Our Commitment to Your Privacy

At Riverina Retreat, we believe in doing things the right way—honestly and transparently. This Privacy Policy explains how we collect, use, store, and protect your personal information in accordance with the Australian Privacy Act 1988 and the Australian Privacy Principles (APPs).

We only collect the information we genuinely need to provide you with an exceptional bush retreat experience. We don't sell your data to third parties, and we don't send spam. Simple as that.

About Riverina Retreat

Business Name: Riverina Retreat
Location: Tumut, New South Wales, Australia
Contact: info@riverinaretreat.com.au

Riverina Retreat is an authentic Australian bush retreat operating on 564 acres of natural bushland. We offer accommodation bookings, function and event hosting, and wellness retreat facilities for small groups seeking to disconnect from modern life and reconnect with nature.

What Information We Collect

We collect personal information that helps us provide you with a safe and memorable experience at Riverina Retreat. Here's what we collect and why:

Booking and Reservation Information

• Contact Details: Your name, email address, phone number, and mailing address
• Booking Details: Dates of stay, accommodation site preference, number of guests, vehicle information (for campervans/caravans)
• Special Requests: Dietary requirements, accessibility needs, celebration details, or other specific requests
• Emergency Contact: Name and phone number of someone we can contact in case of emergency during your stay

Payment Information

• Financial Details: Credit card or bank account information for deposits and payments (processed securely through Square payment gateway—we don't store your full card details on our servers)
• Transaction Records: Receipts, invoices, and payment history

Communication Records

• Correspondence: Emails, phone calls, text messages, and inquiry forms you send us
• Feedback: Reviews, testimonials, survey responses, and any feedback you provide

Property Safety and Compliance

• Liability Waivers: Signed acknowledgments of property risks, guidelines, and terms of stay
• Incident Reports: Any information related to safety incidents, property damage, or emergency situations

Website Usage Information

• Technical Data: IP address, browser type, device information, pages visited, and time spent on our website (collected through cookies and analytics)
• Booking System Data: Date searches, site preferences, and booking inquiries made through our online platform

Marketing and Preferences

• Newsletter Subscriptions: Email address if you opt in to receive updates, offers, or newsletters
• Communication Preferences: How you prefer to be contacted and what types of information you'd like to receive

Photo and Video Content

• Guest Photos: Images or videos you provide for testimonials, social media features, or marketing (always with your explicit permission)
• Property Footage: Incidental footage from property security systems in common areas (we don't have cameras in accommodation sites)

How We Collect Your Information

Directly From You

Most information comes directly from you when you:

• Fill out a booking inquiry form on our website
• Call or email us with questions or reservations
• Complete your reservation confirmation
• Sign liability waivers and property guidelines
• Subscribe to our newsletter or marketing communications
• Provide feedback or reviews after your stay
• Attend functions or events at our property

Through Our Website and Technology

• Cookies and analytics that track how you use our website (you can disable these in your browser)
• Our booking platform system that records your search preferences and inquiries
• Payment gateway systems that process your transactions securely

From Third Parties

• Square payment processor confirms transaction details and may share payment status, fraud detection information, and transaction records with us
• Event planners or wellness practitioners booking on behalf of groups
• Emergency services if we need to contact them during your stay

Important Note About Square: When you make a payment through our booking system, Square independently collects information about your transaction, including device data, location information (if enabled), and payment card details. Square uses this information for payment processing, fraud prevention, and their own business purposes as described in their privacy policy. We don't control what information Square collects or how they use it.

How We Use Your Information

To Provide Your Retreat Experience

• Process and confirm your booking reservations
• Communicate important information about your stay (directions, property guidelines, weather alerts)
• Send pre-arrival information and checklists
• Provide customer support before, during, and after your visit
• Coordinate special requests (anniversaries, dietary needs, accessibility requirements)
• Manage capacity limits and prevent overbooking

For Safety and Legal Compliance

• Ensure guest safety on our 564-acre property with unfenced dams and wildlife
• Maintain emergency contact information
• Document liability waivers and property guidelines acknowledgments
• Comply with Australian tax and business regulations
• Respond to legal requests or protect our legal rights if necessary
• Investigate and resolve property damage or policy violations

To Process Payments

• Charge deposits and balance payments
• Process refunds according to our cancellation policy
• Maintain financial records for accounting and tax purposes
• Handle gift voucher redemptions

To Improve Our Services

• Analyze website traffic and booking patterns to improve user experience
• Understand which accommodation sites and experiences are most popular
• Identify technical issues with our booking system
• Respond to feedback and reviews to enhance guest experiences

For Marketing (With Your Permission)

• Send newsletters with property updates, seasonal availability, and special offers (only if you opt in)
• Share guest testimonials and photos on our website or social media (always with explicit permission)
• Inform past guests about new accommodation sites or experiences
• Run targeted advertising campaigns (anonymized data only)

You can opt out of marketing communications at any time by clicking "unsubscribe" in our emails or contacting us directly.

When We Share Your Information

We don't sell your personal information to anyone. We only share it in these limited circumstances:

Service Providers and Business Partners

We work with trusted third-party providers who help us operate our business. These providers only access your information to perform specific tasks and are contractually obligated to protect your data:

Emergency Services

In case of medical emergencies, property incidents, or safety concerns during your stay, we may need to share your information with:

• Ambulance or emergency medical services
• NSW Police or Rural Fire Service
• Your listed emergency contact person

Legal Requirements

We may disclose your information if required by Australian law or legal process, including:

• Court orders, subpoenas, or other legal proceedings
• Australian Taxation Office audits or inquiries
• Law enforcement investigations
• Protection of our legal rights or property

Business Transfers

If Riverina Retreat is sold, merged, or transferred to new ownership, your information may be transferred as part of that transaction. You'll be notified if this occurs, and the new owners will be required to honour this Privacy Policy.

With Your Consent

We'll always ask your explicit permission before sharing your information in ways not covered by this policy, such as:

• Publishing your testimonial or photos on our website
• Sharing your contact details with wellness retreat facilitators you're attending
• Featuring your experience in case studies or marketing materials

How We Protect Your Information

We take data security seriously and implement reasonable measures to protect your personal information from unauthorized access, misuse, loss, or disclosure:

Technical Security Measures

• SSL Encryption: Our website uses HTTPS encryption to protect data transmitted between your browser and our servers
• Secure Payment Processing: We use PCI-DSS compliant payment gateways that encrypt your financial information
• Password Protection: Our booking system and admin areas require strong passwords and secure authentication
• Regular Backups: We maintain secure backups of booking and customer data
• Software Updates: We keep our systems and software up to date with the latest security patches

Physical Security

• Paper records containing personal information are stored in locked, secure locations
• Access to guest information is restricted to authorized staff members only
• Documents are shredded or securely disposed of when no longer needed

Organizational Security

• Staff are trained on privacy obligations and data handling procedures
• We maintain internal policies for managing and protecting personal information
• Regular reviews of our security practices and privacy compliance

How Long We Keep Your Information

We retain your personal information only as long as necessary for the purposes outlined in this policy, or as required by Australian law:

After the retention period expires, we securely delete or anonymize your information so it can no longer identify you personally. If you'd like us to delete your information earlier, you can request this (see Your Privacy Rights below).

Your Privacy Rights

Under the Australian Privacy Act 1988, you have important rights regarding your personal information:

Right to Access

You can request a copy of the personal information we hold about you. We'll provide this within 30 days, free of charge (unless the request is excessive or unreasonable).

Right to Correction

If your personal information is inaccurate, out of date, incomplete, or misleading, you can request that we correct it. We'll update your information promptly and notify any third parties we've shared it with (if appropriate).

Right to Erasure

You can request that we delete your personal information in certain circumstances, such as:

• The information is no longer necessary for the purpose we collected it
• You withdraw consent (for information we collected with your consent)
• You object to processing and there are no legitimate grounds for us to continue

Note: We may need to retain some information for legal compliance (e.g., tax records) even if you request deletion.

Right to Opt Out of Marketing

You can unsubscribe from marketing emails at any time by:

• Clicking the "unsubscribe" link in any marketing email
• Replying to a marketing email with "UNSUBSCRIBE"
• Contacting us directly at info@riverinaretreat.com.au

We'll process opt-out requests within 5 business days. Note that you'll still receive essential booking-related communications (confirmations, pre-arrival info, etc.).

Right to Complain

If you believe we've mishandled your personal information or breached the Australian Privacy Principles, you have the right to make a complaint. See the "How to Make a Complaint" section below.

How to Exercise Your Rights

To access, correct, delete, or make any other requests about your personal information, contact us:

• Email: info@riverinaretreat.com.au
• Subject Line: "Privacy Request"
• Include: Your full name, email address, and specific request

We'll respond to your request within 30 days. If we can't fulfill your request, we'll explain why and what your options are.

Cookies and Website Tracking

Our website uses cookies and similar technologies to improve your browsing experience and understand how visitors use our site.

What Are Cookies?

Cookies are small text files stored on your device when you visit a website. They help websites remember your preferences and track usage patterns.

Types of Cookies We Use

Essential Cookies (Required)

These cookies are necessary for our website to function properly. They enable basic features like booking forms, secure areas, and navigation. You can't opt out of these cookies.

Analytics Cookies (Optional)

We use Google Analytics or similar tools to understand how visitors use our website—which pages are popular, how long people spend on the site, and where they click. This helps us improve the user experience. These cookies collect anonymized data only.

Marketing Cookies (Optional)

If you consent, we may use cookies to show you relevant ads on other websites (like Facebook or Google) based on your visit to our site. These cookies track your interests but don't collect personally identifiable information.

Managing Cookies

You can control and delete cookies through your browser settings:

• Chrome: Settings > Privacy and Security > Cookies and other site data
• Firefox: Options > Privacy & Security > Cookies and Site Data
• Safari: Preferences > Privacy > Manage Website Data
• Edge: Settings > Cookies and site permissions

Note that blocking or deleting cookies may affect your ability to use certain features of our website, including the booking system.

Do Not Track Signals

Some browsers have a "Do Not Track" feature that sends a signal to websites you visit. Our website doesn't currently respond to Do Not Track signals, but you can still control cookies through your browser settings.

Third-Party Websites and Services

Our website may contain links to third-party websites and services, such as:

• Social media platforms (Facebook, Instagram)
• Square payment processor (for secure payment processing)
• Tourism websites or local business partners
• Google Maps for directions

Important: When you click on these links and leave our website, or when you interact with third-party services embedded in our site (like Square's payment forms), you're subject to the privacy policies of those third-party providers. We don't control how they collect, use, or protect your information, and we're not responsible for their practices.

Specifically for payments: When you enter your payment information, that data goes directly to Square's secure servers. We never see or store your complete card number. Square processes this information according to their own privacy policy, which you can review at: squareup.com/au/en/legal/general/privacy

We encourage you to read the privacy policies of any third-party services before providing personal information.

Children's Privacy

Riverina Retreat is a family-friendly destination, but our booking services are directed at adults (18+ years old). We don't knowingly collect personal information from children under 18 without parental consent.

If you're booking on behalf of minors (under 18), you represent that you're their parent or legal guardian and have authority to provide their information (name, age, emergency contact details) for safety and booking purposes.

If we discover we've accidentally collected information from a child without appropriate parental consent, we'll delete it promptly. If you believe we have such information, please contact us immediately at info@riverinaretreat.com.au.

International Data Transfers

Riverina Retreat operates entirely within Australia. However, some of our service providers (such as cloud hosting, email services, or payment processors) may store or process data on servers located overseas, including in the United States or European Union.

When your information is transferred internationally, we ensure that:

• The recipient country has data protection laws substantially similar to Australian Privacy Principles, OR
• Our contracts with service providers include binding data protection clauses, OR
• We have your explicit consent for the transfer

By using our services and providing your information, you consent to these international transfers under the protections described above.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or business operations. When we make significant changes, we'll notify you by:

• Posting the updated policy on our website with a new "Last Updated" date
• Sending an email to our mailing list subscribers (if the changes materially affect how we use your information)
• Displaying a prominent notice on our homepage

We encourage you to review this Privacy Policy periodically. Your continued use of our services after changes are posted constitutes your acceptance of the updated policy.

How to Make a Privacy Complaint

If you believe we've mishandled your personal information or breached the Australian Privacy Act 1988, we want to hear from you and make it right.

Step 1: Contact Us Directly

Please send your complaint to:

• Email: info@riverinaretreat.com.au
• Subject Line: "Privacy Complaint"
• Include:
  • Your full name and contact details
  • Details of the privacy concern or breach
  • What outcome you're seeking
  • Any relevant documentation or evidence

Step 2: Our Investigation

We'll acknowledge your complaint within 7 business days and investigate thoroughly. We'll provide a written response within 30 days, outlining:

• Our findings from the investigation
• Whether we uphold or dismiss the complaint
• Actions we'll take to address the issue (if applicable)
• Your options if you're not satisfied with our response

Step 3: External Complaint Options

If you're not satisfied with our response, or if we don't resolve your complaint within 30 days, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

Contact Us About Privacy

If you have any questions, concerns, or requests regarding this Privacy Policy or how we handle your personal information, we're here to help:

We're committed to protecting your privacy and handling your personal information responsibly. If you have feedback on how we can improve our privacy practices, please let us know—we genuinely value your input.