1. Introduction
This Privacy Policy explains how Marvell Lubricant Pty Ltd ABN 31 657 001 888, trading as Oila and Oil and Grease Centre, collects, uses, stores, protects and discloses personal information.
In this Privacy Policy, “we”, “us”, “our”, “Oila” and “Oil and Grease Centre” refer to Marvell Lubricant Pty Ltd.
We respect your privacy and are committed to handling your personal information in a fair, lawful, secure and transparent way.
This Privacy Policy applies when you use our website, create an account, place an order, request a quote, contact us, subscribe to marketing, interact with our advertisements, or otherwise deal with us.
By using our website or providing personal information to us, you agree that we may collect, use and disclose your personal information in accordance with this Privacy Policy.
2. Australian Privacy Law
We handle personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and other applicable Australian laws.
Personal information means information or an opinion about an identified individual, or an individual who is reasonably identifiable.
Nothing in this Privacy Policy limits any rights you may have under the Privacy Act, the Australian Privacy Principles, the Australian Consumer Law or any other law that cannot be excluded.
3. What Personal Information We Collect
The personal information we collect may include:
- your name;
- business name;
- ABN or business details, where relevant;
- billing address;
- delivery address;
- email address;
- phone number;
- account login details;
- order history;
- product enquiry details;
- payment confirmation details;
- delivery instructions;
- customer service communications;
- marketing preferences;
- website usage information;
- IP address;
- device information;
- browser type;
- location information generated by your device or browser;
- information collected through cookies, tracking pixels and analytics tools.
We do not intentionally collect sensitive information unless it is necessary for a specific purpose and you have consented, or we are required or authorised by law to collect it.
Sensitive information may include information about health, race, ethnicity, political opinions, religious beliefs or other sensitive categories under privacy law. Oila does not normally require sensitive information to sell lubricants, oils, greases, coolants, AdBlue, industrial fluids or related products.
4. How We Collect Personal Information
We may collect personal information when you:
- visit our website;
- create an online account;
- place an order;
- request a quote;
- contact us by phone, email, website form, live chat or social media;
- subscribe to newsletters or marketing;
- enter a promotion or survey;
- request product information, SDS, TDS or technical support;
- make a return, warranty claim, refund request or complaint;
- interact with our online advertisements;
- provide delivery instructions;
- communicate with our staff.
We may also collect information from third parties where lawful and reasonable, including:
- payment processors;
- freight and courier providers;
- suppliers and manufacturers;
- website hosting providers;
- marketing platforms;
- analytics providers;
- fraud prevention or security services;
- business software providers;
- public business registers;
- social media platforms, where you interact with us.
Where practical, we collect personal information directly from you.
5. Why We Collect Personal Information
We collect and use personal information for purposes connected with operating our business, including to:
- process and fulfil orders;
- issue invoices, receipts and refunds;
- arrange delivery and freight;
- communicate about orders, delivery, stock availability or product issues;
- respond to enquiries;
- provide customer support;
- verify payment and reduce fraud risk;
- manage online accounts;
- handle returns, warranty claims, complaints and disputes;
- supply product information, including technical data sheets and safety data sheets;
- improve our website, products, services and customer experience;
- conduct business analytics and reporting;
- manage stock, supplier arrangements and purchasing;
- send marketing communications where permitted;
- personalise website content and advertising;
- comply with legal, tax, accounting, safety and regulatory obligations;
- protect our legal rights and business interests.
6. Payments and Credit Card Information
Payments made through our website are processed by third-party payment providers.
We do not store full credit card numbers on our own systems.
Payment providers may collect and process payment information in accordance with their own privacy policies and security standards.
We may receive limited payment information, such as payment status, transaction reference, payment method, fraud screening result or refund confirmation.
7. Cookies, Analytics and Tracking Technologies
Our website may use cookies, pixels, tags, analytics tools and similar technologies.
These technologies may collect information about:
- pages you visit;
- products you view;
- products added to cart;
- purchases made;
- search terms used;
- time spent on pages;
- referral sources;
- browser and device type;
- IP address;
- approximate location;
- advertisement interactions.
We use this information to operate the website, improve performance, analyse customer behaviour, remember preferences, support checkout functionality, measure advertising performance and provide relevant marketing.
We may use services such as Google Analytics, Google Ads, Meta/Facebook advertising, Klaviyo, BigCommerce, payment platforms, freight systems and other business tools.
You can manage or disable cookies through your browser settings. Some website functions may not work properly if cookies are disabled.
8. Direct Marketing
We may send you marketing emails, SMS messages or other promotional communications where you have consented, where we have a lawful basis to do so, or where permitted by law.
Marketing may include product offers, promotions, new product information, abandoned cart reminders, reorder reminders, business updates and relevant product recommendations.
You may unsubscribe from marketing at any time by using the unsubscribe link in our emails, replying in the manner stated in the message, or contacting us directly.
We will action unsubscribe requests within the timeframe required by law.
Even if you unsubscribe from marketing, we may still send you transactional or service messages, such as order confirmations, invoices, delivery updates, refund notices, account notices, safety notices or product recall communications.
9. Disclosure of Personal Information
We may disclose personal information to third parties where reasonably necessary for our business operations, including:
- courier and freight providers;
- suppliers, distributors and manufacturers;
- payment processors;
- website hosting and e-commerce providers;
- marketing and email service providers;
- IT and cloud service providers;
- analytics and advertising providers;
- accountants, bookkeepers, auditors and legal advisers;
- insurers;
- debt collection agencies, where lawful;
- fraud prevention and security providers;
- government agencies, regulators or law enforcement where required or authorised by law.
We do not sell personal information to third parties.
We only disclose personal information for purposes connected with our business, where you have consented, where you would reasonably expect us to disclose it, or where required or authorised by law.
10. Overseas Disclosure
Some of our service providers may store, process or access personal information outside Australia.
This may occur where we use cloud software, website platforms, email marketing tools, payment processors, analytics services, advertising platforms, customer service tools or freight technology providers.
Countries may include, depending on the provider used from time to time:
- United States;
- United Kingdom;
- New Zealand;
- Canada;
- countries in the European Union;
- other countries where our service providers or their data centres are located.
Where we disclose personal information overseas, we take reasonable steps to ensure that the information is handled securely and in accordance with applicable privacy requirements.
11. Security of Personal Information
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.
Security measures may include:
- secure website technology;
- restricted staff access;
- password-protected systems;
- third-party payment processing;
- encrypted connections where available;
- account access controls;
- data backup and system monitoring;
- staff procedures for handling customer information.
No internet transmission, website, email system or electronic storage method is completely secure. Customers should also take care when using online accounts and should keep passwords confidential.
12. Data Retention
We keep personal information for as long as reasonably required for the purpose for which it was collected, or as required for legal, tax, accounting, warranty, dispute resolution, fraud prevention or business record purposes.
When personal information is no longer required, we will take reasonable steps to destroy, delete or de-identify it, unless we are required or permitted by law to retain it.
13. Accessing and Correcting Your Personal Information
You may request access to personal information we hold about you.
You may also ask us to correct personal information if it is inaccurate, incomplete, out of date or misleading.
To request access or correction, please contact us using the details below.
We may need to verify your identity before providing access or making changes.
In some circumstances, we may refuse access or correction where permitted by law. If we refuse a request, we will provide reasons where required.
14. Account Information
If you have an online account, you should keep your account details, contact details, billing address and delivery address accurate and up to date.
You are responsible for maintaining the confidentiality of your login details.
Please contact us immediately if you believe your account has been accessed without authority.
15. Privacy Complaints
If you have a concern about how we handle your personal information, please contact us first so we can investigate and respond.
Please include:
- your name;
- contact details;
- details of your complaint;
- any relevant order number or communication history.
We will review your complaint and respond within a reasonable time.
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner.
16. Notifiable Data Breaches
If a data breach occurs and we are required by law to notify affected individuals or the Office of the Australian Information Commissioner, we will do so in accordance with the Notifiable Data Breaches scheme.
A data breach may occur where personal information is lost, accessed without authority or disclosed without authority, and the breach is likely to result in serious harm.
17. Third-Party Websites
Our website may contain links to third-party websites, manufacturer websites, supplier websites, payment providers, freight providers or other external services.
We are not responsible for the privacy practices, security or content of third-party websites.
You should review the privacy policy of each third-party website you visit.
18. Children
Our website is intended for customers purchasing automotive, industrial, commercial and workshop products.
We do not knowingly collect personal information from children under 16 years old.
If we become aware that we have collected personal information from a child without appropriate consent, we will take reasonable steps to delete it.
19. Business Customers and Employee Information
Where a business customer provides personal information about its employees, contractors, drivers, purchasing staff or site contacts, the business customer must ensure that it has authority to provide that information to us.
We will use that information for order processing, delivery, customer service, account management and related business purposes.
Employee records of our own employees may be handled under separate employment and workplace laws.
20. Changes to this Privacy Policy
We may update this Privacy Policy from time to time.
The updated version will be published on our website and will apply from the date it is posted, unless stated otherwise.
You should review this Privacy Policy periodically to stay informed about how we handle personal information.
21. Contact Us
Oil and Grease Centre
ABN 31 657 001 888
3/50 Barry Street
Bayswater VIC 3153
Australia
Email: info@oila.com.au
You may also contact us through the contact form or contact details displayed on our website.