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Flexnet Privacy Policy

Effective date: 1 October 2026.

1. Who we are and what this covers

The Flexnet platform is a cloud platform for coffee roasters, provided by Flexnet Pty Ltd (Australia), Flexnet Inc. (USA) and Flexnet CA Inc. (Canada). Customers in Canada deal with Flexnet CA Inc., other customers in North America with Flexnet Inc., and everyone else with Flexnet Pty Ltd. In this policy "Flexnet", "we", "us" and "our" mean whichever of them is handling your personal information.

This policy covers our websites at flexnet.co and flexnet.app, the Flexnet platform, and any communications you have with us. Online storefronts that roasters run on our platform, whether at a web address we provide or on the roaster's own domain, are operated by the roaster, and the roaster's policies and terms apply to them.

We handle personal information in accordance with the Australian Privacy Principles and, where they apply, the UK GDPR, the EU GDPR, Canadian privacy law and US state privacy laws. Our Privacy Officer can be reached at hello@flexnet.co.

2. Our two roles

Information about you, held by us. When you visit our websites, contact us, request a demo, sign an agreement with us, or log in to the platform as a member of a customer's staff, we decide how your details are used.

Information roasters hold in Flexnet. Our customers load information about their own customers, contacts, suppliers, staff and shoppers into the platform. The roaster controls that information and we process it only on the roaster's instructions under our agreement with them. If your details are in a roaster's account, contact the roaster first.

3. What we collect about you

  • Contact details you give us, such as name, business, role, email address, phone number and address, when you enquire, request a demo, subscribe to updates, attend an event or sign an agreement.
  • Account details if you log in to the platform: name, email address, phone number, role and login credentials, or the name and email address your single sign-on provider shares with us.
  • Billing details for a customer's billing contact. Card and bank details are collected by our payment processor and we do not see full card numbers.
  • Support communications, including emails, tickets, messages and any files you send us.
  • Usage and device information, such as IP address, browser and device type, pages viewed, actions taken and timestamps, some of it collected by cookies.
  • Marketing engagement, such as whether you open our emails or visit pages on our website.

Our services are for businesses. We do not knowingly collect information from anyone under 16.

4. How we use it

We use information about you to respond to you; to provide, secure and support the platform; to bill and manage accounts; to send service notices; to send marketing about our products, which you can opt out of at any time; to understand and improve our services; to comply with law and enforce our agreements; and, if it arises, to evaluate a merger, acquisition or sale of our business.

Where the UK GDPR or EU GDPR applies, we rely on performance of a contract, our legitimate interests in running and improving our business, consent where the law requires it for marketing, and compliance with legal obligations.

We do not sell personal information and we do not share it for targeted advertising.

5. Who we share it with

  • Service providers that host our systems, deliver email and SMS, process payments, monitor errors, provide analytics, marketing and support tools, and provide AI capabilities. They act on our instructions. Our current providers, what they do and where they operate are listed on our Sub-processor page.
  • Our related companies, Flexnet Pty Ltd, Flexnet Inc. and Flexnet CA Inc., which help each other support customers.
  • Professional advisers such as lawyers, accountants, auditors and insurers.
  • Authorities where the law requires or permits it, or to protect our rights or someone's safety.
  • A successor if we sell or transfer our business, subject to this policy.

Overseas recipients. We store and process information in the United States, Singapore or Belgium, and our service providers operate in the United States and the other countries shown on our Sub-processor page. Where Australian law applies, we take reasonable steps, including written contracts, to ensure overseas recipients handle your information in line with the Australian Privacy Principles. Where UK or EU law applies, we rely on the UK International Data Transfer Addendum and the EU Standard Contractual Clauses for transfers to countries without an adequacy decision. You can ask the Privacy Officer for details of these safeguards.

6. Cookies

Our websites use essential cookies that make the site work, analytics cookies that show us how the site is used, and marketing cookies that measure our campaigns. If you visit from the United Kingdom or the European Economic Area, analytics and marketing cookies are set only if you accept them in the cookie banner, and you can change your choice from the footer at any time. You can also block or delete cookies in your browser. The platform itself uses only cookies and local storage needed to keep you logged in and remember your settings.

7. How long we keep it

We keep information about you for as long as we need it for the purposes above, and then for as long as the law requires us to keep records, which for financial and contract records can be up to seven years. Marketing details are kept until you opt out or until we have had no contact with you for a reasonable period. Information roasters hold in Flexnet is kept for the life of their subscription and then deleted on the schedule in their agreement.

8. Your rights

You can ask us for access to the personal information we hold about you, ask us to correct or delete it, and opt out of marketing using the unsubscribe link in any marketing email or by contacting the Privacy Officer. If you are in the United Kingdom or the European Economic Area you can also object to or restrict processing, ask for a portable copy, and withdraw consent. If you are in Canada you have rights of access and correction under Canadian privacy law. If you are in a US state with a consumer privacy law you may have similar rights of access, correction, deletion and portability. We will respond within 30 days, or sooner where the law requires, and may need to verify your identity first.

9. Information roasters hold in Flexnet

If you are a customer, contact, supplier or shopper of a roaster that uses Flexnet, the roaster controls your information. We host it, keep it secure and process it only to provide the platform and support to the roaster under our agreement and Data Processing Addendum with them. We do not use it for our own marketing, we do not sell it, and we do not use it to train artificial intelligence models. It is stored in the United States, Singapore or Belgium, in the hosting region we assign to the roaster's account, and handled by the service providers on our Sub-processor page.

If you shop on a roaster's storefront, the roaster is the merchant and its policies and terms apply. Please send any request about your information to the roaster. If you contact us instead, we will pass your request to the roaster and help them respond.

10. Artificial intelligence

Some platform features and our support tools use artificial intelligence services from third-party providers to draft, summarise or research information that our customers enter. These providers act as our processors, are bound by written terms that prohibit using the information to train their models and that limit how long they keep it, and are listed on our Sub-processor page. Platform features run only when a customer's user chooses to use them. AI output is a suggestion for a person to review; we do not use AI to make decisions that have legal or similarly significant effects on any individual.

11. Security

We protect personal information with encryption in transit and at rest, separation of each customer's data, access controls and audit logging for our staff, automated backups, monitoring and a written incident response plan. No system is perfectly secure. If a data breach affects you and the law requires notification, we will notify you and the relevant regulator.

12. Complaints

If you have a concern about how we have handled your personal information, contact the Privacy Officer at hello@flexnet.co. We will acknowledge your complaint promptly and aim to resolve it within 30 days. If you are not satisfied, you can complain to the Office of the Australian Information Commissioner (oaic.gov.au), the UK Information Commissioner's Office (ico.org.uk), the Office of the Privacy Commissioner of Canada (priv.gc.ca), or your local data protection authority in the European Economic Area.

13. Changes

We will post changes to this policy here with a new effective date, and will tell customers by email about changes that materially affect how we use their information.