Highgate House ("Highgate House", "we", "our" or "us") is committed to protecting your privacy and handling your personal information responsibly. This Privacy Policy explains how we collect, use, disclose and store your personal information when you visit our website, shop with us online or in-store, contact us, or otherwise interact with our business.

By using our website or providing us with your personal information, you agree to the practices described in this Privacy Policy.

What Personal Information We Collect

Depending on how you interact with us, we may collect personal information including:

• Your name
• Postal and delivery address
• Billing address
• Email address
• Telephone number
• Purchase and order history
• Delivery instructions
• Customer service enquiries and correspondence
• Product reviews of feedback you choose to provide
• Marketing preferences
• Information relating to returns, exchanges or warranty claims

When you visit our website, we may also automatically collect information such as:

• IP address
• Browser type and version
• Device information
• Time zone
• Pages viewed
• Products viewed
• Referring websites or search terms
• Website usage information through cookies and similar technologies

Payment information is securely processed by our payment providers. Highgate House does not store your full credit card details.

AI Room Visualiser

We may collect photographs or images that you voluntarily upload when using our AI Room Visualiser. These images may contain information about your room, its contents and, if included in the image, information that could identify individuals. Please do not upload images containing children, identifiable individuals, personal documents or other sensitive personal information.

How We Collect Your Information

We collect personal information when you:

• Place an order online or in-store
• Contact us by phone, email or through our website
• Subscribe to our newsletter or marketing communications
• Request a quote or product information
• Participate in promotions or competitions
• Visit and browse our website
• Interact with us through social media

Why We Collect Your Information

We use your personal information to:

• Process and fulfil your orders
• Arrange delivery of purchases
• Process payments
• Provide customer support
• Manage returns, exchanges and warranty claims
• Communicate with you about your order
• Improve our products, services and website
• Detect and prevent fraud or misuse
• Meet our legal and regulatory obligations
• Send marketing communications where you have chosen to receive them
• To provide AI-powered room visualisations when you choose to use our AI Room Visualiser.
  
  

You may unsubscribe from marketing emails at any time by clicking the unsubscribe link included in our emails or by contacting us.

Cookies & Website Analytics

Our website uses cookies and similar technologies to improve your browsing experience, remember your preferences, understand how visitors use our website and help us improve our services.

We use website analytics and advertising tools, including Shopify Analytics, Google Analytics, Meta Pixel and Microsoft Clarity, to understand website traffic and interactions, improve our website and measure the effectiveness of our marketing.

Microsoft Clarity helps us understand how visitors interact with our website through tools such as behavioural metrics, heatmaps and session recordings. Website usage information may be collected using cookies and similar technologies. We use this information to better understand how customers navigate and interact with our website and to identify opportunities to improve the online shopping experience.

Information collected through Microsoft Clarity may be processed by Microsoft. For more information about how Microsoft collects and uses information, please see the Microsoft Privacy Statement.

Most web browsers allow you to manage or disable cookies through your browser settings. Where applicable, you can also manage your cookie preferences through our website's cookie consent tools. Please note that disabling certain cookies may affect the functionality of our website.

Sharing Your Personal Information

We may share your personal information with trusted third parties where necessary to operate our business, including:

• Shopify, which powers our online store
• Payment service providers
• Freight and delivery companies
• IT and website service providers
• Marketing and email service providers
• Professional advisers such as accountants, auditors and legal advisers
• HomeVisioner, which provides our AI Room Visualiser and processes uploaded images to generate requested visualisations.
• Government authorities where required by law

We only disclose personal information where it is reasonably necessary for the purposes described in this Privacy Policy or where required or authorised by law.

Some third-party service providers may process personal information outside Australia. Where this occurs, we take reasonable steps to ensure that the handling of personal information complies with applicable privacy laws.

Security Of Your Information

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

While we use appropriate security measures, no method of transmitting information over the internet or storing electronic information is completely secure. For this reason, we cannot guarantee absolute security.

Accessing or Correcting Your Information

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

To make a request, please contact us using the details below.

Email: customercare@highgatehouse.com.au

How Long We Keep Your Information

We retain personal information for as long as reasonably necessary to provide our services, maintain business records, comply with legal obligations, resolve disputes and enforce our agreements.

When personal information is no longer required, we will take reasonable steps to securely destroy or de-identify it where appropriate.

Images uploaded to the AI Room Visualiser and AI-generated visualisations are retained by HomeVisioner for up to 30 days and are then automatically deleted, subject to the exceptions described in the HomeVisioner Privacy Policy.

AI Room Visualiser

Our website may offer an AI-powered Room Visualiser that allows you to upload a photograph of a room and generate a visualisation featuring selected Highgate House products.When you use this feature, your uploaded room image and relevant product information are processed by our third-party AI visualisation provider, HomeVisioner, to provide the requested visualisation. HomeVisioner states that uploaded room images and generated visualisations are not used to train AI models. Images and generated visualisations are retained for up to 30 days and are then automatically deleted, subject to the exceptions set out in the HomeVisioner Privacy Policy. HomeVisioner uses third-party service providers, including Google Cloud and Google AI services, for AI processing and related infrastructure. Some processing may therefore occur outside Australia. Generated visualisations may be accessible to authorised Highgate House users where necessary to operate the Room Visualiser and provide customer support. For further information about how HomeVisioner processes personal information, please see the [HomeVisioner Privacy Policy].

Privacy Complaints

If you have a question or complaint about how we handle your personal information, please contact us using the details below.

We will investigate your complaint and aim to respond within a reasonable timeframe.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

customercare@highgatehouse.com.au

Changes To This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business practices or legal obligations.

The latest version will always be available on our website and will include the date it was last updated.

Contact Us

If you have any questions about this Privacy Policy or the personal information we hold about you, please contact us:

Highgate House

Email: customercare@highgatehouse.com.au

Phone: 07 3065 9000