DATA PROTECTION AND SECURITY INCLUDING CREDIT CARDS
We are pleased to have a clear process for data security including the secure storage of personal information, identity information and credit card information.
Your registration or contract of stay was created using a
secure Jotform app which is integrated into Zoho for storage. This is stored as
a PDF document on Zoho using the Amazon Web Service or AWS, one of the biggest secured
data vaults in the world.
Your credit card information is held using two methods:
- As an encrypted file within Cloudbeds, our property management software. The card number is locked with only 4 digits being readable and is held securely in line with PCI requirements. Cloudbeds is hosted on the Amazon Web Service or AWS, one of the biggest secured data vaults in the world. This is the version used for your security authorisation
- As an image file within Cloudbeds, our property management
software. Cloudbeds is hosted on the Amazon Web Service or AWS, one of the
biggest secured data vaults in the world. This is the version used for in the
unlikely event of credit card fraud using ‘credit card chargeback’ as it
clearly shows the card was present at time of arrival. This file cannot be computer read and, therefore meets the requirements of PCI for data storage
Your photo ID:
Your photo ID is held as an image file within Cloudbeds, our
property management software. Cloudbeds is hosted on the Amazon Web Service or
AWS, one of the biggest secured data vaults in the world.
How long is data held for?
Different data is held for different periods, in line with
Why is data held for this length of time?
Changes to rules governing credit card chargebacks, another
words, the denial of a credit card charge have created a huge amount of fraud
for the accommodation industry. These changes now place the emphasis onto us as
a business to prove we had the right to charge a card in the first place, and
creates a ridiculous process around arguing such cases.
Credit card fraud cost our business over $100,000 in 2018
and, significant action was required to ensure we were sustainable. Our ability to respond to card fraud, including malicious
claims and chargebacks was essential to our long-term strategy.
Customer signed contract of stay
This is the document you completed online; this is held for up
to 7 years. This is pretty standard in our industry and meets requirements of
the Australian Taxation Office
This is held for 120 days and will be supplied if needed to
state and territory government agencies. It will also be supplied to our credit
card processor in the unlikely event a chargeback request is received
Your credit card information
The encrypted file is automatically deleted after 14 days,
the file is locked and can no longer be accessed
The image file is held securely for 120 days, this allows
for your rights to request a credit card chargeback within 90 days and, the 30-day
reporting period after this date where we may need to provide this information
to the credit card processor.
Video footage including our welcome lounges and check-in
pods is held for up to 90 days unless, specifically held due to an
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