Privacy Policy
Last Updated: April 20, 2026
Table of Contents
This web site and the Staylonger platform (the "Platform") are owned and operated by Powerhouse Pty Ltd trading as Staylonger, and will be referred to as "We", "our" and "us" in this Internet Privacy Policy. By using the Platform, you agree to this Internet Privacy Policy, which is set out on this page. This Internet Privacy Policy relates to the collection and use of personal information you may supply to us through your conduct on the Platform, whether as a Guest, Host, or visitor.
We reserve the right, at our discretion, to modify or remove portions of this Internet Privacy Policy at any time. This Internet Privacy Policy is in addition to any other terms and conditions applicable to the Platform, including our Guest Booking Terms and Host Online Terms. We do not make any representations about third party web sites that may be linked to the Platform.
We recognise the importance of protecting the privacy of information collected about visitors to the Platform, in particular information that is capable of identifying an individual ("personal information"). This Internet Privacy Policy governs the manner in which your personal information, obtained through the Platform, will be dealt with, and is designed to be consistent with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. This Internet Privacy Policy should be reviewed periodically so that you are updated on any changes. We welcome your comments and feedback.
1. Personal information
- Personal information about visitors to the Platform is collected only when knowingly and voluntarily submitted. For example, we may need to collect such information to provide you with further services, confirm a booking, verify your identity, process a payment or payout, or answer or forward any requests or enquiries. It is our intention that this policy will protect your personal information from being dealt with in any way that is inconsistent with applicable privacy laws in Australia.
2. Use of Personal Information
- Personal information that visitors submit to the Platform is used only for the purpose for which it is submitted or for such other secondary purposes that are related to the primary purpose, unless we disclose other uses in this Internet Privacy Policy or at the time of collection. Primary purposes include operating the Platform, facilitating bookings between Guests and Hosts, processing payments and payouts, verifying identity, preventing fraud, providing customer support, resolving disputes, and complying with legal obligations. Copies of correspondence sent from the Platform, that may contain personal information, are stored as archives for record-keeping and back-up purposes only.
3. Collecting Information On Registered Members
- As part of registering with us, we collect personal information about you in order for you to take full advantage of our services. To do this it may be necessary for you to provide additional information to us as detailed below.
- Registration is required to make or receive bookings through the Platform. Registration may include submitting your name, email address, address, telephone numbers, date of birth, option on receiving updates and promotional material, and other information. You may access this information at any time by logging in and going to your account.
- Guests: we may also collect government-issued ID (e.g. driver's licence or passport) for identity verification, booking details (dates, property, number and names of occupants, special requests), emergency contact details, and any incident or damage information in connection with a stay.
- Hosts: we may also collect identity and ownership verification documents, bank account and payout details, property listing information (address, photos, pricing, availability, house rules), ABN and tax information, and insurance and compliance documents (e.g. short-stay registration, owners corporation approvals).
4. Credit Card Details and Payment Information
- Credit card details are collected through our PCI-compliant payment provider solely for the processing of payment, security holds, and refunds. Full card numbers are not stored on our systems. Tokenised card references may be retained to enable future bookings, refunds, chargebacks, or recovery of Guest or Host liabilities in accordance with our Guest Booking Terms and Host Online Terms.
- Host payout details (bank account information) are collected and retained for the purpose of remitting payouts and associated tax reporting, and are stored securely with our payment provider.
5. Disclosure
- Apart from where you have consented or disclosure is necessary to achieve the purpose for which it was submitted, personal information may be disclosed in special situations where we have reason to believe that doing so is necessary to identify, contact or bring legal action against anyone damaging, injuring, or interfering (intentionally or unintentionally) with our rights or property, users, or anyone else who could be harmed by such activities. Also, we may disclose personal information when we believe in good faith that the law requires disclosure.
- We may engage third parties to provide you with goods or services on our behalf. In that circumstance, we may disclose your personal information to those third parties in order to meet your request for goods or services. These third parties include payment processors, identity verification providers, cloud hosting providers, email and SMS providers, analytics providers, cleaners, property managers, locksmiths and trades engaged in connection with a booking, and professional advisers (legal, accounting, insurance).
- Guest and Host disclosures: when a booking is confirmed, we share the Guest's name, contact details and relevant booking information with the Host, and we share the Host's property and relevant contact information with the Guest, to enable the stay.
- Related entities: we may share personal information within the Luxico Group (including Luxico Holiday Homes) to deliver integrated services, subject to this policy.
- Overseas disclosure: some of our service providers store or process data outside Australia (for example in the United States or European Union). Where this occurs, we take reasonable steps to ensure overseas recipients handle personal information consistently with the Australian Privacy Principles.
6. Security
- We strive to ensure the security, integrity and privacy of personal information submitted to the Platform, and we review and update our security measures in light of current technologies. Unfortunately, no data transmission over the Internet can be guaranteed to be totally secure.
- However, we will endeavour to take all reasonable steps to protect the personal information you may transmit to us or from our online products and services. Once we do receive your transmission, we will also make our best efforts to ensure its security on our systems, including encryption in transit, access controls, and staff training.
- In addition, our employees and the contractors who provide services related to our information systems are obliged to respect the confidentiality of any personal information held by us. However, we will not be held responsible for events arising from unauthorised access to your personal information.
- Notifiable data breaches: where an eligible data breach occurs that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches scheme.
7. Collecting Information From Users
- IP Addresses — our web servers gather your IP address to assist with the diagnosis of problems or support issues with our services. Information is gathered in aggregate only and, other than for security, fraud prevention or legal purposes, is not traced to an individual user.
- Cookies and Applets — we use cookies to provide you with a better experience. These cookies allow us to increase your security by storing your session ID, remember your preferences, and enable single user access monitoring. This aggregate, non-personal information is collated and provided to us to assist in analysing the usage of the Platform. You can disable cookies in your browser settings, but some features of the Platform may not function correctly.
- Analytics — we use third party analytics tools (such as Google Analytics) to better understand how visitors use the Platform. These tools may collect information such as pages visited, time spent, and referring site.
8. Access to Information
- We will endeavour to take all reasonable steps to keep secure any information which we hold about you, and to keep this information accurate and up to date. If, at any time, you discover that information held about you is incorrect, you may contact us to have the information corrected. You may also update most of your information directly in your Staylonger account.
- In addition, our employees and the contractors who provide services related to our information systems are obliged to respect the confidentiality of any personal information held by us.
- Access and correction requests may be made by emailing [email protected]. We will respond within 30 days. There is usually no fee, but we may charge a reasonable fee for access requests that involve substantial effort.
9. Data Retention
- We retain personal information only for as long as is necessary for the purposes for which it was collected, or as required by law. Typical retention periods include: account data for the life of your account; booking, transaction and tax records for 7 years; identity verification documents only for as long as reasonably required to meet legal obligations; and marketing preferences until you unsubscribe. Where personal information is no longer required and we are not required by law to retain it, we take reasonable steps to destroy or de-identify it.
10. Marketing Communications
- We will only send you marketing communications where you have opted in, or as otherwise permitted by law. Every marketing email includes an unsubscribe link. You can also update your preferences in your account or by contacting us.
11. Children
- The Platform is not intended for persons under 18. We do not knowingly collect personal information from children. Bookings must be made by adults aged 18 years or older.
12. Links to Other Sites
- We provide links to Web sites outside of the Platform, as well as to third party Web sites. These linked sites are not under our control, and we cannot accept responsibility for the conduct of companies linked to the Platform. Before disclosing your personal information on any other website, we advise you to examine the terms and conditions of using that Web site and its privacy statement.
13. Problems or Questions
- If we become aware of any ongoing concerns or problems with the Platform, we will take these issues seriously and work to address these concerns. If you have any further queries relating to our Privacy Policy, or you have a problem or complaint, please contact us at [email protected]. We will acknowledge your complaint within 5 business days and aim to resolve it within 30 days.
- For more information about privacy issues in Australia and protecting your privacy, visit the website of the Office of the Australian Information Commissioner at oaic.gov.au (or call 1300 363 992).