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PRIVACY POLICY — HQ TILES

Website: hqtiles.com.au

Effective date: 13 August 2026

 

1. ABOUT THIS PRIVACY POLICY

SYZ RESOURCES TRADING PTY LTD, ABN: 58 633 011 775, trading as HQ Tiles (“HQ Tiles”, “we”, “us” or “our”), respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains:

  • What personal information we collect and hold

  • How we collect that information

  • Why we use and disclose it

  • Who we share it with

  • How we protect it

  • How you can request access or correction

  • How you can make a privacy complaint

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles to the extent that they apply to HQ Tiles. Where they do not legally apply, we aim to follow the same standards as a matter of good privacy practice.

“Personal information” means information or an opinion about an identified individual or an individual who is reasonably identifiable.

 

2. PERSONAL INFORMATION WE COLLECT

Depending on how you use our website or communicate with us, we may collect:

 

Identity and contact information

  • Your name

  • Email address

  • Telephone number

  • Billing address

  • Delivery address

  • Pickup details

  • Delivery instructions

  • Warehouse visit or appointment details

  • Details of a person authorised to collect an order on your behalf

 

Order and transaction information

  • Products ordered

  • Quantities and prices

  • Order history

  • Payment status

  • Transaction identification numbers

  • Refund and cancellation information

  • Delivery or collection status

  • Information relating to customer service enquiries, returns and complaints

 

Account information

  • Account or profile information if you create an account through our website

  • Account preferences and order history

  • Login-related information managed by Wix on our behalf

 

Payment information

Payments are processed through Stripe. Stripe may collect payment-card details, billing information, device information and fraud-prevention information.

HQ Tiles does not store your complete card number, card security code or complete payment credentials. We generally receive limited information from Stripe, such as the payment status, transaction number, card type and possibly the final digits of the payment card.

 

Communications

  • Emails and contact-form messages

  • Warehouse visit and appointment requests

  • Telephone enquiries

  • Customer service correspondence

  • Complaints, feedback and return requests

  • Photographs or documents supplied in connection with an order or product issue

  • Email-routing and delivery information processed by our email providers

 

Technical and website information

  • Internet Protocol address

  • Browser and device type

  • Operating system

  • Pages visited

  • Date and time of visits

  • Referring website

  • Website interactions

  • Cookie identifiers

  • General location information derived from an IP address

  • Wix Analytics and website-performance information

We do not normally collect sensitive information, such as health information, racial or ethnic origin, religious beliefs or criminal records. Please do not send sensitive information unless it is reasonably necessary and requested by us.

Please do not send complete payment-card numbers, passwords, government identification numbers or other highly sensitive information through our general contact forms or by email.

 

3. HOW WE COLLECT PERSONAL INFORMATION

We usually collect personal information directly from you when you:

  • Place an order

  • Create a website account

  • Complete a Wix contact form

  • Submit a warehouse visit or appointment request

  • Contact us by email or telephone

  • Request delivery or collection

  • Make a payment through Stripe

  • Request a refund or report a problem

  • Submit a complaint or provide feedback

Some technical information is collected automatically through Wix, cookies and similar website technologies when you visit or use our website.

We may also receive limited information from:

  • Stripe, such as payment confirmation and fraud-screening results

  • Wix, through its hosting, ecommerce, contact-form and analytics services

  • ImprovMX, through its email-routing service

  • Google/Gmail, through its email and communications services

  • Couriers and freight providers, such as delivery status or failed-delivery information

  • A person authorised to place or collect an order on your behalf

If you provide personal information about another person, you must have their permission or another lawful reason to provide it to us.

 

4. WHAT HAPPENS IF YOU DO NOT PROVIDE INFORMATION?

You may browse most parts of our website without identifying yourself.

However, we require certain personal information to process orders, accept payments, arrange delivery or pickup, arrange warehouse visits, provide customer support and handle returns or complaints.

If you do not provide the required information, we may be unable to:

  • Process or deliver your order

  • Confirm a pickup

  • Confirm or arrange a warehouse visit

  • Contact you about an order or appointment

  • Process a refund

  • Respond properly to an enquiry or complaint

 

5. HOW WE USE PERSONAL INFORMATION

We collect, hold and use personal information to:

  • Operate our website and online store

  • Create and manage customer accounts

  • Process and confirm orders

  • Process payments and refunds

  • Detect or prevent fraud

  • Pack and prepare orders

  • Arrange delivery or pickup

  • Send order confirmations and delivery updates

  • Arrange and manage warehouse visits or face-to-face appointments

  • Respond to enquiries

  • Handle returns, refunds and complaints

  • Maintain accounting, taxation and business records

  • Protect our website, customers and business

  • Comply with legal and regulatory obligations

  • Improve our products, services and website

  • Generate aggregated website and sales statistics

We may use de-identified or aggregated information that does not reasonably identify an individual for business analysis and website improvement.

 

6. SERVICE AND MARKETING COMMUNICATIONS

We may send service-related messages about:

  • Order confirmation

  • Payment status

  • Delivery or pickup

  • Warehouse visit or appointment confirmation

  • Product availability

  • Returns and refunds

  • Security or account issues

  • Changes that affect an existing order or appointment

  • Responses to customer enquiries

We will not automatically add you to a general marketing list merely because you made a purchase, submitted an enquiry or requested a warehouse visit.

If HQ Tiles introduces promotional emails or SMS messages, we will only send them where we have your consent or are otherwise permitted by law.

Marketing messages will identify HQ Tiles and provide a functional way to unsubscribe. You can also withdraw your consent by contacting us at hello@hqtiles.com.au.

We will process marketing unsubscribe requests within the period required by law.

Withdrawing from marketing will not prevent us from sending necessary service-related messages about an existing order, pickup, delivery, appointment or enquiry.

 

7. COOKIES AND WIX ANALYTICS

Our website is created and hosted through Wix. Wix uses cookies and similar technologies to provide essential website functions, maintain security, remember selections, operate the shopping cart and understand website performance.

Cookies may collect information such as:

  • IP address

  • Browser and device information

  • Website activity

  • Session information

  • Shopping-cart activity

  • General location

  • Security and fraud-prevention information

Some cookies are necessary for the website and checkout to function. Other cookies may support website analytics and performance measurement.

You can manage cookies through your browser settings and, where available, our Wix cookie banner. Blocking essential cookies may prevent parts of the website, shopping cart or checkout from working correctly.

We do not currently use separately installed advertising pixels such as the Meta Pixel or Google Ads tracking. If we introduce additional tracking or advertising technologies, we will update this Privacy Policy and our cookie settings.

More information about Wix cookies is available at:

https://support.wix.com/en/article/cookies-and-your-wix-site

 

8. WEBSITE FORMS AND EMAIL COMMUNICATIONS

 

Wix forms

When you submit a contact form, warehouse visit request or other form through our website, your information is collected and stored through Wix.

Wix may send a notification of your submission to the email address associated with the owner of the HQ Tiles Wix account. That notification may then be received and stored in an email account controlled by HQ Tiles.

We use form information to:

  • Respond to your enquiry

  • Arrange a warehouse visit or appointment

  • Provide information about our products

  • Contact you about an order

  • Maintain appropriate business records

  • Protect our forms from fraud, spam and misuse

 

Email routing

Emails sent directly to hello@hqtiles.com.au are routed through ImprovMX to an email account controlled by HQ Tiles.

ImprovMX may process email-routing information and the email temporarily as necessary to forward it to us.

 

Email storage and replies

HQ Tiles currently uses Google/Gmail to receive, store and respond to business communications.

This means your name, email address, message, attachments and related email information may be processed by Google when providing its email services.

Although business communications may be received in an email account used and controlled by the owner of HQ Tiles, access is restricted and the information is used for HQ Tiles business purposes.

Responses from HQ Tiles may be sent using the following sender identity:

HQ Tiles hello@hqtiles.com.au

Submitting a form, sending an email or requesting an appointment does not automatically subscribe you to marketing communications.

 

9. WHEN WE DISCLOSE PERSONAL INFORMATION

We disclose personal information only where reasonably necessary for our business operations or where authorised or required by law.

Recipients may include:

 

Wix

Wix provides our website hosting, ecommerce functions, customer accounts, contact forms, order management, security and website analytics.

Wix’s Privacy Policy is available at:

https://www.wix.com/about/privacy

 

Stripe

Stripe processes payments, refunds and payment-related fraud screening.

Stripe’s Privacy Policy is available at:

https://stripe.com/au/privacy

 

ImprovMX

ImprovMX provides email-routing services for messages sent to hello@hqtiles.com.au.

ImprovMX’s Privacy Policy is available at:

https://improvmx.com/transparency/privacy-policy/

 

Google/Gmail

Google/Gmail provides email receipt, storage and communication services used by HQ Tiles.

Google’s Privacy Policy is available at:

https://policies.google.com/privacy

 

Delivery and freight providers

Where you purchase tiles and request delivery, we may provide a courier or freight provider with information needed to deliver the order, including your name, delivery address, telephone number, email address and delivery instructions.

Products that are offered as pickup-only do not require disclosure to a delivery provider unless a separate delivery arrangement has been agreed.

 

Professional advisers and service providers

Where reasonably necessary, we may disclose information to accountants, legal advisers, information-technology providers, cybersecurity providers or other professional service providers who assist us with operating the business.

 

Government and legal authorities

We may disclose personal information where required or authorised by law, court order or a lawful request from a regulator or law-enforcement authority.

HQ Tiles does not sell, rent or trade customer personal information to marketing companies or data brokers.

 

10. OVERSEAS STORAGE AND PROCESSING

Wix, Stripe, ImprovMX and Google are international service providers. Personal information handled through our website, payment system or email services may be stored, processed or made accessible outside Australia.

Based on the providers’ published information, relevant overseas locations may include:

  • United States of America

  • Ireland

  • Israel

  • India

  • South Korea

  • Taiwan

  • Countries within the European Union or European Economic Area

  • Other countries in which these providers or their service providers operate

The particular locations used may depend on the provider, service and technical infrastructure and may change over time.

Where the Australian Privacy Principles apply, we take reasonable steps appropriate to the circumstances when selecting and using overseas service providers.

Overseas privacy laws may differ from Australian privacy laws. Wix, Stripe, ImprovMX and Google separately handle information according to their respective privacy policies and contractual obligations.

 

11. HOW WE PROTECT PERSONAL INFORMATION

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.

These steps include, where appropriate:

  • Using established website, email-routing, email and payment providers

  • Restricting access to customer, order and communication information

  • Protecting Wix, Stripe, ImprovMX and email accounts with passwords and access controls

  • Using two-factor authentication where available

  • Using secure website connections

  • Keeping software and account settings reasonably current

  • Limiting information disclosed to couriers and other providers

  • Reviewing and responding to suspected security incidents

Payment information is processed through Stripe’s payment systems. HQ Tiles does not store complete payment-card details.

No internet transmission, email-routing service or electronic storage system is completely secure. You should contact us promptly if you believe an interaction with HQ Tiles is no longer secure.

If a data breach occurs, we will investigate and take appropriate action. Where the Notifiable Data Breaches scheme applies, we will notify affected individuals and the Office of the Australian Information Commissioner when legally required.

 

12. RETENTION AND DELETION

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected or as required by law.

Retention periods depend on matters such as:

  • Whether an order, appointment or complaint remains active

  • Accounting and taxation requirements

  • Fraud-prevention requirements

  • Product disputes and legal limitation periods

  • Our contractual obligations to service providers

  • Whether the information is required to establish or defend a legal claim

When personal information is no longer required, we will take reasonable steps to destroy it or de-identify it, unless we are required or authorised by law to retain it.

You may ask us to delete or de-identify information. We will consider the request and will do so where reasonably possible and legally permitted.

We may need to retain some information for taxation, accounting, fraud prevention, dispute resolution, transaction records or other legal purposes.

 

13. ACCESSING OR CORRECTING YOUR INFORMATION

You may request access to personal information that we hold about you or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.

To make a request, contact our Privacy Contact using the details in section 16.

We may ask you to verify your identity before providing access or making a correction. This helps prevent unauthorised disclosure.

There is no charge for making a request. If the law allows us to charge a reasonable cost for providing access, we will explain that cost before proceeding.

We will respond within a reasonable time and, where the Australian Privacy Principles apply, generally within 30 days.

In limited circumstances, the law may permit us to refuse access or correction. If this occurs, we will generally provide written reasons and explain available complaint options, unless the law prevents us from doing so.

 

14. PRIVACY COMPLAINTS

If you believe we have mishandled your personal information, please contact our Privacy Contact and provide:

  • Your name and contact details

  • A description of the privacy concern

  • Relevant dates, order numbers or communications

  • The outcome you are seeking

We will acknowledge and investigate the complaint and aim to respond within 30 days. If additional time is required, we will explain the reason for the delay.

If you are not satisfied with our response and the Privacy Act applies to HQ Tiles, you may contact the Office of the Australian Information Commissioner:

Website: https://www.oaic.gov.au Telephone: 1300 363 992

The OAIC may require you to give HQ Tiles a reasonable opportunity to respond before it considers your complaint.

 

15. CHANGES TO THIS PRIVACY POLICY

We may update this Privacy Policy when our information-handling practices, website features, service providers or legal obligations change.

The updated policy will be published on hqtiles.com.au with a revised effective date.

We recommend reviewing this page periodically.

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16. PRIVACY CONTACT

Privacy requests, access requests, corrections, deletion requests and complaints may be directed to:

Privacy Contact

HQ Tiles

Email: hello@hqtiles.com.au

Phone: 0452066888

Website: hqtiles.com.au

Location: 127 McEwan Rd, Heidelberg West VIC 3081

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