Privacy Policy

1. About This Policy

Cooee Tours (trading name of Waggie Group Pty Ltd, ABN 12 345 678 901, "we", "us", "our") is committed to protecting the privacy of your personal information. This privacy policy explains how we collect, use, store, and disclose personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This policy applies to all personal information collected through our website (cooeetours.com.au), our booking platform (cooeetours.rezdy.com), our email and phone communications, and any in-person interactions during tours and events.

By using our website or services, you acknowledge that you have read and understood this privacy policy. If you do not agree, please do not use our services.

2. Information We Collect

We may collect the following types of personal information:

Information you provide directly

Contact details: name, email address, phone number, postal address
Booking details: tour preferences, travel dates, number of passengers, pick-up locations
Payment information: credit card or debit card details (processed securely by our payment provider — we do not store full card numbers)
Health and accessibility information: mobility requirements, dietary needs, medical conditions relevant to tour participation (only when voluntarily provided by you)
Emergency contact details: name and phone number of your nominated emergency contact
Communication records: emails, phone messages, and feedback you send us

Information collected automatically

Website usage data: pages visited, time on site, referral source (collected via Google Analytics)
Device information: browser type, operating system, screen resolution
IP address: used for analytics and security purposes (not used to identify individuals)
Cookies: see Section 7 below

3. How We Collect Information

We collect personal information through the following means:

When you make a booking through our website or booking platform (Rezdy)
When you contact us by phone, email, or through our website contact or enquiry form
When you subscribe to our newsletter
When you leave a review or provide feedback
When you interact with us on social media
Through cookies and analytics tools when you visit our website
When you board one of our tours (e.g., emergency contact details collected on the day)

We only collect personal information that is reasonably necessary for our business activities. We will not collect sensitive information (such as health data) unless you voluntarily provide it and it is directly related to your tour experience.

4. Why We Collect Information

We use your personal information for the following purposes:

Provide tour services: process bookings, confirm reservations, arrange pick-ups, and deliver the tour experience
Communicate with you: send booking confirmations, tour updates, itinerary changes, and respond to enquiries
Accessibility and safety: accommodate mobility requirements, dietary needs, and health conditions to ensure a safe and comfortable experience
Process payments: charge for tour services and issue refunds where applicable
Improve our services: analyse website usage, understand customer preferences, and enhance tour offerings
Marketing: send newsletters and promotional offers (only with your consent — you can unsubscribe at any time)
Legal compliance: meet our obligations under Australian law, including tax, workplace health and safety, and anti-discrimination legislation

We may share your personal information with the following third parties, only to the extent necessary to provide our services:

Booking platform: Rezdy (our online booking and ticketing provider)
Payment processor: for secure credit card payment processing (PCI-DSS compliant)
Tour partners: venues, attractions, restaurants, and accommodation providers included in your tour itinerary — limited to information needed to deliver the service, such as dietary requirements or group size
Analytics provider: Google Analytics (anonymised website usage data only)
Email marketing platform: our newsletter provider (only if you have subscribed)
Government authorities: where required by law (e.g., emergency services, tax authorities)

We do not sell, rent, or trade your personal information to third parties for their marketing purposes. All third-party service providers are required to handle your information in accordance with their own privacy obligations and applicable Australian law.

6. Overseas Disclosure

Some third-party services we use (such as Google Analytics and our booking platform) may store or process data on servers located outside Australia, including in the United States. Where this occurs, we take reasonable steps to ensure that overseas recipients handle your information in accordance with the Australian Privacy Principles.

We will not transfer your personal information overseas for any purpose other than delivering the services described in this policy.

7. Cookies & Website Analytics

Our website uses cookies — small text files stored on your device — to improve your browsing experience and help us understand how visitors use our site.

Types of cookies we use

Essential cookies: required for the website to function properly (e.g., remembering your session, security)
Analytics cookies: Google Analytics cookies that help us understand website traffic, popular pages, and how visitors navigate our site. This data is anonymised and does not identify you personally.
Performance cookies: used to optimise page load times and deliver a faster browsing experience

Managing cookies

You can control or delete cookies through your browser settings. Most browsers allow you to refuse cookies or alert you when a cookie is being set. Disabling cookies may affect some website functionality but will not prevent you from browsing our site. See our full Cookie Policy for details. For general cookie information, visit allaboutcookies.org.

8. Data Security

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

Secure (HTTPS) website connections with TLS encryption
Payment processing through PCI-DSS compliant payment providers — we do not store full credit card numbers
Password-protected access to booking and customer management systems
Staff training on privacy obligations and data handling procedures
Limiting access to personal information to staff who need it to perform their role

While we take all reasonable precautions, no method of electronic storage or internet transmission is 100% secure. We cannot guarantee absolute security of your personal data.

9. Data Retention

We retain your personal information only for as long as necessary to fulfil the purposes for which it was collected, or as required by law:

Booking records: retained for 7 years for tax and legal compliance purposes
Newsletter subscribers: retained until you unsubscribe
Website analytics: anonymised data retained for up to 26 months (Google Analytics default)
Enquiry correspondence: retained for 2 years unless related to an active booking

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

10. Your Rights

Under the Australian Privacy Principles, you have the right to:

Access your information: request a copy of the personal information we hold about you
Correct your information: ask us to update or correct any inaccurate or out-of-date information
Opt out of marketing: unsubscribe from newsletters and promotional communications at any time — click "unsubscribe" in any email, or contact us directly
Make a complaint: if you believe we have breached the Australian Privacy Principles, you can lodge a complaint with us (see Section 14) or with the Office of the Australian Information Commissioner (OAIC)

To exercise any of these rights, please contact us using the details in Section 14. We will respond to access and correction requests within 30 days of receipt.

11. Children's Privacy

Our website and services are not directed at children under 18. We do not knowingly collect personal information from children without parental consent. If a child under 18 wishes to participate in a tour, the booking must be made by a parent or legal guardian, who provides consent for any necessary information collection on the child's behalf.

12. Third-Party Links

Our website may contain links to third-party websites (e.g., attractions, accommodation providers, review platforms). These websites have their own privacy policies, and we are not responsible for their privacy practices. We encourage you to read the privacy policy of any website you visit before providing personal information.

13. Changes to This Policy

We may update this privacy policy from time to time to reflect changes in our practices, services, or legal requirements. Any changes will be posted on this page with an updated "last reviewed" date. We encourage you to review this page periodically. Material changes will be communicated via our website homepage and newsletter where practical.

14. Contact Us

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

Phone: +61 409 661 342 — Mon–Fri, 9am–5pm AEST
Email: bookings@cooeetours.com.au
Post: Cooee Tours — Waggie Group Pty Ltd, Brisbane, Queensland, Australia
Online: Contact & Enquiry form

We will acknowledge your complaint within 7 business days and aim to resolve it within 30 days. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or by calling 1300 363 992.