Privacy Policy
Wize Trips Pty Ltd (trading as Ausguides – Explore Australia)
ABN: 89 663 238 328
Effective Date: 01 January 2025
Last Updated: 20 August 2025
Version: V1.0
Introduction
Wize Trips Pty Ltd (“Wize Trips”, “we”, “us” or “our”) understands the importance of protecting personal information.
This Privacy Policy explains how we collect, use, disclose and protect personal information when you interact with us, visit our website, make a booking, purchase a tour, or otherwise engage our services.
We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), which set out standards for the collection, use, disclosure and storage of personal information and your rights to access and correct that information.
By using our services or providing us with your personal information, you consent to the practices described in this Privacy Policy.
What personal information we collect
The types of personal information we collect and hold about you depend on the nature of your interactions with us. Generally we may collect:
- Contact and identification details – your full name, postal and residential address, email address, telephone number, date of birth, nationality and emergency contact information.
- Booking and travel details – tour preferences, travel dates, itinerary information, and information about other participants in your booking.
- Identification documentation – passport details or other ID (only where required to book tickets or comply with legal requirements).
- Health and dietary information – medical conditions, accessibility needs, mobility or dietary requirements that you choose to provide so we can accommodate your needs and ensure your safety.
- Payment information – payment card details are collected and processed by our payment gateways (e.g. Rezdy Pay, Stripe or similar) or by Online Travel Agencies (OTAs). We do not store your full card details on our own systems.
- Device and website usage information – IP address, browser type, operating system, referring pages, pages visited, time spent on pages and other analytics data collected via cookies, Google Analytics, Facebook Pixel and similar technologies.
- Marketing and feedback data – your marketing preferences, feedback, reviews and survey responses.
- Communications – information you provide when you contact us via email, phone, social media, chatbots (e.g. WhatsApp integration) or our website contact forms.
We only collect sensitive information (such as health or disability information) with your consent or when required by law, and we handle it in accordance with applicable privacy law.
How we collect personal information
We collect personal information in a number of ways, including:
- Directly from you when you book a tour, fill out forms on our website, call or email us, provide feedback, interact with our live chat/WhatsApp service, or communicate with us in person.
- Through OTAs and booking platforms such as Viator, Klook, GetYourGuide, TripAdvisor and others when you make a reservation through those platforms.
- Through our payment gateways (such as Rezdy Pay) and payment processors. These services collect payment card details on our behalf.
- From third‑party suppliers and partners (for example, Melbourne tour operators, accommodation providers, restaurants, attractions and other travel service providers) when they share booking details necessary to deliver your tour.
- Automatically through our website and electronic communications using cookies, pixels and similar technologies that collect information about how you access and use our website and services. You can set your browser to refuse some cookies, but this may affect your ability to use parts of our website.
- Publicly available sources where it is unreasonable or impracticable to collect personal information directly from you.
Why we collect and use personal information
We collect, hold and use personal information for the following purposes:
- Providing our services – to arrange and deliver tours, excursions and related services, to process and confirm bookings, to manage itineraries, to provide customer support and to fulfil contractual obligations.
- Communications – to communicate with you about your bookings, respond to enquiries, send service updates and provide relevant information about your tour.
- Personalisation and improvement – to tailor our services to your preferences, improve our tours and website, develop new products and services, and understand the needs of our customers.
- Payment processing – to facilitate payments through trusted payment gateways and to prevent fraud.
- Marketing – to send promotional materials, special offers and newsletters that may be of interest to you, to conduct targeted advertising and retargeting campaigns, and to administer marketing surveys and competitions. You may opt out of direct marketing at any time by following the unsubscribe instructions in our communications or contacting us.
- Legal and compliance – to comply with applicable laws and regulations, enforce our Terms and Conditions, manage disputes, respond to law enforcement requests or court orders, and protect our legal rights and the safety of our customers and staff.
Record keeping – to maintain business records, conduct audits, and meet accounting, tax and insurance obligations. We generally retain booking records for up to 10 years, unless longer retention is required by law.
Cookies and website analytics
Our website uses cookies and similar technologies to distinguish you from other users and to help us improve your experience. Cookies are small files stored on your device that allow us to remember your preferences and gather usage information. We may also use Google Analytics, Facebook Pixel and other analytics or tracking tools to collect data about website usage and interactions.
You can adjust your browser settings to reject cookies or to notify you when cookies are being used, but some features of our website may not work properly without them.
Sharing personal information
We may disclose your personal information to the following categories of recipients for the purposes outlined in this policy:
- Third‑party suppliers and service providers who assist us in delivering our tours and services, such as tour guides, transport providers, accommodation operators, restaurants, ticketing agencies and attractions.
- Melbourne tour operators and other external tour providers where we act as agent. We pass on necessary booking details to the principal operator so they can provide the service.
- Online Travel Agencies and booking platforms through which you make reservations. They collect and use your personal information subject to their own terms and privacy policies.
- Payment processors and gateways (e.g. Rezdy Pay, Stripe, PayPal) for secure payment processing. Payment processors may handle and store your payment information in accordance with their own security standards and privacy obligations.
- Technology and marketing service providers including our booking system (Rezdy), cloud service providers (Google Cloud), CRM and email marketing platforms (e.g. Zoho, Mailchimp), analytics providers, advertising platforms and other tools that help us operate our business.
- Legal, accounting and professional advisers where reasonably necessary for us to obtain advice or protect our legal interests.
- Government agencies or regulators where we are required to comply with legal obligations or respond to lawful requests.
- Other parties with your consent or as permitted or required by law.
We do not sell your personal information to third parties for their own marketing purposes. When we disclose personal information to third parties, we take reasonable steps to ensure that they handle your information in accordance with applicable privacy laws.
Overseas disclosure of personal information
Some of the service providers and partners we use may be located outside Australia or store data on servers overseas (including in the United States, Europe, Asia and other jurisdictions). As a result, personal information may be transferred to, stored in or accessed from countries that do not have the same level of privacy protection as Australia.
Where we transfer personal information overseas, we will comply with APP 8 and take reasonable steps to ensure that the overseas recipient does not breach the APPs in relation to your information. By providing your personal information to us, you consent to such cross‑border transfers.
Data security and storage
We take reasonable steps to protect the personal information we hold from misuse, interference and loss, and from unauthorised access, modification or disclosure. Measures we use include:
- Storing data on secure servers hosted in the Google Cloud environment with access controls.
- Using reputable booking and CRM systems (e.g. Rezdy, Zoho) and marketing tools that implement industry‑standard security safeguards.
- Restricting access to personal information to staff and contractors who need it to perform their duties.
- Training staff on privacy obligations and data security practices.
- Destroying or de‑identifying personal information when it is no longer required, subject to our statutory record‑keeping obligations (generally 10 years).
No transmission of data over the internet or storage system can be guaranteed to be 100 % secure. If we become aware of a data breach that is likely to result in serious harm, we will comply with the Notifiable Data Breaches scheme under the Privacy Act and notify you and the Office of the Australian Information Commissioner (OAIC) as required.
Access, correction and complaints
You have certain rights under the Privacy Act to request access to the personal information we hold about you and to seek correction of that information if you believe it is inaccurate, out‑of‑date, incomplete, irrelevant or misleading.
- Access: If you would like to access personal information we hold about you, please contact us using the details below. We may ask you to verify your identity and specify the information you wish to access. We may charge a reasonable fee for providing access where permitted by law.
- Correction: We will take reasonable steps to ensure that personal information we hold is accurate and up‑to‑date. If you believe any information we hold about you is incorrect, please let us know and we will take reasonable steps to correct it.
Complaints: If you have a complaint about how we have handled your personal information, please contact us in writing. We will investigate your complaint and respond within a reasonable time. If you are not satisfied with our response, you may refer your complaint to the OAIC.
Marketing communications
We may use your personal information to send you marketing communications about our tours, special offers and promotions. You may opt out of receiving marketing communications at any time by:
- Following the unsubscribe instructions included in our emails; or
- Contacting us using the details below.
Even if you opt out of marketing, we may still send you service messages (such as booking confirmations, itineraries, safety updates or policy changes).
Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our operations or legal obligations. The updated policy will be posted on our website, and the effective date will be amended accordingly. We encourage you to review our Privacy Policy periodically.
Contact us
If you have any questions about this Privacy Policy, would like to request access to your personal information, seek correction, make a complaint or opt out of marketing communications, please contact our Privacy Officer:
Wize Trips Pty Ltd
Trading as: Ausguides – Explore Australia
Email: ask@ausguides.com
Phone: +61 412 898 445
Website: www.ausguides.com
Address: 7/23 Rosemont St, Punchbowl, NSW 2196
You can also obtain further information about privacy and your rights on the OAIC website at www.oaic.gov.au.
ABN: 89 663 238 328
Effective Date: 20 August 2025
Last Updated: 20 August 2025
Version: V1.0