Privacy Policy

1. About this policy

This policy explains how Elite Class Rides (“we”, “us” or “our”) handles personal information when you visit eliteclassrides.co, contact us, request a quote, make or manage a booking, use a customer portal or use one of our mobile apps when available.

We handle personal information in line with privacy laws that apply to us. Where applicable, this includes the Privacy Act 1988 (Cth) and the Australian Privacy Principles. We also aim to handle information with care in situations where those laws do not apply.

2. Information we collect

The information we collect depends on how you interact with us. It can include:

• Contact and booking details: Your name, phone number, email address, billing details, booking reference, and the name and contact details of a person booking on your behalf.
• Journey details: Pickup and destination addresses, stops, requested date and time, flight details if provided, passenger numbers, luggage, vehicle choice, and information needed to coordinate the trip.
• Requests and preferences: Child-seat requests, accessibility or mobility arrangements, and other instructions you choose to give us. Please share only information that is relevant to arranging your ride.
• Payment and invoice details: The amount, payment status, transaction reference and invoice details. If an online payment provider is used, that provider handles payment card information under its own privacy and security arrangements; we should not receive your full card security details.
• Communications: Emails, calls, messages, feedback and information you provide when you ask a question or raise a concern.
• Technical information: When you use our website, portal or app, the relevant service may record technical information such as device and browser type, operating system, IP address, access times, pages or screens used, and error or security logs. Confirm the actual logging and analytics tools before publication.
• Location information: We only receive device location if a feature requests it and you grant permission. Check the live app settings and policy before publishing this statement; do not enable or describe background location unless it is actually used and explained to users.

We generally collect information from you, from the person who makes the booking for you, and through the systems used to operate the website, portal or app. We may receive information from a driver or service provider when needed to manage a booking, safety issue or complaint.

3. Sensitive information and children

Some requests, such as an accessibility arrangement or a child-seat request, can reveal sensitive or health-related details. We ask you to provide only what is reasonably needed to arrange the service. If a child seat is requested, please provide the relevant child information through the adult booking contact. We use it to assess and confirm the requested transport arrangement.

We do not ask children to create accounts or submit booking requests directly. A parent, guardian or other adult should make the booking and provide any details needed for the ride.

4. Why we use personal information

We use personal information to:

• answer enquiries and prepare quotes;
• check availability and arrange, confirm, deliver and manage rides;
• share necessary pickup and journey information with the assigned driver or vehicle operator;
• plan routes and coordinate flight or timing updates where relevant;
• process payments, issue invoices and maintain business records;
• respond to feedback, complaints, safety incidents and claims;
• protect our services, accounts and systems from misuse and investigate suspected fraud or security issues;
• maintain and improve the website, booking tools, portal and app; and
• send service updates. We send marketing messages only where permitted, and you can opt out using the unsubscribe method provided or by contacting us.

We do not use personal information for a purpose unrelated to the reason it was collected unless you agree or the law allows or requires it.

5. Who we share information with

We share only information reasonably needed for the relevant purpose. Depending on the booking and systems in use, recipients can include:

• the driver, vehicle operator or service provider assigned to your trip;
• providers that host or support our website, booking, customer portal or app;
• mapping or navigation services used to plan a route;
• payment providers, banks or payment processors;
• providers that send our email or SMS messages;
• professional advisers, insurers and claims handlers; and
• government, law-enforcement or regulatory bodies when required or authorised by law.

We do not sell personal information. We do not give third parties permission to use booking information for their own unrelated marketing.

6. Cookies, app permissions and third-party links

Our website may use cookies or similar storage for functions such as keeping a session active, protecting forms, remembering preferences or measuring site use. Confirm which cookies and analytics tools are actually active and link to any consent controls.

If an app feature requests access to location, camera, notifications or another device permission, your device will show a permission request. You can manage permissions in your device settings. We will explain the purpose of any permission in the app. Other websites or services linked from our website have their own privacy practices.

7. Storage, security and retention

We take reasonable steps to protect personal information from loss, misuse, interference, unauthorised access, modification or disclosure. Measures should reflect the actual systems in use and can include access controls, account security, staff/contractor confidentiality, secure transfers and backups. Confirm which safeguards are in place before publication.

We keep information for as long as reasonably needed to arrange and support a booking, deal with enquiries or claims, maintain required business and tax records, meet legal obligations, and protect our legitimate business interests. When information is no longer needed, we take reasonable steps to securely destroy or de-identify it, subject to legal retention requirements and backup cycles.

8. Access and correction

You can ask for access to personal information we hold about you or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading. Contact us using the details above and include enough information for us to identify the relevant booking. We may need to verify your identity before responding.

9. Privacy complaints

If you have a privacy concern, contact us at info@eliteclassrides.com.au or by phone on +61 468 798 302. Tell us what happened and how you would like it resolved. We will acknowledge and investigate your complaint and respond within a reasonable time.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au. The OAIC’s ability to consider a complaint depends on the privacy laws that apply.

10. Anonymous or pseudonymous enquiries

You can browse public pages without identifying yourself. We may not be able to provide a quote, confirm a booking, collect payment or deliver a ride unless we have the contact and journey details needed to do so.

11. Changes to this policy

We may update this policy when our services, systems or legal obligations change. The current version and its “Last updated” date will appear on our website. If a change materially affects how we use information already collected, we will take reasonable steps to explain the change where required.