Privacy Policy

Tile Mountain (TILE MOUNTAIN PTY LTD, ABN 93 693 171 907) ("we", "us", "our") is committed to protecting your privacy. This policy explains how we collect, hold, use and disclose your personal information when you visit https://www.tilemountain.com.au or otherwise deal with us, and how you can access or correct that information or make a complaint.

This policy is drafted to comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). It applies to https://www.tilemountain.com.au only.

1. The kinds of personal information we collect

When you place an order, create an account, enter a competition, complete a survey, or contact our customer support team, we may collect:

• your name
• your email address
• your billing and shipping addresses
• your telephone number
• your order history and the products you have purchased or viewed
• any feedback, survey responses, or competition entries you provide us

When you browse the website, we (and the third-party services described in section 6) also automatically collect technical and usage information, such as your IP address, device and browser type, pages viewed, and how you interact with the site, generally via cookies and similar technologies.

We do not intentionally collect sensitive information (as defined in the Privacy Act, e.g. health information) through this website. If you provide sensitive information to us unprompted (for example, in a customer service message), we will only use it for the purpose for which it was provided, or as otherwise permitted by law.

We do not knowingly collect personal information from children. This website is intended for use by adults.

2. How we collect your personal information

We collect personal information directly from you when you:

• create an account or place an order
• subscribe to marketing communications
• enter a competition or complete a survey
• contact our customer support team
• otherwise interact with our website (via cookies and analytics tools — see section 6)

Where practical, we will only collect personal information directly from you. We generally collect information at the point you provide it (for example, at checkout), and by using the website you acknowledge this policy governs that collection.

3. Why we collect, hold, use and disclose your personal information

We collect, hold, use and disclose your personal information for the following purposes:

• to process and fulfil your order, including arranging delivery
• to create and manage your account
• to respond to your customer service enquiries
• to run competitions, surveys and promotions you choose to enter
• to send you direct marketing communications, where you have agreed to receive them (see section 5)
• to analyse and improve our website and services (see section 6)
• to meet our legal, regulatory, accounting and tax obligations (including obligations connected to our ABN 93 693 171 907)
• to detect, investigate and prevent fraud or unlawful activity

We will not use or disclose your personal information for a purpose other than the purpose for which it was collected (a secondary purpose), unless you would reasonably expect that secondary use or disclosure, we have your consent, or an exception under the Privacy Act applies (for example, to prevent a serious threat to health or safety, or as required by law).

4. Who we may disclose your personal information to

We disclose personal information to third parties where necessary to operate our business, including:

• payment processors, to process your payment securely (we do not store full payment card details ourselves)
• delivery and logistics providers, to fulfil and track your order
• our website hosting and IT service providers
• our email marketing platform, to send you communications you have agreed to receive
• Google Analytics, Google Ads, Meta Pixel and TikTok Pixel, to help us understand website usage and, where you have consented, to show you relevant advertising (see section 6)
• our professional advisers (e.g. accountants, lawyers) and regulators, where required
• a purchaser, if we were to sell or transfer all or part of our business

We do not sell your personal information to third parties for their own marketing purposes.

5. Direct marketing

If you opt in to receive marketing communications from us, we may use your name, email address, and order details to send you special offers, discount vouchers, competition updates, and information about new products and services that may interest you, in line with the Spam Act 2003 (Cth).

Every marketing email and SMS we send includes a clear way to unsubscribe or opt out. You can also update your marketing preferences at any time by contacting us using the details in section 10. Once you unsubscribe, we will stop sending you direct marketing within a reasonable time, though we will still need to contact you about matters like an active order.

6. Cookies and website analytics

Cookies are small files stored on your device that help our website function and let us understand how the site is used. We use cookies for purposes including:

• Essential cookies — required for core site functionality, such as your shopping cart and checkout
• Analytics cookies — Google Analytics, Google Ads, Meta Pixel and TikTok Pixel, used to understand traffic and improve the website
• Advertising cookies — used by the tools listed above to show you relevant ads on other sites and measure the effectiveness of our advertising

Most browsers let you view, manage, delete and block cookies through their settings. If you disable cookies, some parts of the website (such as checkout) may not work properly. We do not currently respond to browser "Do Not Track" signals, as there is no consistent industry standard for how to interpret them.

Some of the services listed above are provided by companies based overseas — see section 7.

7. Overseas disclosure of personal information

Some of the third parties described in section 4 store or process personal information outside Australia. In particular, we may disclose personal information to recipients located in the United States (used by Google, Meta and our email marketing platform) and other countries where TikTok or our hosting/IT providers operate infrastructure.

Before disclosing personal information to an overseas recipient, we take reasonable steps to ensure that recipient does not breach the Australian Privacy Principles in relation to that information (for example, by relying on providers with appropriate data protection terms and certifications). However, please note that in some circumstances, an overseas recipient may not be subject to privacy obligations equivalent to the APPs, and you may not be able to seek redress under the Privacy Act in relation to that recipient's handling of your information.

8. Data quality and security

We take reasonable steps to ensure the personal information we collect, use and disclose is accurate, up to date and complete, including by allowing you to review and update your account details at any time.

We take reasonable steps to protect your personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure, including through the use of secure servers, encryption of payment information by our payment processors, restricted staff access, and regular review of our security practices.

We retain personal information only for as long as it is needed for the purposes described in this policy, or as required by law (for example, tax and accounting record-keeping obligations). When personal information is no longer needed, we take reasonable steps to destroy it or ensure it is de-identified.

If we experience a data breach that is likely to result in serious harm to you, we will comply with our obligations under the Notifiable Data Breaches scheme in Part IIIC of the Privacy Act, including notifying affected individuals and the OAIC where required.

9. Accessing and correcting your personal information

You have the right to request access to the personal information we hold about you, and to request that it be corrected if it is inaccurate, out of date, incomplete, irrelevant or misleading.

To make a request, contact us using the details in section 10. We will:

• verify your identity before releasing or correcting any information, to protect your privacy
• respond to your request within a reasonable period (we aim for within 30 days)
• provide access in the manner you request if it is reasonable and practicable to do so
• not charge you for making a request, though we may charge a reasonable fee for giving access where permitted under the Privacy Act

If we refuse to give you access to, or correct, your personal information, we will provide you with written reasons for the refusal (unless it would be unreasonable to do so) and information about how you can complain about that refusal.

10. How to contact us or make a complaint

If you have a question about this policy, want to access or correct your personal information, or wish to make a complaint about how we have handled your personal information, please contact us:

• Phone: +61 2 9274 3505
• Email: [email protected]
• Post: 305 Parramatta Rd, Auburn NSW 2144, Australia

We will acknowledge your complaint and aim to resolve it within 30 days. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC):

• Website: www.oaic.gov.au
• Phone: 1300 363 992
• Post: GPO Box 5218, Sydney NSW 2001

11. Other websites

Our website may contain links to other websites, such as Trustpilot or social media platforms. This privacy policy applies only to https://www.tilemountain.com.au. We encourage you to review the privacy policy of any third-party website you visit via a link from our site.

12. Changes to this policy

We may update this privacy policy from time to time to reflect changes to our practices or legal requirements. The current version will always be available on our website, and the "last updated" date at the top of this page will reflect the most recent revision.