Privacy policy

1. Who we are

JB Caravans Pty Ltd (ABN 94 153 020 047) is an Australian manufacturer and retailer of caravans and recreational vehicles, headquartered at 2040–2060 Sydney Road, Campbellfield VIC 3061. We operate jbcaravans.com.au and the JB AI Digital Concierge.

References to "we", "us", or "JB Caravans" in this policy mean JB Caravans Pty Ltd.

2. What personal information we collect

2.1 Information you give us

When you use our website, submit an enquiry, book a dealer appointment, or interact with our AI Digital Concierge, we may collect:

• Full name

• Email address and phone number

• Postcode and state of residence

• Tow vehicle details (make, model, GVM) where provided to the AI Concierge

• Budget range and product preferences

• Dealer preferences and enquiry details

• Any other information you voluntarily provide in contact forms or chat interactions

2.2 Information collected automatically

When you visit our website, we automatically collect certain non-personal technical information, including:

• IP address and approximate location (city/region level)

• Browser type, version, and device type

• Pages visited, time on page, and referring URL

• Interactions with the AI Digital Concierge (session data)

• Analytics data via Google Analytics 4. Note: GA4 data may be processed on Google's servers located outside Australia, including in the United States. Google's privacy practices are available at policies.google.com.

3. How we use your information

We use personal information only for purposes that are reasonably necessary and directly related to our business activities. These include:

• Responding to your product enquiry or dealer contact request

• Providing personalised caravan recommendations via the AI Digital Concierge

• Connecting you with your nearest authorised JB dealer

• Sending you product updates, promotions, or event invitations — only where you have opted in

• Improving our website, digital tools, and customer experience

• Complying with our legal obligations under Australian law

We will not use your personal information for a secondary purpose without your consent, unless an exception under the APPs applies.

4. Disclosure to third parties

We do not sell your personal information. We may share it in the following limited circumstances:

• Authorised JB Dealers — where you have requested a dealer contact or appointment. Dealers are bound by confidentiality obligations.

• Service providers — including CRM software, website hosting, analytics, and email marketing platforms. These providers act on our instructions and may not use your data for their own purposes.

• Legal and regulatory bodies — where required by law, court order, or to protect our legal rights.

• Business transfers — if JB Caravans is acquired, merged, or restructured, your information may transfer to a successor entity subject to this policy.

Some of our service providers are located, or store and process data, outside Australia — including in the United States (for example, our analytics and cloud-hosting providers). Before disclosing personal information to an overseas recipient, we take reasonable steps to ensure the recipient handles it consistently with the Australian Privacy Principles, except where you have consented to the disclosure or another exception under APP 8 applies.

5. AI Digital Concierge

Our website includes an AI-powered Digital Concierge that assists you in exploring our caravan range. When you interact with the Concierge:

• Conversation data including your preferences, tow vehicle details, and budget may be collected and processed

• Session data may be used to improve the AI's recommendation quality

• Concierge recommendations are indicative only and do not constitute professional advice. Always verify towing capacity and payload with your vehicle manufacturer and a licensed weighbridge before purchase.

You may choose not to provide personal details to the Concierge. General product discovery is available without submitting personal information.

5A. Automated decisions

This section is effective from 10 December 2026 and reflects the new transparency obligations for automated decision-making introduced by amendments to the Privacy Act 1988 (Cth).

We use a small number of automated and semi-automated tools on our website and in our AI Digital Concierge that produce outputs based on the information you give us. We want you to understand what those tools do, what they use, and how to ask a person to look at the result.

5A.1 Categories of automated decisions

The decisions or outputs we generate by automated means are:

• Product recommendation — suggesting one or more JB Caravans models or variants that are likely to suit your stated preferences, terrain, and budget.

• Towing compatibility assessment — an indicative check of whether a JB caravan is within the rated towing capacity and weight envelope of the tow vehicle you have told us about.

• Finance estimate — an indicative monthly or weekly repayment figure based on the price range, deposit, and term you input. A finance estimate is not a credit assessment, an approval, or an offer of credit.

These outputs are indicative only. They are not professional advice, not a contract, and not a substitute for a quote from an authorised JB dealer, a tow-rating check against your vehicle manufacturer's specifications and a licensed weighbridge, or a credit assessment by a licensed credit provider.

5A.2 Personal information used to generate these decisions

Depending on which tool you use, the automated decisions in §5A.1 may use some or all of the following information you have provided (as described in §2.1):

• Full name and contact details (email, phone)

• Postcode and state of residence

• Tow vehicle details — make, model, and Gross Vehicle Mass (GVM)

• Budget range, deposit, and preferred finance term

• Product and terrain preferences (e.g. semi off-road, full off-road, hybrid, motorhome)

• Dealer preference and the content of your enquiry or chat session

We do not use sensitive information (as defined in the Privacy Act) to generate these decisions. We do not use these tools to make decisions that have legal effect on you or that determine eligibility for a JB product.

5A.3 Your right to request human review

If an automated decision described in §5A.1 significantly affects you — for example, you disagree with a towing-compatibility result, you believe a finance estimate is materially wrong, or you would like a person to reconsider a recommendation before you act on it — you have the right to ask us to have the decision reviewed by a member of our team.

To request human review:

• Email privacy@jbcaravans.com.au with the subject line "Human review request", or

• Contact our Privacy Officer using the details in §10.

Please include the date and time of the interaction, the tool you used, and what you would like reviewed. We will acknowledge your request within 5 business days and complete the review within a reasonable time, and in any case no later than 30 days. The reviewer will be a person who was not involved in the original automated output and who has authority to confirm, vary, or set aside the result.

5A.4 Commencement

This §5A takes effect from 10 December 2026. Before that date, the matters in this section continue to be governed by §3 (How we use your information), §5 (AI Digital Concierge) and §8 (Your rights and choices). The right to request human review described in §5A.3 is available now on a goodwill basis through the contact channels in §10.

6. Cookies and tracking technologies

We use cookies and similar technologies to improve your experience on our website, understand how visitors use the site, and measure the effectiveness of our marketing. Cookies we use include:

• Essential cookies — required for the website to function correctly

• Analytics cookies — Google Analytics 4, used to understand traffic patterns and usage

• Marketing cookies — used for retargeting and measuring campaign performance, where you have consented

You can manage or disable cookies via your browser settings. Disabling essential cookies may impact the functionality of our website and AI Concierge.

7. Data storage and security

We store personal information using reputable third-party hosting and service providers. Some of these providers, and the servers they use, may be located outside Australia — including in the United States. We take reasonable technical and organisational steps to protect your information from misuse, interference, loss, and unauthorised access, modification, or disclosure (APP 11).

Despite these measures, no transmission of data over the internet is entirely secure. You provide your information at your own risk. We will notify you of any eligible data breach affecting your personal information in accordance with the Notifiable Data Breaches scheme under the Privacy Act.

We retain personal information only for as long as reasonably necessary to fulfil the purpose for which it was collected, or as required by law.

8. Your rights and choices

Under the Privacy Act 1988 and Australian Privacy Principles, you have the right to:

• Request access to the personal information we hold about you (APP 12)

• Request correction of inaccurate, incomplete, or outdated information (APP 13)

• Opt out of direct marketing communications at any time — click the unsubscribe link in any marketing email, or contact us at privacy@jbcaravans.com.au. Opt-out requests are processed within 5 business days.

• Make a complaint if you believe we have mishandled your personal information

To exercise any of these rights, contact us using the details in Section 10. We will respond within a reasonable time, and no later than 30 days.

9. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes to our practices, technology, or legal obligations. Any changes will be posted on this page with a revised effective date. We encourage you to review this policy periodically.

We will notify you of any material changes to this policy by email or prominent notice on our website before changes take effect. For changes that significantly affect how we handle your personal information, we will seek your consent where required by law.

10. Contact us & complaints

For privacy enquiries, access requests, or complaints, contact our Privacy Officer:

JB Caravans Pty Ltd

Privacy Officer

2040–2060 Sydney Road, Campbellfield VIC 3061

Phone: 1800 991 169  ·  Direct: (03) 8339 7222

Email: privacy@jbcaravans.com.au

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or by calling 1300 363 992.

This policy applies to JB Caravans Pty Ltd and is governed by the laws of Victoria, Australia.  ·  Privacy Act 1988 (Cth) + Australian Privacy Principles.