Privacy Policy

Floor Heating Systems Pty Ltd respects your privacy. This policy explains what we collect through this website, why we collect it, how it is used, and what you can do about it. We handle personal information under the Australian Privacy Principles in the Privacy Act 1988.

Information we collect

We collect what you give us directly. From a quote enquiry that is usually your name, phone number, email address, suburb or postcode, and what you tell us about the job. You can also attach floor plans or photographs.

From a shop order we collect your name, email address and phone number. Where you want the goods delivered, we also collect your street address, suburb, state and postcode. If you choose to collect from us, we do not ask for an address.

We only ask for what we need to answer you, quote accurately, take payment, or carry out the work. You do not need an account to buy from us and we do not ask you to create one.

Enquiry and quote forms

When you send a quote request or an enquiry, it reaches us by email. That delivery is handled by a form service called Basin, which processes your submission only to pass it on to us.

We use what is in an enquiry to contact you and to prepare a quote. We also use it to arrange a day for the work, and to keep a record of what was discussed.

You can attach up to three floor plans or photographs, as a PDF or an image. We keep them with the enquiry so we can measure the heating area and quote from them.

Shop orders and payment

When you buy from the shop, we use your details to take the payment, send the goods and contact you about the order. Your order also goes to the carrier who delivers it.

Card payments are taken on a secure payment page operated by our payment provider, and PayPal payments are handled by PayPal. Your card number is entered on their page rather than ours. We never see it and we never store it.

Analytics and cookies

This website uses Google Analytics 4, a service provided by Google, to understand how visitors find and use the site. It sets cookies in your browser.

It records the following.

• The pages you view, when you visited, and for how long.
• The rough geographic region worked out from your IP address.
• Your device type and your browser type.
• The website or search engine that sent you here.

We use this only in aggregate, to see which pages are useful and to improve the site. We do not use it to identify you, and we do not join it to the contact details you send through a form.

We also record when somebody taps a phone number or sends a quote request. That tells us how well the site serves people who need help. It records the action and the page it happened on, not the content of any conversation.

Analytics data is kept for a limited period set in our Google Analytics account, after which Google deletes it automatically.

You can stop this collection at any time. Most browsers let you block or delete cookies in their settings. Google also offers a browser add on that opts you out of Google Analytics everywhere. Blocking them does not affect your ability to use this site, request a quote, or place an order.

Your cart is kept in your own browser rather than on our server. What you have added stays on your device until you check out.

How we use your information

We use the personal information we collect to do the following.

• Answer enquiries and prepare quotes.
• Take and fulfil shop orders.
• Schedule and carry out installation work.
• Contact you about a job or an order in progress.
• Meet our legal, tax and insurance obligations.
• Improve this website.

Who we share information with

We do not sell your information, share it with the general public, or put it into marketing databases. It is not used for surveys or polls.

We share it only where it is needed, which means with the following.

• The installer attending your job.
• The carrier delivering your order.
• Our payment providers.
• The services that run this website, its analytics and its form delivery.
• Our professional advisers and our insurers.
• The authorities, where the law requires it.

Some of those providers, including Google, our form delivery service and our payment providers, store or process data on servers outside Australia.

Data security

We take reasonable steps to protect the personal information we hold from misuse, interference, loss, and unauthorised access, change or disclosure. This website is served over an encrypted connection.

No method of sending information over the internet is completely secure. We work to protect your information but we cannot guarantee absolute security.

Accessing, correcting or deleting your information

You can ask us what personal information we hold about you. You can ask us to correct it if it is wrong, or ask us to delete it. Email bernard@floorheating.com.au or call 02 9829 2752.

We will respond within a reasonable period. We may need to keep certain records, such as invoices, orders and job histories. That happens where the law, our tax obligations, a warranty or our insurer requires it.

If you are unhappy with how we have handled your personal information, please contact us first so we can put it right. If you are still unhappy, you can complain to the Office of the Australian Information Commissioner.

Changes to this policy

We may update this policy to reflect changes in what we do or in what the law requires. The current version is always the one on this page.

Contact us

Please get in touch with any question about this policy, or about how we handle your personal information. Email bernard@floorheating.com.au or call 02 9829 2752 during business hours, Monday to Friday, 8am to 5:30pm. You can also write to us at 7 Koala Avenue, Ingleburn NSW 2565.

Our terms and conditions and our warranty are on their own pages.