Privacy Policy

Effective date: July 2026

This privacy policy sets out how Penrith Hot Water (“we,” “us,” or “our”) collects, uses, stores and discloses personal information when you use our website, purchase a product, or get in touch about hot water services. We handle your personal information in accordance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Trading name: Penrith Hot Water
ABN: 42 606 115 600
Website: penrithhotwater.com.au
Email: info@penrithhotwater.com.au

What Personal Information We Collect

We collect personal information that you provide to us directly when you:

• Purchase a product through our online shop
• Fill in a contact or enquiry form on our website
• Email us about a service, repair or installation
• Set up a customer account on our website

The types of personal information we may collect include:

• Contact details — name, email address, phone number, residential or delivery address
• Order details — products purchased, order value, delivery and installation requirements
• Payment information — payment method and transaction details (we do not store full credit card numbers — see Payment Processing below)
• Communication records — emails, form submissions and notes relating to your order or service enquiry
• Technical information — IP address, browser type, device type and pages visited on our website (collected automatically via cookies and analytics — see below)

We only collect personal information that is reasonably necessary to supply our products and services, process your orders, and communicate with you about your purchase or enquiry.

How We Use Your Information

We use your personal information to:

• Process and fulfil orders for hot water systems, including arranging delivery and installation
• Coordinate repairs, replacements and service work
• Contact you about your order, delivery, installation or service enquiry
• Provide invoices, receipts and warranty documentation
• Respond to questions and support requests
• Improve our website, product offering and overall customer experience
• Meet legal and regulatory obligations

We will not use your personal information for direct marketing without your consent. We will not sell, rent or trade your personal information to third parties for their own marketing purposes.

Payment Processing

When you buy a product through our website, your payment is handled by a third-party payment gateway. We do not store your full credit card number, CVV or other sensitive payment credentials on our servers.

Your payment details are processed directly by the payment provider under their own privacy and security policies. We receive only a transaction confirmation and reference number to match against your order.

Cookies

Our website uses cookies — small text files stored on your device — to keep the site functioning properly and to help us understand how visitors use it.

Essential cookies: Our online shop relies on session cookies to track your cart contents and order progress during a visit. These are required for checkout to work and expire when your session ends or after a short period of inactivity. If you create a customer account, cookies also keep you logged in and remember your preferences.

Analytics cookies: We use Google Analytics to understand how visitors interact with our website, including which pages are visited, how long people spend on the site, and how they arrived. Google Analytics collects anonymised data and does not identify you personally. You can opt out of Google Analytics tracking by installing the Google Analytics Opt-out Browser Add-on.

Performance cookies: Our website may use cookies to improve page loading speed. These cookies do not collect personal information.

We do not use cookies for advertising, retargeting or behavioural profiling.

Third-Party Services

We may share your personal information with the following types of third-party service providers, only as far as necessary to deliver our products and services:

• Payment processors — to handle transactions securely
• Delivery and logistics providers — to arrange delivery of hot water systems to your address
• Installation and service contractors — to coordinate installation, repair or replacement work at your property
• Website hosting and infrastructure providers — to host and maintain our website
• Analytics providers — to collect anonymised website usage data

These third parties are required to handle your information in accordance with their own privacy obligations and are not permitted to use your personal information for any purpose other than providing services to us.

We will not disclose your personal information to any other third party unless:

• You have given your consent
• We are required or authorised by law (for example, in response to a court order or regulatory investigation)
• It is necessary to prevent a serious threat to life, health or safety

Data Retention

We keep your personal information only for as long as necessary to fulfil the purposes for which it was collected, including:

• Order and transaction records — kept for a minimum of seven years to meet Australian tax and business record-keeping requirements
• Customer account information — kept for as long as your account is active, or until you ask us to delete it
• Contact form submissions and enquiry records — kept for a reasonable period to allow follow-up and ongoing support
• Website analytics data — anonymised and aggregated, retained in line with our analytics provider’s data retention settings

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

Data Security

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

• Secure hosting with SSL/TLS encryption across all pages
• Payment processing handled by PCI-compliant third-party providers
• Access to customer data restricted to authorised personnel only
• Regular software and security updates

No method of electronic transmission or storage is completely secure. While we work to protect your personal information, we cannot guarantee absolute security.

Your Rights

Under the Australian Privacy Principles, you have the right to:

• Access the personal information we hold about you
• Request correction of any personal information that is inaccurate, incomplete or out of date
• Request deletion of your personal information, subject to any legal obligations we have to retain certain records
• Withdraw consent for any processing based on your consent (such as marketing communications)
• Make a complaint if you believe we have breached the Australian Privacy Principles

To exercise any of these rights, contact us using the details below.

If you are not satisfied with our response to a complaint, you may contact the Office of the Australian Information Commissioner (OAIC):

Website: www.oaic.gov.au
Phone: 1300 363 992

Children’s Privacy

Our website and services are not directed at children under 18. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us and we will take steps to remove it.

Changes to This Policy

We may update this privacy policy from time to time to reflect changes in our practices, services or legal requirements. Any updated version will be posted on this page with a revised effective date. We encourage you to review this policy periodically.

Contact Us

If you have any questions about this privacy policy or how we handle your personal information, you can reach us at:

Email: info@penrithhotwater.com.au
Website: penrithhotwater.com.au