Privacy Policy

1. Information Controller

Agochar Tech LLP (Operating RefractorySource)
415 Decora Square, Sadhu Vasvani Road, Rajkot - 360005, Gujarat, India
Email: hello@refractorysource.com
Phone: +91 84880 10818

This Privacy Policy applies to information collected through our website (refractorysource.com) and all related B2B services operated by Agochar Tech LLP under the RefractorySource brand.

2. Information We Collect

2.1 Information You Provide Directly

We collect information that you voluntarily provide when you:

• Request a Quote: Name, email address, phone number, company name, position/title, country, industry, product requirements, estimated quantity, timeline.
• Place an Order: Shipping address, billing information, payment details, purchase history.
• Contact Us: Name, email, phone, inquiry details, technical specifications.
• Subscribe to Newsletter: Email address, communication preferences.
• Create Account (if applicable): Username, password, business details.

2.2 Information Collected Automatically

When you visit our website, we automatically collect certain information through cookies and similar technologies:

• Device Information: IP address, browser type, operating system, device identifiers.
• Usage Information: Pages visited, time spent on pages, links clicked, referring website.
• Location Data: General geographic location based on IP address (country/city level).
• Analytics Data: Google Analytics and Microsoft Clarity collect aggregated behavioral data.

2.3 Information from Third Parties

We may receive information from:

• Business partners and manufacturing partners when processing your orders.
• Third-party shipping and logistics providers for delivery tracking.
• Payment processors for transaction verification.
• Public business registries to verify company information.

3. How We Use Your Information

We use collected information for the following purposes:

3.1 Business Operations (Legitimate Interest & Contract Performance)

• Processing and fulfilling quote requests and orders.
• Communicating about products, services, quotes, and orders.
• Providing technical support and customer service.
• Managing shipping, logistics, and delivery.
• Processing payments and preventing fraud.
• Maintaining business records and accounts.

3.2 Improvement and Development (Legitimate Interest)

• Analyzing website usage to improve user experience.
• Understanding customer needs and preferences.
• Developing new products and services.
• Testing and optimizing website features.

3.3 Marketing and Communications (Consent)

• Sending product updates, technical information, and industry news.
• Providing information about new products and services.
• Sending promotional offers (only with your consent).
• Conducting surveys and research (with your participation).

3.4 Legal and Compliance (Legal Obligation)

• Complying with export regulations and trade compliance.
• Meeting tax and accounting requirements.
• Responding to legal requests and preventing illegal activities.
• Enforcing our Terms and Conditions.

4. Legal Basis for Processing (GDPR Compliance)

We process your personal data based on the following legal grounds:

• Contract Performance: Processing necessary to fulfill our contract with you (quote/order processing).
• Legitimate Interest: Processing necessary for our legitimate business interests (customer service, improvement).
• Consent: Processing based on your explicit consent (marketing communications, cookies).
• Legal Obligation: Processing required by law (tax, export compliance).

5. Information Sharing and Disclosure

We do NOT sell, rent, or trade your personal information to third parties.

We may share your information with:

5.1 Service Providers (Data Processors)

• Manufacturing Partners: ISO 9001:2015 certified manufacturers to fulfill your orders (names, quantities, specifications).
• Shipping & Logistics: Freight forwarders, shipping lines, customs brokers for delivery.
• Payment Processors: Banks, payment gateways for transaction processing.
• Analytics Services: Google Analytics, Microsoft Clarity (anonymized data).
• Email Services: Email delivery platforms for communication.
• Cloud Hosting: Website hosting and data storage providers.

All service providers are contractually bound to protect your data and use it only for specified purposes.

5.2 Business Transfers

In the event of merger, acquisition, or sale of business assets, your information may be transferred to the successor entity.

5.3 Legal Requirements

We may disclose your information when required by law, court order, or government regulation, including:

• Export control and trade compliance authorities.
• Tax and customs authorities.
• Law enforcement agencies for investigation of illegal activities.
• Legal proceedings and dispute resolution.

6. International Data Transfers

As an Indian exporter serving global customers, we may transfer your data internationally:

• India: Our primary operations and data storage (GDPR adequacy recognized).
• EU/EEA: For customers in European Union, we comply with GDPR requirements.
• Other Countries: When shipping to your location, necessary data shared with local logistics partners.

All international transfers comply with applicable data protection laws using Standard Contractual Clauses (SCCs) or other approved mechanisms.

7. Data Security

We implement industry-standard technical and organizational security measures:

Technical Measures:

• SSL/TLS encryption for data transmission.
• Secure server infrastructure with firewall protection.
• Encrypted data storage for sensitive information.
• Regular security updates and vulnerability assessments.
• Access controls and authentication mechanisms.

Organizational Measures:

• Employee training on data protection.
• Confidentiality agreements with staff and partners.
• Limited access to personal data (need-to-know basis).
• Incident response and breach notification procedures.

Note: While we implement robust security measures, no method of transmission over the internet is 100% secure. We cannot guarantee absolute security but continuously strive to protect your information.

8. Data Retention

We retain your personal data for as long as necessary to fulfill the purposes outlined in this policy:

• Quote Requests: 2 years from last communication (for follow-up and reference).
• Active Customers: Duration of business relationship plus 7 years (tax/legal requirements).
• Order Records: 7 years from transaction (accounting, warranty, legal compliance).
• Marketing Communications: Until you unsubscribe or 3 years of inactivity.
• Website Analytics: 26 months (Google Analytics default).
• Technical Support: 3 years from last interaction.

After retention period expires, we securely delete or anonymize your data.

9. Your Rights (GDPR & Data Protection)

You have the following rights regarding your personal data:

To exercise your rights, contact us at: hello@refractorysource.com
We will respond within 30 days of receiving your request.

10. Cookies and Tracking Technologies

We use cookies and similar technologies to improve website functionality and user experience. See our Cookie Policy for detailed information about:

• Types of cookies we use (essential, analytics, functionality).
• How to manage cookie preferences.
• Third-party cookies (Google Analytics, Microsoft Clarity).

11. Marketing Communications

11.1 Opt-In: We only send marketing emails with your explicit consent (checkbox on forms).

11.2 Content: Product updates, technical information, industry news, special offers.

11.3 Frequency: Maximum 2-3 emails per month.

11.4 Unsubscribe: Every email includes an unsubscribe link. You can opt-out anytime without affecting your service.

12. Children's Privacy

Our services are intended for B2B business customers and not directed to individuals under 18 years of age. We do not knowingly collect personal information from children. If we become aware of such collection, we will promptly delete the information.

13. Third-Party Links

Our website may contain links to third-party websites (manufacturers, industry associations). This Privacy Policy does not apply to third-party sites. We recommend reviewing their privacy policies before providing any personal information.

14. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes in our practices, technology, legal requirements, or business operations.

• Material changes will be prominently posted on our website with updated "Last updated" date.
• We will notify existing customers via email for significant changes.
• Continued use of our services after changes constitutes acceptance of updated policy.
• We recommend reviewing this policy periodically.

15. Contact Us & Data Protection Officer

For privacy-related questions, concerns, or to exercise your rights: