Wheels of Melbourne (“Wheels of Melbourne”, “we”, “us” or “our”) provides premium chauffeur-driven transport services, including airport transfers, corporate travel, special events and private hire, throughout Melbourne and Victoria. We are committed to protecting your privacy and handling your personal information responsibly, in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This Privacy Policy explains what personal information we collect, how we collect it, why we use it, who we may share it with, and the choices and rights you have. It applies to our website at wheelsofmelbourne.com.au, our booking and enquiry channels, and any related communications between you and us.

By using our website or booking a service with us, you agree to the collection and use of information in accordance with this Policy. If you do not agree with this Policy, please do not use our website or services.

1. Information we collect

The personal information we collect depends on how you interact with us, and may include:

• Booking & contact details – name, phone number, email address, pick-up and drop-off addresses, flight or event details, and any special requirements (e.g. child seats, wheelchair access, extra luggage).
• Payment information – billing address and payment details processed through our secure payment providers. We do not store full credit card numbers on our own systems.
• Corporate account details – company name, ABN, billing contact and authorised booking contacts for business accounts.
• Communications – records of enquiries, feedback, complaints, and correspondence via phone, email, our website contact form, or social media.
• Website usage data – IP address, browser and device type, pages viewed, referring website, and general location, collected automatically when you browse our site.
• Driver-related information – where relevant to service delivery, information such as trip logs, pick-up/drop-off times and, if used for safety and quality purposes, in-vehicle camera footage.

We only collect sensitive information (such as health or accessibility needs relevant to your transport) where you choose to provide it, and only to the extent needed to deliver a safe and comfortable service.

2. How we collect information

We collect personal information directly from you when you make a booking by phone, email or through our website; when you create a corporate account; when you contact us with an enquiry or complaint; or when you subscribe to updates. We may also collect information from third parties acting on your behalf, such as a travel booking agent, hotel concierge, or event organiser, or automatically through cookies and similar technologies when you visit our website (see Section 5).

3. How we use your information

We use personal information to:

• Process and confirm bookings, and arrange the requested chauffeur service;
• Communicate with you about your booking, including confirmations, driver details and updates;
• Process payments and invoices, and manage corporate accounts;
• Respond to enquiries, feedback and complaints, and provide customer support;
• Maintain the safety and security of passengers, drivers and vehicles;
• Improve our website, services and customer experience;
• Send service-related notices and, where you have consented, marketing communications; and
• Meet our legal, regulatory, accounting and insurance obligations.

4. Who we share information with

We do not sell your personal information. We may share it with:

• Our chauffeurs and operations staff, to the extent needed to carry out your booking;
• Payment processors and financial institutions, to process payments securely;
• IT, booking platform and website service providers, who support our systems on our behalf;
• Professional advisers such as accountants, insurers and legal advisers, where necessary;
• Corporate clients or travel agents, where a booking is made through or on behalf of them; and
• Regulatory bodies, law enforcement or other parties, where required or authorised by law, or to protect the safety of passengers, drivers or the public.

Any third-party service providers we work with are only permitted to use your information to perform the services we’ve engaged them for, and are expected to handle it securely and in line with applicable privacy laws.

5. Cookies & website analytics

Our website may use cookies and similar technologies (such as Google Analytics) to understand how visitors use our site, remember your preferences, and improve functionality. Cookies do not by themselves identify you personally. You can disable cookies through your browser settings, though some parts of our website may not function as intended if you do so.

6. Overseas disclosure

Some of the service providers we use (for example, cloud hosting, booking software or payment platforms) may store or process data on servers located outside Australia. Where this occurs, we take reasonable steps to ensure your information continues to be handled in a manner consistent with the Australian Privacy Principles.

7. Data security & retention

We take reasonable technical and organisational steps to protect the personal information we hold from misuse, interference, loss, and unauthorised access, modification or disclosure. This includes secure systems, restricted access to personal information, and secure payment processing through reputable third-party providers.

We retain personal information only for as long as necessary to fulfil the purposes described in this Policy, or as required by law (for example, financial record-keeping obligations), after which it is securely deleted or de-identified.

8. Access, correction & complaints

You may request access to, or correction of, the personal information we hold about you by contacting us using the details in Section 13. We will respond to reasonable requests within a reasonable timeframe, subject to any legal exceptions.

If you have a concern about how we have handled your personal information, please contact us first so we can investigate and resolve the issue. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

9. Marketing communications

With your consent, we may send you promotional offers, updates or newsletters. You can opt out at any time by using the unsubscribe link in our emails or by contacting us directly. Opting out of marketing will not affect service-related communications about a current or upcoming booking.

10. Links to other websites

Our website may contain links to third-party websites (for example, partner venues or payment gateways). We are not responsible for the privacy practices or content of those external sites, and encourage you to review their privacy policies separately.

11. Children’s privacy

Our services are intended for use by adults arranging travel. We do not knowingly collect personal information directly from children. Where a booking includes children as passengers, relevant details (such as the need for a child seat) may be provided by the adult making the booking.

12. Changes to this Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal obligations. The updated version will be posted on this page with a revised “Last updated” date. We encourage you to review this Policy periodically.

13. Contact us

If you have any questions about this Privacy Policy or how we handle your personal information, please get in touch: