Privacy Policy - the basics

1. Personal Information We Collect

We may collect personal information that you provide to us directly or that is reasonably necessary to deliver our services.

This may include:

• Names, email addresses, phone numbers and contact details.

• Property addresses and information relating to properties we manage.

• Owner preferences, instructions and service agreements.

• Booking information, guest details and communication relevant to a stay.

• Payment, invoicing and transaction information.

• Information provided through website enquiries, forms, emails, telephone calls or social media.

• Other information reasonably required to manage a property or respond to an enquiry.

We may also collect limited technical information when you visit our website, such as your IP address, browser type and website usage data, through cookies or similar technologies where applicable.

We aim to collect only information reasonably necessary for our business activities.

2. How We Use Your Information

We may use personal information to:

• Respond to enquiries and provide information about our services.

• Prepare proposals, service agreements and property management arrangements.

• Manage short-stay listings, bookings and guest communications.

• Coordinate check-ins, check-outs, cleaning, laundry, restocking and maintenance where applicable.

• Communicate with property owners, guests, contractors and service providers.

• Process invoices, payments and business records.

• Improve our website, services and customer experience.

• Meet our legal, regulatory and insurance obligations.

• Send business updates or marketing communications where permitted by law.

We will not use personal information for purposes unrelated to our business activities unless permitted or required by law or otherwise authorised.

3. Disclosure of Personal Information

To deliver our services, we may share relevant information with third parties where reasonably necessary, including:

• Short-stay booking platforms such as Airbnb and Booking.com.

• Cleaners, laundry providers, maintenance contractors and tradespeople.

• Property owners and authorised representatives.

• Payment processors, accounting providers and business software providers.

• Website hosting, email and technology providers.

• Legal, insurance or professional advisers.

• Government agencies or other parties where required or authorised by law.

We aim to share only the information necessary for the relevant purpose.

Some third-party platforms or service providers may store or process information outside Australia. Where applicable, we will take reasonable steps to address our obligations under Australian privacy law.

4. Storage and Security

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

These steps may include access controls, password protection and using reputable service providers.

However, no electronic storage or transmission method is completely secure. While we take reasonable precautions, we cannot guarantee absolute security.

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, including any applicable legal, accounting or record-keeping requirements.

5. Accessing and Correcting Your Information

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

To make a request, please contact us using the details provided at the end of this policy.

We will respond within a reasonable timeframe and in accordance with applicable privacy laws. In certain circumstances, we may be permitted to refuse access or correction requests.

6. Cookies and Third-Party Websites

Our website may use cookies, analytics tools or similar technologies to understand website traffic and improve functionality.

You can adjust your browser settings to manage cookies. Disabling certain cookies may affect how parts of the website function.

Our website may also contain links to third-party websites or services. We are not responsible for the privacy practices or content of those third parties, and we encourage you to review their privacy policies separately.

7. Marketing Communications

We may contact you about our services, updates or relevant offers where permitted by law.

You can opt out of marketing communications at any time by using the unsubscribe option where available or contacting us directly.

We will continue to send necessary service-related communications where appropriate, even if you opt out of marketing.

8. Privacy Concerns and Complaints

If you have a question, concern or complaint about how we handle your personal information, please contact us.

We will review your concern and aim to resolve it fairly and promptly.

Where applicable, you may also have the right to raise a complaint with the Office of the Australian Information Commissioner (OAIC).

Further information is available at www.oaic.gov.au.

9. Changes to This Policy

We may update this policy from time to time to reflect changes to our services, business practices or legal obligations.

The latest version will be published on our website with the updated date.

Additional Costs & Third-Party Expenses

10. Management Fees and Additional Costs

Our management fees cover the services specifically outlined in your selected House & Host package and agreed service arrangement.

Certain costs associated with operating and maintaining a short-stay property are separate from our management fees and remain the responsibility of the property owner.

These may include:

• Cleaning and property turnover services.

• Laundry, linen hire and linen replacement.

• Toiletries, consumables and restocking purchases.

• Maintenance, repairs and replacement items.

• Tradesperson fees, call-out charges and labour.

• Furniture, décor, appliances and property improvements.

• Professional photography, styling and setup expenses.

• Booking platform fees and payment processing charges.

• Other property-specific expenses reasonably required to operate the accommodation.

The expenses applicable to each property will depend on its requirements and the services agreed with the owner.

11. Approval of Additional Expenses

Where an additional expense arises, we will discuss it with the property owner and seek approval before committing to the expenditure, wherever reasonably practicable.

Any agreed spending limits or authority to approve expenses on the owner's behalf will be documented in the relevant management agreement.

Where urgent action is reasonably necessary to address an immediate safety concern, prevent significant property damage or resolve an urgent issue affecting a guest's stay, we may act in accordance with any emergency authority agreed with the owner.

We will communicate the circumstances and costs to the owner as soon as reasonably practicable.

12. Invoicing and Payment

Additional expenses may be invoiced directly by the relevant service provider or charged to the owner through an agreed invoicing or reimbursement arrangement.

Where House & Host arranges a service on the owner's behalf, the owner remains responsible for the applicable costs in accordance with the agreed management arrangement.

Any additional House & Host coordination fees, service charges or applicable taxes will be disclosed as part of the agreed pricing or management agreement rather than assumed to be included in the standard management fee.

Owners are responsible for reviewing invoices and raising any discrepancies with us promptly.

13. Service-Specific Costs

The services included in each package differ. In general:

HOST covers guest and booking management. The owner remains responsible for the physical property, including cleaning, laundry, restocking, maintenance and repairs.

SIGNATURE includes coordination of guest services and physical property operations. The costs of cleaning, laundry, consumables, maintenance and other third-party services remain separate unless expressly agreed otherwise.

SIGNATURE ON CALL provides temporary management for the agreed period. Third-party costs and property expenses remain separate unless expressly agreed otherwise.

LAUNCH covers the agreed property setup and launch services. Purchases, trades, photography, cleaning, furnishings and other external expenses are additional unless expressly included in the written proposal.

The exact inclusions, exclusions and responsibilities for your selected service will be confirmed in your proposal or management agreement.

14. Transparency and Flexibility

We believe in clear communication and practical solutions that work for each property owner.

Where additional work or expenses arise outside the agreed scope, we will aim to discuss the options and associated costs with you before proceeding.

If your needs change, we welcome a conversation about adjusting your service arrangements, subject to mutual agreement and any applicable contractual terms.

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15. Contact Us

For privacy enquiries, requests to access or correct your information, or questions about additional costs, please contact:

House & Host Management

Email: [Insert your business email]

Website: [Insert your website address]

Business name: [Insert your registered business name]

ABN: [Insert your ABN, if applicable]

We appreciate the trust you place in House & Host and are committed to handling your information and your property with care, professionalism and transparency.

Different jurisdictions have different legal obligations of what must be included in a Privacy Policy. You are responsible to make sure you are following the relevant legislation to your activities and location.