VIVA Melbourne Privacy Policy
This Privacy Policy was last updated on 1st July 2025.
VIVA Melbourne (88 669 884 860) and each of its related entities shall be collectively referred to as “VIVA”, “we”, “us”, or “our”. Accessible at https://vivamelbourne.com.au(our “Site”), one of our main priorities is the privacy of our visitors. This Privacy Policy document contains types of information that is collected and recorded by VIVA and how we use it. Please read this Privacy Policy (“Policy”) carefully as it outlines how we collect, use, disclose and store your personal information.
If you have additional questions or require more information about our Privacy Policy, do not hesitate to contact us through email at info@vivamelbourne.com.au
VIVA from time-to-time gathers information from its customers (“Customers”) primarily for the provision of services, ongoing Customer support and the compiling of Customer databases to enable us to improve the nature of the products and services we provide.
By interacting with VIVA, you agree that we can use information about you in accordance with this policy.
Consent
By using our website, you hereby consent to our Privacy Policy and agree to its terms.
Our Privacy Policy applies to your Personal Information regardless of the way that we collected it. For example, information may be collected via one of our websites, when you visit our venue, or when you engage with our social media platforms.
You can choose not to provide us with your Personal Information. However, this might result in:
- Us not being able to provide you with our services, or being limited in how we do so
- Us not being able to properly investigate or resolve any enquiries or complaints you submit
Information We Collect
The Personal Information that you are asked to provide, and the reasons why you are asked to provide it, will be made clear to you at the point we ask you to provide your personal information.
If you contact us directly, we may receive additional information about you which may include (but is not limited to) full name, address, contact details, transactional/payment details (including credit card or direct debit account information), your image (if you are photographed or recorded on a surveillance camera at our venue), the contents of the message and/or attachments you may send us, product preferences, and any other information you may choose to provide.
We may receive Log Data information when you view content on or otherwise interact with our services. In some instances, we may receive this information automatically. Log Data includes information such as Personal Information from your interaction with us and its content, our services and advertising, including without limitation device identifiers, device type, geo-location information, statistics on page views, type of operating system, date and time of visit, cookie information, and standard web log data.
How we Collect Information
As a provider of a wide range of services, VIVA frequently finds that it is necessary to collect Personal Information during the course of its interactions with Customers.
By voluntarily submitting Personal Information to us, by any of the following means, you are evidencing your consent to us collecting, using, disclosing, and storing it in accordance with this Policy:
- Interactions over the phone, in writing, in person, or online (including via email, our apps, websites, social media, and in some instances cookies)
- Reservations and bookings for experiences
- Competition entry forms
- Online transactions
- Application forms
- Credit card details via credit card purchases on our payment platforms and gateways
- Information collected from third parties
We will endeavour to allow Customers to transact with us anonymously or by using a pseudonym where it is reasonable and practicable. For example, when you make a general enquiry about our products and services.
We may also collect Personal Information from third parties such as marketing companies, service providers, or organisations with whom we have an agreement to share information for marketing purposes.
Children’s Information
VIVA does not knowingly collect any Personal Identifiable Information from children under the age of 16. As we cannot distinguish the age of individuals engaging with our services, the Privacy Policy applies to all individuals. If you think that a person under 16 has provided Personal Information on our website, we strongly encourage you to contact us immediately at info@vivamelbourne.com.au and we will do our best efforts to promptly remove such information from our records.
How we use your information
We use the information we collect in various ways, including:
Administration and Business Operations:
- Providing our products and services, (and those of our business partners), communicating with you, and delivering customer support
- Developing and improving our products and services, content offerings, or business processes
- To verify Customer identity to investigate complaints and enquiries
- Employment-related purposes
Marketing, Analytics, and Advertising:
- Communicating with you to market products and services (including those from our business partners) we think you may be interested in. This may also include service-related emails (such as updates to Terms and Conditions or updates to our Privacy Policy)
- To administer competitions, prizes and rewards, surveys, other promotional activities, or events sponsored by or managed by us or our business partners
- Conducting competitions and promotions, including with selected partners
- Deriving insights about you to identify market segments, market products and services, or carry out market research
- Assessing the effectiveness of our marketing campaigns to optimise our marketing spend and personalise our products, services, and marketing messages
- Supplementing, matching, and analysing information about you with information from third-party sources (such as from Facebook or Google) to learn more about your preferences and interests and to create aggregated market segments
- We may de-identify information about you to use and share with our business partners. This may be combined with other demographic information or anonymous identifiers, to develop aggregated insights to improve our products, services, or offers
- Delivering targeted advertising or other content which might interest you via our Sites, including the use of third-party service providers such as ad-serving/targeting platforms\
We may also use Personal Information to meet audit requirements from both internal and external parties (which may include laws or authorities outside your country of residence):
- Under applicable law
- Responding to requests from regulatory agencies, law enforcement agencies, and other similar public and government authorities
- To protect our rights, privacy, or the safety of others
>We may share your information with our business partners and selected third parties for the purposes outlined below:
- Our business partners, sponsors, or promoters of any competition which we conduct
- Third parties and contractors who provide services for us, such as payment systems operators, shipping/freight providers, information technology service providers, and analytics/marketing/advertising providers
- Any third parties authorised by you to receive information held by us
When you provide Personal Information to us, you consent to the disclosure of your information outside of Australia (if applicable). We will take reasonable steps to ensure that any overseas recipient will deal with it in a way that is consistent with Australian privacy laws.
Log Files
VIVA follows a standard procedure of using log files. These files log visitors when they visit websites. All hosting companies do this as part of hosting services’ analytics. The information collected by log files include internet protocol (IP) addresses, browser type, Internet Service Provider (ISP), date and time stamp, referring/exit pages, and possibly the number of clicks. These are not linked to any information that is personally identifiable. The purpose of the information is for analysing trends, administering the site, tracking users’ movement on the website, and gathering demographic information.
Cookies and Web Beacons
Like any other website, VIVA uses ‘cookies’. These cookies are used to store information including visitors’ preferences, and the pages on the website that the visitor accessed or visited. The information is used to optimise the users’ experience by customising our web page content based on visitors’ browser type and/or other information.
DoubleClick DART Cookie
Google is a third-party vendor on our site. It also uses cookies, known as DART cookies, to serve ads to our site visitors based upon their visit to VIVA and other sites on the internet. However, visitors may choose to decline the use of DART cookies by visiting the Google ad and content network Privacy Policy at the following URL – https://policies.google.com/technologies/ads.
Some advertisers on our site may use cookies and web beacons. Our advertising partners are listed below. Each of our advertising partners has their own Privacy Policy for their policies on user data. For easier access, we hyperlinked to their Privacy Policies below.
Advertising Partners Privacy Policies
Third-party ad servers or ad networks use technologies like cookies, JavaScript, or Web Beacons that are used in their respective advertisements and links that appear on VIVA, which are sent directly to users’ browser. They automatically receive your IP address when this occurs. These technologies are used to measure the effectiveness of their advertising campaigns and/or to personalise the advertising content that you see on websites that you visit.
Note that VIVA has no access to or control over these cookies that are used by third-party advertisers.
Third-Party Privacy Policies
VIVA’s Privacy Policy does not apply to other advertisers or websites.
You can choose to disable cookies through your individual browser options. To know more detailed information about cookie management with specific web browsers, it can be found at the browsers’ respective websites.
Protecting Your Personal Information
VIVA takes reasonable steps to maintain the security of your Personal Information to prevent the misuse, modification, and unauthorised access to or disclosure of your Personal Information. These precautions are also to ensure that what we collect, store, use, and disclose is accurate and relevant.
While VIVA takes reasonable steps to protect Personal Information, security measures over the Internet cannot be guaranteed. We cannot accept responsibility for the misuse, loss of, or unauthorised access to, your Personal Information where the security of information is not within our control.
In the event of a data breach, VIVA will take reasonable steps to contain the suspected or known breach, inclusive of taking immediate steps to limit further access or distribution where possible. If we reasonably determine that any remedial action we take is successful in making serious harm no longer likely, or that the data breach is not likely to result in serious harm to any individuals involved, then no notification or statement will be made.
Following an assessment and remedial action (if any), if we still have reasonable grounds to believe serious harm is likely, we will provide a statement to any individuals involved or who are at risk.
How you can Access your Personal Information
You may contact us at info@vivamelbourne.com.au to request to access, update, or remove your Personal Information.
If you ask us to provide access to your Personal Information, we’ll usually give you access once we have verified your identity. We’ll acknowledge your request within 7 days, and provided that you tell us what you specifically wish to access, we’ll usually be able to provide it to you within 30 days of receipt of your request. We will respond to your request as soon as reasonably practicable and may charge a fee for processing an access request as it may be complex or resource-intensive. We will let you know beforehand so you can decide whether to proceed.
If we can’t give you access to your Personal Information, if we cannot correct your Personal Information, or if it is not appropriate to make the changes you request, we will contact you to explain why.
Changes to our Privacy Policy
We may update our Privacy Policy from time-to-time in accordance with our changing business practices or changes in the law. Any changes will be effective when posted on our Sites. Your continued use of our Sites indicates your acceptance of any changes to our Privacy Policy. All Personal Information collected, stored, used, and disclosed by us will be subject to our most recent Privacy Policy as posted on our Sites.
Contact Us and Opting Out
For any complaints, questions, or concerns, please email us at info@vivamelbourne.com.au.
Once we have received a request or complaint from you, we will aim to investigate or address the matter within 30 days or earlier. We may contact you during this time if necessary.
You may notify us at any time if you do not wish to receive marketing or promotional material, or you can use the “Unsubscribe” option in our marketing and promotional emails.