Privacy Notice

Who we are. This website is operated by EMG Brands Pty Ltd (ABN 45 700 394 887) trading as Gem House Concierge, Sydney, NSW, Australia ("Gem House", "we", "us"). We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. For any privacy question, contact hello@gemhouseconcierge.com.

What we collect. When you enquire, book a consultation or engage Gem House, we may collect your name, email, phone or WhatsApp number, country, the service you're interested in, your budget range, your preferences for stones and jewellery, any photos or inspiration you share, how you heard about us, and anything else you choose to tell us. We don't ask for identity documents or payment details through our website forms. If you become a client, we also collect the identity and verification information required for anti-money-laundering and know-your-customer checks, delivery details, payment and invoice records, and, if you sell through Gem House, proof of ownership and the bank details needed to pay you. We keep photographs and records of items in our care.

How we use it. To respond to your enquiry and prepare your initial consultation and indicative quote; to provide the services you ask for, including sourcing, manufacture, private sale, valuation and delivery; to meet legal obligations, including identity verification and record-keeping; and to insure and track items in our care.

Marketing emails. We only add you to our mailing list if you tick the opt-in box or otherwise expressly agree. Enquiring alone doesn't subscribe you. Every marketing email identifies us and includes a working unsubscribe link, and we act on unsubscribe requests within five business days. We keep a record of when and how you gave consent.

Who we share it with. Only as needed to carry out your instructions or meet legal obligations. This may include suppliers, laboratories, manufacturers, secure-logistics carriers, insurers, prospective buyers (for a private sale, without your name unless you agree), payment and invoicing providers, our professional advisers, and service providers such as website, email, scheduling and secure-storage platforms. We never sell your personal information.

Where it's stored, including overseas. Enquiries and records are held with service providers including Squarespace (website and forms), Google Workspace (email and records) and, where used, our email-marketing provider. These providers may store information on servers outside Australia, including in the United States. Because we also work with clients and partners in other countries, your information may be disclosed to recipients overseas where needed to carry out your instructions. We take reasonable steps to make sure overseas recipients protect your information consistently with the Australian Privacy Principles.

Security and retention. Information is stored with reputable providers using access controls. We keep records only as long as needed for the purposes above, or as required by law (for example, anti-money-laundering record-keeping periods).

Access, correction and complaints. You can ask to access or correct the personal information we hold about you, or unsubscribe from emails at any time, by contacting hello@gemhouseconcierge.com. If you have a privacy concern, please contact us first and we'll respond within 30 days. If you're not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

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