Privacy Policy

Effective date: October 1st, 2024

At Resolve Website Support (“we”, “us”, or “our”), we respect your privacy and are committed to protecting your personal information. This privacy policy explains how we collect, use and safeguard your data when you use our website, support services, or communicate with our team.

By using our services, you agree to this policy. We recommend reviewing it alongside our Terms of Service, which outline how our services work.

What this policy covers

This privacy policy applies to our website, client portal, and all services provided by Resolve Website Support in Australia. It doesn’t apply to third-party websites or services that may be linked to from our site (like plugin developers or analytics platforms). Please review their privacy policies separately if you interact with those services.

What personal information we collect

We collect personal information when you contact us, sign up for a plan, request support, or interact with our services. This may include:

Business and contact information
We may collect your name, email address, phone number, business name, ABN, and business address when you sign up for support, request a quote, or speak with our team.
Support-related information
When you contact us for help, we may ask for login credentials, website URLs, or technical details about your WordPress setup. This allows us to troubleshoot issues and deliver the service you’ve requested.
Payment information
If you purchase a support plan or hosting, your payment is securely processed through our authorised provider. We don’t store full credit card numbers ourselves—only what’s required to manage billing (e.g. billing history, subscription status).
Technical data
We use cookies and tracking tools (like Google Analytics) to understand how visitors use our site. These help us improve the site’s performance and ensure it runs smoothly.

How we use your personal information

The personal details you provide help us deliver and improve our services. Here’s how we may use the information we collect:

To provide support services: This includes managing your support plan, troubleshooting issues, updating your WordPress site, and helping with technical problems.
To process payments: We use your payment and billing details to manage subscriptions, send invoices, and handle transactions securely.
To communicate with you: We may contact you by phone, email or SMS about service updates, plan changes, and other important information. You can choose how you’d prefer to hear from us.
To improve your experience: We use analytics and feedback to enhance the performance, usability, and reliability of our services.
For internal operations and troubleshooting: This includes security checks, bug fixes, and performance monitoring to ensure your site runs smoothly.
To comply with legal obligations: We may need to retain or disclose certain information if required by Australian law or to protect our rights or users.

Customer data (like client website logins or passwords) is only used for the specific purpose it was provided and is handled with strict confidentiality.

How we share your information

We never sell your personal information or customer data. However, we may share information with trusted third parties in specific situations:

With service providers:
We use secure, reputable partners to help deliver our services. These may include web hosting platforms, payment processors, backup and monitoring tools, customer support platforms, and analytics services.
For business operations:
We may share relevant information with accountants, legal professionals or other business advisers who help us run Resolve Website Support.
To meet legal requirements:
We may disclose information to law enforcement or government bodies when required by law or when we believe it’s necessary to protect our business, users, or the public.
During business changes:
If Resolve Website Support is sold, merged or restructured, client data may be transferred as part of the business assets—but only in a way that continues to honour this privacy policy and complies with Australian privacy laws.
With de-identified data:
We may use or share aggregate, anonymous information for research or reporting purposes. This data doesn’t identify individuals and is used solely for performance insights or internal planning.

Cookies, tracking tools and analytics

To help us improve your experience and understand how people use our website, we use standard tracking technologies like cookies, web beacons (also called pixel tags), and third-party analytics services. These tools help us personalise content, track performance, and make our website more useful.

Cookies
Cookies are small files stored on your device when you visit our site. They help us remember your preferences and understand how you interact with our pages.
We use different types of cookies to:
- Improve how the site functions and loads
- Help you stay logged in
- Measure traffic and performance
- Show relevant content based on how you use the site
Most web browsers accept cookies automatically, but you can change your browser settings to block or delete them. Please note that some parts of our site might not work properly if cookies are disabled.
Pixel tags and web beacons
Pixel tags are tiny invisible graphics embedded on web pages or in emails. These allow us to:
- See how users engage with our site or emails
- Track email open rates and link clicks
- Monitor how pages are performing
Google Analytics
We use Google Analytics to understand how users interact with our website. This tool collects data like:
- Time spent on each page
- Pages visited
- Referring websites
- Your general location (e.g. city or region)
- The device or browser you’re using
This information helps us improve usability and identify any issues affecting performance. If you prefer not to be tracked by Google Analytics, you can install the Google Analytics opt-out browser add-on.

Advertising and personalised content

We occasionally run digital advertising campaigns to promote our services. To make these campaigns more effective, we may partner with trusted platforms like Google Ads and Meta (Facebook). These platforms use their own tracking tools, including cookies and pixels, to:

Measure how well our ads are performing
Show you relevant ads based on your activity
Track if you’ve visited our site after seeing an ad elsewhere

Any advertising data we collect is used in line with our privacy practices and never includes personally identifiable information without your permission.

Children's privacy

Our services are designed for business use and are not intended for individuals under the age of 18. We do not knowingly collect or store personal information from anyone under 18. If we become aware that we’ve collected personal data from a minor, we’ll take steps to delete it promptly.

Data storage and transfers

Your personal information may be stored and processed in Australia or other countries where our service providers operate. While most of our data is stored securely in Australian data centres, some tools or services we use (like analytics or cloud hosting) may involve overseas data processing.

We make sure any international transfers comply with the Australian Privacy Principles (APPs) and that your data remains protected, regardless of where it’s processed.

Security of your information

We take the security of your website and personal data seriously. We apply a range of security practices to protect your information, including:

Encrypted data transmission (SSL)
Secure server environments
Access controls and password protection
Regular security scans and updates
Strict internal procedures and policies

While we do our best to keep your data safe, no method of online transmission or storage is 100% secure. We encourage you to use strong passwords, never share your login details, and enable two-factor authentication (if supported by your site or services).

Security of your information

You’re in control of your information. You can contact us at any time to:

Access the personal information we hold about you
Update or correct your details
Change how we contact you
Request deletion of your data (where appropriate)
Withdraw consent or raise a concern

To manage your preferences or submit a request, email or contact us. We aim to respond to all privacy-related enquiries within 30 days.

You also have the right to make a complaint to the Office of the Australian Information Commissioner (OAIC) if you’re not satisfied with our response.

Changes to this policy

We may update this privacy policy from time to time to reflect changes to our services or legal requirements. The latest version will always be available on our website, with the effective date listed at the top. We recommend reviewing this page periodically to stay informed.

Contact us

If you have any questions about this privacy policy or how we handle your personal information, feel free to reach out:

Phone: 1300 808 995
Post: Resolve Website Support, Level 1/1024 Ann St, Fortitude Valley QLD 4006

We’re here to help and committed to protecting your privacy.