LEGAL

Privacy & Cookies Policy

Last updated: 5 October 2026

This policy explains how Sugarian Group Pty Ltd (ABN 77 670 070 112) (“Sugarian Group”), the operator of CHICHA San Chen Australia, and any of its related companies that operate CHICHA San Chen stores (together, “we”, “us” or “our”) collect, use, disclose and protect personal information. It covers this website (chichasanchen.com.au), our online ordering site (order.chichasanchen.com.au), orders placed with our stores through third-party delivery platforms, our social media pages, and our CHICHA San Chen stores in Australia.

We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). CHICHA San Chen is a Taiwanese tea brand, and Sugarian Group operates it in Australia under licence from the brand owner. Some stores may be operated by a related company of Sugarian Group, or independently owned and operated by a franchisee. 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 prepare and deliver your order, answer your questions and run our stores.
We do not sell, rent or trade your personal information.
Online payments are entered on a secure payment page run by our ordering platform’s payment provider. We do not see or store your full card number.
This website uses cookies, including Google Analytics, to understand how it is used. You can control cookies in your browser.
We do not send marketing emails or text messages. If that ever changes, we will only send them with your agreement or where the law allows, and you will be able to unsubscribe at any time.
You can ask to see or correct your information. Questions or concerns? Email info@chichasanchen.com.au.

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 and phone number and, for delivery orders, your delivery address and delivery instructions.
Order and payment details: the drinks and options you order, order notes, the store, your pick-up or delivery time, the amount paid (including any tip and delivery fee), and payment and refund records. Card details are entered directly into our payment providers’ secure systems.
Account details: if you create an account on this website or on our ordering site, your login details, profile and order history. If you sign up with Google or Facebook, we receive basic profile information from that provider, such as your name, email address and profile photo.
Communications and feedback: enquiries, complaints, ratings and reviews (including ratings you give after an online order), messages you send us by email or social media, and any photos or files you send us.
Franchise enquiries: if you contact us about a franchise, your contact details, preferred location, investment budget and anything else you choose to tell us. Franchise applications are made on sugariangroup.com (see section 4).
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, if a store uses security cameras (CCTV), video images. Where CCTV is used, we will display signs.

Sensitive information

We do not ask for sensitive information unless we genuinely need it, and then only with your consent or where the law otherwise allows. You may choose to tell us about a food allergy, a dietary need or a health issue, for example in an order note, when you speak to our staff, or when you make a complaint. We use it only to deal with your order, question or complaint (including any food safety investigation or insurance claim), or where the law requires or allows, and never for marketing.

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. You can order online as a guest without creating an account, but we need your name and contact details to process an online order (and your address for delivery). We may also need your contact details to look into a complaint or give you a refund.

2. How we collect it

From you: when you order in store or online, create an account, contact us, leave a rating or review, send us a message on social media, enquire about a franchise or apply for a job.
Automatically: through cookies, analytics tools and server logs when you use this website or our ordering site.
From others: from our online ordering platform and payment providers (for example, confirmation that a payment went through), and from third-party delivery platforms when you order from one of our stores through them. We may also receive information from Google or Facebook if you use them to sign in, from social media platforms when you interact with our pages, and from franchisees and referees.

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:

take, prepare, deliver and support your orders, pick-ups, payments and refunds;
answer enquiries, handle feedback and complaints, and manage food safety matters and product recalls;
create and manage your account, if you have one;
run, secure and improve our website, ordering site, stores, drinks and services, including through analytics and customer feedback;
send you marketing only if we start doing so in the future and you have agreed or the law otherwise allows (see section 5);
assess franchise enquiries and job applications;
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, for sensitive information, directly related), or if the law requires or allows it. We do not use information we receive from third-party delivery platforms for our own marketing.

4. Who we share it with

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

the store that prepares your order, including a store operated by a related company or a franchisee;
our website platform, Wix.com, which hosts this website, our member login and other website tools;
our online ordering platform, Deliverect, which runs order.chichasanchen.com.au, and the payment providers that process online payments;
whoever delivers your order: for delivery orders placed on our ordering site, the person who delivers it (one of our staff, or a third-party courier that we or our ordering platform arrange) receives your name, phone number, delivery address and delivery instructions;
analytics, IT and communication providers, such as Google (Google Analytics, Google Fonts, Google Maps and Google reCAPTCHA), website app providers such as Purple Bear (our store locator), our email and IT providers, and Meta (Facebook, Instagram and WhatsApp) if you contact us on those platforms, use Facebook to sign in, or choose to receive a verification code by WhatsApp;
the CHICHA San Chen brand owner in Taiwan, only where needed, for example to approve a franchise applicant or to investigate a product quality or food 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.

When a service provider handles personal information for us, it may use it only to provide its services to us, and not for its own marketing. Some providers, such as Google, Deliverect, payment providers and delivery platforms, also handle information for their own purposes under their own terms and privacy policies, as explained below and in section 9.

Our ordering site

Our ordering site is provided by Deliverect, an online ordering platform based in Belgium, which processes your order details for us. If you create a customer account on our ordering site, Deliverect also handles your account information under its own terms and privacy notice. If the ordering site sends you a verification code by SMS or WhatsApp, your phone number is passed to the service that delivers it. Deliverect and the payment provider may also use your information to check payments for fraud (see section 12).

Third-party delivery platforms

Some of our stores sell through third-party platforms, such as DoorDash and Uber Eats. When you order through one of them, the platform collects your details, payment and delivery information under its own privacy policy, and shares with us only what we need to prepare and hand over your order. We use that information only to fulfil and support your order.

Group operations and shared systems

Sugarian Group also operates other food brands and the website sugariangroup.com. Some of our systems, such as our website platform account, email and customer service tools, are shared across our brands and websites. This means information you give us here may be stored in the same systems as information collected on sugariangroup.com, and our central team may access it to provide customer service and run our business. We handle it in line with this policy.

We manage CHICHA San Chen franchising in Australia through sugariangroup.com. Franchise applications are made there and are handled under the Sugarian Group Privacy & Cookies Policy.

5. Marketing

We do not currently send marketing emails, text messages or other electronic marketing messages. You do not have to agree to marketing to place an order.

If we start sending marketing in the future, we will only do so if you have agreed to receive it or the law otherwise allows, in line with the Spam Act 2003 (Cth), and we will update this policy first. We do not give your details to other businesses for their own marketing.

Any marketing message we send would identify us and include an easy way to unsubscribe, and we would action unsubscribe requests within 5 business days. You can also tell us at any time that you do not want marketing by emailing info@chichasanchen.com.au.

We may still send you service messages, such as order confirmations, order updates 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 and Deliverect. 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 and ordering site (HTTPS);
limiting access to staff and providers who need it, protected by passwords;
using payment providers that meet card industry security standards (PCI DSS), so card numbers for online orders are entered on their secure payment pages, and we do not store full card numbers; and
choosing reputable providers with established security programs.

No system is completely secure. If you have an account, please keep your login details private and tell us straight away if you think your account has been misused.

If we have a data breach that is likely to result in serious harm to the people involved (an “eligible data breach”), we will notify the Office of the Australian Information Commissioner (OAIC) and the affected individuals, 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 and European countries (including Ireland), for our website platform (Wix) and providers such as Google and Meta;
Belgium and other European Union countries, and the United States, for our online ordering platform (Deliverect) and its service providers; and
Taiwan, where we need to share information with the CHICHA San Chen brand owner, for example about a franchise application or a product quality or food safety issue.

Payment providers, couriers and delivery platforms may also process information in Australia and overseas, including in the United States and Europe, under their own privacy policies. Where we disclose personal information to a recipient overseas, we take reasonable steps, as required by APP 8, to ensure the recipient does not breach the APPs in relation to it (for example, by using providers that have contractual privacy and security commitments), unless an exception under the Privacy Act applies.

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 enquiries 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 local storage and scripts that load content from other providers. This website uses them as follows:

Essential: set by our website platform, Wix, so the website works securely and reliably, including your session and member login. They include cookies such as XSRF-TOKEN, hs, svSession, ssr-caching, server-session-bind and bSession. Wix also collects technical data about page performance and errors. Wix publishes a full list of its cookies.
Analytics: we use Google Analytics to understand how visitors use our website, such as which pages are popular and how people find us. It sets the cookies _ga and _ga_*, which can last up to two years (some browsers, such as Chrome, limit this to about 13 months). Google states that Google Analytics 4 does not log or store IP addresses. Google uses this information in line with its own policies.
Functional: a store locator app installed on our website, provided by Purple Bear, loads a script from its own servers and keeps small records in cookies and local storage (with names starting with “mapsPurplebear”), for example to limit how often its content is shown. When the script loads, your browser connects to Purple Bear’s servers, which receive your IP address.
Security (account sign-up): when you sign up for an account on this website, Google reCAPTCHA checks that you are a person and not an automated program. It collects information such as your IP address, device and browser details and how you interact with the page, and sends it to Google. Google’s Privacy Policy and Terms of Service apply.

Our pages also load web fonts from Google Fonts, so your browser connects to Google and Google receives your IP address. Links to Google Maps, Instagram and Facebook take you to those services, and their own privacy policies apply.

We do not currently use advertising pixels, such as the Meta Pixel or Google Ads conversion tags, on this website. Google may also use Google Analytics information for its advertising features, such as ad personalisation, where those features are turned on. You can manage how Google personalises ads for you at myadcenter.google.com. If we start to use advertising cookies, partners such as Google or Meta may use them to measure our ads and show you relevant ads on other websites, and we will update this policy.

Our ordering site

Our ordering site, provided by Deliverect, uses its own cookies and similar technologies, including for analytics, error monitoring, address search (Google Maps) and live order updates. It may show a cookie banner where you can accept or reject non-essential cookies.

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. If you block essential cookies, parts of the website or the ordering site (such as login and checkout) 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@chichasanchen.com.au. 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. If we do not agree to correct your information, you can ask us to attach a statement to it saying that you believe it is inaccurate, out of date, incomplete, irrelevant or misleading, and we will take reasonable steps to do so.

If you have an account, you can update most of your details in it. You can ask us to close an account on this website and delete your information. An account on our ordering site is a Deliverect account: you can delete it using “Delete my account” in your profile or by contacting Deliverect, and we can help. When an account is closed, we will delete or de-identify the information we hold about it, unless we need to keep it by law or for a legitimate business purpose, such as keeping financial records or resolving a dispute or refund.

11. Children

Our website and ordering site are designed for a general audience. If you are under 18, please get a parent’s or guardian’s permission before placing an online order or giving us personal information. Accounts on our ordering site are provided by Deliverect, whose terms require account holders to be of legal age. If we learn that we have collected personal information from a child under 15 without a parent’s or guardian’s permission, we will take reasonable steps to delete it, unless we need to keep it by law.

12. Automated decisions

Other than the automated checks described below, we do not use computer programs to make decisions about you that could reasonably be expected to significantly affect your rights or interests.

When you pay online, our ordering platform and its payment provider may use automated checks to assess the risk of fraud, and a payment or order may be declined as a result without a person reviewing it first. These checks may use information such as your name, contact details, payment details, order details, IP address and device information. If you think an order was declined in error, please contact us and a member of our team will look into it.

Google reCAPTCHA may also automatically block a sign-up on this website that it assesses as coming from an automated program (see section 9).

13. Staff information

This policy applies to job applicants. Where the Privacy Act’s employee records exemption applies, information about our current and former employees that relates directly to their employment is handled under our internal procedures and kept secure and confidential.

14. Questions and complaints

If you have a question, or think we have mishandled your personal information, please email info@chichasanchen.com.au with the subject “Privacy” and as much detail as you can. We will look into it, may ask you for more information, and aim to respond in writing within 30 days.

If you are not satisfied with our response, or we have not responded within 30 days, 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.

16. Contact us

Privacy Officer, Sugarian Group Pty Ltd
Operator of CHICHA San Chen Australia
ABN 77 670 070 112
Email: info@chichasanchen.com.au

Please also read our Terms & Conditions and Refund Policy.