Privacy Policy

Ginkgo Australia Pty Ltd (ABN 22 682 637 565) ("Ginkgo", "we", "us" or "our") respects your privacy and is committed to handling your personal information responsibly and transparently. This Privacy Policy explains what personal information we collect, why we collect it, who we share it with, and how you can access, correct or complain about it.

1. Who we are and how to contact us

For any privacy question or request, contact us using the details above. We suggest using "Attention: Privacy Officer" in the subject line so we can route your enquiry correctly. (We recommend setting up a dedicated privacy@ginkgoaustralia.com.au inbox — until then, messages sent to our general address are monitored.)

2. The personal information we collect

"Personal information" means information that identifies you or could identify you. Depending on how you interact with us, we may collect:

• Identity & contact details — your name, email address, phone number, postal address and postcode.
• Enquiry and quote details — the content of your message, your property type, the system you are interested in, the number of people or bathrooms in your home, and your install location/postcode.
• Trade, merchant and installer details — if you are a plumber, merchant or trade partner, your business name, ABN and accreditation details.
• Order information — products or spare parts ordered, shipping address and delivery instructions.
• Website and device data — your IP address, browser type, device, pages viewed, referring URL and similar technical data (see Section 9, Cookies & analytics).
• Communications — records of calls, emails, form submissions and other interactions with us.
• Marketing preferences — whether you have opted in to, or out of, receiving marketing communications from us.

We do not generally collect sensitive information (such as health, racial or religious information). If we ever need sensitive information for a lawful purpose, we will ask for your consent.

3. How we collect it

• Directly from you — when you fill in a form on our website (contact, free quote request, find a merchant, or spare parts), call us, email us, or speak with us in person.
• Automatically — through cookies, analytics and server logs when you browse our website (see Section 9).
• From third parties — for example, where a merchant, installer or referral partner passes on your enquiry, or where you request a quote through a partner site.

4. Why we collect, use and disclose it

We collect, hold, use and disclose personal information so we can:

• respond to your enquiries and prepare a free, no-obligation quote;
• supply, deliver and arrange installation of hot-water systems (including through our authorised partners);
• process and fulfil spare-parts orders;
• connect you with authorised merchants, installers, retailers or trade partners near you;
• provide warranty, service, maintenance and after-sales support;
• send transactional communications (such as quote confirmations, order updates and appointment reminders);
• send marketing communications where you have consented (and you can opt out at any time);
• understand and improve our website, products and services;
• comply with our legal obligations (including consumer law, taxation and product-safety requirements).

5. What happens if you don't provide it

If you do not provide the personal information we need (for example a contact name and email), we may not be able to respond to your enquiry, prepare a quote, or fulfil an order. We will tell you where information is required.

6. Who we disclose it to

We may disclose personal information to:

• Authorised partners — merchants, installers, retailers and trade partners who help fulfil your quote or order;
• Service providers — website hosting, email delivery, form and CRM tools, analytics, IT support, payment processing, and freight or courier companies;
• Professional advisers and insurers — accountants, lawyers and our insurers;
• Government agencies and regulators — where required or authorised by law (for example, consumer, taxation or product-safety authorities);
• A successor entity — in connection with a merger, acquisition or sale of business assets, on terms consistent with this policy.

We do not sell your personal information.

7. Overseas disclosure

Some of the service providers we use to operate our website, send email, analyse traffic and provide support may store or process personal information on servers located outside Australia — for example in the United States, Singapore or the European Union. Before disclosing personal information overseas, we take reasonable steps to ensure the recipient handles it consistently with the Australian Privacy Principles (for example through contractual confidentiality and security obligations).

However, overseas recipients may be subject to the laws of their own jurisdiction and may not be covered by the Privacy Act. If you would like details of the specific overseas recipients we currently use, please contact our Privacy Officer.

8. How we protect your information

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. These steps include secure website hosting, role-based staff access, encryption in transit (HTTPS/TLS) and general IT security practices. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

9. Cookies and analytics

We use cookies and similar technologies to operate the site, remember your preferences and understand how visitors use it (for example through web analytics). You can disable cookies in your browser settings; some features may not work as a result. Where we use analytics or advertising features, we do so in line with the relevant platform policies.

10. Marketing communications and the Spam Act

We will only send you commercial electronic messages (email or SMS) where you have consented or where otherwise permitted under the Spam Act 2003 (Cth). Every marketing message we send includes a working unsubscribe or opt-out mechanism, and we honour opt-out requests promptly. You can also opt out at any time by contacting us using the details in Section 1.

11. Accessing and correcting your information

You may request access to the personal information we hold about you, or ask us to correct it if it is inaccurate, out of date or incomplete. We will respond within a reasonable time and provide access unless an exception under the law applies. To make a request, contact our Privacy Officer using the details in Section 1.

12. How long we keep it

We keep personal information only for as long as necessary for the purposes set out in this policy, or as required by law (for example, tax and record-keeping obligations). When information is no longer needed, we securely delete or de-identify it.

13. Data breaches

If a data breach affecting personal information is likely to result in serious harm, and we are an entity covered by the Notifiable Data Breaches scheme, we will assess the breach and, where required, notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in line with the law.

14. Complaints

If you believe we have breached the Australian Privacy Principles or this policy, please contact our Privacy Officer (Section 1). We will acknowledge your complaint, investigate it, and respond within 30 days. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC):

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

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 will always be posted on this page with an updated "Last updated" date. We encourage you to review it periodically.