Privacy Policy

1. Who we are

Lucino (“we”, “us” or “our”) collects and holds personal information in connection with our benchtop, surface and related services. Our address is 3 Klondyke Drive, Hornby South, Christchurch 8042, New Zealand. We handle personal information in accordance with the New Zealand Privacy Act 2020.

2. Information we collect

Depending on your interaction with us, we may collect:

• Your name, email address, phone number and delivery or project address.
• Project details, material preferences, plans, measurements and information you include in enquiries or correspondence.
• Quote, order, cleaning-kit request, invoice and service records.
• Website usage and technical information, such as pages visited, referral sources, device and browser details, IP addresses and interactions with our website.

We generally collect information directly from you. If a builder, designer or another representative provides information about you for a project, we use it for that purpose and provide any notice required by law. Please only share another person’s details where you are authorised to do so.

Providing information is voluntary. If you do not provide details needed for an enquiry, quote or order, we may be unable to respond or provide the requested service. Required website form fields are identified in the form.

3. How we use information

We use personal information to respond to enquiries, prepare quotes, arrange orders and installation, communicate about projects, provide after-sales support and manage our business records. We also use it to maintain website security, prevent spam, understand website use and improve our services.

Where relevant, we may use information to manage credit arrangements or recover outstanding payments, where lawfully authorised. If we send promotional communications, we will do so in accordance with applicable law and provide a way to unsubscribe. You can also contact us to ask us to stop sending marketing messages.

4. Cookies and website services

Our website uses cookies and similar technologies. Google Tag Manager loads website measurement tools, including Google Analytics and Hotjar. These tools help us understand visits, pages viewed and interactions such as clicks and scrolling. Hotjar may use heatmaps and session recordings to help identify usability issues.

We use Formspark to process website enquiries and cleaning-kit requests, Cloudflare Turnstile to help prevent automated spam, and Vercel to host the website. Google Fonts supplies website fonts. These providers may receive technical information when your browser connects to their services; Formspark also receives the details you submit through our forms.

You can manage or delete cookies through your browser settings and use browser privacy controls to restrict tracking. Blocking cookies, scripts or third-party services may affect features such as the security check and form submission. Analytics tools may run as soon as you visit a page. You can contact us by phone or email instead of using our online forms.

5. Sharing information and overseas services

We may share relevant information with staff, contractors, installers, suppliers and service providers where needed to respond to you or deliver a service. We may also share information with professional advisers, with your authorisation, or where disclosure is required or permitted by law.

Some technology providers process or store information outside New Zealand. Where a provider processes information on our behalf, we remain responsible for our obligations under the Privacy Act. Where an overseas disclosure is subject to additional legal requirements, we must have an appropriate basis for it, such as comparable privacy safeguards or your informed authorisation.

6. Security and retention

We take reasonable steps to protect personal information against loss, misuse and unauthorised access, alteration or disclosure. No website or electronic transmission can be guaranteed completely secure. Please avoid including sensitive information that is not needed for your enquiry.

We retain personal information only for as long as needed for the purpose it was collected, including any applicable accounting, legal, warranty or dispute-resolution requirements. When it is no longer needed, we take reasonable steps to securely delete it or remove identifying details.

7. Access, corrections and privacy concerns

You can ask for access to personal information we hold about you and request a correction. We may need to verify your identity before responding. We will respond within the timeframes required by the Privacy Act, generally within 20 working days, subject to lawful extensions or exceptions.

If we do not make a correction you request, you can ask us to attach a statement setting out the correction you sought. If you have a privacy concern, please contact us first so we can look into it. You can also contact the Office of the Privacy Commissioner.

8. Changes to this policy

We may update this policy to reflect changes to our services or privacy obligations. The latest version will be available on this page with its updated date.