Privacy policy

Last updated: June 26, 2026

This Privacy Policy describes how My Water Score, “we”, “us” or “our”, collects, uses, stores and discloses your personal information when you visit, use our services, purchase a water testing kit or otherwise communicate with us through mywaterscore.com.au, the “Site”, or related services, collectively the “Services”.

For the purposes of this Privacy Policy, “you” and “your” means you as the user of the Services, whether you are a customer, website visitor, business customer, recipient of a report, or another individual whose information we collect.

Please read this Privacy Policy carefully.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time, including to reflect changes to our business, testing services, data practices, technology, legal obligations or regulatory requirements. We will post the revised Privacy Policy on the Site, update the “Last updated” date and take any other steps required by applicable law.

How we collect and use your personal information

To provide the Services, we collect and use personal information about you from a variety of sources. The information we collect and use varies depending on how you interact with us.

In addition to the specific uses set out below, we may use information we collect about you to communicate with you, provide the Services, process orders, arrange laboratory testing, prepare reports, improve our Services, develop educational content, comply with legal obligations, enforce our terms and protect or defend the Services, our rights and the rights of our users or others.

What personal information we collect

When we use the term “personal information”, we mean information or an opinion about an identified individual or an individual who is reasonably identifiable. In some cases, water sample information, sample location information, order information and test results may be personal information if they identify you or could reasonably identify you.

OAIC guidance is clear that information can still be personal information where an individual is reasonably identifiable, and where there is uncertainty, organisations should generally err on the side of caution. De-identified information is only outside the Privacy Act where the individual is no longer identifiable or reasonably identifiable.

Information we collect directly from you

Information that you directly submit to us through our Services may include:

• Contact details, including your name, address, phone number and email address.
• Order information, including your name, billing address, shipping address, payment confirmation, email address, phone number, product purchased and order history.
• Account information, including your username, password, security questions and other information used for account security purposes.
• Customer support information, including the information you choose to include in communications with us.
• Sample information, including information about the water source you are testing, such as tap water, rainwater tank, bore water, spring water, dam water or another source.
• Property and location information, including your sample address, shipping address, suburb, town, city, state, postcode, property type, approximate property age, plumbing context, tank information, bore information or other site-specific details you provide.
• Water quality concerns, questionnaire responses or other information you provide about your water, including taste, smell, colour, staining, health concerns, filtration plans, intended use, household context or business context.
• Photos, videos, screenshots, documents, Certificates of Analysis, prior water reports or other materials you choose to send us.
• Laboratory result information, including test results, Certificates of Analysis, analytes tested, detections, non-detections, limits of reporting, guideline comparisons, interpretations, observations and report summaries.

Some features of the Services may require you to provide certain information. You may elect not to provide this information, but doing so may prevent you from using or accessing those features or may limit our ability to provide accurate testing, reporting or support.

Information we collect about your usage

We may automatically collect certain information about your interaction with the Services, called “Usage Data”. To do this, we may use cookies, pixels and similar technologies.

Usage Data may include information about how you access and use our Site and your account, including device information, browser information, network information, IP address, pages viewed, links clicked, products viewed, abandoned carts, email interactions and other information regarding your interaction with the Services.

Information we obtain from third parties

We may obtain information about you from third parties, including vendors and service providers who collect information on our behalf, such as:

• Companies who support our Site and Services, such as Shopify.
• Payment processors, who collect payment information to process your payment and fulfil your order.
• Shipping, fulfilment and logistics providers.
• Laboratories and testing providers who conduct testing, analysis, reporting or related services on samples submitted through My Water Score.
• Customer support, data analytics, marketing, advertising, email and technology providers.
• Business partners, referral partners or affiliates, where relevant to the Services.

Any information we obtain from third parties will be treated in accordance with this Privacy Policy.

How we use your personal information

Providing products and services

We use your personal information to provide the Services, including to:

• Process payments and fulfil orders.
• Ship testing kits and related materials.
• Arrange collection, submission, transport or processing of water samples.
• Engage laboratories and other service providers to test samples.
• Receive, store, analyse and interpret laboratory results.
• Prepare reports, summaries, observations and customer communications.
• Compare results with relevant guideline values, including Australian Drinking Water Guidelines where applicable.
• Provide customer support and respond to questions.
• Manage accounts, transactions, returns, exchanges and operational communications.
• Maintain records of tests, reports, communications and customer history.

When you purchase a test through My Water Score, we arrange laboratory testing and related analysis as part of our Services. The laboratory may process information related to your sample, but the customer relationship is with My Water Score unless expressly stated otherwise.

Laboratory testing and reporting

We may use sample information, laboratory results, Certificates of Analysis, metadata, report information and related observations to provide and improve our testing and reporting services.

This may include using your information to:

• Identify the sample and match it to your order.
• Provide instructions to laboratories and logistics providers.
• Receive and review laboratory results.
• Prepare plain-English summaries and observations.
• Benchmark results against relevant standards, guideline values or internal reference materials.
• Improve report design, educational explanations, interpretation methods and customer support.
• Maintain quality assurance, traceability and operational records.

De-identified, anonymised and aggregated insights

We may use test results and related information to create aggregated, statistical, anonymised or de-identified insights.

This may include using de-identified or aggregated information for:

• Educational content.
• Social media content.
• Blog posts, guides and newsletters.
• Marketing and advertising.
• Public-interest reporting.
• Media releases and PR.
• Research-style summaries.
• Water quality trend analysis.
• Product development and service improvement.
• Benchmarking by water source, region, suburb, city, state, property type or issue type.
• Internal business analytics.

Before publicly sharing information derived from customer results, we will take reasonable steps to remove or obscure information that directly identifies you, your household, your business, your exact address, your contact details, your order number or your individual test report.

Public examples may refer to general locations, water source types, analytes tested, detections, non-detections, result ranges, limits of reporting, guideline comparisons or trends, provided we do not intentionally identify you or your exact property without your consent.

For example, we may publish generalised insights such as:

• “Lead was detected above the relevant guideline value in a Melbourne CBD apartment sample.”
• “Recent rainwater tank samples have shown low pH and low alkalinity.”
• “No PFAS compounds were detected above laboratory reporting limits in this customer’s tank water sample.”

We will not intentionally publish your name, exact address, contact details, full report, Certificate of Analysis, identifiable photos or other directly identifying information without your consent.

Location-based insights

Because water quality can be location-specific, we may use generalised location information when creating de-identified or aggregated insights.

This may include references to suburb, town, city, region, state, postcode area, water supply type, water source category or general property context.

Where a sample location is highly specific, unusual or could reasonably identify a person, household, business or property, we may further generalise, suppress, combine or remove location information before publication.

Identifiable case studies, testimonials and media

We will only publish your name, business name, testimonial, image, exact property location, full report, Certificate of Analysis or other directly identifying information with your consent.

If you provide a testimonial, review, image, video, case study or other content for publication, we may use that content in accordance with the consent you provide and any applicable terms.

Marketing and advertising

We may use your personal information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications by email, text message or postal mail, and to show you advertisements for products or services.

This may include using your personal information to better tailor the Services, advertising, educational content, product recommendations and communications on our Site and other websites.

You may opt out of promotional communications at any time by using the unsubscribe link in our emails or by contacting us.

Security and fraud prevention

We use your personal information to detect, investigate or take action regarding possible fraudulent, illegal or malicious activity. If you choose to use the Services and register an account, you are responsible for keeping your account credentials safe.

Communication and service improvement

We use your personal information to provide customer support, improve our Services, develop new products, improve testing packages, improve report formats, understand customer needs and maintain our business relationship with you.

Cookies

Like many websites, we use cookies on our Site. For specific information about cookies used in relation to Shopify, see Shopify’s cookie policy.

We use cookies to power and improve our Site and Services, remember your actions and preferences, run analytics, understand user interaction with the Services and improve advertising and customer experience.

We may also permit third parties and service providers to use cookies on our Site to better tailor services, products and advertising on our Site and other websites.

Most browsers automatically accept cookies by default, but you can choose to remove or reject cookies through your browser controls. Removing or blocking cookies can negatively impact your user experience and may cause some Services or features to work incorrectly or no longer be available.

Our website may recognise Global Privacy Control signals where required or supported by applicable law.

How we disclose personal information

In certain circumstances, we may disclose your personal information to third parties for service delivery, contract fulfilment, business operations, legal compliance, marketing, analytics or other legitimate purposes subject to this Privacy Policy.

Such circumstances may include disclosure:

• To laboratories, subcontracted laboratories, testing providers, consultants or technical providers who perform testing, analysis, reporting, quality assurance or related services.
• To vendors or third parties who perform services on our behalf, including IT management, payment processing, data analytics, cloud storage, customer support, fulfilment and shipping.
• To Shopify and other providers who support our Site and ecommerce operations.
• To business and marketing partners who provide services, advertising or referral support.
• To logistics providers, couriers and fulfilment partners.
• To professional advisers, including lawyers, accountants, insurers and auditors.
• To our affiliates or within our corporate group, where relevant to operating our business.
• Where you direct, request or consent to us disclosing information to a third party.
• In connection with a business transaction, such as a merger, acquisition, sale of assets, restructure or insolvency.
• To comply with applicable laws, regulations, court orders, subpoenas, warrants, regulator requests or other legal obligations.
• To enforce our terms, protect our Services, defend our rights or protect the rights, safety or property of users or others.

We may disclose de-identified, anonymised or aggregated insights publicly, including through our Site, social media, email, advertising, media, PR, educational content or reports, provided we take reasonable steps not to identify you or your exact property without consent.

Categories of personal information we may disclose

We may disclose the following categories of personal information for the purposes described above:

We do not use or disclose sensitive personal information for the purpose of inferring characteristics about you.

De-identification safeguards

When using test results or related information for public content, de-identified insights, anonymised insights or aggregated reporting, we may apply safeguards such as:

• Removing names, emails, phone numbers and exact addresses.
• Removing order numbers and direct customer identifiers.
• Generalising location from exact address to suburb, city, region, state or other broader area.
• Suppressing or combining information where the location, result or property context could reasonably identify a person or property.
• Avoiding publication of full Certificates of Analysis or full reports without consent.
• Reviewing unusual or highly specific results before publication.
• Using ranges, summaries, categories or trend-level commentary where appropriate.

However, no de-identification process is perfect. We will take reasonable steps to reduce re-identification risk, particularly where data is location-specific, unusual or sensitive.

Third party websites and links

Our Site may provide links to websites or online platforms operated by third parties. If you follow links to sites not affiliated with or controlled by us, you should review their privacy and security policies and terms.

We are not responsible for the privacy, security, accuracy, completeness or reliability of information on third party websites or platforms.

Information you provide on public or semi-public platforms, including third party social networks, may be viewable by others and may be used by those platforms according to their own terms and privacy policies.

Children’s data

The Services are not intended to be used by children, and we do not knowingly collect personal information directly from children.

If you are the parent or guardian of a child who has provided us with personal information, you may contact us using the contact details below to request that it be deleted.

Security and retention of your information

We take reasonable steps to protect the personal information we hold from misuse, interference, loss, unauthorised access, modification or disclosure.

However, no security measures are perfect or impenetrable, and we cannot guarantee perfect security. Information sent to us may not be secure while in transit.

We retain personal information for as long as reasonably necessary for the purposes described in this Privacy Policy, including to provide the Services, maintain records, comply with legal obligations, resolve disputes, enforce agreements, improve services, support quality assurance and maintain business records.

We may retain de-identified, anonymised or aggregated information indefinitely, provided it no longer identifies you or reasonably identifies you.

Your rights

Depending on where you live, you may have rights in relation to your personal information. These rights may include:

• The right to request access to personal information we hold about you.
• The right to request correction of inaccurate personal information.
• The right to request deletion of personal information in certain circumstances.
• The right to request restriction of processing in certain circumstances.
• The right to withdraw consent where we rely on consent.
• The right to opt out of marketing communications.
• The right to make a complaint about how we handle your personal information.

These rights are not absolute and may apply only in certain circumstances. We may decline a request where permitted by law, including where we need to retain information for legal, operational, quality assurance, dispute resolution or legitimate business purposes.

You may exercise your rights by contacting us using the details below.

Complaints

If you have a complaint about how we handle your personal information, please contact us using the details below.

We will consider your complaint and respond within a reasonable time. If you are not satisfied with our response, you may have the right to contact your local privacy or data protection authority.

In Australia, privacy complaints may be made to the Office of the Australian Information Commissioner.

International users

We may transfer, store and process your personal information outside the country you live in. Your personal information may be processed by staff, laboratories, service providers, technology providers or partners in other countries.

Where required, we will take reasonable steps to ensure that overseas recipients handle personal information in a way that is consistent with applicable privacy requirements.

Contact information

If you have any questions about this Privacy Policy, our privacy practices, or if you would like to exercise any rights available to you, please contact us at:

support@mywaterscore.com.au

For the purpose of applicable data protection laws, and unless stated otherwise, My Water Score is the data controller of your personal information.