Privacy Policy

This Privacy Policy explains how we collect, hold, use and disclose personal information when you visit our website, contact us, book an appointment, purchase a watch, sell or consign a watch, request a valuation, trade, sourcing, servicing or repair service, submit a warranty claim, or otherwise interact with Tell the Time Co.

Tell the Time Co. is based in Sydney, Australia. We aim to handle personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 and the Australian Privacy Principles where they apply to our business.

By using our website or providing personal information to us, you acknowledge that your information may be handled as described in this Privacy Policy.

1. About Tell the Time Co.

Tell the Time Co. is a Sydney-based luxury timepiece dealer.

Our services may include:

• Buying and selling luxury watches
• Watch trades and valuations
• Consignment services
• Watch sourcing
• Servicing and repair assistance
• Warranty assessments and repairs
• Appointment-based watch viewings
• Online enquiries and sales
• Australia-wide delivery where available

In this Privacy Policy, “Tell the Time Co.”, “we”, “us” and “our” refer to the business operating Tell the Time Co.

2. What Is Personal Information?

Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable.

The types of personal information we collect will depend on how you interact with us and the products or services you request.

We do not generally seek to collect sensitive information unless it is reasonably necessary, you have consented, or the collection is otherwise permitted or required by law.

3. Personal Information We May Collect

Contact Information

We may collect:

• Your full name
• Email address
• Telephone number
• Residential, billing or delivery address
• Social media username or account information where you contact us through social media
• Your preferred method of communication

Identity and Verification Information

For certain transactions, we may collect:

• Date of birth
• Details or copies of government-issued identification
• Proof of address
• Information required to verify your identity
• Information confirming that you are authorised to use a payment method
• Information concerning a company or other entity you represent
• Information confirming your authority to act for another person or entity
• Proof of ownership where you sell, trade or consign a watch
• Other information reasonably required for security, fraud prevention or transaction verification

We will only request identity and verification information where we reasonably consider it necessary for the transaction, our security, our business operations or compliance with applicable legal obligations.

Transaction and Payment Information

We may collect:

• Details of watches you enquire about, reserve, purchase, sell, trade or consign
• Purchase price, sale price, trade value, deposit and payment information
• Tax invoices, receipts and order confirmations
• Payment method and payment status
• Bank account details where required to pay a seller or consignor
• Transaction reference numbers
• Delivery and collection information
• Refund, dispute and chargeback information
• Limited payment information received from payment providers

We generally do not directly store complete credit or debit card details. Card payments are normally processed by third-party payment service providers.

Watch and Ownership Information

We may collect:

• Watch brand, model and reference number
• Watch serial number
• Purchase and ownership history
• Service history
• Condition and inspection records
• Box, papers, warranty card and accessory information
• Photos and videos of the watch
• Information about provenance or authenticity
• Valuation, trade, consignment and payout information

We may partially obscure serial numbers or other identifying information when advertising watches publicly.

Servicing, Repair and Warranty Information

We may collect:

• Details of reported faults or concerns
• Inspection and diagnostic reports
• Service and repair history
• Watchmaker or service-centre correspondence
• Warranty claim details
• Photos, videos and supporting evidence
• Delivery, collection and repair records
• Quotes, approvals and invoices

Appointment and Communication Information

We may collect:

• Appointment dates and times
• Showroom visit details
• Email and telephone correspondence
• Website-form submissions
• Social media and messaging correspondence
• Enquiries, feedback, complaints and review information
• Notes relevant to your requested service or transaction

Website and Technical Information

When you use our website, we or our service providers may collect:

• Internet Protocol address
• Browser and device information
• Approximate location derived from your IP address
• Pages viewed
• Time spent on the website
• Referral source
• Website interactions and form submissions
• Cookie and advertising identifiers
• Products viewed, reserved or added to a cart
• Marketing preferences and interactions
• Website performance, security and error information

CCTV Information

Our showroom or business premises may use CCTV for safety, security, loss prevention, fraud prevention and the protection of customers, staff and watches.

CCTV may record individuals entering, leaving or attending our premises.

CCTV footage will only be accessed where reasonably necessary for security, incident investigation, dispute resolution, insurance, loss prevention or where required or authorised by law.

4. How We Collect Personal Information

We generally collect personal information directly from you when you:

• Browse or use our website
• Complete an enquiry, appointment, reservation or contact form
• Contact us by email, telephone, social media or messaging service
• Visit our showroom
• Purchase, reserve, collect or return a watch
• Sell, trade or consign a watch
• Request a valuation or sourcing service
• Request servicing, repairs or warranty assistance
• Provide identity or payment-verification information
• Subscribe to marketing communications
• Participate in a promotion, survey or event
• Leave a review or provide feedback

We may also collect relevant information from:

• Payment processors and financial institutions
• Couriers, delivery providers and insurers
• Watchmakers, repairers and service centres
• Consignors, sellers and other parties involved in a transaction
• Authentication and valuation providers
• Fraud-prevention and identity-verification providers
• Publicly available sources
• Social media and online platforms
• Government agencies, regulators, police or courts
• Your authorised representative

We will only collect information from third parties where it is reasonably necessary and permitted by law.

5. Why We Collect and Use Personal Information

We may collect, hold and use personal information to:

• Respond to enquiries
• Arrange and manage appointments
• Process purchases, sales, trades and consignments
• Reserve, source, deliver or arrange collection of watches
• Verify identity, ownership, payment and transaction details
• Assess watch condition, authenticity and value
• Prepare invoices, receipts, contracts and consignment agreements
• Make payments to sellers and consignors
• Provide servicing, repairs and warranty assistance
• Communicate about orders, appointments, deliveries and services
• Provide customer support before and after a purchase
• Investigate disputes, chargebacks, fraud or suspicious activity
• Protect customers, staff, premises and inventory
• Operate, secure and improve our website
• Understand how customers interact with our website and advertising
• Maintain financial, taxation, accounting and business records
• Comply with second-hand dealer and other applicable legal obligations
• Send marketing communications where permitted
• Manage complaints, insurance matters and legal claims
• Improve our products, services and customer experience

We may also use personal information for another purpose where you have consented, where you would reasonably expect us to do so, or where the use is permitted or required by law.

6. Identity, Payment and Fraud Verification

For certain transactions, we may reasonably request information to confirm your:

• Identity
• Residential or delivery address
• Authority to use a payment method
• Authority to act for another person or entity
• Ownership of a watch
• Bank account or payout information
• Transaction details

This information may be used to:

• Verify customers, sellers and consignors
• Prevent fraud, theft, unauthorised payments and chargebacks
• Protect our customers, staff, premises and inventory
• Confirm ownership and authority to sell or consign a watch
• Investigate unusual, disputed or high-value transactions
• Meet second-hand dealer, taxation, accounting, court-order and other applicable legal obligations

We may disclose relevant information to payment providers, financial institutions, fraud-prevention providers, insurers, police, courts, regulators or other authorised parties where reasonably necessary or required by law.

We may be unable to complete or continue a transaction where reasonably requested verification information is not provided.

7. Payments

Payments may be processed by third-party payment providers, including Square or another payment provider made available through our website or agreed at the time of purchase.

Payment providers may independently collect and process information including:

• Card and payment details
• Billing information
• Device and browser information
• IP address
• Transaction history
• Security and fraud-prevention information

The payment provider’s handling of personal information is governed by its own privacy policy and terms.

We may receive limited information from payment providers, including:

• Your name and contact details
• The amount paid
• Payment method
• Transaction reference number
• Payment status
• Fraud or verification results
• Chargeback or dispute information

You should not send complete credit or debit card details through email, text message or social media.

8. Selling, Trading and Consignment Services

When you sell, trade or consign a watch through Tell the Time Co., we may collect and retain:

• Your identity and contact information
• Proof of ownership
• Watch serial numbers and supporting documentation
• Bank account and payout information
• Agreed pricing, reserve price and commission
• Photos, videos and condition reports
• Service and ownership information
• Communications concerning the sale, trade or consignment

We may use information, descriptions, photographs and videos of the watch to advertise and present it to prospective purchasers.

We will not ordinarily publish the seller’s or consignor’s name, personal address, personal contact details or payment information.

We may disclose relevant watch and transaction information to prospective purchasers, authenticators, watchmakers, insurers, couriers, payment providers and professional advisers where reasonably necessary to manage or complete the transaction.

9. When We Disclose Personal Information

We may disclose relevant personal information to:

• Payment processors, banks and financial institutions
• Couriers, delivery companies and transit insurers
• Watchmakers, repair providers and service centres
• Watch authentication, valuation and inspection providers
• Website developers, hosting providers and database providers
• Cloud-storage and information-technology providers
• Customer communication and appointment providers
• Analytics, advertising and marketing providers
• Accountants, auditors, insurers, lawyers and professional advisers
• Fraud-prevention, identity-verification and security providers
• Consignors, sellers, purchasers or other transaction participants where reasonably necessary
• Government bodies, regulators, courts, police or law-enforcement agencies
• A prospective purchaser or adviser involved in a sale, restructure or transfer of our business, subject to appropriate confidentiality protections
• Other parties where you have authorised the disclosure

We aim to disclose only the information reasonably necessary for the relevant purpose.

We do not sell or rent customer personal information for monetary consideration.

However, certain analytics and advertising tools may receive website and device information as explained in the Cookies, Analytics and Advertising Technologies section below.

10. Cookies, Analytics and Advertising Technologies

Our website may use cookies, pixels, tags, software development kits and similar technologies to operate the website, understand visitor activity, improve our services and measure advertising performance.

Depending on how our website is configured, we may use some or all of the following:

• Google Analytics
• Google Ads
• Google conversion tracking
• Meta Pixel
• Meta advertising and conversion tools
• Firebase
• Square payment and transaction technologies
• Social media tags and integrations
• Website security, performance and error-monitoring tools
• Other similar analytics and advertising technologies

These technologies may collect:

• Your IP address
• Browser and device information
• Approximate location
• Pages viewed
• Website actions and interactions
• Referral source
• Date and time of visits
• Products viewed, reserved or added to a cart
• Form and enquiry activity
• Advertising and cookie identifiers
• Purchase and conversion information
• Website performance and security information

This information may be used to:

• Operate and secure our website
• Analyse website performance
• Understand customer interests
• Improve our website and services
• Detect and prevent fraud
• Measure advertising results
• Create advertising audiences
• Display more relevant advertising where permitted

Third-party providers may combine information collected through our website with information they already hold about you, in accordance with their own privacy policies.

Where appropriate, our website may provide a cookie notice or preference tool that allows visitors to manage optional analytics and advertising technologies.

You may also restrict or delete cookies through your browser settings. Disabling certain cookies may affect website functionality.

11. Direct Marketing

Where you have consented, or where otherwise permitted by law, we may send you information about:

• New watch arrivals
• Available inventory
• Offers and promotions
• Events and appointment availability
• Selling and consignment services
• Watch sourcing
• Other Tell the Time Co. products, services and updates

Marketing communications may be sent by:

• Email
• SMS
• Telephone
• Social media
• Messaging services
• Other channels through which you have communicated with us

You can unsubscribe or withdraw your consent at any time by:

• Using the unsubscribe link in an email
• Replying “STOP” where that option is provided
• Contacting us at admin@tellthetimeco.com
• Calling us on 0478 239 999

We will process valid unsubscribe requests as required by applicable law.

Administrative communications relating to an existing purchase, payment, appointment, delivery, consignment, warranty, repair or customer-service matter are not marketing communications and may still be sent where reasonably necessary.

12. Storage and Overseas Processing

Tell the Time Co. is based in Australia and manages its business operations from Australia.

However, some third-party providers we use may store, access, process or back up personal information outside Australia.

These providers may include:

• Square and other payment processors
• Google services, including Firebase, Google Analytics and Google Ads
• Meta services, including Meta Pixel
• Website hosting and database providers
• Cloud-storage and email providers
• Website security and technical-support providers
• Communication, courier and marketing platforms

Information may be processed in countries where these providers, their related companies or their service providers operate.

The locations involved may change as our providers and systems change.

Where applicable, we take reasonable steps when selecting and working with service providers to ensure personal information is handled securely and consistently with applicable Australian privacy requirements.

13. Automated Fraud and Transaction Checks

We and our service providers may use automated systems to help:

• Process payments
• Identify suspected fraud
• Assess payment or transaction risk
• Secure accounts and transactions
• Verify transaction information
• Determine whether additional information or manual review is required

These systems may consider:

• Payment and transaction information
• Device and browser information
• IP address and approximate location
• Account and order history
• Billing and delivery information
• Security and verification indicators
• Previous payment disputes or chargebacks

An automated system may flag, delay, restrict or decline a payment or transaction where a potential security or fraud risk is identified.

Where practical, you may contact us if you believe a transaction has been incorrectly declined or requires further review.

14. How We Protect Personal Information

We take reasonable steps to protect personal information from:

• Misuse
• Interference
• Loss
• Unauthorised access
• Unauthorised modification
• Unauthorised disclosure

Our safeguards may include:

• Password protection and access controls
• Multi-factor authentication where available
• Secure payment providers
• Restricted access to customer and transaction records
• Secure physical storage
• CCTV and premises-security measures
• Confidentiality requirements
• Secure document disposal
• Software updates and security monitoring
• Reviewing the information we collect and retain

No electronic transmission or storage system is completely secure. We cannot guarantee absolute security, but we take reasonable precautions appropriate to the nature of the information we hold.

15. Data Breaches

If a suspected data breach occurs, we will assess and respond to it in accordance with applicable legal obligations.

Where a data breach is likely to cause serious harm and notification is required by law, we will notify affected individuals and the relevant regulator as required.

16. How Long We Keep Personal Information

We retain personal information for as long as reasonably necessary to:

• Complete the purpose for which it was collected
• Manage purchases, consignments, warranties, servicing and repairs
• Maintain accurate business and transaction records
• Respond to complaints, disputes, chargebacks and legal claims
• Meet taxation, accounting, licensing and other legal obligations
• Protect against fraud, theft and security risks

Different categories of information may be retained for different periods.

CCTV footage will generally be retained only for as long as reasonably necessary for security and business purposes, unless footage is required for an investigation, dispute, insurance matter or legal proceeding.

When personal information is no longer reasonably required, we will take reasonable steps to securely destroy or de-identify it, unless it must be retained by law.

17. Accessing and Correcting Your Information

You may request access to personal information we hold about you.

You may also ask us to correct information that is inaccurate, incomplete, out of date, irrelevant or misleading.

To request access or correction, contact us by email at admin@tellthetimeco.com or by phone on 0478 239 999.

We may need to verify your identity before providing access or making a correction.

We will respond within a reasonable period.

In some circumstances, we may refuse access where permitted or required by law. Where appropriate, we will explain the reason for the refusal.

We do not generally charge for an access request. However, where permitted, we may charge reasonable costs associated with locating, compiling or providing extensive information. We will notify you before incurring those costs.

18. Remaining Anonymous

You may browse our website without identifying yourself.

You may also make a general enquiry anonymously or using a pseudonym where practical.

However, we may require your identity and contact information to:

• Arrange a showroom appointment
• Reserve or purchase a watch
• Arrange delivery or collection
• Process a sale, trade or consignment
• Make a payment or payout
• Assess a warranty or service claim
• Verify ownership or a transaction
• Meet applicable legal or security requirements

Where necessary information is not provided, we may be unable to provide the requested product or service.

19. Third-Party Websites and Social Media

Our website may include links to third-party websites, payment services, booking tools, social media platforms or other external services.

Those third parties have their own privacy policies, terms and security practices.

Tell the Time Co. is not responsible for the privacy practices, security or content of third-party websites and services.

Information you publish on social media or public review platforms may be visible to other users and will be subject to the platform’s privacy settings and policies.

20. Children’s Privacy

Our products and services are not directed primarily to individuals under 18 years of age.

We do not knowingly seek to collect personal information from children without the involvement of a parent or legal guardian where appropriate.

21. Privacy Enquiries and Complaints

If you have a question, concern or complaint about how we have handled your personal information, please contact us using the details below.

Please provide enough information for us to understand and investigate your concern.

We will acknowledge and investigate privacy complaints within a reasonable period and will generally aim to respond within 30 days.

We ask that you contact us first so that we have an opportunity to address the matter.

Where the Privacy Act applies and you are not satisfied with our response, you may be able to submit a complaint to the Office of the Australian Information Commissioner.

22. Changes to This Privacy Policy

We may update this Privacy Policy when our practices, technology, service providers or legal obligations change.

The current version will be published on our website and will display the date it was last updated.

We encourage you to review this Privacy Policy periodically.

23. Contact Us

For privacy enquiries, access or correction requests, complaints or questions about this Privacy Policy, please contact:

Tell the Time Co. — Address: Suite 10.14/185 Elizabeth Street, Sydney NSW 2000, Phone: 0478 239 999, Email: admin@tellthetimeco.com, Website: www.tellthetimeco.com