Last updated: 2 August 2026

1. Who we are

This Privacy Policy explains how Surgical Nutrition Group Pty Ltd (ABN 70 695 188 731), trading as Nouraide (“Nouraide”, “we”, “us”, “our”) collects, uses, stores and discloses personal information. We are committed to handling personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). For customers in New Zealand, we also handle personal information consistently with the Privacy Act 2020 (NZ).

This Policy applies to personal information we collect through nouraide.com (the “Site”), our social media accounts, our email lists, and in the course of running our business.

2. What we collect

2.1 Personal information

•    Identity and contact details — name, email address, phone number, delivery and billing address.

•    Order details — products purchased, order history, discount codes used, and customer service correspondence.

•    Account details — username, password and preferences, if you create a customer account.

•    Payment information — payments are processed by our payment providers (e.g. Shopify Payments). We do not receive or store your full card number.

•    Marketing preferences — your subscriptions to our waitlist, newsletter and other lists, and how you interact with our emails.

•    Technical data — IP address, browser and device information, pages visited and interactions with the Site, collected via cookies and similar technologies.

2.2 Health-related information (sensitive information)

You may choose to share health-related information with us — for example, the type or date of your surgery when contacting customer support, replying to an email, or leaving a review. Health information is “sensitive information” under the Privacy Act and we only collect it with your consent and only where it is reasonably necessary — for example, to answer your question or direct you to relevant educational content.

•    We do not require health information to sell you a product.

•    We never receive patient records or clinical information from clinics or health practitioners. Clinic referral codes tell us only which clinic a discount code came from — not who you are or anything about your care.

•    Please do not include detailed medical history in emails or forms unless we ask for it and you are comfortable providing it.

3. How we collect information

•    Directly from you — when you place an order, create an account, join a mailing list, download a guide, complete a form, leave a review, or contact us.

•    Automatically — through cookies and analytics tools when you use the Site (see section 7).

•    From our service providers — for example, delivery status from shipping carriers, or payment confirmation from payment processors.

4. Why we collect and use information

•    To process and deliver your orders, take payment, and provide receipts.

•    To provide customer support and respond to enquiries.

•    To send marketing communications you have opted in to receive — such as our newsletter, launch updates and educational content — which you can unsubscribe from at any time.

•    To operate, improve and secure the Site, and to understand how our content and products are used.

•    To administer discount codes and understand which channels and clinics our customers come from (aggregate attribution only).

•    To comply with our legal obligations, including tax, consumer law and product safety obligations (for example, contacting customers in the event of a product recall).

We do not sell personal information, and we do not use sensitive (health) information for marketing purposes.

5. Who we share information with

We share personal information only as needed to run our business, with:

•    Service providers — our ecommerce platform (Shopify), email marketing platform (Klaviyo), payment processors, shipping and fulfilment partners (including our fulfilment partner Malpa and delivery carriers), customer service tools (e.g. Gorgias), review platforms (e.g. Trustpilot) and analytics providers. These providers are only authorised to use your information to provide services to us.

•    Professional advisers — lawyers, accountants and insurers, where reasonably necessary.

•    Government or regulators — where required or authorised by law.

5.1 Overseas disclosure

Some of our service providers (including Shopify and Klaviyo) store data on servers located overseas, including in the United States. Where personal information is disclosed overseas, we take reasonable steps to ensure the recipient handles it in a manner consistent with the APPs.

5.2 Shopify's role

Our store is hosted by Shopify, which processes personal information to provide the platform to us. Where we use Shopify's enhanced features — such as Shop Pay, the Shop app, or Shopify-powered personalised advertising — Shopify may also process information about your interactions with our store (and other Shopify stores) under its own privacy policy. You can read the Shopify Consumer Privacy Policy and exercise rights over that processing at privacy.shopify.com.

6. Marketing communications

We send marketing emails only where you have subscribed or otherwise consented, in accordance with the Spam Act 2003 (Cth) and, for New Zealand recipients, the Unsolicited Electronic Messages Act 2007 (NZ). Every marketing email includes an unsubscribe link, and you can also opt out by contacting us at contact@nouraide.com. Opting out of marketing does not stop transactional emails (such as order confirmations and shipping updates).

7. Cookies and analytics

The Site uses cookies and similar technologies to keep your cart working, remember preferences, measure Site performance, and support advertising and retargeting. These may include analytics and advertising tools such as Google Analytics, Google Ads, Meta (Facebook and Instagram), LinkedIn and TikTok pixels. You can manage or disable cookies in your browser settings, though parts of the Site may not function correctly without them.

8. Storage, security and retention

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure — including access controls, reputable hosted platforms, and limiting access to those who need it. No internet transmission is completely secure, and you provide information at your own risk.

We keep personal information only for as long as it is needed for the purposes described in this Policy or as required by law (for example, tax records), after which we take reasonable steps to delete or de-identify it.

If a data breach occurs that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches scheme.

9. Access, correction and complaints

You may request access to, or correction of, the personal information we hold about you by contacting us at contact@nouraide.com. You may also ask us to delete personal information we hold about you, and we will do so except where we need to retain it (for example, for tax, consumer law or product safety record-keeping). We will respond within a reasonable time and will not charge for making a request.

If you have a privacy concern or complaint, please contact us first and we will investigate and respond within a reasonable period. If you are not satisfied with our response, you can complain to the OAIC at oaic.gov.au or by phone on 1300 363 992. New Zealand customers may also complain to the Office of the Privacy Commissioner (NZ) at privacy.org.nz.

10. Children

The Site and our products are intended for adults. We do not knowingly collect personal information from children under 18. If you believe a child has provided us with personal information, please contact us and we will delete it.

11. Changes to this Policy

We may update this Policy from time to time. The current version will always be published on the Site with its “Last updated” date. Significant changes will be highlighted on the Site or notified by email where appropriate.

12. Contact us

Privacy Officer

Surgical Nutrition Group Pty Ltd trading as Nouraide

ABN 70 695 188 731

Email: contact@nouraide.com

Address: 2/32 Duke Street, Kangaroo Point QLD 4169, Australia