PRIVACY POLICY

Last updated: 18 August 2026

Coffs Canyons Pty Ltd trading as Coffs Canyons (“Coffs Canyons”, “we”, “us” or “our”) respects your privacy and is committed to handling your personal information responsibly.

This Privacy Policy explains what information we collect, why we collect it, how we use and disclose it, and how you can contact us about your personal information.

1. Information we collect

We may collect personal information including:

  • your name, date of birth or age

  • email address and phone number

  • residential location or other contact details

  • emergency contact details

  • booking and trip information

  • payment and transaction information

  • relevant medical conditions, injuries, allergies, medications, swimming ability, dietary requirements or other information relevant to your participation

  • information provided through participant waivers, medical declarations and consent forms

  • photographs and video where you have consented to their use

  • communications you have with us

  • information relating to incidents, injuries or emergencies

  • information about how you use our website, including cookies, device information and website analytics.

We only seek information that is reasonably required to provide our services, operate our business or manage safety.

2. How we collect information

We may collect information directly from you when you:

  • make a booking

  • complete a participant waiver or medical declaration

  • contact us by email, phone, social media or through our website

  • participate in one of our trips

  • subscribe to marketing communications

  • provide feedback or complete a survey.

Information may also be collected through service providers we use to operate our business, including our booking system, waiver and participant management system, website provider, payment processor and other technology providers.

If another person makes a booking on your behalf, we may receive information about you from that person.

3. Medical and sensitive information

Canyoning and related activities take place in outdoor and sometimes remote environments and can involve physical exertion, swimming, walking, scrambling, abseiling and exposure to water, heights and uneven terrain.

For safety reasons, we may ask participants to disclose medical conditions, injuries, medications or other information that could affect their ability to safely participate.

We will only collect this information where reasonably necessary for our activities and, where required, with your consent.

Medical and safety information may be made available to guides and staff who reasonably need the information to manage your participation.

In an emergency, relevant information may also be provided to emergency services, medical providers or rescue organisations where reasonably necessary.

4. How we use your information

We may use personal information to:

  • process and manage bookings

  • communicate with you before, during and after your trip

  • assess whether an activity is appropriate for you

  • manage participant safety

  • prepare trip and emergency information for guides

  • provide equipment and transport

  • respond to emergencies

  • process payments and refunds

  • manage incidents, complaints or insurance matters

  • comply with legal, regulatory, permit or insurance requirements

  • improve our trips, services and website

  • maintain business and safety records

  • send marketing communications where you have agreed to receive them.

We will not sell your personal information.

5. Booking and payment providers

We use third-party providers to assist with bookings, participant information, waivers, payments, website hosting, communications and business administration.

These providers may receive personal information where necessary to provide their services to us.

Payment information is generally processed by our payment provider. Coffs Canyons does not ordinarily need to store your complete credit or debit card details.

Third-party providers have their own privacy and security practices and may process or store information outside Australia.

6. Disclosure of information

We may disclose personal information where reasonably necessary to:

  • our guides, staff and contractors

  • booking and participant-management providers

  • payment processors

  • website, email, cloud-storage and IT providers

  • insurers, insurance brokers and professional advisers

  • emergency services, rescue agencies and healthcare providers

  • government agencies, land managers or regulatory authorities where required or reasonably necessary

  • law enforcement or other authorities where required or authorised by law.

We only disclose information for purposes connected with operating our business, providing your trip, managing safety or meeting our legal obligations.

7. Overseas processing

Some of the technology and service providers we use may store or process information using servers located outside Australia.

The location of those systems may change from time to time.

Where reasonably practicable, we take steps to use reputable service providers and protect personal information entrusted to them.

You can contact us if you would like further information about the providers we currently use.

8. Photographs and video

Photos and video may be taken during Coffs Canyons trips.

We will respect the photography and marketing consent choices provided by participants.

Where consent has been given, photographs or video may be used for purposes including:

  • our website

  • social media

  • advertising

  • brochures and promotional material

  • other Coffs Canyons marketing.

You may withdraw consent for future use by contacting us. This may not always allow us to remove material that has already been published or distributed.

9. Marketing communications

If you choose to receive marketing from us, we may occasionally send information about trips, offers or Coffs Canyons news.

You can unsubscribe at any time using the unsubscribe option provided or by contacting us.

Service-related communications about an existing booking are not marketing communications and may still be sent where necessary.

10. Cookies and website analytics

Our website may use cookies and similar technologies to:

  • operate website functions

  • understand website traffic and visitor behaviour

  • improve website performance

  • measure marketing effectiveness.

Your browser may allow you to restrict or disable cookies, although some website functions may not operate correctly as a result.

11. Security

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

No method of electronic transmission or storage is completely secure, and we cannot guarantee absolute security.

12. How long we keep information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected and to meet operational, safety, insurance, accounting and legal requirements.

Some information relating to incidents, participant declarations or safety matters may need to be retained for longer periods.

When information is no longer reasonably required, we will take reasonable steps to delete, destroy or de-identify it where appropriate.

13. Children and young people

Where a participant is under 18, we may require information and consent from a parent or legal guardian.

Parents and guardians should ensure that information provided about a child is accurate and complete, particularly information relevant to their health and safety.

14. Access and correction

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

We may need to verify your identity before providing access.

There may be circumstances where we are legally permitted or required not to provide access. If this occurs, we will explain the reason where appropriate.

15. Privacy concerns and complaints

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

We will endeavour to respond to privacy concerns within a reasonable period.

Where applicable, you may also have the right to make a complaint to the Office of the Australian Information Commissioner.

16. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes to our business, technology or legal requirements.

The current version will be published on our website with the date it was last updated.

17. Contact

Questions about our privacy policy can be sent to:

Coffs Canyons Pty Ltd
Trading as Coffs Canyons
Email: info@coffscanyons.com.au