Privacy policy

Who we are

Mandarin Route Pty Ltd (ABN 25 703 388 952), Melbourne, Victoria. Contact: hello@mandarinroute.com.

What we collect

• Enquiry details: name, email, phone, travel dates, who is travelling and what you tell us about the trip.
• Booking details: passport name, number, nationality, date of birth and expiry for each traveller, because Chinese hotels, rail and many attractions require real-name registration; dietary, medical and mobility needs you choose to share; your travel insurance policy name.
• Payment: processed by our payment provider; we do not store full card numbers.
• Website: standard server logs and privacy-respecting analytics without cookies that identify you.

How we use it

To answer enquiries, prepare quotes, make and manage bookings, support you during travel, issue invoices, and meet our legal obligations. We do not sell personal information and we do not use it for marketing unless you ask to receive updates.

Who we share it with

Only the parties needed to deliver your trip: our operations team in China, the licensed guides and drivers assigned to you, hotels, rail and attraction booking systems, and our payment and email providers. Passport details sent to China are shared only to the extent required for a specific booking. Some of these recipients are outside Australia, mainly in China; by booking you consent to that transfer for the purpose of your trip.

Storage and security

Enquiry and booking records are stored in systems hosted in Australia or the United States with access limited to staff who need them. Passport copies are deleted 90 days after your trip ends unless you ask us to keep them for a future booking.

Access and correction

Email hello@mandarinroute.com to see, correct or delete the information we hold about you. We respond within 30 days.

Complaints

Write to hello@mandarinroute.com. If you are not satisfied with our response you can contact the Office of the Australian Information Commissioner at oaic.gov.au.