Privacy Policy

1. Personal information we collect

The information we collect depends on how you interact with Arc Escapes and may include:

• identity and contact information, including your name, address, email address, telephone number, date of birth and, where reasonably required, identity-document details;
• booking information, including booking dates, property preferences, guest names and ages, visitor information, accessibility requirements, special requests and stay history;
• payment and transaction information, including billing details, payment status, refunds, security pre-authorisations and damage claims. Payment card information is generally processed by our payment providers and is not stored in full by Arc Escapes;
• communications and records of your interactions with us, including enquiries, complaints, reviews, survey responses and correspondence;
• property-owner and supplier information, including property details, evidence of ownership or authority, bank and tax details, agreements, statements and service records;
• safety, security and compliance information, including identity-verification results, incident reports, neighbour complaints and records generated by disclosed external cameras, access-control systems or noise-monitoring devices;
• website and technical information, including IP address, browser and device details, pages viewed, referral source, cookies, analytics identifiers and approximate location;
• marketing preferences, campaign interactions and inferred interests; and
• recruitment or contractor information where a person applies to work with us.

We generally do not seek sensitive information. We may collect limited health, accessibility, dietary or other sensitive information with consent where reasonably necessary to accommodate a stay, respond to an emergency or comply with the law.

2. How we collect personal information

We usually collect personal information directly from you when you:

• visit our website;
• request an appraisal or potential earnings estimate;
• make or participate in a booking;
• contact us or complete a form;
• subscribe to marketing communications;
• provide feedback or attend a property;
• enter into an agreement with us; or
• otherwise deal with Arc Escapes.

We may also receive personal information from a booking guest about other guests; property owners; booking platforms and travel agents; payment, identity-verification and fraud-prevention providers; website analytics and advertising services; referees; publicly available sources; neighbours; emergency services; regulators; and service providers acting on our behalf.

If you provide us with personal information about another person, you should be authorised to do so and, where practicable, make this Policy available to that person.

You may interact with us anonymously or using a pseudonym where it is lawful and practicable. Accurate identity and contact information will generally be required to make or administer a booking, enter an owner agreement, process a payment, manage safety or comply with legal requirements.

3. How we use personal information

We may collect, hold, use and disclose personal information where reasonably necessary to:

• respond to enquiries, provide quotations and assess properties for the Arc Escapes portfolio;
• create, verify, administer and support bookings, stays, payments, refunds, security pre-authorisations and damage claims;
• provide arrival information, house rules, service updates, emergency communications and post-stay assistance;
• provide property management, revenue management, cleaning, linen, maintenance, concierge and owner-reporting services;
• protect guests, neighbours, properties, staff and the public;
• investigate incidents, complaints, suspected fraud, property damage and possible breaches of agreements or house rules;
• comply with applicable short-term rental accommodation requirements and other legal or regulatory obligations;
• operate, protect, measure and improve our website, booking systems, services and customer experience;
• conduct accounting, insurance, audit, legal, business-planning and corporate activities;
• send marketing communications where permitted and administer marketing preferences; and
• recruit staff and engage contractors and suppliers.

We may also use or disclose information for a related purpose you would reasonably expect, with your consent, or where authorised or required by law.

4. Automated systems

Arc Escapes may use software-assisted processes to optimise nightly rates and availability, detect suspected fraud or unusual booking activity, verify identity, prioritise enquiries, personalise website or marketing content, estimate potential property income and identify possible compliance or guest-risk issues.

These systems may use booking history, booking dates, market demand, device or transaction information, property characteristics, preferences and interaction data.

Where an automated process may materially affect an individual, Arc Escapes will provide appropriate human review where required by law or reasonably requested. You may contact us to ask about a material decision, request correction of relevant personal information or raise a concern.

5. Disclosure of personal information

Where reasonably necessary, we may disclose personal information to:

• the relevant property owner and authorised co-hosts;
• booking platforms, channel managers, property-management systems, customer-management systems, payment processors, identity-verification providers and fraud-prevention services;
• cleaners, linen services, tradespeople, concierge providers and other suppliers required to deliver or protect a stay;
• professional advisers, accountants, auditors, insurers, banks and debt-recovery providers;
• website hosting, cloud storage, email, analytics, customer support, advertising and technology providers;
• police, emergency services, courts, tribunals, government agencies, local authorities and regulators where authorised or required by law;
• a prospective purchaser, investor or adviser in connection with a proposed sale, restructure or financing of the business, subject to appropriate confidentiality arrangements; and
• other recipients with your consent or where authorised or required by law.

Arc Escapes does not sell personal information. We may use advertising and analytics services that process identifiers and interaction information to measure campaigns or display relevant advertising, subject to applicable consent requirements and available opt-out controls.

6. Overseas disclosure and cloud services

Some of our technology, booking, payment, analytics, communications and support providers may store or process information outside Australia or allow authorised personnel outside Australia to access it.

Where required, Arc Escapes takes reasonable steps to ensure overseas recipients handle personal information consistently with applicable Australian privacy requirements.

7. Website cookies, analytics and advertising

Our website may use cookies, pixels, tags, local storage and similar technologies to:

• operate booking and enquiry functions;
• remember preferences;
• protect website security;
• understand how the website is used;
• measure advertising performance; and
• improve our services and content.

These technologies may collect browser and device information, IP address, approximate location, referral source, pages viewed and interaction information.

You can usually block or delete cookies through your browser and use any consent or advertising controls made available on our website. Blocking essential cookies may affect the operation of booking or website functions. Third-party services may provide additional privacy settings and opt-out tools.

8. Direct marketing

Arc Escapes may send accommodation offers, owner-service information, editorial updates and promotional communications where you have consented or where otherwise permitted by law.

Electronic marketing communications will provide an unsubscribe method. You may opt out at any time using that method or by contacting us. We will process opt-out requests in accordance with applicable law.

Operational, safety and service communications relating to an active booking or agreement are not marketing and may continue to be sent where necessary.

We do not use sensitive information for direct marketing without consent.

9. Security and retention

Arc Escapes takes reasonable administrative, technical and physical measures appropriate to the nature of the information and the risks involved. These may include access controls, multifactor authentication, staff procedures, secure payment processing, reputable service providers, backups, monitoring and controlled document disposal.

No internet transmission or data-storage system is completely secure, and absolute security cannot be guaranteed.

We retain personal information only for as long as reasonably required for the purpose for which it was collected and to meet legal, accounting, insurance, dispute-management and legitimate business requirements.

Records required under applicable short-term rental accommodation laws and codes are retained for the legally required period. When personal information is no longer required, we take reasonable steps to destroy it or permanently de-identify it, subject to lawful backup and archival processes.

10. Data breaches

Arc Escapes assesses and responds to suspected data breaches. Where the Notifiable Data Breaches scheme applies and a breach is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner as required by law.

If you suspect unauthorised access to your booking, account or communications, please contact us promptly.

11. Property security and monitoring

Some properties may use disclosed external security cameras, doorbell cameras, smart locks, access-control systems or noise-monitoring devices for safety, security, property access and neighbour amenity.

Arc Escapes does not permit cameras in bedrooms, bathrooms or other private indoor areas. Monitoring information will only be accessed, used and retained where reasonably necessary for the disclosed purpose, incident response or legal obligations. Guests must not interfere with or disable disclosed safety or security equipment.

Property-specific monitoring devices will be disclosed in the relevant property listing or booking information where required.

12. Access and correction

You may request access to personal information Arc Escapes holds about you or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.

Requests should be directed to our Privacy Officer using the contact details below. We may need to verify your identity and will respond within a reasonable period.

We may refuse or limit access where permitted by law, including where access would unreasonably affect another person's privacy, reveal commercially sensitive evaluative information, prejudice an investigation or be unlawful. If we refuse a request, we will generally provide written reasons and information about available complaint options.

13. Privacy enquiries and complaints

Privacy enquiries or complaints should first be submitted in writing to the Arc Escapes Privacy Officer. Please explain the issue and the outcome you are seeking.

We will acknowledge and investigate your complaint and aim to provide a substantive response within 30 days. If additional time is reasonably required, we will let you know.

If you are not satisfied with our response and the Privacy Act applies, you may complain to the Office of the Australian Information Commissioner:

Website: www.oaic.gov.au

Telephone: 1300 363 992

14. Children

Bookings must be made by an adult. We may receive limited information about children from a parent, guardian or booking guest where reasonably necessary to administer occupancy, safety, accessibility or a requested service. Adults should not provide more information about a child than is reasonably necessary.

15. Changes to this Policy

We may update this Policy to reflect changes in law, technology, service providers or our business practices. The current version and effective date will be published on our website. Where reasonably practicable, we will highlight material changes.