Privacy Policy

Effective Date: August 13, 2025
Last Updated: August 13, 2025

1. Introduction

Kestrel Investments WA Pty Ltd (ABN: 58 659 711 476), trading as Poolwise ("we," "us," "our," or "Poolwise Padbury"), is committed to protecting your privacy and personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website www.poolwise.com.au ("Website") or purchase our products and services.

We comply with the Australian Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and applicable state and territory privacy laws. By using our Website or services, you consent to the practices described in this Privacy Policy.

2. Information We Collect

2.1 Personal Information

We may collect the following personal information:

  • Identity Information: Full name, title, date of birth (if required)
  • Contact Information: Email address, phone numbers, delivery address, billing address
  • Payment Information: Credit/debit card details, bank account details (processed securely through third-party payment processors)
  • Account Information: Username, password, purchase history, preferences
  • Transaction Information: Details about products purchased, payment records, delivery information
  • Communication Records: Emails, phone call records, customer service interactions
  • Marketing Preferences: Communication preferences, opt-in/opt-out choices

2.2 Automatically Collected Information

When you visit our Website, we automatically collect:

  • Device Information: IP address, browser type, operating system, device identifiers
  • Usage Data: Pages visited, time spent on pages, click patterns, referring websites
  • Location Data: General geographic location based on IP address
  • Cookies and Tracking: Information collected through cookies and similar technologies (see Section 8)

2.3 Information from Third Parties

We may receive information about you from:

  • Payment processors and fraud prevention services
  • Delivery and logistics partners
  • Marketing and analytics providers
  • Social media platforms (if you interact with us through these channels)
  • Credit reporting agencies (for approved credit accounts)

3. How We Use Your Information

3.1 Primary Purposes

We use your personal information to:

  • Process Transactions: Fulfill orders, process payments, arrange delivery
  • Customer Service: Respond to inquiries, handle complaints, provide support
  • Account Management: Maintain your account, manage preferences, track order history
  • Communication: Send order confirmations, delivery updates, important notices
  • Legal Compliance: Meet legal obligations, enforce terms and conditions, protect rights

3.2 Marketing and Promotional Purposes

With your consent, we use your information for:

  • Sending promotional emails about products, sales, and events
  • Personalizing marketing communications based on purchase history
  • Conducting customer surveys and feedback requests
  • Informing you about new products and services
  • Sending pool care tips and maintenance reminders

You can opt out of marketing communications at any time (see Section 6).

3.3 Business Improvement

We use aggregated and anonymized data to:

  • Analyze website performance and user behavior
  • Improve product offerings and services
  • Develop new features and functionality
  • Conduct market research and trend analysis
  • Prevent fraud and enhance security

4. How We Share Your Information

4.1 Service Providers

We share information with trusted third parties who assist our operations:

  • Payment Processors: To process transactions securely (e.g., PayPal, Afterpay, bank payment gateways)
  • Delivery Partners: To fulfill and track shipments
  • Email Service Providers: To send transactional and marketing emails
  • Cloud Storage Providers: To securely store data
  • Analytics Services: To understand website usage (e.g., Google Analytics)
  • Customer Support Tools: To manage customer service interactions

4.2 Legal Requirements

We may disclose your information when required to:

  • Comply with laws, regulations, or court orders
  • Respond to government or regulatory requests
  • Protect our rights, property, or safety
  • Prevent fraud or illegal activities
  • Enforce our terms and conditions

4.3 Business Transfers

If Poolwise is involved in a merger, acquisition, asset sale, or bankruptcy, your information may be transferred as part of that transaction. We will notify you of any change in ownership or control.

4.4 Consent-Based Sharing

We will share your information with other parties only with your explicit consent.

4.5 No Sale of Personal Information

We do not sell, rent, or trade your personal information to third parties for their marketing purposes.

5. Data Security

5.1 Security Measures

We implement appropriate technical and organizational measures to protect your information:

  • SSL encryption for data transmission
  • Secure payment processing through PCI-compliant providers
  • Regular security assessments and updates
  • Access controls and authentication requirements
  • Employee training on data protection
  • Secure data storage with encryption at rest

5.2 Data Breach Response

In the event of a data breach that is likely to result in serious harm, we will:

  • Notify affected individuals as required by law
  • Notify the Office of the Australian Information Commissioner (OAIC)
  • Take immediate steps to contain and remediate the breach
  • Review and improve security measures

5.3 Your Responsibility

You are responsible for:

  • Keeping your account credentials confidential
  • Using secure networks when accessing our Website
  • Notifying us of any unauthorized access to your account

6. Your Rights and Choices

6.1 Access and Correction

Under Australian Privacy Law, you have the right to:

  • Request access to personal information we hold about you
  • Request correction of inaccurate or incomplete information
  • Request information about how we collect, use, and disclose your data

To exercise these rights, contact us using the details in Section 12.

6.2 Marketing Communications

You can opt out of marketing communications by:

  • Clicking the "unsubscribe" link in any marketing email
  • Contacting us at info@poolwise.com.au
  • Updating your preferences in your account settings
  • Calling us at (08) 9403 6000

Note: You cannot opt out of transactional communications (order confirmations, delivery updates, etc.).

6.3 Cookies and Tracking

You can manage cookie preferences through:

  • Your browser settings
  • Our cookie consent banner (where applicable)
  • Third-party opt-out tools

See Section 8 for more details about cookies.

6.4 Data Deletion

You may request deletion of your personal information, subject to:

  • Legal requirements to retain certain records
  • Legitimate business needs (e.g., incomplete transactions)
  • Fraud prevention and security purposes

7. Children's Privacy

Our Website and services are not directed to individuals under 18 years of age. We do not knowingly collect personal information from children. If we become aware that we have collected information from a child under 18, we will take steps to delete that information promptly.

Pool chemicals and equipment can be dangerous to children. Adults must supervise any use of our products by or near children.

8. Cookies and Tracking Technologies

8.1 Types of Cookies We Use

  • Essential Cookies: Required for Website functionality, security, and cart management
  • Analytics Cookies: Help us understand Website usage and improve user experience
  • Marketing Cookies: Enable personalized advertisements and measure campaign effectiveness
  • Preference Cookies: Remember your settings and preferences

8.2 Third-Party Cookies

We use services that may set cookies:

  • Google Analytics for website analytics
  • Google Ads for advertising
  • Facebook Pixel for social media marketing
  • Payment processors for secure transactions

8.3 Managing Cookies

You can control cookies through:

  • Browser settings (blocking or deleting cookies)
  • Browser plugins that block tracking
  • Opting out at www.youronlinechoices.com.au

Note: Disabling cookies may affect Website functionality.

9. Third-Party Links

Our Website may contain links to third-party websites. We are not responsible for the privacy practices of these sites. We encourage you to read their privacy policies before providing personal information.

10. International Data Transfers

Your information may be transferred to and processed in countries other than Australia, including:

  • Where our service providers are located
  • Where payment processing occurs
  • Where cloud storage services are hosted

We ensure appropriate safeguards are in place for international transfers, including contractual protections equivalent to Australian privacy standards.

11. Data Retention

11.1 Retention Periods

We retain your personal information for:

  • Transaction Records: 7 years (as required by tax law)
  • Account Information: Duration of account activity plus 3 years
  • Marketing Lists: Until you opt out or request deletion
  • Customer Service Records: 3 years from last interaction
  • Website Analytics: 26 months

11.2 Deletion and Anonymization

After retention periods expire, we either:

  • Securely delete personal information
  • Anonymize data for statistical purposes

12. Contact Us

For privacy-related questions, requests, or complaints, contact our Privacy Officer:

Privacy Officer
Poolwise Padbury (Kestrel Investments WA Pty Ltd)
Shop 14, Padbury Shopping Centre
75 Warburton Avenue
Padbury, WA 6025

Phone: (08) 9403 6000
Email: info@poolwise.com.au
ABN: 58 659 711 476

Response Time: We aim to respond to privacy requests within 30 days.

13. Complaints

13.1 Internal Complaints

If you have a privacy complaint:

  1. Contact our Privacy Officer using the details above
  2. Provide details of your concern in writing
  3. We will investigate and respond within 30 days
  4. If needed, we will work with you to resolve the issue

13.2 External Complaints

If you're not satisfied with our response, you can contact:

Office of the Australian Information Commissioner (OAIC)
Phone: 1300 363 992
Email: enquiries@oaic.gov.au
Website: www.oaic.gov.au
Post: GPO Box 5218, Sydney NSW 2001

14. Updates to This Policy

We may update this Privacy Policy to reflect:

  • Changes in our practices
  • New legal requirements
  • Technological developments
  • Business changes

Updates will be posted on this page with a new "Last Updated" date. Material changes will be notified via:

  • Email to registered users
  • Website banner notification
  • Account dashboard alerts

We encourage you to review this Privacy Policy periodically.

15. Additional Information for Google Services

15.1 Google Analytics

We use Google Analytics to understand Website usage. Google Analytics uses cookies and collects:

  • Pages visited and time spent
  • Referring websites
  • Device and browser information
  • General geographic location

You can opt out by installing the Google Analytics Opt-out Browser Add-on.

15.2 Google Ads

We use Google Ads for advertising. This involves:

  • Remarketing to show relevant ads
  • Conversion tracking to measure ad effectiveness
  • Audience insights for better targeting

You can manage ad preferences at www.google.com/settings/ads.

15.3 Google Merchant Center

To list products on Google Shopping, we share:

  • Product information and pricing
  • Business verification details
  • Shipping and return policies

This sharing is governed by Google's privacy policies and our Merchant Center agreement.

16. California and International Residents

While we primarily serve Australian customers, if you are accessing our Website from other jurisdictions:

  • You may have additional privacy rights under local laws
  • Contact us to discuss your specific rights
  • We will accommodate valid requests as required by applicable law

17. Definitions

  • Personal Information: Information that identifies or could identify you as an individual
  • Sensitive Information: Information about race, religion, health, or other protected characteristics
  • Cookies: Small files stored on your device to remember preferences and track usage
  • Data Breach: Unauthorized access to personal information that may cause harm
  • Consent: Your agreement to our collection and use of your information

Acknowledgment

By using our Website or services, you acknowledge that you have read and understood this Privacy Policy and agree to the collection, use, and disclosure of your information as described.

This Privacy Policy was last updated on August 13, 2025. For a printable version or questions about this policy, please contact us at info@poolwise.com.au.