Privacy Policy

Last updated: October 2021

  1. SCOPE
    This Privacy Policy explains how we handle and protect your personal information. It also explains how you may request to access and correct your personal information, how to make a privacy complaint and how we will handle complaints. We recommend that you review this policy regularly as we may amend it from time to time to meet our legal obligations, reflect our current practices and ensure we are transparent about our information management.
    SL Tours operate from Australia and this policy provides information in accordance with our obligations under the Privacy Act.
    In this policy, SL Tours (we, us) means Lukis Holdings Pty Limited t/a SL Tours (ABN 62 118 219 533).
    By providing personal information to SL Tours, either directly or allowing another person to do so on your behalf, you acknowledge that this Policy will apply to how we handle your personal information.
    If you do not wish your personal information to be handled in accordance with this Policy, we recommend that you do not provide your personal information to us. If you do not provide us with all the personal information we request, or if you do not provide any consent we require to be authorised to collect and handle certain personal information, this may affect our ability to provide services to you or respond to your inquiry, request or complaint.
    The personal information we may collect about you includes your name, mailing address, telephone number, email address, credit and debit card details, details of your passport, flights, hotel and car bookings, other travel details and any special needs you may need or request.
    We may from time to time monitor and review any information transmitted or received through our website or e-mail communications. During monitoring, the information may be examined, recorded or copied.
    When you access our website, use any of our mobile applications or open an electronic communication from SL Tours, our servers may record data regarding your device and the network you are using to connect with us, including your IP address. An IP address is a series of numbers which identify your computer and which are generally assigned when you access the internet. Alone, IP addresses are not personal information, but we may link IP addresses to other personal information we hold about you and use it for the purpose of fraud prevention and protection.
    In some circumstances SL Tours may need to collect personal information that is sensitive information. SL Tours will normally only collect your sensitive information with your consent and where it is required for your travel or other arrangements or in the event of an accident.
    We collect your personal information directly from you in the course of providing a product or service or when you otherwise deal with us. For example, your personal information will be collected when you deal with us over the telephone, send us a letter, email or text message, visit our website, use our mobile applications, complete an online registration form, provide information to complete a booking, subscribe to a service provided by us or register as a member or participate in a survey, competition or promotion.
    We may also collect your personal information from others who make a booking on your behalf and they should be authorised to provide us with your information.
    We collect your personal information for the following purposes in relation to providing you with our travel services and advice and to assist you with booking travel and travel related products and services:
    a. Complete your travel bookings;
    b. Provide you with travel products, services and advice;
    c. Consider your request for a product or service;
    d. Provide you with information about other products and services that may be of interest to you, including information about other business’ products and services.
    e. Assist in arrangements and reservations with suppliers (including but not limited to airlines, hotels, tour operators, car hire operators and insurance providers) in relation to the provision of a product or service;
    f. Collect and process payments though us or a third party;
    g. Perform administrative and operational tasks (including operational reporting, risk management, systems development and testing, staff training and market or customer satisfaction research);
    h. Facilitate your participation in loyalty programs;
    i. For quality assurance and other purposes and so that we can censor, edit, remove or prohibit the transmission or receipt of any information communicated through our systems that we deem inappropriate or in violation of our terms and conditions;
    j. Register you as a member;
    k. Complete a travel profile about you;
    l. Enable you to participate in a survey, competition or promotion,
    m. Process a transaction through our website, over the phone, through a mobile application or a travel agent;
    n. Analyse how our products and services (including any websites) are used and understand the effectiveness of our communications;
    o. Personalise the service or communication we provide to you, tailor your experience on our website or other websites to your interests and make more appropriate travel recommendations;
    p. Investigate, detect and protect us and other third parties against negligence, breach of contract, fraud, theft and other illegal activities; and
    q. Respond to and manage inquiries, complaints, feedback and claims.
    We may disclose your personal information for the above purposes to:
    a. suppliers of products or services which you have selected (including but not limited to airlines, hotels, travel agents, tour operators, car hire operators and insurance providers);
    b. third party travel service providers who assist in fulfilling your booking;
    c. a person making your travel booking on your behalf;
    d. third party sponsors or co-sponsors of promotions on our website. Only information collected during a promotion will be disclosed to these parties;
    e. your employer, where you are an employee of one of our corporate, business or government clients and you are participating in an event or travelling for work purposes;
    f. government authorities and insurers in the event of an accident, disaster or emergency; and
    g. SL Tour’s contractors, suppliers and service providers, including:
    i. suppliers of IT based solutions that assist us in providing products and services to you, such as any external data hosting provider(s) we use;
    ii. publishers, printers and distributors of marketing material;
    iii. travel analytics and reporting;
    iv. event and expo organisers;
    v. marketing, market research, research and analysis and communications agencies;
    vi. mailing houses, freight services, courier services;
    vii. external business advisers (such as lawyers, accountants, and auditors); and
    viii. others where we are authorised or required by law or have your consent to do so.

Given the nature of our travel products and services, some of the third parties we may disclose your personal information to, to facilitate your travel booking and/or to enable the performance of administrative and technical services by them on our behalf, will be located overseas. These include our suppliers, travel service providers, call centre operators, website managers, cloud infrastructure and data centre providers.
Generally, we will only disclose your personal information to these overseas entities in connection with facilitation of your travel booking and/or to enable the performance of administrative and technical services by them on our behalf.
In the event that we or a part of our business undergo re-organisation or are sold or licensed to a third party, any personal information we hold about you may be transferred to that re-organised entity, licensee or third party.

    Your personal information may be stored in a combination of secure computer storage facilities, paper based facilities and other records.
    To protect your personal information, we take reasonable precautions and follow industry best practices to ensure it is not lost, misused, accessed, disclosed, altered or destroyed.

You may ask SL Tours for access to any personal information we hold about you, subject to some exceptions in the Privacy Act. You can also ask us to correct personal information SL Tours holds about you. You can contact our Privacy Officer (details below) to request access to or correction of the personal information we hold about you.

We will need to verify your identity before responding to your request. We may charge a reasonable fee for providing your personal information. If we refuse access to all of some of the personal information you request or to correct your information, we will write to you and explain why and how you can complain.

    Customer service is very important to us. As part of this service, we may use your personal information to identify a product or service that you may be interested in. We may with your consent where required by applicable law use the contact details you have provided to contact you from time to time whether by phone, email, SMS or post, to tell you about products or services and special offers that we believe may be of interest to you.
    You can opt-out of receiving direct marketing communications from us, including communications from us on behalf of our business partners at any time by contacting our Privacy Officer (details below).
    If you wish to complain about our handling of your personal information, please contact our Privacy Officer using the details below.
    We will investigate all complaints and respond to you as soon as practicable. We will need to verify your identity. If we find a complaint justified, we will do our best to resolve it. If required, we endeavour to change our policies and procedures to maintain our high standards of performance, service and customer care.
    If your complaint is not satisfactorily resolved, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC). For more information on privacy, you can contact the OAIC’s hotline service on 1300 363 992 or visit the OAIC’s website at
    If you have a privacy complaint or wish to correct, update or access the personal information that we hold about you, please contact our Privacy Officer using the following details:
    Sami Lukis, SL TOURS Privacy Officer
    Email :