Privacy Policy

Last updated: 18 August 2026

Serendipity Ice Cream is a business operated by Invidia Foods Pty Ltd (ABN 59 629 635 365).

We respect your privacy and are committed to protecting the personal information we collect and hold. This Privacy Policy explains how we collect, use, store and disclose personal information and how you can contact us about your information or a privacy concern.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) where applicable.

1. Personal information we collect

The types of personal information we may collect include:

your name
business or company name
email address
telephone number
billing, delivery or business address
information you provide when making an enquiry
information relating to wholesale enquiries, orders or customer accounts
details of communications you have with us
feedback or other information you choose to provide
technical information relating to your use of our website, such as your IP address, browser type, device information and website activity.

We generally do not seek to collect sensitive information unless it is reasonably necessary for a particular purpose and permitted by law.

2. How we collect personal information

We may collect personal information when you:

contact us by telephone or email
submit an enquiry or contact form through our website
make a wholesale or product enquiry
communicate with our staff
place an order or conduct business with us
interact with our website, advertising or social media
otherwise provide information to us.

We may also receive information from third parties where reasonably necessary for our business activities, including service providers, delivery providers, ordering platforms or business partners.

Where practical, we collect personal information directly from you.

3. Why we collect and use personal information

We may collect, hold and use personal information to:

respond to enquiries
provide information about our products and services
establish and manage wholesale customer relationships
process and fulfil orders
arrange deliveries
provide customer service and support
maintain our business and customer records
communicate with customers, suppliers and business partners
improve our products, services and website
conduct analytics and understand how our website is used
send marketing communications where permitted
protect our website and business from misuse or security threats
comply with our legal and regulatory obligations.

If you do not provide certain personal information, we may not be able to respond to your enquiry, establish an account, process an order or provide the requested products or services.

4. Online ordering and third-party platforms

Serendipity Ice Cream may provide links to third-party ordering platforms, including Ordermentum, for wholesale ordering and account management.

When you follow a link to a third-party platform, information you provide directly to that platform may be collected and handled by that provider in accordance with its own privacy policy and terms.

Serendipity Ice Cream does not control the privacy practices of external websites or platforms.

We recommend reviewing the privacy policy of any third-party service before providing personal information.

5. Payments

Where payments are processed through a third-party ordering or payment provider, payment information is processed by that provider.

Serendipity Ice Cream does not intentionally collect or store full credit-card details through this website unless specifically advised otherwise at the time of collection.

6. Website hosting, cookies and analytics

Our website is hosted using Wix and uses cookies and similar technologies.

Cookies are small files stored on your device that can assist websites with functionality, security, analytics and remembering preferences.

We may use cookies and similar technologies to:

operate and secure our website
understand how visitors use the website
improve website performance
remember preferences
measure the effectiveness of advertising and marketing.

Our website may also use third-party analytics, advertising or social-media services, which may include services provided by companies such as Google, Meta/Facebook, Instagram or TikTok where those services are enabled.

These providers may use cookies or similar technologies in accordance with their own privacy policies.

You can manage cookies using your browser settings and, where available, through the cookie options displayed when you visit our website.

Disabling some cookies may affect the operation or functionality of the website.

7. Direct marketing

From time to time, we may send information about Serendipity Ice Cream products, promotions, services or business updates where permitted by law.

You can ask us to stop sending direct marketing communications at any time by:

using the unsubscribe option included in an electronic marketing communication, or
contacting us directly.

We will take reasonable steps to action your request.

8. Disclosure of personal information

We may disclose personal information where reasonably necessary to operate our business, including to:

employees and authorised representatives
related businesses
IT, website and hosting providers
ordering and customer-management platforms
payment processors
freight, courier and delivery providers
marketing, analytics and advertising providers
professional advisers such as accountants, insurers or legal advisers
suppliers and contractors
government agencies, regulators or law-enforcement authorities where required or authorised by law.

We do not sell personal information to third parties.

9. Overseas processing and disclosure

Some of the service providers we use may store, process or access information outside Australia.

This may occur, for example, where we use international website-hosting, cloud-storage, software, analytics, advertising or communications providers.

The location of overseas recipients may vary depending on the service providers and systems used by us from time to time.

Where required by applicable privacy law, we take reasonable steps in relation to the handling of personal information by overseas recipients.

You may contact us if you would like further information about our use of overseas service providers.

10. How we protect personal information

We take reasonable steps to protect personal information we hold from misuse, interference, loss, unauthorised access, modification or disclosure.

These measures may include appropriate electronic, physical and administrative safeguards and restricting access to information to people who require it for legitimate business purposes.

No internet transmission or electronic storage system can be guaranteed to be completely secure.

11. Retention of personal information

We retain personal information for as long as reasonably necessary for the purposes for which it was collected, our legitimate business requirements and any applicable legal or record-keeping obligations.

When personal information is no longer required, we take reasonable steps to destroy it or de-identify it where appropriate and permitted by law.

12. Accessing or correcting your personal information

You may request access to personal information we hold about you or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.

To make a request, contact us using the details below.

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

In some circumstances, applicable law may permit us to refuse access. If this occurs, we will generally explain the reason where required by law.

13. Privacy complaints

If you have a 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 review the matter and aim to respond within a reasonable period.

If you are not satisfied with our response and the Privacy Act applies to your complaint, you may be entitled to contact the Office of the Australian Information Commissioner (OAIC).

14. Links to other websites

Our website may contain links to websites or services operated by third parties.

We are not responsible for the privacy practices or content of third-party websites. You should review the privacy policy of the relevant third party before providing personal information.

15. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business, website, service providers or legal requirements.

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

16. Contact us

For privacy enquiries, requests for access or correction, or privacy complaints, please contact:

Invidia Foods Pty Ltd
ABN 59 629 635 365
Trading as Serendipity Ice Cream

VIC Office
13–15 Malua Street
Reservoir VIC 3073
Phone: 03 9462 6422
Email: enquiries@invidiafoods.com.au

NSW Office
1/103 Vanessa Street
Kingsgrove NSW 2208
Phone: 02 9557 8986
Email: sydney@invidiafoods.com.au

General enquiries:
info@serendipityicecream.com.au