Privacy policy

NERO WATER (ABN 31 778 557 061) operates this store and website, including all related information, content, features, tools, products and services, in order to provide you, the customer, with a curated shopping experience (the "Services"). NERŌ is powered by Shopify, which enables us to provide the Services to you. This Privacy Policy describes how we collect, use, and disclose your personal information when you visit, use, or make a purchase or other transaction using the Services or otherwise communicate with us. If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy controls with respect to the collection, processing, and disclosure of your personal information.

Please read this Privacy Policy carefully. By using and accessing any of the Services, you acknowledge that you have read this Privacy Policy and understand the collection, use, and disclosure of your information as described here.

HOW WE HANDLE YOUR INFORMATION

We are a small Australian business based in Byron Bay, NSW. We handle your personal information following the principles of the Australian Privacy Act 1988 and the Australian Privacy Principles (APPs), regardless of whether we are legally required to do so.

In plain terms: we collect what we need to send you a filter and answer your emails, we don't sell it, and you can ask us to show it to you or delete it at any time.

PERSONAL INFORMATION WE COLLECT OR PROCESS

When we use the term "personal information," we are referring to information that identifies or can reasonably be linked to you or another person. Personal information does not include information that is collected anonymously or that has been de-identified, so that it cannot identify or be reasonably linked to you.

Depending on how you interact with the Services, we may collect or process:

- Contact details including your name, address, billing address, shipping address, phone number, and email address.
- Order and payment information including transaction details, form of payment, and payment confirmation. Card numbers are handled by our payment providers — we never see or store your full card details.
- Account information including your username, password, preferences and settings, if you create an account.
- Transaction information including the items you view, put in your cart, or purchase, return or cancel, and your past orders.
- Communications with us including whatever you write to us, for example when you send a support enquiry or a photo of your tap.
- Device information including information about your device, browser, or network connection, your IP address, and other unique identifiers.
- Usage information including how and when you interact with or navigate the Services.

WHERE WE GET IT FROM

- Directly from you, when you place an order, create an account, or contact us.
- Automatically through the Services, from your device and through cookies and similar technologies.
- From our service providers, when we engage them to run part of the Services on our behalf.

HOW WE USE YOUR PERSONAL INFORMATION

- To provide the Services. To process your payment, fulfil and ship your order, handle returns and refunds, manage your account, and keep you posted on your order.
- To communicate with you. To answer your questions and provide support.
- Marketing. To send you news and offers, if you have opted in. See "Marketing emails" below.
- Security and fraud prevention. To authenticate your account, keep payments secure, and detect or act on fraudulent or malicious activity. If you create an account, keeping your login details safe is your responsibility — please don't share them.
- Legal reasons. To comply with applicable law or respond to valid legal process, and to enforce or investigate potential breaches of our terms or policies.

HOW WE DISCLOSE PERSONAL INFORMATION

In certain circumstances we may disclose your personal information to third parties for legitimate purposes, including:

- With Shopify, and with vendors and service providers who perform services on our behalf — payment processing, shipping and fulfilment, IT and cloud storage, analytics, and customer support.
- With business and marketing partners, to provide marketing services and advertise to you. These partners use your information in accordance with their own privacy notices. You may have the right to tell us not to share your information for targeted advertising.
- When you ask us to, or consent to it — for example, giving your address to a courier so your order can be delivered.
- In connection with a business transaction such as a merger or sale, to comply with legal obligations, or to protect or defend our rights or the rights of others.

WE DO NOT SELL YOUR PERSONAL INFORMATION

We don't sell your personal information, and we never have.

RELATIONSHIP WITH SHOPIFY

The Services are hosted by Shopify, which collects and processes personal information about your access to and use of the Services in order to provide and improve the Services for you. Information you submit will be transmitted to and shared with Shopify, as well as third parties that may be located in countries other than where you live.

To help protect, grow, and improve our business, we use certain Shopify enhanced features that incorporate data obtained from your interactions with our store, along with other merchants and with Shopify. In these circumstances Shopify is responsible for processing your personal information, including for responding to requests to exercise your rights over that data. To learn more, see the Shopify Consumer Privacy Policy at https://www.shopify.com/legal/privacy/app-users, or the Shopify Privacy Portal at https://privacy.shopify.com/en.

ANALYTICS AND SESSION RECORDING

We use two analytics tools to understand how the site is working. Both set cookies, and both send data to companies outside Australia.

Google Analytics measures how people find us, which pages they visit, and where orders come from. It collects usage and device data, including a shortened version of your IP address. Google processes this information under its own privacy policy, available at https://policies.google.com/privacy. If you'd rather not be counted, Google provides a browser opt-out at https://tools.google.com/dlpage/gaoptout that works across every site using Google Analytics.

Microsoft Clarity goes further: it shows us where people click and where they get stuck. Clarity records a playback of your visit — mouse movement, clicks and scrolling — along with usage and device data. We use it to find and fix the parts of the site that don't work well. We don't use it to identify you.

Clarity is provided by Microsoft, which processes this information on servers outside Australia and may also use it in accordance with its own privacy statement, available at https://privacy.microsoft.com/privacystatement.

Clarity is set up to mask what you type into forms, so your details aren't captured in a recording. Even so, please don't type anything sensitive or confidential into a form on our site.

If you'd rather not be recorded, most browsers let you block third-party cookies and scripts, and Clarity honours browser "Do Not Track" settings.

OVERSEAS PROCESSING OF YOUR INFORMATION

Our store runs on Shopify, and some of our service providers store or process data outside Australia — including in the United States, where Shopify's infrastructure is based. By using the Services and placing an order, you consent to your personal information being disclosed to overseas recipients for these purposes.

We take reasonable steps to work only with providers that handle personal information securely and in line with recognised privacy standards. Please note that overseas recipients may be subject to laws that differ from Australian privacy law.

MARKETING EMAILS

We'll always send you the essential emails about your order — confirmation, dispatch, and tracking. These are part of your purchase and you can't unsubscribe from them.

We'll only send you marketing emails (news, launches, offers) if you've opted in. You can unsubscribe at any time using the link in any marketing email. No questions asked, and it won't affect your order or your returns.

THIRD-PARTY WEBSITES AND LINKS

The Services may link to websites or platforms operated by third parties. If you follow a link to a site we don't control, have a look at their privacy and security policies — we can't guarantee and aren't responsible for how they handle your information. Including a link doesn't imply we endorse the site or its operator.

CHILDREN

The Services aren't intended for children, and we don't knowingly collect personal information from them. If you're the parent or guardian of a child who has given us their personal information, contact us using the details below and we'll delete it.

SECURITY AND RETENTION OF YOUR INFORMATION

No security measures are perfect, and we can't guarantee "perfect security." Information you send us may not be secure while in transit, so please don't use unsecured channels to send us anything sensitive or confidential.

How long we keep your personal information depends on why we have it — for example, whether we still need it to service your order, to comply with our tax and legal obligations, or to resolve a dispute. When we no longer need it and aren't required to keep it, we delete it.

YOUR RIGHTS AND CHOICES

You have the following rights in relation to the personal information we hold about you. These rights aren't absolute, and in some cases we may decline a request as permitted by law.

- Access. You can ask us for a copy of the personal information we hold about you.
- Correction. You can ask us to correct information that's inaccurate or out of date.
- Deletion. You can ask us to delete personal information we hold about you.
- Portability. You can ask us to provide your information in a portable form, or to transfer it to someone else, in certain circumstances.
- Marketing preferences. You can opt out of marketing emails at any time using the unsubscribe link.

To exercise any of these, email us using the details below. We won't treat you differently for asking. We may need to verify your identity first. We'll respond within a reasonable time, and in any case within 30 days.

For personal information processed by Shopify, you can also use the Shopify Privacy Portal at https://privacy.shopify.com/en.

COMPLAINTS

If you're unhappy with how we've handled your personal information, email us first — we'd like the chance to fix it, and we aim to respond within one business day.

If you're not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or on 1300 363 992.

CHANGES TO THIS PRIVACY POLICY

We may update this Privacy Policy from time to time, to reflect changes to our practices or for other operational, legal, or regulatory reasons. We'll post the revised policy on this website and update the "Last updated" date below.

CONTACT

If you have any questions about this Privacy Policy or how we handle your information, or you'd like to exercise any of the rights above, email us at hello@nerowater.com.au.

NERO WATER
ABN 31 778 557 061
Byron Bay, NSW, Australia
hello@nerowater.com.au

Last updated: 10 August 2026