Privacy Policy

Lost in Australia is committed to protecting your privacy. We handle your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. Information We Collect

We collect personal information necessary to provide our services and respond to your enquiries. This may include:

  • Full name, date of birth, and contact details (email, phone, address)
  • Travel preferences and booking details
  • Payment details (e.g. credit/debit card information)
  • Passport number and emergency contact information
  • Relevant health or medical information for your travel
  • Website usage data via cookies and analytics tools

We collect this information when you:

  • Make a booking or enquiry
  • Register for newsletters or create an account
  • Provide feedback or enter competitions
  • Communicate with us by phone, email, or through our website

2. How We Use Your Information

We use your information to:

  • Process bookings and provide travel services
  • Respond to enquiries and offer customer support
  • Send relevant offers or updates, unless you opt out
  • Improve our website and customer experience using analytics data

If you choose not to provide certain information, we may be unable to provide the services you request.

3. Payment and Credit Card Security

When you make a booking, your credit card details are collected solely to secure and process your reservation. We do not share your card details with any third parties, including tour operators.

All payment information is encrypted and securely stored on our internal systems for up to 7 days. After this period, the information is permanently deleted. We follow strict internal protocols to protect your data against misuse or unauthorised access.

4. Cookies and Tracking Technologies

Our website uses cookies to enhance your browsing experience and help us analyse site traffic. Cookies identify your device, not you personally. You can disable cookies in your browser settings, although some site features may not function correctly.

We use the following third-party tools:

  • Google Analytics – to collect anonymous, aggregated visitor statistics
  • Google Ads – to track ad performance and user interaction with our site

5. Email Marketing and Personalisation

If you opt in to receive emails from us, we may personalise content based on your activity and preferences. You can unsubscribe or opt out of personalisation at any time via the link included in every email.

6. Disclosure of Personal Information

We may disclose your personal information:

  • As required by law
  • To comply with requests from regulatory authorities
  • To protect against fraud or unauthorised transactions

We do not sell, rent, or trade your personal information to any third parties.

7. Data Security

We store information in secure electronic and physical formats. Access to your data is restricted to authorised Lost in Australia staff and contractors. We regularly review and update our security measures to protect your information from loss, misuse, or unauthorised access.

8. Access and Correction

You may request access to your personal information or ask us to correct or delete any inaccuracies. To do so, please contact us at info@lostinaustralia.org

9. Anonymity

Where reasonable and lawful, you have the option to interact with us anonymously or using a pseudonym. However, identification may be required to complete bookings or provide services.

10. Changes to This Policy

We may update this policy periodically. Any changes will be published on our website with the updated effective date listed above.