Privacy policy

Unleashed Holdings Pty Ltd trading as Build A Gym · ABN 63 632 873 379
Effective date: 25 August 2026 · Version 1.1 · buildagym.com.au

1. About this policy

This Privacy Policy explains how Unleashed Holdings Pty Ltd (ABN 63 632 873 379) trading as Build A Gym ("we", "us", "our") collects, uses, holds, discloses and protects your personal information. It applies to our website at buildagym.com.au, our showroom and warehouse at Morisset NSW, our social media and online marketplace listings, and every other way we deal with customers and enquirers.

As a small business with an annual turnover of $3 million or less, we are not currently required to comply with the Privacy Act 1988 (Cth). We have nonetheless chosen to handle personal information in accordance with the Australian Privacy Principles (APPs) set out in that Act, because we think that is how customer information should be treated. Where our turnover exceeds the threshold, the Privacy Act will apply to us directly and this policy will be updated accordingly.

By using our website, buying from us, making an enquiry or visiting our premises, you agree to your personal information being handled as described in this policy.

2. What personal information we collect

The information we collect depends on how you deal with us. It may include:

• Identity and contact details — your name, email address, phone number, delivery and billing address, and business name where you buy through a company.
• Order and transaction information — what you ordered, order and invoice numbers, deposits and payments made, delivery or pickup arrangements, and warranty or service history.
• Payment information — card payments are processed by our payment providers. We receive confirmation of payment and limited details such as the last four digits of a card. We do not collect or store full card numbers.
• Enquiry and communication records — emails, SMS, phone notes, website form submissions, and messages you send us through Facebook, Instagram or Facebook Marketplace.
• Appointment information — showroom and pickup bookings, and the vehicle or access details you give us for a delivery.
• Voice recordings and transcripts — where you have consented to a conversation being recorded for note-taking purposes. See Section 10.
• Website and marketing data — IP address, device and browser type, pages viewed, referring site, and how you interact with our emails and ads. See Section 8.
• CCTV footage — images of visitors to our Morisset premises. See Section 9.

We do not collect sensitive information (such as health information) as a routine part of our business. If you volunteer health-related information — for example, mentioning an injury when discussing which equipment suits you — we use it only to help answer your question and do not record it beyond what is needed for that conversation.

3. How we collect it

We collect personal information directly from you when you:

• place an order, pay a deposit, or request a freight or package quote
• create an account or subscribe on our website
• contact us by email, phone, SMS, website form, social media or Facebook Marketplace
• book a showroom or pickup appointment, and during that appointment

download a guide, enter a promotion, or complete a form or assessment we publish; or

visit our premises (CCTV).

We also collect information automatically when you browse our website or interact with our advertising, through cookies and similar technologies described in Section 8. Occasionally we receive information about you from third parties — for example, a freight carrier confirming a delivery, or a family member placing an order on your behalf.

If you choose not to give us the information we ask for, we may not be able to process your order, quote freight, or answer your enquiry.

4. Why we collect, hold and use it

To process, fulfil and deliver your order, including pre-orders and deposits.

To arrange freight or a pickup appointment, and to keep you updated on the status of incoming stock.

To take payment, issue invoices and receipts, and maintain our accounting records.

To provide after-sales support, assess warranty claims and supply replacement parts.

To respond to your enquiries and quote requests, and to record accurately what you have asked for.

To send you marketing communications about our products, offers and new stock (see Section 5).

To improve our website, product range and advertising, and to measure how our marketing performs.

To protect our premises, stock and staff, and to prevent and investigate fraud, theft or misuse.

To meet our legal, tax and record-keeping obligations.

5. Marketing communications

We may send you emails and SMS messages about our products, new stock arrivals, offers and events. We do this where you have subscribed to our list, or where you have given us your contact details in the course of buying from us or enquiring about our products, and would reasonably expect to hear from us about similar equipment.

Every marketing email and SMS we send includes a clear way to unsubscribe, and identifies us as the sender.

You can opt out at any time by using the unsubscribe link, replying STOP to an SMS, or emailing darren@buildagym.com.au. We will action your request promptly and, in any case, within five business days.

Opting out of marketing does not stop us sending you messages about an order you have placed — order confirmations, freight updates, stock arrival notices and warranty correspondence are service messages, not marketing.

We do not sell, rent or trade your personal information to third parties for their own marketing purposes.

6. Who we share your information with

We disclose personal information only where it is necessary for the purposes described above. The categories of recipient are:

• Our e-commerce and payment platform — Shopify, which hosts our online store and processes orders and payments.
• Our CRM and marketing platforms — GoHighLevel, and the email and SMS platforms we use to manage customer communication and marketing.
• Our AI note-taking provider — the service that transcribes and summarises consented conversation recordings, as described in Section 10.
• Advertising and analytics providers — Meta (Facebook and Instagram) and Google, in the ways described in Section 8.
• Freight carriers and couriers — including Transdirect and the carriers they engage, who receive your name, delivery address and contact number so they can deliver your order.
• Our accountant and accounting software — Xero, for invoicing, reconciliation and tax records.
• Our equipment suppliers — including our manufacturing partners in China, where a warranty part needs to be shipped directly to you. See Section 7.
• Professional advisers, insurers and regulators — where reasonably required, or where we are required or permitted by law to disclose information.
• A purchaser of our business — if we sell or transfer all or part of our business, customer records may transfer as part of that sale, subject to the buyer handling them consistently with this policy.

7. Overseas disclosure

Some of the parties above are located outside Australia, or store data on servers outside Australia:

Our website, CRM, marketing, analytics, accounting and AI note-taking providers are likely to store and process information in the United States and other countries where they operate infrastructure.

Where a warranty part is shipped directly to you from one of our manufacturing partners, we provide that supplier with your name, delivery address and contact number for that purpose only. Those suppliers are located in China.

We take reasonable steps to deal only with reputable providers, and we disclose no more information than is needed for the task. However, privacy laws in other countries may not offer the same protection as Australian law, and once information is disclosed overseas we may not be able to control how it is handled. By asking us to arrange a direct-ship warranty part, you consent to your name, address and contact number being disclosed to the relevant overseas supplier for that purpose.

8. Cookies, pixels and online tracking

Our website uses cookies and similar technologies, including the Meta Pixel and Google Analytics, to:

• keep your cart and session working as you browse
• understand how visitors find and use our site

measure the performance of our advertising; and

show you Build A Gym advertising on Facebook, Instagram and Google after you have visited our site, and build audiences of people with similar interests.

This can involve sharing identifiers such as your IP address, device information and browsing activity with Meta and Google, who handle that information under their own privacy policies. You can control cookies through your browser settings, and you can adjust ad personalisation through your Facebook, Instagram and Google account settings. Turning off cookies may affect how parts of our website work.

9. CCTV at our premises

Our Morisset premises are monitored by CCTV. We use footage to protect the safety of visitors and staff, to protect our stock and property, and to investigate incidents, theft or damage. Signage is displayed at the premises. Footage is stored securely, is accessible only to authorised personnel, is retained for a limited period and then overwritten in the ordinary course, and is disclosed to third parties only where required by law or where necessary to report or investigate an incident — for example, to police or our insurer.

Our CCTV records images only. Audio recording is dealt with separately in Section 10 and never happens without your consent.

10. Audio recording of conversations

We sometimes use a wearable audio recording device to capture notes from conversations with customers — for example, during a showroom appointment, an equipment consultation or a package discussion — so that we can accurately record what you have asked for, prepare a quote, and follow up properly afterwards.

We ask first, every time. We will not record a conversation unless we have asked you and you have agreed. If you would prefer not to be recorded, just say so — we will switch the device off and take notes by hand instead. It makes no difference to the service you receive or the price you are quoted.

You can stop it at any point. If you ask us to stop recording partway through a conversation, we will stop immediately and delete what has been captured if you ask us to.

The device is not left running. It is switched on only for a specific conversation, with consent, and switched off afterwards. We do not use it to record general activity in the showroom or warehouse, and we do not use it to record conversations we are not part of.

What happens to the recording. Audio is transcribed and summarised by a third-party AI note-taking service, which processes and stores it on its own servers, which may be located outside Australia. See Section 7.

What we use it for. Only to record your requirements, prepare quotes and proposals, and follow up on your enquiry. We do not publish recordings or transcripts, we do not share them with anyone outside our business, and we do not use them for marketing or advertising.

How long we keep it. Recordings and transcripts are deleted once they are no longer needed for the purpose they were made. You can ask us at any time to delete a recording of a conversation you took part in, and we will do so.

11. How we store and protect your information

Your information is held in the platforms described in Section 6 and, in some cases, in our own email, files and paper records. We take reasonable steps to protect it from misuse, interference, loss and unauthorised access, modification or disclosure, including access controls and passwords, limiting staff access to what each person needs, using reputable providers who maintain their own security measures, and relying on our payment providers to handle card data so that we never hold it.

No method of transmission or storage is completely secure. While we do our best to protect your information, we cannot guarantee absolute security.

12. How long we keep it

We keep personal information only for as long as we need it for the purposes described in this policy, or for as long as the law requires. Order, invoice and payment records are generally retained for at least seven years to meet tax and record-keeping obligations. Warranty and service records are kept for the life of the guarantee and a reasonable period afterwards. Marketing contact details are kept until you unsubscribe or ask us to remove them. Conversation recordings and transcripts are dealt with in Section 10. When information is no longer needed, we take reasonable steps to destroy it or de-identify it.

13. Accessing and correcting your information

You may ask us for access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date, incomplete or misleading. Contact us using the details in Section 16. We will respond within a reasonable time, usually within 30 days. There is no fee for making a request, though we may charge a reasonable cost for retrieving and providing extensive records, and we will tell you before doing so. In limited circumstances we may refuse access — for example, where doing so would unreasonably affect another person's privacy — and if we do, we will explain why in writing.

You may also ask us to delete your personal information. We will do so where we are able, but we cannot delete records we are required to keep — for example, transaction records held for tax purposes.

14. Data breaches

If a data breach occurs that is likely to result in serious harm to any individual whose information we hold, we will take immediate steps to contain and assess it, and we will notify affected individuals and, where applicable, the Office of the Australian Information Commissioner, in line with the Notifiable Data Breaches scheme.

15. Third-party websites and platforms

Our website, ads and listings may link to sites and platforms we do not control, including Facebook, Instagram, Facebook Marketplace and payment providers. Information you provide on those platforms is handled under their privacy policies, not ours. We encourage you to read them.

16. Complaints and contact

If you have a question about this policy, want to access or correct your information, or wish to complain about how we have handled your personal information, contact us at:

Unleashed Holdings Pty Ltd trading as Build A Gym, ABN 63 632 873 379

Email: darren@buildagym.com.au

Phone: 0413 866 221

We will acknowledge your complaint promptly, investigate it, and respond in writing, usually within 30 days. If you are not satisfied with our response, you may refer the matter to the Office of the Australian Information Commissioner at oaic.gov.au or 1300 363 992.

17. Changes to this policy

We may update this policy from time to time to reflect changes in our business, our systems or the law. The current version is always published at buildagym.com.au and takes effect from the date shown at the top of this page.