OnWood Tiles

1. About this policy

OnWood Tiles, a registered business name of Reagan Genrich (ABN 41 522 687 021), respects your privacy. This policy explains what personal information we collect, why we collect it, who we share it with, how we keep it safe, and how you can access it, correct it or complain.

It applies to everything we do - our website onwoodtiles.com.au and trade portal, our Baringa showroom and warehouse, and our dealings with you by phone, email and in person.

We handle personal information in accordance with the Australian Privacy Principles (APPs) in the Privacy Act 1988 (Cth), and with the Spam Act 2003 (Cth) and the Do Not Call Register Act 2006 (Cth) where they apply to our marketing.

Personal information means information or an opinion about an identified individual, or an individual who is reasonably identifiable.

2. What personal information we collect

We collect personal information at several points across our website, including our contact and enquiry forms, sample request forms, quote request forms, newsletter and mailing list sign-ups, competition and promotion entries, trade partner account applications, the trade portal, and any other form where we ask for your details. We also collect it in the showroom, over the phone, by email and through social media.

Please note: when you give us your contact details at any of these points, we use them to respond to you and to send you marketing. That includes information about new ranges, products, promotions, sales, events and inspiration. You can opt out at any time - see section 8.

Depending on how you deal with us, we may collect:

Contact and identity information

Your name, email address, phone number, postal and delivery address, and - if you are a trade customer - your business name, ABN, trading address, role, and the names and contact details of your staff or nominated contacts.

Enquiry and project information

The details of your enquiry, your product selections, room measurements, floor plans, drawings, photographs of your space or existing tiles, quantities, timeframes, site access details, and any notes we make about your project so we can help you.

Quote, order and transaction information

Quotes, order requests, order confirmations, invoices, deposits, delivery and collection records, freight details, and your purchase history with us.

Payment information

We take payment in person by EFTPOS or card terminal, by card over the phone, or by bank transfer. We do not process payments through our website. Card payments are processed by our card terminal provider (ANZ) and our bank (Suncorp). We do not store full card numbers. Where you give us card details over the phone, they are entered directly into our terminal at the time and are not written down or retained. For bank transfers we retain a record of the payment reference and remittance.

Trade account information

Your account username, account settings and pricing tier, login and portal activity, order requests submitted, and account correspondence. Where you apply for a credit account, we also collect the information in your credit application, including trade references, director or proprietor details, and any personal guarantee.

Correspondence

Emails, text messages, contact form submissions, social media messages and comments, and notes of phone calls and showroom conversations.

Feedback, reviews and images

Reviews, testimonials, and photographs of completed projects you share with us or tag us in.

Website and technical information

When you visit the site we may collect your IP address, device and browser type, operating system, referring page, the pages you view, the time and duration of your visit, and similar analytics data, including through cookies and similar technologies (see section 6).

Sensitive information. We do not seek sensitive information (such as health information) and ask that you do not send it to us. If you tell us about an access requirement, mobility need or similar so we can assist you safely on our premises, we use that information only for that purpose and do not retain it longer than necessary.

3. How we collect personal information

We collect personal information directly from you wherever we can - when you contact us, visit the showroom, request a sample or quote, place an order, apply for or use a trade account, subscribe to our updates, or engage with us on social media.

We may also collect personal information:

from a builder, tiler, designer, architect or project manager acting for you, or from a client who has nominated you
from our suppliers, manufacturers and freight carriers in connection with your order or a warranty claim
from publicly available sources, such as ABN Lookup or ASIC, when we verify a trade account
automatically through our website and analytics tools

If someone gives us your personal information, we assume they have your permission to do so. If you give us someone else's personal information - for example, a client's delivery address or a contact at your business - please make sure they know we have it and can find this policy.

If you would prefer not to identify yourself, you are welcome to browse our site or visit our showroom anonymously. We may not be able to quote, order, deliver or handle a warranty claim without your details.

4. Why we collect, hold, use and disclose personal information

We use personal information to:

respond to your enquiries and provide samples, product information and advice
prepare quotes and manage order requests, orders, deposits and invoices
source product, place orders with suppliers, and manage special and indent orders
arrange freight, delivery and collection
manage your trade partner account, portal access and account pricing
handle returns, refunds, credits, warranty claims and disputes, including with our suppliers and manufacturers
keep records required for tax, accounting, warranty and legal purposes
maintain the safety and security of our premises and staff
operate, secure, maintain and improve our website and trade portal
send you marketing - including new ranges, product releases, promotions, sales, showroom events, inspiration and newsletters - by email, SMS, post or phone, and to tailor that marketing to the products and projects you have shown interest in
run and administer competitions, giveaways and promotions
build and maintain our customer and trade mailing lists
comply with our legal obligations and enforce our terms

We will only use your personal information for a purpose you would reasonably expect, or a purpose we have told you about, unless you consent or the law requires or permits otherwise.

6. Cookies, analytics and online tracking

Our website uses cookies and similar technologies. A cookie is a small file stored on your device.

Essential cookies keep the site working - for example, keeping you logged in to the trade portal. This is the only category of cookie we currently use.

We do not currently use analytics cookies, advertising or remarketing cookies, or third-party tracking pixels - such as Google Analytics, the Meta (Facebook and Instagram) pixel, or Google Ads tags - on this site.

You can block or delete cookies through your browser settings. If you block essential cookies, parts of the site - including the trade portal - may not work.

Because we do not currently use advertising or non-essential analytics cookies, we do not display a cookie consent banner. If we add such cookies in future, we will update this policy and add a banner that lets you accept or decline non-essential cookies before they load.

7. Overseas disclosure

Some of the service providers we use may store or process data outside Australia. Our customer, quote and order records are held in OnBase HQ, which is hosted in Australia. Our website hosting and content delivery is provided by Vercel, which is based in the United States and operates a global network, and our email is provided by Zoho. Where a provider stores or processes data overseas, this may include the United States and other countries where their infrastructure is located.

Where we disclose personal information overseas, we take reasonable steps to ensure the recipient handles it in a way consistent with the Australian Privacy Principles.

8. Marketing and how to opt out

We do use your contact details for marketing. If you give us your details through our website, in our showroom, over the phone, by email, by entering a promotion, or by purchasing from us, we may send you information about our products, new ranges, promotions, sales, events and inspiration by email, SMS, post or phone. We may also use the information we hold - such as the products or styles you have enquired about - to make that marketing more relevant to you.

How to opt out. Every marketing email and SMS we send includes an unsubscribe option, and we will action it promptly and at no cost to you. You can also opt out at any time by emailing sales@onwoodtiles.com.au, replying to any message asking us to stop, or telling a staff member at the showroom. You can ask us at any time to tell you where we got your details from.

Opting out of marketing does not stop us contacting you about a quote, an order, a delivery, a payment or a warranty claim - we need to be able to reach you about your job.

We do not sell your contact details to anyone else for their own marketing.

9. How we keep personal information secure

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. These include:

customer, quote and order records are held in OnBase HQ, our business management platform, in a secured database with restricted access
password protection and access controls on our systems and trade portal
limiting staff access to what each person needs to do their job
keeping physical records secure at our premises
using reputable service providers with their own security controls
not storing full card numbers, and not accepting card details by email

No system is completely secure. If you have a trade portal login, please choose a strong, unique password, do not share it, and tell us immediately if you think it has been compromised.

Data breaches. If a data breach occurs that is likely to result in serious harm, we will respond in accordance with the Notifiable Data Breaches scheme, which may include notifying you and the Office of the Australian Information Commissioner.

10. How long we keep personal information

We keep personal information only for as long as we need it, or as long as the law requires. In practice:

quote, order, invoice and payment records are kept for at least seven years, as required for tax and accounting purposes
warranty and product records are kept for as long as a claim could reasonably be made
trade account records are kept for the life of the account and for seven years afterwards
marketing subscriber records are kept until you unsubscribe, and then only as needed to honour your opt-out

When we no longer need personal information, we take reasonable steps to destroy it or de-identify it securely.

11. Accessing and correcting your information

You can ask us for a copy of the personal information we hold about you, and you can ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading.

Email sales@onwoodtiles.com.au or speak to us at the showroom. We may need to verify your identity first. We will respond within a reasonable time, usually within 30 days. We do not charge for making a request, though we may charge a reasonable cost for retrieving and providing a large volume of records - we will tell you before we do.

If we refuse a request, we will tell you why in writing and how you can complain.

12. Complaints

If you think we have mishandled your personal information, please tell us first so we can fix it. Email sales@onwoodtiles.com.au with "Privacy complaint" in the subject line, or write to us at Baringa QLD 4551.

We will acknowledge your complaint promptly and aim to respond substantively within 30 days.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner:

Website: oaic.gov.au
Phone: 1300 363 992
Post: GPO Box 5218, Sydney NSW 2001

13. Third-party websites

Our site links to other websites, including suppliers, manufacturers and social media platforms. We are not responsible for the privacy practices of those sites. Please read their privacy policies before providing personal information to them.

14. Children

Our website and trade portal are intended for adults. We do not knowingly collect personal information from children. If you believe we have, please contact us and we will delete it.

15. Changes to this policy

We may update this policy from time to time to reflect changes in our practices or the law. The current version is always published at onwoodtiles.com.au, with the "last updated" date at the top. Please check back from time to time.

16. Contact us