Privacy policy

Privacy Policy

Last updated: July 3, 2026

This Privacy Policy explains how BIOGIENE INVESTMENTS PTY LTD, operating Neatva, collects, uses, shares, and protects information when customers browse, contact us, or place orders. Our goal is to keep the process simple and helpful, from browsing through delivery and any after-sale questions.

Customer service records may include emails, order numbers, delivery questions, return reasons, and product-specific details needed to resolve a request. When information is incomplete, we may ask for the missing order details before confirming the next step.

PERSONAL INFORMATION WE COLLECT

When you visit the Site, Device Information may be collected, including IP address, browser type, time zone, Cookies, pages viewed, search terms, and how you interact with the store. When you make or attempt a purchase, Order Information may include name, billing address, shipping address, payment information, email address, phone number, items ordered, order value, delivery information, and support messages.

HOW DO WE USE YOUR PERSONAL INFORMATION?

We use Order Information to fulfill orders placed through the Site, arrange for shipping, process payments, provide invoices and/or order confirmations, communicate with customers, handle returns and refunds, and screen our orders for potential risk or fraud. We use Order Information to fulfill orders, arrange shipping, process payments, send invoices or order confirmations, communicate with customers, manage returns and refunds, and screen for potential risk or fraud. Device Information helps us improve the store, support secure checkout, assess marketing performance, and understand how customers use the Site.

SHARING YOUR PERSONAL INFORMATION

We use Shopify to power our online store. We also use Google Analytics to help us understand how our customers use the Site. We may share personal information with service providers that help us operate the store, including Shopify, payment processors, shipping carriers, fulfillment partners, fraud prevention providers, analytics services, customer support tools, and professional advisers. We may also disclose information if required by law or to protect our rights, safety, customers, and business operations.

BEHAVIORAL ADVERTISING

We may use personal information to provide targeted advertising or marketing communications that may be of interest to customers. Customers can opt out of targeted advertising through Google Ads Settings at https://www.google.com/settings/ads/anonymous and through the Digital Advertising Alliance opt-out portal at https://optout.aboutads.info/.

YOUR RIGHTS

Depending on location and applicable law, including CCPA, GDPR, and similar privacy laws where applicable, residents may have the right to access, correct, or delete personal information, request portability, restrict certain processing, or object to certain uses of personal information. Requests may be sent to info@neatva.shop. We may need to verify identity before completing a request.

Financial Data Security

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed. If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. We follow all PCI-DSS requirements and implement additional generally accepted industry standards.

This means checkout data is safeguarded using industry-standard encrypted transmission before payment details are handled by Shopify Payments.

Cookies, International Processing, and Retention

Cookies and related technologies may support cart functions, checkout, preferences, fraud prevention, and performance measurement. Ecommerce service providers may process information internationally, and records are retained for operational needs, legal obligations, dispute handling, fraud prevention, and policy enforcement.

Children, Third-Party Links, and Updates

The Site is intended for adult customers. We do not knowingly collect personal information from children. Third-party links or services are governed by their own privacy practices. We may update this Privacy Policy to reflect changes in our store, services, or legal requirements.

Contact

Privacy questions may be sent to info@neatva.shop. Business address: UNIT 9U 175 LOWER GIBBES STREET CHATSWOOD, 2067 Australia. Phone: +61468107727. Support hours: Monday-Saturday: 9:00 AM - 5:00 PM PST.

PRODUCT SUPPORT RECORDS FOR RINSE TOOLS

When customers contact Neatva about produce strainers or rinse funnels, support messages may include order numbers, delivery photos, product photos, and descriptions of issues such as cracked rims, drainage holes, sliding handle fit, clip grip condition, or missing package contents. This information is used only to review the order, answer the request, document the support case, and apply the relevant store policy.

ORDER CONTEXT FOR KITCHEN PREP ITEMS

We may connect order details with the item purchased so support can understand whether the question concerns a clip-on pot strainer, an extendable sink colander, or a clear measuring rinse funnel. This helps us respond with accurate product-specific guidance rather than generic household-goods language.

HOW PRODUCT PHOTOS MAY BE USED IN SUPPORT

If a customer sends photos of a damaged or incorrect Neatva item, those photos are used to evaluate the support request, compare the item to the order record, and decide the next step under the return or shipping policy. For example, photos may show a clip grip, perforated drain section, cracked rim, missing handle, or packaging condition.

LIMITED CATEGORY-SPECIFIC RECORDS

We do not ask customers to provide unrelated household information when a product issue is about a rinse funnel or produce strainer. Support records should stay connected to the order, the purchased item, delivery status, payment status, and any photos or notes needed to resolve that specific kitchen-prep accessory request.

COMMUNICATION PREFERENCES

Customers may contact us through the current store-domain email for order support, policy questions, or privacy requests. Messages about Neatva products should avoid including sensitive payment credentials; support can review order status with the order number and checkout email instead.

PHOTOS, MEASUREMENTS, AND SUPPORT LIMITS

For Neatva support, a customer may voluntarily provide a photo of the kitchen accessory, packaging, drainage pattern, or damaged area. These files are not used to build unrelated profiles; they help us determine whether the order issue concerns carrier handling, an incorrect product, missing package contents, or a condition issue visible at delivery.

We do not need photos of private kitchens beyond what is necessary to show the item. Customers may crop images so long as the product, order issue, and packaging condition remain clear enough for review.

HOW WE KEEP CATEGORY DATA PRACTICAL

Neatva only needs ordinary ecommerce information to sell and support produce washing strainers. We do not request health information, household income, government identifiers, or full payment credentials to answer product questions about drainage holes, handles, rims, clip fit, or rinse capacity.