Privacy policy

 

PRIVACY POLICY

1. Overview

1.1 This Privacy Policy explains how Installed Today collects, uses, stores, discloses and protects your personal information when you visit our website, place an order, request a quote, book installation, contact us, or otherwise interact with us.

1.2 In this Privacy Policy, “Installed Today”, "JR Gas & Water", “we”, “us” and “our” refers to Installed Today and JR Gas & Water, and “you” or “your” refers to any customer, website visitor or person who interacts with us.

1.3 We are committed to handling personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, to the extent they apply to our business.

2. Contact

2.1 If you have any questions about this Privacy Policy, want more information about our privacy practices, want to access or correct your personal information, or would like to make a privacy complaint, please contact us at:

Email: help@installedtoday.com.au

3. What Personal Information We Collect

3.1 We may collect personal information that is reasonably necessary for our business functions and activities, including to supply goods, arrange delivery, organise installation, process payments, provide customer support, and improve our website and services.

3.2 The types of personal information we may collect include:

3.2.1 Contact and Identity Information

  • full name;

  • billing address;

  • delivery address;

  • installation address;

  • email address;

  • mobile number or other phone number.

3.2.2 Order and Transaction Information

  • products purchased;

  • delivery details;

  • installation selections;

  • quote and booking details;

  • invoice and order history;

  • payment status;

  • transaction information.

3.2.3 Payment Information

  • payment method details;

  • limited payment transaction details;

  • billing-related information.

3.2.4 We do not generally store full credit card details ourselves. Payments are usually processed through third-party payment processors and gateways.

3.2.5 Customer Support and Site Information

  • photos, videos or descriptions you provide of your property, existing system or installation area;

  • communications with us by email, phone, website form, SMS or similar channels;

  • information provided when you request support, make a complaint, request a return, or lodge a warranty claim.

3.2.6 Device and Website Usage Information

When you visit our website, we may automatically collect information such as:

  • IP address;

  • browser type and version;

  • device type;

  • time zone;

  • pages viewed;

  • products viewed;

  • search terms;

  • referring website;

  • approximate location data derived from IP;

  • site interaction and browsing behaviour.

4. How We Collect Personal Information

4.1 We collect personal information:

  • directly from you when you place an order, request a quote, book installation, contact us, or submit information through our website;

  • automatically through cookies, pixels, analytics tools, log files and similar technologies when you browse our website;

  • from service providers and platform providers involved in processing your order, payment, delivery or installation;

  • from third parties where you have authorised them to provide information to us or where reasonably necessary to complete your order or booking.

4.2 If you provide us with personal information about another person, you confirm that you are authorised to do so and that they understand how their information may be used in accordance with this Privacy Policy.

5. Why We Collect and Use Personal Information

5.1 We may collect, hold, use and disclose personal information for the following purposes:

5.1.1 To supply products and services

Including:

  • processing orders;

  • confirming purchases;

  • arranging delivery;

  • arranging installation;

  • issuing invoices, receipts and order confirmations;

  • managing returns, refunds, warranties and service requests.

5.1.2 To communicate with you

Including:

  • responding to enquiries;

  • sending order and booking updates;

  • requesting site information, photos or approvals;

  • providing customer support;

  • managing complaints or disputes.

5.1.3 To process payments and reduce fraud

Including:

  • processing payment transactions;

  • screening orders for fraud or risk;

  • verifying customer identity where necessary;

  • reducing chargeback, payment default or transaction abuse risks.

5.1.4 To improve our business and website

Including:

  • analytics and reporting;

  • improving website functionality and performance;

  • understanding customer preferences;

  • improving our products, advertising and services.

5.1.5 For marketing and advertising

Including:

  • sending promotional emails or SMS where permitted by law;

  • showing relevant ads to website users;

  • measuring advertising performance;

  • remarketing to previous visitors or customers where applicable.

5.1.6 To comply with legal obligations and protect our rights

Including:

  • complying with taxation, accounting, consumer law, warranty, safety and regulatory obligations;

  • responding to lawful requests;

  • recovering debts;

  • enforcing our legal rights;

  • protecting our staff, contractors, customers and business.

6. Website Analytics, Cookies and Tracking Technologies

6.1 Our website may use cookies, pixels, tags, web beacons, analytics tools and similar technologies to:

  • allow the website to function properly;

  • remember preferences;

  • keep items in cart;

  • understand how visitors use the site;

  • improve performance;

  • measure marketing effectiveness;

  • support fraud detection and security;

  • provide more relevant advertising.

6.2 Cookies are small data files stored on your browser or device. Some are session-based and disappear when you close your browser, while others remain for a period of time unless deleted.

6.3 We may use cookies and similar technologies provided by:

  • Shopify;

  • payment providers;

  • analytics providers;

  • advertising platforms;

  • app or plugin providers used on our website.

6.4 These technologies may collect information such as:

  • IP address;

  • browser and device type;

  • pages visited;

  • referring URLs;

  • product views;

  • cart activity;

  • session behaviour;

  • interactions with advertisements.

6.5 Most web browsers automatically accept cookies, but you can usually modify your browser settings to refuse or delete cookies. Doing so may affect website performance or checkout functionality.

6.6 By continuing to use our website, you consent to our use of cookies and similar technologies to the extent permitted by law.

7. Shopify and Platform Providers

7.1 Our online store is hosted on Shopify, which provides the e-commerce platform used to sell our products and services.

7.2 Shopify may collect, use and store personal information in accordance with its own privacy practices and policies.

7.3 We may also use third-party apps, integrations and software providers connected to our Shopify store for functions such as:

  • checkout;

  • payments;

  • freight and delivery;

  • customer support;

  • reviews;

  • analytics;

  • email or SMS communications;

  • booking and workflow management.

7.4 Those providers may receive personal information to the extent reasonably necessary to perform their services.

8. Sharing Personal Information

8.1 We may disclose your personal information to third parties where reasonably necessary for the purposes set out in this Privacy Policy.

8.2 This may include disclosure to:

  • Shopify and connected store applications;

  • payment processors and gateways;

  • banks and financial institutions;

  • freight, courier and delivery providers;

  • installers, licensed contractors and trades;

  • electricians, plumbers, gas fitters and other service providers engaged in your order;

  • IT, software, analytics and cloud storage providers;

  • marketing and advertising providers;

  • customer service, communication or CRM platforms;

  • accountants, insurers, lawyers, debt collection agencies and other professional advisers;

  • government, regulatory or law enforcement bodies where required or authorised by law.

8.3 We may also disclose personal information:

  • if required to comply with law, court order, subpoena or lawful request;

  • to investigate suspected fraud, unlawful conduct or serious misconduct;

  • to enforce our Terms and Conditions or recover unpaid amounts;

  • to protect our rights, safety, property or business interests.

9. Delivery, Installation and Site Information

9.1 Where you purchase installation or request a quote, we may collect and use additional information about your property, site and existing system, including:

  • installation address;

  • photos or video of the site;

  • dimensions, layout, access and compliance information;

  • details about existing plumbing, gas, electrical and drainage arrangements;

  • preferred booking dates and attendance instructions.

9.2 We may share this information with our employees, contractors, trades and service providers to assess, quote, schedule, complete or support the work.

9.3 You should avoid sending us unnecessary sensitive personal information in photos, videos or messages.

10. Marketing and Behavioural Advertising

10.1 We may use personal information to send you information about products, services, promotions, reminders or updates that may be relevant to you, where permitted by law.

10.2 We may also use personal information and website usage data for behavioural advertising, remarketing or audience matching through advertising platforms and similar services.

10.3 This may include showing ads to people who:

  • visited our website;

  • viewed products;

  • added items to cart;

  • made previous purchases; or

  • interacted with our advertising.

10.4 You may opt out of marketing communications at any time by:

  • using the unsubscribe link in the email;

  • replying STOP where applicable for SMS; or

  • contacting us directly.

10.5 Opting out of marketing communications does not prevent us from sending transactional or service-related communications, such as order confirmations, booking updates, warranty messages or legal notices.

11. Data Retention

11.1 We retain personal information for as long as reasonably necessary to:

  • provide goods and services;

  • administer orders and warranties;

  • maintain business and tax records;

  • manage disputes or legal claims;

  • comply with legal, accounting and regulatory requirements;

  • enforce our rights and obligations.

11.2 When personal information is no longer required, we will take reasonable steps to destroy or de-identify it, unless we are required or permitted by law to retain it.

12. Security of Personal Information

12.1 We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

12.2 These steps may include:

  • secure payment processing platforms;

  • password-protected systems;

  • restricted staff access;

  • cloud platform security;

  • reasonable administrative and technical controls.

12.3 However, no online transmission or storage method is completely secure, and we cannot guarantee absolute security.

13. Access and Correction

13.1 You may request access to personal information we hold about you and request correction of inaccurate, incomplete or out-of-date information.

13.2 Requests should be made in writing to help@installedtoday.com.au.

13.3 We may require you to verify your identity before processing a request.

13.4 We may refuse access or correction where permitted by law, but if we do so, we will provide reasons where required.

14. Complaints

14.1 If you believe we have mishandled your personal information or breached applicable privacy laws, you may make a complaint by contacting us at help@installedtoday.com.au.

14.2 Please provide enough detail for us to investigate the issue.

14.3 We will aim to acknowledge your complaint within a reasonable time and respond after investigating the matter.

14.4 If you are not satisfied with our response, you may be entitled to lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

15. Overseas Disclosure and Storage

15.1 Some of our website, cloud, software, marketing, analytics, storage and platform providers may store or process personal information outside Australia.

15.2 By using our website or providing personal information to us, you acknowledge that overseas disclosure or storage may occur in the ordinary operation of our business.

15.3 We will take reasonable steps to ensure that overseas service providers handling personal information on our behalf are subject to appropriate privacy and security obligations, where required by law.

16. Minors

16.1 Our website is not intended for children under 18 years of age.

16.2 We do not knowingly collect personal information from children under 18 without appropriate authority.

16.3 If you believe a child has provided us with personal information without appropriate consent, please contact us so we can review and, where appropriate, remove the information.

17. Do Not Track

17.1 Some web browsers offer a “Do Not Track” setting.

17.2 Because there is no consistent industry standard for responding to Do Not Track signals, we do not currently alter our data collection and usage practices when such a signal is detected.

18. Changes to This Privacy Policy

18.1 We may update this Privacy Policy from time to time to reflect changes in our business practices, legal requirements, website functionality or service providers.

18.2 Any updated version will be published on our website and will take effect from the date of publication.

19. Contact Details

19.1 If you have questions about this Privacy Policy, would like to access or correct your personal information, or would like to make a complaint, please contact:

Installed Today
Email: help@installedtoday.com.au

20. Last Updated

Last updated: JANUARY 1ST 2024