Privacy Policy

At Visage Architectural Hardware ("Visage", "we", "us"), we respect your privacy and are committed to handling your personal information with care.

This Privacy Policy is made in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) contained in that Act.

This policy explains how we collect, use, disclose, and protect your personal information when you:

• use our website;
• purchase from us as a retail customer; and
• apply for or use a trade account.

This Privacy Policy should be read together with our Website Usage Policy; Terms & Conditions of Sale and any Trade Account Terms & Conditions of Sale (if applicable).

By using our website, purchasing from us, or applying for a trade account, you acknowledge that you have read and understood this Privacy Policy. Your rights under applicable privacy laws exist independently of contract and are not limited by this Policy.

We may collect personal information including:

• your name, email address, phone number, and address;
• business details (such as company name, ABN, and trade account information);
• identification and contact details of directors, owners, or authorised representatives (for trade accounts);
• order, transaction details and Project List history;
• account information (if you create an account); and
• technical and website usage data (such as IP address, browser type, cookies, analytics, and other website activity).

We do not collect sensitive information (as defined in the Privacy Act 1988 (Cth)) unless required and with your consent, or as otherwise permitted by law. We do not store full payment card details — see section 6.

Where credit terms are requested in connection with a trade account, we may also collect and handle credit-related personal information. See section 15 for further information.

We collect and handle your personal information in a fair, lawful, and non-intrusive way. Where reasonably practicable, we collect personal information directly from you. This may occur when you:

• browse our website;
• place an order;
• make an enquiry or contact us;
• subscribe to our communications;
• interact with us on social media;
• engage with our team;
• apply for or use a trade account; and
• otherwise deal with us in the course of our business.

In some cases, we may collect personal information from publicly available sources or from third parties such as suppliers, contractors, clients, business partners, or credit providers (where applicable to trade accounts).

Where appropriate, we will take reasonable steps to ensure you are aware that we have collected your information, how it will be used, and that you can contact us to access or update it.

If you choose not to provide certain personal information, we may not be able to provide you with our products, services, or support.

We use your personal information to:

• process and deliver orders;
• verify and manage retail and trade accounts;
• verify, assess and administer trade account applications;
• assess creditworthiness where credit terms are requested;
• communicate with you about orders, enquiries, or services;
• provide customer support;
• improve our website and services;
• send updates or marketing communications where you have consented or where otherwise permitted by the Spam Act 2003 (Cth); and
• detect and prevent fraud and maintain security.

We will only use your personal information for the purpose for which it was collected, or for a related purpose that you would reasonably expect, or as otherwise permitted or required by law.

Payments are processed securely via Stripe and other trusted providers. By completing a payment, you are also subject to the privacy policy of the relevant payment provider (including Stripe's Privacy Policy, available at stripe.com/au/privacy). We encourage you to review those policies.

We do not store full credit card details. Payment information is handled directly by the payment provider in accordance with their privacy policies.

We may share your personal information with trusted third parties where reasonably necessary to operate our business, including:

• Stripe (payment processing);
• Our freight carriers (deliveries only);
• QuickBooks (accounting only - customer name + invoice data);
• IT, website, and hosting providers;
• marketing and analytics providers (anonymised website usage);
• professional advisers; and
• credit reporting bodies or trade references (where credit terms are requested).

Some of these providers may be located overseas, including in the United States (for example, Stripe and Google Analytics). Before disclosing personal information to an overseas recipient, we take reasonable steps to ensure the recipient does not breach the Australian Privacy Principles in relation to the information, in accordance with APP 8. In some cases, we may rely on your consent to the disclosure. By providing your personal information to us and using our services, you consent to such overseas disclosures where APP 8.1 compliance has been achieved or consent is otherwise obtained.

We use cookies and similar technologies to:

• improve website functionality;
• understand how our website is used; and
• enhance your browsing experience.

We may use third-party analytics services (such as Google Analytics) which may collect and process data about your use of our website. These providers may be located overseas. For more information on how Google Analytics collects and processes data, visit policies.google.com/privacy.

You can manage or disable cookies through your browser settings. Please note that disabling certain cookies may affect the functionality of our website.

We will only send you commercial electronic messages (such as marketing emails) where you have given express or inferred consent in accordance with the Spam Act 2003 (Cth), or where another exception applies. We may send you updates, product releases, or offers where you have subscribed or where your consent can otherwise be inferred from your dealings with us.

You can unsubscribe at any time — no hard feelings.

We take reasonable steps to protect your personal information from misuse, loss, unauthorised access, modification, or disclosure, in accordance with APP 11. These steps include encrypted data storage, access controls, secure payment processing, and staff training on privacy obligations.

In the event of an eligible data breach affecting your personal information, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required under the Notifiable Data Breaches scheme (Privacy Act 1988 (Cth), Part IIIC).

We retain personal information only for as long as necessary for the purpose for which it was collected, or as required by law. When personal information is no longer needed, we will take reasonable steps to destroy or de-identify it in a secure manner, in accordance with APP 11.2.

You may request access to or correction of your personal information at any time by contacting us in writing at Get in touch.

We will respond to your request within 30 days, in accordance with APP 12 and APP 13. In some circumstances, we may be permitted to decline an access request under the Privacy Act 1988 (Cth). If we do so, we will provide written reasons.

If you have any concerns about how we handle your personal information, please submit a written complaint to Get in touch.

We will acknowledge your complaint within 5 business days and aim to resolve it within 30 days. If we require additional time, we will notify you.

If you are not satisfied with our response, or if we have not resolved your complaint within 30 days, you may refer the matter to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or by calling 1300 363 992.

We may update this Privacy Policy from time to time to reflect changes to our business or legal requirements.

The latest version will always be available on our website.

Where a trade account application includes a request for credit terms, we may collect and use credit-related personal information, including credit eligibility information and credit reports obtained from credit reporting bodies. This information is collected and handled in accordance with the Privacy Act 1988 (Cth) and the Privacy (Credit Reporting) Code.

We may disclose credit-related personal information to credit reporting bodies where permitted by law. You may contact us to obtain details of any credit reporting bodies to which we may disclose information.

You have the right to request access to credit-related personal information we hold about you and to request corrections. You also have the right to complain to us or to the OAIC if you believe your credit-related privacy rights have been breached.

For any queries relating to this Policy:

Visage Architectural Hardware Pty Ltd ACN 685 362 921 81‑83 Campbell Street, Surry Hills NSW 2010 info@visageah.com.au | www.visagearchitectural.com.au

For enquiries and complaints: Get in touch