1. Who we are

Visit Cairns operates the website https://visitcairns.com.au, which provides information about Cairns, Tropical North Queensland, tours, attractions, accommodation and travel experiences. Our website also allows visitors to make bookings for selected tours, attractions and travel packages.

In this policy, “Visit Cairns”, “we”, “us” and “our” refer to the operator of the Visit Cairns website.

We respect your privacy and are committed to handling your personal information responsibly.

2. Personal information we collect

Depending on how you use our website, we may collect personal information including:

• Your name and contact details, such as email address and telephone number.
• Booking information, including tour selections, travel dates, passenger numbers and accommodation details where required.
• Information relevant to your booking, such as dietary requirements or other special requests that you choose to provide.
• Payment and transaction information, such as payment status and transaction references.
• Information you provide when contacting us, submitting a review, leaving a comment or completing a website form.
• Technical information, including your IP address, browser type, device information and website usage data, where collected through our website or related services.

We generally collect personal information directly from you when you use our website, submit a form, make a booking, contact us or interact with our content. We may also receive information from third-party booking providers or tour operators when it relates to a booking made through our website.

You may choose not to provide certain information. However, if the information is necessary to process a booking or respond to your request, we may be unable to complete that booking or provide the requested service.

3. How we use your personal information

We may use your personal information to:

• Process and manage tour, attraction and travel package bookings.
• Forward booking details to the relevant tour operator or booking provider.
• Communicate with you about your booking, including confirmations and changes where applicable.
• Respond to enquiries and provide customer support.
• Process payments and manage payment-related enquiries.
• Publish reviews or testimonials that you provide for publication, where applicable.
• Operate, maintain, secure and improve our website.
• Understand website traffic and visitor behaviour, where analytics tools are used.
• Measure the effectiveness of advertising and marketing campaigns, where applicable.
• Meet legal, accounting, administrative and security obligations.

We do not intend to collect more personal information than is reasonably necessary for these purposes.

4. Tour bookings and third-party operators

Visit Cairns works with third-party booking providers and individual tour and attraction operators.

Many products available through our website are booked through a third-party booking system. Other products may use booking forms provided directly on our website.

When you make a booking, the personal information required to arrange your experience may be provided to the relevant booking provider, tour operator or attraction operator. This may include your name, contact details, travel dates, passenger numbers, accommodation information and any relevant special requests.

These parties use the information as necessary to manage and fulfil your booking and provide the services you have requested.

Third-party booking providers and operators may have their own privacy policies and terms. We encourage you to review those policies where applicable.

5. Payments and credit card security

Payments for bookings made through Visit Cairns are processed by third-party booking providers or payment processors, depending on the product and booking method.

We do not store full credit card numbers or card security codes on our website. Payment information is handled by the relevant payment processor in accordance with its systems, security practices and privacy policy. We never see your credit card number.

We may receive limited payment-related information, such as confirmation that a payment has been made, a transaction reference, or details needed to manage a booking or resolve a payment enquiry.

For information about how a payment provider handles your personal and payment information, please refer to that provider’s privacy policy.

6. Cookies and similar technologies

Our website may use cookies and similar technologies to support website functionality, remember preferences, maintain website security and understand how visitors use the site.

Cookies may be used for purposes including:

• Remembering preferences and settings.
• Supporting website login and administration functions.
• Allowing certain website forms and features to operate.
• Analysing website traffic and performance, where analytics tools are enabled.
• Measuring advertising performance, where relevant tracking technologies are enabled.

Some cookies may be set by third-party services that are integrated into our website.

You can manage or disable cookies through your browser settings. However, disabling certain cookies may affect the functionality of some parts of the website.

7. Comments and reviews

When visitors leave comments on our website, we collect the information entered in the comment form, along with the visitor’s IP address and browser user agent string, to assist with spam detection and website security. Currently we have no open comment forms.

If you submit a review or testimonial for publication on Visit Cairns, information you provide may be displayed on the website, such as your first name, location, review text and the date of the review. Please do not include sensitive personal information in a public review.

We may moderate or remove comments and reviews in accordance with our website practices.

8. Media uploads

If you upload images to our website, you should avoid including embedded location data (EXIF GPS) unless you intend to share that information.

Visitors may be able to download images published on the website and extract embedded information that remains in those files.

9. Embedded content and third-party websites

Pages on our website may include embedded content or links to third-party websites, including videos, maps, images, booking services and other travel resources.

Embedded content from another website may behave as though you have visited that website directly. The third party may collect information about you, use cookies or other tracking technologies, and monitor your interaction with the content in accordance with its own privacy practices.

When you follow a link to an external website, that website’s privacy policy and terms will apply to your use of its services.

Visit Cairns is not responsible for the privacy practices of independent third-party websites. We encourage you to read their privacy policies before providing personal information.

10. Who we share personal information with

Depending on how you use our website, personal information may be disclosed to:

• Third-party booking providers that process reservations.
• Tour, attraction and activity operators responsible for delivering your booked experience.
• Payment processors that process booking payments.
• Website hosting, maintenance, security and technical service providers.
• Analytics and advertising providers, where those services are used.
• Professional advisers, regulators, law enforcement agencies or other parties where required or authorised by law.

We do not sell your personal information as a standalone product.

We only disclose personal information for purposes connected with operating our website, arranging requested services, conducting our business or meeting applicable legal obligations.

Some service providers may store or process information outside Australia. The locations involved depend on the services and providers used. Where applicable Australian privacy laws require it, we take appropriate steps in relation to overseas disclosures.

11. Website security and storage

We take reasonable steps to protect personal information against misuse, interference, loss, unauthorised access, modification and disclosure.

No banking details or credit card information is stored by visitcairns.com.au

Personal information may be stored in our website database, booking systems, email systems and the systems of our service providers.

No method of transmitting or storing information online can be guaranteed to be completely secure. We cannot guarantee the security of information transmitted over the internet, but we take reasonable measures to protect the information we hold.

12. How long we retain personal information

We retain personal information for as long as reasonably necessary for the purposes for which it was collected, including managing bookings, responding to enquiries, maintaining business records, resolving disputes and meeting legal obligations.

Comments and their associated metadata may be retained indefinitely to help recognise and approve follow-up comments.

Booking, payment and transaction records may be retained for the periods required by applicable legal, accounting and business recordkeeping obligations.

Where personal information is no longer required and we are not legally required to retain it, we will take reasonable steps to delete or de-identify it.

13. Accessing and correcting your personal information

You may request access to the personal information we hold about you or ask us to correct information that is inaccurate, incomplete or out of date.

To make a request, please contact us using the contact details provided in Section 16.

We may need to verify your identity before responding. In some circumstances, access may be limited where permitted or required by law.

If your information is held by a third-party booking provider or tour operator, you may also need to contact that organisation directly.

14. Your privacy rights and complaints

If you have a concern about how Visit Cairns has handled your personal information, please contact us and explain your concern.

We will review your complaint and respond within a reasonable period.

If you are not satisfied with our response, and the matter falls within the jurisdiction of the Office of the Australian Information Commissioner, you may be able to lodge a complaint with that office.

Website: https://www.oaic.gov.au/

15. Password resets and website accounts

If our website provides user accounts, account-related information may be stored to support account access and administration.

If you request a password reset, your IP address may be included in the password reset email as part of the website’s standard functionality.

Website administrators may have access to account information where necessary to administer and maintain the website.

16. Contact us

For questions about this Privacy Policy, or to request access to or correction of your personal information, please contact Visit Cairns through the contact details provided on our website:

17. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our website, booking processes, service providers or privacy practices.

The latest version will be published on this page, together with the date it was last updated.