Privacy Policy

1. About this policy

This Privacy Policy explains how Forever Water (ABN 29 661 135 682) ("we", "us", "our") collects, uses, discloses and protects personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth).

By using our website foreverwater.com.au, contacting us, or purchasing our products, you agree to the practices described below.

2. What information we collect

We only collect personal information that is reasonably necessary to provide our products and services. This may include:

• Contact details — full name, email address, phone number, delivery address, billing address
• Order information — products purchased, order history, delivery preferences, warranty registration details
• Payment information — processed securely by our payment provider (Stripe). We do not store your full card number, CVV or bank details on our servers
• Communication records — emails, SMS, phone call notes, chat messages and support tickets
• Website usage data — IP address, browser type, device type, pages visited, referring URL, time spent, approximate location (via IP)
• Marketing preferences — subscription status and opt-in / opt-out history

3. How we collect it

We collect personal information directly from you when you:

• Fill out a form on our website (enquiry, newsletter)
• Place an order or make a payment
• Call, email or SMS us
• Speak to one of our sales representatives in person
• Register your product or lodge a warranty claim
• Interact with our Facebook, Instagram or Google ads

We also collect information automatically through cookies and similar technologies when you browse our website.

4. How we use your information

We use personal information to:

• Process orders, payments, deliveries and refunds
• Provide warranty service, technical support and filter replacements
• Respond to enquiries and schedule installations
• Send transactional emails (order confirmations, delivery updates, receipts)
• Send marketing communications (only where you have opted in — you can unsubscribe at any time)
• Improve our website, products and customer experience
• Comply with our legal obligations (tax, consumer law, ACCC requirements)
• Detect and prevent fraud, unauthorised access and misuse

5. Who we share it with

We do not sell your personal information. We only share it with trusted third parties who help us run our business:

• Stripe — payment processing (see Stripe's Privacy Policy)
• Couriers and freight partners — to deliver your order (e.g. Australia Post, StarTrack, Aramex)
• Email and SMS providers — to send transactional and marketing messages
• Cloud hosting and analytics — SiteGround (hosting), Google Analytics (website analytics), Meta (advertising)
• Finance partners — if you choose to finance your purchase, we share the minimum details required to process your finance application
• Professional advisors — accountants, lawyers and auditors bound by confidentiality
• Law enforcement or regulators — where required by law

6. Cookies and tracking

We use cookies and similar technologies to make the website work, remember your preferences, analyse traffic and run advertising. You can disable cookies in your browser settings — note that some parts of the site may not work correctly without them.

We may use third-party tracking pixels from Meta (Facebook/Instagram) and Google to measure the performance of our ads. You can opt out of interest-based advertising at youronlinechoices.com.au.

7. How we protect your information

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

• SSL/TLS encryption for all data transmitted through our website
• Secure hosting with access controls and regular backups
• Restricted staff access on a need-to-know basis
• Secure payment processing via PCI-DSS compliant providers
• Regular security reviews and updates

No system is 100% secure. If we become aware of a data breach that is likely to result in serious harm, we will notify you and the Office of the Australian Information Commissioner (OAIC) as required under the Notifiable Data Breaches scheme.

8. How long we keep it

We only keep your personal information for as long as we need it for the purpose it was collected, or as required by law:

• Order and tax records — 7 years (Australian Taxation Office requirement)
• Warranty records — for the duration of the warranty plus 2 years
• Marketing subscribers — until you unsubscribe
• General enquiries — up to 3 years

9. Your rights

Under Australian privacy law, you have the right to:

• Request access to the personal information we hold about you
• Request correction of inaccurate or outdated information
• Request deletion of your information (subject to our legal obligations)
• Opt out of marketing communications at any time
• Lodge a complaint with us or with the OAIC

To exercise any of these rights, contact us using the details below. We will respond within 30 days.

10. Marketing opt-out

Every marketing email includes an unsubscribe link. Every marketing SMS can be replied to with "STOP". You can also email us directly and we will remove you from our marketing list within 48 hours.

11. Children

Our website and products are not directed at children under 16. We do not knowingly collect personal information from children. If you believe we have, please contact us immediately.

12. Overseas storage

Some of our service providers (including Stripe and Google) may store or process data outside Australia. We take reasonable steps to ensure overseas recipients handle your information in accordance with the Australian Privacy Principles.

13. Updates to this policy

We may update this policy from time to time. Material changes will be notified on our website and, where appropriate, by email. The "last updated" date above reflects the most recent revision.