Privacy Policy

Last updated: 1 September 2026

This Privacy Policy explains how Terralong Terrace Apartments collects, holds, uses and discloses personal information in connection with accommodation enquiries, bookings, guest stays, payments, our website, communications and related business activities.

Who we are

Terralong Terrace Apartments (ABN 93 786 825 295) provides serviced accommodation in Kiama, New South Wales.

In this policy, “Terralong”, “we”, “us” and “our” refer to Terralong Terrace Apartments.

We handle personal information in accordance with applicable Australian privacy and other laws. Where the Privacy Act 1988 (Cth) and Australian Privacy Principles (APPs) apply to us or to a particular activity, this policy is intended to explain how we manage personal information consistently with those requirements.

Personal information we collect

The personal information we collect depends on how you deal with us and may include:

• your name, address, email address and telephone number;
• booking and stay details, including dates, guest numbers, accommodation requirements, preferences and special requests;
• payment and transaction information, such as payment status, amounts, transaction references and limited payment information made available to us;
• information provided for business, group, travel-agent or third-party bookings;
• communications with us, including enquiries, forms, emails, feedback and complaints;
• information reasonably required for identification, security, fraud prevention, check-in or compliance purposes;
• technical information generated when you use our website, such as IP address, browser or device information, cookies and security logs; and
• information relevant to incidents, damage, disputes, insurance or legal matters.

We may also collect information about other guests, including children, where reasonably necessary to administer a booking or provide requested accommodation arrangements.

Some information you choose to provide may be sensitive information, for example information about an accessibility, mobility, health, dietary or support requirement. We generally seek only the information reasonably necessary to understand and respond to the practical requirement and handle sensitive information only as permitted or required by applicable law.

How we collect and hold information

We may collect personal information directly from you when you make an enquiry or booking, use our website or a booking service, complete a form, make a payment, contact us, subscribe to marketing or stay with us.

We may also receive information from a person making a booking on your behalf, an employer or organisation, a travel agent, an online accommodation or travel platform, or another service involved in arranging or administering your booking or payment.

Personal information may be held in our electronic business records, communications and accommodation-management systems, including systems operated by third-party service providers on our behalf or in connection with our services.

If information reasonably required to administer an enquiry, booking, payment or stay is not provided, we may be unable to complete the relevant request or provide some services or arrangements.

How we use and disclose information

We collect, hold, use and disclose personal information for purposes reasonably connected with operating our accommodation business, including to:

• respond to enquiries and manage reservations;
• provide accommodation, check-in information and guest assistance;
• process payments, deposits, refunds and related transactions;
• manage business, group, agent and third-party bookings;
• communicate with guests and relevant booking parties;
• operate, maintain and secure our website and business systems;
• manage complaints, incidents, damage, disputes and insurance or legal matters;
• maintain financial, accounting and business records;
• prevent or respond to fraud, misuse or security threats;
• send marketing where permitted by law; and
• comply with applicable legal and regulatory requirements.

We may disclose relevant personal information to categories of third parties involved in these purposes, including reservation and property-management services, accommodation booking and distribution platforms, travel agents, payment processors and financial institutions, email and communications providers, website and information-technology providers, contractors, professional advisers, insurers and government or regulatory authorities where required or authorised by law.

We seek to disclose only information reasonably relevant to the purpose involved. Some third parties, such as payment providers and online booking platforms, may also handle information independently under their own privacy policies and terms.

Payments

Payments may be processed by banks, payment gateways, card schemes, online booking platforms or other payment services. These providers may collect and process payment information directly. We may receive transaction information needed to administer a reservation, payment, refund, dispute or chargeback.

Please do not send complete payment-card details, card security codes, passwords or other unnecessary payment credentials through an ordinary email or general website contact form. Use the payment method or instructions provided for your booking.

Overseas handling of personal information

Our website is hosted in Australia. However, some of the reservation, booking, distribution, payment, communications and technology services used in connection with our business operate internationally.

As a result, personal information may in some circumstances be stored, processed, accessed or disclosed outside Australia. Depending on the service or booking channel involved, likely overseas locations may include the United States, United Kingdom, New Zealand, Singapore, Canada, India, the Philippines and countries within the European Union or European Economic Area, as well as other international locations where relevant service providers operate.

The particular locations involved can vary according to the booking channel, payment method, service used and current provider arrangements. Where an overseas disclosure is subject to Australian privacy law, we take the steps required by that law in the circumstances.

Website and cookies

Our website and connected services may automatically collect technical information such as your IP address, browser or device type, date and time of access, pages visited, referring page, cookies or similar identifiers and information used for security and website operation.

Cookies and similar technologies may be used to operate website and booking functions, maintain sessions, remember preferences, protect forms and systems and understand website performance. You can control many cookies through your browser settings, although doing so may affect some website functionality.

Our website may link to or incorporate services operated by other organisations. Those services may collect information independently under their own privacy policies.

Direct marketing

If you subscribe to our VIP list, request promotional information or otherwise consent to or are lawfully eligible to receive marketing, we may use your contact details to send accommodation news, offers or promotions.

You can unsubscribe at any time using the unsubscribe facility provided in the communication or by contacting us. We may retain a limited record of an unsubscribe request so that we can continue to respect it.

Security and retention

We take reasonable technical and organisational steps appropriate to the circumstances to protect personal information we hold from misuse, interference, loss and unauthorised access, modification or disclosure.

These measures may include access controls, authentication, appropriate payment-processing arrangements, system maintenance, backups, security monitoring and procedures that limit access to information to people who reasonably require it. We do not publish detailed security configurations where doing so could itself reduce security.

No internet, email or information system can be guaranteed to be completely secure. Where an applicable data-breach notification law requires us to assess or notify a breach, we will do so in accordance with that law.

We retain personal information for as long as reasonably necessary for the purpose for which it is held and for any additional period required or permitted by applicable law, including relevant accounting, taxation, payment, dispute-resolution, insurance and legal requirements. When information is no longer required, we take reasonable steps to delete, destroy or de-identify it where appropriate and permitted by law.

Access and correction

You may contact us to request access to personal information we hold about you or to ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading, subject to any applicable legal exceptions.

We may need to take reasonable steps to verify your identity or authority before providing access to information or acting on a request. Where permitted by law, reasonable costs may apply to providing access; we will advise you before incurring any such cost.

Privacy complaints

If you have a concern or complaint about how we have handled your personal information, please contact us using the details below and identify the matter as a privacy complaint.

We will consider the complaint, may ask for further information where reasonably necessary, investigate the circumstances and respond within a reasonable period.

If the Privacy Act 1988 applies to the matter and you remain dissatisfied after giving us a reasonable opportunity to respond, you may be entitled to complain to the Office of the Australian Information Commissioner (OAIC).

Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our services, information-handling practices, technology providers or applicable legal requirements. The current version will be published on this website with an updated revision date.

Contact us