Privacy Policy

1. About this policy

In this policy, “Lusso”, “we”, “us” and “our” mean The Trustee for HOPKINS FAMILY TRUST ABN 72 388 582 539, trading as Lusso. “You” and “your” mean the individual whose personal information we hold. “Personal information” has the meaning given in the Privacy Act 1988 (Cth).

We respect your privacy and handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy explains what we collect, why we collect it, who we disclose it to, and how you can access, correct or complain about the way we handle it.

This policy applies to our website, our showroom, and every quote, order, measure, installation and service job we carry out. It sits alongside our Terms & Conditions, which govern the supply of goods and services.

We may update this policy from time to time. The current version is always available on our website, and the version and effective date above show when it last changed.

2. The information we collect

• Contact details — your name, email address, phone number and postal address.
• Site and job details — the address where we measure and install, access and parking instructions, building manager or body corporate details, window and opening measurements, your product and fabric selections, and photographs of your windows and rooms taken at measure or installation.
• Transaction information — quotes, orders, tax invoices, payment records and the account or card used to pay. Card details are captured and held by our payment provider, not by us.
• Trade and business details — for builders, architects, designers, developers and property managers: company name, ABN, contact role, project and site information, and trade account details.
• Correspondence — emails, SMS, phone notes, enquiry and quote form submissions, and messages you send us through our social media channels.
• Website and technical information — IP address, browser and device type, pages viewed, time on site and referring website, collected through cookies and analytics tools (see clause 9).

We do not generally collect sensitive information. If we need to — for example, an accessibility or health requirement that affects how we install — we will ask for your consent first and collect only what is necessary.

If we receive personal information we did not ask for and could not lawfully have collected, we will destroy or de-identify it where the law permits us to do so.

You can make a general enquiry without identifying yourself. We cannot prepare a quote, measure, order, install or service without your contact and site details.

3. How we collect it

We collect personal information directly from you — by phone, email, SMS, our website enquiry and quote forms, in our showroom, at a measure or installation appointment, or through our social media channels.

We also collect information from people acting for you, such as your builder, architect, interior designer, property manager, body corporate or a family member arranging work on your behalf.

We collect website and technical information automatically when you browse our site, as described in clause 9. Where someone gives us your personal information, we take reasonable steps to make sure you are aware of this policy and of the matters set out in APP 5.

4. Why we collect it

• To respond to your enquiry, prepare and revise quotes, and schedule measure and installation appointments.
• To order goods from our suppliers and manufacturers, arrange manufacture and freight, and carry out delivery, installation, commissioning and motorisation setup.
• To service and repair your window furnishings, administer warranty claims, and identify the correct products if you re-order or extend an installation later.
• To issue invoices, process payments, follow up amounts owing and keep the financial records we are required to keep.
• To meet our legal, tax, insurance and workplace health and safety obligations, and to resolve disputes.
• Where you have consented or the law otherwise allows, to send you marketing about our products, promotions and services (see clause 8).

If you do not give us the information we ask for, we may not be able to quote, supply, install or service your window furnishings.

5. Photographs of your home

We take photographs at measure and installation for practical reasons — to record site conditions, brief our workroom and installers, resolve manufacturing questions and support warranty claims.

We may also use photographs of completed installations in our portfolio, on our website and in our marketing and social media. We will not publish your name, street address or unit number with those images without your permission.

You can ask us not to use photographs of your home in any marketing at all, at any time, by telling us in writing. We will honour that request and remove images we have already published within a reasonable period.

6. Who we disclose it to

• Suppliers and manufacturers — to order, manufacture, warrant and obtain spare parts for your goods, including blind, curtain, shutter, track, motor and control system manufacturers.
• Installers, subcontractors and workrooms — to make, deliver, fit and service your window furnishings.
• Freight, delivery and logistics providers.
• Payment providers, banks and our accounting software, bookkeeper and accountant.
• Our IT, hosting, email, backup, quoting, project management and marketing service providers, who handle information on our behalf under confidentiality obligations.
• Professional advisers, insurers and, where an account remains unpaid, debt recovery agents.
• Government agencies, regulators, courts or tribunals where we are required or authorised by law to disclose.

We do not sell personal information, and we do not disclose it for any purpose that is unrelated to the purposes set out in clause 4 unless you would reasonably expect it or you have consented.

7. Overseas disclosure

Some of the service providers we use — including website hosting, email, cloud storage, analytics and marketing platforms — store or process data on servers outside Australia. These are most commonly located in the United States, Singapore and the European Union.

Before we disclose personal information overseas we take reasonable steps to ensure the recipient handles it in a way consistent with the Australian Privacy Principles. You acknowledge that overseas recipients are subject to the laws of the country in which they operate, which may differ from Australian privacy law.

8. Direct marketing

If you have dealt with us, or have opted in, we may send you emails, SMS or mail about our products, promotions, showroom events and services.

Every marketing message includes an unsubscribe option. You can also opt out at any time by emailing info@lusso.com.au or telling us by phone. We will action your request promptly and at no cost to you.

Opting out of marketing does not stop us sending you messages about a job in progress — appointment confirmations, delivery and installation updates, service notices, quotes and invoices. If you ask us, we will tell you where we obtained your information, unless it is impracticable or unreasonable to do so.

9. Cookies and website analytics

Our website uses cookies and similar technologies. Essential cookies are required for the site to work and remember your preferences. Analytics cookies help us understand how visitors find and use the site. Advertising cookies allow us to show our advertising to you on other platforms.

Where we use third party analytics or advertising tools, those providers may collect information about your visit under their own privacy policies. We do not use these tools to identify you personally.

Most browsers let you block or delete cookies through their settings. If you block cookies, some parts of our website may not work as intended.

10. Security, retention and data breaches

We take reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure. These steps include access controls on our systems, reputable cloud services, encrypted connections, and confidentiality obligations on our staff and subcontractors.

No system is completely secure. We cannot guarantee the security of information you send to us over the internet, and you send it at your own risk.

We keep personal information for as long as it is needed for the purposes in clause 4 and to meet our legal obligations. Financial and tax records are kept for at least seven years. Job records, measurements and product specifications are kept longer so we can honour warranties and match products if you re-order.

When personal information is no longer needed for any purpose for which it may be used or disclosed, and we are not required by law to retain it, we destroy it or de-identify it.

If a data breach occurs that is likely to result in serious harm, we will contain and assess it, notify affected individuals, and notify the Office of the Australian Information Commissioner as required under the Notifiable Data Breaches scheme.

11. Access and correction

You can ask us for access to the personal information we hold about you, or ask us to correct it, by contacting us using the details at the end of this policy. We may need to verify your identity before we respond.

We will respond within a reasonable period, and in most cases within 30 days. We do not charge for making a request. If a request requires substantial work, we may charge a reasonable fee for the cost of giving access, and we will tell you the amount before we proceed.

If we refuse access or refuse to make a correction, we will tell you in writing why, and how you can complain about that decision. Where we refuse a correction, you may ask us to attach a statement to the information noting that you consider it inaccurate.

12. Complaints

If you believe we have breached the Australian Privacy Principles or mishandled your personal information, please contact us first at info@lusso.com.au with the details. We will acknowledge your complaint and aim to resolve it within 30 days.

If you are not satisfied with our response, you can refer the complaint to the Office of the Australian Information Commissioner — oaic.gov.au, 1300 363 992, or GPO Box 5218, Sydney NSW 2001.

13. Other matters

Third party links. Our website may link to other sites, including supplier and manufacturer pages. We are not responsible for the privacy practices of those sites and encourage you to read their privacy policies.

Children. Our website and services are directed at adults. We do not knowingly collect personal information from anyone under 18. If you believe we have, please contact us and we will delete it.

Government identifiers. We do not adopt, use or disclose a government related identifier, such as a tax file number or driver licence number, as our own identifier for you.

Interpretation. Headings are for convenience only. “Including” and similar words are not words of limitation.

Contact

Privacy enquiries, access and correction requests, and complaints:

Lusso · The Trustee for HOPKINS FAMILY TRUST · ABN 72 388 582 539
3 Crinum Crescent, Southport QLD 4215 · (07) 5528 4006 · info@lusso.com.au