Privacy Policy

1. About this policy

Down Under Cruise and Dive ("we", "us", "our") respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, hold, use and disclose personal information when you:

• make a booking or enquiry with us
• travel with us on one of our tours or vessels
• participate in snorkelling, diving, helicopter or other activities arranged by us
• visit our website
• contact us by phone, email, social media or in person

We aim to handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

2. What personal information we may collect

The personal information we collect depends on the service you request and how you interact with us. It may include:

• your name
• phone number
• email address
• residential or postal address
• date of birth
• emergency contact details
• booking details, travel date and passenger details
• payment and transaction details
• information relevant to travel, safety or participation in activities
• medical or health information where relevant to snorkelling, diving, helicopter flights or other activities
• correspondence, feedback, reviews or complaints
• records of calls, emails, forms or waivers submitted to us
• website usage information such as IP address, browser type, device information and pages visited

Where you provide us with personal information about another person, you should ensure you are authorised to do so.

3. Why we collect personal information

We collect personal information for purposes including:

• processing bookings, payments and refunds
• confirming bookings and contacting passengers about changes, cancellations, delays or operational matters
• administering check-in and passenger records
• assessing suitability for snorkelling, diving, helicopter or other activities
• managing health, safety and emergency response
• providing customer service and responding to enquiries
• improving our products, services and website
• conducting internal administration, reporting and record keeping
• complying with legal, regulatory, marine safety, accounting and insurance requirements

If you do not provide information we reasonably require, we may not be able to process your booking, allow participation in certain activities, complete check-in, respond to your enquiry, or provide our services to you safely and efficiently.

4. How we collect personal information

We may collect personal information directly from you when you:

• make a booking through our website, by phone, by email or in person
• complete check-in forms, waivers, medical questionnaires or participation forms
• contact our reservations, operations or charter team
• submit a review, complaint or feedback
• interact with us through social media or our website

We may also receive personal information from third parties such as:

• travel agents, online travel agents and booking partners
• cruise lines, accommodation providers or tour desks
• payment processors
• activity partners or contractors involved in delivering part of your experience
• medical, emergency or regulatory authorities where relevant
• family members or travelling companions acting on your behalf

5. Health and safety information

Some of our products involve marine, adventure or aviation-related activities. To help us manage those activities safely, we may collect information relevant to your participation, including medical or health information where appropriate.

We only seek this information where it is reasonably necessary for safety, operational or legal purposes. If relevant information is not provided, we may be unable to allow you to participate in a particular activity or, in some cases, travel with us.

6. How we use and disclose personal information

We may use and disclose your personal information:

• to process and manage your booking
• to communicate with you about your booking or travel arrangements
• to our staff, contractors and service providers who help us operate our business
• to payment service providers to process payments
• to activity providers, aviation providers, transport providers or other suppliers involved in your booking
• where needed to protect the health or safety of passengers, crew, staff or the public
• to insurers, professional advisers or claims managers
• where required or authorised by law
• to government, marine safety, law enforcement or health authorities when required
• in connection with a business sale, restructure or asset transfer, subject to appropriate confidentiality protections

We do not sell personal information to third parties.

7. Website analytics and cookies

When you visit our website, we may automatically collect certain technical information such as your IP address, browser type, operating system, pages viewed and the date and time of access.

Our website may use cookies and similar technologies to:

• improve website performance and functionality
• remember preferences
• understand how visitors use our website
• support website analytics

You can usually manage cookies through your browser settings, but disabling cookies may affect website functionality.

8. Storage and security

We hold personal information in electronic systems and, in some cases, in paper records.

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. These steps may include access controls, secure payment systems, staff training, restricted file access and other security measures appropriate to the information we hold.

However, no data transmission or storage system can be guaranteed to be completely secure.

9. Overseas disclosure

We generally seek to keep personal information within Australia.

However, some of our website, email, booking, cloud hosting, analytics or software service providers may store or process information outside Australia. Where this occurs, we take reasonable steps to ensure appropriate protections are in place.

If you want more information about overseas disclosure, please contact us.

10. Access and correction

You may request access to the personal information we hold about you, and you may ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.

Requests can be made using the contact details below. We may need to verify your identity before processing your request.

In some circumstances, the law allows us to refuse access. If that occurs, we will explain why, unless we are not required to do so.

11. Retention

We keep personal information only for as long as reasonably necessary for the purposes for which it was collected, and as required for legal, operational, safety, accounting, insurance and dispute-resolution purposes.

When personal information is no longer required, we take reasonable steps to destroy it or de-identify it.

12. Complaints

If you have a complaint about how we have handled your personal information, please contact us in writing using the details below.

Please provide enough detail for us to understand and investigate your complaint.

We will review your complaint and aim to respond within a reasonable time.

If you are not satisfied with our response, you may be able to make a complaint to the Office of the Australian Information Commissioner (OAIC).

13. Contact us

If you have questions about this Privacy Policy, want to access or correct your personal information, or wish to make a privacy complaint, please contact:

Down Under Cruise and Dive
287 Draper Street, Parramatta Park QLD 4870, Australia
Phone: (07) 4052 8300
Email: reservations@downunderdive.com.au

14. Changes to this policy

We may update this Privacy Policy from time to time. The current version will be published on our website.