What this policy covers

This policy describes how Lux Move Chauffeurs collects, uses, stores, and discloses personal information about customers and prospective customers. It is written to comply with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth).

What we collect

When you book a transfer we collect:

Name, phone number, email address
Pickup and drop-off addresses
Flight number (for airport pickups, optional)
Special requirements you tell us (child seat, accessibility, luggage)
Payment information — handled directly by Stripe; we never see or store your full card number

When you browse our website we collect standard analytics data via Google Analytics 4 and Meta (Facebook) Pixel — page views, device type, anonymised IP, ad campaign attribution. These help us understand which marketing channels are working.

How we use it

We use your personal information to:

Fulfil your booking — dispatch a driver and a vehicle to the right place at the right time
Send booking confirmations, reminders, and post-trip receipts
Reply to enquiries you send us by phone, email, or web form
Process payment via Stripe
Improve our service and our advertising targeting

We do not sell your personal information to third parties.

Who we share it with

Limited third-party processors handle parts of our service on our behalf:

Stripe — payments. stripe.com/au/privacy
Resend — transactional email delivery. resend.com/legal/privacy-policy
Google (Analytics + Maps) — site analytics and map embeds.
Meta (Facebook Pixel) — ad attribution and retargeting. You can opt out at facebook.com/ads/preferences.
Photon (Komoot) — address autocomplete on our booking form.

Our assigned chauffeur receives the minimum information needed to complete your trip: name, phone, pickup, drop-off, flight number.

Where it is stored

Booking records are stored on a NSW-hosted GoDaddy server. Stripe and Meta data is processed in their respective US infrastructure under standard contractual clauses. Resend processes transactional emails in the US.

How long we keep it

Active booking records: indefinitely, for repeat-customer service and tax compliance (minimum 5 years per ATO requirement).

Marketing analytics: 26 months by default in Google Analytics; you can request earlier deletion (see below).

Your rights

You can ask us to:

Tell you what personal information we hold about you
Correct anything that is wrong
Delete your record (subject to legal record-keeping minimums)
Opt out of marketing communications — transactional emails (booking confirmations etc) cannot be opted out of while a booking is active

Send any request to bookings@luxmovechauffeurs.com. We respond within 30 days.

Cookies

We use cookies and similar technologies for session management, Google Analytics, and Meta Pixel attribution. You can disable cookies in your browser; the booking form will still work but our analytics will be incomplete.

Complaints

If you have a privacy concern, contact us first — we want to resolve it quickly. If you are not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC).