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Privacy policy

Sydney Art Flooring respects your privacy. This policy explains what personal information we collect when you visit our showroom or website, ask for a quote, buy goods or use our services services, and how we use, share and protect it.

We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). You can read more about your privacy rights on the Office of the Australian Information Commissioner (OAIC) website at www.oaic.gov.au.

Any information we collect about you is held with utmost care and security. Your visit to our website and your use of any of our services or features is subject to our terms and conditions.

Personal information is information or an opinion about you that identifies you, or could reasonably identify you, whether or not it is true or recorded. Your name, phone number, email address and home address are common examples.

We collect personal information as reasonably necessary to prepare quotes, supply, deliver and install products, support orders, conduct marketing and advertising, analyse and improve our website and services, recover unpaid amounts, and meet legal and regulatory obligations. Depending on how you deal with us, this may include:

  • Contact details: your name, phone number, email address, and postal and billing address.
  • Site and project details: the delivery or installation address, room measurements, subfloor type and condition, existing floor coverings, stairs, parking and lift access, and photos or notes taken by our team, including moisture readings and site assessments.
  • Order and payment details: quotes, invoices, deposits, payment history and the credit or debit card you nominate for payment. Under our terms, we may charge that card for an overdue balance.
  • Claims and returns: photos, product and batch details, installation details, and the information you give us on a Customer Service Form or Return of Goods Form.
  • Communications: emails, messages and notes of phone calls or showroom visits.
  • Website information: enquiry form details, and technical information such as your IP address, browser type and pages visited, collected through cookies and analytics tools.
  • Business details: if you're a builder, designer or other trade customer, your company name, ABN and role.

Most of this information comes directly from you. We may also receive it from a builder, designer, property manager or family member acting for you, from our installers and contractors, or from manufacturers and suppliers during a warranty claim.

We don't ask for sensitive information such as health, religious or political details. If you choose to tell us something like this, for example a need for access arrangements on installation day, we'll only use it for that purpose.

You can make a general enquiry without giving your name. However, we need your details to prepare a quote, take an order or carry out an installation.

We use your personal information to:

  • prepare quotes, assess your site and confirm what your project needs
  • process orders, deposits and payments, including charging your nominated card for any overdue balance as set out in our Terms & Conditions
  • order, store, deliver and install your products, and schedule installation days
  • handle returns, exchanges, warranty claims and complaints, including lodging claims with manufacturers and suppliers
  • recover unpaid amounts or goods that haven't been paid for, as allowed by our Terms & Conditions
  • answer your questions and keep you updated about your order
  • keep business records and meet our legal and tax obligations
  • improve our products, services and website

We may also use your information for other purposes you'd reasonably expect, or where the law allows or requires it.

With your consent, or where the law otherwise allows, we may send you news, offers and product updates by email or SMS. Every marketing message includes a simple way to unsubscribe, or you can contact us to opt out at any time. Opting out of marketing doesn't stop messages about your orders.

We don't sell your personal information. We share it only as reasonably necessary for the purposes described in this policy, including fulfilling and supporting orders, marketing and advertising, website analytics, debt recovery, and disclosures required or permitted by law. Depending on the purpose, we may share information with:

  • our installers and contractors, who need your address, access details and site information to do the work
  • freight carriers and couriers delivering your goods
  • manufacturers and suppliers, when we order products or lodge a warranty or fault claim for you
  • payment processors and our bank
  • our IT, website, email and software providers
  • analytics and advertising providers, such as Google and Meta, in connection with the website tools and marketing activities described in this policy
  • our accountants, lawyers, insurers and debt collection agencies
  • government agencies, courts or regulators, where the law requires or allows it

We ask these parties to protect your information and to use it only for the job we've given them.

Some of our products come directly from manufacturers outside Australia. If a warranty or fault claim needs their review, we may send them photos, product and batch details and the installation address. We include your name or contact details only where the claim needs them. Some of our software and email providers may also store data overseas.

Our website uses cookies and tools such as Google Analytics, Meta Pixel and others to understand how visitors use the site and to show relevant ads. You can block or delete cookies in your browser settings, though some parts of the site may then not work properly. Our website may link to other sites, such as manufacturers' sites, which have their own privacy policies.

We take reasonable steps to protect your personal information from misuse, loss, and unauthorised access, change or disclosure. These include password-protected systems, limiting access to staff who need it, and secure storage of paper records.

We use the latest strong encryption technology to ensure that all transactional information is protected to the highest standard. Card payments are processed through our payment provider. Where you nominate a card for an overdue balance, we keep those details only for that purpose, in a secure system, and we don't store full card numbers on our own systems.

We keep order, invoice and payment records for at least seven years to meet tax and legal requirements. We may keep project records longer for warranty purposes. When we no longer need information, we take reasonable steps to destroy it or remove anything that identifies you.

If a data breach is likely to cause you serious harm, we'll notify you and the OAIC as required by the Notifiable Data Breaches scheme.

You can ask to see the personal information we hold about you, or ask us to correct anything that's wrong, incomplete or out of date. Please email us your request. We'll check your identity before acting on it and respond within 30 days.

Access is free, though we may charge a reasonable fee to cover copying large records. If we can't give you access or make a correction, for example because it would affect someone else's privacy or the law prevents it, we'll explain why in writing. Please also let us know if your contact details change.

If you have a question or concern about how we've handled your personal information, please contact us using the details below. We'll acknowledge your complaint within 10 days and aim to resolve it within 30 days.

If you're not satisfied with our response, you can complain to the OAIC at www.oaic.gov.au or on 1300 363 992.