Privacy Policy

privacy policy.

Roll’d Australia – Privacy Policy

Roll’d Hospitality Group Pty Ltd (ACN 616 430 918) and our related entities (“Roll’d”, “us”, “we”, or “our”) recognise the importance of your privacy and are committed to protecting your personal information in accordance with the Australian Privacy Principles as set out in the Privacy Act 1988 (Cth) (Privacy Act) and other applicable privacy laws (Privacy Laws).

1. Scope of this Policy

This privacy policy outlines the way in which we collect, hold, use and share your personal information (Privacy Policy).

By accessing or using our website, application, products or services, or by providing us with your personal information, you consent to the collection, storage, use and disclosure of your personal information in accordance with this Privacy Policy.

This Privacy Policy applies to all personal information collected in connection with Roll’d operations. This includes information collected through our company-owned and franchised stores, customer service centre, our loyalty program, app and website (www.rolld.com.au).

Whenever you provide your personal information to us in connection with our goods and services, you consent to the collection, use, storage and disclosure of that information in accordance with this Privacy Policy.

2. What is personal information?

Personal information is information or an opinion relating to you as an identified individual or an individual who is reasonably identifiable, whether or not the information or opinion is true and whether or not it is recorded in a material form.

Anytime we use the term ‘personal information’ in this Policy, we are referring to this legal definition of the term as defined in the Privacy Act.

3. Collection of Personal Information by Roll’d

We collect personal information in a variety of ways, including directly from you and indirectly from third parties.

Direct collection

The type of personal information that we collect will vary depending on the circumstances of collection, including whether you are a customer, supplier, independent contractor, employee, franchisee or are applying to be anyone of these. We may collect this information directly from you when you interact with us, place an order, make any enquiry, complete a form or otherwise communicate with us.

For example, we may collect the following information about you that may be personal information, when:

you purchase products or receive services at our stores or those operated by our franchisees, we may collect information on what you buy, rewards earned, the method of payment and how frequently you purchase from Roll’d;
you place an online order we may confirm your name and contact details;
you join or participate in competitions, promotions or surveys, we may collect your name, phone number, email address, social media handle, postal address or demographic information such as your postcode;
you download our app; we may collect information such as your name, phone number, account login information, purchase history, payment preferences and location (if enabled);
you access our website, create an account, sign up to receive marketing or join our Rollers Club, we may seek information from you including, but not limited to, your name, address, username, email address, date of birth, phone number, postal address, financial information such as your credit card number or other information.
you apply to be a supplier, information we collect may include our name, phone number and email address and postal address;
you apply to become a franchisee, or if you seek employment with us or a Roll’d Franchisee, the collection, use and disclosure of information in connection with franchisee or employee applications is addressed separately in sections 7 and 8 below; and/or
you have any other dealings with us, whether in person, by phone, online or through any of our business channels, where that information is reasonably necessary for us to provide our products, services or to operate our business.

Indirect collection

We may also receive personal information about you from third parties. This can occur when different parts of our organisation engage external agencies to run campaigns, generate leads or manage customer enquiries and those agencies provide that information to us.

Automated Collection of Information

Roll’d Website

Each time you visit our website, we may use automated tools and technologies (including cookies, analytic software and session trackers) to gather and store information about your visit. The information collected can include:

the IP address and domain name used by your device to connect to the internet;
the type of browser, operating system and search engine you use;
the date, time and length of your visit;
the specific pages or sections of our website you view;
your general location (if enabled on your device); and
any personal details you choose to provide to use, such as your name, email address or phone number.

Cookies

Our website makes use of temporary ‘cookies’ (small text files placed on your device) to keep sessions active once you log in. These cookies help us manage the website and improve usability by recognising repeat visitors and monitoring how the site is navigated.

We do not use cookies to store personal information or to access data held on your device, and they do not interact with cookies created by other websites. The information generated is used only for the purposes described above and to support the functionality of our website. You can customise or opt out of cookie use at any time by adjusting your browser settings. Please note that disabling cookies may limit the functionality of our website and affect your browsing experience.

Financial Transactions

We do not directly process or store your full payment details when you make a purchase through our website or app. Payments are processed securely by independent third-party payment providers (including, for example, Liven, Google Pay, Apple Pay and PayPal). These providers may collect and store your personal information and financial information in accordance with their own privacy policies.

For more information about how your payment details are handled, please refer to the privacy policy of the relevant payment provider.

Online tracking technologies

In addition to cookies, we may use other tracking technologies on our website and app, such as pixels, tags, scripts and analytics tools (including but not limited to Google Analytics and Meta). These technologies help us understand how our website is used, measure the effectiveness of our marketing campaigns and deliver content or advertising that is more relevant to you.

The information collected through these technologies may include details about how you interact with our website or app (such as the pages you visit, links you click and features you use), as well as technical information such as your device type, operating system, browser, IP address and general location. This information is usually collected in aggregated or de-identified form, but in some cases may be linked with other personal information we hold about you.

We use this information to improve our products and services, analyse trends and provide personalised offers or advertising. You can manage or block the use of these technologies through your browser or device settings, but please be aware that doing so may limit your ability to use some features of our website or app.

Information from third parties

We may also receive personal information about you from third parties. This can include information from publicly available sources, delivery and service partners (such as Uber Eats or DoorDash), recruitment platforms (such as Seek or recruitment agencies), marketing agencies, customer engagement platforms, and from promotions or competitions run with third-party partners. In addition our business units (such as marketing, franchising or catering) may work with external agencies that generate leads or customer enquiries and provide that information to us.

Third party websites

Our website may contain links to third party websites; however, we are not responsible for the practices or content of such websites These links are offered for your convenience only and do not constitute an endorsement by Roll’d of any third party website. We suggest that you review the privacy policies of these third parties before providing your personal information to them.

CCTV

We may collect personal information through CCTV installed at our premises. This is used for security, safety, loss prevention and operational purposes. CCTV footage is stored securely and is only accessed or disclosed where reasonably necessary for these purposes or as required by law.

Access via social media accounts

Customers of Roll’d can connect a social account to expediate the authentication process during their subsequent logins. Some information, including the social account ID and the email address provided, is saved only for the purposes of matching it to a Roll’d account and is not used for any other objectives.

4. Use of Your Personal Information

We may use your personal information to:

process customer orders and provide customer support;
maintain, develop, operate, evaluate and improve our products and services;
offer you products and services that we consider may be of interest to you;
administer our loyalty program;
manage your account, including processing your orders and responding to your enquiries;
assess your suitability and eligibility to purchase and operate a Roll’d franchise;
improve the design and content of our website and app;
assess and manage employment applications;
review and manage complaints, feedback and enquiries to help us resolve issues and improve our service; and/or
supporting our internal operations, including meeting legal and regulatory requirements.

Access to personal information by our employees, contractors and agents is limited to what is reasonably necessary for them to perform their duties and is managed in a manner consistent with this Privacy Policy and our obligations under relevant Privacy Laws.

Direct marketing

With your consent, we may from time to time send you marketing communications about our products, services or promotions that we believe may be of interest to you. These messages may be delivered by email, SMS, post or other permitted channels, and will always comply with the Spam Act 2003 (Cth) and the Privacy Act.

You can choose to stop receiving marketing communications at any time by using the unsubscribe function in the message or by contacting us using the details set out in this Policy.

Even if you opt out of marketing, we may still get in touch with you where it is necessary to manage or support our ongoing relationship with you (for example, to provide important service updates).

5. Sharing your personal information

We may share or disclose your personal information with:

related entities, suppliers, contractors and agents of Roll’d for purposes related to our business operations;
our franchisees;
marketing providers, market research and data analytics companies;
our professional advisors including auditors, insurer consultants and representatives;
our advertisers, sponsors, business partners or third party vendors; and/or
other parties where it is reasonably necessary to comply with a legal obligation, respond to lawful requests, enforce or defend our legal rights, investigate suspected unlawful activity or misconduct, protect the safety of our customers, employees or the public, or manage our exposure to legal liability; and/or third parties not mentioned above, or where you have otherwise provided consent to the disclosure.

6. Storage and security of personal information

We hold personal information in both electronic and physical form, using a combination of physical, technical and administrative safeguards to protect it from loss, misuse, unauthorised access, modification or disclosure. Information may be stored in our internal systems (such as customer service, marketing and franchise administration databases) as well as on secure third party cloud services located in Australia and overseas.

While we take reasonable steps to protect the security of personal information, please note that no transmission of data over the internet is completely secure, and caution should be exercised when providing information online.

7. Franchise applications

When you apply to become a franchisee, we collect personal information relevant to assessing your suitability. This may include details about your residency, employment history, financial capacity, qualifications, experience and other information you provide to us.

As part of the selection process, we may obtain information from third parties such as referees, previous employers or business contacts. With your consent, we may also collect sensitive information, for example, about criminal history or professional memberships. We may combine the information you provide with information held by others where reasonably necessary for the assessment of your application.

We use this information to:

assess your application to become a franchisee;
evaluate your suitability at each stage of the recruitment process; and
keep your details on file for future franchise opportunities.

If you do not provide the information we request, we may be unable to progress your application.

We may disclose personal information to referees or previous employers, recruitment agencies, our related entities, contractors engaged to assist us, law enforcement agencies (to confirm criminal history), financial institutions (to confirm financial standing) or educational institutions (to verify qualifications). Where third-party contractors are engaged to perform services involving your personal information, we will take reasonable steps to ensure it is used only for the purposes for which it was provided.

In compliance with Item 6.5 of Schedule 1 of the Franchising Code of Conduct (Code), we may list the names, locations and contact details of franchisees in our disclosure document if they are involved in events outlined under Item 6.4 of Schedule 1 of the Code. This may include personal details of both current and former franchisees.

As per the Code, former franchisees have the right to request in writing that their personal information not be included in the disclosure document.

8. Employment applications

When you apply for a role with us, we collect personal information such as your contact details, employment history, qualifications and any information you provide in application forms.

We may also obtain information from third parties, including referees, previous employers, recruitment agencies, government bodies or regulatory authorities. With your consent, we may collect sensitive information if relevant to the role or required by law.

We use this information to verify your identity, communicate with you, assess your suitability for a role (with us or a related entity), and keep your details for future opportunities unless you ask us not to. If you do not provide the requested information, we may be unable to progress your application.

We may disclose your information to referees, recruitment agencies, our related entities, contractors engaged to assist us or educational institutions (to verify qualifications). Where contractors handle your information, we will take reasonable steps to ensure it is used only for the purposes for which it was provided.

9. Franchisees

Some of our stores are owned and operated by franchisees. We require our franchisees to comply with this Privacy Policy when handling your personal information in connection with their stores. If you have concerns about a possible breach of this Privacy Policy by a franchisee, you may contact the franchisee directly or raise the matter with us.

Please note that this Privacy Policy does not cover the conduct of franchisees in relation to any websites or apps that they independently operate.

10. Cross-Border Disclosure

We may share personal information with our franchise partners in other countries. Where this occurs, we will take reasonable steps to ensure those partners handle personal information in accordance with Australian Privacy Principles. Our overseas partners are responsible for their own compliance with privacy and data protection laws relevant to their jurisdiction.

11. Children’s privacy notice

We do not knowingly collect personal information from children under 13 years of age, unless it relates to a specific activity and have received written consent from their parent or guardian.

If you become aware that we have collected personal information from a child without parental consent, please contact us and we will take steps to remove that information from our system.

12. Opt out of marketing communications

You can choose not to receive marketing communications from us at any time. Each marketing message we send will include a functional unsubscribe option. You can opt out by:

clicking the unsubscribe link in the communication; and/or
contacting us directly using the details provided in this Privacy Policy.

When we receive and process your opt-out request, we will stop sending you the marketing communications covered by that request. Please note:

you may still receive service messages relating to your transactions, applications or account; and we may contact you again if you late resubscribe or participate in activities such as competitions or promotions.

13. Access to personal information

You may request access to, or correction or deletion of, the personal information we hold about you by contacting our Privacy Officer in writing. We may need to verify your identity before processing your request, and in some cases, we may refuse a request where permitted by the Australian Privacy Principles. If we do refuse, we will provide reasons.

If you have an account with us, you can also view and update your information directly by logging in.

We may charge a reasonable administrative fee to action requests.

14. International users

If you are accessing Roll’d from outside Australia, you acknowledge and agree that your personal information will be transferred to and processed in Australia, where our core systems are located, and handled in accordance with Australian Privacy Laws. Your personal information may also be stored on secure servers operated by third party providers located outside Australia.

15. Contacting Us

If you have any questions about our Privacy Policy, the personal information we collect or hold, wish to exercise your privacy rights, or would like to raise a concern about our privacy practices, you may contact our Privacy Officer using the details below:

Address: The Privacy Officer, Roll’d Hospitality Group Pty Ltd, Waterman Business Centre, Level 2, 1341 Dandenong Road, Chadstone VIC 3148

Telephone: (03) 8564 8186

Email: privacy@rolld.com.au

We will contact you within 30 days to acknowledge your query or request and let you know the next steps.

If you are not satisfied with our response or if you wish to lodge a complaint, you may refer the matter to the Office of the Australian Information Commissioner (OAIC) at: www.oaic.gov.au or 1300 363 992.

16.Changes to this Privacy Policy

We may amend this Policy from time to time, with or without notice to you. We recommend that you visit our website regularly to keep up to date with any changes.

Your connection to the Site will be through Australian servers and all personal and general information collected by us will be processed within Australia where Roll’d servers and internal systems are located.

Last updated: 22 September 2025