Lux STR Solutions

1. About this policy

Lux Short Term Rental Solutions ("Lux STR Solutions", "we", "us", "our") ABN [ABN] provides styling, furnishing, linen and laundry, guest welcome hampers and guest turnover services to holiday home owners on the NSW Central Coast.

We respect your privacy. This policy explains how we collect, hold, use and disclose personal information, and how you can access, correct or complain about our handling of it. We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This policy applies to our website at luxstrsolutions.com.au and to all of our services.

2. What personal information we collect

Depending on how you interact with us, we may collect:

• Enquiry and quote information — your full name, email address, phone number, and any details you provide about your property or the services you are interested in, including through our "Request a Quote" form, by phone, email, SMS or social media.
• Client and service information — property address and access details (keys, lockbox or smart lock codes, alarm codes, building access), preferred contact details, service schedules and instructions, styling and furnishing preferences, inventory and linen records, and correspondence with us.
• Billing information — billing name and address, invoices, payment records and bank or payment references. We do not store full credit card numbers; card payments are processed by our third-party payment provider.
• Photographs and media — photographs and video of properties we furnish, style, clean or service. These are taken for quality assurance, inventory and damage records, and (with the owner's consent) for marketing and portfolio purposes.
• Guest information — where an owner or booking platform provides it, limited guest details such as name, arrival and departure dates and access instructions, so we can schedule turnovers and prepare the property.
• Supplier and contractor information — contact details, ABN, insurance and police check details, qualifications and payment details of the contractors and suppliers we engage.
• Website and technical information — IP address, browser and device type, pages visited, referring site, and dates and times of access, collected through cookies and analytics tools (see section 8).
• Job applicant information — where you apply to work with us, your résumé, employment history, references and right-to-work details.

We generally do not collect sensitive information. If we need to (for example, a police check or health information relevant to a work role), we will only collect it with your consent or where the law permits.

3. How we collect personal information

We collect personal information directly from you wherever possible — through our website forms, by phone, email or SMS, in person during consultations and site visits, and through service agreements and invoices.

We may also collect personal information from third parties, including:

• property owners and their property managers, who provide access and guest details;
• Coast Hosting Pty Ltd and other short-term rental managers who engage us on an owner's behalf;
• booking platforms and channel managers, where an owner has authorised this;
• referees, recruitment services and background check providers, for job applicants; and
• publicly available sources.

If you provide us with someone else's personal information (for example, a co-owner, a guest or a referee), you must ensure you are entitled to do so and that they are aware of this policy.

4. Why we collect, hold and use personal information

We use personal information to:

• respond to enquiries and prepare quotes and proposals;
• deliver our services, including scheduling turnovers, styling and furnishing work, linen deliveries and restocking;
• access and secure properties safely, and manage keys and access credentials;
• manage inventory, quality assurance and records of the condition of a property;
• invoice and take payment, and manage accounts;
• communicate with you about your property, bookings and service changes;
• resolve complaints, damage claims and insurance matters;
• with your consent, promote our services using photographs of completed work, testimonials and case studies;
• send marketing communications and newsletters, where you have opted in;
• recruit and manage staff and contractors;
• improve our website and services; and
• meet our legal, tax, insurance and work health and safety obligations.

If you do not provide the personal information we ask for, we may not be able to quote for, arrange or deliver our services.

5. Direct marketing

We may send you information about our services, offers and updates by email, SMS or post where you have asked to receive it or where it is reasonable to expect us to do so as a current client. Every marketing message includes an unsubscribe option, and you can opt out at any time by contacting us using the details in section 12. Opting out will not affect service-related communications about work at your property.

6. Who we disclose personal information to

We may disclose personal information to:

• our employees, cleaners, stylists, laundry partners and other contractors, so they can perform the services;
• Coast Hosting Pty Ltd, where it manages the property or engaged us on the owner's behalf;
• suppliers and delivery partners, for furnishing, fit-out and hamper orders;
• our payment processor, accounting and invoicing providers;
• our website host, CRM, email, scheduling, storage and analytics providers;
• our insurers, brokers, lawyers and accountants;
• emergency services, strata managers or building managers where necessary; and
• government agencies, regulators or courts where required or authorised by law.

We do not sell personal information.

7. Overseas disclosure

Some of the service providers we use — including website hosting, email, cloud storage, CRM and analytics platforms — store or process data on servers outside Australia, including in the United States and the European Union. Where we disclose personal information overseas, we take reasonable steps to ensure the recipient handles it consistently with the APPs. By providing your personal information to us, you consent to this disclosure.

8. Cookies and website analytics

Our website uses cookies and similar technologies to keep the site working properly, remember your preferences and understand how visitors use it. We may use analytics and advertising tools such as Google Analytics and Meta (Facebook and Instagram) tools, which may set their own cookies and collect information about your browsing.

You can set your browser to refuse or delete cookies, though some parts of the site may not work as intended. Our website may also link to third-party sites and social media pages; we are not responsible for their privacy practices, and we encourage you to read their policies.

9. Security and retention

We hold personal information in electronic systems and, in some cases, in paper records. We take reasonable steps to protect it from misuse, interference, loss and unauthorised access, modification or disclosure — including access controls and passwords on our systems, restricting access to property access codes and keys to the staff who need them, confidentiality obligations in our contractor agreements, and secure disposal of records we no longer need.

No system is completely secure, and we cannot guarantee the security of information transmitted to us over the internet.

We keep personal information only for as long as we need it for the purposes described in this policy, or for as long as the law requires us to (for example, tax and employment records). When it is no longer needed, we destroy or de-identify it.

10. Photographs of your property

We photograph properties for quality assurance and inventory records as part of normal service delivery. We will not publish photographs of your property, or use them in marketing, without your consent. Where consent is given, we take care to exclude personal items, documents and anything that identifies you or your guests. You can withdraw consent to future use at any time by contacting us; we will remove the images from our website and social channels as soon as practicable, though we cannot always recall material already shared or republished by others.

11. Accessing and correcting your information

You can ask us for access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date, incomplete or misleading. Please make your request in writing using the details below. We will respond within a reasonable period — usually within 30 days — and will verify your identity first. There is no fee for making a request, though we may charge a reasonable fee for the cost of providing access. If we refuse access or correction, we will tell you why in writing.

12. Complaints and contact

If you have a question about this policy, or believe we have breached the Australian Privacy Principles, please contact us:

Privacy Officer
Lux STR Solutions
Email: [email protected]
Phone: +61 404 001 654
Post: [POSTAL ADDRESS], Central Coast NSW

We will acknowledge your complaint promptly, investigate it and respond in writing, usually within 30 days.

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

Website: oaic.gov.au
Phone: 1300 363 992
Post: GPO Box 5218, Sydney NSW 2001

13. Notifiable data breaches

If we experience a data breach that is likely to result in serious harm to any individual whose personal information we hold, we will assess it promptly and, where the Notifiable Data Breaches scheme requires, notify the affected individuals and the Office of the Australian Information Commissioner.

14. Changes to this policy

We may update this policy from time to time to reflect changes in our services, systems or legal obligations. The current version is always available on our website, and the date at the top shows when it was last updated. Material changes will be brought to your attention where practicable.