This Privacy Policy explains what personal information we collect, how we collect and use it, how we protect it, and your rights regarding that information. It may be updated from time to time, and you should review it periodically.
Acknowledgement
We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands and waters on which we live, work and travel. We pay our respects to Elders past, present and emerging and recognise their continuing connection to Country, community and culture.
About This Policy
This Privacy Policy explains how personal information is collected, used, stored and shared when you use our services. It is intended to help you make informed decisions about providing your personal information.
A Customer Support Officer has been appointed to oversee privacy matters and help ensure your information is handled in accordance with this policy.
Information We Collect
Making an Enquiry or Booking
When you enquire about or book a service, we may collect information including:
- Full name
- Date of birth
- Gender and title
- Postal address
- Phone number
- Email address
- Dietary requirements
- Travel insurance details
- Passport information, including nationality and place of birth
- Health declarations and relevant medical information, where necessary
- Information about disabilities, accessibility requirements or medical conditions that may affect your booking
- Accommodation details relevant to your booking
Payment Information
Credit card payments are processed securely through an external payment provider. Card details are not stored. If a refund is required, bank account details may be collected to process the payment.
Photos and Videos
Photos or videos may be taken during your trip by staff, professional photographers or other travellers. If you do not wish to appear in photographs or videos, please advise the photographer or tour leader.
Marketing and Customer Interactions
We may collect personal information when you:
- Subscribe to newsletters
- Request brochures
- Enter competitions or promotions
- Respond to advertisements
- Share your travel preferences
Customer Feedback
We may invite you to complete surveys or provide feedback after your booking or trip. This may include your name, email address, booking details and your comments. We may contact you to discuss your feedback where appropriate.
Job Applications
If you apply for employment, we may collect your CV, supporting documents and personal details such as your contact information, address, date of birth, accessibility requirements and information relevant to the recruitment process.
Why We Collect Your Information
We collect, use and share personal information only where permitted by applicable privacy laws. Depending on the circumstances, the legal basis for processing your information may include:
- Legitimate interests – to provide requested products and services and communicate with you.
- Legal obligations – to comply with applicable laws and regulatory requirements.
- Contractual obligations – to fulfil bookings and other agreements with you.
- Consent – for sensitive information, such as medical details, and for marketing where required.
Managing Your Booking
Your personal information is used to arrange and deliver the services you have booked, including transport, accommodation and activities. It may also be used to:
- Confirm your identity during your trip.
- Communicate booking updates, travel information and emergency notifications.
- Meet supplier or legal requirements for reservations and travel documentation.
- Share relevant medical information with authorised personnel where necessary for your safety and only where permitted or with your consent.
Providing medical information is generally optional, but it may help staff provide appropriate assistance during your trip.
Photos and Videos
Images or videos taken during your trip may be used for promotional purposes only where appropriate consent has been obtained. If professional photography is arranged, you will be asked to complete a consent form before your images are used.
Marketing
Where permitted, we may use your information to:
- Inform you about products and services that may interest you.
- Send special offers, promotions and discounts.
- Send newsletters and travel updates if you have subscribed.
- Recommend relevant partner offers where applicable.
You can opt out of marketing communications at any time.
Customer Feedback
Feedback helps improve our services and customer experience. Survey responses and comments may be analysed, combined with de-identified data for reporting and planning, and used to identify trends or improve future products and services.
We may also invite you to participate in research, interviews, or surveys to better understand customer needs and preferences.
Job Applicants
Information provided during recruitment is used to assess applications, communicate with candidates and improve recruitment processes. If your application is successful, your details will be added to your employee record.
How We Collect Information
We collect personal information directly from you when you contact us by phone, email, web chat, online forms, paper forms or in person. Information may also be collected when you subscribe to newsletters, complete surveys or participate in promotions.
In some cases, information may be provided by authorised third parties, such as travel agents or people booking on your behalf. If you provide another person’s information, you must ensure they have authorised you to do so and understand this Privacy Policy.
Sharing Your Information
Service Delivery
To manage enquiries, bookings and provide requested services, your personal information may be shared with:
- Related business entities and operational staff.
- Destination management companies and local operators.
- Travel agents and booking partners.
- Accommodation, transport and activity providers.
- Payment processors and other service providers.
- Government authorities were required by law.
Where another operator delivers part of your booking, only the information necessary to provide the service will be shared. Third parties are responsible for protecting any information they receive in accordance with applicable privacy laws.
Support Services
We work with trusted third-party providers that help us operate our business, including website hosting, IT support, payment processing, storage, analytics and customer support. These providers may access personal information only where necessary to perform their services.
Sharing With Your Consent
Where you give permission, we may share your information with third parties. For example, we may publish customer reviews together with your name if you have consented.
Internal Business Purposes
Personal information may be shared within our organisation where necessary to manage bookings, improve services, provide customer support, analyse feedback or inform customers about relevant products and services.
If our business is sold, merged or restructured, personal information may be transferred as part of that transaction. Individuals will be notified where required by law.
Other Disclosures
We may disclose personal information to law enforcement agencies, insurers, medical professionals, or other authorised organisations where required by law, to investigate fraud, meet legal obligations, or protect the health, safety, or rights of individuals.
Selling Personal Information
We do not sell personal information.
International Transfers
Where personal information is transferred to service providers or partners in other countries, appropriate privacy, confidentiality and security safeguards are applied in accordance with applicable data protection laws.
Your Privacy Rights
Subject to applicable laws, you may have the right to:
- Access the personal information we hold about you.
- Request correction of inaccurate or incomplete information.
- Request transfer of your information to another service provider where applicable.
- Request restriction or stop processing your information.
- Request deletion of your personal information.
- Withdraw consent where processing is based on consent.
If we cannot comply with a request, we will explain the reason where required by law.
You may also unsubscribe from marketing communications at any time.
Individuals covered by applicable international privacy laws may have additional rights, including the right to object to certain processing activities or to request data portability.
If you believe your privacy rights have been breached, you may lodge a complaint with the relevant privacy or data protection authority.
Contacting Us
If you have questions about this Privacy Policy, wish to exercise your privacy rights or believe your personal information has not been handled appropriately, you may contact our Customer Support Officer.
To protect your privacy, we may ask you to verify your identity before processing your request. We will investigate your enquiry and respond within a reasonable timeframe. If a complaint cannot be resolved, you may refer it to the relevant privacy or data protection authority.
Retention of Personal Information
We retain personal information only for as long as necessary to:
- Provide requested services
- Meet legal, accounting and regulatory obligations
- Resolve disputes
- Enforce our legal rights
Retention periods are determined by considering the type, sensitivity and purpose of the information, potential privacy risks and applicable legal requirements.
Information Security
We use physical, electronic and organisational safeguards to protect personal information from unauthorised access, misuse, alteration, disclosure or loss.
If a data breach occurs, we will comply with applicable legal requirements, including notifying affected individuals and relevant authorities as required.
Third-Party Websites
Our website may contain links to third-party websites or services. We are not responsible for their privacy practices or content. We encourage you to review the privacy policies of any external websites you visit.
Third-party features, such as social media widgets, may collect information directly in accordance with their own privacy policies.
Cookies and Website Usage
We use cookies and similar technologies to improve website functionality, remember user preferences, and better understand how visitors use our website.
Cookies may collect information such as:
- IP address
- Browser and device type
- Operating system
- Time zone
- Referring website
- Pages viewed
- Time spent on the website
- Searches and interactions
- Products or services viewed
- Page performance and error information
Most website usage information is collected in an aggregated or anonymous form unless it can reasonably identify you.
Why We Use Cookies
Online Bookings
Cookies help the website remember your selections during the booking process, including searches and saved preferences, so that you can complete your booking efficiently.
Improving Website Performance
We use cookies and analytics tools to understand how visitors use our website, identify errors, monitor performance and improve functionality and user experience.
Personalised Content and Marketing
Cookies help us display content, products, services and promotions that may be more relevant to your interests. They may also be used by advertising partners to show relevant advertisements on other websites.
Types of Cookies
We use both first-party cookies (set by our website) and third-party cookies (set by trusted service providers). These cookies may be used for:
- Website functionality
- Remembering preferences
- Performance measurement
- Website analytics
- Advertising and marketing
Analytics providers may collect anonymous information about website usage, such as page visits, time spent on pages and browsing behaviour. This information is used to generate statistical reports and improve website performance. We do not intentionally use analytics tools to identify individual visitors.
Managing Cookies
You can manage cookies through your browser settings by:
- Accepting all cookies
- Rejecting some or all cookies
- Choosing which cookies to allow
- Deleting previously stored cookies
Please note that disabling cookies may affect the functionality of certain website features, including online bookings and personalised services.
If you have previously accepted cookies, you can remove them by clearing your browser’s stored cookies and adjusting your browser settings for future visits.