Eleven Inch Pizza Melbourne Pty Ltd · ABN 38 602 365 346
Effective date: 8 October 2026
1. About this policy
This policy explains how Eleven Inch Pizza Melbourne Pty Ltd (ABN 38 602 365 346), trading as 11 Inch Pizza (“we”, “us”), collects, uses, shares and protects your personal information.
It applies to everything we do, including:
- our website, www.11inchpizza.com.au;
- our online ordering site, order.11inchpizza.com.au (also reached at orders.11inchpizza.com.au);
- our AI chat ordering assistant (“Pizza AI”);
- our kitchen cooking planner (planner.11inchpizza.com.au), which our staff and riders use to prepare and deliver orders;
- phone, email, in-store and delivery-platform orders.
We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Personal information means information that identifies you, or could reasonably identify you, such as your name, phone number or address. Where allergy or dietary notes count as health information, we also handle them in line with the Health Records Act 2001 (Vic).
2. What we collect
We only collect what we need to take your order, prepare it and stay in touch with you.
| Type | Examples | When we collect it |
|---|---|---|
| Contact details | Name, phone number, email address | When you order, make an enquiry or sign up for news |
| Delivery details | Street address, unit or floor, postcode, delivery instructions, delivery handover code | When you choose delivery |
| Order details | Items, quantities, pickup or delivery date and time, payment status (paid or unpaid), order history | Every order |
| Food preferences | Dietary needs (e.g. vegetarian, halal) and allergy notes you choose to tell us | When you include them with an order |
| Chat messages | What you type or say to our AI assistant | When you use the chat |
| Enquiries | Catering requests, feedback, complaints, lost property, job questions | When you contact us |
| Website and device data | IP address, browser type, pages viewed, cookies, approximate location | When you visit our websites |
| Marketing activity | Whether you opened our emails or clicked links | If you receive our marketing |
Payment details. Card payments on our ordering site are processed by our payment provider, ValPay. We do not see or store your full card number. Our AI chat never asks for card or bank details, and automatically removes full card numbers typed into it.
Health information. Allergy and dietary notes can be sensitive information. We only collect them with your consent, when you give them to us, and use them only to prepare your order. Please do not share other health information with us.
Staying anonymous. You can browse our websites and ask the AI assistant general questions without giving your name. To place an order or have us follow up, we need your name and a phone number.
3. Our AI ordering assistant
Our website chat (“Pizza AI”) is an artificial intelligence (AI) assistant, not a person. It helps you build a pre-order, answers common questions from our menu and FAQs, and passes other questions to our team.
What it collects. Everything you type, or say using the microphone button, plus your name, phone number, email and delivery address if you give them. If you use the microphone button, your device or browser’s speech-recognition feature converts your speech into text before the text reaches us. The speech-recognition provider may process your audio under its own privacy policy. We receive the resulting text and do not record or store audio.
Who processes it. Your messages are sent to Anthropic, PBC (USA), which provides the AI model (Claude) that reads and replies to them. Under our business agreement, Anthropic processes your messages only to provide the service to us and does not use them to train its AI models.
Allergy information in Pizza AI: If you enter allergy or dietary information in this chat, the chat message will be sent to Anthropic in the United States to generate a reply. We use that information to help prepare your order. If you prefer not to share it through the chat, call us on (03) 9602 5777 and speak with our team. Before you can type in the chat, it shows a short version of this notice and asks you to tap “I consent”. Until you do, nothing you write is sent to Anthropic.
Decisions made with the help of a computer program. The assistant and our ordering software automatically:
- check whether your address is inside our chat delivery area and whether your order meets the minimum;
- check that your chosen time is at least 5 hours ahead and within opening hours;
- calculate your order price;
- check that an enquiry has a valid name, phone number and email before passing it on.
To do this, they use your address and postcode, order items, chosen date and time, and contact details. These checks decide whether the chat can accept your order, but they never stop you ordering from us: you can always order on our website, by phone or in store. If you think a decision was wrong, call us and a staff member will review it.
What it will not do. The assistant never asks for card, bank, ID or health details, cannot see other customers’ information, and does not decide on refunds, complaints or allergy safety. Those go to our team.
What happens to your chat. Each chat is saved while it is active, then emailed to our team once it has been quiet for 30 minutes, and the saved copy is deleted (always within 7 days). Confirmed orders and enquiries are also kept in a secure backup for 45 days in case an email fails. Full card numbers typed into the chat are removed automatically by our system before the AI, the saved chat or any email sees them. Other card details, such as expiry dates or security codes, are not detected, so please never type them into the chat.
AI can make mistakes. Always check your order summary before you confirm it. If anything is wrong, call us on (03) 9602 5777.
4. Our kitchen cooking planner
Our kitchen cooking planner is a staff-only system that schedules oven times, packing and delivery riders for every order, especially pre-orders and large group orders. Only staff and riders who have signed in can use it.
What it holds. For each order: your name, phone number, delivery address (including unit, floor and any delivery instructions you give us), the delivery handover code from your ordering-site confirmation (used to confirm the rider handed the order to the right person), the items and quantities ordered, the delivery or pickup date and time, payment status (paid or unpaid, never card details) and order notes, including any dietary or allergy notes.
Where the information comes from. Staff enter orders directly, or the planner reads them from:
- order emails sent to our orders inbox, including orders from our AI chat assistant and other ordering channels;
- photos of printed order receipts, taken by our staff.
An AI model run by Cloudflare (Workers AI) reads these emails and photos and pulls out the order details. The cooking planner does not store receipt photos or full order emails. Original emails may remain in our orders inbox and are retained as described in section 10. For emailed orders, the planner also keeps the sender’s email address and the email subject. Staff check every email order before it goes to the kitchen. A receipt photo with all required details is added automatically; anything missing or unclear waits for staff to check.
Delivery routes. For deliveries, your address is sent to Mapbox (USA) to find it on the map and work out the cycling time from our shop. We do not keep the map lookup results.
Text messages about your order. If you give us an Australian mobile number, we send a text (via Twilio, USA) with your first name, telling you your delivery is on its way or your pickup order is in the oven, with an estimated time. Our staff and riders may also text you about your order (for example, to find your building), and if you reply, your reply is saved with your order so the team can see it. These are service messages about your order, not marketing.
Decisions made with the help of a computer program. The planner automatically works out when your order starts cooking, how it is packed, how many riders it needs, your estimated arrival or pickup-ready time, and whether your requested time fits our kitchen and rider capacity. It may suggest combining nearby deliveries into one trip, but staff must confirm every suggestion. Staff can change any of these decisions; if you are unhappy with your time or delivery, call us.
Order history. Every change to an order is recorded (what changed and when) so we can resolve mistakes and complaints. See section 10 for how long we keep it.
Allergies. Telling us about an allergy helps us take care, but our kitchen handles common allergens and cross-contamination will occur, so we cannot guarantee that any menu item is free from allergens.
5. How we use your information
We use your personal information to:
- take, prepare, deliver and confirm your order, and tell you about its status by email or text message;
- answer your questions, enquiries, feedback and complaints;
- schedule cooking, packing and delivery riders in our cooking planner, and plan stock and staffing;
- process payments and refunds, and prevent fraud and misuse (for example, limiting how many chat messages one visitor can send);
- improve our menu, websites and AI assistant, for example by reviewing chats where the assistant gave a wrong or unclear answer, and improve our delivery service using aggregated or de-identified delivery information;
- send you offers and news, only if you have agreed (see section 9);
- meet our legal obligations, such as tax, food safety and consumer law.
We will not use your information for an unrelated purpose unless you agree, or the law allows or requires it. We do not sell your personal information.
6. Who we share it with
We share personal information only with people who help us run our business, and only what they need. They must protect it and may not use it for their own purposes.
| Who | What they do | Where |
|---|---|---|
| Our staff and delivery riders | Prepare, deliver and follow up your order | Australia |
| Pratham POS (Achyut Labs) | Runs our online ordering site and order system | Australia and overseas, including USA |
| ValPay (payments processed by Adyen) | Processes card payments | Australia and overseas |
| Anthropic, PBC | AI model that powers our chat assistant | USA |
| Cloudflare, Inc. | Hosts our chat assistant and cooking planner and their databases; its Workers AI reads order emails and receipt photos | Global network, including USA |
| Postmark (ActiveCampaign) | Sends and receives order, enquiry and confirmation emails | USA |
| Twilio Inc. | Sends text messages about your order | USA |
| Mapbox, Inc. | Finds delivery addresses on the map and calculates cycling times | USA |
| Mailchimp (Intuit Inc.) | Sends our newsletters and offers, only if you have signed up | USA |
| Google, Meta (Facebook), ClickCease | Hosts our email, including the orders inbox (Google Workspace); website analytics, advertising and click-fraud protection | USA and other countries |
| Delivery platforms (e.g. Menulog) | If you order through them, their own privacy policy also applies | Australia |
| Our IT, accounting and legal advisers | Professional services | Australia |
We may also disclose information if the law requires it, to a court or government agency, or to protect someone’s life, health or safety.
7. Information sent overseas
Some of our service providers store or process information outside Australia, mainly in the United States of America. This includes our online ordering system (Pratham POS), card payments (ValPay and Adyen), marketing emails (Mailchimp), your AI chat messages (Anthropic), order emails (Postmark), order text messages (Twilio), delivery address map lookups (Mapbox), our email inbox (Google Workspace), website analytics and advertising data (Google, Meta), and the hosting of our chat assistant and cooking planner, including the AI that reads order emails and receipt photos (Cloudflare, which operates data centres worldwide).
Before using an overseas provider, we take reasonable steps to make sure it protects your information in a way consistent with the Australian Privacy Principles, for example through its contract terms, security standards and privacy commitments. We remain responsible for how our providers handle your information.
8. Cookies and analytics
Cookies are small files a website saves in your browser. Our websites use them to:
- keep your cart and order working (essential);
- let you sign in with Google on our ordering site, if you choose to;
- measure visits and improve our sites (Google Analytics, through Google Tag Manager);
- show you our ads on Facebook and Instagram and measure their results (Meta Pixel);
- protect our ads from fake clicks (ClickCease).
You can block or delete cookies in your browser settings. Essential cookies are needed for online ordering to work. You can opt out of Google Analytics at tools.google.com/dlpage/gaoptout and manage Facebook ad preferences in your Meta account settings.
Our AI chat assistant does not use advertising or tracking cookies.
9. Marketing and opting out
We only send marketing emails (through Mailchimp) or SMS messages if you have agreed to receive them, for example by signing up to our newsletter or ticking a box at checkout. Every message tells you who it is from and includes an easy way to unsubscribe. You can also ask us to stop at any time by emailing [email protected]; we will act on it within 5 working days.
We never use your AI chat messages, enquiries or allergy notes for marketing. Order confirmations and service messages about your order are not marketing, so you will still receive them after unsubscribing.
10. Security and how long we keep it
We protect your information with encrypted (HTTPS) connections, password-protected systems that only authorised staff can use, and providers with recognised security standards. We design our systems to keep customer names, phone numbers and emails out of technical logs. No system is completely secure, so please never send card details, passwords or health information through chat or email.
| Information | How long we keep it |
|---|---|
| Saved AI chats (before emailing to our team) | Deleted once emailed, always within 7 days |
| Backup copies of chat orders and enquiries | 45 days, then deleted automatically |
| Receipt photos and full order emails read by the planner | Not stored; only the extracted order details are kept |
| Delivery address map lookups | Not stored |
| Order and payment information that forms part of our company financial records | 7 years after the relevant transaction is completed, as required by the Corporations Act 2001 (Cth) |
| Customer contact and delivery details, planner change history and text messages linked to an order | Kept where necessary to explain the transaction or resolve complaints, payment disputes and legal claims, for up to 7 years after the order is completed, then deleted or de-identified, unless a law requires us to keep them longer. |
| Email orders our staff did not approve | 90 days after we receive the email, then deleted automatically |
| Original order emails in our orders inbox | Reviewed at least once every 12 months and deleted when no longer needed. Emails that form part of company financial records are kept for 7 years after the relevant transaction is completed |
| Marketing list | Until you unsubscribe |
We retain order and payment records that form part of our company financial records for seven years after the relevant transaction is completed, as required by section 286(2) of the Corporations Act 2001 (Cth). We retain customer contact and delivery details where necessary to explain those transactions or resolve complaints, payment disputes and legal claims. Other identifying details are deleted or de-identified when no longer needed. We use aggregated or de-identified delivery information to improve our delivery service. When we no longer need personal information, we securely delete it or de-identify it, unless we are required or authorised by law to retain it.
Data breaches. If a data breach is likely to cause you serious harm, we will notify you and the Office of the Australian Information Commissioner (OAIC) as required by the Notifiable Data Breaches scheme.
11. Seeing, correcting or deleting your information
You can ask us for a copy of the personal information we hold about you, including your chat transcripts, and ask us to correct or delete it. Email [email protected] or call (03) 9602 5777.
We will check your identity, reply within 30 days and not charge you for asking. If we cannot do what you ask (for example, because the law requires us to keep financial records), we will tell you why in writing and how to complain.
12. Complaints
If you are concerned about how we have handled your personal information, including anything our AI assistant said or did, please contact our Privacy Officer (details below) and tell us what happened. We will acknowledge your complaint within 7 days and aim to resolve it within 30 days.
If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC): www.oaic.gov.au, phone 1300 363 992.
13. Changes and contact us
We may update this policy when our services or the law change, for example when we add new AI features. We will post the new version on our websites with its effective date, and for significant changes we will also show a notice on our websites or in our chat.
Privacy Officer
Eleven Inch Pizza Melbourne Pty Ltd (11 Inch Pizza)
7A/353 Little Collins Street, Melbourne VIC 3000
Email: [email protected]
Phone: (03) 9602 5777