Privacy policy

Who we are

Elevate Wholesale is a business name of Kikai Distribution Pty Ltd (ABN 19 652 104 062), 1/1 Capital Place, Carrum Downs VIC 3201. We supply organic, natural and health products to Australian retailers and practitioners. In this policy "we", "us" and "our" mean Elevate Wholesale.

We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). Our store is for businesses, but the people we deal with (owners, buyers, staff) are individuals, so this policy applies to their information.

What we collect

• Trade account details: your name, business name, ABN, business type, email, phone, and business and delivery addresses.
• Account and order information: what you order, prices and discounts on your account, payment terms, credit limit, invoices, deliveries and returns.
• Payment information: card payments are processed by Stripe. Your card number is entered straight into Stripe's secure form and never reaches or is stored on our systems; we keep only the payment reference, the card brand and the last four digits.
• Messages and calls: what you send us by email, website chat or phone. Our website chat and customer service line may be answered by an AI assistant ("Steve"); conversations are recorded as text transcripts so we can answer you and follow up.
• Website use: pages viewed, device and browser type, approximate location and similar data collected through cookies and Google Analytics.

We don't ask for sensitive information (such as health information) and ask that you don't send it to us.

How we collect it

Mostly directly from you: when you apply for a trade account, sign in (including "Continue with Google", which shares your name and email with us), place an order, chat with us, call or email. We may also collect information from public sources such as the Australian Business Register to confirm an ABN, and from our delivery and payment providers about your orders.

Why we use it

• To assess trade applications and verify businesses.
• To show your trade prices, process orders and payments, deliver goods, invoice and collect payment, and handle returns and refunds.
• To manage your account terms, credit limits and holds.
• To answer questions, including through our AI assistant, and to follow up requests you make.
• To send service emails about your account and orders (these aren't optional while you have an account).
• To send product news and offers, if you haven't opted out. Every marketing email has an unsubscribe link.
• To run, secure and improve the website, prevent fraud, and meet our legal, tax and accounting obligations.

Who we share it with

We don't sell or rent personal information. We share it only as needed with service providers who help us run the business, under contracts or terms that require them to protect it:

• Stripe (card payments)
• Our hosting and database providers (DigitalOcean, Supabase) and email provider (Resend)
• Accounting, inventory and ordering systems (such as Xero)
• Couriers and Australia Post, to deliver your orders
• Google (Analytics, and "Continue with Google" sign-in if you use it)
• AI service providers that power our chat and phone assistant (such as OpenRouter and the model providers it routes to)

We may also disclose information where the law requires or allows it, for example to a government authority or to protect our rights.

Overseas disclosure

Some of these providers store or process information outside Australia, including in the United States and other countries where they operate (for example Stripe, Google, Resend and our AI providers). We take reasonable steps to ensure they handle it consistently with the APPs.

Cookies and analytics

We use cookies to keep you signed in, remember your cart and make the site work. We use Google Analytics to understand how the site is used; it records usage data with IP addresses anonymised. You can block or delete cookies in your browser, though the store won't work properly without the essential ones.

Security and retention

We protect information with access controls, encrypted connections (HTTPS), secure hosting and limited staff access. No system is perfectly secure, and we'll act promptly on any data breach, including notifying you and the Office of the Australian Information Commissioner (OAIC) where the Notifiable Data Breaches scheme requires it.

We keep account, order and invoice records for at least 7 years because tax law requires it. We keep chat and call transcripts for up to 2 years, then delete or de-identify them. We delete or de-identify other information when we no longer need it.

Access, correction and complaints

You can ask to see the personal information we hold about you, or ask us to correct it. Most details can be updated in your account; for anything else, contact us. We'll respond within 30 days and won't charge you to make a request.

If you have a privacy concern or complaint, contact us first and we'll respond within 30 days. If you're not satisfied, you can complain to the OAIC at oaic.gov.au or on 1300 363 992.

Contact us

Privacy Officer, Elevate Wholesale, 1/1 Capital Place, Carrum Downs VIC 3201. Phone 03 7073 3813. Email sales@elevatewholesale.com.au.

Changes to this policy

We may update this policy from time to time; the current version is always on this page. Last updated 19 September 2026.