Privacy Policy
- this website (the website); or
- advertisements and forms (together the advertisement), distributed by or on third-party websites (e.g. Facebook), that reference this Privacy Policy.
1. What is personal information?
- whether the information or opinion is true or not; and
- whether the information or opinion is recorded in a material form or not.
2. What information do we collect?
The kind of personal information that we collect from you depends on how you use the website or interact with the advertisement. Information we may collect and hold about you includes:
- tour name, email address, phone number, and shipping and billing addresses, collected when you create an account or place an order.
- order history, product preferences, subscription details, and customer service correspondence.
- messages you send to our chat assistant Debby, together with the related session and metadata described in section 4.
- browsing behaviour, IP address, browser type, device identifiers, and other technical information typically collected via cookies and analytics tools (see section 3).
- general location information, typically derived from your IP address or your shipping address. We do not collect precise GPS location.
We do not store your full payment card details. Card details that you enter at checkout are sent directly from your browser to our payment processors (Stripe and PayPal) using their hosted payment forms. Those details are not transmitted through, or stored on, our systems. The payment processors return only a transaction reference and limited metadata (such as the last four digits of the card and the card brand) for our records.
3. How we collect your personal information
We may collect personal information from you whenever you input such information into the website or the advertisement, for example by creating an account, placing an order, subscribing to our mailing list, sending a message to Debby, or contacting our customer service team.
We also use cookies and similar technologies to recognise your device when you use the website and to help customise your experience. As a general rule, it is not possible to identify you personally from our use of first-party cookies alone.
Our website uses a number of third-party analytics, advertising, and usability tools that may collect information about your activity on our website and combine it with information they hold from other sources. These currently include:
- Microsoft Clarity, which records interactions with our pages including mouse movements, scrolls, and clicks for usability analysis.
- Google Analytics, which provides aggregated visit and conversion reporting.
- the Meta (Facebook and Instagram) pixel, which supports advertising measurement and remarketing.
- Pixel Manager for WooCommerce and Google for WooCommerce, which support conversion tracking and product feed delivery.
- Cloudflare Turnstile or similar bot-protection services, which assess whether requests are coming from a human or an automated agent.
These services use cookies, pixels, and similar technologies. Information collected may be transferred to and processed on servers located outside Australia, including in the United States. Each provider’s handling of that information is governed by its own privacy policy. Where our website displays a cookie consent banner, you can use the controls there to manage which categories of tracking are active. You can also adjust your browser settings to block or limit cookies, although doing so may affect the functionality of the website.
4. AI chat assistant ("Debby")
Our website includes an AI-powered chat assistant called Debby, built to help you with questions about our products, ingredients, and related topics. This section explains how we handle information exchanged through Debby, in addition to the general practices described elsewhere in this policy.
When you interact with Debby, we and our service providers process:
- The messages you send to Debby
- Debby’s replies
- Session identifiers used to maintain conversation continuity within a single chat
- The product or page you are viewing at the time, where relevant
- Timing information about your chat session
Chat messages may include sensitive information within the meaning of Australian Privacy Principle 3, including but not limited to information about health conditions, medications, pregnancy, breastfeeding, mental health, dietary preferences, allergies, and symptoms you describe. You are not required to share sensitive information to use Debby, and we encourage you to share only what is necessary for the question you are asking.
By choosing to type a message that contains sensitive information into Debby and clicking send, you expressly consent to our collection and handling of that sensitive information for the purposes described in this policy. You can withdraw that consent at any time by ceasing to use Debby and by following the deletion process mentioned below.
Debby is powered by a third-party large language model service provided by Anthropic PBC, a company based in the United States. Each message you send to Debby is transmitted to Anthropic’s servers for processing, and Anthropic’s response is returned to you through our website.
By choosing to type a message into Debby and clicking send, you expressly consent to that message being transferred to and processed by Anthropic in the United States. This express consent is required because Anthropic is not bound by the Australian Privacy Principles, and your consent is the basis on which we may make this overseas disclosure under Australian Privacy Principle 8.
Anthropic’s handling of the information is governed by its own privacy policy, available at . Anthropic has represented to us that information submitted via its API is not used to train its models.
If you do not wish to have your messages transferred to and processed by Anthropic, please do not use Debby. You can still contact us directly through the methods listed in section 9.
We maintain a log of chat interactions on our own servers in Australia. This log includes your messages, Debby’s replies, the session identifier, and related metadata.
We retain this information for up to 12 months from the date of the chat, after which it is automatically deleted, except where we are required by law to retain it for longer (for example, where a record forms part of an investigation, complaint, or legal proceeding).
We use chat logs to:
- Improve the quality of Debby’s responses over time
- Investigate and resolve customer service issues
- Monitor for inappropriate, harmful, or unlawful use of Debby
- Comply with our legal obligations
Our staff access these logs only where reasonably necessary for the purposes above.
Debby includes automated safety controls that reduce the risk of recommending products that may be unsuitable for your stated context. For example, where your messages indicate that you are pregnant, breastfeeding, recovering from an eating disorder, or asking on behalf of a child under 15, certain products will not be recommended and you will be referred to your GP or an Accredited Practising Dietitian.
Where Debby’s automated systems decide not to recommend a particular product because of a stated contraindication, this decision is made automatically by software based on patterns in your messages, not by an individual review by a person. The decision affects what product information is shown to you in that conversation. It does not affect your ability to browse the website, place an order through the standard checkout, or contact us directly.
If you believe a recommendation has been incorrectly suppressed, or you would like a person to assist you instead of the automated assistant, please contact us using the methods in section 9.
These automated safety controls are not a substitute for professional medical advice, and you should always consult a qualified practitioner before acting on anything Debby tells you.
Debby is an automated system. The recommendations, answers, and information Debby provides are generated automatically by a large language model, not by a human. Debby is not a substitute for advice from a qualified healthcare practitioner, pharmacist, doctor, dietitian, or other professional. If you have a health condition, take prescription medications, are pregnant or breastfeeding, or have other specific health concerns, please consult an appropriate practitioner before making decisions based on what Debby tells you.
Debby does not make purchasing decisions for you, process payments, or take actions on your account. Any purchase remains your decision and is completed through our standard checkout.
Consistent with sections 6 and 7 of this policy, you can request access to and correction of your personal information held in Debby chat logs, and you can complain about our privacy practices. If you wish to request that we delete your chat history before the 12-month automatic deletion window, please contact us using the methods in section 9 and provide enough information to identify the relevant session or sessions (for example, the approximate date of the chat and the email address or account associated with it).
5. Purpose of collection
The primary purpose for which we collect personal information is to operate our website, fulfil orders, provide customer support, communicate with you about our products, and improve your experience on the website.
We customarily disclose personal information only to:
- Our service providers who assist us in operating the website, fulfilling orders, processing payments, and delivering shipments (for example, our hosting provider, payment processors, shipping carriers, and email service providers).
- Anthropic PBC, where you choose to use Debby (see section 4).
- The third-party analytics, advertising, and usability tools described in section 3.
- Maintenance and support personnel acting in the normal course of their duties.
- Other recipients with your consent, or as required or permitted by law.
Where we send you direct marketing material, such as promotional emails or SMS messages, we will only do so where:
- You have provided express or inferred consent under the Spam Act 2003 (CWth)
- We have collected the contact information directly from you
- The material is of a type that you would reasonably expect to receive from us
Every commercial electronic message we send will include a functional unsubscribe facility and will identify us as the sender, as required by the Spam Act 2003 (Cth). We do not use sensitive personal information for direct marketing activity. To withdraw consent at any time, click the unsubscribe link in any of our messages or contact us via section 9.
6. Access and correction
Australian Privacy Principle 12 permits you to obtain access to the personal information we hold about you in certain circumstances. Australian Privacy Principle 13 allows you to correct inaccurate, out-of-date, incomplete, irrelevant, or misleading personal information, subject to certain exceptions.
If you would like to access or correct the personal information we hold about you, please contact us using the methods in section 9. We may need to verify your identity before responding.
We will respond to your access or correction request within a reasonable period, normally within 30 days of receiving it. Where we are unable to comply within that period, we will tell you and explain why. Where we agree to provide access, we may do so in the manner you request, or by another reasonable means. We may charge a reasonable fee for giving access where the request involves substantial work; we will not charge a fee for making a correction.
If we refuse a request, we will tell you in writing, explain the reason for the refusal, and explain how you can complain about the refusal (see section 7).
7. Complaint procedure
If you have a complaint concerning the manner in which we maintain the privacy of your personal information, please contact us using the methods in section 9. All complaints will be considered by our Privacy Officer. We may seek further information from you to clarify your concerns.
We will acknowledge your complaint within 7 days of receiving it and aim to provide a substantive response within 30 days. If we agree that your complaint is well founded, we will, in consultation with you, take appropriate steps to rectify the problem.
If you remain dissatisfied with the outcome, you may refer the matter to the Office of the Australian Information Commissioner:
- Website:
- Phone: 1300 363 992
- Post: GPO Box 5288, Sydney NSW 2001
8. Overseas transfer
Our website is hosted on servers located in Sydney, Australia. The personal information we collect about you is primarily stored in Australia.
Some personal information is disclosed to recipients located outside Australia in the following circumstances:
- United States: messages you send to our chat assistant Debby are processed by Anthropic PBC (see section 4). Information collected by our analytics, advertising, and usability tools (Microsoft Clarity, Google Analytics, the Meta pixel, Pixel Manager for WooCommerce, Google for WooCommerce, and similar) is processed by those providers, who may store data on servers in the United States or other countries.
- Australia and overseas: order fulfilment, customer service, and email service partners may receive shipping and contact details necessary to deliver your order or to contact you about it.
- Payment processors: Stripe and PayPal process payment information you submit at checkout. These processors operate in multiple jurisdictions including the United States, Australia, and others. We do not control where these processors store data; their privacy policies apply to that processing.
Where we disclose personal information to recipients outside Australia, we take reasonable steps to ensure that the recipient handles your information in a manner consistent with the Australian Privacy Principles. However, you acknowledge that overseas recipients may be subject to laws different from Australian privacy law, and that some recipients (including Anthropic, the analytics providers, and the payment processors) operate under their own privacy frameworks rather than the Australian Privacy Principles.
By using our website, our chat assistant Debby, or completing a purchase, you consent to these overseas disclosures.
9. How to contact us about privacy
Our Privacy Officer is responsible for handling privacy queries, access requests, correction requests, and complaints. You can contact our Privacy Officer in any of the following ways:
- Email: ]
- Post: PO Box 140, Salisbury QLD 4107
When contacting us, please include enough information for us to verify your identity and to understand what you are asking. Where you are making an access, correction, or deletion request, please describe the personal information or chat session you are referring to as specifically as you can.
10. Children
Our website and our chat assistant Debby are not directed at children under 18. We do not knowingly collect personal information from children under 18 without the consent of a parent or guardian. If you become aware that a child has provided personal information through our website or Debby, please contact us via section 9 and we will take reasonable steps to delete that information.
Where Debby’s automated safety controls detect that a customer’s question relates to a child under 15, for example a parent asking about creatine for a teenage child, Debby will refer the customer to the child’s GP and will not recommend specific Designed by Dietitians products in that conversation.
11. Data breach notification
If we become aware of a data breach affecting personal information that is likely to result in serious harm to you, we will notify you and the Office of the Australian Information Commissioner as required by the Privacy Act 1988 (Cwth), Part IIIC.
Notification will include, where reasonably possible, a description of the breach, the kinds of information involved, the steps we have taken in response, and the steps you can take to protect yourself.
12. Changes to this policy
We may update this Privacy Policy from time to time to reflect changes in our practices or in the law. The current version is published on our website and is effective from the date shown at the top of the policy.
Where we make material changes, we will take reasonable steps to bring those changes to your attention, for example by displaying a notice on the website or by emailing registered customers.
Your continued use of the website, our chat assistant Debby, or our services after a material change is published constitutes acceptance of the updated policy. If you do not accept a change, please contact us via section 9.