Privacy Policy

1. What personal information we collect

We may collect the following types of personal information:

Identification details

• Full name
• Date of birth
• Driver's licence details (number, expiry date, issuing authority)
• Passport details (for international customers, where required)

Contact details

• Email address
• Mobile and/or phone number
• Residential and/or billing address
• Emergency contact details (where applicable)

Booking and service details

• Vehicle(s) hired, dates and times of hire
• Pickup and drop-off locations (e.g. BNE, OOL, MCY, hotel, home address)
• Services requested (self-drive, chauffeured experiences, airport transfers, weddings, school formals, joy rides)
• Special requests, notes and preferences

Payment and transaction details

• Payment method and transaction details
• Partial card information (where held by our payment provider)
• Details related to bond/deposit, refunds, extra charges (e.g. tolls, damage, extra kilometres)
• Cryptocurrency transaction details (where applicable)

Digital and usage information

• IP address
• Device type, browser type, operating system
• Pages visited, time spent on site, links clicked
• Cookies and similar technologies (pixels, tags, tracking codes)

Telematics and vehicle data (where applicable)

• Vehicle location (GPS), speed and movement
• Odometer readings, engine and system alerts
• Security and anti-theft system data

Marketing and communication

• Enquiries via website forms, WhatsApp, SMS, email or social media
• Newsletter subscriptions and marketing preferences
• Records of communications with our team

In some cases, we may collect sensitive information (for example, medical or health information relevant to driving safety) where you provide it to us and where it is reasonably necessary for us to provide our services. We will only collect sensitive information with your consent or as otherwise permitted by law.

2. How we collect personal information

We may collect personal information in the following ways:

Directly from you, when you:

• Make a booking or request a quote (via website, phone, WhatsApp, email or in person)
• Create an account, subscribe to marketing, or submit an enquiry form
• Provide identification and documentation to satisfy our eligibility and regulatory requirements
• Communicate with us via social media, chat, SMS or messaging apps

Automatically, when you:

• Visit or use our website (through cookies, analytics and similar technologies)
• Interact with our advertising or email campaigns

From third parties, such as:

• Payment service providers and banks
• Identity verification or credit-check providers (where applicable)
• Travel or event partners, wedding planners, corporate clients and agents
• Telematics providers and vehicle security systems
• Publicly available sources, where allowed by law

You can choose not to provide certain information, but this may mean we are unable to provide some or all of our services (for example, hire a vehicle without valid ID or licence).

3. Why we collect and use your personal information

We may collect, hold, use and disclose your personal information for purposes including:

To provide our services

• Processing enquiries, quotes and bookings
• Verifying your identity and eligibility to hire a vehicle
• Managing vehicle pickup, drop-off, chauffeurs and transfers
• Coordinating weddings, school formals and event logistics

To manage our relationship with you

• Communicating about bookings, changes and confirmations
• Handling payments, deposits, refunds and invoices
• Responding to questions, complaints or support requests

To operate, protect and improve our business

• Monitoring vehicle use, safety and security (including telematics)
• Preventing fraud, theft, misuse and unauthorised use of vehicles
• Internal reporting, analytics and business planning
• Training our staff and improving customer experience

For marketing and promotional purposes

• Sending you offers, updates, news and content about our services
• Running targeted advertising and remarketing campaigns (e.g. Meta, Google)
• Analysing marketing performance and audience behaviour

For legal, compliance and risk management

• Complying with applicable laws, regulations and law enforcement requests
• Managing insurance claims, incidents and disputes
• Enforcing our terms and conditions, including recovery of loss or damage

We may also de-identify your information and use it for statistics, insights and reporting that do not identify you personally.

4. Direct marketing

We may use your contact details to send you marketing communications about Velo Rentals, including new services, promotions, events and offers that may be of interest to you.

You can opt out of marketing at any time by:

• Clicking the "unsubscribe" link in emails
• Replying "STOP" or similar to SMS where applicable
• Contacting us directly using the details in section 11

Even if you opt out of marketing, we may still contact you for non-marketing reasons, such as booking confirmations, operational messages or important updates.

5. Disclosure of personal information to third parties

We may disclose your personal information to third parties where reasonably necessary for the purposes set out in this Privacy Policy, including:

Service providers who help us operate our business, such as:

• Website hosting, IT and cloud providers
• Payment processors and financial institutions
• Identity verification, security and telematics providers
• Marketing, advertising and analytics partners (e.g. Meta, Google)
• Customer relationship management (CRM) and communication tools

Professional advisers, insurers and partners, such as:

• Lawyers, accountants and auditors
• Insurance providers and brokers
• Event planners, wedding coordinators, corporates and travel partners

Regulatory and law enforcement bodies, where required by law or to protect our rights, property, vehicles and customers.

We may also disclose information as part of a business transaction, such as a merger, sale or restructuring, provided that appropriate confidentiality and privacy protections are in place.

We do not sell your personal information.

6. Overseas disclosure

Some of our service providers, partners or systems may be located, or store data, outside Australia. This may include countries such as (but not limited to) the United States, countries in the European Union or other jurisdictions where our technology providers host their infrastructure.

Where we disclose your personal information overseas, we will take reasonable steps to ensure that the recipient handles your information in a manner that is consistent with the Australian Privacy Principles or comparable privacy standards.

7. Cookies, tracking and analytics

Our website and online services may use cookies and similar technologies to:

• Remember your preferences and settings
• Improve the performance and security of the website
• Understand how you use our site and which pages are most visited
• Deliver relevant advertising and measure campaign performance

You can usually manage cookies through your browser settings. If you choose to disable cookies, some parts of our website may not function properly.

We may use third-party analytics and advertising tools (such as Google Analytics, Google Ads, Meta Pixel) which may collect or receive information from our website and use it to provide measurement services and targeted ads. You can manage your preferences or opt-out through each provider's settings or via your browser.

8. Security and retention of personal information

We take reasonable steps to protect your personal information from misuse, interference and loss, as well as unauthorised access, modification or disclosure. These steps may include:

• Secure servers and encrypted connections (HTTPS)
• Access controls and authentication for staff and systems
• Regular updates, monitoring and security reviews
• Limiting access to personal information on a need-to-know basis

We retain personal information for as long as reasonably necessary to fulfil the purposes for which it was collected, or as required by law (for example, for tax, insurance or dispute purposes). When personal information is no longer needed, we will take reasonable steps to de-identify or securely destroy it.

9. Access to and correction of your personal information

You have the right to request access to the personal information we hold about you and to request corrections if you believe the information is inaccurate, incomplete or out of date.

To make a request, please contact us using the details in section 11. We may need to verify your identity before providing access or making corrections. In some cases we may refuse access where permitted or required by law, and we will inform you of the reasons if this occurs.

10. Complaints and concerns

If you have any questions, concerns or complaints about how we handle your privacy or personal information, please contact us first so we can try to resolve the issue:

• We will acknowledge your complaint and aim to respond within a reasonable timeframe.
• We will investigate and let you know the outcome and any steps we will take.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC):

• Website: oaic.gov.au
• Phone: 1300 363 992

11. How to contact us

If you have any questions about this Privacy Policy or our handling of personal information, you can contact Velo Rentals at:

12. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology or legal requirements. The updated version will be published on our website with the "Last updated" date at the top.

We encourage you to review this Privacy Policy periodically to stay informed about how we handle your personal information.