Privacy policy

Your privacy matters to us. We collect the information needed to manage your booking, look after your stay and keep Sundowner running smoothly.

This policy explains how we collect, use, store and share personal information when you visit our website, make a booking, stay with us or contact our team.

1. Who We Are

Sundowner Surf Lodge is an accommodation business based in Yamba, New South Wales, Australia.

Business operator: SUNDOWNER SURF LODGE
ABN: 94 144 779 279
Address: 12 High Street, Yamba NSW 2464
Email: stayeasy@sundownersurflodge.com

2. Information We Collect

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

  • Your name, email address, telephone number and contact details.

  • Booking details, dates, guest numbers and accommodation preferences.

  • Payment and transaction information.

  • Information you provide about special requests or accessibility requirements.

  • Messages, enquiries, feedback and communications with our team.

  • Website usage information, cookies and device information.

  • Security camera footage from designated external and shared areas.

  • Information about incidents, damage or breaches of our property policies where relevant.

We generally do not store complete payment card details ourselves when payments are processed through secure third-party payment providers.

3. How We Use Your Information

We use personal information to:

  • Process and manage accommodation bookings.

  • Confirm reservations and provide arrival instructions.

  • Communicate before, during and after your stay.

  • Process payments, refunds and authorised charges.

  • Provide guest services and respond to enquiries.

  • Maintain safety, security and property operations.

  • Investigate incidents or resolve complaints.

  • Meet accounting, taxation and other legal obligations.

  • Improve our website, services and guest experience.

  • Send promotional communications where you have consented or where otherwise permitted by law.

You can unsubscribe from promotional emails at any time.

4. Booking & Payment Providers

We use third-party platforms and service providers to operate our business, which may include accommodation management systems, booking channels, payment processors, email services and website hosting providers.

These providers may process information on our behalf or in accordance with their own privacy policies.

We take reasonable steps to work with reputable providers and protect guest information.

5. Website Cookies & Analytics

Our website may use cookies and similar technologies to support website functionality, remember preferences, measure traffic and understand how visitors use the site.

Where applicable, third-party advertising and analytics providers may collect information through these technologies.

You can manage cookies through your browser settings and any consent tools available on our website.

6. Security Cameras

Security cameras operate in designated exterior and shared areas of the property to assist with safety, security and incident management.

These may include entrances, access points, outdoor communal areas and other clearly designated locations.

Cameras are not installed inside private guest suites, bathrooms or private changing areas.

Security footage may be reviewed where reasonably necessary to investigate safety concerns, property damage, unauthorised access or breaches of house rules.

Recordings are accessible only to authorised persons and relevant service providers, and may be disclosed to police or other authorities where required or permitted by law.

Footage is stored securely and retained only for as long as reasonably necessary for operational, security or legal purposes.

Any audio monitoring or recording, if used, is subject to applicable surveillance laws and appropriate disclosure.

7. Sharing Your Information

We may share necessary personal information with:

  • Booking and accommodation management providers.

  • Secure payment processors.

  • Service providers assisting with guest communications and property operations.

  • IT, website and security service providers.

  • Professional advisers where reasonably necessary.

  • Government, regulatory or law enforcement agencies where required or permitted by law.

We do not sell personal information to third-party advertisers.

8. Overseas Processing

Some of the service providers we use may store or process information outside Australia.

Where overseas processing occurs, we take reasonable steps to protect personal information and comply with applicable privacy obligations.

9. Storage & Security

We take reasonable technical and organisational measures to protect personal information against misuse, loss, unauthorised access, modification or disclosure.

Information is retained for as long as reasonably required for bookings, operational purposes, accounting obligations, dispute resolution and applicable legal requirements.

When information is no longer needed, we take reasonable steps to securely delete or de-identify it.

10. Access & Correction

You may contact us to request access to personal information we hold about you or to request a correction.

We will consider and respond to requests in accordance with applicable privacy laws.

11. Privacy Complaints

If you have concerns about how your personal information has been handled, please contact us using the details below.

We will investigate your concern and respond within a reasonable period.

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

12. Changes to This Policy

We may update this policy from time to time to reflect changes to our operations, services or legal obligations.

The most recent version will be available on our website.

13. Contact

For privacy enquiries or requests:

Sundowner Surf Lodge
12 High Street, Yamba NSW 2464
stayeasy@sundownersurflodge.com

Last updated: 4 November 2026