Privacy Policy

Pepperina Farmstay & Bird Sanctuary

Last updated: 19 October 2026

1. Our commitment to your privacy

At Pepperina Farmstay & Bird Sanctuary (Pepperina, we, us or our), we respect your privacy and are committed to protecting the personal information you share with us.

Whether you are browsing our website, making an enquiry, booking accommodation, participating in an activity or visiting our property, we aim to handle your personal information responsibly, securely and transparently.

This Privacy Policy explains how we collect, use, store and disclose personal information in accordance with applicable Australian privacy legislation, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), where applicable.

This policy applies to our website, accommodation bookings, activity bookings, guest communications and other services provided by Pepperina.

2. Personal information we collect

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

Contact information: Your name, email address, telephone number and residential address where required.
Booking information: Accommodation dates, activity selections, number of guests, booking preferences and special requests.
Payment information: Transaction references, payment amounts, payment confirmations and relevant billing details.
Guest information: Names and relevant details of accompanying guests, including children where necessary for booking administration and safety.
Health and accessibility information: Dietary requirements, accessibility needs, relevant medical considerations or other information you voluntarily provide to help us accommodate your needs or facilitate activities safely.
Communications: Information you provide when contacting us by email, telephone, website forms or other communication channels.
Website information: Your IP address, browser type, device information, pages visited and other information that may be collected through cookies or website analytics tools.

We only seek personal information reasonably necessary for our business operations, the services you request or other lawful purposes.

3. How we collect information

We generally collect personal information directly from you when you:

Submit an enquiry through our website.
Make an accommodation or activity booking.
Contact us by telephone, email or social media.
Register for or participate in an activity or experience.
Provide information during your stay.
Subscribe to communications or promotional updates.

We may also receive information from third-party booking platforms, payment providers or another person making a booking on your behalf.

Where reasonable and practicable, you may contact us anonymously or using a pseudonym. However, certain information is necessary to confirm reservations, process payments, meet legal obligations and provide our services safely.

4. How we use your information

We use personal information to:

Respond to enquiries and provide information about Pepperina.
Process, confirm and manage accommodation and activity bookings.
Communicate booking confirmations, arrival instructions and important updates.
Confirm payments, administer refunds and maintain financial records.
Prepare for your stay and accommodate reasonable guest requirements.
Manage participation in activities and maintain guest safety.
Respond to emergencies, incidents or complaints.
Maintain accurate business, accounting and administrative records.
Improve our website, accommodation, activities and guest experience.
Comply with applicable laws and regulatory obligations.
Send promotional information where you have consented or where otherwise permitted by law.

We will not use your personal information for unrelated purposes unless you have consented or the use is otherwise permitted or required by law.

5. Accommodation bookings

Accommodation reservations at Pepperina are managed through Booking.com, an independent third-party accommodation booking platform.

When you make an accommodation reservation through Booking.com, your personal information is collected and processed in accordance with Booking.com's privacy policy and applicable terms.

Pepperina receives information necessary to administer your reservation, which may include:

Your name and contact details.
Booking dates and accommodation details.
Number of guests.
Special requests and relevant guest preferences.
Booking status and payment confirmation information.

We use this information to prepare for your arrival, communicate important information about your stay, manage your reservation and provide accommodation services.

Accommodation payments are managed according to the arrangements established through Booking.com and the applicable payment provider.

For information about how Booking.com collects, processes and protects personal information, please refer to its privacy policy:

https://www.booking.com/content/privacy.html

6. Activity bookings

Activities and experiences offered by Pepperina may be booked directly through our website at pepperinafarmstay.com.au.

When you make an activity booking, we collect the information reasonably necessary to process your reservation and provide the selected experience.

This may include:

Your name, email address and telephone number.
The activity selected, preferred date and number of participants.
Relevant age or participation information.
Special requirements or accessibility considerations.
Information voluntarily provided about relevant health conditions or other matters that may affect safe participation.

Where sensitive information is required, we will seek appropriate consent and handle it in accordance with applicable privacy requirements.

Information collected through activity bookings is used to confirm reservations, communicate activity details, manage participation, meet reasonable safety requirements and respond to enquiries or incidents.

Booking information may be retained in our website's booking system, email records or other business administration systems, as applicable.

We will not use sensitive information for marketing purposes without your consent.

7. Payments and financial information

Payments for activities booked through the Pepperina website are processed securely by PayPal, an independent third-party payment provider.

When making a payment, you are redirected from the Pepperina website to PayPal's payment facilities, where you complete your transaction.

Pepperina does not collect, process or store your credit or debit card details on its website. Payment information is entered directly into PayPal's systems and handled in accordance with PayPal's privacy and security practices.

Following a transaction, Pepperina may receive and retain information necessary to administer your booking, including your name, payment amount, transaction reference, payment status and associated booking details.

This information is used to confirm bookings, maintain financial records, process refunds where applicable and comply with accounting and taxation obligations.

Accommodation bookings are processed separately through Booking.com, subject to that platform's applicable payment arrangements and privacy practices.

For further information about how these providers handle personal information, please refer to their respective privacy policies:

PayPal: https://www.paypal.com/au/legalhub/paypal/privacy-full
Booking.com: https://www.booking.com/content/privacy.html

8. Sharing your information

We do not sell or trade your personal information.

We may disclose relevant personal information to trusted third parties where reasonably necessary to operate our business, including:

Booking.com, for accommodation reservations and related booking administration.
PayPal, for activity payment processing and transaction management.
Website hosting, maintenance and technology providers.
Email and communication service providers.
Accounting and administrative service providers.
Contractors or service providers assisting with your booking or experience.
Emergency services or medical personnel where necessary to respond to an emergency.
Government authorities or regulatory bodies where disclosure is required or authorised by law.

We take reasonable steps to ensure that service providers handling personal information on our behalf apply appropriate privacy and security protections.

We only disclose information to the extent reasonably necessary for the relevant purpose.

9. Website cookies and analytics

Our website may use cookies and similar technologies to support its functionality, understand visitor behaviour and improve the browsing experience.

These technologies may collect information such as browser type, device information, approximate location, pages visited and time spent on the website.

Cookies may be used for essential website functionality, performance monitoring and analytics.

You can manage or disable cookies through your browser settings, although some website features may not function as intended.

Where third-party analytics or tracking services are used, their handling of information may also be governed by their own privacy policies.

10. Marketing communications

We may occasionally send information about Pepperina, including accommodation offers, activities, seasonal experiences and other news.

We will only send electronic marketing communications where permitted under applicable Australian law, including the Spam Act 2003 (Cth).

You may unsubscribe from marketing communications at any time by using the unsubscribe option provided or contacting us directly.

Unsubscribing from marketing will not prevent us from sending essential communications relating to an existing booking.

11. Photography and promotional material

Photographs or videos may be taken at Pepperina to document the property, its facilities, wildlife, activities and experiences.

Where photographs or recordings identify individual guests and are intended for promotional use, we will seek appropriate consent before publishing them, unless another lawful basis applies.

We will seek consent from a parent or guardian before using identifiable images of children for promotional purposes.

Guests may advise us if they do not wish to appear in promotional photography or video.

12. Storage and security of personal information

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

Information may be stored in electronic systems, website booking records, email communications, secure third-party platforms or other systems used to manage our operations.

Our security measures may include access restrictions, password protection, secure communications and the use of reputable technology providers.

While we take reasonable precautions, no method of electronic transmission or storage can be guaranteed to be completely secure.

If a data breach occurs, we will assess the circumstances, take appropriate remedial action and make notifications where required by applicable law, including under the Notifiable Data Breaches scheme where applicable.

13. Overseas storage and disclosure

Some third-party technology, booking, payment, email or website service providers may operate or store information outside Australia.

Where personal information is likely to be disclosed to overseas recipients, we will identify the relevant countries where practicable and take reasonable steps to protect the information in accordance with applicable privacy obligations.

Information processed by Booking.com and PayPal may be subject to international processing arrangements described in their respective privacy policies.

14. Retention of personal information

We retain personal information only for as long as reasonably necessary to fulfil the purposes for which it was collected, maintain appropriate business records, resolve disputes or comply with legal obligations.

Different retention periods may apply to booking records, financial transactions, incident reports and other information.

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

15. Accessing or correcting your information

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

To make a request, please contact us using the details below.

We may need to verify your identity before providing access or making changes.

We will respond within a reasonable timeframe and explain any circumstances in which access or correction cannot be provided under applicable law.

You may also contact us to request deletion of information. We will consider such requests in accordance with our legal obligations and applicable retention requirements.

16. Privacy concerns and complaints

If you have a question or concern about how Pepperina handles personal information, please contact us directly.

We take privacy complaints seriously and will investigate concerns fairly and promptly.

We aim to acknowledge complaints within a reasonable timeframe and provide a substantive response within 30 days wherever practicable.

If you are dissatisfied with our response and the Privacy Act applies to the matter, you may be entitled to lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

Office of the Australian Information Commissioner

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

Telephone: 1300 363 992

The OAIC generally expects individuals to raise their concerns directly with the organisation before lodging a complaint.

17. Links to external websites

Our website may contain links to external websites, booking services or social media platforms.

These websites operate independently and may have their own privacy policies and information-handling practices.

We encourage you to review their policies before providing personal information.

Pepperina is not responsible for the privacy practices of independently operated third-party websites.

18. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our operations, technology, services or applicable legal requirements.

The current version will be published on our website with its most recent update date.

We encourage visitors and guests to review this policy periodically.

19. Contact us

For questions about this Privacy Policy, requests to access or correct personal information, or privacy-related complaints, please contact: