Policies

Last updated: 24 October 2026

Who we are

One Pear Tree is a café with a shop floor at 372 Nepean Highway, Frankston VIC 3199. It is run by One Pear Tree Pty Ltd, ABN 22 661 901 042. In this policy, "we" and "us" mean One Pear Tree Pty Ltd.

We follow the Australian Privacy Principles in the federal Privacy Act 1988. Victoria's Health Records Act 2001 covers health information we hold, such as a food allergy, and we follow its Health Privacy Principles. This policy is also our written policy for health information under that Act. Ask us and we'll give you a copy.

What we collect

We collect only what we need, and most of it you give us yourself.

• Enquiries. When you ask us about the fire room or anything else by phone or email, we keep your name, contact details and what you tell us, such as the date, how many are coming or an allergy, so we can reply.
• Table bookings. OpenTable takes our bookings. It passes us your name, contact details, booking details and any notes you add. If we ask for card details to hold the fire room, OpenTable and its payment provider hold them. We don't see your full card number.
• Paying in the café. Square runs our tills and card payments. We don't see or keep your full card number. If you ask for a digital receipt, Square collects the email address or phone number you give. Square may also link your card payments into a customer profile we can see, showing your visits and purchases.
• Refunds. If we can't refund your card, we may refund you by bank transfer. We then ask for your bank details and use them only for that refund.
• Social media messages. We keep what you send us by message on Instagram, Facebook or TikTok, so we can reply.
• Photos. We take photos of the café for our website and social media. We ask before posting a photo in which you can be recognised, and we'll take one down if you ask.
• Our website. Cloudflare, which hosts this website, receives your IP address and browser details when you visit. This website has no forms and no logins. See "Our website and cookies" below.

You don't have to give us your details, but without them we may not be able to reply or take a booking.

Allergies and other health information

Telling us about an allergy, coeliac disease or another health need is up to you. If you do:

• we use it only to prepare your food and look after you during your visit;
• only the staff who need it can see it;
• we never use it for marketing or add it to a mailing list;
• we keep it only as long as we need it for your booking or visit, then delete it from our emails, booking notes and order notes, unless you ask us to keep it for next time.

Allergy details reach us by phone, by email, in your OpenTable booking notes or in person. Our email (Gmail, run by Google), booking and payment services store information outside Victoria (see "Where your information is stored"). By sending your details to us through them, you agree to that. If you'd rather they weren't stored online, tell our staff in person when you arrive, and we won't record them online.

Ask us and we'll tell you what health information we hold about you, why we hold it, and how we collect, store, use and share it.

How we use your information

We use it to:

• reply to your enquiries;
• take and manage bookings, including any card hold for the fire room;
• take payments and give receipts and tax invoices;
• deal with refunds, problems and complaints;
• keep the records the law requires, such as tax records;
• keep our website and accounts working and secure;
• send you news and offers, but only if you've agreed (see "Marketing").

We don't use computer programs to make decisions about you that could significantly affect you.

Who we share it with

We never sell, rent or swap your information. We share it only:

• with the services below, which handle it for us;
• with our accountant, insurer, lawyer or IT helper, when they need it to help us;
• when the law requires it, for example with the Australian Taxation Office or the police.

The services we use:

• Cloudflare hosts this website and runs the system (DNS) that points our web address at it.
• Square runs our tills, card payments and receipts.
• OpenTable runs our table bookings.
• Google runs our email (Gmail).
• Meta (Instagram and Facebook) and TikTok carry messages you send us there.

Each has its own privacy policy, for example Square's Buyer Privacy Notice (https://squareup.com/au/en/legal/general/buyer-privacy) and OpenTable's privacy policy (https://www.opentable.com.au/c/legal/privacy-policy/).

Where your information is stored

These services store or process information outside Victoria, and mostly outside Australia:

• Cloudflare: the United States and other countries where it has data centres, including Australia.
• Square: mainly the United States, with service providers in Canada, Japan, Ireland, France, Spain and the United Kingdom.
• OpenTable: the United States.
• Google: many countries, including the United States.
• Meta: the United States and Ireland.
• TikTok: outside Australia; TikTok's privacy policy says where.

For allergy and other health information, we rely on your agreement, and on the need to use these services to give you the booking or order you asked for.

Marketing

If we send news and offers by email or text, we send them only to people who've agreed to get them, and we keep a record of when and how you agreed. Every marketing message says it's from One Pear Tree, gives our contact details and has an unsubscribe link. You can unsubscribe at any time, or just tell us, and we'll stop within 5 working days.

Receipts, booking confirmations and our replies to your enquiries aren't marketing. We keep them free of offers.

Keeping it safe

• We use two-step login on our website, booking, payment, email and social media accounts.
• Only staff who need your information can see it, and we remove their access when they leave.
• We never ask for card details by email or by message. If you send them that way, we'll delete them and ask you to use OpenTable instead.
• If a data breach is likely to cause you serious harm, we'll tell you as soon as we can, and tell the Office of the Australian Information Commissioner (OAIC) where the law requires.

How long we keep it

• Enquiries: as long as we need them to deal with your enquiry and any booking that follows, then deleted.
• Allergy and other health notes: only as long as we need them for your booking or visit, as above.
• Sales, payment, refund and tax records: at least 5 years, as tax law requires.
• Marketing list, if you've joined one: until you unsubscribe. After that we keep only a note that you unsubscribed, so we don't contact you again.

Cloudflare, Square, OpenTable and Google also keep information under their own policies.

Seeing or correcting your information

You can ask to see the information we hold about you, or ask us to correct it, or to delete it where the law doesn't require us to keep it. It's free. We may need to check who you are. We'll reply within 30 days. If we can't give you something, we'll tell you why.

Complaints

If you're unhappy with how we've handled your information, contact us first (details below). We'll reply within 30 days.

If you're still unhappy:

• about health information, such as allergy details, you can complain to the Health Complaints Commissioner (Victoria): https://hcc.vic.gov.au
• about other personal information, you can contact the Office of the Australian Information Commissioner (OAIC): https://www.oaic.gov.au. It can tell you whether the Privacy Act covers your complaint.
• about marketing emails or texts, you can complain to the Australian Communications and Media Authority: https://www.acma.gov.au

Our website and cookies

• Cloudflare hosts this website and runs its DNS. Its servers receive your IP address and browser details to deliver the pages and protect the site (for example against attacks), and may process them in the United States and other countries where it has data centres, including Australia.
• No cookies from this website. This website doesn't set cookies, and we don't use visitor statistics or advertising trackers, such as the Meta Pixel, the TikTok Pixel or Google Ads tags. If Cloudflare's security checks ask your browser to show it isn't an automated program, Cloudflare may set a cookie to remember that the check was passed. That cookie is for security only.
• Your choices on this website. If you choose Day or Dusk, or turn the motion on or off, your browser may remember that choice. It stays in your own browser and isn't sent to us or anyone else.
• Booking a table. Our "Book on OpenTable" button opens OpenTable's own website, where OpenTable's privacy policy and cookies apply. Nothing is sent to OpenTable until you click it.
• Our links to Instagram, Facebook, TikTok and Google Maps share nothing until you click them. We don't show posts, maps or forms from those services on this website.

Children

We don't knowingly collect information from children. If a child has sent us their details, a parent or carer can ask us to delete them. We ask a parent or carer before posting a photo in which a child can be recognised.

Changes to this policy

We'll update this policy when the way we handle information changes, and change the date at the top.

Contact us

Send privacy questions, requests and complaints to us:

• Post: One Pear Tree, 372 Nepean Highway, Frankston VIC 3199
• Phone: 03 9781 0077
• Email: onepeartreecustomers@gmail.com

Last updated: 24 October 2026

Who runs this website

This website, onepeartree.com, is run by One Pear Tree Pty Ltd, ABN 22 661 901 042. Our café, One Pear Tree, is at 372 Nepean Highway, Frankston VIC 3199. Phone 03 9781 0077, email onepeartreecustomers@gmail.com.

These terms apply when you use this website.

Information on this website

We work to keep this website accurate, but some things change often:

• Hours. Public holiday hours may differ, so call us to check.
• Menu and prices. Our menu and prices change with the seasons. We update the menu here when they do. Some dishes, such as our seafood dishes and the daily specials, are only on the menu in the café.
• The shop floor. Stock changes often, so something shown here may already have sold.

If something matters for your visit, call us to check.

Your rights under the Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms excludes, restricts or changes those rights.

If there's a problem with something you bought from us, call us on 03 9781 0077, email onepeartreecustomers@gmail.com or talk to us in the café. For bookings, see Bookings and the fire room.

Other services we use

• OpenTable takes our table bookings. When you book, OpenTable's own terms and privacy policy also apply.
• Instagram, Facebook and TikTok host our social media.
• Google Maps gives directions to the café.

These services are run by other companies. We aren't responsible for their websites or content. This doesn't affect your rights against us for anything we supply.

Our content

The One Pear Tree name and logo, our photos, our words and the design of this website belong to us or are used with permission. You're welcome to link to our pages and share our posts. Please ask us before using our logo, photos or words for anything else.

Enquiries and messages

• Send us genuine enquiries only.
• Don't send anything unlawful, abusive or misleading, or someone else's details without their permission.
• Don't send card details by email or message.
• An enquiry isn't a booking. We'll contact you to confirm.

We may not reply to messages that break these rules.

Our responsibility

We're responsible for loss or damage to the extent we cause or contribute to it. Apart from that, and only as far as the law allows, we aren't responsible for loss caused by the website being unavailable or not working as expected, or by relying on information from other services we link to.

This doesn't limit your rights under the Australian Consumer Law.

Changes to these terms

We may update these terms. Changes apply from the date at the top of this page.

Law

These terms are governed by the law of Victoria, Australia.

Our aim

We want everyone to be able to use our website: to check our hours, read the menu, see what's on our shop floor and book a table. We aim to meet the Web Content Accessibility Guidelines (WCAG) 2.2 at level AA.

What we've done

• The menu as text. Our menu is written out as text that screen readers can read, with the dishes and prices, and the weekend and public holiday surcharges at the top.
• Keyboard use. The site works with a keyboard. In the sky over the garden, use the slider (the arrow keys move 15 minutes at a time) and pick a day with the arrow keys. You can tap instead of dragging the sun.
• A text summary of the sky. As you change the time or day, screen readers hear the day, the time and whether we're open. Our hours are also listed as plain text beside the sky.
• Pause motion. On the home page and the Shop floor page, a Pause motion button stays on screen. It stops the moving parts of the page, and Play motion starts them again.
• Reduced motion. If your device is set to reduce motion, the moving parts stay still, the sky over the garden doesn't glide, and the button says Show motion in case you'd like the motion anyway.
• Easy to tap. Our buttons are at least 44 pixels tall.

Known limits

• Bookings are made on OpenTable's website, which OpenTable runs, so we can't change how it works. If it's hard to use, call us and we'll help you book.

Get help

If any part of this website is hard to use, tell us and we'll help.

• Phone: 03 9781 0077, 7am to 3:30pm Monday to Friday and 8am to 3:30pm Saturday and Sunday
• Email: onepeartreecustomers@gmail.com

We can help you book by phone, read the menu to you, or email it to you as text. If you tell us about a problem, it helps to know which page it was on and what device or assistive technology you use. We'll get back to you as soon as we can.

About this statement

We last updated this statement on 24 October 2026. We'll review it whenever we make big changes to the site.

Last updated: 24 October 2026

Table bookings

We take bookings through OpenTable: https://www.opentable.com.au/r/one-pear-tree-frankston. You can also call us on 03 9781 0077.

• On weekends we only take bookings for 6 or more.
• The outside tables aren't booked. They're first come, first served.
• Groups of 6 or more can book the fire room (see below).

The fire room

The fire room is our big room inside, by the fire, for groups of 6 or more. We only take bookings of 6 or more in this room. To book it, call us on 03 9781 0077 or email onepeartreecustomers@gmail.com with your date and how many are coming.

Your card

To hold the room, we may ask for card details through OpenTable. Nothing is charged when you book. OpenTable may place a temporary authorisation on your card to check it. It may show as pending, but it isn't a charge. We never ask for card details by email or by message, so please don't send them that way.

When we charge, and how much

We only charge your card in these cases:

• you cancel less than 24 hours before your booking time;
• less than 24 hours before your booking time, you make your group smaller;
• you don't arrive, or you arrive with fewer guests than booked.

Before you give us card details, we tell you in writing how much we'd charge in each of these cases, and the most we'd charge for the booking. If we haven't told you, we won't charge your card. That's the whole amount: we don't add a card fee, a surcharge or any other fee.

We never charge your card:

• if we cancel or change your booking;
• if you cancel, or change the number of guests, 24 hours or more before your booking time. The new number then counts as the number booked.

Changing or cancelling

Call us on 03 9781 0077 during opening hours (7am to 3:30pm Monday to Friday, 8am to 3:30pm Saturday and Sunday; public holiday hours may differ), or use the link in your OpenTable confirmation. The time of your call, or the time OpenTable records your change, is what counts.

How we charge

If a charge applies, we make it through OpenTable, on the card you gave, after your booking time. We'll let you know when we do.

Your rights and your details

Nothing on this page limits your rights under the Australian Consumer Law.

OpenTable and its payment provider handle your booking and card details under their own terms and privacy policies. See also our Privacy policy. Questions? Call us on 03 9781 0077 or email onepeartreecustomers@gmail.com.