Privacy policy.

Level Up Arcade – Privacy Policy

Last updated: [29th November 2025]

Level Up Arcade (“we”, “us”, “our”) respects your privacy. This Privacy Policy describes how we collect, hold, use and disclose your personal information in line with the Privacy Act 1988 and the Australian Privacy Principles.

By using our website, booking platform, POS, or visiting our venue you acknowledge and consent to this policy.

1. What Information We Collect

Depending on how you interact with us, we may collect:

  • Identifiers & contact details — name, email, phone number, address.

  • Date of birth / age — when required (e.g. for age-restricted activities, parties, health/safety).

  • Payment information — credit card, bank details or other payment data for bookings, POS transactions.

  • Health or special requirement information — only if you provide it for participation in certain activities (for safety / suitability).

  • Images / CCTV / photos — if you are photographed or video-recorded at our venue, for safety or marketing (with consent where required).

2. How We Collect Information

We collect information when you:

  • Submit an online booking, enquiry, or contact form

  • Use our website, booking or POS system

  • Visit the venue — including when CCTV or other security systems record footage

  • Sign up for newsletters, marketing, promotions, surveys or competitions

  • Provide feedback or customer support requests

  • Apply for a job (if applicable)

  • Are referred to us by others (e.g. friend referral promotions) or via associated third parties such as payment processors or marketing partners

3. How We Use Your Information

We use your information for:

  • Processing bookings, purchases, and payments

  • Responding to enquiries or feedback

  • Providing your requested services (games, packages, parties)

  • Safety, security, and venue management (including CCTV monitoring where applicable)

  • Improving our services, games, and user experience

  • Marketing, promotions, events, newsletters — but only if you opted in

  • Managing membership, discount schemes or partnership programs

  • Administering promotions, competitions, or prize redemptions

  • Internal business processes and compliance with legal obligations

4. Disclosure of Information

We may disclose your personal information to:

  • Our staff and associated businesses required to deliver services

  • Payment processors, booking system providers, and other third-party service providers

  • Marketing, promotion, survey or feedback agencies (only under contract and required compliance)

  • Professional advisers (e.g. accountants, lawyers) if needed

  • Law enforcement or government bodies — if required by law or for safety / compliance

  • In the event of sale or restructuring, to a purchaser of the business (with protections)

We do not sell your personal information to third parties.

We take reasonable steps to ensure any third party receiving personal information adheres to privacy laws or equivalent standards.

5. Anonymity & Use of Pseudonyms

Where possible, you may interact with our website or services anonymously or with a pseudonym. However, some services (bookings, POS, age-restricted activities) may require specific personal information. If you choose not to provide such information, we may be unable to deliver certain services or respond to requests.

6. Keeping Your Information Accurate & Up-to-date

We rely on the information you provide. You can request changes or updates to your personal data at any time (e.g. email, address, contact number).

If you believe any information we hold is incorrect or out-of-date, please contact us to update it.

7. Access, Correction & Removal of Your Information

You have the right to request:

  • Access to the personal information we hold about you

  • Correction or updating of inaccurate or incomplete information

  • Deletion or removal of personal data, where legally permitted

To make such a request, contact us at [insert contact email]. We will respond within a reasonable timeframe.

If we refuse to comply, we will provide written reasons and information on how to appeal or make a complaint (e.g. to the Office of the Australian Information Commissioner — OAIC).

8. Security & Storage of Your Information

We apply reasonable physical, technical and administrative safeguards to protect your data, including:

  • Secure networks and restricted access for staff with permissions

  • Encryption and secure servers (including SSL/TLS for online data submission and payment processing)

  • compliant payment / POS systems if handling card data

  • Ensuring third-party service providers adopt equivalent security measures

While we strive to protect your data, no system is 100% secure. You also share responsibility: keep your login details and passwords confidential and secure.

9. Cookies, Analytics & Online Tracking

Our website may use cookies or similar technologies to:

  • Enable user sessions, cart/booking functionality

  • Personalise your experience

  • Analyse site traffic and performance (e.g. via analytics tools)

Cookies are generally anonymous and do not personally identify you. You can disable cookies via your browser — but this may limit site functionality (e.g. booking or cart system may not work as expected).

If we use analytics services (e.g. third-party tools), you consent to aggregate or anonymized tracking of your website usage when you use our site.

10. CCTV, Photography & Venue Surveillance

For safety and security, Level Up Arcade may record video or take photos at our venue. Footage may be used for:

  • Preventing or investigating incidents

  • Safety and security monitoring

  • Venue management

When images or video are captured for marketing or promotional purposes, we will seek consent (written or implied where appropriate).

If you do not consent to such recording or photography, please inform staff — but note certain activities may require consent (or refusal may affect participation).

11. Children & Minors

We do not knowingly collect sensitive personal information from minors without parental or guardian consent.

If a child under 16 years has submitted personal information without parental consent, a parent or guardian may request its removal by contacting us at info@leveluparcade.com.au

Parents/guardians should supervise minors — and consent to relevant terms (booking, photography, play, participation).

12. Marketing & Communications Opt-In / Opt-Out

If you opt in, we may send you marketing communications — promotions, offers, event notices, updates.

You may unsubscribe or opt out at any time by contacting us or using the unsubscribe link in the communication. We will honour opt-out requests within a reasonable timeframe info@leveluparcade.com.au

13. Changes to This Policy

We may update this policy from time to time to reflect changes in law, technology, or our practices.

The latest version will always be posted on our website. If changes are significant, we will endeavour to notify you (e.g. via email if you have provided consent to receive communications).

14. Contact & Complaints

If you have any questions, comments or complaints regarding this Privacy Policy or our handling of your personal information, please contact us at info@leveluparcade.com.au

We aim to respond promptly and fairly.

If you remain dissatisfied, you have the right to contact the Office of the Australian Information Commissioner (OAIC) to lodge a formal privacy complaint under Australian law.