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Privacy Policy

Last Updated: August 2026

PlaceMates Group ("we", "us", "our") respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, store, and protect personal data when you interact with our website, submit enquiries, book a property through us, or otherwise engage with our services.

This policy applies to all visitors, leads, clients, guests, and property owners who interact with PlaceMates.

1. Information We Collect

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

  • Full name
  • Email address
  • Phone number
  • Property or business details you voluntarily provide
  • Enquiry or message content
  • Booking details (dates, property, guest count)
  • Government-issued ID, for guest identity verification purposes
  • Payment information (processed by our payment providers — see Section 7)
  • Website usage data (via cookies and analytics)

We only collect information that is reasonably necessary to respond to enquiries, provide our services, verify guests, process bookings, or improve our offerings.

2. How We Collect Information

We collect information when you:

  • Submit a contact or enquiry form
  • Download resources or request information
  • Book a call or consultation
  • Make or manage a booking with us
  • Complete identity verification as part of a booking
  • Communicate with us via email, phone, or website
  • Interact with our website (cookies and analytics)

3. How We Use Your Information

We use your personal information to:

  • Respond to enquiries and requests
  • Communicate about services, bookings, or updates
  • Provide proposals, onboarding, or support
  • Process and manage bookings, payments, and guest stays
  • Verify guest identity and manage security or damage deposits
  • Improve our website and services
  • Meet legal and compliance obligations

We do not sell or rent your personal information.

4. CRM & Data Storage (HubSpot)

Personal information submitted through our website — including enquiries, leads, and general communications — is stored securely in HubSpot CRM, which we use to manage enquiries, communications, and client relationships.

HubSpot may store data on servers located outside Australia, including in the United States and the EU. HubSpot complies with GDPR and uses appropriate safeguards to protect personal data.

You can view HubSpot's privacy practices here: https://legal.hubspot.com/privacy-policy

5. Guest Booking & Property Management (Guesty)

If you book a stay with us or interact with us as a guest, your personal information — including name, contact details, booking dates, payment coordination, and guest communications — is managed through Guesty, our property management platform. Guesty may store data on servers located outside Australia.

You can view Guesty's privacy practices here: https://www.guesty.com/privacy-policy/

6. Identity Verification & Guest Screening (Truvi)

For certain bookings, we use Truvi to verify guest identity and manage guest agreements as part of our screening and damage protection process. This may involve collecting a copy of your government-issued ID and other verification information. This data is collected and processed directly by Truvi on our behalf, in accordance with their own privacy and security practices.

You can view Truvi's privacy practices here: https://truvi.com/privacy-policy/

We only use identity verification data for the purposes of guest screening, fraud prevention, and damage protection, and do not use it for any other purpose.

7. Payment Processing (Stripe)

Payments for bookings, deposits, and any additional purchases (such as our amenities store or linen hire services) are processed through Stripe. We do not store your full card details ourselves — this information is collected and processed directly by Stripe in accordance with their security standards.

You can view Stripe's privacy practices here: https://stripe.com/privacy

8. Security & Damage Deposits

Where applicable, bookings may be subject to a refundable security deposit or damage protection cover, held or administered via Booking.com, Truvi, or Stripe depending on the booking channel. Any information collected for this purpose is used solely to assess and resolve damage claims and is handled in accordance with the relevant provider's privacy practices.

9. Cookies & Analytics

We may use cookies and analytics tools to:

  • Understand website usage
  • Improve site performance
  • Measure marketing effectiveness

You can control or disable cookies through your browser settings.

10. Third-Party Services

We use trusted third-party services to operate our business, including HubSpot (CRM), Guesty (property and booking management), Truvi (guest verification and screening), Stripe (payment processing), and website analytics tools. Each provider is required to handle personal data securely and lawfully, and where data may be stored overseas, this is disclosed above.

We may also recommend or link to third-party products and services (such as smart home devices, insurance, or technology providers), and may receive a referral fee, commission, or credit where you sign up to or purchase a recommended product. Where a referral link or code is used, the relevant third party may receive limited information (such as that a referral originated from PlaceMates) in order to attribute the referral; this is governed by that third party's own privacy policy.

11. GDPR & International Users

If you are located in the European Union or UK, you have rights under the General Data Protection Regulation (GDPR), including the right to:

  • Access your personal data
  • Request correction or deletion
  • Withdraw consent
  • Restrict or object to processing
  • Request data portability

To exercise these rights, contact us using the details below.

12. Data Security

We take reasonable steps to protect personal information from misuse, loss, unauthorised access, or disclosure. This includes secure platforms, access controls, and best-practice operational safeguards.

13. Retention of Information

We retain personal information only for as long as necessary to fulfil its purpose, comply with legal obligations, or maintain business records.

14. Access & Corrections

You may request access to, or correction of, your personal information at any time by contacting us.

15. Complaints

If you believe we have breached the Australian Privacy Principles or mishandled your personal information, please contact us using the details below. We will investigate and respond within a reasonable timeframe. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

16. Changes to This Policy

We may update this Privacy Policy from time to time. The latest version will always be published on our website.

12. Contact Us

For privacy-related enquiries or requests, please contact:

PlaceMates
Email: support@placemates.pro
Website: https://placemates.pro

 

PlaceMates operates in accordance with the Australian Privacy Principles and applicable international data protection laws.