This policy applies to all MAD Design brands, including EcoSmart Fire, Blinde Design, Heatscope and e-NRG.

At MAD Design Australia Pty Ltd (“MAD Australia”, “we”, “us”), privacy means being fair, clear and transparent about how personal information is used. This Privacy Policy explains what personal information we collect, how we use it, who we share it with, how long we keep it, and the rights you have under the Privacy Act 1988 (Cth), the Australian Privacy Principles and other applicable Australian laws.

This Policy applies to the Australian websites, online stores, business portals and customer-support channels operated by MAD Australia.

Who we are

MAD Design Australia Pty Ltd is responsible for the personal information collected through our Australian websites and support channels. That means we are responsible for deciding how and why your personal information is used.

MAD Design Australia Pty Ltd

ABN 83 117 378 917

In some cases, we work with other MAD Design Group companies, distributors and trusted service providers to help us run our business. Where we do this, we require appropriate safeguards and protections.

What we collect

Depending on how you interact with us, we may collect the following categories of personal information:

• Identity information – such as your name, email address, username and password.
• Company information – such as your company name, company type and job role.
• Contact information – such as your phone number, billing address, shipping address and email address.
• Location information – such as your country or approximate location based on your IP address.
• Device and usage information – such as your IP address, browser type, device type, operating system, pages viewed, referral URL, timestamps and session duration.
• Purchase and account information – such as order details, cart contents, delivery details, purchase history, returns and warranty records.
• Communication information – such as emails, support tickets, chat transcripts, callbacks and feedback notes.
• Behavioural and preference information – such as browsing behaviour, shopping preferences, newsletter preferences and cart-abandonment activity.

Payment card information is handled by our payment providers. We do not store full card numbers or security codes in our own systems.

We may also create aggregated or de-identified information for analytics, reporting and service improvement where that information no longer identifies you.

How we use your information

We use personal information to run our Australian websites and business, provide products and services, support customers, improve our services, and meet our legal obligations.

This includes using personal information to:

• process and deliver orders;
• manage returns, warranties and customer support;
• maintain accounts, trade access and business relationships;
• send service messages such as order confirmations and delivery updates;
• send marketing communications where permitted by law;
• improve our websites, content, products and marketing;
• understand how people use our websites;
• detect fraud, abuse, suspicious activity and security issues; and
• comply with tax, accounting, product-safety, consumer-protection and other legal obligations.

Australian privacy principles

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

This means we aim to:

• manage personal information in an open and transparent way;
• collect personal information only where it is reasonably necessary for our functions and activities;
• explain the purposes for which personal information is collected and how it may be used or disclosed;
• keep personal information accurate, up to date and complete;
• protect personal information against misuse, interference, loss, unauthorised access, modification and disclosure; and
• provide ways for you to access and correct your personal information and to make a complaint about how we handle it.

For marketing emails and other commercial electronic messages, we comply with applicable Australian spam laws. This generally means we obtain consent where required, identify ourselves clearly, provide contact details and include a functional unsubscribe option in each marketing message.

You can withdraw your consent to marketing at any time.

Cookies and similar technologies

We use cookies and similar technologies to keep our websites working, remember preferences, understand how our websites are used, measure performance, and support analytics and marketing activities.

These technologies may collect information such as pages visited, clicks, scrolling behaviour, browser and device details, approximate location and referral information.

We use third-party analytics and advertising services, including Google Analytics, Google Ads and Meta, to understand how our websites are used and to deliver and measure advertising. These providers may collect identifiers and browsing activity through cookies, pixels and similar technologies.

Where required, we use non-essential cookies and similar technologies with your consent through our cookie banner or consent-management tools. More information is available in our Cookie Policy.

You can manage cookies through your browser settings and, where available, our cookie-preference tools. You can also manage personalised advertising through Google's advertising settings and Meta's advertising preferences.

AI-assisted chat and support

We use chat and support tools, including Intercom and Fin AI, to help answer common questions and support customers more efficiently.

When you use our chat tool, you may be interacting with an AI assistant. The AI assistant may summarise your messages, suggest answers and help direct your enquiry to the right team. You can ask to speak to a human at any time.

Where a proposed outcome could materially affect you, such as a refund, cancellation or warranty decision, a human team member reviews and confirms the outcome before it is communicated or applied.

Intercom workspace data, including contacts and conversations, is retained while the workspace remains active unless deleted by us through the platform's tools. The AI assistant's internal memory may retain recent messages and summaries for a limited period, after which that memory is automatically cleared.

We do not use AI to make solely automated decisions that produce legal effects or similarly significant effects on you without meaningful human involvement.

Who we share information with

We do not sell your personal information.

We may share personal information with:

• other MAD Design Group companies, where needed for support, logistics, operations or customer service;
• service providers who support hosting, payments, communications, analytics, logistics, consent management, marketing and customer support;
• professional advisers such as lawyers, auditors and insurers;
• regulators, courts, authorities or law-enforcement bodies where required by law or necessary to protect our rights or legal interests; and
• prospective buyers or advisers in connection with a sale, merger or restructuring of the business.

We may also share aggregated or de-identified information that does not identify you with third parties for analytics, research and service improvement.

When we disclose personal information to service providers or related entities, we require appropriate safeguards and restrict use of the information to specified purposes.

Overseas disclosures

We use service providers that may store or process personal information outside Australia, including Intercom in the United States. Other MAD Design Group companies and service providers may also be located outside Australia.

When personal information is transferred outside Australia, it may be subject to the laws of the country where it is held or processed, including access by foreign courts, law-enforcement and government authorities.

We take reasonable steps to require overseas recipients to protect personal information and to use it only for the purposes described in this Privacy Policy or as required by law.

How long we keep information

We keep personal information only for as long as necessary for the purposes described in this Privacy Policy or as required by law.

In practice, this means:

• order, tax, warranty and product-safety records may be kept for the relevant legal retention periods;
• support records are kept for a shorter operational period unless they are needed for legal or complaint-handling reasons;
• marketing and consent records are kept for as long as needed to show compliance and manage opt-outs; and
• analytics data is kept only for the minimum period reasonably necessary.

When personal information is no longer needed, we delete, destroy or de-identify it unless we are legally required or permitted to keep it.

Your rights

Subject to Australian privacy law, you may have the right to:

• access personal information we hold about you;
• request correction of personal information that is inaccurate, incomplete, out of date, irrelevant or misleading; and
• make a complaint about how we handle your personal information.

You can also opt out of marketing communications at any time by using the unsubscribe link in a marketing message or by contacting us.

We may need to verify your identity before acting on an access, correction or other privacy request. We will review your request and respond within a reasonable period.

If you are not satisfied with our response or how we handle your personal information, you may be able to lodge a complaint with the Office of the Australian Information Commissioner.

Security

We use appropriate technical, organisational and physical measures to protect personal information against accidental or unlawful loss, destruction, alteration, unauthorised disclosure or access.

However, no website, platform or online service can ever be completely secure, and using the internet always involves some level of risk.

If an eligible data breach occurs that is likely to result in serious harm and cannot be remedied, we will notify affected individuals and the Office of the Australian Information Commissioner as required by Australia's Notifiable Data Breaches scheme.

Contact us

If you have questions, concerns or requests about this Privacy Policy or your personal information, please contact:

MAD Design Australia Pty Ltd

Attn: Privacy Team

Email: info@mad-australia.com

Address: 1583 Peats Ridge Road, Peats Ridge NSW 2250, Australia

Phone: (02) 9997 3050

For account-specific requests, including access or correction, you may also contact our customer-service team using the contact details on our Australian websites.