Privacy Policy

Ch-Ex Co. Pty Ltd (ABN 51 692 527 790)
Trading as Wild Side Melbourne

Effective Date: 30 July 2026
Registered Office: Collingwood, Victoria, Australia
Email: info@ch-ex.com.au
Website: www.ch-ex.com.au

1. Purpose

Ch-Ex Co. Pty Ltd ("Ch-Ex", "Wild Side Melbourne", "we", "our" or "us") respects your privacy and is committed to protecting your personal information.

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

visit our website;
make a booking;
participate in one of our tours;
contact us;
subscribe to our marketing communications; or
otherwise interact with us.

This Policy has been prepared in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

2. What Personal Information We Collect

Depending on the services you use, we may collect:

Identity Information
Full name
Date of birth
Nationality
Emergency contact details
Contact Information
Email address
Mobile phone number
Residential address
Booking Information
Tour selections
Booking history
Passenger names
Special requests
Dietary requirements
Accessibility requirements
Health Information

Where relevant to safely operate a tour, we may collect limited health information such as:

allergies;
mobility limitations;
medical conditions affecting participation;
emergency medical information.

Health information is collected only where reasonably necessary for providing our services safely.

Payment Information

Payments are processed through secure third-party payment providers.

We generally do not store your complete credit or debit card details.

Website Information

When you visit our website we may automatically collect:

IP address;
browser type;
operating system;
pages viewed;
device information;
referring website;
visit duration;
cookies and analytics information.
Communications

We may keep records of:

emails;
enquiries;
telephone conversations;
customer support requests;
online chat messages;
reviews and feedback.
3. How We Collect Information

We collect information:

directly from you;
during bookings;
through online forms;
through our website;
via email;
by telephone;
through social media;
through booking platforms;
through authorised travel agents;
through third-party payment providers;
through cookies and analytics technologies.
4. Why We Collect Personal Information

We collect personal information to:

process bookings;
confirm reservations;
communicate with customers;
deliver tours safely;
verify identities where necessary;
process payments;
issue refunds;
comply with legal obligations;
improve customer service;
improve our website;
manage insurance matters;
respond to enquiries;
send booking reminders;
notify customers of changes;
conduct customer satisfaction surveys;
send promotional communications where permitted.
5. Marketing Communications

With your consent, or where otherwise permitted by law, we may send:

newsletters;
promotional offers;
tour announcements;
discounts;
special events.

You may unsubscribe at any time by:

clicking the unsubscribe link in our emails; or
contacting us directly.

Opting out of marketing will not affect important booking-related communications.

6. Disclosure of Personal Information

We may disclose your information to:

tour guides;
transport providers;
accommodation providers;
wineries;
ski resorts;
national parks or attraction operators;
payment processors;
cloud service providers;
IT providers;
insurers;
accountants;
lawyers;
auditors;
government authorities where legally required.

We only disclose information reasonably necessary to provide our services.

7. Overseas Disclosure

Some service providers we use may store or process information outside Australia.

These providers may be located in countries including:

New Zealand;
United States;
Singapore;
European Union member states.

Where overseas disclosure occurs, we take reasonable steps to ensure providers protect your information in accordance with Australian privacy laws.

8. Cookies

Our website uses cookies and similar technologies.

Cookies help us:

remember preferences;
improve website performance;
analyse visitor behaviour;
improve customer experience.

You may disable cookies through your browser settings.

Some website features may not function correctly if cookies are disabled.

9. Google Analytics

Our website may use Google Analytics or similar services.

These services collect anonymous information regarding website usage including:

pages visited;
time spent on pages;
device type;
approximate geographic location.

This information helps improve our website and services.

Google may process this information in accordance with Google's Privacy Policy.

10. Social Media

If you interact with Wild Side Melbourne through:

Facebook;
Instagram;
TikTok;
YouTube;
LinkedIn;
other social media platforms,

your information may also be collected and processed under those platforms' own privacy policies.

11. Photography and Video

During tours we may take photographs or videos.

These may be used for:

social media;
website galleries;
brochures;
promotional campaigns;
advertising;
marketing materials.

If you prefer not to appear in photographs or videos, please notify your guide before the tour begins.

We will make reasonable efforts to respect your request.

12. Storage and Security

We take reasonable administrative, technical and physical measures to protect personal information from:

misuse;
interference;
loss;
unauthorised access;
modification;
disclosure.

Security measures include:

password protection;
secure cloud storage;
limited staff access;
encrypted payment processing;
software security updates.

Although we take reasonable precautions, no internet transmission or electronic storage method can be guaranteed to be completely secure.

13. Data Retention

We retain personal information only for as long as reasonably necessary to:

provide our services;
comply with legal obligations;
resolve disputes;
maintain business records;
satisfy taxation and accounting requirements.

When information is no longer required, we securely destroy or permanently de-identify it where practicable.

14. Access and Correction

You may request access to the personal information we hold about you.

You may also request correction if you believe information is:

inaccurate;
incomplete;
misleading;
out of date.

Requests should be submitted to:

info@ch-ex.com.au

We will respond within a reasonable period and generally within 30 days.

15. Children's Privacy

We do not knowingly collect personal information directly from children without the involvement of a parent, guardian, school or authorised organisation.

Where children participate in tours, personal information is collected only as reasonably necessary for booking and safety purposes.

16. Third-Party Websites

Our website may contain links to external websites.

We are not responsible for the privacy practices or content of third-party websites.

Customers should review the privacy policies of those websites before providing personal information.

17. Making a Privacy Complaint

If you believe your privacy has been breached, please contact us first.

Email:

info@ch-ex.com.au

Please include:

your name;
contact details;
description of your complaint;
supporting information where available.

We aim to investigate and respond within 30 days.

18. Office of the Australian Information Commissioner

If you are not satisfied with our response, you may contact:

Office of the Australian Information Commissioner (OAIC)

Website:

https://www.oaic.gov.au

Telephone:

1300 363 992

Address:

GPO Box 5218
Sydney NSW 2001
Australia

19. Changes to this Privacy Policy

We may update this Privacy Policy from time to time.

The latest version will always be published on our website.

Changes become effective when published unless otherwise stated.

20. Contact Us

Ch-Ex Co. Pty Ltd
Trading as Wild Side Melbourne

Email: info@ch-ex.com.au

Website: www.ch-ex.com.au

Registered Office:

Collingwood, Victoria, Australia

Last Updated: 30 July 2026