Privacy Policy

1.1 Everything Caravan & Camping Pty Ltd (ABN 85 664 582 932) trading as RVonline.com.au ("ECCPL”, "we”, “our” or ”us”) recognise that your privacy is very important and we are committed to protecting your personal information. The Privacy Act 1988 (Cth) (“Privacy Act”) and the Australian Privacy Principles (“APPs”) govern the way in which we treat your personal information.

1.2 This Privacy Policy ("Policy”) provides an outline of how we collect, use, hold, disclose and otherwise manage personal information regarding individuals ("you” or “your”) in connection with the RV Online business (“RV Online”), including individuals who visit or make a purchase from rvonline.com.au (the “Site”) or are members of our RVO Nation rewards program as may be amended or renamed from time to time (“RVO Nation”).

1.3 This Policy has been prepared in accordance with the Privacy Act and in this Policy “personal information” has the meaning given in the Privacy Act (which broadly means that in this Policy personal information means any information or opinion about an identified individual or an individual who is reasonably identifiable by us from the information we have access to).

1.4 This Policy applies to any personal information and any other information we collect and/or hold about you in connection with the RV Online business. This Policy does not apply to any other business conducted or website operated by ECCPL.

1.5 By giving your personal information to us, or by visiting or using the Site, opening a RV Online shopping account, submitting and order to us, transacting or making a purchase with us or registering as a member of or participating in RVO Nation, you agree to ECCPL dealing with your personal information in accordance with this Policy (as may be varied from time to time) and you consent to our collection, holding, use and disclosure of your personal information in accordance with this Policy and any other arrangements that apply between you and us.

1.6 We reserve the right to change this Policy from time to time as described in section 13 below. Any updates of this Policy can be accessed via the Site and will apply to any personal information and any other information we collect and/or hold about you. You should check the Site regularly to ensure that you are aware of our current Privacy Policy.

2.1 When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, the click throughs you make and the additions you make to the shopping cart, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”. This may include device ID, device type, geo-location information, computer and connection information, statistics on page views, traffic to and from the sites, ad data, and standard web log information.

2.2 Additionally, when you interact with us (for example, by making a purchase or you attempt to make a purchase through the Site or you join RVO Nation or attempt to join), we collect certain information about you. We refer to this information as “Customer Information”.

2.3 The types of Customer Information (including personal information) that we collect and hold will vary depending on your dealings with us and may include any or all of the following:

(a)             Your name, address (including residential and postal), email address, phone number(s) and other contact details;

(b)             Date of birth;

(c)             Account access passwords;

(d)             Payment information (such as credit card information). In relation to the credit card number, we only retain the last 4 digits of the credit card number;

(e)             Your billing address and/or shipping address;

(f)              Device Information related to you;

(g)             Details of the orders you have submitted to and the purchases you have made from RV Online for products and/or services;

(h)             Details of the products and services we have provided to you or that you have enquired about or that you have returned, including any additional information necessary to deliver those products and services and respond to your enquiries;

(i)               Details of the click throughs you make, the additions you make to the shopping cart and your purchase conversion data;

(j)               Any additional information relating to you that you provide to us through the Site or through your use of the Site;

(k)             Information you provide to us through customer surveys or for customer service purposes;

(l)               Your RV Online shopping account details and details of your purchases and transactions with us including the form of payment used and details relating to your use of our products, services or benefits;

(m)           Information relating to your application to register for or your registration as a member of RVO Nation, or your participation in and benefits under RVO Nation;

(n)             Your RVO Nation membership details, including your personal details, preferences, tier, registered email address and password, as well as your rewards choices and redemptions;

(o)             Details of benefits provided to you (through RVO Nation or otherwise) including discount voucher details and unique codes;

(p)             Customer feedback, ratings and reviews (including any videos and photos submitted);

(q)             Demographic information and engagement data from online platforms such as Facebook;

(r)              Other personal information you provide us from time to time; and

(s)             Other personal information required to provide our services or to facilitate your dealings with us or to verify your identity.

2.4 When we talk about “personal information” in this Privacy Policy, we are talking about personal information as defined in the Privacy Act including Device Information and Customer Information.

2.5 From time to time, you may provide us with, and we may collect from you, personal information of a third party (for example, for delivery purposes). Where you provide the personal information of a third party, it is your responsibility to ensure that those third parties have authorised you to provide that information to us and are aware of this Privacy Policy, understand it and have accepted it and given the consents set out in it. When you provide the personal information of a third party to us, you confirm you have the third party’s consent to do so and for us to use that information for the purposes that you provide it to us.

2.6 When you transact with us we keep a record of that transaction and any other transaction we can identify as related to you, including when you transact with us online as a “Guest”.

2.7 If you are 15 years old or older, we assume that you have the capacity to understand the contents of this Policy and provide the consents set out in this Policy.

2.8 You do not have to provide us with any personal information, however if you do not do so:

(a)             we may not be able to provide you with the products or services you have requested; and

(b)             you may not be able to join or participate in or receive any or some of the benefits of RVO Nation.

3.1 We collect Device Information using the following technologies:

- “Cookies” which are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, please visit All About Cookies. 

- “Log files” which track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.

- “Web beacons”, “tags”, and “pixels” which are electronic files used to record information about how you browse the Site.

3.2 Generally, we collect Customer Information and other personal information directly from you, such as:

(a)             When you transact with us, including when you order or purchase goods or services or contact customer service;

(b)             When you submit information or interact with us, including through the Site or via our social media sites;

(c)             When you make a payment to us or we make a payment to you;

(d)             When you join or register as a member of RVO Nation (or you apply to do so);

(e)             When you participate in RVO Nation (including by earning or redeeming points or other benefits provided under the program or otherwise interacting or transacting with RVO Nation);

(f)              When you open a RV Online shopping account with us or sign up to receive our marketing campaigns or subscribe to our mailing list;

(g)             When you enter into a promotion conducted by us or a third party;

(h)             When you complete a survey or provide customer feedback;

(i)               In the course of us providing you with a requested product, service or benefit; or

(j)               When you have other dealings with us or otherwise supply any information to us or communicate with us.

3.3 We also collect personal information about you from:

(a)             Marketplaces and aggregator channels where RV Online sells its products and services (like eBay or Amazon). “Marketplaces” means multi-vendor platforms where sellers can sell their products, and the marketplace owner earns a commission from each sale. For the avoidance of doubt, Marketplaces includes the ‘Everything Caravan & Camping’ marketplace and website;

(b)             Third parties who supply goods or services to you through or in connection with our business;

(c)             Third parties through whom we advertise or sell our products and services; and

(d)             Third parties who supply goods or services to us (for example, Shopify which processes purchase transactions on the Site and Yotpo which processes RVO Nation transactions).

3.4 In addition, when you apply for a job or position with us we may collect certain information from you (including your name, contact details, working history and relevant records checks) or from any recruitment consultant, your previous employers and others who may be able to provide information to us to assist in our decision on whether or not to make you an offer of employment or engage you under a contract. This Privacy Policy does not apply to acts and practices in relation to employee records of our current and former employees, which are exempt from the Privacy Act.

4.1 We use the personal information we collect about you (including the Customer Information and Device Information that we collect) generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations).

4.2 Additionally, we may collect, hold, use or disclose your personal information for the following purposes:

(a)             To communicate with you and to establish and maintain our RV Online customer relationship with you;

(b)             To screen our orders for potential risk or fraud;

(c)             To provide you with information, marketing, promotional material and advertising (including direct marketing, tailored emails and SMS messages, personalised website experiences, advertising on websites and social media, and targeted or re-targeted advertising) relating to our products or services or that we otherwise think you might be interested in, in line with the preferences you have shared with us;

(d)             To process payments, purchase transactions and product returns and refunds;

(e)             To allow you to use and access the Site and/or our services and social media;

(f)              To administer your RV Online shopping account;

(g)             To administer and provide you with the benefits of RVO Nation including providing reward notifications and RVO Nation member communications;

(h)             To register you for events and/or promotions;

(i)               To assist us to make our services and products more valuable or useful to you;

(j)               To manage your account, facilitate your dealings with us or to verify your identity;

(k)             To operate, protect, improve and optimise the RV Online business, the Site and RVO Nation, including inventory management;

(l)               To carry out quality control and research, and to conduct surveys;

(m)           To create customer segments and analytics for personalised marketing;

(n)             To track and measure marketing and advertising effectiveness and to develop and use customer and campaign analytics;

(o)             To develop and use anonymised customer insights so that we can better understand customer preferences;

(p)             For customer service purposes and to answer any inquiry or complaint you make;

(q)             To comply with our legal obligations, enforce our rights or resolve disputes; or

(r)              For any other purposes disclosed at the time of collection or otherwise set out in this Policy or in other arrangements that apply between you and us.

4.3 We also use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize the Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

4.4 We may also use your personal information for any other purpose permitted or required by law, including reporting transactions to government or regulatory agencies if required by law.

5.1 We will use and disclose your personal information to send direct marketing and/or provide advertising to you.

5.2 The direct marketing may relate to:

(a)             Our products and services (including RVO Nation and the benefits it offers);

(b)             The products and services of other parties or our suppliers; or

(c)             Promotions run by us or other parties.

5.3 You may opt-out of receiving different types of direct marketing from us by using the unsubscribe function that will be made available to you with each direct marketing communication or by texting "STOP" in response to a SMS communication.

5.4 We may at any time send certain service related communications to you regarding transactions with us. These communications will not contain an unsubscribe link as they relate to your existing customer relationship.

5.5 We also use some de-identified details of your purchases from us (such as your residential suburb and a brief description of the item you purchased) in pop up advertising on our website, which can be seen by users of and visitors to the Site when the pop up appears. We may also use information about you (including prior purchases, the way you interact with our websites and demographic data) which has been de-identified to help us deliver marketing communications to customers and users and to display advertisements that we believe are likely to be of interest to you and other customers and users.

6.1 As described above, we use your personal information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s educational page. 

6.2 You can opt out of targeted advertising by using the links below:

- Facebook 

- Google   

- Bing 

6.3 Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal.

7.1 We share your personal information with third parties and other businesses who assist us to operate our business for the purposes outlined in this Policy or in any other arrangements that apply between you and us. For example, we use Shopify to power our online store on the Site - you can read more about how Shopify uses your personal information by clicking here. We also use Google Analytics to help us understand how our customers use the Site - you can read more about how Google uses your personal information here. You can also opt-out of Google Analytics here. 

7.2 We may also disclose your personal information to third parties and other businesses who work with us in our business to:

(a)             Provide, promote or improve the products or service you have requested or that you are interested in; or

(b)             Provide administrative support for our business or technical support for our systems and the services they provide to us; or

(c)             Develop anonymised customer insights so that we can better understand your and other customer preferences.

7.3 These third parties and other businesses may include:

(a)             Marketplaces and aggregator channels where RV Online sells its products and services (like eBay or Amazon);

(b)             Third parties who supply goods or services to you through or in connection with our business (or the manufacturer of those goods);

(c)             Third parties through whom we advertise or sell our products and services;

(d)             Third parties who supply goods or services to us (including marketing and communications services providers); and

(e)             Other persons as required or as authorised or permitted by law.

7.4 Where we are reasonably able to, we request that these third parties and other businesses agree that they will comply with the Privacy Act and the APPs in connection with your personal information obtained in relation to dealings with us and not to use that personal information other than for your dealings with us. These third parties and other businesses may collect, hold, use or disclose your personal information in other ways or for their own purposes. Refer to the relevant website of the third party / business for more information on how these parties handle your personal information (for example, see the links in section 7.1 above for how Shopify and Google use your personal information).

7.5 Finally, we may also share your personal information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

8.1 When you place an order through the Site or otherwise with RV Online, we will maintain your Customer Information for our records.

8.2 We store personal information in a combination of storage facilities. Generally, we hold personal information in electronic form on our servers or with service providers who store and access your information to provide services to us.

8.3 We believe we have taken reasonable steps to protect your personal information from misuse, interference and loss, and unauthorised access, modification or disclosure. Additionally, we take reasonable steps to destroy or de-identify personal information when we no longer need it for any purpose.

8.4 The internet is not however a secure method of transmitting information. Accordingly, we cannot and do not accept responsibility for the information you send to or receive from us over the internet, or for any unauthorised access or use of that information.

9.1 The personal information that we hold directly is stored on servers in Australia. The personal information that our service providers hold is stored in Australia in some cases and/or outside of Australia in other cases. We employ these service providers to hold your information and to access your information to provide services to us.

9.2 Currently, certain of those service providers (including Shopify) store your information in Europe (including the European Economic Area (EEA), the UK and Switzerland). We will update this Policy if we appoint service providers who store that information in other countries. Refer to the relevant website of the third party / business for more information on how these parties store your personal information (for example, see the links in section 7.1 above for how Shopify and Google use your personal information).

10.1 Typically, when you transact with us online as a “Guest”, that means you are transacting without creating or using a RV Online shopping account or a RVO Nation program account. When you do so we use your personal information as set out in this Policy and:

(a)             we keep a record of that transaction and any other transactions we can identify as related to you; and

(b)             if the personal details that you input for Guest transactions match the details of a RV Online shopping account or a RVO Nation program account, then we may allocate those transaction details to your RV Online shopping account and/or RVO Nation program account for the purposes of administering your RV Online shopping account and/or RVO Nation program account (or the RVO Nation program) as the case may be.

11.1 The Site may contain links to websites operated by third parties. Those links are provided for convenience and may not remain current or be maintained. Unless expressly stated otherwise, we are not responsible for the privacy practices of, or any content on, those linked websites, and have no control over or rights in those linked websites. The privacy policies that apply to those other websites may differ substantially from our Policy, so we encourage you to read them before using those websites.

12.1 We will take reasonable steps to make sure that the personal information we collect, use or disclose is accurate, complete and up to date. If your personal details change, such as your email address, delivery address or phone number, please login to your account (RV Online shopping account or RVO Nation account) online and update your details as soon as possible (or if you do not have an online login, please contact us (contact details below) and provide your updated details).

12.2 At your request, we will provide you with a copy of any personal information which we hold about you, unless an exception under the Privacy Act applies.  We may charge a fee for retrieving this information, in which case we will inform you of the fee and obtain your agreement to that fee before providing the information.

13.1 We may change or update this Privacy Policy from time to time, including for example to reflect changes to our practices or for other operational, legal or regulatory reasons. Any updates of this Policy can be accessed via the Site and will apply to any personal information and any other information we collect and/or hold about you. You should check the Site regularly to ensure that you are aware of our current Privacy Policy.

14.1 For more information about our privacy practices, if you have questions, if you wish to update information we hold about you (and you cannot update the information online), or if you would like to make a complaint about our collection, use or disclosure of your personal information, please contact us by email at hello@rvonline.com.au or by mail using the details provided below:

 

RV Online

50 Metrolink Circuit

Campbellfield VIC 3061

Australia

14.2 We will use reasonable endeavours to acknowledge and investigate any such complaint we receive about the way we manage personal information.