Who we are and what this policy covers
Claimradar operates the hotel, penthouse suites and the Emerald Room private salon at 511 Church Street, Richmond VIC 3121, Australia. This policy explains how we handle personal information when you book a room, apply for salon membership, subscribe to our newsletter, submit an enquiry or simply browse our website.
We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Where you are located in the European Economic Area, the United Kingdom or another jurisdiction with its own data protection law, we also apply the relevant standards described in this document. If you have questions after reading it, our privacy contact is reachable by email at claimradar@gmail.com.
What information we collect
We only collect what we genuinely need to run the property, meet our legal obligations and keep our guests safe. Depending on how you interact with us, this can include the following categories.
- Identity and contact details, such as your name, email address, phone number and postal address.
- Booking and stay information, including arrival and departure dates, room preferences, dietary requirements and any service requests you give us.
- Payment information, handled by our payment processor and never stored in full on our own systems.
- Salon membership records, including proof of age verification, self-exclusion register checks and any voluntary spend limits you set with us.
- Website data such as IP address, browser type, pages viewed and the device you used, collected through cookies and similar technologies.
- Correspondence you send us by email, contact form or in person, including feedback and complaints.
Why we collect it and how we use it
We use your information to confirm and manage bookings, prepare your suite before arrival, deliver salon services, process payments, answer enquiries and provide the level of service you are paying for. We also use it to meet legal requirements, including responsible service of alcohol obligations, anti-money-laundering checks where they apply to salon activity, and record-keeping required under Victorian and Commonwealth law.
With your consent, we may send occasional updates about the property, seasonal packages or salon events. You can withdraw that consent at any time by replying to any message or by contacting us directly, and we will stop within a reasonable period. We do not sell personal information, and we do not pass it to third parties for their own marketing purposes.
Disclosure to third parties
We share information only where it is necessary and proportionate. This typically means our payment processor, our booking and property management software providers, chauffeur and transfer partners, and professional advisers such as accountants and lawyers. Each of these parties is bound by contractual confidentiality and only acts on our instructions.
We may also disclose information where the law requires it, for example in response to a valid request from Victoria Police, a court order, a regulator such as the Victorian Commission for Gambling and Liquor Regulation, or where disclosure is necessary to protect someone's health and safety. Where information is transferred outside Australia, we take reasonable steps to ensure it receives comparable protection.
How long we keep your information
Booking and stay records are typically retained for seven years to satisfy tax and accounting requirements. Salon membership records are held for the duration of your membership and for a further period afterwards where a regulator requires it. Website analytics data is kept in a form that does not identify you, usually for no more than twenty-six months.
When information is no longer needed, we delete it or de-identify it in a way that cannot reasonably be reversed. If you would like to know how long a specific record about you is being held, you are welcome to ask.
Your rights and how to exercise them
You can request access to the personal information we hold about you, ask us to correct anything that is inaccurate, ask us to delete information we no longer have a lawful reason to keep, or object to certain types of processing. You can also ask for a copy of your information in a portable format.
To make a request, email claimradar@gmail.com with enough detail for us to identify you and understand what you are asking for. We will respond within thirty days, and there is no charge for a reasonable request. If you are unhappy with how we have handled your information, you can complain to us first and, if we cannot resolve it, to the Office of the Australian Information Commissioner. Visitors from the EEA and the UK may also complain to their local supervisory authority.
Responsible gaming and age restrictions
The Emerald Room is strictly for guests aged eighteen and over. We verify age at the door and we cooperate fully with the state self-exclusion register. Claimradar is committed to responsible gaming and to preventing harm. If you feel that your play is no longer under your control, please speak to a member of our team or contact the Gambling Help Online service, which operates twenty-four hours a day. This commitment is a core part of how we handle personal information in the salon, including the records we keep on limits and cool-off periods.