Privacy Policy

1.1 Who We Are

Petsar Pty Ltd trading as Hologram Zoo Sydney ("Hologram Zoo Sydney", "we", "us" or "our") operates an immersive holographic entertainment venue in Sydney, New South Wales.

This Privacy Policy explains how we collect, use, disclose, store and protect personal information.

We are committed to handling personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), to the extent those laws apply to us.

This Privacy Policy applies to personal information collected through:

• our website;
• online booking and ticketing systems;
• email, telephone and other communications;
• customer enquiries;
• competitions, promotions and marketing activities;
• school, group and event bookings;
• our venue and customer-service operations;
• photographs, video and other recordings; and
• other digital platforms or services operated by or on behalf of Hologram Zoo Sydney.

1.2 What Personal Information We Collect

We collect personal information where reasonably necessary for our business functions and activities.

Depending on how you interact with us, this may include:

Contact information

• Name
• Email address
• Telephone/mobile number
• Postal or billing address

Booking information

• Booking date and time
• Number and type of tickets
• Group or school booking information
• Special booking requirements
• Customer preferences where voluntarily provided

Payment information

Payments may be processed by third-party payment providers. We generally do not need to retain complete payment-card details where those details are processed directly by the relevant payment provider.

Communications

We may retain information contained in enquiries, emails, telephone communications, feedback, complaints and other correspondence.

Website and technical information

Depending on how you use our website, we may collect:

• IP address;
• browser type;
• device information;
• operating system;
• pages visited;
• approximate location information derived from technical data;
• referral information;
• website interaction data; and
• cookies and similar technology information.

Photography, video and experience recordings

Our venue may involve:

• CCTV/security recording;
• photographs;
• video;
• optional customer recordings;
• photobooth or similar take-home content; and
• incidental capture of people within shared spaces.

Further information is provided below.

1.3 How We Collect Personal Information

We may collect personal information:

• directly from you when you make a booking;
• when you contact us;
• when you subscribe to communications;
• when you participate in an experience;
• when you enter a competition or promotion;
• from a parent, guardian, teacher, school or group organiser where appropriate;
• through our website;
• through booking and ticketing systems;
• through payment providers;
• through customer feedback;
• through CCTV and venue security systems; and
• from service providers acting on our behalf.

Where practical, we will collect personal information directly from the individual concerned.

1.4 Why We Collect Personal Information

We may collect and use personal information to:

• process and administer bookings;
• issue tickets and confirmations;
• process payments;
• provide our experiences and services;
• communicate important information about bookings;
• respond to enquiries;
• provide customer support;
• manage school, group and private bookings;
• maintain venue security and safety;
• investigate incidents and complaints;
• improve our experiences and services;
• conduct analytics and business planning;
• send marketing communications where permitted;
• conduct competitions and promotions;
• comply with legal and regulatory obligations; and
• otherwise operate and manage Hologram Zoo Sydney.

We seek to collect only information that is reasonably necessary for the relevant purpose.

1.5 Marketing Communications

Where permitted by law, we may send information about:

• new experiences;
• special events;
• promotions;
• ticket offers;
• school and group programs;
• Hologram Zoo Sydney news; and
• other products or services that may be relevant to our customers.

You may unsubscribe from marketing communications at any time by using the unsubscribe facility provided or by contacting us.

We will continue to send essential service-related communications where necessary to administer an existing booking or provide a service.

1.6 Photography, Video and Recording

Hologram Zoo Sydney may use photography and video in connection with venue operations.

Recording may occur for different purposes, including:

Security and safety

CCTV and other security systems may operate within the venue for safety, security, incident investigation and property protection.

Optional experience recordings

Some experiences may provide customers with optional photographs or recordings.

Where an experience is optional, customers will be given appropriate information about the recording and how it is used.

Incidental recording

People may occasionally appear incidentally in photographs or video taken in shared public areas of the venue.

Marketing

We will not use identifiable customer photographs or recordings for marketing purposes where consent is required unless appropriate consent has been obtained.

1.7 Take-Home Recordings

Where an experience creates a photograph, video or other digital file for a customer:

• the file may be generated on-site;
• it may be uploaded to secure cloud storage;
• access may be provided through a unique or secure link, including QR-based access;
• access may be restricted to the customer or intended recipient; and
• the file may be retained only for a limited period.

Where applicable, take-home experience recordings will generally be retained for no longer than approximately six weeks unless a longer period is reasonably required for operational, legal or other legitimate purposes.

After the applicable retention period, files will be securely deleted or de-identified where reasonably practicable.

We do not guarantee that every incidental recording can be identified, retrieved or deleted.

1.8 Children's Privacy

Hologram Zoo Sydney is a family-oriented venue and children may participate in our experiences.

We do not knowingly seek to collect unnecessary personal information from children.

Where personal information relating to a child is required for a booking, school excursion, group activity, safety requirement or other legitimate purpose, it may be provided by a parent, guardian, teacher, school, group organiser or other authorised adult.

Parents and guardians should take reasonable care when providing information about children.

Parents or guardians may contact us regarding personal information relating to a child where they are entitled to do so.

Our online services will be operated in accordance with applicable privacy requirements, including any additional requirements that apply to services directed at or used by children.

1.9 Accessibility and Sensitive Information

Some customers may voluntarily provide information concerning accessibility requirements, mobility requirements, sensory needs, medical considerations or other information so that we can assist with their visit.

We will only seek or use sensitive information where reasonably necessary and permitted by law.

Customers should provide only information necessary to allow us to safely and appropriately assist them.

We may not be able to accommodate every individual requirement, and customers should contact us before visiting where they have significant accessibility or safety concerns.

1.10 Cookies and Analytics

Our website may use cookies, pixels, analytics tools and similar technologies to:

• operate the website;
• remember preferences;
• understand website usage;
• improve functionality;
• analyse traffic; and
• improve our marketing and customer experience.

Third-party analytics or advertising services may collect information about website activity in accordance with their own privacy policies.

You can control or disable certain cookies through your browser settings. Some website functionality may be affected.

1.11 Third-Party Service Providers

We may use trusted third-party providers to operate our business, including providers of:

• booking and ticketing systems;
• payment processing;
• cloud hosting;
• email and communications;
• website hosting;
• analytics;
• marketing;
• customer relationship management;
• security;
• IT services; and
• other operational services.

Examples may include providers such as Stripe, Bookeo, AWS and Google Analytics, depending on the systems we use at the relevant time.

We will review the providers identified in this Privacy Policy when our systems change and will update this Privacy Policy where reasonably necessary to accurately describe our information-handling practices.

Where practicable, information about material overseas recipients or locations will be provided through this Privacy Policy or an appropriate collection notice.

We do not sell or rent personal information.

1.12 Overseas Disclosure

Some of our service providers may store or process information outside Australia.

Where personal information is disclosed overseas, we will take reasonable steps to manage those disclosures in accordance with applicable Australian privacy law.

The countries in which information may be processed can change depending on the providers and systems we use.

Where required by law, we will provide additional information about relevant overseas recipients or locations.

1.13 Data Security

We take reasonable steps to protect personal information against:

• misuse;
• interference;
• loss;
• unauthorised access;
• modification; and
• unauthorised disclosure.

Measures may include:

• access controls;
• password protection;
• secure systems;
• encryption where appropriate;
• restricted staff access; and
• secure cloud and technology providers.

No method of transmission or electronic storage is completely secure, and we cannot guarantee absolute security.

1.14 Data Breaches

If we become aware of a data breach, we will assess and respond to it in accordance with applicable law.

Where the Notifiable Data Breaches scheme applies and a data breach is likely to result in serious harm, we will comply with our notification obligations, including notifying affected individuals and the Office of the Australian Information Commissioner where required.

1.15 Data Retention

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including:

• providing services;
• maintaining business records;
• resolving complaints;
• meeting legal requirements;
• accounting and taxation purposes;
• dealing with disputes; and
• protecting our legitimate interests.

When information is no longer required, we will take reasonable steps to securely delete or de-identify it.

Different types of information may have different retention periods.

1.16 Automated Decision-Making

Hologram Zoo Sydney does not currently use automated decision-making involving personal information in a manner that would significantly affect an individual's rights or interests.

If our practices change in the future, we will review and update this Privacy Policy as required by applicable privacy laws and provide any information required by law regarding the relevant kinds of personal information and automated decisions

If we introduce automated decision-making practices that are subject to additional disclosure requirements, we will review and update this section before or when those practices commence, as required by applicable law.

1.17 Access and Correction

You may request access to personal information we hold about you and request correction of information that is inaccurate, out of date, incomplete, irrelevant or misleading.

Requests should be made to:

Email: info@hologramzoo.sydney

We will deal with requests within the timeframes required by applicable law and, where practicable, within 30 days.

1.18 Privacy Complaints

If you believe we have mishandled your personal information, please contact us first.

We will investigate the complaint and respond within a reasonable period.

Privacy Contact:
info@hologramzoo.sydney

If you are not satisfied with our response, you may contact the:

Office of the Australian Information Commissioner (OAIC)
Website: www.oaic.gov.au
Telephone: 1300 363 992

1.19 Changes to this Privacy Policy

We may update this Privacy Policy from time to time.

The latest version will be published on our website.

We may update the policy where our services, technology, suppliers, legal obligations or privacy practices change.

1.20 Collection Notice

When we collect personal information from you, we will take reasonable steps to provide information about:

• our identity and contact details;
• the purposes for which the information is collected;
• how the information will be used and disclosed;
• relevant overseas disclosures where applicable;
• how you can access or correct your information; and
• how you can make a privacy complaint.

This information may be provided through this Privacy Policy, booking pages, forms, notices or other appropriate communications.

2.1 Overview

These Terms & Conditions govern your use of the Hologram Zoo Sydney website and our services.

By using our website, making a booking or purchasing a ticket, you agree to these Terms.

Additional Venue Terms of Entry may apply when attending the venue.

2.2 Our Services

Hologram Zoo Sydney provides immersive holographic entertainment experiences.

Experiences may include animals, dinosaurs, wildlife, prehistoric environments, interactive elements, lighting effects, projections, sound and other sensory effects.

The experiences may change from time to time.

2.3 Experience Changes

We may modify an experience where reasonably necessary for:

• safety;
• technical reasons;
• maintenance;
• operational requirements;
• availability of equipment;
• programming changes; or
• other legitimate business reasons.

Where a change constitutes a failure under applicable consumer law, your rights under the Australian Consumer Law will apply.

2.4 Pricing and Availability

Prices are displayed in Australian Dollars unless otherwise stated.

Prices, session times and availability may change.

A price applicable to a completed booking will generally apply to that booking, subject to correction of genuine pricing errors or where otherwise permitted by law.

2.5 Bookings

Bookings are subject to availability.

You must provide accurate information when making a booking.

We may require additional information where reasonably necessary to process or administer a booking.

2.6 Tickets

Tickets are valid only for the date, time and experience stated on the booking confirmation unless otherwise agreed.

Tickets may not be resold or commercially exploited without our permission.

We may require proof of booking or ticket ownership.

Late arrival may result in reduced or denied entry where allowing entry would disrupt the experience or create a safety issue.

Any applicable remedy remains subject to the Australian Consumer Law.

2.7 Children and Supervision

Children must be supervised by a responsible parent, guardian, teacher or other responsible adult as appropriate.

Adults accompanying children remain responsible for:

• supervision;
• behaviour;
• safety; and
• ensuring children follow staff directions.

Specific supervision requirements may apply to school, OSHC, group or private bookings.

2.8 Customer Conduct

Guests must:

• follow reasonable staff directions;
• behave respectfully towards staff and other guests;
• not damage property;
• not interfere with equipment;
• not disrupt other guests' experiences;
• not engage in unlawful behaviour; and
• comply with venue safety requirements.

We may refuse entry or remove a person where reasonably necessary for safety, security or serious misconduct.

2.9 Accessibility

We aim to make Hologram Zoo Sydney accessible to as many guests as reasonably practicable.

Guests with accessibility, mobility or sensory requirements are encouraged to contact us before visiting so that we can discuss available arrangements.

Not every experience or venue area may be suitable for every individual.

We will consider reasonable requests in accordance with applicable law.

2.10 Intellectual Property

All Hologram Zoo Sydney content, branding, artwork, designs, text, images, videos, experiences, software and other intellectual property is owned by us or licensed to us unless otherwise stated.

You must not reproduce, copy, modify, distribute, commercialise or exploit our intellectual property without written permission.

2.11 Third-Party Services

We may use third-party platforms and service providers for bookings, payments, technology, communications and other services.

Third-party services may be subject to their own terms and privacy policies.

We are not responsible for matters outside our reasonable control involving independent third-party services, subject to your rights under applicable law.

2.12 Liability

To the maximum extent permitted by law:

• you acknowledge that immersive experiences may involve inherent risks;
• you agree to follow reasonable safety instructions;
• we are not liable for loss or damage to personal belongings caused by circumstances outside our reasonable control; and
• we do not exclude liability that cannot lawfully be excluded.

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded under the Australian Consumer Law or other applicable law.

2.13 Refusal or Termination

We may refuse entry, suspend participation or terminate access where reasonably necessary because of:

• unsafe behaviour;
• serious misconduct;
• unlawful activity;
• deliberate interference with equipment;
• failure to follow reasonable staff directions; or
• other circumstances where continued participation creates a safety, security or operational concern.

Where required by law, applicable consumer remedies will continue to apply.

2.14 Force Majeure

We are not liable for delays, interruptions, cancellations or failures to perform arising from events beyond our reasonable control, including natural disasters, government actions, utility failures, industrial disputes, pandemics, public health emergencies or similar events.

Nothing in this clause excludes rights or remedies that cannot be excluded under the Australian Consumer Law.

2.15 Governing Law

These Terms are governed by the laws of New South Wales, Australia.

3.1 Entry Conditions

Entry to Hologram Zoo Sydney is conditional upon compliance with these Venue Terms and reasonable instructions from our staff.

We may refuse entry or require a guest to leave where reasonably necessary for safety, security or serious misconduct.

3.2 Immersive Environment

The Hologram Zoo experience may include:

• low or changing lighting;
• projections;
• holographic imagery;
• moving visual effects;
• loud or changing sounds;
• immersive environments;
• interactive elements;
• simulated animals or other creatures; and
• uneven or changing visual environments.

Guests should exercise appropriate caution and follow staff instructions.

3.3 Health and Sensory Considerations

Guests should consider whether the experience is suitable for them before participating.

Certain visual or sensory effects may affect people with particular medical or sensory conditions.

If you have concerns about:

• epilepsy or photosensitivity;
• dizziness;
• motion sensitivity;
• migraines;
• sensory sensitivities;
• balance or mobility;
• other conditions affected by lighting, sound or immersive environments;

please contact us before visiting and inform staff where appropriate.

If you feel unwell during an experience, stop participating and notify a staff member immediately.

3.4 Mobility and Accessibility

Guests with mobility or accessibility requirements should contact us before visiting where possible.

We will endeavour to provide reasonable assistance and information about available access arrangements.

Guests must follow staff instructions concerning accessible routes, equipment and emergency procedures.

3.5 Children

Children must be appropriately supervised.

Parents, guardians, teachers and other responsible adults remain responsible for the children in their care.

Children must follow reasonable staff directions.

3.6 CCTV and Security Recording

CCTV or other security systems may operate within the venue.

These systems may be used for:

• safety;
• security;
• incident investigation;
• prevention of theft or misconduct;
• protection of guests and staff; and
• protection of property.

CCTV footage may be accessed or disclosed where reasonably necessary or required by law.

3.7 Photography and Video by Hologram Zoo Sydney

Hologram Zoo Sydney may photograph or record activities within the venue for security, operational, experience and other legitimate purposes.

Additional consent may be sought where identifiable recording is intended for marketing or promotional purposes and consent is required.

3.8 Personal Recording

Guests may take photographs or recordings for personal use unless:

• signage prohibits recording;
• staff instruct guests not to record;
• recording interferes with the experience;
• recording creates a safety issue;
• recording captures another guest in circumstances where privacy is reasonably expected; or
• recording otherwise breaches these Terms.

Guests must not deliberately record other guests without appropriate permission.

Commercial recording requires prior written permission.

3.9 Smart Glasses and Recording Devices

For the safety, privacy and enjoyment of all guests, smart glasses and other wearable devices capable of recording audio, video or images may not be worn or used inside Hologram Zoo Sydney where prohibited by signage or staff.

This may include:

• camera-enabled smart glasses;
• recording glasses;
• wearable cameras; and
• similar recording technology.

Guests may be asked to remove or securely store such devices before entering an experience.

Ordinary prescription glasses and sunglasses that do not contain recording or smart technology are permitted.

Mobile phones and other recording devices must not be used where signage or staff prohibit recording.

Our team may ask a guest to stop using a device, remove it or leave the experience if they do not comply.

3.10 Prohibited Conduct and Items

Guests must not bring into or use within the venue any item or substance that:

• creates an unreasonable safety risk;
• interferes with equipment;
• threatens staff or other guests;
• is unlawful;
• causes disruption; or
• is prohibited by signage or staff.

We may refuse entry to items that cannot safely be accommodated.

Prohibited items and conduct may include, without limitation:

• weapons or other dangerous objects;
• illegal drugs or other unlawful substances;
• smoking or vaping where prohibited by law, signage or staff;
• being intoxicated or behaving in a threatening, abusive or seriously disruptive manner;
• laser pointers or other devices that may interfere with lighting, projection, holographic or other venue equipment;
• animals other than assistance or service animals permitted by applicable law;
• commercial photography, filming or recording without prior written permission; and
• food, drinks or other items in areas where they are prohibited by signage or staff.

These restrictions may be supplemented by signage or reasonable staff directions for particular experiences or areas.

3.10A Illness and Public Health

Guests should not attend the venue where they are experiencing an illness or condition that may reasonably create a significant risk to other guests or staff. Where reasonably necessary for health, safety or operational reasons, we may ask a guest not to participate or to leave the venue, subject to applicable law and any consumer rights.

3.10B Service and Assistance Animals

Service and assistance animals will be accommodated in accordance with applicable law and reasonable venue requirements. Guests bringing an assistance animal should contact us before visiting where practical so that we can discuss access arrangements and any relevant safety requirements.

3.10C Lost Property

Lost property should be reported to a staff member. We may retain found property for a reasonable period and may require proof of ownership before returning it. Unclaimed property may be disposed of, donated or otherwise dealt with in accordance with applicable law and our operational procedures.

3.11 Emergency Procedures

Guests must follow all emergency instructions.

If an evacuation or emergency occurs:

• remain calm;
• follow staff directions;
• use designated exits;
• do not obstruct emergency routes; and
• do not re-enter the venue until authorised.

Parents, guardians and group leaders remain responsible for assisting children or people in their care where reasonably possible.

3.12 Damage to Property

Guests may be responsible for loss or damage caused intentionally or negligently by them or members of their group, subject to applicable law.

This does not affect any rights a consumer may have under the Australian Consumer Law.

3.13 Changes or Cancellation of Experiences

An experience may occasionally be changed, interrupted or cancelled because of:

• technical issues;
• safety concerns;
• maintenance;
• equipment failure;
• staffing;
• emergency;
• circumstances outside our reasonable control; or
• other operational reasons.

Where applicable, we will provide remedies in accordance with the Australian Consumer Law and our Refund Policy.

3.14 Assumption of Risk

By participating in an immersive experience, you acknowledge that there may be inherent risks associated with:

• low lighting;
• visual effects;
• sound;
• movement;
• immersive environments;
• interaction with other guests; and
• normal operation of the venue.

You agree to take reasonable care of yourself and follow staff instructions.

Nothing in this section excludes liability that cannot legally be excluded.

3.15 Liability Waiver

To the maximum extent permitted by law, Hologram Zoo Sydney is not responsible for loss, injury or damage arising from a guest's failure to follow reasonable safety instructions or from risks that the guest knowingly and voluntarily accepts.

However, nothing in these Venue Terms excludes, restricts or modifies:

• consumer guarantees;
• rights under the Australian Consumer Law;
• liability that cannot legally be excluded; or
• any other non-excludable legal right or remedy.

3.16 Governing Law

These Venue Terms are governed by the laws of New South Wales, Australia.

4.1 Payments

All prices are displayed in Australian Dollars (AUD).

GST will be included where applicable.

Payment is generally required at the time of booking unless alternative arrangements have been agreed.

We may accept credit cards, debit cards and other payment methods made available through our booking system.

4.2 Change of Mind

Except where required by law or expressly provided by us, we do not generally provide refunds solely because a customer changes their mind.

This does not affect any rights available under the Australian Consumer Law.

4.3 No-Show

If a customer does not attend a booked session, a refund will generally not be available solely because of the failure to attend.

Where a customer is unable to attend because of circumstances covered by a consumer guarantee or other applicable legal right, the customer's legal rights remain unaffected.

4.4 Late Arrival

Guests should arrive with sufficient time to check in before their booked session.

Late arrival may result in:

• delayed entry;
• reduced participation time; or
• inability to enter the experience.

This may occur where late entry would disrupt other guests or create a safety issue.

Any applicable consumer rights remain unaffected.

4.5 Rescheduling

Where operationally possible, we may allow a booking to be rescheduled.

Requests should generally be made at least 24 hours before the scheduled session, unless otherwise stated at the time of booking.

Rescheduling:

• is subject to availability;
• may be subject to booking conditions;
• may be subject to an administration fee where clearly disclosed; and
• may not be available for certain special, group, private or promotional bookings.

4.6 Cancellation by Hologram Zoo Sydney

If we cancel a booking or significantly change an experience, we may offer:

• a full refund;
• rescheduling to another available session; or
• another appropriate remedy.

The appropriate remedy will depend on the circumstances and any rights provided by the Australian Consumer Law.

4.7 Australian Consumer Law — Services

Our services come with guarantees that cannot be excluded under the Australian Consumer Law.

For major failures with the service, you are entitled:

• to cancel your service contract with us; and
• to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage.

If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion.

These rights are provided by the Australian Consumer Law and are not replaced by this Refund Policy.

4.8 Group, School and Private Bookings

Separate booking conditions may apply to:

• schools;
• OSHC groups;
• community organisations;
• corporate groups;
• private events;
• birthday parties; and
• other large group bookings.

Where separate terms apply, they will be provided before or at the time of booking.

Those terms will remain subject to applicable consumer law.

4.8A Ticket Transfers

Tickets may be transferred to another person where permitted by the applicable booking conditions, provided the ticket is not resold commercially or for profit without our permission. We may require the booking holder to provide reasonable information necessary to administer a transfer.

4.8B Gift Cards and Vouchers

Gift cards, vouchers and promotional codes are subject to the terms stated at the time of issue or purchase. These terms may include an expiry date, eligible experiences, blackout dates, redemption conditions and restrictions on combining offers. Nothing in these conditions limits any rights that cannot legally be excluded.

4.8C Promotional Offers

Promotional offers may be subject to eligibility requirements, limited quantities, specified booking periods, blackout dates and other conditions disclosed with the offer. Unless expressly stated otherwise, promotional offers cannot be combined. We reserve the right to correct genuine pricing or promotional errors and to withdraw or amend an offer where reasonably necessary, subject to applicable law.

4.8D Website and External Services

Our website may contain links to third-party websites or services. Those third parties may operate under their own terms and privacy policies. We are not responsible for the content, availability or operation of independent third-party websites, subject to any rights or remedies available under applicable law.

4.9 Refund Processing

Approved refunds will generally be returned using the original payment method.

Processing times may depend on the payment provider and financial institution.

4.10 Chargebacks and Payment Disputes

If you have a problem with a booking, please contact us first at:

info@hologramzoo.sydney

We will endeavour to resolve the issue promptly.

Customers retain any rights they have to contact their payment provider or financial institution.

4.11 No Exclusion of Consumer Rights

Nothing in this Refund Policy, Terms & Conditions, Venue Terms or any other Hologram Zoo Sydney policy is intended to exclude, restrict or modify a right or remedy that cannot legally be excluded under the Australian Consumer Law or other applicable law.