your consent, or as otherwise permitted by law (including the Spam Act 2003 (Cth)). You can opt out at any time using the unsubscribe link provided, or by contacting us directly.

10. Access & Correction

You may request access to, or correction of, the personal information we hold about you at any time by emailing nans@nanmade.com.au with the subject “Privacy Request.” We will respond within a reasonable period.

11. Data Breaches

In the event of an eligible data breach that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches scheme.

12. Complaints

If you have a concern about how we’ve handled your personal information, please contact us first at yum@nanmade.com.au. If you are not satisfied with our response, you may lodge a complaint with the OAIC at oaic.gov.au.

13. Changes to This Policy

We may update this Privacy Policy from time to time. The most current version will always be available on our website.

14. Contact Us

For any privacy-related question, contact yum@nanmade.com.au.