1. Who this policy covers
This policy describes how Graceline Chauffeurs, based in Brisbane, Queensland, handles information in its website and booking operations. We arrange journeys with approved independent chauffeurs or operators.
For privacy enquiries, contact bookings@gracelinechauffeurs.com.au.
2. Information we collect
- Customer name, email address and telephone number.
- Pickup, destination, additional stops, journey type, date and time, and resolved locations and route information.
- Vehicle preference, passenger count, large suitcases, carry-on bags and child-seat requirements.
- Flight information, terminal and special instructions you supply.
- Booking or request reference, quoted and authorised amount, payment or authorisation status and payment-provider reference needed to manage the request.
- Relevant technical and security information, such as browser or device information, network information, request timestamps and security records needed to operate and protect the service.
Please provide only information relevant to your journey. Avoid putting full card details, identity documents or unnecessary sensitive information into special instructions or emails. If booking for another person, ensure you are authorised to provide their information.
3. How information is collected
We receive information when you use the booking form, choose a suggested address, communicate with us or ask us to arrange or change a journey. Our service providers return resolved addresses, route information, payment status and email-processing results. Relevant information may also be supplied by the person booking on your behalf or the chauffeur or operator fulfilling the journey.
Address text and selected locations are sent to Google to provide suggestions, maps and routing. Card details are entered through Stripe’s secure payment component. Graceline does not store full card numbers or CVC in its booking records.
4. Why we use information
- To assess availability, quote, arrange and fulfil requested journeys.
- To assess vehicle suitability, airport arrangements and customer requests.
- To communicate request status, confirmed arrangements, changes, cancellations and support information.
- To authorise and process payments, release authorisations, handle refunds and reconcile payment outcomes.
- To prevent fraud, secure the booking service and investigate errors or disputes.
- To maintain necessary operational and legal records.
If essential booking information is not provided, we may be unable to assess or arrange a journey. Special instructions and flight details are optional, but may help us coordinate the requested service.
6. Cloud and overseas processing
The service uses cloud providers, and information may be processed or stored outside Australia. The locations depend on the provider, its service settings and the processing needed to operate the service. This policy does not promise that all information stays in Australia.
Contact bookings@gracelinechauffeurs.com.au for information about provider locations and overseas handling relevant to your booking.
7. Security and retention
We use restricted access, secure owner authentication and payment-provider security controls to reduce the risk of unauthorised access. No online system can guarantee absolute security.
We retain information for the purposes described in this policy, including fulfilling journeys, managing payments, addressing disputes and meeting applicable record-keeping obligations. The period depends on the kind of record and why it is needed. Financial records may need to be retained for longer than optional journey instructions or temporary request-recovery information.
Automated deletion is not currently implemented. You may contact bookings@gracelinechauffeurs.com.au to ask about records we hold and request removal of information that is no longer needed.
We may need to retain information relating to an unresolved booking, payment, dispute or legal obligation. Where we cannot remove it, we will explain the reason where appropriate. A deletion request does not itself cancel a booking or change a payment.
8. Browser storage, cookies and technical data
The booking flow uses browser session storage for a temporary recovery reference so the same payment request can be restored after refresh where available. It does not store raw card details there. Closing the browser session or restricting storage can affect recovery.
Stripe, Google and security services may use cookies, browser storage and technical information needed for their payment, mapping, fraud-prevention or authentication functions. Owner authentication uses security cookies. We do not currently use first-party marketing analytics or advertising trackers on this website.
9. Access, correction and privacy concerns
For a privacy enquiry, request to access or correct information, or a complaint, email bookings@gracelinechauffeurs.com.au. Include enough information to identify the relevant booking without sending full payment credentials or unnecessary identity documents. We may need to verify your identity before disclosing or changing information.
We will review the information you provide, investigate the concern and respond with the outcome or the steps needed to resolve it. We will explain any information we cannot provide or change, where appropriate. If you are not satisfied, you may seek external review where available under applicable law, including through the Office of the Australian Information Commissioner at oaic.gov.au. Applicable privacy and consumer rights are not limited by this policy.
10. Updates to this policy
We may update this policy to reflect changes to our services or information handling. The date shown with this policy identifies its latest review. Changes to this notice do not remove applicable statutory rights.