PRIVACY POLICY

Last updated: 9 July 2026

Mangrove Mountain Spring Water respects your privacy and is committed to protecting the personal information of our customers, account holders, website visitors, commercial clients, delivery contacts, and anyone who contacts or deals with us.

This Privacy Policy explains how we collect, use, hold, disclose, store, and protect personal information in connection with our website, online store, phone orders, email enquiries, recurring water deliveries, customer accounts, commercial accounts, delivery services, payment arrangements, equipment, refunds, complaints, and customer service.

We handle personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply to us.

If you have any questions about this Privacy Policy, please contact us:

Mangrove Mountain Spring Water
Phone: +61 2 8883 4007
Email: admin@mangrovemtspringwater.com.au
Website: mangrovemtspringwater.com.au

1. Summary

We collect personal information so we can:

• process orders;
• deliver spring water and related products;
• manage customer accounts and recurring deliveries;
• process payments and refunds;
• communicate with customers about orders, deliveries, accounts, payments, and service issues;
• manage commercial accounts, delivery sites, bottles, coolers, dispensers, and equipment;
• improve our website, ordering process, delivery service, and customer experience;
• meet legal, accounting, tax, insurance, and regulatory obligations;
• protect our business, customers, staff, systems, property, bottles, and equipment.

We only aim to collect personal information that is reasonably necessary for our business activities.

2. Personal information we collect

The types of personal information we may collect and hold include:

• your name;
• phone number;
• email address;
• billing address;
• delivery address;
• business name, ABN, ACN, trading name, or account details where relevant;
• site contact names and contact details for commercial or business deliveries;
• delivery instructions, including access notes, gate codes, intercom details, opening hours, preferred drop-off locations, loading dock information, and delivery preferences;
• order history;
• customer account details;
• recurring delivery arrangements;
• payment information and payment authorisations;
• payment records, invoices, credits, refunds, failed payments, and outstanding balances;
• bottle, crate, cooler, dispenser, equipment, and service records;
• delivery records, driver notes, proof-of-delivery details, and, where reasonably necessary, photos of delivered goods or the delivery location;
• communication records, including phone, email, SMS, online form, social media, and customer service interactions;
• marketing preferences, subscription preferences, and unsubscribe records;
• information needed to respond to customer service enquiries, complaints, refund requests, delivery issues, account disputes, or privacy requests;
• website and device information, such as cookies, browser type, IP address, pages visited, shopping cart information, and basic website usage information.

We generally do not collect sensitive information unless it is reasonably necessary for a specific purpose and you provide it voluntarily.

We ask customers not to include unnecessary private or sensitive information in delivery instructions, access notes, emails, forms, reviews, or other communications with us.

3. How we collect personal information

We may collect personal information when you:

• place an order through our website or online store;
• create, manage, or update a customer account;
• call us to place an order, request a quote, make an enquiry, or set up recurring deliveries;
• email us or submit an online form;
• provide payment details for account billing or recurring payments;
• contact us by phone, email, SMS, online form, social media, or in person;
• subscribe to service updates, offers, or marketing communications;
• interact with our website, including through cookies, checkout pages, contact forms, and shopping cart functions;
• provide delivery instructions to our staff, drivers, contractors, or customer service team;
• request a refund, replacement, credit, repair, account change, or complaint resolution;
• apply for or manage a commercial account, credit account, or business delivery arrangement;
• receive bottles, crates, coolers, dispensers, or other equipment from us.

We may also collect information from:

• a family member, employee, manager, property manager, business representative, site contact, or other person placing or managing an order on your behalf;
• payment providers, banks, accounting systems, ecommerce platforms, fraud-prevention tools, and business software providers;
• publicly available sources, where reasonably necessary for commercial account administration, delivery verification, fraud prevention, debt recovery, or legal purposes;
• third parties involved in your account, delivery, payment, or service request.

4. Collection notices

When we collect personal information, we may provide a short collection notice at the time of collection or as soon as reasonably practicable.

For example, this may appear:

• at website checkout;
• on contact forms;
• in account setup forms;
• when signing up for marketing communications;
• during phone orders;
• when setting up recurring deliveries;
• when collecting payment details;
• when setting up a commercial account.

A short collection notice may explain who we are, why we collect the information, how it will be used, who it may be disclosed to, whether it may be processed outside Australia, and where to find this Privacy Policy.

5. Anonymity and pseudonymity

You can generally contact us anonymously or using a pseudonym for general enquiries.

However, we usually need your name, contact details, delivery details, and payment or account information to:

• process orders;
• deliver products;
• manage recurring deliveries;
• process payments and refunds;
• respond to account-specific enquiries;
• investigate delivery issues;
• manage commercial accounts;
• verify privacy, refund, or complaint requests.

If you do not provide the information we reasonably need, we may not be able to supply products, process an order, provide delivery, manage an account, process a payment, respond to a request, or provide customer support.

6. Why we collect and use personal information

We collect, hold, use, and disclose personal information for purposes including:

• processing orders;
• delivering spring water and related products;
• setting up and managing customer accounts;
• setting up and managing recurring deliveries;
• confirming delivery details;
• planning delivery runs and delivery routes;
• completing deliveries safely and accurately;
• verifying delivery completion;
• contacting you about your order, account, delivery, payment, refund, complaint, or service issue;
• processing payments, refunds, credits, and outstanding balances;
• managing phone orders and manually managed recurring accounts;
• managing commercial accounts, business accounts, invoices, and account contacts;
• managing bottles, crates, coolers, dispensers, stands, accessories, and related equipment;
• arranging service, repair, replacement, return, or collection of equipment;
• providing customer support;
• responding to enquiries, complaints, access requests, correction requests, and privacy requests;
• improving our website, ordering process, delivery service, products, systems, and customer experience;
• sending service updates and, where permitted, occasional offers or updates about our products and services;
• preventing fraud, misuse, unauthorised transactions, and account abuse;
• recovering unpaid amounts, bottles, crates, or equipment where necessary;
• maintaining accurate business, accounting, tax, insurance, and delivery records;
• complying with legal, regulatory, accounting, tax, insurance, and reporting obligations;
• protecting our business, customers, staff, drivers, contractors, systems, property, bottles, equipment, and legal rights.

7. Delivery information, driver access, and proof of delivery

To complete deliveries safely and accurately, we may collect and use delivery-specific information such as:

• delivery address;
• site contact details;
• delivery instructions;
• preferred drop-off location;
• access instructions;
• gate, intercom, or entry details;
• business opening hours;
• loading dock or access restrictions;
• bottle collection instructions;
• driver notes;
• proof-of-delivery records.

Where reasonably necessary, we may take or store photographs of delivered goods, bottles, crates, equipment, or the delivery location to verify that a delivery was completed, investigate a delivery issue, or resolve a customer service matter.

We aim to minimise proof-of-delivery information and avoid capturing unnecessary images of people, neighbouring property, private areas, or unrelated items where practicable.

We may provide necessary delivery information to our staff, delivery drivers, contractors, logistics providers, or service providers so they can complete deliveries, collections, equipment servicing, or customer support.

8. Payments and credit card information

Payment handling may differ depending on how you place an order or manage your account.

Online payments

Online payments made through our website or online store are processed securely by third-party payment providers, such as Shopify Payments, Stripe, PayPal, or other payment gateways that we may use from time to time.

We do not store full usable card details from website checkout transactions on our website.

For online transactions, we may receive and retain limited payment information such as:

• card type;
• last four digits;
• expiry date;
• billing name;
• payment status;
• transaction reference;
• payment token or provider reference;
• payment history;
• refund history;
• fraud or payment verification information.

We use this information for order administration, payment reconciliation, refunds, fraud prevention, customer support, and accounting records.

Phone orders and recurring payment arrangements

Where a customer provides payment details to us directly, such as by phone, email, account setup process, or recurring delivery arrangement, we may collect and store payment details, a payment token, or a card-on-file reference in our authorised payment, accounting, or business systems for the purpose of processing:

• recurring deliveries;
• account payments;
• outstanding invoices;
• failed payments;
• refunds;
• payment updates;
• bottle charges;
• equipment charges;
• other agreed account charges.

We only do this where you have provided payment details to us for that purpose or where a payment authority applies.

Access to payment information is restricted to authorised personnel who need access for legitimate business purposes.

We do not knowingly store card verification codes or values, such as CVV, CVC, or CID, after a transaction has been authorised. PCI guidance says card verification codes should not be stored after authorisation, including for recurring or card-on-file transactions.

Customers may contact us to update, replace, withdraw, or request removal of stored payment details, subject to any legal, accounting, reconciliation, dispute, or legitimate business requirements that apply.

9. Commercial accounts and business customers

If you apply for, use, or manage a commercial, business, government, hospitality, office, retail, petrol station, hotel, or other account, we may collect additional information such as:

• business name;
• ABN or ACN;
• trading name;
• billing contacts;
• authorised representatives;
• site contacts;
• delivery site details;
• account preferences;
• order history;
• delivery schedules;
• invoice and payment history;
• bottle, crate, cooler, dispenser, and equipment records;
• credit or account information where relevant.

If a separate commercial account application, credit application, personal guarantee, equipment hire agreement, PPSR/security documentation, or written contract applies, that document may include additional privacy terms or collection notices relevant to that process.

If we ever collect or disclose consumer credit information or deal with a credit reporting body, we will do so in accordance with any additional legal requirements that apply to credit reporting.

10. Marketing and service communications

We may contact you with:

• order confirmations;
• delivery reminders;
• delivery updates;
• account notices;
• payment reminders;
• refund or credit updates;
• service updates;
• safety notices;
• customer support messages;
• privacy or policy notices;
• occasional offers or updates about our products and services, where permitted.

You can opt out of marketing communications at any time by:

• using the unsubscribe link in an email;
• replying STOP to an SMS where that option is provided;
• contacting us directly by phone or email.

We will take reasonable steps to action unsubscribe requests as required by law. ACMA guidance says commercial electronic messages generally need consent, sender identification, and a functional unsubscribe facility.

Even if you opt out of marketing, we may still send necessary service, delivery, account, safety, payment, legal, or transactional notices.

Where practicable, we keep marketing communications separate from transactional or service communications.

11. Cookies, website data, and browser information

Our website may use cookies and similar technologies to:

• help the website function properly;
• remember shopping cart contents;
• remember customer preferences;
• support checkout and account features;
• improve the customer experience;
• understand basic website traffic;
• identify website errors;
• improve website performance;
• support analytics or advertising tools where enabled.

Cookies are small files stored on your device.

You can disable or manage cookies through your browser settings. Some website features may not work properly if cookies are disabled.

If we use additional analytics, advertising, remarketing, tracking pixels, or similar tools in the future, this Privacy Policy may be updated to explain how those tools are used.

12. Sharing personal information

We may disclose personal information to third parties where reasonably necessary for our business operations, including:

• payment processors;
• banks;
• payment gateways;
• Shopify or other website, ecommerce, checkout, and ordering platforms;
• accounting, bookkeeping, invoicing, and tax providers;
• IT, hosting, cloud storage, cybersecurity, and data storage providers;
• delivery drivers, delivery contractors, and logistics providers;
• SMS, email, phone, and customer communication providers;
• CRM, customer support, and business software providers;
• analytics, advertising, and website performance providers where used;
• fraud-prevention, payment verification, and security providers;
• professional advisers, including accountants, lawyers, insurers, and business advisers;
• debt collection, dispute resolution, or account recovery providers where required;
• government, regulatory, law enforcement, courts, tribunals, or legal bodies where required or authorised by law;
• another party where reasonably necessary in connection with a sale, restructure, merger, transfer, or proposed sale of all or part of our business.

We only provide third parties with the information reasonably necessary for them to perform their services, meet the relevant purpose, or comply with legal requirements.

We expect service providers to handle personal information appropriately and only for authorised purposes.

13. Overseas storage and processing

Some of our service providers may store, access, or process personal information outside Australia.

Depending on the providers and systems we use from time to time, these countries may include, for example, the United States, Canada, and other countries where our ecommerce, payment, cloud, software, messaging, analytics, or support providers operate.

Where personal information is disclosed to or processed by overseas service providers, we take reasonable steps to ensure the information is handled appropriately, subject to the nature of the service and the provider involved.

We may update this Privacy Policy or provide further information if our overseas disclosure practices materially change.

14. Security and storage

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

Depending on the information and system involved, these steps may include:

• restricted staff access;
• individual user access where practicable;
• password protection;
• access controls;
• secure business systems;
• secure payment systems;
• SSL or encrypted website transmission where available;
• payment gateway security for online transactions;
• internal procedures for handling customer account and payment information;
• limiting access to people who need the information for their role;
• staff training and internal privacy expectations;
• service provider controls;
• audit logs or activity records where available;
• procedures for responding to suspected data incidents.

No method of electronic transmission or storage is completely secure. However, we take reasonable steps to protect the personal information we hold.

If you suspect misuse, loss, unauthorised access, or incorrect handling of your personal information, please contact us as soon as possible.

15. Data breaches

If we suspect that a data breach has occurred, we will take reasonable steps to assess, contain, and respond to the incident.

Where required by law, we will notify affected individuals and the Office of the Australian Information Commissioner.

The Notifiable Data Breaches scheme may require notification where there is an eligible data breach that is likely to result in serious harm.

16. Keeping information accurate

We rely on customers and account contacts to provide accurate and up-to-date information.

Please contact us if your name, phone number, email address, billing details, delivery address, access instructions, payment details, site contact details, or account information change.

This helps us avoid missed deliveries, incorrect charges, failed payments, delivery errors, account issues, or service delays.

17. How long we keep personal information

We keep personal information for as long as reasonably necessary for the purposes for which it was collected, including to manage:

• orders;
• deliveries;
• recurring accounts;
• commercial accounts;
• payments;
• refunds;
• credits;
• invoices;
• bottle and equipment records;
• customer service records;
• business records;
• legal obligations;
• accounting, tax, and insurance requirements;
• disputes, complaints, investigations, and fraud prevention.

When personal information is no longer reasonably required, we will take reasonable steps to securely destroy, delete, or de-identify it, unless we are required or permitted by law to keep it.

Delivery access notes, gate codes, proof-of-delivery photos, stored payment authorities, and old account records should only be kept for as long as they are reasonably needed for the relevant operational, account, legal, accounting, dispute, or security purpose.

18. Accessing or correcting your personal information

You may request access to the personal information we hold about you.

You may also ask us to correct personal information that is inaccurate, out of date, incomplete, irrelevant, or misleading.

For security reasons, we may ask you to verify your identity before providing access or making changes.

In some circumstances, we may not be able to provide access to certain information, including where an exception applies under law.

We may charge a reasonable fee for providing access to information where permitted by law, but we will not charge a fee simply for making a correction request.

We aim to respond to access and correction requests within a reasonable time, generally within 30 days where practicable.

To request access or correction, please contact us:

Phone: +61 2 8883 4007
Email: admin@mangrovemtspringwater.com.au

19. Deletion or de-identification requests

You may ask us to delete or de-identify personal information that we no longer need.

We will consider the request and take reasonable steps where appropriate.

However, we may need to retain certain information where required or permitted by law, or where reasonably necessary for:

• accounting and tax records;
• payment reconciliation;
• delivery records;
• fraud prevention;
• dispute handling;
• debt recovery;
• insurance;
• legal obligations;
• business records;
• unresolved complaints;
• equipment, bottle, or account management.

20. Privacy complaints

If you have a question or complaint about how we collect, use, disclose, store, or protect your personal information, please contact us first so we can try to resolve the issue.

Please contact:

Mangrove Mountain Spring Water
Phone: +61 2 8883 4007
Email: admin@mangrovemtspringwater.com.au

Please include enough detail for us to understand and investigate your complaint.

We may ask you to verify your identity or provide further information.

We aim to respond to privacy complaints within a reasonable time, generally within 30 days where practicable.

If you are not satisfied with our response, you may be able to contact the Office of the Australian Information Commissioner.

21. Links to third-party websites

Our website, emails, or messages may contain links to third-party websites, platforms, or services.

We are not responsible for the privacy practices, content, or security of third-party websites or services.

You should review the privacy policy of any third-party website or service you use.

22. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business, website, systems, services, payment methods, providers, legal obligations, or privacy practices.

The updated version will be published on our website with the latest “Last updated” date.

By continuing to use our website, place orders, maintain an account, set up recurring deliveries, or receive deliveries from us after changes are made, you accept the updated Privacy Policy.

23. Contact us

For privacy questions, access requests, correction requests, complaints, or concerns, please contact us:

Mangrove Mountain Spring Water
Phone: +61 2 8883 4007
Email: admin@mangrovemtspringwater.com.au
Website: mangrovemtspringwater.com.au