Privacy Policy

1. What information we collect

We collect the following personal information when you make a booking:

• Full name
• Mobile phone number and email address
• Residential address
• Booking details — trailer type, pickup location, hire dates, and pricing
• Driver's licence details and photos (front and back) for identity verification
• Pre-hire photos of the trailer (taken by you before pickup)
• Post-hire photos of the trailer (taken by you on return)
• Payment information — processed securely by Stripe; we do not store card numbers or full payment details

Providing this information is required to complete a booking. Without it, we cannot verify your identity or confirm the hire.

2. Why we collect it

Your information is collected and used solely for the following purposes:

• Identity verification — confirming you are who you say you are before hire
• Fraud prevention and theft deterrence — protecting our equipment and other customers
• Booking administration — processing bookings, confirmations, access codes, and reminders
• Payment processing — charging the hire fee and managing the refundable security bond
• Damage assessment and dispute resolution — pre-hire and post-hire photos serve as condition evidence
• Insurance and legal compliance — providing evidence where required for claims or legal proceedings
• Safety — protecting our staff, equipment, and the public

We do not use your information for marketing, advertising, or unrelated profiling.

3. How sensitive files are stored and secured

• Driver's licence images, pre-hire photos, and post-hire photos are stored in private, restricted cloud storage. They are not publicly accessible — they cannot be reached by direct URL, guessing, or any other means without authorisation.
• Access to sensitive files is restricted to the business (admin) only. Customers can view their own photos during an active upload session but cannot retrieve stored files after the fact.
• All admin access to sensitive files is logged (who accessed, what file, when).
• No third party — including insurers or external companies — can access your files through our system. Any disclosure to third parties is handled manually by us and only in the specific circumstances described in section 5 below.

4. Who can access your data

Access to your personal information and files is strictly controlled:

• Business admin (us) — full access for booking management, verification, dispute resolution, and compliance
• Customers (you) — limited: you can see your own booking details and submit your own photos; you cannot access other customers' data or retrieve your own stored files through the system
• Third parties — no third party has system access to your data. See section 5 for circumstances where we may manually share information

We do not provide bulk data access, API access, or unrelated data access to any external company, insurer, or other organisation under any circumstances.

5. When we may share your information

We may disclose your personal information to a third party only when:

• It is directly required for a specific trailer hire, booking, or incident, AND it relates only to you and your specific booking — for example, providing your licence and photos to an insurer when you are involved in a specific damage or theft claim
• It is required by law — for example, by court order, police investigation, or a regulatory authority with lawful authority to compel disclosure
• Necessary service providers — payment processing (Stripe), SMS notifications (Twilio), website hosting, and cloud file storage. These providers access only the minimum data needed to provide their service and are bound by their own privacy obligations.

We do not sell, rent, or share your data for marketing, advertising, or commercial purposes. We do not disclose bulk customer data or data unrelated to a specific incident to any insurer or external party.

6. Overseas storage

Some service providers we use (including Stripe, Twilio, and cloud storage) may process or store data on servers located outside Australia. By using our services you consent to this transfer where necessary for the service to operate. We only use providers with appropriate data protection practices.

7. Data retention

We retain your information for the following periods:

• Booking and invoice records — kept for 7 years in accordance with Australian taxation and business record-keeping requirements
• Driver's licence and identity verification records — kept for 3 yearsafter the hire, unless there is an active dispute, chargeback, fraud investigation, insurance claim, legal hold, or legal requirement
• Pre-hire and post-hire photos — kept only as long as reasonably necessary for dispute resolution, claims, compliance, theft or damage evidence, or legal purposes, then deleted or de-identified

Records subject to an active legal hold, court order, or insurance investigation are retained for as long as required regardless of the standard retention periods above.

8. Your rights

• You may request access to the personal information we hold about you
• You may request correction of inaccurate information, subject to legal limitations
• You may request deletion of your data where it is no longer required, unless we are required to retain it by law or for a specific claim
• Privacy requests are assessed and responded to within a reasonable time

9. Changes to this policy

We may update this Privacy Policy from time to time. The current version will always be available on our website at /privacy.

10. Contact us

For privacy questions, access requests, or complaints, contact us at:

AJ Acreage Mowing & Trailers

privacy@ajtrailerhire.com.au

We take privacy seriously. All enquiries are handled confidentially.