Privacy Policy
Effective date: 18 October 2026 · Version 1.0
This policy explains what personal information we collect, why we collect it, who we share it with and how you can ask about it.
1. Who we are and how to contact us
Cotton Seed Linen is a registered business name of Vaayu Group Pty Ltd (ABN 24 695 998 120, ACN 695 998 120), Unit 4, 10 McRobert Street, Newport VIC 3015 ("we", "us"). We respect your privacy and are committed to handling your personal information responsibly and transparently.
This policy covers personal information collected through cottonseedlinen.com, our website chat assistant, email, WhatsApp and phone. For privacy questions or requests, contact us at info@cottonseedlinen.com or +61 489 222 263.
2. What personal information we collect
Depending on how you deal with us, we may collect:
- your name and business or organisation name;
- your email address and phone number;
- your delivery state, postcode or address, and your buyer type;
- quote and order details, such as products, quantities and dates needed;
- messages you send us by form, email, WhatsApp or phone;
- conversations with our website chat assistant;
- logo or artwork files you upload; and
- your IP address and device details (such as browser type, pages viewed and approximate location).
When you send an enquiry through our website form, we record your IP address with the enquiry to help us detect spam and abuse. We do not ask for your job role, and we do not collect or store payment card details through our website.
3. How we collect it
We collect information directly from you when you complete a quote or contact form, use an Enquire button, chat with our website assistant, upload a logo or artwork file, email us, message us on WhatsApp or call us. We also collect some information automatically through cookies and analytics (see section 6).
4. Why we collect it and how we use it
We use personal information to:
- respond to enquiries and prepare quotations;
- supply goods, issue invoices and arrange delivery and tracking;
- arrange custom production, embroidery or artwork;
- keep business, accounting, tax and legal records;
- improve our products, website and chat assistant;
- measure how our website is used; and
- protect our website from spam and misuse.
We do not currently send marketing communications (see section 9).
5. Our website chat assistant
Our website assistant (Lenny) is an automated tool. Messages you type into the chat are saved so our team can follow up, and are processed by a third-party AI service provider (currently Groq) to produce replies. We record a random session ID and a one-way hash of your IP address, not the address itself.
If you ask us to follow up, we collect your name and email and send the conversation to our team. We keep chat records for 5 years (see section 11). Please do not enter payment card numbers, passwords or government ID numbers in the chat.
8. Sending information overseas
Some of our service providers store or process information outside Australia, in countries such as the United States and Japan. Where we send personal information overseas, we take reasonable steps to make sure it is handled in a way that is consistent with the Australian Privacy Principles.
9. Marketing and opting out
We do not currently send marketing newsletters or promotional emails. If we start, we will only send them with your consent or where otherwise permitted by Australian law, and every message will identify us and include a working way to unsubscribe.
10. How we protect information
We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. We store information on secured systems, use encrypted connections (HTTPS), limit access to staff who need it and protect staff accounts with passwords. No online system is completely secure.
11. How long we keep information
We keep enquiry and order records for as long as reasonably necessary to serve you and to meet tax and legal record-keeping requirements (generally five years), and chat records for 5 years. When we no longer need information, we take reasonable steps to securely delete or de-identify it.
12. Access and correction
You can ask to access or correct the personal information we hold about you by emailing info@cottonseedlinen.com. We will respond within a reasonable time (usually 30 days) and may need to confirm your identity first.
13. Complaints
If you have a concern about how we handled your personal information, please contact us first at info@cottonseedlinen.com so we can try to resolve it. We will review your concern and respond within a reasonable period. If the Privacy Act 1988 (Cth) applies to us and you are not satisfied, you may contact the Office of the Australian Information Commissioner (oaic.gov.au).
14. Data breaches
If a data breach is likely to cause serious harm, we will notify the people affected and, where the Privacy Act 1988 (Cth) applies to us, the Office of the Australian Information Commissioner, as the law requires.
15. Changes to this policy
We may update this policy from time to time to reflect changes in our practices or legal requirements. The current version is always on this page, and the effective date and version number are shown at the top.