This policy explains what personal information we collect, why, who we share it with, and the choices you have. It covers our website, orders, subscriptions, emails and messages, customer service, reviews, competitions, and our affiliate, ambassador and reseller programs.
We collect what we need to sell you a water filter, look after you afterwards, and run the business well. We do not sell your personal information to anyone.
1. Who we are
Retail Smart Group Pty Ltd (ABN 49 658 892 105, ACN 658 892 105), trading as Earths Water, is responsible for your personal information.
Privacy Officer: support@earthswater.com, with "Privacy" in the subject line.
2. What we collect
|
Type |
Examples |
Where it comes from |
|---|---|---|
|
Contact and identity |
Name, email, phone number, delivery and billing address |
You |
|
Orders and account |
Products bought, order history, account login, subscription settings, returns and warranty claims |
You, and your use of our site |
|
Payment |
Payment method type, the last digits of a card, transaction status. Full card numbers are handled by our payment providers and never stored by us |
You, and our payment providers |
|
Messages |
Emails, chat and messages to our team, and anything you choose to tell us, including photos of a product |
You |
|
Reviews and content |
Reviews, photos and videos you post or tag us in |
You, and the platforms you post on |
|
Marketing preferences |
Whether you have agreed to emails or texts, and what you open or click |
You, and our email and messaging tools |
|
Device and usage |
IP address, device and browser type, pages viewed, how you arrived at our site, and approximate location from your IP address |
Cookies and similar technology on our site |
|
Advertising |
Whether you saw or clicked one of our ads, and actions you took on our site afterwards |
Cookies and pixels from advertising platforms |
|
Fraud checks |
Risk signals about an order, such as mismatched addresses or unusual payment patterns |
Our payment and fraud-screening tools |
|
Competitions |
Entry details, social media handle, and anything you submit to enter |
You |
|
Partners |
For affiliates, ambassadors, collaborators and resellers: business details, social handles, tax details and payment details |
You |
We do not ask for health information. If you choose to tell us something about your health, for example when asking whether a filter suits a medical need, we use it only to answer you.
You can browse our site without telling us who you are. To place an order, we need your name, contact details and delivery address.
3. How we use it
|
Purpose |
What that means |
|---|---|
|
Your orders |
Taking payment, delivering, sending order and delivery updates, and handling returns, warranty claims and the taste guarantee |
|
Subscriptions |
Creating each order at the interval you chose and sending subscription notices |
|
Customer service |
Answering your questions and resolving problems |
|
Marketing |
Sending emails or texts about products and offers, where you have agreed to receive them |
|
Advertising |
Showing our ads to people likely to be interested, including people who have visited our site, and measuring whether our ads work |
|
Improving what we do |
Understanding how people use our site and products, so we can improve both |
|
Preventing fraud and misuse |
Screening orders, and checking claims and promotions for abuse |
|
Competitions and programs |
Running competitions, and paying and managing partners |
|
Legal obligations |
Keeping tax and accounting records, responding to lawful requests, and product safety |
4. Automated decisions
Our payment and fraud-screening tools automatically score each order for fraud risk, using the order details, payment details, device information and delivery address. An order with a high risk score may be held for checking or cancelled and refunded.
If this happens to you and you think it is wrong, email us. A person will review it.
We do not use automated decisions to set the price you pay.
5. Marketing
We only send marketing emails or texts where you have agreed to receive them, or where the law otherwise allows it. Every marketing email has an unsubscribe link, and you can reply STOP to any text.
Unsubscribing stops marketing. We will still send messages about your orders, subscription and account.
6. Who we share it with
We share personal information only with the people who help us run the business, and only what they need.
|
Who |
Why |
|---|---|
|
Our online store and hosting providers |
To run our website, checkout and customer accounts |
|
Payment and buy-now-pay-later providers |
To take payment and prevent fraud |
|
Delivery and warehousing partners |
To pack and deliver your order and handle returns |
|
Customer service, email and messaging tools |
To answer you and send order, subscription and marketing messages |
|
Subscription and review platforms |
To run subscriptions and collect and display reviews |
|
Analytics and advertising platforms, such as Google, Meta and TikTok |
To understand site use and show and measure our ads |
|
Affiliate and creator platforms |
To credit a partner who referred you, using an order reference and the referral link, not your contact details |
|
Our team |
Including team members based in the Philippines who work on customer service, operations and accounts |
|
Professional advisers |
Accountants, lawyers and insurers, where needed |
|
Authorities |
Where the law requires it, or to protect people or property |
|
A buyer of our business |
If all or part of the business is sold, under the same protections |
7. Overseas
Some of the people we share information with are outside Australia. The most likely countries are the United States, where many of our software providers store data, the Philippines, where part of our team works, and the countries in the European Union and United Kingdom where some providers operate. If your order is delivered outside Australia, the carrier handles it in that country.
We take reasonable steps to make sure overseas recipients handle your information in line with the Australian Privacy Principles.
8. Cookies and tracking
Cookies are small files stored on your device. We and our providers use them, along with similar tools such as pixels, to:
|
Type |
What it does |
|---|---|
|
Essential |
Keeps your cart, checkout and login working |
|
Preferences |
Remembers your currency and settings |
|
Analytics |
Shows us how the site is used, so we can improve it |
|
Advertising |
Lets advertising platforms show our ads to people likely to be interested and measure the results |
You can control cookies through your browser settings and our cookie settings, where available. You can also limit ad personalisation through your Google, Meta and TikTok account settings. Blocking essential cookies will stop the checkout from working.
9. Keeping it secure
We use reputable providers with strong security, restrict access to the people who need it, and use encryption for payments and logins. No system is perfectly secure. If a data breach is likely to cause you serious harm, we will tell you and do what the law requires.
10. How long we keep it
We keep personal information only for as long as we need it for the purposes in this policy, then delete or de-identify it.
|
Information |
How long |
|---|---|
|
Orders, payments and invoices |
7 years, for tax and accounting |
|
Warranty and claim records |
For the warranty period plus 7 years |
|
Account |
While your account is open, and deleted on request |
|
Marketing |
Until you unsubscribe, then kept only as a record that you opted out |
|
Customer service messages |
Up to 3 years after your last contact |
|
Competition entries |
Up to 12 months after the competition ends, and longer for winners where the law requires it |
11. Your rights
You can ask to see the personal information we hold about you, and to correct it if it is wrong. Email our Privacy Officer. We will respond within 30 days, and there is no charge.
If we cannot give you access, we will tell you why.
12. Children
Our site is not directed at children, and orders must be placed by an adult. We do not knowingly collect personal information from anyone under 16. If you think a child has given us information, tell us and we will delete it.
13. Questions and complaints
If you have a question or a concern about how we have handled your personal information, email our Privacy Officer at support@earthswater.com. We will acknowledge it within 2 business days and aim to resolve it within 30 days.
If you are not satisfied with our response, you can contact the privacy regulator in your country.
14. Changes to this policy
We may update this policy. The current version is always on this page, and we will tell you about any significant change by email or on our site.
