Privacy Policy — Ch-Ex Co. Pty Ltd
Effective Date: 5 November 2025
Company: Ch-Ex Co. Pty Ltd (ABN 51 692 527 790)
Registered Office: Melbourne, Victoria, Australia
Contact: info@ch-ex.com.au
1. Purpose of this Policy
This Privacy Policy outlines how Ch-Ex Co. Pty Ltd (“Ch-Ex”, “we”, “us”, or “our”) collects, holds, uses, and discloses your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
By using our website, booking our tours, or engaging with our services, you consent to the handling of your personal information as described in this Policy.
2. What Personal Information We Collect
We may collect the following types of personal information directly from you:

• Your name, contact details (email, phone, address)

• Date of birth and nationality (for booking and travel requirements)

• Payment information (credit card or bank details)

• Copies of identification (passport, driver’s licence, visa information)

• Travel preferences or health/dietary information relevant to a booking

• Feedback, reviews, or communications with us

• Any other information you voluntarily provide (e.g. through forms or email)

We also collect information automatically when you visit our website, including IP address, browser type, pages visited, and session times, for analytics and security purposes.
3. How We Collect Personal Information
We may collect your personal information:

• When you make an enquiry, booking, or payment with us

• When you subscribe to newsletters or promotions

• When you contact us by phone, email, or social media

• When you use our website or submit online forms

• From publicly available sources or authorised third parties (such as travel agents or payment processors)

Where practicable, we will collect personal information directly from you.
4. Use of Personal Information
We use your personal information to:

• Process bookings, payments, and confirmations

• Provide travel products, tours, and customer support

• Communicate updates, changes, or cancellations

• Send newsletters or marketing materials (if you have opted in)

• Improve our website, products, and services

• Meet legal, taxation, or insurance obligations

• Manage staff, suppliers, and business operations

If you do not wish to receive marketing materials, you may unsubscribe at any time using the link in our emails or by contacting us directly.
5. Disclosure of Personal Information
We may disclose your personal information to:

• Tour partners, hotels, and service providers to deliver your booking

• Payment processors and financial institutions

• Our IT and marketing service providers

• Professional advisors (accountants, lawyers, auditors)

• Government or regulatory authorities when required by law

We take reasonable steps to ensure third parties handle your data in accordance with the Australian Privacy Principles.
6. Overseas Disclosure
Some third-party service providers may be located outside Australia (for example, in New Zealand, the United States, or the European Union).
Where your information is transferred overseas, we will take reasonable steps to ensure it is protected by privacy standards consistent with Australian law.
7. Security of Your Personal Information
We take reasonable administrative, technical, and physical safeguards to protect your personal information from unauthorised access, misuse, loss, or alteration.
However, as the internet is not completely secure, we cannot guarantee absolute protection of your data transmitted online.
8. Access and Correction
You have the right to:

• Request access to the personal information we hold about you

• Ask for corrections if you believe it is inaccurate, out of date, incomplete, or misleading

Requests should be made in writing to info@ch-ex.com.au, and we will respond within a reasonable period, usually within 30 days.
9. Cookies and Website Tracking
Our website uses cookies to enhance your browsing experience. Cookies help us understand user behaviour, preferences, and website performance.
You may disable cookies through your browser settings; however, some features may not function properly.
We use Google Analytics and similar tools to monitor website traffic. These services may collect information about your use of our site anonymously.
10. Direct Marketing
We may send you marketing communications about our tours, offers, or updates if you have given consent or if you would reasonably expect us to do so.
You can opt out of marketing communications at any time.
11. Data Retention
We retain personal information only for as long as necessary to fulfil the purposes for which it was collected, or as required by law (e.g., tax, accounting, or regulatory requirements).
After this period, information is securely destroyed or de-identified.
12. Complaints and Privacy Concerns
If you believe your privacy has been breached or mishandled, please contact us at info@ch-ex.com.au.
We will investigate your complaint and respond within a reasonable timeframe.
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at:
📍 GPO Box 5218, Sydney NSW 2001
📞 1300 363 992
🌐 www.oaic.gov.au
13. Changes to This Policy
We may update this Privacy Policy from time to time to reflect legal or operational changes. The latest version will always be available on our website.
By continuing to use our services after changes are published, you accept the updated Policy.
14. Contact Us
If you have any questions about this Privacy Policy or your personal information, please contact us at:
📧 Email: info@ch-ex.com.au
🏢 Company: Ch-Ex Co. Pty Ltd
📍 Registered Office: Collingwood, Victoria, Australia