Privacy Policy

1. What Personal Information We Collect

Personal Information is information or an opinion about an identified individual, or an individual who is reasonably identifiable. Depending on how you interact with Harbour Caravans, we may collect:

• name, residential or postal address, email address and telephone number;
• postcode, State or Territory, and store or dealership information;
• information provided in enquiries, quote requests and website forms;
• purchase, order, build, delivery, service, warranty and after-sales information;
• caravan model, configuration and option selections;
• correspondence, messages, customer notes and support information;
• documents, photographs, attachments or other files you choose to provide;
• website usage, attribution and technical information described in this Policy; and
• other information reasonably necessary to provide our products or services.

Sensitive Information

Harbour Caravans does not generally require Sensitive Information in the ordinary course of caravan sales, configuration, build tracking and support. If we lawfully obtain Sensitive Information, it will only be used or disclosed for the purpose for which it was obtained, a directly related secondary purpose where permitted, with your consent, or where required or authorised by law.

2. How We Collect Personal Information

We may collect Personal Information through:

• direct conversations, meetings and showroom visits;
• telephone calls, email and other correspondence;
• website forms and tools, including Design Yours;
• sales, order, service and warranty processes;
• Track Your Build and other customer build-tracking or support services;
• the Harbour RV App and its online features;
• cookies, local storage and similar website technologies;
• authorised dealers, stores, service providers, publicly available sources or other third parties; and
• information you voluntarily provide to us.

Where reasonable and practicable, we collect Personal Information directly from you. If we receive Personal Information about you from a third party, we take reasonable steps where appropriate to make you aware of the information and the circumstances in which it was provided.

3. How We Use Personal Information

We may collect, hold and use Personal Information to:

• provide caravans, products, digital tools and services;
• respond to enquiries and quote requests;
• process sales, orders, build records and customer requests;
• operate Design Yours and Track Your Build;
• create and maintain caravan configuration, production and delivery records;
• provide after-sales, warranty, service and technical support;
• communicate order, build, service or product information;
• create specifications, build summaries, PDFs and other documents;
• maintain customer and business records;
• operate, secure, back up and improve our website, App and systems;
• measure website performance and marketing attribution;
• market our products and services where permitted by law; and
• comply with legal, accounting, taxation and regulatory obligations.

We may also use Personal Information for a related secondary purpose that you would reasonably expect, or where otherwise permitted or required by law.

4. Design Yours, Orders and Build Tracking

Design Yours and related order or build-tracking services allow customers to configure a caravan, submit contact details, receive or generate build information, and in some cases continue through later order, rendering, production or support stages.

Information handled through these services may include:

• contact details, postcode, State or Territory and selected store;
• caravan model, series, size, axle, suspension, ATM, layout, colour, material, interior, exterior and optional equipment selections;
• customer notes and other free-text information submitted with a configuration;
• configuration references, order numbers, chassis or production references where applicable;
• order status, build stage, scheduled or completion information and customer follow-up status;
• messages, customer responses and staff notes relating to the order or build;
• photographs, final-check images, attachments or documents supplied by customers or staff;
• 3D renderings, rendering approvals or confirmations;
• generated specifications, PDFs and other order documents; and
• staff actions, status changes and audit information needed to operate and secure the service.

If you proceed with an enquiry, order or purchase, information submitted through Design Yours may become part of a customer, sales, build, service or warranty record.

5. Website Analytics, Cookies and Marketing Attribution

Our website may use cookies, local storage and similar technologies to support functionality, maintain security, remember preferences, understand website usage and measure marketing performance.

Our first-party analytics and attribution systems may record:

• first and latest referral or traffic source, referring website or page and landing page;
• campaign parameters such as UTM values;
• advertising click identifiers present in a visit URL, such as gclid, gbraid, wbraid or fbclid;
• pages viewed, visit timestamps, number of visits and engagement information such as active time or session duration;
• conversion events, for example whether a visitor started or submitted Design Yours or sent a message; and
• browser, device and technical information reasonably required to operate or secure the website.

Our customer-journey analytics are intended to measure website and marketing performance and are not designed to create a detailed location profile of visitors. Hosting, content-delivery, security and network providers may separately process technical network information such as IP addresses in normal server, security or delivery logs.

You may be able to control or disable cookies through your browser settings. Disabling certain cookies or storage functions may affect website functionality.

6. Marketing Communications

Where permitted by law, we may use your contact details to provide information about Harbour Caravans products, services, promotions or relevant updates. You may unsubscribe at any time using an unsubscribe option in the communication or by contacting us.

Unsubscribing from marketing will not prevent us from sending communications necessary to provide requested products or services, or to administer an existing enquiry, order, service or warranty matter.

7. Harbour RV App

This Privacy Policy also applies to the Harbour RV mobile application (the “Harbour RV App”). The App is designed to communicate with compatible Harbour caravan control systems and may also provide online features such as Design Yours, order or build tracking, customer information pages, support content or other Harbour web services.

Bluetooth, Nearby Devices and Local Caravan Control

The App’s native caravan-control functions primarily communicate directly between the user’s mobile device and the caravan controller using Bluetooth Low Energy (BLE). Depending on the Android version, the App may request Bluetooth, Bluetooth scanning, Nearby Devices and, on older Android versions, Location permission required by Android for Bluetooth discovery. Location permission used for Bluetooth compatibility is not intended for continuous physical-location tracking.

When connected to a compatible controller, the App may process battery and solar information, water tank levels, lighting, appliance, inverter, water pump, climate and ventilation status or controls, scenes, controller connection status, Bluetooth device information and other operational information made available by the controller.

As at the date of this Policy, normal caravan telemetry and Bluetooth control commands are not automatically transmitted by the native BLE control functions to Harbour Caravans servers. Information processed only between the mobile device and controller remains local unless you separately choose to provide information to Harbour Caravans.

Camera and QR Scanning

Where the App provides QR or code-scanning functionality, it may request access to the device camera. Camera access is used to scan a code or configuration reference selected by the user and is not intended for continuous recording or monitoring. Images viewed solely for scanning are not ordinarily retained by Harbour Caravans.

Pairing, Diagnostics and Local Storage

The App may store limited pairing or connection information on your device to support authorised reconnection. It may also temporarily maintain Bluetooth connection events, state changes, communication status, technical errors and limited diagnostic information for troubleshooting. The current native BLE functions do not automatically upload diagnostic logs to Harbour Caravans, and the App is designed to mask controller authentication codes from diagnostic logs.

Locally stored App information can generally be removed by clearing the App’s data or uninstalling the App, subject to the capabilities of your device and operating system.

Online Features, Analytics and Data Sharing

The App may display Harbour Caravans web services through an embedded web view. Information submitted through those online features is transmitted to Harbour Caravans systems and is handled in the same way as information submitted through the equivalent website service. Website cookies, analytics and attribution described in Section 5 may also apply to those web-based features.

As at the date of this Policy, the native Bluetooth control functions do not contain third-party advertising, do not use an advertising SDK to target users based on caravan telemetry, and do not currently use a third-party analytics or crash-reporting service to automatically track Bluetooth usage. Device manufacturers, operating system providers, Apple App Store, Google Play and other platform providers may independently process information in accordance with their own privacy policies.

8. Cloud Services, Service Providers and Overseas Processing

Harbour Caravans uses hosting, cloud storage, content-delivery, backup, email, software and security services to operate and protect its website, customer systems and digital content. Depending on the service and information involved, providers may include website hosting services, Amazon Web Services (including Amazon S3 and CloudFront), Google Drive or other Google cloud services used for backup, and Microsoft 365 or other communication services.

We may disclose Personal Information where reasonably necessary to authorised Harbour stores, dealers and staff; delivery, service and warranty providers; hosting, cloud, content-delivery, backup and security providers; email and communication providers; IT and software providers; professional advisers, insurers, accountants or auditors; payment or finance providers you separately choose to use; authorities where required or authorised by law; and other parties where you have consented.

Some service providers, related entities or subprocessors may store or process information outside Australia. Where practicable to identify likely locations, those locations may include Australia, the United States and other countries in which our cloud, email, software, security or support providers operate. Where the Australian Privacy Principles apply to a cross-border disclosure, Harbour Caravans will take reasonable steps as required by law, subject to applicable exceptions.

9. Security of Personal Information

Harbour Caravans takes reasonable steps to protect Personal Information from misuse, interference, loss, unauthorised access, unauthorised modification and unauthorised disclosure.

Depending on the system and sensitivity of the information, measures may include staff access controls, role-based permissions, private storage, restricted links, audit or activity logging, backups, recovery procedures and security monitoring. No method of electronic transmission or storage is completely secure, and absolute security cannot be guaranteed. If a data breach occurs, we will assess and respond to it in accordance with applicable law, including notification obligations where they apply.

10. Retention, Backups and Deletion

We retain Personal Information for as long as reasonably required to provide products or services, manage enquiries, orders, warranty and service matters, maintain business records, resolve disputes, meet accounting or taxation requirements, protect our legal interests and comply with applicable laws. Certain customer, order or business records may be retained for a minimum period of seven years where appropriate or required.

When Personal Information is no longer required and we are not legally required to retain it, we take reasonable steps to destroy it or permanently de-identify it. Information deleted from active systems may remain temporarily in secure backup copies until those backups are overwritten or expire under our normal backup-retention cycle. Backups are maintained for security, continuity and disaster recovery and are not ordinarily used for day-to-day business operations.

You may request deletion of Personal Information we hold about you. We will assess deletion requests against applicable privacy laws and our legal, warranty, service, accounting, security and business record-keeping obligations. We may be unable to delete information immediately where retention remains required or reasonably necessary. If a Harbour service introduces a customer account subject to an account-deletion requirement, we will provide an appropriate deletion method for that service.

Information stored only locally by the Harbour RV App may generally be removed by clearing the App’s data or uninstalling the App.

11. Access and Correction

You may request access to Personal Information that Harbour Caravans holds about you, subject to exceptions permitted by law. We do not ordinarily charge a fee for making an access request, although a reasonable administrative fee may apply where permitted for providing copies or substantial retrieval work. We may require appropriate identification before releasing Personal Information.

We take reasonable steps to ensure the Personal Information we hold is accurate, complete and up to date. If you believe information we hold is inaccurate, incomplete or out of date, please contact us so we can review and, where appropriate, correct our records.

12. Third-Party Services and Links

Our website, App, products or services may contain links to third-party websites or interact with services operated by third parties. Those third parties have their own privacy practices and policies. Harbour Caravans does not control the privacy practices of unrelated third parties and encourages users to review their policies before providing Personal Information.

13. Changes to This Privacy Policy

Harbour Caravans may update this Privacy Policy from time to time to reflect changes to our products or services, Design Yours, Track Your Build, the Harbour RV App, cloud systems, data-handling practices, legal or regulatory requirements, or relevant technology. The current version will be published on the Harbour Caravans website. Where appropriate, we may also provide notice of material changes through our website, App or other communication channels.

14. Privacy Complaints and Enquiries

If you have a question, concern or complaint about this Privacy Policy or the way Harbour Caravans handles Personal Information, please contact us:

Please provide enough information for us to understand and investigate your enquiry or complaint. We will take reasonable steps to review privacy complaints and respond appropriately.

You may also be entitled to contact the Office of the Australian Information Commissioner (OAIC) about a privacy complaint. Information about the OAIC is available at oaic.gov.au.