Privacy Policy

1. What personal information we collect

We may collect personal information such as:

• your name
• business name
• phone number
• email address
• website URL
• business location details
• billing and payment information
• information you provide through enquiry forms, audits, onboarding forms, or email correspondence
• information about how you use our website, including pages visited, buttons clicked, forms submitted, calls booked, device type, browser type, IP address, cookie identifiers, and referral source

Where relevant to delivering our services, we may also collect business profile information connected to your venue or brand, including Google Business Profile related information you authorise us to access or manage on your behalf.

2. How we collect personal information

We may collect personal information:

• when you fill out a form on our website
• when you contact us by email, phone, social media, or messaging apps
• when you book a call or request an audit, quote, or proposal
• when you become a client and complete onboarding information
• when you click one of our ads, for example on Facebook, Instagram or Google
• through cookies, analytics and advertising tools (such as Google Analytics and the Meta Pixel), and similar technologies
• from third parties where you have authorised them to share information with us

We only collect personal information that is reasonably necessary for our business activities and services.

3. Why we collect your information

We collect and use personal information to:

• respond to enquiries and provide proposals or service information
• deliver our Google Maps, review management, local SEO, and related services
• communicate with you about your account, campaigns, audits, or service updates
• process invoices and payments
• improve our website, marketing, and service delivery
• send relevant updates, insights, or promotional communications where permitted by law
• maintain internal records and protect our legitimate business interests
• measure how well our ads work, and show our ads to people who have visited our website or may be interested in our services

4. Cookies, analytics and advertising

Our website may use cookies and similar tracking technologies to improve user experience, understand website traffic, and support advertising or remarketing activities.

These tools may collect information such as your IP address, browser type, pages visited, time spent on site, and actions taken on the website.

You can usually adjust your browser settings to refuse cookies or alert you when cookies are being used. However, some parts of the website may not function properly if cookies are disabled.

Google Analytics and Google Ads. Our website uses Google Analytics and Google Ads tags from Google. They use cookies to measure how people use our website and how our Google ads perform, and may be used to show our ads to past visitors. How Google uses this information: policies.google.com/technologies/partner-sites

Meta Pixel (Facebook and Instagram). Some pages of our website, including our survey and booking pages at start.betterhospitalityreviews.com, use the Meta Pixel from Meta, the company behind Facebook and Instagram. It lets us and Meta use cookies and similar technologies to collect:

• the pages you visit
• actions you take, such as clicking a button, submitting our survey or booking a call
• technical details such as your IP address, browser, device and cookie identifiers
• if you submit our survey, your first name and email address, scrambled (hashed) before they are sent

Meta uses this to link your visit to a Facebook or Instagram account, if you have one. This lets us measure how many people respond to our ads, show our ads to people who have visited our website, avoid showing ads to people who have already contacted us, and reach other people who may be interested in our services. Meta does not tell us who you are on Facebook or Instagram; we only see combined results. Meta also uses this information to provide measurement services and to target and deliver ads, as set out in Meta's Privacy Policy (facebook.com/privacy/policy). Visitor lists we create in Meta keep each visitor for no more than 180 days.

Your choices.

• Meta: use the "Activity from other businesses" setting in Meta's Accounts Center (in your Facebook or Instagram settings) to stop Meta using information from websites like ours to personalise your ads.
• Google: manage personalised ads at myadcenter.google.com, and opt out of Google Analytics with Google's browser add-on at tools.google.com/dlpage/gaoptout.
• Any browser: block or delete cookies in your browser settings.
• Or contact us using the details in section 13.

5. How we store and protect personal information

We take reasonable steps to protect the personal information we hold from misuse, interference, loss, unauthorised access, modification, or disclosure. These steps may include secure systems, restricted access, password protection, and the use of reputable third-party software providers.

While we take reasonable precautions, no method of transmission over the internet or electronic storage is completely secure. For that reason, we cannot guarantee absolute security.

6. Disclosure of personal information

We may disclose your personal information to:

• team members, contractors, and service providers who assist us in operating our business
• payment processors, CRM platforms, analytics providers, and communication tools
• legal, accounting, or professional advisers
• regulators, courts, or authorities where required by law
• third-party platforms where necessary to provide our services and where you have authorised us to act on your behalf
• advertising platforms such as Google and Meta (Facebook and Instagram), as described in section 4
• booking tools such as Calendly, when you book a call

We do not sell your personal information.

7. Overseas disclosure

Some of the third-party tools or service providers we use may store or process data outside Australia, including in countries such as the United States or other jurisdictions where their infrastructure or personnel are located.

By providing your information to us, you acknowledge that your information may be disclosed to overseas recipients where reasonably necessary for us to provide our services.

This includes Google and Meta, which may process information from their website tags in the United States and other countries where they operate.

8. Access and correction

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

To make a request, please contact us using the details below. We may need to verify your identity before processing your request.

9. Marketing communications

We may send you marketing or educational communications about our services, offers, or industry insights where permitted by law. You can opt out of receiving marketing emails at any time by clicking the unsubscribe link in the email or contacting us directly.

If you have visited our website, we may also show you our ads on Facebook, Instagram and Google. Section 4 explains how to stop this.

10. Third-party links

Our website may contain links to third-party websites or platforms. We are not responsible for the privacy practices, content, or security of those third-party sites. We encourage you to review their privacy policies before providing any personal information.

11. Complaints

If you believe we have mishandled your personal information, you may submit a complaint to us using the contact details below. We will review your complaint and respond within a reasonable time.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner.

12. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our services, legal obligations, or business practices. The latest version will always be published on this page with the updated effective date.

13. Contact us

If you have any questions, requests, or complaints about this Privacy Policy or how we handle your personal information, please contact: