Last updated: 25 May 2026 · TransfersX, Melbourne, Victoria, Australia. We comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
1. Who We Are
TransfersX ("we", "us", "our") is a chauffeured transport company based in Melbourne, Australia. This Privacy Policy explains how we handle personal information collected through transfersx.com.au, our booking system, our messaging channels (WhatsApp, Messenger, Instagram) and direct communications.
2. What We Collect
We only collect information that is reasonably necessary to provide the service you have requested. This includes:
- Booking details: name, phone, email, pickup and drop-off addresses, date, time, passenger count, flight number (if applicable), special requests.
- Payment information: processed directly by Stripe. We never see or store full card numbers — Stripe returns a token we use to charge the booking.
- Communications: messages you send via our website chat, email, WhatsApp, Messenger or Instagram.
- Website usage: standard analytics data (page views, device type, approximate location, referring source) via Google Analytics 4 and Meta Pixel.
- Cookies: small files used to remember preferences and measure performance (see Section 7).
3. How We Use Your Information
- To deliver, confirm and manage your booking.
- To communicate with you about a booking (confirmations, changes, arrival notifications, receipts).
- To process payments and issue invoices.
- To respond to enquiries and provide customer support.
- To improve our website, fleet and service.
- To send occasional service updates or offers, where you have consented and not unsubscribed.
- To meet legal, tax and insurance obligations.
4. Who We Share It With
We do not sell personal information. We only share it with parties who help us deliver the service, including:
- Our chauffeurs — name, phone, pickup/drop-off and flight number, for the trip they are assigned to.
- Stripe — to process payments (stripe.com/au/privacy).
- Google Workspace — for email, calendar and bookings spreadsheet hosting.
- Meta & WhatsApp — where you contact us via Messenger, Instagram DM or WhatsApp Business.
- Analytics providers — Google Analytics and Meta Pixel, in aggregated/de-identified form.
- Legal & regulatory bodies — where required by Australian law.
5. Where Your Data Is Stored
Bookings and customer records are stored in secure Google Workspace infrastructure (data centres in the Asia-Pacific region). Payment data is held by Stripe under PCI-DSS Level 1 compliance. We take reasonable steps — access controls, encryption in transit (HTTPS), and limited staff access — to protect personal information from misuse, loss or unauthorised access.
6. AI-Assisted Replies
When you chat with us on Messenger, Instagram or WhatsApp, your messages may be processed by an AI assistant (currently DeepSeek) to generate a draft reply. Only the content of your message and prior conversation are sent to the AI provider — no payment data is ever sent. AI replies are reviewed by our team for high-value or sensitive bookings.
7. Cookies & Tracking
We use cookies and similar technologies for:
- Essential: booking flow, cart state, secure payment.
- Analytics: Google Analytics 4 (anonymised IP).
- Advertising: Meta Pixel, Google Ads conversion tracking.
You can disable non-essential cookies in your browser settings. Doing so may affect site functionality.
8. How Long We Keep It
- Booking records: 7 years (ATO record-keeping requirement).
- Marketing contact data: until you unsubscribe, then deleted within 30 days.
- Chat transcripts: 12 months, then archived or deleted.
- Website analytics: per Google Analytics defaults (typically 14 months).
9. Your Rights
Under the Australian Privacy Principles you can:
- Request a copy of the personal information we hold about you.
- Ask us to correct information that is inaccurate.
- Ask us to delete information we are not legally required to keep.
- Unsubscribe from marketing communications at any time.
- Make a privacy complaint, including to the Office of the Australian Information Commissioner (OAIC).
To exercise any of these rights, email info@transfersx.com.au. We will respond within 30 days.
10. Children
Our service is for adults. We do not knowingly collect personal information from children under 16. Where bookings include child passengers, only the booking adult's contact details are stored.
11. Changes to This Policy
We may update this policy from time to time. The "last updated" date at the top reflects the most recent change. Material changes will be communicated by email to active customers where appropriate.
12. Contact
