Privacy Policy

1. Scope and Legal Framework

This policy applies to Paradise Pods and the personal information it handles in connection with its accommodation and related operations. Where the Privacy Act 1988 (Cth) applies, we aim to comply with the Australian Privacy Principles (APPs). We also use the APPs as a guide to good privacy practice where an exemption may apply.

2. What Personal Information We Collect

Depending on how you interact with us, we may collect:

• Identity details: including your name, date of birth, signature and copies or details of identification documents where reasonably required;
• Contact details: including your residential address, email address and telephone number;
• Booking and stay details: including dates, pod allocation, arrival and departure information, preferences, requests and communications;
• Payment and transaction information: Card payments are generally processed by payment providers, and we do not intentionally retain complete card security codes;
• Emergency contact details: and information needed to respond to an incident or protect health and safety;
• Health, accessibility or dietary information: that you choose to provide and that is reasonably necessary to support your stay;
• CCTV images and incident records: from common areas and entrances, where surveillance is used for safety, security, loss prevention and incident investigation;
• Website and device information: such as IP address, browser type, cookies, pages viewed and enquiry details;
• Feedback and reviews: complaints, survey responses and records of interactions with our staff; and
• Legal requirements: information required by law, insurers, payment providers or law-enforcement authorities.

3. How We Collect Information

We usually collect personal information:

• Directly from you through bookings, check-in, forms, telephone calls, email, our website and in-person contact;
• From a person booking on your behalf or from another guest in the same booking;
• From online travel agents, booking platforms, payment processors and other service providers;
• Through CCTV, access-control, security and information-technology systems; and
• From publicly available sources or authorities where lawful and reasonably necessary.

If you provide personal information about another person, you should have authority to do so and, where practical, make them aware of this policy.

4. Why We Collect, Use and Disclose Information

We may handle personal information to:

• Respond to enquiries and create, administer, modify or cancel bookings;
• Verify identity, process payments, manage deposits and provide accommodation services;
• Communicate about a booking, stay, property rules, emergencies or service updates;
• Support guest accessibility, wellbeing, safety and security;
• Prevent and investigate fraud, theft, damage, misconduct and safety incidents;
• Manage complaints, disputes, insurance claims and legal matters;
• Operate, maintain, improve and secure our premises, systems, website and services;
• Keep accounting, tax and business records and comply with legal obligations; and
• Send marketing communications where you have consented or where otherwise permitted by law. You may opt out at any time.

5. When We Disclose Personal Information

We may disclose relevant personal information to:

• Staff, contractors and related entities who need it to perform their duties;
• Booking platforms, payment processors, banks, IT, cloud-storage, security, cleaning, maintenance and professional service providers;
• Insurers, advisers, auditors, debt-recovery providers and parties involved in a business transaction;
• Emergency services, police, regulators, courts or government agencies where required or authorised by law; and
• Another person where you have consented or would reasonably expect the disclosure.

We do not sell personal information. Service providers are expected to handle information only for authorised purposes and to apply appropriate safeguards.

6. Overseas Disclosure and Storage

Some booking, payment, communications or cloud-service providers may store or process information outside Australia. The countries involved can vary according to the providers used and their data locations. Where practicable, we will take reasonable steps required by law before disclosing personal information overseas. You may contact our Privacy Officer for current information about likely overseas locations.

7. CCTV and Premises Security

CCTV may operate in entrances and common areas. It is not intended for private sleeping, bathroom or changing areas. Footage may be reviewed or disclosed where reasonably necessary for safety, security, incident investigation, insurance or legal purposes. Access is restricted and footage is retained only for an appropriate period, unless required for an incident, claim or legal obligation.

8. Cookies and Online Services

Our website and booking services may use cookies and similar technologies to operate pages, remember preferences, measure performance and help protect against misuse. You can adjust browser settings to refuse some cookies, but parts of the website or booking process may not function correctly.

9. Direct Marketing

We may use contact details to send offers or news where permitted by law. Every electronic marketing message will provide an unsubscribe method. You may also ask us at any time not to use your information for direct marketing. Operational messages about an existing booking or stay are not marketing.

10. Security and Retention

We take reasonable administrative, physical and technical measures to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. Measures may include access controls, staff procedures, secure systems and oversight of service providers. No storage or transmission method is completely secure.

We retain personal information only for as long as it is reasonably needed for our operations, dispute management, insurance, accounting or legal obligations. When it is no longer required, we take reasonable steps to destroy it or de-identify it.

11. Data Breaches

We will assess and respond to suspected data breaches. Where the Notifiable Data Breaches scheme applies and a breach is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required by law.

12. Accessing or Correcting Your Information

You may ask for access to personal information we hold about you or request that inaccurate, out-of-date, incomplete, irrelevant or misleading information be corrected. Please contact the Privacy Officer and provide enough detail for us to identify the information. We may need to verify your identity.

We will respond within a reasonable time. We may refuse access in circumstances permitted by law and, if so, will generally explain the reason and available complaint options. We do not usually charge for making a request, although a reasonable fee may apply for substantial access costs where permitted.

13. Privacy Complaints

If you believe we have mishandled your personal information:

1. Contact the Privacy Officer using the details below;
2. Describe your concern and include relevant dates, communications or booking details; and
3. Allow us a reasonable opportunity to investigate and respond.

We aim to acknowledge complaints promptly and provide a written outcome within a reasonable period. If you are dissatisfied and the Privacy Act applies, you may contact the OAIC at www.oaic.gov.au.

14. Anonymity and Pseudonyms

You may interact with us anonymously or using a pseudonym where lawful and practicable. Identification will usually be required to make or verify a booking, check in, process payment, provide secure accommodation or comply with legal and safety requirements.

15. Children and Young People

Our accommodation is intended for guests who meet our booking and occupancy requirements. If we handle information about a person under 18, we will take reasonable steps appropriate to the circumstances, including dealing with a parent, guardian or authorised adult where required.

16. Changes to This Policy

We may update this policy when our practices, service providers or legal obligations change. The current version will be made available through our website or reception and will state its effective date.

17. Contact the Privacy Officer