Privacy policy

Timber Hub operates this store and website, including all related information, content, features, tools, products and services, in order to provide you, the customer, with a curated shopping experience (the "Services"). Timber Hub is powered by Shopify, which enables us to provide the Services to you, and we also use GoHighLevel to manage customer enquiries, communications, and our automated assistant. This Privacy Policy describes how we collect, use, and disclose your personal information when you visit, use, or make a purchase or other transaction using the Services, request a quote, chat with our automated assistant, or otherwise communicate with us.

This Privacy Policy is intended to comply with the Australian Privacy Principles under the Privacy Act 1988 (Cth).

Please read this Privacy Policy carefully. By using and accessing any of the Services, you acknowledge that you have read this Privacy Policy and understand the collection, use, and disclosure of your information as described in this Privacy Policy.

Personal Information We Collect or Process

We may collect or process the following categories of personal information, depending on how you interact with the Services:

  • Contact details including your name, address, billing address, shipping address, phone number, and email address.
  • Financial information including payment card information, transaction details, and payment confirmation.
  • Account information including your username, password, and preferences.
  • Transaction and enquiry information including items you view, quote requests, instant quote calculator responses, products purchased, and communications with our automated assistant or team.
  • Communications with us including customer support enquiries and chat conversations.
  • Device and usage information including your IP address, browser, and how you interact with the Services.

Personal Information Sources

We collect personal information directly from you (creating an account, submitting a quote request, using our chatbot or instant quote calculator, or contacting us), automatically through the Services (via cookies and similar technologies), and from our service providers, including Shopify and GoHighLevel, who process information on our behalf.

How We Use Your Personal Information

  • Provide, Tailor, and Improve the Services — to process payments, fulfil orders, provide quotes, book consultations, arrange shipping, and manage your account.
  • Automated Assistance — information you share with our automated assistant (chatbot) is used to answer your questions, assess your enquiry, and route it to the right next step, including scheduling a consultation where relevant.
  • Marketing and Advertising — to send marketing, promotional, and re-engagement communications by email or SMS. You can opt out at any time (see "Managing Communication Preferences" below).
  • Security and Fraud Prevention — to protect your account and our Services.
  • Communicating with You — to provide customer support and respond to enquiries.
  • Legal Reasons — to comply with applicable Australian law.

How We Disclose Personal Information

We may disclose your personal information to:

  • Shopify, to operate our online store and process payments.
  • GoHighLevel, to manage customer relationships, quote requests, our automated assistant, and email/SMS communications.
  • Freight and delivery providers, to arrange delivery of your order.
  • Other service providers who support our business operations (e.g. payment processing, IT, customer support).
  • Third parties where required by law, or in connection with a business transaction such as a merger.

We do not sell your personal information to third parties.

International Transfers

Some of our service providers, including Shopify and GoHighLevel, may store or process personal information outside Australia, including in the United States. Where this occurs, we take reasonable steps to ensure your information continues to be protected consistently with the Australian Privacy Principles.

Relationship with Shopify and GoHighLevel

The Services are hosted by Shopify and supported by GoHighLevel, both of which collect and process personal information about your access to and use of the Services in order to provide and improve the Services for you. To learn more about how Shopify handles your information, you can visit the [Shopify Consumer Privacy Policy].

Third Party Websites and Links

The Services may link to websites operated by third parties. We are not responsible for the privacy practices of these third-party sites and encourage you to review their policies directly.

Children's Data

The Services are not intended for use by children under 18, and we do not knowingly collect personal information from children under 18.

Security and Retention of Your Information

We take reasonable steps to protect your personal information, but no security measures are completely secure. We retain your personal information for as long as needed to provide the Services, comply with legal obligations, and resolve disputes.

Your Rights and Choices

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

  • Access the personal information we hold about you.
  • Correct inaccurate personal information.
  • Request deletion of your personal information, subject to our legal obligations (e.g. record-keeping requirements).

Managing Communication Preferences — you may opt out of marketing emails or SMS at any time using the unsubscribe link, or by contacting us directly. We may still send you non-promotional communications related to your account or orders.

You may exercise any of these rights by contacting us using the details below.

Complaints

If you have a complaint about how we handle your personal information, please contact us first using the details below so we can try to resolve it directly. If you're not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will post the revised Privacy Policy on this website and update the "Last updated" date.

Contact

Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of the rights available to you, please contact us at:

Timber Hub
admin@timberhub.com.au
19 Healey Road, Dandenong South VIC 3175, Australia