Privacy Policy

Effective 5 August 2026

This policy explains how Mertel Pty Ltd (ABN 88 644 567 019), trading asExpress Repairs ("we", "us"), of Riverwood Plaza, 257 Belmore Rd, Riverwood NSW 2210, handles personal information collected through this website and in store. We handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth). We've kept this in plain English on purpose.

1. What we collect

• Enquiry and booking forms — your name, phone number, email (optional), your device model, the repair or service you're asking about, and anything you type in the details box.
• Shop order requests — the items you'd like to order, your name, phone, email (optional), and a delivery address if you choose delivery instead of pickup.
• Online card orders — if you pay by card, Stripe (our payment processor) collects your card details, name, email, phone and delivery address on its own secure checkout page and passes us everything except the card details. We never see or store your card number.
• NBN sign-ups — covered separately in our NBN Service Terms.
• Website usage data — see cookies and analytics below.

We only ask for what we need to respond to you. You can always call or visit the store instead of using a form.

2. How we use it

Form submissions are emailed directly to our shop inbox so we can call or email you back about your enquiry or order. That's what the information is for — responding to you, confirming an order, and arranging your repair, pickup or delivery. We do not sell personal information, and we do not add you to marketing lists you didn't ask for.

Separately from the email, we record an anonymised tally of enquiries (the enquiry type, device model and the ad campaign it came from — never your name, phone, email, address or message) so we can see which pages and ads are working.

Text messages. After a repair or an order we may send you one text message asking whether you'd leave us a Google review. It comes from the sender name "Xpress" and always carries an opt-out — call or text 0415 303 300 and we won't text you again. We don't send marketing texts. As with enquiries, we keep only an anonymised count that a message was sent — never your number or the message.

3. Who we share it with

• Cloudflare hosts this website and processes form submissions at its edge network.
• Resend, a transactional email provider, delivers your form submission to our inbox.
• Stripe, our payment processor, handles online card payments. You enter your card details on Stripe's own page, not ours, and Stripe tells us only that the order was paid plus the contact and delivery details you gave it.
• ClickSend, an SMS provider, delivers the review-request text message described above — it receives your mobile number and the message text.
• Google — if you give us an email address with an online order, the Google Customer Reviews box on our order confirmation page passes that email address and your order number to Google, so Google can ask you to rate your experience. The box asks your permission first, and saying no means Google doesn't contact you.
• Service providers involved in fulfilling an order (for example, the postal carrier receives your name and delivery address to deliver a parcel).

These providers receive only what's needed to do their job. We don't otherwise disclose personal information unless the law requires it. Some providers (such as our website host and email provider) process data on servers located overseas, including in the United States.

4. Cookies, analytics and advertising

This site uses the following third-party measurement tools, which set cookies or similar identifiers:

• Google Analytics 4 — anonymous statistics about how the site is used (pages visited, device type, general location).
• Google Ads conversion tracking — records when a visit from a Google ad leads to a call or an enquiry, so we can measure our advertising.
• Meta (Facebook) Pixel — records page views and enquiries from visitors who arrived via our Facebook or Instagram ads, for the same purpose.
• Google Customer Reviews — on our order confirmation page only, a Google script draws the opt-in box described in section 3. It doesn't run anywhere else on the site.

We also keep a short-lived note in your browser's session storage of which ad or referring site brought you here, so an enquiry can be matched to the campaign that produced it. It's cleared when you close the browser tab and contains no personal details.

You can block or clear cookies in your browser settings, use your browser's tracking protection, or opt out via Google's Analytics opt-outand your Meta ad preferences. The site works fine without them.

5. How long we keep it

Enquiry emails are kept in our business inbox for as long as we need them to serve you and meet our record-keeping obligations. The anonymised enquiry tally is automatically deleted after two years. Online order details (your name, contact details, delivery address and the items you ordered) are kept in our order system for 12 months so we can fulfil and support your order, then deleted automatically. Records of actual purchases are kept as required by Australian tax law.

6. Security

The website is served over HTTPS and form submissions travel encrypted. Card details are never collected by this website: online payments are entered on Stripe's own PCI-compliant checkout page, and we never see or store your card number. You can also pay in store, or when we call to confirm an order request. No system is perfectly secure, but we limit what we collect so there's little to lose.

7. Access, correction and complaints

You can ask us at any time what personal information we hold about you, and ask us to correct or delete it — call 0415 303 300, or drop into the store at Riverwood Plaza, 257 Belmore Rd, Riverwood NSW 2210. If you're not happy with how we've handled a privacy concern, you can complain to the Office of the Australian Information Commissioner (OAIC) atoaic.gov.au or on 1300 363 992.

8. Changes to this policy

If we change this policy, the current version will always live at this page with an updated effective date.

Questions? Call 0415 303 300 or visit us at Riverwood Plaza, 257 Belmore Rd, Riverwood NSW 2210.