LEGAL

PRIVACY & COOKIES POLICY

Last updated: 5 October 2026

This policy explains how Sugarian Group Pty Ltd (ABN 77 670 070 112) (“Sugarian Group”, “we”, “us” or “our”) collects, uses, discloses and protects personal information. It covers this website (sugariangroup.com), our online shop and ordering pages, our member, rewards, franchisee and staff areas, our social media and messaging channels, and the stores we operate in Australia for our brands Cheong Kee Fish Ball, CHICHA San Chen, Chung Kee Noodles and Master Ngan.

We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). Some stores may be independently owned and operated by franchisees. Each franchisee is a separate business and is responsible for the personal information it collects itself.

At a glance

We collect only what we need to run our stores, online shop, ordering, rewards and franchising.
We do not sell, rent or trade your personal information.
Card payments are handled by our payment providers. We do not see or store your full card number.
We use cookies and Google Analytics to understand how our website is used. You can control cookies in your browser.
You can ask to see or correct your information, or unsubscribe from marketing, at any time.
Questions or concerns? Email info@sugariangroup.com.

1. Information we collect

“Personal information” means information or an opinion about an identified individual, or an individual who is reasonably identifiable. Depending on how you deal with us, we may collect:

Contact and identity details: your name, email address, phone number, delivery and billing addresses, and your date of birth if you choose to give it to us.
Account details: your member login, profile, saved addresses, wishlist, order history, rewards points and referral activity.
Order and payment details: the products you order, pick-up or delivery preferences, payment method and transaction records. Card details are entered directly into our payment providers’ secure systems.
Communications: enquiries, feedback, complaints, reviews and chat or social media messages (including through our website chat, Instagram and WhatsApp), and any photos or files you send us.
Franchise and business information: if you enquire about or apply for a franchise, or open a franchisee or wholesale account, details such as your business name and ABN, experience, preferred location, investment capacity and financial background, and anything else you choose to tell us.
Job applications: your résumé, work history, availability, right to work in Australia and referee details.
Technical and usage information: your IP address, device and browser type, pages viewed, links clicked, approximate location (worked out from your IP address), the website that referred you, and the date and time of your visit. This is collected through cookies and similar technologies (see section 9).
In our stores: transaction records from our point-of-sale system and, where security cameras (CCTV) operate, video images. Signs are displayed where CCTV is in use.

Sensitive information

We do not ask for sensitive information (such as health information or criminal history) unless we genuinely need it, and then only with your consent. For example, you may tell us about a food allergy when you ask a question or make a complaint. If a background or credit check is needed for a franchise application, we will ask for your consent first.

Staying anonymous

You can browse our website and buy in store without telling us who you are, and you can make general enquiries using a pseudonym. We do need your name and contact details to process online orders, set up an account, give you rewards or assess an application.

2. How we collect it

From you: when you place an order, create an account, join our rewards program, fill in a form, contact or chat with us, apply for a franchise or job, or visit a store.
Automatically: through cookies, analytics tools and server logs when you use our website.
From others: from our payment, delivery and website providers (for example, confirmation that a payment went through or a parcel was delivered), from social media platforms when you interact with our pages, from franchisees and referees, and from public sources such as ABN Lookup for business customers and franchise applicants.

If we receive personal information we did not ask for and could not have collected ourselves, we will destroy or de-identify it where it is lawful and reasonable to do so.

3. How we use it

We use personal information to:

process, deliver and support your orders, pick-ups, payments and refunds;
create and manage your account, rewards points, referrals and wishlist;
answer enquiries, handle feedback and complaints, and manage food safety matters and product recalls;
assess franchise, wholesale and job applications, and manage those relationships;
run, secure and improve our website, stores, products and services, including through analytics;
send you news, offers and updates where you have agreed or the law otherwise allows (see section 5);
detect and prevent fraud, misuse and unlawful activity, and protect our customers, staff and business; and
comply with the law and establish, exercise or defend legal claims.

We will only use or disclose your information for another purpose if you consent, if you would reasonably expect it and it is related to the original purpose, or if the law requires or allows it.

4. Who we share it with

We do not sell, rent or trade your personal information. We share it only as needed with:

our website and e-commerce platform, Wix.com, which hosts this website, our online shop, forms, member accounts, chat and email tools;
payment providers that process card and other payments;
delivery and courier companies, for delivery orders;
analytics and communication providers, such as Google (Google Analytics), our website chat provider and Meta (Instagram and WhatsApp);
the store that prepares your order or pick-up, including stores operated by franchisees;
our brand partners and licensors, where needed to approve a franchise application or to deal with a product quality or safety issue;
professional advisers such as lawyers, accountants, auditors and insurers;
a buyer of, or investor in, our business, if all or part of it is sold or restructured; and
government agencies, regulators, police or courts, where the law requires or allows it.

Our service providers may use your information only to provide services to us, and not for their own marketing.

5. Marketing

We will only send you marketing emails or text messages if you have agreed to receive them or the law otherwise allows, in line with the Spam Act 2003 (Cth). Every marketing message includes an easy way to unsubscribe, and we action unsubscribe requests within 5 business days. You can also opt out at any time by emailing info@sugariangroup.com.

Even if you opt out, we may still send you service messages, such as order confirmations and account or security notices. We never use sensitive information for marketing.

6. Storage and security

We store personal information mainly in secure cloud systems, including those provided by Wix. We take reasonable steps to protect it from misuse, interference, loss and unauthorised access, change or disclosure, including:

encrypting data sent between your browser and our website (HTTPS);
limiting access to staff and providers who need it, protected by passwords;
using payment providers that meet card industry security standards (PCI DSS); and
choosing reputable providers with established security programs.

No system is completely secure. Please keep your password private and tell us straight away if you think your account has been misused.

If a data breach is likely to result in serious harm to you, we will notify you and the Office of the Australian Information Commissioner (OAIC) as required by the Notifiable Data Breaches scheme.

7. Overseas disclosure

Some of our service providers store or process information outside Australia. The countries most likely involved are the United States, Israel, Ireland and other European Union countries (for example, Wix, Google and Meta). For franchise matters involving our international brand partners, information may also be disclosed to Taiwan or Hong Kong. Before we disclose personal information overseas, we take reasonable steps to make sure the recipient handles it in a way that is consistent with the APPs, such as through contractual terms.

8. How long we keep it

We keep personal information only for as long as we need it for the purposes in this policy, or as long as the law requires. For example, tax and financial records are generally kept for 5 to 7 years. When we no longer need information, we take reasonable steps to securely destroy or de-identify it. Unsuccessful franchise and job applications are kept only as long as reasonably needed, and you can ask us to delete yours sooner.

9. Cookies and similar technologies

Cookies are small text files stored on your device when you visit a website. Similar technologies include pixels and local storage. We use them for the following purposes:

Essential: needed for the website to work, including security, your cart, checkout and member login. They are set by our website platform, Wix, and include cookies such as XSRF-TOKEN, hs, svSession, SSR-caching and bSession. Wix publishes a full list of its cookies.
Analytics: Google Analytics and Wix analytics help us understand how visitors use our website, such as which pages are popular. Google Analytics sets cookies such as _ga and _ga_*, and we configure it to anonymise IP addresses.
Functional: remember your choices, such as items in your cart or that you are logged in.
Advertising: if we run online advertising, partners such as Google or Meta may use cookies to measure our ads and show you relevant ads on other websites.

Some parts of our pages, such as store maps and web fonts, load content from third-party providers. When this happens your browser connects to those providers, and they receive your IP address.

Managing cookies

You can block or delete cookies in your browser settings. You can stop Google Analytics from collecting your information with the Google Analytics Opt-out Browser Add-on. Where our website shows a cookie banner, you can also set your preferences there. If you block essential cookies, parts of the website (such as the cart, checkout and login) may not work.

10. Access and correction

You can ask to access the personal information we hold about you, or ask us to correct it, by emailing info@sugariangroup.com. We will need to confirm your identity first. We aim to respond within 30 days. There is no fee to make a request. In limited cases we may charge a reasonable fee for giving access, and we will tell you before we do. If we refuse a request, we will tell you why in writing, unless that would be unreasonable, and explain how to complain.

Members can update most of their details in their account at any time. You can also ask us to close your account and delete your information, unless we need to keep it by law.

11. Children

Our website is designed for a general audience. If you are under 18, please get a parent’s or guardian’s permission before creating an account, placing an order or giving us personal information. If we learn that we have collected personal information from a young child without that permission, we will delete it.

12. Automated decisions

We do not use computer programs to make decisions that could significantly affect your rights or interests without a person being involved. If our website chat uses automated or AI-assisted replies to answer common questions, you can ask for a member of our team to follow up.

13. Staff information

The staff area of our website is for authorised team members only. Information about our current and former employees that relates directly to their employment is handled under our internal procedures and is kept secure and confidential. Job applicants’ information is handled under this policy.

14. Questions and complaints

If you have a question, or think we have mishandled your personal information, please email info@sugariangroup.com with the subject “Privacy” and as much detail as you can. We will look into it and respond within 30 days.

If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC): visit oaic.gov.au or call 1300 363 992.

15. Changes to this policy

We may update this policy from time to time, for example when the law or our services change. The latest version will always be on this page, with the date it was last updated. If we make a significant change, we will take reasonable steps to let you know, such as a notice on our website or an email to members.

16. Contact us

Privacy Officer, Sugarian Group Pty Ltd
ABN 77 670 070 112
Email: info@sugariangroup.com

Please also read our Terms & Conditions.