1. Introduction
This Privacy Policy explains how Limo Hire, trading as Limo Hire (“we”, “us”, or “our”), collects, uses, discloses and stores personal information when you:
visit or use our website www.limo-hire.net.au (“Site”);
make an enquiry or booking for chauffeured transport or limousine hire; or
otherwise interact with us (including by phone, email or social media).
We are committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
By using our Site or providing personal information to us, you agree to the terms of this Privacy Policy.
2. What personal information we collect
The types of personal information we may collect about you include:
Identity and contact details
Name
Email address
Phone number
Billing and/or pick-up address
Company name (if booking on behalf of a business)
Booking and trip information
Date and time of travel
Pick-up and drop-off locations
Number of passengers
Service type (e.g. night party, wedding, event, airport transfer, hourly hire)
Vehicle preferences (e.g. Mercedes Grand Sedan)
Special requests or instructions (e.g. luggage, child seats, accessibility needs)
Payment details
Payment method and transaction details
Limited card details as processed through our payment gateway (we do not store full card numbers in our own systems)
Website and usage information
IP address
Device type, operating system and browser type
Pages viewed, time spent on Site, links clicked
Referring website or campaign (e.g. search engine, advertisement)
Feedback and testimonials
Reviews, comments or testimonials you choose to provide
Star ratings or feedback about services or drivers
We do not normally collect sensitive information (such as health information) unless it is relevant to your booking (for example, accessibility needs you choose to share). If you do provide any sensitive information, you consent to us handling it in accordance with this Privacy Policy and the Privacy Act.
3. How we collect personal information
We collect personal information in several ways, including:
Directly from you
When you submit an enquiry or booking form on our Site
When you contact us by phone, email or social media
When you provide details to our staff to confirm or change a booking
When you sign up for any newsletter or marketing communications (if offered)
When you provide feedback, ratings or testimonials
Automatically when you use our Site
Through cookies and similar technologies (see section 7)
Through analytics tools that help us understand how visitors use our Site
From third parties
From booking or payment platforms we integrate with
From your employer or organisation if they make a booking on your behalf
From marketing partners or referral sources, where relevant and lawful
We collect personal information by lawful and fair means and, where reasonable and practical, directly from you.
4. Why we collect, use and disclose personal information
We collect, hold, use and disclose personal information for purposes including:
Providing and managing our services
To receive and respond to your enquiries
To provide quotes for our chauffeur and limousine services
To process bookings and manage your trips
To allocate vehicles and drivers and coordinate pick-up and drop-off
To manage changes, cancellations and refunds (where applicable)
Payments and administration
To process payments for our services
To manage our accounts, billing and records
To communicate with you about your booking or account
Improving our services and Site
To understand how customers use our Site and services
To improve our offerings, pricing, customer experience and website functionality
To conduct customer satisfaction and service quality analysis (often using de-identified data)
Marketing and promotions
To send you information about our services, promotions, offers and events where you have consented or where otherwise permitted by law
To personalise offers and content you may be interested in
Legal, security and risk management
To manage and respond to complaints, disputes or incidents
To detect, investigate and help prevent fraud or misuse
To comply with legal and regulatory obligations and lawful requests from authorities
We will not use your personal information for purposes that are unrelated to those described above unless:
you have consented; or
we are required or authorised by law.
5. Disclosure of personal information
We may disclose your personal information to:
Our staff and drivers
Office and administration staff who manage bookings
Drivers who need certain information (such as name, pick-up location, contact number and special instructions) to provide your service
Service providers
Third-party service providers who help us operate our business, including:
Website hosting and IT service providers
Booking and scheduling systems
Payment gateways and merchant facilities
Email and SMS gateway providers
Marketing, analytics and advertising partners
Data backup and cloud storage providers
These service providers may only use your personal information to perform services for us and must handle it in accordance with privacy obligations.
Business partners and corporate clients
Corporate or event organisers where you are travelling under a company or group booking arrangement
Referral or affiliate partners, where necessary to administer a referral
Professional advisers and authorities
Our lawyers, accountants, insurers and other professional advisers
Government or regulatory authorities, law enforcement agencies or courts where required or authorised by law
Some of the service providers we use may be located outside Australia or store data on servers located overseas. Where we disclose personal information overseas, we will take reasonable steps to ensure that the recipient handles your information in accordance with the APPs or is subject to comparable privacy protections.
6. Direct marketing
We may use your personal information (such as your name and contact details) to send you:
information about our services and special offers
updates about promotions or new service offerings
invitations to provide feedback or participate in surveys.
We will only send direct marketing communications in accordance with the Privacy Act and, where applicable, the Spam Act 2003 (Cth).
You can opt out of direct marketing at any time by:
clicking the “unsubscribe” link in any marketing email; or
contacting us at [Contact Email Address] and asking to be removed from our marketing list.
We may still contact you for non-marketing reasons, such as to confirm a booking, send trip details or respond to an enquiry.
7. Cookies, tracking and analytics
Our Site may use cookies and similar technologies to:
enable core functionality (such as remembering your enquiry details during a session)
understand how visitors use our Site (which pages are visited, how often and for how long)
help improve our content, design and user experience
support marketing and advertising efforts (for example, measuring the effectiveness of promotions).
Cookies are small data files stored on your device. You can control cookies through your browser settings, including blocking or deleting them. However, if you disable cookies, some features of our Site may not function properly.
We may use third-party analytics tools (such as [Analytics Provider]) which use cookies and other identifiers to collect information about Site usage. These tools only provide us with aggregated or de-identified data and do not allow us to identify individuals from analytics reports alone.
8. Storage and security of personal information
We take reasonable steps to protect the personal information we hold from:
misuse, interference and loss; and
unauthorised access, modification or disclosure.
These steps may include:
storing records in secure electronic systems
restricting access to personal information to staff who need it to perform their duties
using passwords, access controls and other technical security measures
maintaining internal policies and procedures relating to privacy and data security.
We retain personal information for as long as reasonably necessary for the purposes described in this Privacy Policy, or as required by law. When we no longer need personal information, we will take reasonable steps to destroy or de-identify it in a secure manner.
Despite our efforts, no method of transmission over the internet or electronic storage is completely secure. We cannot guarantee absolute security of your information.
9. Access to and correction of personal information
You have the right to:
request access to the personal information we hold about you; and
request correction of any personal information that you believe is inaccurate, out of date, incomplete, irrelevant or misleading.
To make a request, please contact us using the details in section 12. We may ask you to verify your identity before providing access or making corrections.
In some circumstances, we may refuse access or correction where we are permitted or required to do so by law. If we refuse your request, we will tell you why and explain how you can complain.
We do not generally charge a fee for access or correction requests, but we may charge a reasonable fee to cover administrative costs for complex or large requests. We will tell you in advance if any fee applies.
10. Comments, testimonials and reviews
If you provide a testimonial, rating or review (for example, to be displayed on our Site or social media), we may publish it along with your first name or other details you consent to share.
Public reviews you leave on third-party platforms (such as Google, Facebook or other review sites) are subject to those platforms’ own privacy policies. We may reference or link to such reviews on our Site or marketing materials.
If you would like us to remove a testimonial or review that we control (e.g. on our Site), please contact us and we will do our best to assist.
11. Complaints about privacy
If you have any questions about this Privacy Policy or concerns about how we have handled your personal information, please contact us first so we can try to resolve the issue:
Privacy Officer
[Business Name]
Email: [Contact Email Address]
Phone: 1300-387-654 (or [Updated Phone Number])
Postal Address: [Postal Address, City, State, Postcode, Australia]
Please include your name, contact details and a description of your concern. We will treat your complaint seriously and aim to respond within a reasonable period (usually within 30 days).
If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):
Website: www.oaic.gov.au
Phone: 1300 363 992
Post: GPO Box 5218, Sydney NSW 2001, Australia
12. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect:
changes to our services or business operations;
changes in legal or regulatory requirements; or
improvements in how we handle privacy.
When we update the Policy, we will publish the new version on our Site with an updated “Last updated” date. We encourage you to review this page periodically.
Your continued use of our Site or services after any changes are made will indicate your acceptance of the updated Privacy Policy.
13. Contact us
If you have any questions, requests or feedback about this Privacy Policy or our privacy practices, please contact us at:
Phone: 1300-387-654