Privacy Policy
Effective date: [insert approved publication date]
1. Who we are
DVINE Experiences is operated by DVINE Experiences Pty Ltd (ABN 78 684 085 201), referred to in this policy as “DVINE”, “we”, “us” and “our”. We create and coordinate hosted experiences, celebrations, retreats and related services.
We respect your privacy. This policy explains how we collect, hold, use and disclose personal information, and how you can request access or correction or raise a privacy concern. We handle personal information in accordance with the privacy laws that apply to our business, including the Privacy Act 1988 (Cth) and Australian Privacy Principles where applicable.
This policy covers our website, enquiries, bookings, events, marketing and partner and FUNchise enquiries. Where you use an independent provider’s website or service, that provider’s own privacy policy may also apply.
2. Information we collect and hold
Depending on your interaction with us, we may collect:
- Your name, email address, telephone number and relevant billing or contact details.
- Booking information such as dates, guest numbers, destinations, pickup details and experience preferences.
- Correspondence, feedback, complaints and requests you send us.
- Transaction and payment confirmation information necessary to administer your booking.
- Dietary, allergy, accessibility or other relevant requirements you choose to provide so we can consider suitable arrangements.
- Business details and relevant background provided in a corporate, partner or FUNchise enquiry.
- Your marketing preferences and consent records.
- Website usage information, such as pages visited, device and browser information, IP address and interactions with our website, where collected by our systems.
- Photographs or recordings of you where these are collected as part of an agreed activity or with an appropriate permission process.
We limit collection to information reasonably necessary for our activities. Where we need sensitive information, such as relevant health information, we seek consent unless the law permits or requires collection without consent. Please avoid sending detailed medical information through general enquiry forms.
3. How we collect information
We generally collect information directly from you when you submit a form, enquire, make a booking, communicate with us, subscribe to updates or participate in an experience.
We may also receive relevant information from a group organiser booking on your behalf, a booking platform, an event ticket provider or a service provider involved in your arrangements. We take reasonable steps to ensure you understand how information obtained from others is handled, where required.
If you provide information about another person, please make sure you are authorised to do so and make this policy available to them. A group organiser should not provide another person’s sensitive information without an appropriate basis and permission.
You may make a general enquiry anonymously or using a pseudonym where practical. We may need your identity and contact details to confirm a booking, arrange services or respond to certain requests. If required information is not provided, we may be unable to deliver the requested service or accommodate a particular requirement.
4. Why we use personal information
We use relevant personal information to respond to enquiries, prepare proposals, administer bookings and payments, coordinate agreed services, communicate changes and deliver experiences.
We may also use information to consider dietary or access requests, manage feedback and complaints, maintain business records, improve our services, assess partner or FUNchise enquiries and meet legal obligations.
Where permitted and consistent with your preferences, we may send news, offers and experience updates. We do not use sensitive information for direct marketing without the consent required by law.
5. Who we share information with
We may share relevant information with people and organisations needed to deliver the services you request, including authorised Fun Directors and team members, transport providers, venues, accommodation providers and activity partners.
We may also share information with service providers supporting our website, customer management, bookings, payments, communications and business administration; professional advisers and insurers where necessary; and regulators or authorities where legally required or authorised.
We seek to share only what is needed for the relevant purpose. An allergy or access requirement may need to be shared with the provider responsible for that part of your experience so suitable arrangements can be considered.
6. Online services and overseas information handling
We use Go High Level (LeadConnector) for our website, enquiry forms, contact records and email communications, and Humanitix for ticketed events [confirm any other systems, such as payment, calendar and accounting providers] to support our website, enquiries, bookings and communications.
[Insert the verified overseas handling statement. Specify whether information is likely to be disclosed to overseas recipients, the purposes and recipient categories, and the countries where practicable. Describe the appropriate safeguards without claiming guarantees that have not been verified.]
We take the steps required by applicable privacy law when arranging overseas disclosures of personal information.
7. Cookies, analytics and advertising
[Insert the actual technologies used on the production site and what information each collects, including analytics tools, advertising pixels, embedded social media, videos and booking widgets where applicable. Explain their purposes, any associated sharing and the controls actually available.]
You can manage cookies through your browser settings. Disabling some cookies may affect website features. Where we provide website privacy or consent controls, you can use those controls to update your choices.
An external social media, podcast or booking website may collect information under its own policy when you visit it. Check the relevant provider’s privacy information for details.
8. Marketing preferences
You can unsubscribe from marketing emails using the unsubscribe link, or contact us to change your preferences. If we send marketing SMS messages, follow the opt out instructions in the message or contact us.
Unsubscribing from marketing does not prevent us sending necessary communications about an existing enquiry, booking or service request.
We maintain relevant consent and preference records so we can respect your choices.
9. Photographs and recordings
We explain when photographs or recordings are being collected for promotional use and seek appropriate permission. Tell your Fun Director if you do not wish to appear in promotional images, and contact us about any concerns regarding an image we have published.
For identifiable children, we use an appropriate parent or guardian permission process. Participating in an experience does not automatically mean agreeing to appear in our advertising.
10. Security and retention
We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. These steps include [insert actual organisational and technical safeguards]. No method of electronic transmission or storage can guarantee absolute security.
We retain personal information for as long as reasonably required for the purpose for which it was collected, related business needs and applicable legal requirements. When information is no longer required and we are not required to retain it, we take reasonable steps to destroy or deidentify it, subject to applicable obligations.
We assess suspected information security incidents and take appropriate action, including notification where required by law.
11. Access and correction
Contact us if you would like access to personal information we hold about you or believe it needs correcting. We may need to verify your identity before responding, using information proportionate to the request.
We will respond within a reasonable period. If we cannot provide access or make a requested correction, we will explain our reasons and the options available to raise a concern, where required by law.
There is no charge to make a request. If a lawful charge for providing access may apply, we will explain it before proceeding. We do not charge to correct personal information.
12. Privacy questions and complaints
Please contact our Privacy Contact if you have a question or concern about how we handle your information:
Privacy Contact: DVINE Experiences
Email: [email protected] [confirm monitored privacy contact]
Postal address: [insert suitable business correspondence address]
Please describe your concern and how you would like us to contact you. We will acknowledge your complaint, investigate the circumstances and aim to provide a response within 30 days. If more time is needed, we will explain why and keep you updated.
If you are dissatisfied with our response, you may be able to complain to the Office of the Australian Information Commissioner where it has jurisdiction. Information is available at www.oaic.gov.au/privacy/privacy-complaints or by calling 1300 363 992.
13. Changes to this policy
We may update this policy to reflect changes to our services, practices or legal obligations. The current version will be available on our website with its effective date. We will provide additional notice or seek consent where required by law.
Other policies
Questions? Email [email protected] or call +61 421 395 876.