Privacy Policy

Recoupa (The Centre for Sustainable Debt Recovery Pty Ltd, trading as Recoupa) respects your privacy and is committed to protecting the personal information of our website visitors and clients. This Privacy Policy explains what information we collect, how we collect it, why we collect it, how we use and share it, and the choices you have regarding your data. We comply with applicable privacy laws, including the Australian Privacy Principles under the Privacy Act 1988 (Cth), to safeguard your information. By using our website or services, you agree to the terms of this Privacy Policy.

Personal Information We Collect

We may collect various types of personal information from you. This includes:

Contact Information: Name, email address, telephone number, postal address, and other identifiers that you may provide via forms or communications.
Organisational Details: If you represent an organisation (such as a local government, educational institution, or private company), we may collect your organisation’s name, your job title/role, and related contact details.
Inquiry and Communication Content: Any personal details you provide when contacting us (for example, the content of messages, feedback, or inquiries you send).
Transaction Information: If our services involve payments or orders, we may collect information necessary for processing the transaction (such as billing address or payment details [e.g. credit card information]). (Note: We do not store credit card numbers on our servers; any payments would be handled by secure third-party processors.)
Technical Data: When you visit our website, certain information is collected automatically. This may include your Internet Protocol (IP) address, browser type, device type, operating system, referring website, pages you viewed, the dates/times of visits, and other analytics data about your interaction with our site. This technical data is generally collected via cookies and similar tracking technologies (described more below).

We do not intentionally collect any special categories of personal data (such as sensitive personal information) through our website unless you voluntarily provide it. We also do not knowingly collect personal information from children under 16. If you believe a child has provided us with personal data, please contact us so we can remove it.

How We Collect Information

We collect personal information in a few different ways:

Directly from You: Most information is collected when you voluntarily provide it to us. For example, when you fill out a contact or inquiry form on our site, sign up for our newsletter, request information, call or email us, or otherwise communicate with us, you may provide your personal and organisational details. We use this information to respond to you and provide our services.
Through Automated Means: When you navigate and interact with our website, we use cookies, web beacons, and analytics tools to automatically collect technical data (such as IP address, browser, and usage details). This helps us understand how our site is used and improve the user experience. (See Cookies and Tracking Tools below for more detail.)
From Third Parties: In some cases, we may receive personal information about you from third-party sources. For example, if you are an end-user or customer of one of our client organisations, that organisation might share your information with us to facilitate services. We may also receive data from service providers (like analytics or advertising partners who help us analyse website traffic). If we obtain your information from a third party, we will treat it in accordance with this Privacy Policy and any applicable laws.

Why We Collect Your Information

We collect and use personal information for the following purposes:

To Provide and Improve Services: We use your information to deliver our services and products to you (or your organisation), to carry out any transactions or requests you make, and to maintain and improve the quality of our offerings. This includes using data to personalise your experience and to understand our site usage so we can make enhancements.
To Respond to Inquiries and Support Customers: Your contact details and communications enable us to respond to your questions, requests, or support needs. We may use your information to provide customer service and technical assistance.
To Communicate Updates and Informational Material: We may send administrative information (such as confirmations, service updates, or policy changes) via email or other contact information you provided. With your consent (where required by law), we might also send newsletters or marketing communications about new features, services, or events that may interest you. (You will have the option to opt out of marketing messages — see Communication Practices below.)
To Analyse and Improve Website Performance: We use data (mostly aggregated or technical data) to analyse how visitors use our site, measure the effectiveness of webpages or campaigns, and improve site functionality and user experience. Cookies and analytics tools help us gather this information.
To Ensure Security and Prevent Misuse: Some information (like IP address or user activity logs) may be used to protect the security of our website, our users, and our business — for example, to detect and prevent fraud, abuse, or other malicious activities.
To Comply with Legal Obligations: We may need to collect or retain certain information to comply with laws and regulations. For instance, keeping transaction records for accounting/tax purposes or providing information if properly required by law enforcement or regulatory authorities. We also collect data to ensure we abide by applicable data protection laws (such as obtaining consent where required).

We will only use your personal information for the purposes stated above or for purposes that are compatible with those reasons. If we need to use your data for an unrelated purpose, we will notify you and obtain your consent or ensure we have a lawful basis as required under relevant law.

How We Use, Store, and Share Your Information

Use of Information: Any personal information we collect is used strictly for the purposes described in this Policy. We do not sell or rent your personal data to third parties. We treat your information as confidential and handle it with care. Only authorised personnel and partners with a legitimate need will access your data.

Storage and Security: Recoupa’s website is hosted on the Wix.com platform. Wix provides us with the online platform that allows us to operate our site and services. Your data may be stored through Wix’s data storage, databases, and general Wix applications on secure servers. Wix stores data on secure servers behind a firewall, and all traffic on our site is encrypted via SSL (Secure Sockets Layer). We and our hosting provider take industry-standard security measures — including encryption in transit, firewalls, access controls, and regular monitoring — to protect your personal information from unauthorised access, alteration, disclosure, or destruction. Despite our efforts to safeguard information, no method of transmission over the Internet or electronic storage is 100% secure, so we cannot guarantee absolute security. However, we continuously update and review our security practices to mitigate risks.

Sharing and Disclosure: We only share personal information with third parties in a few specific situations:

Service Providers and Partners: We may share your information with trusted third-party service providers who perform functions necessary to operate our business or website. For example, this can include IT hosting providers (like Wix), email service providers, analytics companies, or consultants. These partners are given access only to the information needed to perform their support functions and are contractually obligated to keep your data confidential and use it only for the agreed-upon purposes.
Legal Compliance and Protection: We may disclose your information if required to do so by law or legal process, or if we have a good-faith belief that such action is necessary to (i) comply with a legal obligation, subpoena, or request from authorities, (ii) investigate or protect against legal claims, or (iii) protect the rights, property, or safety of Recoupa, our customers, or the public. This includes exchanging information with other companies and organisations for fraud protection and credit risk reduction, as permitted by law.
Business Transfers: If Recoupa undergoes a business transaction such as a merger, acquisition, restructuring, or sale of assets, your personal information may be transferred to the successor or new owner as part of that deal. If such a transfer occurs, we will ensure the new owner is bound to respect the terms of this Privacy Policy (at minimum, providing equivalent protection for your data), and we will notify you via the website or other means if any changes to the policy occur.
With Your Consent: In situations where you explicitly instruct us or consent to sharing your information with a third party (for example, partnering with another service or referring you to a third-party provider), we will share your data as directed by you.

Cross-Border Data: Recoupa is based in Australia, but the service providers we use (such as cloud hosting or email services) may process or store data in other countries. This means your personal information could be transferred and stored outside your state, province, or country. Regardless of where data is processed, we will take appropriate measures to ensure your information remains protected in line with this Privacy Policy and applicable law. If you are located in a jurisdiction with data transfer restrictions (for example, the European Economic Area), we will rely on approved legal mechanisms (such as standard contractual clauses) to transfer data lawfully.

We retain personal information only for as long as necessary to fulfill the purposes outlined in this Policy (unless a longer retention period is required or permitted by law). When we no longer need your personal information, we will securely erase, anonymise, or archive it as appropriate.

Cookies and Tracking Tools

Our website uses cookies and similar tracking technologies to enhance your experience and analyze usage. Cookies are small text files placed on your device when you visit a website. They allow the site to recognize your device and remember certain information about your visit (such as preferences or login status). We use the following types of cookies and trackers:

Essential Cookies: These are necessary for the website to function correctly and securely. For example, they may remember your session information as you navigate between pages. Without these, certain services you request (like submitting a form) might not be possible.
Analytics Cookies: We use third-party analytics tools (such as Google Analytics) to collect information about how visitors use our site. This data includes things like which pages are visited, how long users stay, how they arrived at our site, and what actions they take. The information is collected in an anonymous or aggregated form (e.g. overall website trends), and it helps us improve our website’s performance, content, and layout. Google Analytics may set its own cookies to perform these services. We do not receive personally identifying information through these cookies, only statistical data.
Functionality Cookies: These cookies remember choices you make (such as your language or region, or other preferences) to provide a more personalised experience. They can also be used to provide features you request, like remembering your login details or the contents of a form if you navigate away and come back.
Advertising and Tracking Cookies: From time to time, we may use advertising pixels or cookies (for example, from Google Ads/AdWords or social media platforms) to help deliver relevant advertisements to you. These cookies can track your browsing behaviour on our site and others to show you content tailored to your interests (often known as retargeting or interest-based advertising). Any advertisements you see as a result are intended to be relevant to you, and the cookies do not give us direct access to your personal details. Third-party ad networks that set these cookies have their own privacy policies and are not controlled by Recoupa.

Your Choices: When you first visit our site, you may see a cookies notice or banner (depending on your location) informing you of our use of cookies. By continuing to use our site, you consent to the placement of cookies as described. You have the right to control or disable cookies at any time. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies or alert you when cookies are being sent. You can also typically remove or block cookies through your browser settings. Please be aware that if you disable or reject cookies, some parts of our site might not function properly or your user experience may be degraded (for example, certain features or remembering your preferences may not work).

For more information on how to manage cookies and tracking technologies, you can refer to your browser’s help documentation. Some third-party analytics and advertising services (like Google) also provide their own opt-out mechanisms. For instance, you can opt out of Google Analytics by installing the Google Analytics Opt-out Browser Add-on.

Third-Party Links and Services

Our website may contain links to third-party websites or incorporate services from third parties (such as map embeds, social media widgets, or payment gateways). Please note that this Privacy Policy applies only to Recoupa’s website and practices. If you click a link to an external site or interact with a third-party service, their privacy policies and terms will govern your use of those sites/services, not ours. We do not control and are not responsible for the content, privacy practices, or data handling of any websites or companies that we do not own or manage. We provide these links or integrations for your convenience and reference only. We encourage you to review the privacy policies of any third-party sites or services before providing them with your personal information.

Communication Practices

We may use the personal information you provide to communicate with you, using various methods depending on what contact information you have given us (such as email, phone, or postal mail). Our communications with you will generally fall into the following categories:

Responses to Inquiries and Requests: If you contact us via our website forms, email, or phone, we will use your contact information to respond to you. For example, if you request a demo, ask a question, or seek support, we will reply via the email or phone number you provided.
Service and Administrative Communications: We may send you important administrative messages. These include communications necessary to fulfil our obligations and provide our services — for instance, confirmations of transactions or registrations, notifications about service features, policy or terms updates, security alerts, or other customer notices. Such communications are generally informational and not promotional in nature.
News and Marketing Communications: If you have consented to receive updates or subscribed to our newsletter, we may send you emails about Recoupa news, industry updates, new services or products, upcoming events, or other marketing content that we think could be valuable to you. We strive to send relevant and infrequent communications. Opt-Out: You have the choice to opt out of marketing or newsletter emails at any time. Each marketing email will include an “unsubscribe” link at the bottom; by clicking that link and confirming, you will be removed from future marketing mailings. Alternatively, you can contact us directly (see Contact Us below) to request removal from our marketing list. Please note that even if you opt out of marketing messages, we may still send you essential service or account communications (as described above) when necessary.

Opting Out and Preferences: You can control how we communicate with you. In addition to the unsubscribe options for emails, you may also notify us if you prefer not to be contacted by phone or postal mail for marketing purposes, and we will respect your preferences. We will not send you text/SMS messages or call you for marketing unless you have expressly agreed to that mode of contact. We do not engage in spam, and we do not provide your contact details to third parties for their own marketing use without your explicit consent.

Your Rights and Choices (Withdraw Consent, Access, Update, Deletion)

We respect your rights over your personal information. Under applicable privacy laws, and as part of our commitment to transparency and control, you have the following rights and choices regarding the information we hold about you:

Access Your Information: You have the right to request a copy of the personal information we hold about you. We will provide you with access to this data, except in certain limited circumstances (for example, if providing the data would reveal personal information about another individual or if we are legally prevented from disclosing such information). We will typically provide the information in a common electronic format.
Correct/Update Your Information: If any of your personal details are incorrect, outdated, or incomplete, you have the right to ask us to correct or update them. We encourage you to keep your information up to date and will promptly make the requested amendments where possible.
Withdraw Consent to Processing: If you have given consent for any particular use of your personal information, you may withdraw that consent at any time. For example, you can opt out of marketing emails as described above. If withdrawing consent means that we can no longer provide you with certain services (because some uses of data are integral to service delivery), we will let you know the implications so you can decide.
Delete Your Information: You may request that we delete or remove your personal information from our systems. We will honor such requests to the extent required by applicable law. Note that in some cases we may need to retain certain information for legal or administrative purposes (for example, records of transactions for financial reporting, or logs for security and fraud prevention). If complete deletion is not possible (e.g., due to technical backups or legal requirements), we will inform you and, if required, securely isolate the data from further use.
Object to or Restrict Processing: Where applicable law grants these rights (such as in certain jurisdictions like the EU under GDPR), you may have the right to object to our processing of your personal data (particularly for direct marketing or when we rely on legitimate interests as a basis). You may also have the right to request that we restrict processing of your data under certain circumstances (for instance, while a data correction request is pending).
Data Portability: Again, where relevant by law, you might have the right to obtain your personal information in a structured, commonly used, and machine-readable format, and to have that information transmitted to another data controller where technically feasible.

To exercise any of your rights, please contact us using the information in the Contact Us section below. For security, we may need to verify your identity before fulfilling certain requests (to ensure that the person making the request is authorised to do so). We will respond to your request within a reasonable timeframe and in accordance with applicable law. There is typically no cost for you to exercise these rights, but if your requests are unfounded or excessive (for example, repetitive requests), we may charge a reasonable fee or refuse to act on the request as permitted by law.

Importantly, we will always strive to honor your requests regarding your data. If you ask us to stop using your information or to delete it, we will do so unless we have a compelling legitimate ground to continue (such as an overriding legal obligation). If you have any questions about your rights or how to exercise them, you can always reach out to us for guidance.

Privacy Policy Updates

We may update or modify this Privacy Policy from time to time as our business, technology, or legal requirements change. We reserve the right to modify this Policy at any time, so please review it periodically. When we make changes, we will update the “Last Updated” date at the top or bottom of the Privacy Policy page. Changes and clarifications will take effect immediately upon being posted on our website, unless otherwise required by law.

If we make any material changes to how we collect, use, or share your personal information, we will provide a prominent notice on our website (or directly notify you if feasible, such as via email if you have provided one) to inform you of the update. By continuing to use our website or services after any changes to this Privacy Policy are posted, you acknowledge the revised Policy.

Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or how Recoupa handles your personal information, please contact us. We are here to help and will address your inquiries as promptly as possible.

Contact details for privacy inquiries:

Email: team@recoupa.com
Postal Mail: Recoupa – Privacy Officer, Level 2, 23 Foster Street, Surry Hills, NSW 2010, Australia

When contacting us, please provide sufficient detail about your question or request, including any relevant context. For example, if you are requesting access to your data, describe the interactions you’ve had with us so we can locate any records easily. We will respond to all legitimate inquiries and complaints in accordance with applicable law. If you are not satisfied with our response, and you are in a jurisdiction that provides further recourse, you may have the right to contact your local data protection authority.

Disclaimer (No Substitute for Legal Advice)

This Privacy Policy is intended to inform you about how Recoupa processes personal information; however, it is not a contract and is not intended as legal advice. While we strive to ensure that our privacy practices meet all relevant legal requirements and that this document is accurate and comprehensive, it may not address every specific situation or jurisdiction. Reading this Privacy Policy should not be seen as a substitute for consulting with a qualified attorney or seeking professional legal advice regarding your own rights or obligations.

If you have specific legal questions or concerns about privacy or data protection (either in relation to this Policy or in general), we encourage you to seek advice from a legal professional. Recoupa cannot provide legal advice to users, but we are happy to answer questions about our privacy practices and how we protect your data (see Contact Us above for how to reach our team).