1. About This Privacy Policy

Effective date: 6 September 2026

Cat Cafe Melbourne respects your privacy and is committed to handling personal information responsibly and transparently.

This Privacy Policy explains how Cat Cafe Melbourne (“we”, “us” or “our”) collects, holds, uses and discloses personal information when you visit our website, make a booking or purchase, contact us, attend our premises or otherwise interact with us.

We aim to handle personal information consistently with the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply to us.

2. Personal Information We Collect

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

• Your name, email address and telephone number.
• Your billing, residential or postal address.
• Your account username and related account information.
• Booking information, including booking and order numbers, session dates and times, ticket selections and number of guests.
• Purchase, donation, sponsorship, gift voucher and transaction information.
• Payment status and limited payment identifiers supplied by our payment processor.
• Gift voucher recipient names and email addresses.
• Enquiries, emails, messages, feedback, complaints and customer-service records.
• Information relating to rescheduling requests, refunds, chargebacks or disputed transactions.
• Records concerning safety incidents, venue-rule breaches or other interactions where reasonably necessary.
• Age information, verbal age confirmations, prior written approvals and related waivers where relevant to our venue’s age requirements.
• Marketing preferences and records of consent.
• Technical information such as your IP address, browser type, device type, operating system, referring website and pages viewed.
• Information collected through cookies and similar technologies.

We do not normally collect sensitive information. If you voluntarily provide health, accessibility or other sensitive information, we will only collect and use it where reasonably necessary, with your consent or where otherwise permitted by law.

3. Billing and Address Information

When you make an online booking, purchase, donation or other transaction, we may request your billing, residential or postal address.

We may use your address to:

• Process and verify payments.
• Help prevent fraud and unauthorised transactions.
• Issue receipts, invoices and transaction records.
• Administer your booking, order, donation or gift voucher.
• Respond to payment disputes and chargebacks.
• Meet taxation, accounting and other legal obligations.

4. How We Collect Personal Information

We may collect personal information:

• Directly from you when you make a booking, purchase, donation or create an account through our website.
• When you submit an enquiry form, email us or communicate with our staff.
• When you attend Cat Cafe Melbourne or complete an in-person transaction.
• From someone making a group booking or purchasing a gift voucher for you.
• Automatically through cookies, website logs and similar technologies.
• From payment processors, booking systems and other providers involved in completing your transaction.
• Through verbal information supplied by a customer, parent or guardian.
• Through reasonable staff observations relating to the application of our entry, age, safety and venue requirements.
• Where authorised or required by law.

If you provide us with personal information about another person, such as a gift voucher recipient or another participant in your booking, you should have their permission to provide that information.

You may browse general areas of our website without identifying yourself. However, we may be unable to provide a booking, purchase, gift voucher or other requested service if the necessary information is not supplied.

5. Why We Use Personal Information

We may collect, hold and use personal information to:

• Provide and administer bookings, products, gift vouchers, donations and services.
• Confirm bookings and send receipts, reminders and service communications.
• Process payments, refunds and transaction adjustments.
• Respond to enquiries and customer-service requests.
• Manage booking changes and apply our booking policies.
• Administer our age, entry, supervision and prior-approval requirements.
• Maintain customer accounts and transaction histories.
• Prevent fraud, misuse and unauthorised access.
• Protect the health, safety and welfare of our visitors, staff and resident cats.
• Document and respond to incidents, complaints and breaches of venue rules.
• Maintain, secure and improve our website and services.
• Conduct internal administration, reporting and business analysis.
• Meet taxation, accounting, insurance and legal requirements.
• Send marketing communications where you have consented or where otherwise permitted by law.
• Establish, exercise or defend legal claims.

We may also use aggregated or de-identified information for reporting, planning and service improvement where that information no longer identifies an individual.

6. Payment Information

Online payments are processed by the third-party payment provider displayed during checkout.

Your card information is entered into the payment provider’s secure payment system. Cat Cafe Melbourne generally does not receive or store your complete card number or card security code.

We may receive limited transaction details needed to confirm and administer your payment, such as the payment method, transaction reference, payment status or last four digits of a payment card.

Payment providers handle personal information under their own privacy policies and security practices.

7. Cookies and Website Information

Our website may use cookies and similar technologies to:

• Keep the website, booking system and checkout functioning.
• Remember account, cart or booking selections.
• Maintain website security.
• Understand website traffic and performance.
• Identify and resolve technical problems.
• Measure the effectiveness of website content or advertising.

You can usually control cookies through your browser settings. Blocking essential cookies may prevent parts of our booking, account or checkout system from operating correctly.

8. Direct Marketing

We may send you news, offers or updates where you have consented or where direct marketing is otherwise permitted by law.

You may unsubscribe at any time by using the unsubscribe option in the communication or by emailing info@catcafemelbourne.com .

Unsubscribing from marketing will not prevent us from sending essential booking, order, payment, safety or customer-service communications.

9. Disclosure of Personal Information

We may disclose personal information to:

• Website hosting, ecommerce and booking-system providers.
• Payment processors, banks and fraud-prevention providers.
• Email, communications, analytics and technology providers.
• Contractors who help us operate our website or provide our services.
• Accountants, insurers, lawyers and other professional advisers.
• Government authorities, regulators, courts or law-enforcement agencies where authorised or required by law.
• A purchaser or adviser involved in a proposed sale, restructure or transfer of our business, subject to appropriate confidentiality arrangements.
• Other parties with your consent.

We do not sell or rent customer personal information.

10. Overseas Service Providers

Some technology, payment, communications or cloud-service providers may process or store information outside Australia, including in the United States and other countries in which those providers or their subcontractors operate.

The particular locations may change as providers update their infrastructure. Where required, we take reasonable steps to ensure overseas disclosures are handled consistently with applicable Australian privacy requirements.

11. Security and Storage

Personal information may be stored electronically in our website, booking, order, email and business systems and, in limited circumstances, in physical records.

We take reasonable technical, administrative and physical measures to protect personal information against loss, misuse, interference, unauthorised access, modification and disclosure.

These measures may include access controls, staff access restrictions, security updates, backups and the use of reputable service providers.

12. Retention and Deletion

We retain personal information for as long as reasonably necessary to:

• Provide our services and manage our relationship with you.
• Maintain booking, payment and customer-service records.
• Resolve disputes or complaints.
• Prevent fraud or misuse.
• Meet taxation, accounting, insurance and other legal requirements.

Different records may have different legally required retention periods. When personal information is no longer reasonably required, we will take reasonable steps to delete it or permanently de-identify it, subject to legal and technical limitations.

Limited copies may remain temporarily in secure backup systems.

13. Accessing or Correcting Your Information

You may ask to access the personal information we hold about you or request that inaccurate, incomplete or outdated information be corrected.

Please email info@catcafemelbourne.com and include enough information for us to identify you and the relevant records.

We may request reasonable proof of identity before releasing or changing personal information.

We will respond within a reasonable period. In some circumstances, access may be limited or refused where permitted by law. If this occurs, we will explain the reason where legally required.

14. Privacy Complaints

If you believe we have mishandled your personal information, please email us with:

• Your name and contact information.
• A description of your privacy concern.
• Relevant dates, booking numbers or order numbers.
• The outcome you are seeking.

We will acknowledge and investigate your complaint and aim to respond within a reasonable period, usually within 30 days.

If you are not satisfied with our response and the Privacy Act 1988 applies, you may be able to lodge a complaint with the Office of the Australian Information Commissioner.

Website: www.oaic.gov.au
Telephone: 1300 363 992

15. Children’s Information and Age Confirmation

Any booking involving a child must comply with our current age requirements and Booking Terms & Conditions.

We do not routinely collect children’s dates of birth or request, copy or retain proof-of-age documents.

Where reasonably necessary to administer our age requirements, our staff may ask a parent or guardian to verbally confirm a child’s age. Staff may also make reasonable observations where there is a genuine concern that a child may not meet the published age requirement.

An observation will not be treated as conclusive proof of age. If a concern cannot be resolved, we may ask the parent or guardian to sign a declaration confirming that the child meets the applicable age requirement.

Where prior approval for a younger child is requested, we may collect and retain relevant correspondence, information supplied by the parent or guardian, the approval decision and any required signed waiver.

If an entry dispute or related incident occurs, we may retain a brief factual record linked to the relevant booking. We will only record information reasonably necessary to document the confirmation, decision or incident.

Personal information about a child should be provided by the child’s parent, guardian or another person authorised to provide it.

16. External Websites

Our website may contain links to third-party websites. We are not responsible for the privacy practices or content of external websites.

You should review the privacy policy of any third-party website you visit.

17. Changes to This Policy

We may update this Privacy Policy when our services, technology providers, information-handling practices or legal obligations change.

The current version will be published on our website with its effective date.

18. Microsoft Clarity

We use Microsoft Clarity to understand how visitors use and interact with our website. Clarity provides behavioural analytics, heatmaps and session recordings that help us identify usability issues and improve our website and booking experience.

Microsoft Clarity may collect information about website interactions, including pages viewed, clicks, scrolling, device and browser information, approximate location and general usage patterns. This information may be collected using cookies and similar technologies. Sensitive information and information entered into forms are masked in accordance with our Clarity privacy settings.

Information collected through Microsoft Clarity is processed by Microsoft in accordance with the Microsoft Privacy Statement.

You can restrict or disable cookies through your browser settings. Disabling cookies may affect some website features.

19. Contact Us

For privacy questions, access or correction requests, or complaints, please contact:

Cat Cafe Melbourne
512 Swanston Street
Carlton VIC 3053
Australia

Email: info@catcafemelbourne.com

Website: www.catcafemelbourne.com