Privacy Policy

Last updated: July 2026

UrbanShore("UrbanShore", "we", "our", "us") provides property management and short-term rental management services across Brisbane, the Gold Coast and the Sunshine Coast. We are committed to protecting your personal information and handling it in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This policy explains what personal information we collect, why we collect it, how we hold and disclose it, and how you can access it, correct it or make a complaint. It applies to our website, our services, and our dealings with property owners, tenants, guests, contractors and suppliers.

1. What personal information we collect

The kinds of personal information we collect depend on how you deal with us. It may include:

Identity and contact details — your name, phone number, email address, postal address and, where required for tenancy or identity verification, date of birth and identification documents;
Property information — the address, features and condition of a property you own or enquire about, including photographs, appraisal details and inspection reports;
Financial information — bank account details for rent disbursements or payments, rental payment history, and information relevant to arrears management;
Tenancy and guest information — rental applications, references, employment verification, tenancy database checks, booking details, guest communications and stay history;
Website and technical information — information about how you use our website, such as pages visited, device and browser type, and IP address, collected through cookies and similar technologies.

2. How we collect it

We collect personal information:

directly from you — when you submit an enquiry or appraisal form, call or email us, apply for a tenancy, book accommodation, or engage us to manage a property;
from third parties where necessary to provide our services — such as referees, previous property managers or agents, tenancy database operators, booking platforms (for example Airbnb and similar sites), and trades or service providers working on a property;
automatically through our website, using cookies and analytics tools; and
automatically when you submit a form on our website — we record the IP address the submission came from, your browser's user agent, the page you submitted from and the time, together with what you entered. This is a security record, kept to detect and evidence misuse of our forms.

If you provide us with personal information about another person (for example, a co-owner or additional occupant), please make sure they are aware of this policy.

3. Why we collect and use it

We collect, hold and use personal information to:

provide property management and short-term rental management services, including marketing properties, screening applicants and guests, collecting and disbursing rent and booking income, arranging maintenance, and managing tenancies and stays;
respond to enquiries and prepare rental appraisals;
communicate with you about your property, tenancy or stay — including by phone, email and SMS;
meet our legal and regulatory obligations, including under Queensland tenancy and property occupations legislation;
keep our website and business secure — including detecting, investigating and preventing misuse of our forms, such as automated, repeated or abusive submissions;
improve our services and website; and
with your consent, send you updates, guides and market insights (you can opt out at any time).

4. Who we disclose it to

We disclose personal information to third parties only where necessary to deliver our services or where the law requires or permits it. Depending on the circumstances this may include:

tradespeople and service providers carrying out work at a managed property;
booking platforms, tenancy database operators, reference-checking services and utility connection providers;
insurers, banks and financial institutions;
our professional advisers and technology providers (for example, property management software, communications and SMS providers, and website hosting services);
bodies corporate, courts, tribunals, police and other law enforcement, and government or regulatory authorities, including the Residential Tenancies Authority, where required or where we reasonably believe it is necessary to report or investigate unlawful activity;
a purchaser of a property or of our business, where relevant.

We do not sell personal information.

5. Overseas disclosure

Some of our technology providers (such as website hosting, analytics and booking platforms) may store or process information on servers located outside Australia. Where that occurs, we take reasonable steps to ensure the information is handled consistently with the APPs.

6. Cookies and analytics

Our website uses cookies and similar technologies to operate properly and to help us understand how visitors use it. You can adjust your browser settings to refuse cookies, though parts of the site may not function as intended. Analytics information is used in aggregate and is not used to personally identify casual visitors to the site.

We also use the Meta (Facebook) pixel to measure how our advertising performs. It records which pages you view and which steps of our appraisal and signup process you reach, along with the value of any onboarding payment. We never send Meta your name, email, phone number, property address, bank details or signature. You can control how Meta uses this information through your Facebook or Instagram ad settings, and you can block the pixel with your browser's privacy settings or a tracker-blocking extension.

7. Marketing communications

Where you have asked to hear from us or would reasonably expect to, we may send you information about our services, market updates and owner resources. Every marketing email includes an unsubscribe link, and you can opt out of any channel at any time by contacting us at support@urbanshore.com.au.

8. Storage, security and retention

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. Information is held in secure, access-controlled systems — including reputable third-party property management and communications platforms — and access is limited to team members who need it to do their jobs.

We keep personal information only as long as it is needed for the purposes described above or as required by law (for example, tenancy and financial records that must be retained for prescribed periods). When information is no longer required, we take reasonable steps to destroy or de-identify it.

The website security records described in section 2 — the IP address, browser user agent and time a form was submitted — are automatically deleted after 90 days. We keep them longer only where a specific record is needed as evidence of misuse of our forms, or where the law requires it.

9. Access and correction

You may request access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date, incomplete or misleading. Contact us at support@urbanshore.com.au and we will respond within a reasonable period. In limited circumstances the law allows us to refuse access; if that applies, we will tell you why in writing.

10. Complaints

If you believe we have mishandled your personal information or breached the APPs, please contact us first using the details below so we can investigate and respond — we take complaints seriously and will reply within a reasonable period. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

11. Changes to this policy

We may update this policy from time to time as our services, technology or legal obligations change. The current version will always be published on this page with its last-updated date.

12. Contact us

UrbanShore
Email: support@urbanshore.com.au
Service areas: Brisbane · Gold Coast · Sunshine Coast, Queensland