Privacy Policy

At AMP Tiles, we respect your privacy and take the protection of your personal information seriously. This Privacy Policy explains what personal information we collect, how we collect it, why we use it, who we share it with, and the choices you have. It applies to our website (amptiles.com.au), our showroom, our flooring installation services, and the ways you contact us, including our online forms, Facebook and Instagram ads, and Facebook Messenger and Instagram Direct messages.

We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). By using our website or contacting us, you acknowledge that your information will be handled as described in this policy.

1. Who we are

In this policy, "AMP Tiles", "we", "us" and "our" refer to AMP Tiles Pty Ltd (ABN 14690181858), trading as AMP Tiles.

• Showroom address: 5/55 Anderson Road, Smeaton Grange NSW 2567
• Email: info@amptiles.com.au
• Phone: (02) 4608 5422

We supply tiles, hard flooring, natural stone cladding, bathware and tapware, and provide flooring installation services across Sydney.

2. The personal information we collect

Personal information is information or an opinion that identifies you, or could reasonably identify you. The types we collect depend on how you deal with us.

Enquiry, quote and contact forms

When you request a quote, book a showroom visit or send an enquiry, we may collect:

• Your name, email address and phone number
• Your suburb, postcode or project address
• Whether you are a homeowner, builder, tiler, designer or other trade customer
• Business details for trade accounts, such as your business name and ABN
• Product interests and project details, such as room type, area size, budget range and preferred timeframe
• Any photos, plans or files you choose to upload
• Your preferred contact method and any message you send us

Facebook and Instagram lead ads

If you submit a lead form inside one of our Facebook or Instagram ads, Meta Platforms shares the details you entered with us. This usually includes your name, email address, phone number, suburb or postcode, and your answers to any questions in the form. These details may be passed automatically to our website and enquiry system in real time so we can respond quickly.

Facebook Messenger and Instagram Direct messages

When you message our Facebook Page or Instagram account, we receive and store:

• Your name and profile picture as shown on Facebook or Instagram
• A unique identifier that Meta assigns to you for our Page or account (a page-scoped or Instagram-scoped ID). This is not your Facebook password or login details.
• The content of your messages, including any photos, videos, files or voice notes you send
• The date and time of each message
• Any contact details you choose to share with us in the conversation

See Section 6 for more detail on how we handle messaging data.

Website usage information

When you visit our website, we and our technology partners may automatically collect:

• Your IP address and approximate location (city or region level)
• Device type, browser, operating system and screen size
• Pages you view, time spent on pages, links you click and how you arrived at our website
• Details you enter into tools on our site, such as the tile calculator
• Information collected through cookies, pixels and similar technologies (see Section 7)

Customers and installation services

If you buy from us or book an installation, we may also collect your delivery or site address, site access instructions, measurements, photos of the installation area, order and payment records, and warranty or after-sales information. Card payments are handled by our payment provider. We do not store full credit card numbers on our systems.

Other ways we collect information

We also collect information when you call, email or visit our showroom, enter a promotion, sign up to our newsletter, leave a review, apply for a job with us, or deal with us as a supplier or contractor.

We do not ask for sensitive information, such as health information, religious beliefs or racial or ethnic origin. Please do not include sensitive information in forms or messages.

3. How we collect personal information

We collect personal information:

• Directly from you, through our website forms, messages, phone calls, emails and in-person visits
• From Meta Platforms, when you submit a lead form in our ads or message our Facebook Page or Instagram account
• Automatically, through cookies, pixels and analytics tools when you use our website
• From third parties, such as builders, designers or tradespeople who refer you to us, where it is unreasonable or impractical to collect the information from you directly

If we receive personal information we did not ask for, we will check whether we could have collected it under this policy. If not, we will destroy or de-identify it where it is lawful and reasonable to do so.

4. Why we collect and use your information

We collect, hold and use personal information to:

• Respond to your enquiries, messages and quote requests
• Prepare quotes, process orders, arrange delivery and carry out installations
• Manage trade accounts and trade pricing
• Follow up on your enquiry by phone, email, SMS or message
• Provide after-sales support, warranty service and handle complaints
• Send you promotions, product news and offers, where you have agreed or where the law otherwise allows (see Section 8)
• Measure how our ads perform and show relevant ads to people who are likely to be interested in our products, including on Facebook, Instagram and Google
• Understand how people use our website so we can improve its content, speed and design
• Keep our website, systems and records secure and prevent fraud or spam
• Meet our legal, tax and accounting obligations

We will only use your information for another purpose if you agree, if you would reasonably expect it, or if the law requires or allows it.

5. Lead ads and enquiry automation

To respond to new enquiries quickly, we use automated tools that move your enquiry from our website or Meta lead forms into our enquiry inbox, email and customer records. These tools may sort enquiries by product type or by homeowner and trade customer so the right person follows up.

These tools help us organise and route enquiries. A person from our team reviews every enquiry, prepares every quote and makes every decision about pricing, trade accounts and service. See Section 13 for more on automated decision-making.

6. Facebook Messenger and Instagram messaging

Our website and enquiry system are connected to Meta Platforms through an app registered on the Meta for Developers platform. This lets our team read and reply to Facebook Messenger and Instagram Direct messages, and receive lead ad submissions, from one place.

Through this connection, we access only the information needed to manage conversations and enquiries with you. This includes your name, profile picture, page-scoped or Instagram-scoped ID, message content and attachments, message timestamps and lead form answers. We do not access your friends list, your private posts, your login details or any information you have not shared with our Page or account.

We use messaging and lead data only to:

• Reply to your messages and answer your questions
• Prepare and follow up quotes you have asked for
• Keep a record of our conversations so any team member can help you
• Improve our customer service

We do not:

• Sell, rent or trade your Meta data to anyone
• Share your Meta data with data brokers or advertising networks
• Use your messages to build profiles for unrelated purposes
• Use your Meta data in any way that breaches Meta's Platform Terms or Developer Policies

Messages you send through Facebook or Instagram are also processed by Meta Platforms under its own privacy policy, available at facebook.com/privacy/policy. We are not responsible for how Meta handles your information.

You can ask us to delete your messaging and lead data at any time. See Section 12.

7. Cookies, pixels and tracking technologies

Cookies are small files stored on your device. Pixels and tags are small pieces of code that tell us when a page loads or an action happens, such as submitting a form. We use these technologies to make our website work, understand how it is used, and measure and improve our advertising.

We use:

• Essential cookies, which make our website and forms work properly and securely
• Google Tag Manager, which loads and manages the tracking tools listed below
• Google Analytics, which helps us understand website traffic and how visitors use our pages
• Meta Pixel and Meta Conversions API, which tell Meta when someone visits our website or submits an enquiry, so we can measure ad results and show ads to people who may be interested in our products. Some form details, such as email or phone number, may be shared with Meta in a scrambled (hashed) format for ad matching.
• Google Ads conversion tracking and remarketing, which help us measure and improve our Google ads

These providers may collect information about your activity on our website and other websites over time, and combine it with information they already hold about you.

Your choices

• Change your browser settings to block or delete cookies. Some parts of our website may not work properly if you do.
• Manage how Meta uses your information for ads in your Facebook Ad Preferences.
• Manage Google ad personalisation at adssettings.google.com.
• Opt out of Google Analytics using the Google Analytics opt-out browser add-on.
• Learn more about interest-based advertising at youronlinechoices.com.au.

8. Marketing communications

With your consent, or where the law otherwise allows, we may send you promotions, sale announcements, product news and helpful content by email, SMS or message. We comply with the Spam Act 2003 (Cth).

Every marketing email and SMS we send includes a simple way to unsubscribe. You can also opt out at any time by contacting us. Opting out of marketing will not stop us from contacting you about an active quote, order or installation.

If you message us on Facebook or Instagram, we will only reply within Meta's messaging rules. We will not send you promotional messages through Messenger or Instagram unless you have agreed to receive them.

9. Who we share your information with

We only share personal information where it is needed for the purposes in this policy. This may include:

• Website, hosting and IT providers who host and maintain our website, servers and email
• Marketing and technology contractors who help us manage our website, advertising, enquiry systems and automation
• Customer relationship, email and messaging platforms we use to store and manage enquiries
• Advertising and analytics partners, including Meta Platforms and Google
• Installers, tradespeople and subcontractors who carry out work you have booked with us
• Suppliers, manufacturers and delivery companies who fulfil your order or handle warranty claims
• Payment providers who process your payments
• Professional advisers, such as our accountants, auditors, insurers and lawyers
• Government agencies or law enforcement, where required or authorised by law

We require our service providers to protect your information and use it only to provide services to us.

We do not sell your personal information.

10. How we store and protect your information

We store personal information in secure electronic systems and, where needed, in paper records kept at our premises. We take reasonable steps to protect it from misuse, interference, loss, unauthorised access, change or disclosure. These steps include:

• Encrypted (HTTPS) connections on our website and forms
• Password protection and access limited to people who need the information for their work
• Secure hosting and regular software updates
• Secure storage of access tokens for our Meta app connection

No method of storing or sending information online is completely secure, so we cannot guarantee the security of information you send to us.

If a data breach is likely to cause serious harm to you, we will notify you and the Office of the Australian Information Commissioner (OAIC) as required under the Notifiable Data Breaches scheme.

How long we keep your information

We keep personal information only for as long as we need it for the purposes in this policy, or as required by law. As a general guide:

• Enquiries and messages that do not lead to a sale: up to 24 months after our last contact
• Customer, order and installation records: at least 7 years, to meet tax, accounting and warranty requirements
• Website analytics data: according to the retention settings of the analytics provider, generally 14 months

When we no longer need the information, we securely delete it or de-identify it.

11. Your rights: access, correction and deletion

Access and correction

You can ask to see the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date, incomplete or misleading. Contact us using the details in Section 16. We will respond within 30 days. We may need to confirm your identity first. We will not charge you for making a request, although we may charge a reasonable fee to cover the cost of providing access in some cases. If we refuse your request, we will explain why in writing.

Data deletion requests, including Facebook and Instagram data

You can ask us to delete the personal information we hold about you, including data we received from Facebook or Instagram, such as your messages, profile details and lead form answers.

To request deletion:

1. Email info@amptiles.com.au with the subject line "Data Deletion Request"
2. Include your name and the email address, phone number or Facebook or Instagram profile name you used to contact us
3. We will confirm your request and complete the deletion within 30 days, and let you know when it is done

If you connected with us through a Facebook-based feature and removed it from your Facebook account settings (Settings and Privacy > Settings > Apps and Websites), Meta may send us a deletion request on your behalf. We will act on it and give you a confirmation code.

We may need to keep some information after a deletion request where the law requires it, such as invoices and tax records. Deleting data from our systems does not delete messages stored by Meta on Facebook or Instagram. You can manage those through your Facebook or Instagram settings.

12. Automated decision-making

We use automated tools to receive, organise and route enquiries, as described in Section 5. These tools use the details you provide, such as your product interest, location and whether you are a trade or homeowner customer.

We do not use computer programs to make decisions, on their own or as a substantial and direct part of the decision, that could significantly affect your rights or interests. Decisions about quotes, pricing, trade account approval and services are made by our team. If this changes, we will update this policy before the change takes effect.

13. Dealing with us anonymously

You can browse our website and visit our showroom without telling us who you are. You can also ask general questions without giving your name. However, we will need your contact details to prepare a quote, process an order, book an installation or follow up on an enquiry.

14. Other important information

Children

Our website and services are intended for adults. We do not knowingly collect personal information from people under 18. If you believe a child has given us personal information, please contact us and we will delete it.

Links to other websites

Our website and social media pages may link to other websites, such as supplier websites, Google Maps, Facebook and Instagram. We are not responsible for the privacy practices of those websites. Please read their privacy policies.

Job applications

If you apply for a job with us, we will use your information to assess your application and may contact your referees with your consent.

15. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes to our services, the technology we use or the law. The latest version will always be published on this page with the "Last updated" date at the top. If we make significant changes, we may also let you know by email or a notice on our website.