Privacy Policy

This policy explains how we handle personal information when you use this website or book with us.

1. About this policy

Casoluna is a trading name of Avdea Group Pty Ltd (ABN 43 698 438 783), based in Melbourne, Australia. In this policy, “we”, “us” and “our” mean that company.

This policy covers the personal information we collect through this website, our booking page and our messages with you.

If you book through another platform, that platform’s privacy policy applies to the information you give it. We receive what it passes to us: your name, the contact details it shares, the dates of your stay, the number of guests and your messages.

This policy describes what we do with that information today.

2. What we collect and why

We collect the following information.

• Your name and contact details, which you give in our booking system when you book, or when you write to us by message or through the contact form.
• The names of the other guests on your booking, which you give us when you book.
• The details of your booking: the apartment, your dates and the number of guests.
• Confirmation that you have paid. We do not hold card numbers; our payment provider holds them.
• The result of your identity verification, described in section 3.
• The messages you send us, including through the contact form.
• Technical information from the website, such as your IP address, which our web host uses to deliver pages and block attacks.

We use this information to manage your booking, verify your identity, write to you about your stay, keep the records a business must keep for tax and for the Victorian short stay levy, and understand how this website is used.

We do not sell or trade personal information, and we do not add you to a mailing list.

3. Identity verification

Before arrival, the booking holder completes identity verification through our provider, Authenticate, with photo ID: a passport or driver’s licence. You complete the check on Authenticate’s own page; no document or image is uploaded to this website.

The information you give is handled under Authenticate’s terms of use and privacy policy, linked below, which may change from time to time and which we do not control.

Casoluna does not store your identity document. We receive the result of the check and keep it with your booking, and we can view the result and the document on Authenticate’s platform.

If you send identity documents to us directly, we delete them from our email after your stay; a copy may remain in a booking platform’s messages, under that platform’s policy.

To request what Authenticate holds, or to request its deletion, write to us at hello@casoluna.com and we will pass your request to Authenticate’s Data Protection Officer.

Authenticate’s privacy policy · Authenticate’s terms of use

4. Cookies

This website uses cookies and similar technologies. Essential cookies operate the website and remember your cookie settings; they are always on. Our web host also counts page views without cookies and without identifying you.

Analytics is provided by Google Analytics and Microsoft Clarity, which we use to understand how the website is used, each under its own privacy policy. Analytics is on by default; you may opt out at any time in Cookie Settings. For visitors in the European Economic Area and the United Kingdom, analytics loads only with your consent. When it loads, Google and Microsoft receive technical details of your visit, such as the pages you read, your device and browser and your approximate location, and set their own cookies. Google Analytics keeps this for 14 months. Neither identifies you by name.

The map is provided by Google and loads only when you switch it on in Cookie Settings; when it loads, Google receives your IP address and may set its own cookies. Availability is read from our booking system when a page with a calendar opens; this sets no cookies.

Our booking system, at book.casoluna.com, sets its own cookies when you use it.

We use no advertising cookies.

You can change your settings at any time in Cookie Settings, at the foot of every page.

Cookie Settings

5. Sharing your information

We pass personal information only to the services and parties your stay needs, and to authorities where the law requires it, and only as much as each needs to do its part. They are listed below.

• Our booking and payment systems, which operate our booking page, supply the availability shown on our calendars and process card payments for direct bookings.
• Our identity verification provider, described in section 3.
• Cleaning and maintenance contractors, where they need details to prepare the apartment or to fix something during your stay.
• Key-collection providers and our messaging services, which receive the booking holder’s name and mobile number so the keys can be collected.
• The service providers that host this website and deliver contact-form messages to us, which process technical details such as your IP address to deliver pages and block attacks.
• Our analytics providers, Google (Google Analytics) and Microsoft (Microsoft Clarity), which receive technical details of your visit — the pages you read, your device and browser, your approximate location and how you move through a page — unless you switch analytics off in Cookie Settings; for visitors in the European Economic Area and the United Kingdom, only once you switch it on.
• Google, which provides the map when you switch it on.
• Government authorities, where the law requires it.

6. Overseas disclosure

Some of the services we use store or process personal information outside Australia, including in the United States and the European Union.

Each handles it under its own privacy policy. We do not control the laws of other countries.

7. Retention

Booking and payment records are kept in our booking system and our accounts for at least as long as the law requires a business to keep them for tax and for the Victorian short stay levy.

The result of your identity check is kept with your booking record for 5 years, then deleted. Identity verification, and what happens to a document sent to us directly, is covered in section 3.

Messages stay in the inbox or booking platform where they arrived.

Other records of a stay are kept for 5 years after it ends, in case a matter needs to be resolved, then deleted.

8. Access and correction

You can ask what personal information we hold about you, ask us to correct it, or request deletion, by writing to hello@casoluna.com.

We reply by email.

We delete what is within our control, such as messages and records in our own systems. Where a provider holds the information, we pass your request to that provider.

Booking and payment records must be kept by law and cannot be deleted on request.

9. Security

This website uses an encrypted connection.

Booking and guest records are held in our booking system and our email, behind a login, and are used only by the Casoluna team and the services listed in section 5.

No transmission over the internet is completely secure.

10. Data breaches

If you believe personal information we hold has been lost, or seen by someone who should not have seen it, please let us know at hello@casoluna.com.

11. Complaints

If you are unhappy with how we have handled your information, please write to us first, at hello@casoluna.com. We acknowledge every complaint promptly and respond in writing.

If our reply does not resolve the matter, you can contact the Office of the Australian Information Commissioner (OAIC), the national privacy regulator.

OAIC website: oaic.gov.au. Postal address: GPO Box 5288, Sydney NSW 2001.

12. Contact and changes

Questions about this policy can be sent to hello@casoluna.com or through the contact form.

When this policy changes, we update the date at the top of this page.