Privacy Policy

1. Introduction

("we", "us" or "our") respects your privacy and is committed to protecting the personal information you provide when you visit and interact with this website. This Privacy Policy explains what personal information we collect, why we collect it, how we use and disclose it, how long we retain it, and what rights you have in relation to it.

This Policy applies exclusively to personal information collected through velorianestatehotel.com (the "Website"). It does not govern information collected in person at our premises, by telephone or through channels other than this Website, except where such information is provided in direct connection with a request initiated on this Website.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) contained in Schedule 1 of that Act. Where additional state or territory obligations apply, we comply with those requirements as well.

By using this Website, you acknowledge that you have read and understood this Privacy Policy. If you do not agree with the practices described, please do not use this Website or submit information through it.

2. Data Controller

The entity responsible for the collection and handling of your personal information through this Website is:

All privacy enquiries, access requests, correction requests and complaints should be directed to the contact above.

3. Information We Collect

We collect personal information only to the extent necessary to fulfil the purposes described in this Policy. The categories of information we collect through this Website are set out below.

3.1 Contact and Enquiry Information

When you submit an enquiry, complete a contact form or send us an email through the Website, we may collect:

• Your full name
• Email address
• Telephone number (if provided)
• The content of your message or enquiry
• Any other information you voluntarily include in your communication

3.2 Reservation Request Information

When you submit a room reservation request or make a booking through this Website, we may collect:

• Full name of the lead guest and, where provided, accompanying guests
• Email address and telephone number
• Requested arrival and departure dates
• Room type and occupancy preferences
• Special requests or accessibility requirements
• Payment card details (processed securely through our payment service provider; we do not store full card numbers on our own systems)
• Billing address

3.3 Device, Technical and Usage Information

When you visit this Website, our servers and analytics tools automatically collect certain technical information, including:

• IP address
• Browser type and version
• Operating system
• Referring URL and exit pages
• Pages viewed, links clicked and time spent on pages
• Date and time of access
• Device type and screen resolution

This technical information is generally collected in aggregated or pseudonymous form. Where it can reasonably identify you, it constitutes personal information under the Privacy Act 1988 (Cth) and is handled accordingly.

3.4 Cookie and Consent Data

We use cookies and similar tracking technologies on this Website. When you arrive on the Website, you will be presented with a cookie consent notice. The choices you make — including whether you accept, reject or customise cookie categories — are recorded as consent data and associated with a unique session or device identifier.

Further information about the cookies we use and how to manage them is provided in Section 8 of this Policy.

3.5 Special-Category Personal Data

We do not intentionally collect special-category personal data through this Website. If you voluntarily include such information in a free-text field (for example, within a special request), we will handle it with the additional care required under applicable law. Please limit the personal information you include in free-text fields to what is strictly necessary for your request.

3.6 Information Relating to Casino Guests

Our property includes a casino facility. Guests must be aged 21 years or older to enter and use the casino. Age verification and responsible-gambling data collected at the casino floor are handled under separate procedures in accordance with applicable Queensland gaming legislation and are not collected through this Website. This Website does not facilitate casino account registration, wagering or any casino-specific transaction.

4. Purposes of Collection and Legal Bases for Handling

The table below summarises the primary purposes for which we use your personal information and the legal basis under the Privacy Act 1988 (Cth) and, where applicable, broader privacy principles that justify each use.

We will not use your personal information for any purpose that is materially different from the purposes listed above without notifying you and, where required by law, obtaining your consent.

5. Disclosure of Personal Information

We do not sell, rent or trade your personal information to third parties. We may disclose your personal information to the following categories of recipients only to the extent necessary for the purposes described in Section 4.

5.1 Service Providers and Processors

We engage reputable third-party service providers to assist us in operating this Website and fulfilling reservations. These providers act on our instructions and are not permitted to use your information for their own purposes. They include:

• Reservation and property management system providers — to process and manage bookings
• Payment processing providers — to handle card transactions securely
• Email and communications platform providers — to deliver booking confirmations and correspondence
• Website hosting and infrastructure providers — to host and maintain the Website
• Analytics providers — to generate aggregated or pseudonymous usage reports
• Cybersecurity and fraud prevention providers — to protect the Website and transactions

5.2 Professional Advisers

We may disclose personal information to our legal advisers, accountants and insurers where necessary in the course of professional services they provide to us, subject to confidentiality obligations.

5.3 Regulatory and Law Enforcement Authorities

We may disclose personal information to government agencies, regulators or law enforcement bodies where we are required or authorised to do so by law, or where disclosure is necessary to prevent or investigate suspected fraud, unlawful activity or a serious threat to safety.

5.4 Business Transfers

In the event of a proposed or completed merger, acquisition, restructure or sale of all or part of our business, personal information held by us may be disclosed to prospective or actual purchasers, subject to appropriate confidentiality undertakings. We will notify you of any such transfer in accordance with applicable law.

5.5 With Your Consent

We may disclose personal information to other parties with your express consent.

6. Cross-Border Disclosure of Personal Information

Some of our third-party service providers operate, or store data on servers located, outside Australia. Where we disclose personal information to an overseas recipient, we take reasonable steps to ensure that the recipient handles that information in a manner consistent with the Australian Privacy Principles, either by entering into contractual arrangements with the recipient or by satisfying ourselves that the recipient is subject to a law or binding scheme that provides substantially similar protections.

Countries to which personal information may be disclosed include, but may not be limited to, the United States of America, member states of the European Economic Area, Singapore and New Zealand, depending on the service providers engaged at any given time.

By submitting personal information through this Website, you acknowledge that your information may be transferred, stored or processed outside Australia in accordance with this Policy. If you do not consent to such transfer, please do not submit personal information through this Website.

Where the Office of the Australian Information Commissioner (OAIC) issues updated guidance on cross-border data flows, we will review and, where necessary, update our practices accordingly.

7. Retention of Personal Information

We retain personal information only for as long as is necessary to fulfil the purposes for which it was collected, including to satisfy any legal, accounting or reporting obligations, or to resolve disputes.

The following general retention periods apply:

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

8. Cookies and Tracking Technologies

8.1 What Are Cookies?

Cookies are small text files placed on your device by a website you visit. They are widely used to make websites function, to improve efficiency and to provide information to the website operator. Similar technologies include pixel tags, web beacons and local storage objects. References to "cookies" in this Policy include all such similar technologies unless the context requires otherwise.

8.2 Categories of Cookies We Use

8.3 Managing Your Cookie Preferences

When you first visit the Website, a cookie consent banner will be displayed. You may accept all cookies, reject non-essential cookies, or customise your preferences by category. You may update your preferences at any time by accessing the cookie settings control on the Website.

You can also manage or delete cookies through your browser settings. Most browsers allow you to refuse cookies, delete existing cookies or receive notifications before a cookie is set. Please note that disabling cookies may affect the functionality of certain parts of the Website.

For further guidance on managing cookies, please visit www.oaic.gov.au or your browser's help documentation.

9. Security of Personal Information

We take the security of your personal information seriously and implement reasonable technical and organisational measures designed to protect it from misuse, interference, loss, unauthorised access, modification or disclosure.

Our security measures include:

• Transmission of data over this Website using Transport Layer Security (TLS) encryption
• Restriction of access to personal information to authorised personnel only, on a need-to-know basis
• Use of access controls and authentication measures for internal systems
• Contractual obligations on third-party service providers to maintain appropriate security standards
• Regular review of our information security practices

Payment card data is handled by our payment service provider using industry-standard security controls. We do not store full card numbers on our own systems.

No method of transmission over the internet or method of electronic storage is completely secure. While we strive to use commercially acceptable means to protect your personal information, we cannot guarantee absolute security.

If you become aware of any actual or suspected security incident affecting your personal information, please contact us promptly at info@velorianestatehotel.com.

We maintain an internal data breach response procedure. In the event of an eligible data breach under the Notifiable Data Breaches (NDB) scheme (Part IIIC of the Privacy Act 1988 (Cth)), we will notify the Office of the Australian Information Commissioner (OAIC) and affected individuals as required by law.

10. Your Rights in Relation to Personal Information

Under the Privacy Act 1988 (Cth) and the Australian Privacy Principles, you have the following rights in relation to the personal information we hold about you.

10.1 Right of Access

You have the right to request access to the personal information we hold about you. We will provide access within a reasonable time and, in most cases, without charge. We may decline access in circumstances permitted by the APPs (for example, where providing access would be unlawful or would unreasonably impact the privacy of another individual). Where we decline, we will give you written reasons.

10.2 Right to Correction

You have the right to request that we correct personal information that is inaccurate, out of date, incomplete, irrelevant or misleading. We will take reasonable steps to correct the information within 30 days of your request, or such other period as we agree with you.

10.3 Right to Withdraw Consent

Where we are handling your personal information on the basis of your consent — for example, for marketing communications or non-essential cookies — you have the right to withdraw that consent at any time. Withdrawal of consent does not affect the lawfulness of handling carried out prior to withdrawal. To withdraw consent for marketing communications, click the unsubscribe link in any communication we send you or contact us directly. To update cookie preferences, use the cookie settings control on the Website.

10.4 Right to Make a Complaint

If you believe we have interfered with your privacy, you have the right to make a complaint. Details of how to make a complaint are set out in Section 12 of this Policy.

10.5 Anonymity and Pseudonymity

Where practicable and lawful, you may interact with this Website or make general enquiries without identifying yourself. However, we cannot process a reservation request or respond to a personalised enquiry without sufficient identifying information.

10.6 Direct Marketing Opt-Out

If you have received direct marketing communications from us, you may opt out at any time by following the unsubscribe instructions in those communications, or by contacting us at info@velorianestatehotel.com. We will action opt-out requests within a reasonable period, which will not exceed 5 business days.

10.7 How to Exercise Your Rights

To exercise any of the rights described above, please contact us in writing at:

We may need to verify your identity before processing your request. We will not charge a fee for making an access or correction request unless the request involves a disproportionate effort, in which case we will notify you of any proposed charge before proceeding.

11. Responsible Gambling Resources

The casino facility at Velorian Estate Hotel is accessible only to guests aged 21 years or older. We are committed to supporting responsible gambling and encourage anyone who has concerns about gambling behaviour — whether their own or that of someone they know — to seek support from independent community resources.

The following organisations provide free, confidential support and self-exclusion tools:

• Gambling Help Online — www.gamblinghelponline.org.au
• Gambling Help Queensland — available through the Queensland Government's public health and community services directory
• National Gambling Helpline — 1800 858 858 (24 hours, 7 days)

Personal information provided to these independent services is handled under their own privacy policies, not this Policy.

12. Privacy Complaints

12.1 Internal Complaints Process

If you have a concern or complaint about the way we have handled your personal information, we encourage you to contact us in the first instance so that we have the opportunity to address it.

Please submit your complaint in writing to:

We will acknowledge receipt of your complaint within 5 business days and aim to provide a substantive response within 30 days. Where a complaint is complex, we will keep you informed of our progress.

12.2 External Complaints — Office of the Australian Information Commissioner

If you are not satisfied with our response, or if you prefer to lodge a complaint directly with the regulator, you may contact the Office of the Australian Information Commissioner (OAIC). The OAIC is the independent statutory authority responsible for overseeing compliance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

The OAIC provides published guidance, complaint-handling services and information about your privacy rights. Contact details for the OAIC are:

• Website: www.oaic.gov.au
• Online complaint form: available at www.oaic.gov.au/privacy/privacy-complaints
• GPO Box 5218, Sydney NSW 2001
• GPO Box 2999, Canberra ACT 2601

13. Links to Third-Party Websites

This Website may contain links to external websites operated by third parties. These links are provided for your convenience only. We do not control those websites and are not responsible for their content or privacy practices. We encourage you to review the privacy policies of any external website you visit. This Privacy Policy applies only to velorianestatehotel.com.

14. Children's Privacy

This Website is not directed at children under the age of 18 years. We do not knowingly collect personal information from individuals under 18 through this Website. If you believe we have inadvertently collected such information, please contact us at info@velorianestatehotel.com and we will take prompt steps to delete it.

15. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements or for other operational reasons. When we make material changes, we will update the "Last updated" date at the top of this page. We encourage you to review this Policy periodically. Your continued use of the Website following the posting of changes constitutes your acknowledgement of those changes.

If we intend to use previously collected personal information in a materially different way, we will provide notice and, where required by law, seek your consent before doing so.

16. Governing Law

This Privacy Policy is governed by and construed in accordance with the laws of the State of Queensland and the Commonwealth of Australia. Any disputes arising in connection with this Policy will be subject to the jurisdiction of the courts of Queensland, Australia.

17. Contact Us

For all privacy-related enquiries, access and correction requests, marketing opt-outs or complaints, please contact us at:

We are committed to handling your enquiry promptly, courteously and in accordance with our obligations under the Privacy Act 1988 (Cth).