This Privacy Policy has been adopted by Ratpack Travel Pty Ltd (ACN 637 419 437) (“we” “us” or “our”) and applies to our handling of personal information.
By visiting the website viewable via domain ratpacktravel.com (“the Website”), engaging with social media accounts maintained by us or our officers, employees, contractors, agents or representatives, submitting a request for a quote through the Website, or otherwise providing us with your personal information for any purpose and by any means, you agree to us dealing with your personal information in accordance with this Privacy Policy, as may be varied from time to time, and you hereby acknowledge and consent to us collecting, using, storing, and disclosing your personal information as set out herein.
We deal with personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
The types of personal information that we collect from you will depend on the nature of your dealings with us. We only collect the personal information that we reasonably need to collect to carry out one or more of our business functions or activities.
We may collect your personal information directly from you when you provide it to us through the Website (for example, if you submit an enquiry to us via the Website contact form, or a request for a quote), via social media accounts operated by us, by email, by telephone, via message through apps such as Facebook or WhatsApp, or in any other way in which you provide it to us.
We will only collect personal information about you directly from you, unless it is unreasonable or impracticable to do so, where a third party has the right to provide us with your personal information, or where you otherwise authorise us to collect it from someone else.
If you provide us with any information relating to a third party (such as your travel companions), you warrant to us that you have the right to authorise us to collect and process that information in accordance with this Privacy Policy.
The following table sets out the information (including personal information) that we may collect from you when you deal with us in certain ways and why we need to collect it:
| Circumstances when we may collect personal information from you / how we collect it | What we may collect | Why we need to collect it / how we use it |
| When you send us an enquiry through the contact form available on the Website. | Any personal information you provide to us, which may include your full name, your phone number, your email address, your nationality, and any other information you provide to us. | To assist you with your enquiry. |
| If you subscribe to receive electronic direct mail from us. | Your name and email address. | To enable us to send you our direct marketing material, which may include special offers or promotions available from third party providers (such as car or campervan rental companies or tour operators) with whom we have a commercial relationship. |
| If you submit a request for a quote for campervan or car rental or tours or excursions through the Website. | Your name, your email address and your contact phone number. | To enable us to prepare, and communicate to you, a personalised quote. |
| If you require us to arrange or manage a booking for you. | Your name, your email address, your contact phone number, your driver’s licence details (if required), your date of birth and age, your address, and travel companions that you wish to be connected to the booking. | To enable us to arrange the booking on your behalf with third party providers, to handle payments in connection with bookings where required, and to provide you with booking support (such as in relation to amendments or variations to bookings or cancellations) where required. |
| When you interact with us through our social media accounts. | Your name, your social media handle and, in some cases, your contact information including your phone number and your email address, as well as any other personal information which you provide to us. | To interact with you and meet your requests. |
| When you enter a promotion advertised by us. | This will depend on the purpose of the promotion and the information we collect, and what we intend to do with it, which will be set out in the full terms and conditions for the promotion and made available to you on our social media accounts and / or the Website, as the case may be. | To administer the promotion, including to contact you if you win and to provide you with any prizes. |
When you access or use the Website, we may also collect technical data, such as your IP address, device identifiers and location data and any other online identifiers that could be used to identify you. We use this information for internal purposes such as auditing, data analysis, and research to improve the Website. We may also use this information to protect our reasonable interests, enforce our commercial terms or to determine businesses we should target to arrange a commercial relationship, such as tour operators or campervan or car rental companies, or to arrange new or varied travel and tourism packages.
We do not directly collect or store your full credit card details. We use our preferred external third-party processor, Stripe to process payments payable by you. You can access Stripe’s terms of use and privacy policy on Stripe’s website.
The particular purpose for which we collect personal information will either be explained when we collect that information, is set out in this Privacy Policy or will be obvious from the context in which it is collected.
In addition to the ways in which we use your personal information in certain circumstances as set out above, we may also use the personal information we collect from you in the following ways:
- to send important notices, such as updates to our terms and conditions and policies;
- to help us improve the Website;
- to enforce our terms and conditions or to comply with or enforce other commercial agreements of which we are a party, or to protect our rights or property;
- for internal purposes such as auditing, data analysis, and research to improve the Website or our offerings; and
- to enable third party service providers engaged by us to perform business tasks on our behalf.
We will only use your personal information for the particular purpose we collected it as set out herein, for any purpose for which you have consented, or for other purposes that are directly related to that purpose. If we want to use personal information for any other purpose we will obtain your consent.
If you opt-in to receiving electronic direct mail from us, you may opt-out again at any time by unsubscribing using the feature in any email communication sent to you by us.
We may disclose your personal information to third parties if required by law, if necessary to report a data breach, or as otherwise permitted under the Privacy Act or other local laws. We may also disclose your personal information as is reasonably necessary to enforce any of our terms and conditions or to comply with or enforce other commercial agreements to which we are a party, or to protect our rights or property.
Your personal information may be de-identified and aggregated with other information to use or disclose the anonymous data to third party providers with whom we have a commercial relationship, or with whom we intend to have a commercial relationship, or for the purpose of negotiating the terms and conditions of third party provider commercial relationships.
We may disclose personal information to our employees and contractors and external service providers who help us operate or protect our business and to maintain the Website, for example, IT consultants, website hosts, advertising agencies, professional analytics tool providers, insurance advisors, independent contractors, lawyers, accountants and other professional advisors. When we engage external service providers, we require those contractors to comply with contractual privacy obligations that reflect our own privacy obligations. We may also exchange your personal information with third parties for the purpose of fraud protection.
We may provide your personal information to third party providers with whom we have a commercial relationship for the purpose of:
- securing quotes for cars, campervans, tours or excursions where you have expressed an interest to receive a quote;
- booking any cars, campervans, tours or excursions you ask us to book on your behalf, amending, varying or cancelling any such booking, and to attending to any payments or refunds applicable in connection with the bookings;
- attending to securing payment of any commissions due to us from third party providers in connection with bookings made by us on your behalf.
In the event of a re-organisation, merger or sale, we may transfer any and all personal information we collect and store to the relevant third party on a confidential basis for them to use in the same way that we use that information.
We do not rent or sell personal information in our usual course of business.
Personal information provided to us is stored securely using reasonable security measures. Our employees and contractors who have a need to access personal information held by us, access that personal information through password protected electronic devices.
We use the latest Secure Socket Layer (SSL) encryption technology, which encrypts information to prevent it being read in transmission over the Internet, when we collect information from you through the Website.
We may transfer, process and store personal information about you held by us outside of your country of residence, including in Holland and the United Kingdom where some of our team is based. We may also transfer your personal information to third-party providers with whom you wish to engage with for the purpose of vehicle rental or to book tours or excursions, and they will handle the information in accordance with their own privacy policies.
We will take reasonable steps to protect your personal information at the time of transfer.
You have the right to seek access to the records of personal information that we hold about you. You also have the right to ask us to correct your personal information where it is not otherwise correctly recorded.
If you wish to access the personal information that we hold about you, please set out your request in writing, and send it to us using the contact details set out at the end of this Privacy Policy.
Unless we are otherwise required by Australian law, or a court / tribunal order to retain the information, we will take reasonable steps to destroy the personal information that we hold about you, or to ensure that the information is de-identified, when we no longer need to retain the information for any purpose for which the information may be used or disclosed by us as set out herein.
In general, you can visit the Website without telling us who you are or revealing personal information about yourself. There are however times when we may need to collect personal information from you. For instance, if you wish for us to provide you with a quote for campervan or car rental, or for tours or excursions, or to book cars or campervans for your rental, or tours or excursions on your behalf, we will need to collect some personal information from you to do so. At the time of collection, we will seek your permission to send you further electronic communications, and for your personal information to be handled in accordance with this Privacy Policy.
From time to time, the Website may contain links to third-party websites. Information collected by third parties, which may include personal information, is governed by their privacy practices and not ours. You should review those policies together with the relevant terms of use for the third-party website prior to providing any personal information via those third-party websites.
No data transmission over the internet can be guaranteed as completely secure. We are not responsible for any unauthorised use of personal information by third parties which is outside of our reasonable control.
We use cookies on the Website to measure your use of the Website, and to improve the Website functionality. Whilst most internet browsers are set to accept cookies, you can set your internet browser to reject cookies, or to notify you when they are being used. If you reject cookies, you may limit the functionality of the Website when you access it.
Social media platform pixels, such as the Facebook Pixel, are installed on the Website and capture your use of the Website for ad retargeting purposes.
By continuing to use the Website, you consent to us using cookies and pixels as set out herein.
If you have any questions about this Privacy Policy, or if you wish to make a complaint about how we have handled the personal information we hold about you, please send us an email to our privacy officer at info@ratpacktravel.com setting out the details of your question or complaint.
Any complaint will be investigated and the outcome of that investigation communicated to you within 30 days. If you are not satisfied with the outcome or the handling of the complaint by us, you can contact the Office of the Australian Information Commissioner by calling 1300 363 992 or by sending an email to enquiries@oaic.gov.au.
We periodically review this Privacy Policy and reserve the right, at our absolute discretion, to modify or remove portions of this Privacy Policy at any time by publishing revised versions on the Website. We will notify you of the changes to this Privacy Policy if we hold personal information about you at the time of any change, and the changes to the Privacy Policy are material.
