Privacy Policy

Andes Pacific Pty Ltd respects your privacy and is committed to handling personal information in an open and transparent way. This Privacy Policy explains how Andes Pacific Pty Ltd ACN 696 296 081 (Andes, we, us or our) collects, holds, uses and discloses personal information in connection with our website, enquiries, orders, deliveries, warranty claims, customer support, marketing and related business activities.

This Privacy Policy is intended to support compliance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) where they apply. The Privacy Act is the principal Australian law regulating the handling of personal information, and APP 1 requires an up-to-date and clearly expressed privacy policy.

1. What personal information we collect

We may collect personal information that is reasonably necessary for our functions and activities, including:

  • name;
  • email address;
  • telephone number;
  • billing and delivery address;
  • company name and ABN, where relevant;
  • order details and transaction history;
  • payment-related information required to process purchases, although full card details are generally handled by third-party payment providers;
  • product preferences, quotation requests and enquiry details;
  • installation, delivery and site-access information;
  • warranty, service and support records;
  • photographs, videos and other information you provide in connection with delivery, installation, warranty or support;
  • marketing preferences;
  • technical website usage information such as IP address, browser type, device information, referring pages and interactions with our website; and
  • any other personal information you provide to us directly or through our service providers.

We do not seek to collect sensitive information unless it is reasonably necessary and you consent, or the collection is otherwise permitted by law. Sensitive information has a higher protection standard under the APPs.

2. How we collect personal information

We may collect personal information:

  • directly from you when you submit an enquiry, request a quote, place an order, register interest, sign up for updates, contact customer support, make a warranty claim or otherwise communicate with us;
  • when you visit or interact with our website, including through cookies, analytics tools and similar technologies;
  • from third parties acting on your behalf, such as family members, builders, electricians, landscapers, designers, freight providers or agents;
  • from payment processors, finance providers, installers, carriers, service providers and other business partners involved in supplying products or services to you;
  • from publicly available sources where lawful and relevant; and
  • from credit reporting or commercial information providers where permitted and reasonably necessary for credit or fraud-prevention purposes.

If we receive unsolicited personal information, we may keep, destroy or de-identify it as required by law. APP 4 deals with how entities handle unsolicited personal information.​

3. Why we collect, hold, use and disclose personal information

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

  • responding to enquiries and providing quotations;
  • processing orders, payments, dispatch, delivery and collections;
  • coordinating installations, servicing, warranty claims and after-sales support;
  • communicating with you about your order, lead time, freight, product care, maintenance and service needs;
  • verifying identity and preventing fraud;
  • maintaining customer records and internal administration;
  • improving our products, services, website functionality and customer experience;
  • marketing our products, events, exhibitions and promotions where permitted by law;
  • complying with legal obligations, dispute resolution, insurance and regulatory requirements; and
  • protecting our legal rights and enforcing our terms and conditions.

Under APP 6, personal information can generally only be used or disclosed for the purpose for which it was collected unless an exception applies.​

4. Direct marketing

We may use your personal information to send you updates about Andes products, launches, events, exhibitions, offers and related news where permitted by law. APP 7 regulates the use and disclosure of personal information for direct marketing.​

You may opt out of marketing communications at any time by using the unsubscribe link in the communication or by contacting us using the details below. We will take reasonable steps to give effect to your request.​

5. Cookies and website analytics

Our website may use cookies, pixels, analytics tools and similar technologies to understand website traffic, improve performance, personalise content and support advertising activities. Privacy policies should explain how personal information is handled in connection with online activity where relevant to the entity’s practices.

These technologies may collect information such as your IP address, browser type, device type, pages visited, session duration and referring website. You can often control cookies through your browser settings, although disabling cookies may affect website functionality.

6. Disclosure of personal information

We may disclose personal information to:

  • our employees, contractors and related entities;
  • payment processors and finance providers;
  • freight, warehousing, logistics and installation providers;
  • software, cloud, CRM, email, analytics and website service providers;
  • warranty, repair, maintenance and support providers;
  • insurers, legal advisers, accountants and professional advisers;
  • debt recovery agencies or credit providers where reasonably necessary;
  • regulators, government agencies, courts or tribunals where required or authorised by law; and
  • other third parties where you have consented or where disclosure is otherwise permitted by law.

APP 8 deals with cross-border disclosure of personal information, and APP policies should explain whether overseas disclosure is likely.

7. Overseas disclosure

Some of our service providers, software providers or technology partners may store or process personal information outside Australia, including through cloud-based systems. Where overseas disclosure is likely, APP 1.4 requires this to be addressed in the privacy policy.

Where reasonable in the circumstances, we will take steps to ensure overseas recipients handle personal information consistently with applicable privacy obligations. However, overseas entities may be subject to foreign laws and may not always be directly subject to the Privacy Act.​

8. Storage and security

We take reasonable steps to protect the personal information we hold from misuse, interference, loss, unauthorised access, modification and disclosure. APP 11 requires reasonable steps to protect personal information and, in some circumstances, to destroy or de-identify it when no longer needed.​

These steps may include secure digital systems, access controls, password protection, staff and contractor access restrictions, platform security measures and secure document handling practices. No method of transmission over the internet or method of electronic storage is completely secure, so we cannot guarantee absolute security.

9. Access and correction

You may request access to personal information we hold about you, and you may request correction of information that is inaccurate, out of date, incomplete, irrelevant or misleading. APP 12 and APP 13 govern access and correction rights.

To make a request, please contact us using the contact details below. We may need to verify your identity before processing your request, and we may refuse access or correction in limited circumstances permitted by law.​

10. Anonymity and pseudonyms

Where lawful and practicable, you may have the option of dealing with us anonymously or by using a pseudonym, for example when making a general enquiry. APP 2 recognises this right, subject to exceptions where identification is required or authorised by law, or where it is impracticable for the entity to deal with you that way.​

In many cases, however, we will need your real identity and contact details in order to supply products or services, arrange delivery, process payments, manage warranties or comply with legal obligations.

11. Complaints

If you believe we have mishandled your personal information, you may make a privacy complaint by contacting us using the details below. APP privacy policies should explain how an individual may complain and how the entity will deal with the complaint.

We will review your complaint and respond within a reasonable period. If you are not satisfied with our response, you may be able to lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

12. Contact details

For privacy enquiries, access or correction requests, or complaints, please contact:

Andes Pacific Pty Ltd
ACN: 696 296 081
Email: contact@andeshottubs.com.au

13. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements or business operations. APP 1 requires privacy policies to be up to date.

The latest version will be published on our website with the effective date shown below.

Effective date: 26 May 2026