Privacy Policy

1. About this policy

"Pooltronics", "we", "us" and "our" mean Pooltronics Pty Ltd (ABN 40 626 440 186). "You" means a person whose personal information we handle, including website visitors, customers and representatives of commercial facilities. "Personal information" means information or an opinion about an identified individual or an individual who is reasonably identifiable.

"Goods" include domestic and commercial Dolphin robotic pool cleaners, genuine spare parts and accessories. "Services" include assessments, servicing, repairs and any installation expressly agreed in writing. We handle personal information in accordance with applicable Australian law, including the Privacy Act 1988 (Cth) and Australian Privacy Principles where they apply. This policy does not exclude rights available under applicable law.

2. Information we collect

Depending on your interaction with us, the information we collect may include:

• Your name, phone number, email address, delivery or billing address, business name and role.
• Enquiry messages, correspondence, quotes, orders, invoices, payment confirmations and delivery instructions.
• Cleaner models and serial numbers, part numbers, purchase evidence, fault descriptions, photographs and assessment, repair or warranty records.
• Website and device information, such as IP address, browser and device type, pages visited, referring pages, approximate location, cookie identifiers and interactions such as enquiry submissions or clicks on phone links.

We generally do not need sensitive information, such as health information or identity-document copies, to provide pool cleaner support. Please do not include unnecessary sensitive information or full payment-card details in website enquiries. Photographs should focus on the equipment and avoid unrelated personal details.

3. How we collect information

We collect information directly when you submit an enquiry, email or phone us, visit our premises, request a quote, place an order or bring or send equipment for assessment. Technical information may also be collected through our website and the services described below.

Where relevant to your request, we may receive information from an authorised representative, a delivery or payment provider, or a manufacturer or service partner involved in a warranty or repair. If you give us information about someone else, ensure you are authorised to do so and let them know about this policy.

You may make a general enquiry without identifying yourself where practicable. If you choose not to provide information needed for a quote, delivery, repair or warranty assessment, we may be unable to complete that request. Contact us by phone or email if you prefer not to use an online form.

4. How we use information

We use information to respond to enquiries, recommend suitable goods, confirm part compatibility, prepare quotes, administer orders and payments, arrange delivery, assess and repair equipment, handle warranty claims and provide after-sales support.

We also use relevant information to keep business records, resolve complaints, meet legal obligations, protect our website from spam or misuse, improve website performance and measure the effectiveness of advertising. Marketing communications are handled as explained in section 7. We will seek consent or rely on another lawful basis where required for a different use.

5. Who we share information with

We may share relevant information with people or organisations needed to fulfil your request, including:

• Maytronics or another relevant manufacturer and authorised service partners assisting with a product, repair or warranty claim.
• Couriers, freight providers and payment providers assisting with an order.
• Providers supporting website hosting, email, business records, IT, analytics, advertising or website security.
• Professional advisers, insurers or public authorities where reasonably necessary and permitted or required by law.

We limit information shared to what is reasonably needed for the relevant purpose and take reasonable steps to select providers and arrangements that protect it. Information may also be disclosed at your direction or with your consent. Our use of website services and any overseas handling are explained below.

6. Cookies and website services

Our website uses Google Analytics, Google Ads and Google Tag Manager to help us understand visits and measure advertising and enquiries. Cookies and similar technologies may collect browser identifiers, page visits and interactions. Google Ads call measurement may also be used to measure calls generated by advertising. These measurements do not mean that enquiry message contents are needed for analytics.

Google may receive information such as your IP address and the page URL and use it under its own policies. Depending on the enabled features and your settings, Google may also use information for advertising personalisation. See how Google uses information from websites and Google My Ad Center for details and controls.

Our enquiry forms use Cloudflare Turnstile to help distinguish genuine visitors from automated spam. It processes technical signals, including IP address and browser information, for security and to improve bot detection. See the Cloudflare Turnstile Privacy Addendum.

Pages containing Google Maps or YouTube videos may send information to those providers when their content loads or you interact with it. Other external websites have their own privacy practices. You can restrict or delete cookies using your browser and use the Google Analytics opt-out browser add-on. These controls may affect some features and do not necessarily stop all technical collection.

7. Marketing and your choices

If we send marketing emails or text messages, we do so only where we have the consent required by law. Consent may be express or inferred where lawful; submitting an enquiry does not by itself provide express consent to unrelated marketing.

You can opt out using the unsubscribe instructions in a marketing message or by contacting us. We will honour electronic marketing unsubscribe requests within five working days, without a fee. Opting out of marketing does not stop necessary communications about an order, repair, warranty claim or other service you have requested. Advertising-platform controls are separate from unsubscribing from Pooltronics messages.

8. Overseas handling

Some service providers operate internationally. Information handled through Google and Cloudflare services may be processed or accessed outside Australia, including in the United States. Their global infrastructure and support arrangements may involve other countries. Provider privacy notices describe their international processing arrangements.

Where we disclose personal information overseas, we will take the steps required by applicable law to protect it. Use of our website does not constitute a blanket waiver of privacy rights or consent to every overseas disclosure. Contact us if you would like further information about overseas handling relevant to your interaction with Pooltronics.

9. Security and retention

We take reasonable steps to protect information against misuse, interference, loss and unauthorised access, alteration or disclosure. These steps include limiting access to people who need information for their work and using appropriate safeguards for business records and online services. No method of transmission or storage can be guaranteed completely secure.

We retain information for as long as reasonably needed for the purpose collected, including after-sales support, warranty and repair history, accounting, legal obligations and dispute handling. Retention periods vary with the record. When information is no longer needed and retention is not legally required, we take reasonable steps to securely destroy or de-identify it. We will respond to security incidents and make notifications where required by applicable law.

10. Access and correction

You can contact us to request access to personal information we hold about you or to ask us to correct information that is inaccurate, incomplete, out of date, irrelevant or misleading. Tell us enough to identify the information and your requested correction. We may need to verify your identity without asking for more information than reasonably necessary.

We will respond within a reasonable time and in accordance with applicable law. If access or correction cannot be provided, we will explain the reason, subject to lawful restrictions, and how to raise a complaint. We do not charge for making a request. Any lawful charge for providing access will be explained beforehand; correction requests are handled without charge.

11. Contact and privacy complaints

For a privacy enquiry, access or correction request, marketing preference or complaint, contact:

Pooltronics Pty Ltd
ABN: 40 626 440 186
1 Lester Drive, Altona North VIC 3025
Phone: 1300 815 066
Email: info@pooltronics.com.au
Hours: Monday–Friday, 9:00 am–4:00 pm

For a complaint, describe what happened and the outcome you are seeking. We will acknowledge your complaint, investigate and aim to respond within 30 days. If more time is needed, we will explain why and provide an update.

If you are not satisfied, you may seek guidance from the Office of the Australian Information Commissioner. Its ability to investigate depends on whether the relevant privacy law applies to the organisation and the complaint. It generally asks that you first complain to the organisation and allow 30 days for a response. Electronic marketing concerns can also be raised with the Australian Communications and Media Authority.

12. Changes to this policy

We may update this policy as our practices or legal requirements change. The current version and update date will be available on this page. A policy update does not itself authorise a new use of previously collected information where consent or another legal requirement must first be met.

For the terms applying to goods and services, see our Terms and Conditions. Neither document limits privacy or consumer rights that cannot lawfully be excluded.