Privacy Policy and Security (Australia)

Privacy & Security Policy

WaterRower Australia Pty Ltd (ABN 77 134 178 279) ("WaterRower", "we", "us" or "our") operates the Australian version of WaterRower.com and sells WATERROWER and NOHRD products and services in Australia.

This Privacy & Security Policy explains how we collect, hold, use and disclose personal information when you visit our website, purchase or enquire about a product, create an account, register a product, contact us, request customer or warranty support, or subscribe to email marketing.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. Personal information we collect

Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable.

We may collect and hold the following categories of personal information:

Category Examples How we use it
Contact and account information Name, email address, telephone number, billing address, delivery address, account details and login credentials To manage accounts, communicate with you and provide customer service
Transaction information Products purchased, order history, payment status, returns, refunds, deliveries and warranty information To process orders, payments, GST, deliveries, returns and warranties
Payment information Payment method, billing details and transaction information To process payments and refunds and help prevent fraud
Internet and device information IP address, browser, device type, pages visited, links selected, shopping activity, referring website and cookie identifiers To operate and secure the website, analyse performance and measure advertising
Approximate location General location derived from your IP address To provide relevant website content, prevent fraud and measure website activity
Customer service information Enquiries, correspondence, product serial numbers and photographs or videos you send to us To provide customer service, technical support and warranty assistance
Professional information Company name, job title and business contact details To respond to commercial enquiries and manage business relationships
Preferences and inferences Product interests and preferences inferred from website, enquiry or purchasing activity To understand customer interests and measure or personalise marketing

Payment card information is processed securely by our payment providers. WaterRower does not generally receive or store complete payment card numbers.

We do not generally seek to collect sensitive information, such as health information. If we need to collect sensitive information, we will do so with your consent or as otherwise permitted by law. Please do not send sensitive information in customer service correspondence unless it is reasonably necessary for us to assist you.

2. How we collect and hold personal information

We collect personal information:

  • directly from you, including through our website, checkout, forms, email, telephone, website chat and in-person enquiries;

  • automatically through our website, cookies, pixels and similar technologies;

  • from Shopify and applications connected to our store;

  • from payment, fulfilment, delivery and tax providers;

  • from advertising, analytics and customer service providers; and

  • from WaterRower-affiliated companies, distributors or service partners where necessary to complete an order or provide support.

Where practicable, you may interact with us anonymously or using a pseudonym. However, we will usually need accurate identifying and contact information to process an order, deliver a product, manage an account, provide warranty assistance or respond properly to certain enquiries.

We hold personal information electronically and, in some cases, in physical records. Electronic information may be held in systems operated by us or by service providers on our behalf.

3. How we use personal information

We collect, hold, use and disclose personal information to:

  • operate, maintain and secure our website;

  • create and manage customer accounts;

  • process payments, orders, deliveries, returns and refunds;

  • calculate and report GST and meet accounting obligations;

  • provide product support, servicing and warranty assistance;

  • respond to enquiries and website chat messages;

  • send order, delivery, account, warranty and service communications;

  • send email marketing where permitted;

  • understand website usage and improve our products and services;

  • personalise website content and measure advertising and marketing performance;

  • detect and prevent fraud, misuse and security incidents;

  • manage commercial relationships;

  • comply with legal, tax and accounting obligations; and

  • establish, exercise or defend legal rights.

If we wish to use personal information for a materially different purpose, we will obtain consent or otherwise act as permitted by law.

4. Cookies and advertising technologies

We use cookies, pixels and similar technologies to:

  • provide essential website and checkout functions;

  • remember website preferences;

  • provide website chat;

  • understand how visitors use our website;

  • measure advertising performance; and

  • display advertising that may be relevant to your interests.

Providers currently used in connection with these activities include Google Analytics, Google Ads, Meta, Klaviyo and Tidio.

You can manage non-essential cookies through Cookie Preferences on our website. You can also adjust your browser settings to block or delete cookies. Disabling certain cookies may affect website functionality.

5. How we disclose personal information

WaterRower does not sell customer information for money and does not provide customer information to unrelated third parties for their own independent marketing.

We disclose personal information only where reasonably necessary to operate our website, complete a sale, provide customer service, manage our business or meet legal obligations. Recipients may include:

  • Shopify and connected ecommerce providers for website hosting, checkout, accounts and order management;

  • payment providers and financial institutions for payments, refunds, fraud prevention and transaction processing;

  • ShipStation, delivery carriers, warehouses and fulfilment providers for processing and delivering orders;

  • Klaviyo for email communications;

  • Tidio for website chat and customer service;

  • Google Analytics for website analytics;

  • Google Ads and Meta for advertising and campaign measurement;

  • WaterRower-affiliated companies, distributors and authorised service partners where required to fulfil an order, provide support or administer a warranty;

  • professional and technology providers supporting our legal, accounting, security and business operations;

  • a purchaser, adviser or other relevant party in connection with a proposed or completed sale, merger or restructuring of all or part of our business; and

  • government bodies, regulators, courts, law enforcement or other parties where required or authorised by law or reasonably necessary to protect our legal rights.

Customer service telephone calls are not recorded.

6. Overseas disclosures

Some of our affiliated companies and service providers are located outside Australia. We are therefore likely to disclose personal information to overseas recipients.

The countries in which those recipients are likely to be located include the United States, Canada, the United Kingdom, Germany, Poland and Singapore. Providers may also use personnel or subprocessors in other countries where it is not practicable for us to specify every location in advance.

Overseas recipients may be subject to privacy laws that differ from Australian law. Where APP 8 applies, we take reasonable steps to ensure that overseas recipients handle personal information in a manner consistent with the APPs, unless an exception under the Privacy Act applies.

7. Direct marketing

We may send you email marketing where you have consented or where otherwise permitted by law. Our marketing messages will identify WaterRower and provide a clear way to unsubscribe.

You can opt out at any time by selecting the unsubscribe link in an email or contacting us. We will action an email marketing unsubscribe request within five business days.

We may continue sending non-marketing messages concerning orders, deliveries, accounts, warranties, product safety, recalls or customer service.

You may also ask us not to use or disclose your personal information for direct marketing. Where required by law, you may ask us to tell you the source of personal information used for direct marketing, unless it is impracticable or unreasonable for us to do so.

8. Automated processing

We and our service providers may use automated tools to detect fraud, assess transaction or account risk, secure the website and personalise content or advertising. These tools may use contact, transaction, device and website activity information.

Automated fraud or risk checks may cause a transaction to be declined, delayed or referred for further review. You may contact us if you would like more information about a decision relating to your order.

9. Accessing and correcting your personal information

You may request access to personal information we hold about you or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.

To make a request, contact us using the details in section 16. We may need to verify your identity before completing the request. We will respond within a reasonable period and generally aim to do so within 30 days.

Access will usually be provided free of charge. If a request involves substantial work, we may charge a reasonable fee for providing access, but not for making the request. We will tell you in advance if a fee may apply.

In some circumstances permitted by law, we may refuse access or correction. If we do, we will generally provide written reasons and explain available complaint options. If we do not correct information, you may ask us to associate a statement with the information indicating that you believe it is inaccurate, out of date, incomplete, irrelevant or misleading.

You may also ask us to delete or de-identify personal information. We will consider the request and take reasonable steps where the information is no longer required, subject to legal, warranty, fraud-prevention, record-keeping and other legitimate retention requirements.

10. Privacy complaints

If you believe we have breached the Privacy Act, the APPs or this Policy, please contact our Privacy Officer using the details in section 16. Please include enough information for us to understand and investigate your concern.

We will acknowledge your complaint, investigate it and respond within a reasonable period. We generally aim to provide a response within 30 days, although a complex matter may take longer. If additional time is required, we will let you know.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

The OAIC will generally expect you to raise the matter with us first and allow us a reasonable opportunity to respond.

11. Data retention

We retain personal information only for as long as reasonably necessary for the purposes described in this Policy or as required or permitted by law.

The retention period depends on:

  • the duration of our relationship with you;

  • order, delivery and payment requirements;

  • product warranty and service periods;

  • tax, accounting and legal obligations;

  • fraud-prevention and security requirements; and

  • applicable legal limitation periods.

When personal information is no longer required, and we are not required or permitted by law to retain it, we will take reasonable steps to destroy it or ensure that it is de-identified.

12. Security

We take reasonable technical, organisational and physical measures designed to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.

Depending on the information and the relevant system, these measures may include access controls, authentication controls, encryption in transit, staff procedures, service-provider reviews, system monitoring and incident-response processes.

Payment card information is handled by specialist payment providers. You are responsible for keeping your account password confidential and should contact us promptly if you believe your account or personal information has been compromised.

No internet transmission or electronic storage system is completely secure, and we cannot guarantee absolute security.

13. Data breaches

If we become aware of a suspected data breach, we will assess and respond to it in accordance with our legal obligations.

Where a breach is likely to result in serious harm and is an eligible data breach under the Notifiable Data Breaches scheme, we will notify affected individuals and the OAIC as required by law.

14. Children's privacy

Our website purchasing services are intended for adults and are not directed to children.

We do not knowingly collect personal information online from children under 16 without the involvement of a parent or guardian where required. If we learn that we have collected such information inappropriately, we will take reasonable steps to delete or de-identify it. A parent or guardian who believes a child has provided personal information to us should contact us.

15. Third-party websites and services

Our website may link to third-party websites or services. Their privacy practices are governed by their own privacy policies, and we are not responsible for how they handle personal information.

16. Changes to this Policy

We may update this Policy to reflect changes to our website, providers, practices or legal obligations.

We will publish the updated Policy on this page and change the "Last updated" date. We will provide additional notice where required by law.

17. Contact us

WaterRower Australia Pty Ltd
Attn: Privacy Officer
ABN 77 134 178 279
Shop 1/230 Victoria Road
Gladesville NSW 2111
Australia

Email: info@waterrower.com.au
Telephone: 02 9898 1405