Privacy Policy

Effective date: 6 September 2026

This Privacy Policy explains how TRASO PTY LTD (ABN 93 700 311 128), trading under the Luxride Chauffeur brand (Luxride, we, us or our), collects, holds, uses and discloses personal information.

It applies when you use luxridechauffeur.com.au, contact us, request or receive a quote, make or manage a booking, travel with us, deal with us on behalf of another person or organisation, or otherwise interact with Luxride.

We are committed to handling personal information responsibly and, where applicable, in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

1. What personal information we collect

The personal information we collect depends on your dealings with us and may include:

• your name, telephone number, email address, billing address and other contact details;
• booking information, including pickup and destination addresses, dates and times, requested stops, flight or cruise details, itinerary and booking history;
• passenger information, including passenger names, contact details, passenger numbers, luggage requirements and travel preferences;
• accessibility, mobility, child-restraint or other service requirements you choose to give us;
• account, company, invoicing and payment information;
• communications with us, including enquiries, feedback, complaints and call or message records;
• information about incidents, lost property, damage, safety or service delivery;
• technical information when you use our website, such as IP address, browser and device information, referring pages, pages visited and approximate location derived from an IP address;
• cookie, analytics and advertising information, depending on your browser choices and the technologies used on our website; and
• any other information you provide or that we reasonably need to arrange and deliver our services.

Payment card transactions may be processed by a payment service provider. We should receive only the information required to confirm and manage the transaction and should not retain full card security codes.

Some information, such as health or accessibility information, may be sensitive information under privacy law. We collect sensitive information only with consent or where otherwise permitted by law, and only where reasonably necessary—for example, to arrange a suitable and safe journey.

You do not have to provide all information we request. However, if you do not provide information reasonably required for a booking, we may be unable to quote, confirm or safely deliver the requested service.

2. Information about other people

If you book for another passenger or provide us with another person's information, you must be authorised to do so and should make that person aware of this Privacy Policy. Please provide only information that is reasonably necessary for the booking.

3. How we collect personal information

We generally collect personal information directly from you when you:

• use our booking or contact forms;
• contact us by telephone, email, message or social media;
• request a quote, make a booking or pay for a service;
• travel with us or speak with a chauffeur;
• create or use a corporate account; or
• provide feedback, make a complaint or report an incident.

We may also collect information from:

• the person, travel arranger, employer, hotel, travel agent, event organiser or organisation making a booking for you;
• chauffeurs and transport providers who perform or assist with a service;
• airports, airlines, cruise operators and publicly available travel-status sources;
• payment processors and fraud-prevention providers;
• website, analytics, communications and customer-management service providers; and
• public sources or authorities where lawful and reasonably necessary.

4. Why we collect, use and disclose information

We may collect, use and disclose personal information to:

• provide quotes and confirm, coordinate, perform and manage chauffeur services;
• communicate with the person who booked and the passengers travelling;
• monitor flights, cruises and other timing information relevant to a journey;
• allocate chauffeurs and suitable vehicles and share necessary trip information with them;
• process payments, refunds, invoices and account transactions;
• verify identity, prevent fraud and protect passengers, chauffeurs, vehicles and the public;
• respond to enquiries, requests, lost-property reports, complaints and disputes;
• administer corporate accounts and relationships with travel arrangers;
• operate, secure, troubleshoot and improve our website and services;
• keep business, tax, insurance, safety and compliance records;
• send service updates and, where permitted, marketing communications;
• enforce our Terms and Conditions and protect our legal rights; and
• comply with applicable laws, lawful requests and regulatory obligations.

We may use information for another purpose where you consent, where you would reasonably expect that use and it is related to the original purpose, or where otherwise permitted or required by law.

5. Who we may disclose information to

We may disclose personal information where reasonably necessary to:

• our employees, contractors, chauffeurs and authorised representatives;
• affiliated or third-party transport providers assisting with a booking;
• the individual or organisation that made or paid for the booking, subject to appropriate confidentiality and privacy considerations;
• payment, invoicing and fraud-prevention providers;
• providers of booking, customer-management, communications, cloud hosting, website, analytics, security and technical support services;
• insurers, professional advisers and claims or dispute-resolution providers;
• airports, hotels, venues, event organisers, travel agents and other parties involved in coordinating your journey;
• law-enforcement bodies, courts, regulators and government authorities where required or authorised by law; and
• a purchaser or adviser involved in a proposed sale, restructure or transfer of our business, subject to appropriate safeguards.

We require service providers to handle information only for authorised purposes and with appropriate protection where reasonably practicable.

We do not sell personal information.

6. Direct marketing

With your consent, or where otherwise permitted by law, we may use your contact details to send news, offers or information about Luxride services.

You can opt out at any time by using the unsubscribe facility in a message or contacting us. We may still send non-marketing communications needed to manage a booking, account, payment, safety issue or legal obligation.

7. Website, cookies and analytics

Our website may use cookies and similar technologies to operate booking and website functions, remember preferences, maintain security, understand website use and measure or improve communications.

Some cookies are necessary for the website to function. Other analytics or marketing technologies should be used in accordance with applicable law and available consent choices. You can control cookies through your browser and any cookie controls provided on our website. Blocking some cookies may affect website functionality.

Our website may contain links to third-party websites. Those third parties are responsible for their own privacy practices, and their policies should be reviewed separately.

8. Overseas disclosures

Some service providers, including cloud, booking, payment, analytics or communications providers, may store or process personal information outside Australia. The countries involved can vary depending on the provider and its infrastructure.

Where the Australian Privacy Principles apply, we will take reasonable steps required by law before disclosing personal information overseas. You may contact us for current information about the countries in which our service providers are likely to handle personal information.

9. How we protect personal information

We take reasonable technical and organisational steps appropriate to the nature of the information we hold. These may include access controls, authentication, secure service providers, staff and contractor confidentiality obligations, system monitoring, backups and procedures for responding to security incidents.

No internet transmission or storage system is completely secure. Please contact us promptly if you believe your information or a Luxride communication has been compromised.

If a data breach occurs, we will assess and respond to it. 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.

10. Data retention

We retain personal information only for as long as reasonably required for the purposes described in this policy, including to provide services, maintain business and tax records, resolve disputes, manage insurance or safety matters and comply with law.

Retention periods depend on the type of information and the reason it is held. As a general approach:

• unconfirmed quote and general enquiry records may be retained for up to 24 months after the last interaction, unless needed for an ongoing matter;
• booking, transaction, invoice and business-account records may be retained for at least seven years, or longer where required by tax, corporate, insurance or other law;
• complaint, incident, damage, safety and insurance records may be retained for the applicable claim or limitation period and any related proceedings;
• marketing contact information may be retained until you unsubscribe or the information is no longer needed, with a suppression record kept where necessary to respect your opt-out; and
• website security logs and analytics data are retained according to operational need and the settings of the relevant service provider.

These are general periods, not guarantees that every record will be kept for that exact time. We may retain information longer where required or permitted by law, where a dispute or investigation is anticipated or ongoing, or where necessary to establish, exercise or defend legal rights.

When personal information is no longer required, we take reasonable steps to destroy it securely or de-identify it, unless the law requires or permits continued retention. De-identified information that can no longer reasonably identify an individual may be retained for analytics and service improvement.

11. Accessing and correcting your information

You may ask to access personal information we hold about you or request that it be corrected if it is inaccurate, out of date, incomplete, irrelevant or misleading.

Please contact us using the details below. We may need to verify your identity before responding. We will respond within a reasonable period and generally will not charge for making a request. If a permitted charge applies to providing access, we will explain it first.

In some circumstances, the law allows us to refuse access or correction. If we do, we will generally provide written reasons and available complaint options, unless it would be unlawful or unreasonable to do so.

12. Privacy questions and complaints

If you have a privacy question, concern or complaint, contact our Privacy Officer using the details below. Please describe the issue and provide your contact details and any relevant booking reference.

We will acknowledge and investigate a complaint within a reasonable time. If you are not satisfied with our response and the Privacy Act applies, you may contact the Office of the Australian Information Commissioner at oaic.gov.au. The OAIC generally expects you to raise the matter with us first.

13. Changes to this policy

We may update this Privacy Policy when our practices, service providers or legal obligations change. The current version will be published on our website with its effective date. Material changes will apply from the stated effective date.

14. Contact us

Privacy Officer – Luxride Chauffeur

Operated by TRASO PTY LTD

ABN 93 700 311 128

Website: luxridechauffeur.com.au

Telephone: (02) 5661 8866

Contact form: luxridechauffeur.com.au/contact

If you require this policy in another accessible format, please contact us.