How we collect, use and protect your personal information
Custom Cover Company (ABN available on request) is a division of Caruso Consulting Co Ltd. We operate the website customcover.net.au and provide custom-made covers and related products to customers throughout Australia.
This Privacy Policy explains how we collect, use, disclose and protect your personal information when you visit our website, place an order, or otherwise interact with us. It applies to all personal information we handle about individuals, whether collected online or offline.
We are committed to handling your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) contained within it.
Effective date: 1 January 2025.
By using our website or placing an order with us, you agree to the collection and use of your information as described in this policy. If you do not agree, please do not use our website or services.
We collect personal information that is necessary to provide our products and services to you. The types of information we collect include the following.
When you place an order, create an account, or contact us, we collect:
All payment transactions are processed securely through Stripe, a PCI-DSS compliant payment processor. We do not receive, store, or have access to your full card number, CVV, or other sensitive payment credentials. Stripe handles all card data on our behalf. You can review Stripe's privacy practices at stripe.com/au/privacy.
Because our products are custom-made to your specifications, we collect the measurements and product details you submit through our order form. This may include dimensions, fabric preferences, vehicle or equipment details, and any special instructions you provide. This information is essential to manufacturing your order correctly and is retained as part of your order record.
When you visit our website, we automatically collect certain technical information, including:
This data is collected through analytics tools and helps us understand how visitors use our site so we can improve the experience. It is not used to identify you personally unless combined with other information you have provided.
We use cookies and similar tracking technologies on our website. Cookies are small text files stored on your device when you visit a website. We use both session cookies (which expire when you close your browser) and persistent cookies (which remain on your device for a set period). For full details, see the Cookies section below.
We use the personal information we collect for the following purposes.
Your contact details, delivery address, and measurement data are used to process your order, manufacture your custom product, arrange shipping, and communicate order updates to you. This is the primary reason we collect personal information and forms the basis of our contractual relationship with you.
We use your contact information to respond to enquiries, resolve issues, handle returns or complaints, and provide after-sales support.
With your consent, we may send you promotional emails, product updates, and special offers. You can withdraw your consent at any time by clicking the unsubscribe link in any email we send, or by contacting us directly. Opting out of marketing will not affect the transactional communications you receive about your orders.
We analyse usage data to understand how visitors find and interact with our website, which pages are most useful, and where we can improve the user experience. This helps us make better decisions about our website content, navigation, and product offerings.
We may use or disclose your information where required by law, in response to a lawful request from a government authority or court, or to protect our legal rights and interests.
We use several categories of cookies and tracking technologies on our website.
These cookies are strictly necessary for the website to function. They include cookies that maintain your shopping cart between pages, manage your session while you are logged in, and remember your cookie preferences. You cannot opt out of essential cookies without significantly affecting how the site works.
We use Google Analytics to collect aggregated data about how visitors use our website. Google Analytics uses cookies to track page views, session duration, traffic sources, and user behaviour flows. This data is processed by Google and is subject to Google's Privacy Policy. The data collected is anonymised where possible and is not used to identify individuals.
We use advertising pixels from Meta (Facebook and Instagram) and Google Ads to measure the effectiveness of our advertising campaigns and to show relevant ads to people who have previously visited our website. These pixels may set cookies on your device when you visit our site.
You can control cookies through your browser settings. Most browsers allow you to refuse new cookies, delete existing cookies, or be notified when a new cookie is set. Note that disabling certain cookies may affect the functionality of our website.
To opt out of Google Analytics tracking specifically, you can install the Google Analytics Opt-out Browser Add-on.
To opt out of Meta personalised advertising, visit your Facebook Ad Preferences page.
To opt out of Google personalised advertising, visit Google Ads Settings.
You can also visit youronlinechoices.com.au for additional options to manage behavioural advertising preferences.
We work with a number of trusted third-party service providers to operate our business. Each of these providers may process some of your personal information as part of the service they provide to us.
Stripe processes all card payments made on our website. Your payment data is transmitted directly to Stripe and is not stored on our servers. Stripe is certified to PCI Service Provider Level 1, the most stringent level of certification available. For more information, visit stripe.com/au/privacy.
We use ActiveCampaign to manage our email marketing list and send marketing communications to subscribers. If you opt in to receive marketing emails, your name and email address are stored in ActiveCampaign. You can unsubscribe at any time via the link in any email. ActiveCampaign's privacy practices are described at activecampaign.com/legal/privacy-policy.
Google Analytics collects anonymous usage data from our website as described in the Cookies section above. Data is processed by Google LLC. For details, see policies.google.com/privacy.
We use the Meta Pixel for advertising measurement and retargeting. Meta may collect data about your visit to our site and use it to show you relevant advertisements on Facebook and Instagram. Meta's privacy practices are described at facebook.com/privacy/policy.
Our website is hosted on Vercel's infrastructure. Vercel may process technical data such as server logs and IP addresses as part of providing hosting services. Vercel's privacy practices are described at vercel.com/legal/privacy-policy.
We do not sell, rent, or trade your personal information to third parties for their own marketing purposes.
We share personal information only in the following circumstances:
We retain your personal information only for as long as necessary to fulfil the purposes for which it was collected, or as required by law.
When personal information is no longer required, we take reasonable steps to destroy or de-identify it securely.
Under the Privacy Act 1988 (Cth) and the Australian Privacy Principles, you have a number of rights in relation to your personal information.
You have the right to request access to the personal information we hold about you. We will respond to access requests within 30 days. In some cases, we may charge a reasonable fee for providing access where the request is complex or requires significant resources. We will advise you of any fee before proceeding.
If you believe that any personal information we hold about you is inaccurate, out of date, incomplete, or misleading, you can ask us to correct it. We will take reasonable steps to correct the information promptly.
You may request that we delete your personal information. We will comply with deletion requests where there is no overriding legal or business reason to retain the information. Please note that we are required by law to retain certain records (such as financial transaction records) for specified periods and cannot delete these on request.
If you believe we have mishandled your personal information or breached the Australian Privacy Principles, you are entitled to make a complaint. Please contact us in the first instance (see the Contact section below) so we have the opportunity to investigate and resolve the matter. We will acknowledge receipt of your complaint within 5 business days and aim to resolve it within 30 days.
If you are not satisfied with our response, you may escalate your complaint to the Office of the Australian Information Commissioner (OAIC):
To exercise any of the rights described above, please contact us at theteam@customersupport.care. Please include your full name, email address, and a description of your request so we can locate your records and respond efficiently. We may need to verify your identity before processing your request.
Caruso Consulting Co Ltd, the parent company of Custom Cover Company, has operations in Thailand. As a result, some of your personal information may be accessed by or transferred to staff or systems located in Thailand for the purposes of order processing, customer support, or business administration.
Where personal information is transferred internationally, we take steps to ensure it is protected by appropriate safeguards equivalent to the protections afforded under Australian law. This includes ensuring that overseas recipients are subject to privacy obligations or contractual requirements consistent with the Australian Privacy Principles.
Some of our third-party service providers (such as Google, Meta, and ActiveCampaign) may also store or process data in countries outside Australia, including the United States. These providers are subject to their own privacy policies and applicable data protection laws in their respective jurisdictions.
We may update this Privacy Policy from time to time to reflect changes in our practices, the law, or our services. When we make changes, we will update the effective date at the top of this page. If the changes are significant, we will take additional steps to notify you, such as sending an email to customers or displaying a prominent notice on our website.
We encourage you to review this policy periodically to stay informed about how we are protecting your information. Your continued use of our website after any changes to this policy constitutes your acceptance of the updated terms.
If you have any questions about this Privacy Policy, want to exercise your privacy rights, or wish to make a complaint, please contact us using the details below.
We aim to respond to all privacy enquiries within 5 business days.