Acqua Bathrooms respects your privacy and is committed to handling personal information responsibly and in accordance with applicable Australian privacy laws.
This Privacy Policy explains how we collect, use, disclose and protect personal information when you use our website, purchase from us, contact our team or otherwise interact with Acqua Bathrooms.
1. Information We Collect
We may collect personal information including:
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name;
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billing and delivery address;
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email address;
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telephone number;
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account and login information;
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order and purchase history;
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payment and transaction information;
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delivery and collection information;
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communications with our customer service team;
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returns, warranty and claims information;
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trade account or business information;
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information provided through forms, live chat, email or other customer service channels; and
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other information you voluntarily provide to us.
When you use our website, we may also automatically collect technical and usage information such as:
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IP address;
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browser and device information;
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pages viewed;
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referring website;
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interactions with our website;
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approximate location derived from technical information;
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cookies and similar technologies; and
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website and advertising analytics.
We generally do not require customers to provide sensitive information unless it is reasonably necessary for a particular purpose.
2. How We Collect Information
We may collect personal information when you:
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place an order;
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create an account;
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contact customer service;
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use our Help Centre;
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communicate through email, phone, chat or other channels;
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request a quote;
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apply for a trade account;
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submit a return, warranty or delivery claim;
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subscribe to marketing communications;
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enter a promotion;
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visit or interact with our website; or
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otherwise provide information to us.
We may also receive information from service providers involved in providing our services, including payment providers, delivery companies, customer service platforms and e-commerce providers.
3. How We Use Your Information
We may use personal information to:
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process and fulfil orders;
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arrange delivery or collection;
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process payments and refunds;
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provide customer service;
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answer product and order enquiries;
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manage returns, warranties and claims;
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verify transactions and prevent fraud;
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manage customer and trade accounts;
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communicate important information about orders or services;
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improve our website, products and customer experience;
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maintain business and transaction records;
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analyse website and business performance;
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personalise website or marketing experiences where appropriate;
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send marketing communications where permitted;
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comply with legal and regulatory obligations;
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establish, exercise or defend legal rights; and
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operate and improve our business.
We may also use information in aggregated or de-identified form for analytics, reporting and business improvement.
4. AI & Automated Customer Service
Acqua Bathrooms may use artificial intelligence and automated systems to assist with customer enquiries, product information, order support, website navigation and other customer service functions.
Where customers interact directly with an AI assistant, we aim to identify the service appropriately as automated or AI-assisted.
Information provided during these interactions may be processed to:
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understand and respond to your enquiry;
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provide relevant product or order assistance;
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route enquiries to the appropriate team;
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maintain customer service records;
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identify information that requires human assistance; and
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improve our customer service processes.
AI-generated responses may not always be complete or accurate. Important product specifications, measurements, compatibility and installation requirements should be confirmed where necessary before purchase or installation.
You may request assistance from a member of our team at any time.
We may use third-party technology providers to provide or support AI and customer service functionality. These providers may process information on our behalf in connection with providing those services.
We do not sell personal information to AI providers.
5. Shopify & E-commerce Services
Our online store is hosted using Shopify.
Shopify provides the e-commerce infrastructure that allows us to operate our online store, process orders and provide related services.
Information associated with your use of our online store may be processed through Shopify and its systems in accordance with Shopify's applicable privacy practices.
For further information about Shopify's handling of personal information, you can review Shopify's privacy information on its website.
6. Payments
Payments may be processed through Shopify or other payment providers available through our website.
Payment providers may collect and process information necessary to complete transactions, prevent fraud and comply with payment and financial regulations.
Acqua Bathrooms does not necessarily receive or store your complete payment card details when payment is processed by a third-party payment provider.
Payment information is handled in accordance with the security requirements and privacy practices applicable to the relevant payment provider.
7. Customer Service & Communications
When you contact us through email, telephone, our Help Centre, chat or another customer service channel, we may retain information about the communication.
This may include:
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your contact details;
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the content of the enquiry;
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previous communications;
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order information;
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attachments or photographs;
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customer service notes; and
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actions taken to resolve the enquiry.
We use this information to provide support, maintain appropriate records, improve our service and manage customer relationships.
8. Third-Party Service Providers
We use service providers to help operate our business.
These may include providers of:
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website and e-commerce services;
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customer service and communication systems;
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artificial intelligence and automation;
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payment processing;
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accounting and financial systems;
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delivery, freight and logistics;
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email and SMS communications;
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advertising;
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analytics;
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fraud prevention;
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cloud hosting and data storage; and
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other business technology and professional services.
We may provide personal information to these service providers where reasonably necessary for them to perform services for us.
Service providers may have their own privacy policies and legal obligations regarding the information they process.
9. Overseas Processing & Disclosure
Some of the technology and service providers we use may operate, store information or process information outside Australia.
As a result, personal information may be processed or stored in other countries depending on the providers and systems being used.
Where reasonably required, we take steps appropriate to the circumstances to ensure personal information is handled consistently with applicable privacy requirements.
Because service-provider infrastructure and data locations may change, we do not guarantee that personal information will only be stored or processed in Australia.
10. Analytics & Advertising
We may use analytics and advertising technologies to understand how customers use our website and to improve our marketing.
These may include services such as Google Analytics and advertising platforms.
These technologies may collect information including:
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pages visited;
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interactions with our website;
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device and browser information;
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IP address;
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referring websites;
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advertising interactions; and
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other website usage information.
This information may be used to:
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measure website performance;
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understand customer behaviour;
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improve our website;
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measure advertising effectiveness;
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create audiences for advertising; and
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deliver more relevant marketing.
The relevant service providers may process information in accordance with their own privacy policies.
11. Marketing Communications
Where permitted by law, we may use your contact details to send information about:
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products;
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promotions;
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offers;
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new releases;
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services; and
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other Acqua Bathrooms updates.
You can unsubscribe from marketing emails or messages using the unsubscribe option provided in the communication or by contacting us.
Unsubscribing from marketing does not prevent us from sending transactional or service-related communications concerning your orders, account or enquiries.
12. Cookies & Similar Technologies
Our website uses cookies and similar technologies.
These technologies may be used to:
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operate essential website functions;
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maintain shopping carts and sessions;
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remember preferences;
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understand website usage;
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measure website performance;
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prevent fraud;
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support customer service;
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personalise experiences; and
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measure or deliver advertising.
The specific cookies used may change as our website and technology providers change.
Your browser may allow you to block or delete cookies. Disabling some cookies may affect website functionality.
Where available, you may also manage cookie or privacy preferences through controls provided on our website.
13. Disclosure of Personal Information
We may disclose personal information where reasonably necessary to:
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process or deliver an order;
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process payments or refunds;
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provide customer service;
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manage warranties, returns or claims;
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prevent or investigate fraud;
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operate our website and business systems;
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obtain professional advice;
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enforce our agreements or legal rights;
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respond to payment disputes or chargebacks;
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comply with legal requirements; or
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protect Acqua Bathrooms, our customers or others.
Recipients may include service providers, suppliers, manufacturers, delivery companies, payment providers, professional advisers, regulators, courts or other parties where disclosure is authorised or required by law.
We do not sell customer personal information as a standalone commercial product.
14. Security
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.
Measures may include appropriate technical, organisational and access controls.
However, no method of electronic transmission or storage is completely secure, and we cannot guarantee absolute security.
If we become aware of a data breach, we will assess and respond to it in accordance with applicable legal requirements.
15. Retention of Information
We retain personal information for as long as reasonably necessary for the purposes for which it was collected and for legitimate business, accounting, warranty, dispute-resolution and legal requirements.
Retention periods may vary depending on the type of information and our legal or operational obligations.
When personal information is no longer reasonably required, we may delete, destroy or de-identify it where appropriate.
16. Access & Correction
You may request access to personal information we hold about you or ask us to correct information that is inaccurate, out of date, incomplete or misleading.
We may need to verify your identity before providing access or making certain changes.
In some circumstances, applicable law may allow or require us to refuse access. If this occurs, we will explain the reason where required.
Requests can be made using the contact information below.
17. Privacy Complaints
If you believe we have not handled your personal information appropriately, please contact us using the details below.
Please provide enough information for us to understand and investigate your concern.
We will review privacy complaints and respond within a reasonable period.
If you are not satisfied with our response, you may have the right to contact the Office of the Australian Information Commissioner (OAIC).
18. Children
Our website and products are primarily intended for adults.
We do not knowingly seek to collect personal information directly from children where it is not reasonably necessary.
Where a parent or guardian provides information relating to a child in connection with an order or enquiry, we will handle that information in accordance with this Privacy Policy.
19. External Links
Our website may contain links to third-party websites.
We are not responsible for the privacy practices, security or content of independent third-party websites.
We recommend reviewing the privacy policy of any external website you visit.
20. Business Transfers
If Acqua Bathrooms or part of our business is sold, reorganised, merged or transferred, personal information may be transferred as part of that transaction where permitted by law.
The information will remain subject to applicable privacy requirements.
21. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our business, technology, service providers or legal obligations.
The current version will be published on our website.
Where appropriate, we may provide additional notice of material changes.
22. Contact Us
For privacy questions, requests for access or correction, or privacy complaints, contact:
Privacy Officer
Acqua Bathrooms
8 Parramatta Road
Clyde NSW 2142
Australia
Email: info@acquabathrooms.com.au