Legal
Privacy Policy
We ask for details about your family so we can carry you safely, including the age of each child so we fit the right car seat. This page explains exactly what we collect, why, and what we do with it.
Last updated: 10 September 2026
About this policy
This policy explains how Family Lane Transfers (ABN 24 695 326 386) handles the personal information you give us when you plan a journey, contact us, or travel with us.
We handle your information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth). A long-standing exemption has meant businesses turning over $3 million or less were not always required to. That exemption is being wound back, and we chose to follow the principles before we had to, because you are trusting us with details about your family and your children.
What we collect
When you plan a journey with us we collect:
- Your name, mobile number, email address and, if you give it, your WhatsApp number.
- Your trip: pickup and drop-off locations, dates and times, and whether it is one way or return.
- Flight number, airline, terminal and arrival time, when we are meeting you at the airport.
- How many adults and children are travelling, and the age of each child.
- The child seats you need, your luggage, and any prams.
- Anything you tell us in the special requirements box, which may include accessibility or medical needs.
Some of this can be sensitive information. If you tell us about a disability, a medical condition or an accessibility requirement so we can prepare the right vehicle, we use it only for that purpose.
Children's information
We ask for the age of each child travelling. We do this for one reason: NSW law sets the type of restraint a child must use based on their age, and we need to fit the correct seats before we collect you.
We ask for an age bracket only. We do not ask for a child's name, date of birth, photograph, school or any other detail about them, and you should not send us those.
Children's information is used only to prepare your vehicle and seats. We never use it for marketing, and we never sell or trade it.
We expect an adult to make the booking. If you are under 18 and want to travel with us, please ask a parent or guardian to book on your behalf.
How we collect it
We collect information directly from you, through the Quick Quote form on this website, by email, by phone, or by WhatsApp if you contact us there. We do not buy personal information from anyone else.
Why we collect it
We use your information to:
- Work out the right vehicle and child seats for your family, and quote you a price.
- Arrange and carry out your journey, including giving your driver the details they need.
- Track your flight so we are there when you land.
- Contact you about your booking.
- Keep records we are required to keep, and deal with any complaint, insurance or safety matter.
We do not send marketing emails from information collected through the booking form.
Sending information overseas
Our email provider is Resend, operated by Plus Five Five, Inc., based in San Francisco, United States. Resend states that its primary processing operations take place in the United States, so your name, email address and the contents of your enquiry are processed there when we send your confirmation and our enquiry notification.
Our website hosting provider may also store or process data outside Australia. If you would like the current details, contact us using the details below.
Cloudflare, which provides Cloudflare Turnstile, is based in the United States and processes the technical information described under "Cookies and tracking" on its global network.
How we protect it
This website is served over an encrypted connection, and enquiries are transmitted to us over encrypted channels. We limit access to your details to the people who need them to arrange your journey.
No system is completely secure. If a data breach happens that is likely to cause you serious harm, we will tell you and take steps to limit the damage.
How long we keep it
We keep booking records for 5 years, which reflects the Australian Taxation Office requirement to keep most business records for at least 5 years, and allows us to deal with any insurance or safety matter that arises later. After that we delete them or remove anything that identifies you.
If you enquire and do not go ahead with a booking, you can ask us to delete your enquiry at any time.
Accessing and correcting your information
You can ask us for a copy of the personal information we hold about you, and ask us to correct anything that is wrong or out of date. Contact us using the details at the end of this page.
We will respond within a reasonable time, usually within 30 days. We do not charge for making a request. If we cannot give you access or make a correction, we will tell you why in writing.
Complaints
If you think we have mishandled your personal information, contact us first using the details at the end of this page. We will acknowledge your complaint and aim to resolve it within 30 days.
If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.
Changes to this policy
We may update this policy from time to time. The current version is always on this page, with the date it was last updated shown at the top.
Contact us
For anything about this policy, or about the personal information we hold about you, please get in touch with Family Lane Transfers.
Call us on (02) 7264 0004. We also take messages on WhatsApp at 0434 045 205. Email Bookings@Familylanetransfers.com.au.
Questions about this page? You can call (02) 7264 0004, message us on WhatsApp or email Bookings@Familylanetransfers.com.au.