Privacy Policy

1. Scope of this policy

This policy applies to personal information handled by MediaRack through our website, client area, communications and delivery of our services. These services may include domain registration and management, web and WordPress hosting, VPS and cloud hosting, business email, website design, technical support, backups and related digital services.

Some third-party products or websites linked from our services have their own privacy policies. Their handling of information is governed by their policies, not this one.

2. Information we may collect

The information we collect depends on how you interact with MediaRack and which services you use. It may include:

• Your name, business name, job title and contact details.
• Account identifiers, usernames and client-area records.
• Billing details, transaction records, invoices and payment status. Payment card information may be processed by a payment provider rather than stored directly by MediaRack.
• Domain registration details and administrative, technical or billing contact information.
• Service configuration information, including domains, DNS records, hosting plans, server details, email settings and software versions.
• Enquiries, support requests, correspondence and notes relating to work performed.
• Website content, files or account information made available when reasonably necessary to provide support or complete authorised work.
• Technical information such as IP address, browser type, device information, referring pages, website activity, timestamps and security logs.
• Marketing preferences and records of consent or unsubscribe requests.

3. How we collect information

We may collect personal information directly from you when you:

• submit an enquiry, request a quote or contact us;
• create or use a client account;
• purchase, renew or manage a service;
• register or transfer a domain name;
• request technical support or provide access needed for authorised work;
• subscribe to updates or respond to a communication; or
• browse our website or interact with cookies and analytics technologies.

We may also receive information from authorised representatives, domain registries and registrars, payment providers, platform providers, infrastructure partners, security services or other suppliers involved in providing the service.

If you provide personal information about another person, you should have authority to do so and ensure they understand how their information may be handled.

4. How we use personal information

MediaRack may use personal information to:

• respond to enquiries and prepare proposals or quotes;
• create and administer accounts;
• deliver, configure, maintain, renew and support services;
• process payments, issue invoices and manage account records;
• register, renew, transfer or administer domain names;
• communicate about outages, renewals, security matters, account changes and support requests;
• diagnose technical problems, prevent abuse and maintain service security;
• improve our website, services, documentation and customer experience;
• send relevant service or marketing communications where permitted;
• meet legal, regulatory, insurance and accounting requirements; and
• establish, exercise or defend legal claims.

Where practical, you may interact with us anonymously or using a pseudonym. However, we generally need accurate identifying and contact information to supply paid services, administer domains, process billing and provide account support.

5. When we may disclose information

We may disclose personal information when reasonably required to operate the business or provide an authorised service, including to:

• hosting, data centre, cloud, software and communications providers;
• domain registries, registrars and related domain service providers;
• payment processors, banks, accounting providers and fraud-prevention services;
• email delivery, security, backup, monitoring, analytics and support platforms;
• contractors and professional advisers who assist MediaRack;
• a person authorised to act on your account; or
• government agencies, regulators, courts or law-enforcement bodies where required or permitted by law.

We do not sell personal information. Service providers may only receive the information reasonably necessary for their role and may be subject to their own legal and contractual privacy obligations.

6. Overseas processing and storage

Internet and cloud services commonly rely on infrastructure and suppliers located in multiple countries. Depending on the service you select, personal information may be processed or stored outside Australia by domain registries, cloud platforms, software providers, payment services or other technology suppliers.

The countries involved may vary according to the provider, service configuration, server location and domain extension. MediaRack takes reasonable steps appropriate to the circumstances when selecting and working with service providers, but overseas recipients may be subject to different privacy laws.

7. Cookies, logs and website analytics

Our website and service platforms may use cookies or similar technologies to operate essential functions, remember preferences, maintain sessions, improve security, understand website usage and measure performance.

You can adjust cookie controls in your browser and, where available, through the website’s consent controls. Blocking some cookies may affect website or client-area functionality.

Server and security logs may record IP addresses, request data and timestamps. These records help operate, troubleshoot and protect our systems.

8. Marketing communications

MediaRack may send information about relevant products, services, renewals or updates where you have consented or where otherwise permitted by law. Marketing messages will provide an unsubscribe option where required.

You can opt out of marketing communications at any time. Operational messages about active services, billing, security, renewals or support are not marketing and may still be necessary to administer your account.

9. Security and retention

MediaRack uses reasonable administrative, technical and physical measures appropriate to the information and services involved. These may include access controls, authentication, monitoring, backups, encryption where appropriate and limiting access to people who require it for their work.

No internet transmission or storage system is completely secure. You are also responsible for protecting your account credentials, using strong unique passwords, enabling available multi-factor authentication and notifying us promptly if you suspect unauthorised access.

We retain personal information for as long as reasonably needed to provide services, maintain business and transaction records, meet legal obligations, resolve disputes, prevent fraud and enforce agreements. When information is no longer required, we take reasonable steps to delete it or de-identify it, subject to backup cycles and lawful retention requirements.

10. Accessing or correcting your information

You may request access to personal information we hold about you or ask us to correct information that is inaccurate, incomplete or out of date. We may need to verify your identity and authority before acting on a request.

Some account and contact information can be reviewed through the MediaRack Client Area. For other requests, use our contact page. We will respond within a reasonable period and explain if applicable law allows or requires us to refuse part of a request.

11. Privacy questions and complaints

If you have a privacy question or believe MediaRack has not handled your information appropriately, please contact us with enough detail to investigate the matter.

• Business: MediaRack
• Location: Brisbane, Australia
• Phone: 0480 192 076
• Online: Contact MediaRack

We will review the concern and aim to respond within a reasonable period. If you are not satisfied with our response, you may be entitled to contact the Office of the Australian Information Commissioner or another relevant regulator.

12. Changes to this policy

MediaRack may update this policy when our services, practices, suppliers or legal obligations change. The latest version will be published on this page with its updated date. Material changes may also be communicated through an appropriate account or service channel.

This Privacy Policy should be read alongside our Terms and Conditions and any service-specific terms that apply to your account.