Privacy Policy

Important information

This Privacy Policy explains how Motorhome Hire Limited collects, uses, discloses, stores and protects personal information when you use MotorhomeHire.com, request a quote, make or manage a booking, contact us, or otherwise interact with our services. It also explains the choices and rights available to you.

MotorhomeHire.com is a booking agent and intermediary. We arrange campervan, motorhome and recreational vehicle rentals supplied by independent rental companies. The selected rental supplier will handle personal information under its own privacy practices when it provides the rental service.

1. About this Policy

This Policy applies to the MotorhomeHire.com website, booking platform, booking-management accounts, customer support channels and related services that link to it. In this Policy, “MotorhomeHire.com”, “we”, “us” and “our” mean Motorhome Hire Limited. “Supplier” means the independent rental company that provides the vehicle and rental service.

If a local privacy law gives you additional rights or imposes stricter requirements, that law applies to the extent required. Nothing in this Policy limits rights that cannot lawfully be limited.

2. Who we are

Motorhome Hire Limited operates MotorhomeHire.com and is responsible for the personal information described in this Policy.

Company details:

• Legal name: Motorhome Hire Limited
• Business Registration Number: 77347011
• Registered office and business address: Unit B, 11/F, 23 Thomson Road, Wan Chai, Hong Kong SAR China
• Privacy contact: privacy@motorhomehire.com

For applicable data protection laws, Motorhome Hire Limited generally acts as the controller, business, agency or data user for the information it determines how and why to use. A Supplier generally acts independently for information it uses to provide the rental.

3. Personal information we collect

We collect only information reasonably needed to operate our booking service, communicate with customers, protect the service and meet legal obligations.

3.1 Searches, quotes and bookings

• Travel country, pickup and return locations, dates and times.
• First and last name, email address, telephone number and date of birth of the person making the booking.
• Country of driving licence and other driver-eligibility information entered during the booking process.
• Selected vehicle or vehicle category, rental supplier, extras, liability-reduction option, promotional codes and booking reference.
• Passenger or occupancy information associated with the booking and whether a child under seven will travel, including any child or booster seat selected as an extra.
• Searches, quote requests, incomplete checkouts, abandoned bookings, confirmed and cancelled bookings, amendments and refund information.

We do not ask for the identity or personal details of a child. Information that a child will travel is used only to help present suitable vehicles, occupancy information and requested safety-seat extras.

3.2 Accounts, corporate customers and travel agents

• Account identifiers, authentication information and booking-management activity.
• Business contact details and records relating to approved corporate or travel-agent accounts.
• Traveller information supplied by an approved travel agent or corporate customer for a booking.

A travel agent, corporate customer or other person who provides information about someone else must have authority to do so and must give that person any privacy information required by law. Where required, we will also provide this Policy or an appropriate notice when we first contact that person.

3.3 Payments and transaction information

• Payment amount, currency, payment status, refunds, transaction identifiers and payment timeline.
• Card brand and type, issuing country or bank, last four digits, expiry month and year, and payment-authentication results.
• Billing name, billing address and contact details when supplied for payment processing.
• Tokenised payment credentials used for authorised later charges, such as a remaining balance or an applicable cancellation charge.
• Bank-transfer references and payer information when payment is made by bank transfer.

Complete card numbers and card security codes are sent directly to our payment provider. MotorhomeHire.com does not store them.

3.4 Communications and marketing information

• Emails, live-chat messages, WhatsApp messages, SMS messages, enquiries, complaints and other correspondence.
• Marketing preferences, consent records, unsubscribe requests, campaign engagement and suppression records.
• VIP coupon registrations, including the name, email address and telephone number supplied.
• Responses to surveys or review requests and information voluntarily provided when seeking support.

Telephone calls are not recorded.

3.5 Website, device, analytics and security information

• IP address, approximate location, browser, device, operating system, language, referring page and access times.
• Pages viewed, searches, clicks, interactions, session identifiers and promotional-code usage.
• Cookie identifiers, advertising identifiers, analytics information and consent choices.
• Session-replay information on eligible pages, with form fields masked and payment pages excluded.
• Fraud scores, payment-verification results, failed-payment reasons, security logs and suspicious activity.

4. How we collect personal information

We collect personal information:

• directly from you when you search, request a quote, make or manage a booking, create an account, join a mailing list, contact us or communicate with our team;
• automatically when you use the Website, subject to applicable cookie and tracking requirements;
• from Suppliers, payment and fraud-prevention providers, communication providers and other service providers involved in your booking;
• from an approved travel agent, corporate customer or another person arranging travel for you; and
• from advertising and analytics services where permitted by law and consistent with your settings.

Some information is required to provide a quote, take payment or arrange a booking. If you do not provide required information, we may be unable to complete the requested service. Optional fields and marketing choices will be identified where practicable.

5. How and why we use personal information

We use personal information to:

• provide searches, live rates, quotes and booking information;
• submit, confirm, amend, manage and cancel bookings with Suppliers;
• create and operate booking-management accounts;
• take payments, collect authorised later charges, process refunds and maintain transaction records;
• communicate booking confirmations, payment reminders, service notices, pickup information and responses to enquiries;
• provide customer support and assist communications between you and a Supplier;
• check eligibility, prevent fraud, protect accounts and investigate disputes or chargebacks;
• operate, secure, test, troubleshoot and improve our Website, booking service and customer experience;
• measure demand, understand how the service is used and prepare aggregated business analysis;
• send marketing and provide personalised advertising where permitted;
• administer promotions and VIP coupons;
• comply with legal, tax, accounting, regulatory and contractual obligations;
• establish, exercise or defend legal claims; and
• support a genuine sale, merger, financing, restructuring or transfer of the business, subject to appropriate confidentiality and legal safeguards.

5.1 Legal bases for EEA and UK processing

Where the GDPR or UK GDPR applies, we rely on one or more of the following legal bases:

• Contract: processing needed to take steps at your request, provide our booking service and administer the booking-service agreement.
• Legal obligation: processing needed to meet laws that apply to us, including financial, tax, regulatory and law-enforcement obligations.
• Legitimate interests: operating and improving our booking service, communicating with customers, preventing fraud, securing systems, resolving disputes, analysing performance and conducting appropriate direct marketing. We consider the effect on your rights before relying on this basis.
• Consent: processing for optional marketing, non-essential cookies or another purpose where consent is required. Consent may be withdrawn at any time without affecting earlier lawful processing.

6. Abandoned quotes and bookings

If you begin but do not complete a quote or booking, we may contact you about it, and you can opt out at any time.

7. Payments, fraud checks and automated processing

Payment information is processed by specialist payment and banking providers. They may use automated systems to approve or decline a payment, request additional verification, block a transaction or refer it for manual review. These checks may consider payment details, device information, IP address, location, transaction history and fraud indicators.

You may ask us to review the information available to us if a payment or booking is affected by an automated fraud result. We may examine matters such as the customer’s location compared with the payment location and submit or approve information through the provider’s platform where that option is available. We cannot require the payment provider or card issuer to authorise a transaction.

Where authorised by the Booking Terms and Conditions, a tokenised payment credential may be used to collect a remaining balance or applicable cancellation charge. We do not receive or store the complete card number or card security code.

8. Marketing and personalised advertising

Where you have consented, or where applicable law otherwise permits, we may send campervan deals, travel tips, promotional codes and special offers by email, SMS, WhatsApp or another channel covered by the permission provided. Each promotional electronic message will provide an appropriate way to opt out.

Service communications are separate from marketing. Even if you opt out of marketing, we may still send information needed to administer a quote, payment, booking, account, complaint or legal obligation. A review request containing no promotional material may also be sent as a service-related communication where permitted.

We may segment communications using information such as destination, pickup date, booking history and engagement. Where permitted, we may provide hashed email addresses or telephone numbers to advertising platforms so they can match existing users, show MotorhomeHire.com advertising, measure campaigns or create similar audiences. Hashing is a security measure and does not make the information anonymous for privacy-law purposes.

You may object at any time to the use of your personal information for direct marketing, including related profiling and audience matching, by using an unsubscribe method or contacting privacy@motorhomehire.com. We maintain suppression information so that we can respect an opt-out.

Motorhome Hire Limited does not sell personal information to data brokers, rent customer lists or disclose customer lists to unrelated businesses for their independent marketing. Suppliers are not authorised by MotorhomeHire.com to use booking information for unrelated marketing without separate permission. These statements do not prevent the audience matching or cookie-based targeted advertising described in this Policy.

9. Cookies, analytics and session replay

We use cookies and similar technologies to operate the Website, remember settings, protect forms, measure performance, understand customer journeys and support advertising. Where required, non-essential analytics and advertising technologies are blocked until you make a choice through our consent-management tool.

Session-replay technology may record interactions such as page navigation, clicks, scrolling and technical errors so that we can improve usability and diagnose problems. We configure session replay to mask form fields and exclude pages containing card-entry fields. Session replay is not used to collect complete payment-card details.

You can manage available cookie choices through the Website’s cookie controls and, in many cases, through your browser. More information will be provided in our Cookie Policy.

10. When we disclose personal information

We may disclose personal information to the following categories of recipients when reasonably necessary:

• the Supplier selected for a quote or booking;
• payment processors, banks, card schemes and fraud-prevention providers;
• website hosting, cloud infrastructure, security, backup and technical-support providers;
• email, SMS, chat, customer-management and customer-support providers;
• analytics, session-replay, consent-management and advertising providers;
• approved travel agents and corporate customers, but only for the booking or business relationship they are authorised to manage;
• professional advisers, auditors, insurers and debt-recovery providers subject to appropriate duties of confidentiality;
• courts, regulators, law-enforcement bodies and other authorities when required or permitted by law; and
• a genuine purchaser, investor or successor in connection with a proposed or completed business transaction, subject to appropriate confidentiality and legal controls.

Our service providers may use information only for the services they provide to us or as otherwise permitted by their agreements and applicable law.

11. Information provided to rental suppliers

To request or complete a booking, we ordinarily provide the selected Supplier with:

• the renter’s name, email address and telephone number;
• pickup and return locations, dates and times;
• the selected vehicle name or vehicle category;
• selected extras and liability-reduction option;
• occupancy or passenger information relevant to the booked vehicle; and
• whether a baby or booster seat has been ordered.

Suppliers receive payment confirmation and booking information, not the complete card details entered through our payment provider. A Supplier may request additional information directly from you, including driver identity documents, driving licences, international driving permits, security-bond details or payment information needed at pickup.

The Supplier ordinarily handles that information as an independent organisation under its rental terms and privacy notice. Its privacy practices may differ from ours. You should review the Supplier’s information before pickup and direct requests concerning information held only by the Supplier to that Supplier.

12. International storage access and disclosure

Motorhome Hire Limited is based in Hong Kong and provides an international booking service. The primary booking database is hosted in Sydney, Australia. Personal information may also be accessed or processed by authorised staff, contractors, Suppliers and service providers in countries connected with our operations or your booking.

Countries in which recipients or authorised personnel may be located include Hong Kong, Australia, New Zealand, the United States, France, Germany, the Netherlands, South Africa and the Philippines. A Supplier will usually be located in the country where the vehicle is collected. Some technology providers may process information in additional countries where they or their approved subprocessors operate.

Where required, we use contractual, organisational and technical safeguards for international handling. These may include data-processing agreements, contractual transfer terms, access restrictions, encryption and reviews of service-provider protections. You may contact us for further information about safeguards applicable to your information.

13. How long we keep personal information

We keep personal information only for as long as reasonably necessary for the purposes described in this Policy. The period depends on the nature of the information and why it is held. We consider the duration of a booking or account, financial and tax recordkeeping requirements, limitation periods, unresolved complaints or disputes, fraud and security needs, Supplier obligations and the need to establish or defend legal claims.

Marketing information is kept while we have an appropriate basis to use it. If you opt out, we may retain limited suppression information so that we do not contact you again contrary to your preference. Security logs, analytics and session-replay information are retained according to operational need, provider settings and applicable law.

When information is no longer needed, we take reasonable steps to delete it, anonymise it or place it beyond ordinary use. Backup copies may remain for a limited period until overwritten or securely deleted.

14. Security

We use safeguards appropriate to the nature of the information and our operations. These include HTTPS encryption, encryption of relevant databases and backups at rest, role-based access, multi-factor authentication for staff, access logging, regular backups, security monitoring, confidentiality obligations, vendor controls and incident-response procedures.

No online service or storage system can be guaranteed completely secure. If a privacy or security incident occurs, we will investigate it and notify affected individuals and regulators where required by applicable law.

15. Your rights and choices

Depending on where you live and the law that applies, you may have rights to:

• ask whether we hold personal information about you and obtain access to it;
• ask us to correct inaccurate or incomplete information;
• request deletion of information where the law provides that right;
• request restriction of processing or object to particular processing;
• receive certain information in a portable format;
• withdraw consent without affecting processing already carried out lawfully;
• object at any time to direct marketing and related profiling;
• close your booking-management account, subject to information we must retain; and
• complain to an applicable privacy or data-protection regulator.

To exercise a right, email privacy@motorhomehire.com. Please identify the request and the information concerned. We may ask for reasonable identity verification before disclosing, correcting or deleting information. We may refuse or limit a request where the law permits, including where information must be retained for legal obligations, fraud prevention, disputes or the rights of another person.

We will normally acknowledge a privacy request or complaint within five business days and aim to provide a substantive response within 30 days. A different period or permitted extension may apply under local law.

16. Regional privacy information

16.1 Hong Kong

Motorhome Hire Limited handles personal data in accordance with the Personal Data (Privacy) Ordinance (Cap. 486) where it applies. You may request access to or correction of personal data and may require us to stop using your personal data for direct marketing. Requests should be sent to privacy@motorhomehire.com. You may also complain to the Privacy Commissioner for Personal Data, Hong Kong.

16.2 Australia

Where the Privacy Act 1988 (Cth) and Australian Privacy Principles apply, you may seek access to and correction of personal information and complain about our handling of it. We will investigate the complaint and explain our response. If you are not satisfied, you may be entitled to contact the Office of the Australian Information Commissioner. Nothing in this Policy excludes mandatory Australian privacy or consumer rights.

16.3 New Zealand

Where the New Zealand Privacy Act 2020 applies, you may request access to and correction of your personal information. If we do not make a requested correction, you may ask us to attach a statement of correction where required. You may complain to the Office of the Privacy Commissioner New Zealand. Our Privacy Officer can be contacted through privacy@motorhomehire.com.

16.4 European Economic Area and United Kingdom

Where the GDPR or UK GDPR applies, Motorhome Hire Limited is the controller for the processing described in this Policy unless stated otherwise. The legal bases we rely on are explained in section 5.1. You may have rights of access, rectification, erasure, restriction, portability, objection and withdrawal of consent, subject to the conditions and exceptions in applicable law.

You have an absolute right to object to the use of your personal data for direct marketing, including related profiling. You may also complain to the data-protection authority in the country where you live or work, or where you believe an infringement occurred. UK residents may complain to the Information Commissioner’s Office.

16.5 United States

Residents of some United States jurisdictions may have rights concerning access, correction, deletion, portability, targeted advertising or other uses of personal information. These rights and any available appeal process depend on the law that applies to Motorhome Hire Limited and the particular request. You may submit a request through privacy@motorhomehire.com. We will not unlawfully discriminate against you for exercising an applicable privacy right.

17. Privacy complaints

Please send a privacy complaint to privacy@motorhomehire.com and include enough information for us to understand the issue. The Privacy Officer will investigate, may request further information and will explain the outcome. We normally acknowledge complaints within five business days and aim to provide a substantive response within 30 days, subject to any different period required or permitted by law.

If the complaint is not resolved, you may contact the privacy or data-protection regulator available in your jurisdiction. We encourage you to contact us first so that we have an opportunity to address the issue.

18. Children and sensitive information

The booking service is intended for people aged 18 or older. We do not knowingly invite a child to create an account or make a booking, and we do not request a child’s name, date of birth, identification document or contact details. We may record that a child under seven will travel or that a child or booster seat is required, without collecting the child’s identity.

We do not ordinarily need health information, identity documents or other sensitive information through the Website. Please do not send sensitive information unless it is reasonably necessary for your request. If you voluntarily provide it through support communications, we will use it only as reasonably necessary to respond, arrange an appropriate service, comply with law or protect a person’s vital interests, and will seek consent where required.

19. External websites and third party services

The Website may link to Supplier websites, payment services, social-media services or other external websites. Their privacy practices are governed by their own notices. We are not responsible for the privacy or security practices of an external service merely because the Website links to it.

20. Business changes

If Motorhome Hire Limited is involved in a genuine sale, merger, acquisition, financing, restructuring or transfer of all or part of its business or assets, personal information may be disclosed to professional advisers, potential counterparties and a successor. We will use appropriate confidentiality measures and comply with applicable law.

21. Changes to this Policy

We may update this Policy when our services, suppliers, technology or legal obligations change. The updated Policy will be posted on the Website with a revised effective date. If a change materially affects how we use personal information, we will provide additional notice or obtain consent where required.

22. Translations

This Policy may be translated into other languages. The English version prevails if a translation is inconsistent, except where applicable law requires otherwise.

23. Contact us

Privacy Officer
Motorhome Hire Limited
Unit B, 11/F, 23 Thomson Road, Wan Chai, Hong Kong SAR China
Business Registration Number 77347011
Email privacy@motorhomehire.com