Terms and Conditions
Anna’s Art, Food & Culture
All our Experiences advertise a prospective itinerary, and are subject to modifications that will improve our Experiences; these include changes of venue, local weather amendments, and any other 'out of our control' things that may arise, to ensure our time together is the best it can be! Dealing with local challenges will sometimes affect even our most organised effort.
We have carefully designed the itinerary to include all the most interesting and comfortable spots if the weather and circumstances are to be as expected. Should circumstances prevent us from commencing certain activities, we have plenty of alternate and equally interesting things planned for you. We will remain flexible and adjust the itinerary as needed, for your maximum enjoyment.
We have carefully chosen the best Creative Tuition tutors available for Anna’s Art Food & Culture Experiences. The principle tutor is headlined clearly for each Experience. If circumstances or “out of our control” conditions prevent that principle tutor from performing contracted sessions, a suitable and experienced tutor will be contracted as a replacement. The Experience will not be cancelled or postponed if the principle tutor becomes unavailable before or during the retreat.
You will have an English speaking host contracted by Anna’s Art Food Culture throughout the entirety of the Experience. If circumstances or “out of our control” conditions prevent that guide from performing required tasks, a suitable and experienced guide will be contracted as a replacement. The Experience will not be cancelled or postponed if the principle host becomes unavailable before or during the retreat.
You will have a local guide (local and English speaking) for all public location activities as required by law.
Terms and conditions
1.Reservations:
1.1 A non-refundable deposit of $500.00 per person is required on confirmation in order to secure your reservation.
1.2 The final payment balance is due 120 days prior to departure date. Payments are to made in USD via our secure website payment portal.
1.3 If we do not receive all payments due in full and on time, we are entitled to assume that you have cancelled your booking, and cancellation fees will apply (See “Cancellations” below).
1.4 A Single supplement applies to those who would prefer their own room (unless otherwise stated, most of our Experiences are advertised for solo travellers with no extra charges for a solo room).
2.Accommodation:
2.1 We are not responsible for over-bookings by a third party, as long as we have proof with sufficient written documentation that overbooking has been an error of the third party.
2.2 If the confirmed accommodation is not available for any other reason mentioned under 2.1, we will provide the best possible alternative, in the same class or higher. If such accommodations are not available, we will compensate by upgrading accommodations in another location.
2.3 In case of overbooking by fault of a third party, we will do our best to negotiate a settlement to satisfaction of affected clients (hereinafter also referred to as “Guest”) with third party, but will not be responsible if such settlement cannot be reached.
2.4 Your retreat includes 2/3/4 star accommodation facilities (please see individual Experience information for details). We always choose a locally run homestay, guesthouse or hotel. A pool is not always part of our accomodation.
2.5 The city and/or village and/or accommodation power or water may at times be disrupted. This may mean the power, hot water, cold water, wifi, refrigeration lighting, or air-conditioning may not be available for short or long periods.
2.6 Accommodation in other countries can vary in safety features. Many places will not have non-slip room flooring, bevelled finishes, safety glass or even pathways. Extra care needs to be taken by the Guest at all times.
3.Duration:
3.1 The number of days shown in the itinerary includes the days of Arrival and Departure. Neither are whole days.
3.2 Anna’s Art Food Culture is not responsible for any consequences of delays or change in schedules of airlines, trains, or public bus or boats used in its programs.
3.3 Anna’s Art Food Culture is not responsible for any consequences of delays or change in schedules of airlines, trains, or public bus or boats of a Guests personal travel to the Experience location.
4.Special Requirements:
4.1 Please advise Anna’s Art Food Culture of any special requirements such as Special Meals, Medical Requirements etc., as soon as possible. Certain requirements may not be able to be accommodated.
4.2 Only limited meal options may be available. People with special dietary requirements can sometimes expect difficulties on these Experiences.
4.3 Please understand that depending on the street food or market vendor you may be given very little or no meat/fish. Sometimes vegetarian options are not available (unless you have booked a vegetarian or vegan retreat).
4.4 Food Allergies including mild intolerances to life threatening anaphylactic reactions can not be accommodated by Anna’s Art Food Culture on some of our Experiences. Do not reserve a place nor attend an Anna’s ArtFood Culture Experience unless you have had prior communication directly with us regarding your allergy.
4.5 If you get motion sickness it is imperative that you apply appropriate measures as advised by your doctor as we travel by car and coach sometimes through mountainous roads.
4.6 Leave your expensive jewellery at home, and high heels will not be necessary. A backpack or an “across your body” style small bag is preferable to a handbag.
4.7 Overnight trips to Ethnic Villages will allow Guests to only take a small overnight bag or “cabin” sized bag. If you travel with a large amount of luggage it will not be accommodated on such excursions, and will need to be stored at the previous accommodation at your own expense.
5.Fitness and Health:
5.1 While we believe that age is no barrier, please give special consideration to the fact that medical assistance and public infrastructure can be limited in Vietnam.
5.2 Anna’s Art Food Culture runs Experiences, and we will need to walk to different locations in order to create, eat street food and engage with the local communities.
5.3 You are expected to be able to walk up to 2 kilometres easily and climb stairs (ie up and down to attractions etc). You may be able to opt out of some excursions that require extensive walking or climbing of stairs.
5.4 Guides will endeavour to provide rest stops in your itinerary where possible. Please be advised that some days may have a more physical program than others.
5.5 Sturdy shoes are a must for the often cracked and uneven footpaths of the countries we visit. There will be long periods of physical activity, including walking, climbing of stairs, in/out of boats.
5.6 Participants who will travel with a cane/walking stick may come across difficulties. It is our experience that using a cane/walking stick in these areas where there are rough and uneven surfaces, stairs to climb and high humidity/summer temperatures, becomes difficult.
5.7 The Guest warrants Anna’s Art Food Culture that he/she is reasonably healthy and fit to participate in the Experience and indemnifies Anna’s Art Food Culture from all actions, claims and demands arising from any want of health or fitness.
5.8 Anna’s Art Food Culture reserves the right to terminate the Experience Guests participation in the Experience should the Guest be too ill or unfit in the opinion of Anna’s Art Food Culture’s services to continue the retreat.
5.9 Each Guest will have different medical needs including decisions to be made with travel vaccinations. Please see a health care professional for advice.
5.10 Anna’s Art Food Culture runs non smoking and non drinking Experiences only. If you are a smoker we request you smoke well away from the other Guests, off the properties in which we stay, and do not inconvenience the group in any way. If you are a drinker, we request you see our lists of bars and clubs specific to the Experience you are attending. You are welcome to attend these in your own time, or drink with others at our accomodation.
5.11 There will be long periods of driving on often rural and bumpy roads in vehicles ranging from tour coaches to taxi’s.
6.Weather:
6.1 The Countries we hold Experiences in can vary but predominantly temperatures should be in the low/mid 20's C to mid/high 30’s C. (75-95 degrees F).
6.2 Rainy seasons can bring torrential rains and flooding. Typhoons are known to occur in central Vietnam. The weather is closely monitored and all efforts to maintain our guests safety and comfort are taken into consideration. If the need arises for evacuation please see 16.2
6.3 Heat and humidity affects people in many different ways and a certain level of fitness is required in order to limit the effects. Please discuss how to manage Vietnams tropical summer heat with a health care professional.
6.4 Pack layered clothes to peel off and a raincoat.
6.5 Please see other countries weather conditions and pack accordingly for your specific Anna’s Art Food Culture Experience.
7.Travel Insurance:
7.1 Travel Insurance is compulsory on all overseas Anna’s Art Food Culture Experiences and is a condition of booking. You are strongly recommended to take out cancellation insurance at time of booking which will cover cancellation penalties in certain circumstances (note: such insurance will not cover a change of mind).
7.2 The travel insurance should cover emergency evacuation fees, medical expenses, loss or theft of money and/or property, and should the tour be by canceled by Anna’s Art Food Culture, your insurance should refund you for any pre booked flights.
7.3 Insurance should also cover cancellation fees payable for airline tickets, accommodation, loss of deposit, luggage etc.
7.4 Normal travel insurance conditions apply. (Insurance may not cover trip cancellation due to pre-existing medical conditions). Please read your policy carefully.
7.5 Policy details will need to be provided prior to commencement of the Experience. Failure to do so will mean exclusion from the trip.
7.6 Please ensure you have your policy number and emergency telephone number for your insurance company with you during the Experience.
7.7 You must have valid travel insurance for the entire time you are on the Experience.
8.Cancellation:
8.1 If cancelling prior to final payment the deposit is non-refundable.
8.2 After final payment is received a cancellation fee of approximately 75% applies. This percentage may be less depending on the date of cancellation. A cancellation fee of 100% is applicable within 120 days of travel.
8.3 If cancellation is not due to pre-existing illnesses, your travel insurance may cover most or all of the cancellation fee. Please read your policy carefully.
8.4 Refunds are not made for cancellation of any services which are not used by the Guest due to late arrivals, early departures, no shows, or by choice.
8.5 Should Anna’s Art Food Culture need to cancel the Experience due to unforeseen circumstances or due to none paying participants, Anna’s Art Food Culture will endeavour to refund the participant for the cost of the Experience but not including flights, travel insurance or any equipment purchased for the Experience. This is why it is compulsory for the Guest to have adequate travel insurance as stated in 7.1.
8.6 Following the commencement of your Experience, no refunds will be made for any services which you choose not to use or which you cannot use for any reason other than a reason within our control. If you are not fully and validly vaccinated against Covid-19 in the destination(s) where services are to be provided, and particular suppliers refuse to provide you with travel arrangements, then you agree you will not be entitled to any refund for those arrangements. We will not be responsible to you for any loss or expenses you incur (including loss of enjoyment or the costs of alternative arrangements) if you are denied services in these circumstances.
8.7 Regrettably, cancellation charges and fees cannot be waived. There can be no exceptions. Please note that employees of any overseas or domestic company or staff of Anna’s Art Food Culture outside Australia are not authorised to give any guarantees or agreements to customers in respect of refunds or any other matters.
9.Pricing:
9.1 All prices are shown in USD and are current at the date of writing this itinerary.
9.2 If there is a dramatic fluctuation in the exchange rate or the price of services provided, which are beyond the control of Anna’s Art Food Culture, Anna’s Art Food Culture reserves the right to adjust tour prices accordingly, even though the balance of payment may have been made. This would only happen in unusual circumstances.
9.3 All payments are to be made in the currency indicated on the payment details provided.
9.4 Our prices are inclusive of the cost of research of travel products, arranging, booking and confirming travel services. They also take into account the costs involved in communications to book arrangements on the Guests behalf and the subsequent transfer of payment of such, brochure production, marketing, advertising and web maintenance. No representation is made by Anna’s Art Food Culture to imply that a similar product may or may not be obtained at a lower price. This includes (often significant) work undertaken prior to travel to arrange and coordinate the delivery of your travel arrangements.
10.Exclusions:
10.1 International Airfares, and costs associated with travel to and from the start and end of the retreat.
10.1 Visa (compulsory), Travel insurance (compulsory), excess baggage, extra meals, laundry, drinks, items of a personal nature, mini bar expenses, tips/gratuities and international departure taxes.
10.3 Optional excursions or activities that may be offered but are not included in the Expereience price. Spa treatments and any items not specified.
10.4 Any changes Guests choose to make during the Experience.
10.5 Anything not mentioned in the “included” list.
10.6 Some meals, drinks and alcohol.
11.Itinerary Validity and Content:
11.1 This itinerary is valid for the period of 2024, 2025 & 2026 unless otherwise specified. Every effort has been made to ensure accuracy. Anna’s Art Food Culture shall not be liable for any injury, damage or loss caused by any inaccuracy.
11.2 Anna’s Art Food Culture reserves the right to change Experience arrangements or accommodations due to safety or security reasons, and will endeavour to provide alternative arrangements of the same standard as that originally booked.
11.3 Anna’s Art Food Culture reserves the right to contract alternative Experience leaders and tutors to those originally scheduled if circumstances prevent the original persons to participate.
11.4 Anna’s Art Food Culture will endeavour to provide alternative persons of the same standard and experience as that originally booked should 11.3 need be taken.
12.Disclaimer:
12.1 Anna’s Art Food Culture is not a carrier or hotelier, nor do we own aircraft, hotels or coaches. The services Anna’s Art Food Culture supplies consist of arranging and coordinating accommodation, tours and transfers, making bookings and issuing vouchers to be redeemed by suppliers if necessary.
12.2 We exercise every care in the selection of reputable airlines, tour operators, coach operators, hotels and other suppliers of the various travel services which are used in these Experiences. It is important to note, therefore, all bookings with Anna’s Art Food Culture are subject to the terms, conditions and limitations of liability imposed by the service providers whose services we utilise, some of which limit or exclude liability in respect of death, personal injury, delay and loss or damage of baggage. Because of this Anna’s Art Food Culture does not accept liability for events beyond our control nor liability for accidents incurred due to actions taken at your own risk.
13.Liability:
13.1 Under the Trade Practices Act and other legislation, consumers have the right to compensation if services are not provided with due care and skill or if services are not reasonably fit for a particular purpose made known to the Guest. This right cannot be excluded. However, Anna’s Art Food Culture advises you that the services it renders under this agreement are the booking and packaging of services provided by others, such as restaurants.
14.Complaints:
14.1 If a Guest in our services has a complaint, it must be communicated to Anna’s Art Food Culture. Any complaint not reported to us locally, will not be taken in consideration at any later stage.
14.2 If a complaint is reported by a Guest and cannot be resolved locally, our Tour Operator will be notified and it will be handled between our companies.
14.3 It is unlikely that complaints cannot be settled amicably between us. However, should there be disputes, we reserve the right to limit and offer any goodwill refund.
14.4 If we have followed the program as confirmed to you, and provided for all services therein mentioned, and the traveler is not satisfied with services provided by our staff (driver, guides, tour leaders) or our suppliers (such as third-party tour suppliers, cruises, accommodations etc.) we reserve the right to limit refunds to a maximum of 10% of fees paid to us for the complaining Guests program.
15.Travel Documents:
15.1 It is the Guests responsibility to obtain passports, visas, health certificates or other travel documents according to government requirements.
15.2 It remains the Guests responsibility to ensure that these documents are in order and to meet any additional costs incurred as a result of failure to comply with such requirements.
15.3 It is also Guests responsibility to obtain any vaccinations that may be required to travel.
15.4 All pre-travel documentation is the Guests responsibility. It should be finalised one month before departure.
15.5 Guests will need to check specific requirements for the country of the Anna’s Art Food Culture Experience for the passport that you hold, according to government regulations.
15.6 It is the Guests responsibility to adhere to local and international Covid governance. Anna’s Art Food Culture shall not be responsible for breaches, or missed opportunities due to the Guests failure to adhere to such.
16. Illness or Vaccination Status preventing Travel:
16.1 If due to any illness, suspected illness or failure to satisfy any required tests (such as a PCR or rapid antigen test in relation to Covid-19 or vaccination requirements):
an airline or other common carrier refuses you carriage;
a hotel or vessel refuses to accommodate you; or
we or our suppliers (acting reasonably) exclude you from the trip and you are consequently prevented from commencing or continuing your Experience, then:
if you have already commenced your Experience, we will provide you with reasonable assistance to arrange alternative travel arrangements or to continue the trip. This will be at your cost.
if you have not commenced your Experience then we regret we will not be in a position to provide such assistance.
16.2 We will not be liable to refund the cost of your Experience (or any part of it) because we would have already paid (or committed to pay) suppliers and we would have already performed significant work preparing for the delivery of your trip and servicing your booking.
16.3 We will not be responsible for any loss or other costs you incur in connection with your booking (for example, airfares and visa expenses) if you are prevented from commencing or continuing your trip in these circumstances.
16.4 Covid-19 credit redemptions.
If: (a) we issued you with a credit due to your original travel arrangements being disrupted by Covid-19 and associated restrictions; and (b) you have redeemed that credit for new travel arrangements; then (c) you agree that we will not be obliged to refund you the value of the credit if you cancel your new travel arrangements.
If you cancel travel arrangements that have a value which exceeds the value of your credit (Excess Payment), then we will refund you the Excess Payment, less cancellation fees in accordance with the list below, calculated from the date which we receive written notice of cancellation:
More than 60 days prior to departure - refund of Excess Payment
Between 59 and 40 days prior to departure; 25% of Excess Payment
Between 39 and 30 days prior to departure; 50% of Excess Payment
29 days or less prior to departure; 100% of Excess Payment
Any 'no show'; 100% of Excess Payment
17.Force Majeure:
17.1 Anna’s Art Food Culture defines Force Majeure as: an event or events beyond our control and which we could not have reasonably prevented, and includes but is not limited to, (a) natural disasters (including not limited to flooding, fire, earthquake, landslide, volcanic eruption), adverse weather conditions (including hurricane or cyclone), high or low water levels; (b) war, armed conflict, industrial dispute, civil strife, terrorist activity or the threat of such acts; (c) epidemic, pandemic; (d) any new or change in law, order, decree, rule or regulation of any government authority (including travel advisories and restrictions).
17.2 The Guest, and her agent warrants that Anna’s Art Food Culture and its subsidiaries shall not be responsible and/or liable for costs or missed opportunity due to changes and /or cancellations in the program, or part(s) thereof due to Force Majeure.
17.3 Force Majeure - Prior to travel: If in our reasonable opinion we (either directly or through our employees, contractors, suppliers. or agents) consider that your travel arrangements cannot safely or lawfully proceed due to a Force Majeure Event then we at our discretion may elect to:
reschedule your travel arrangements (in whole or in part); and/or
cancel your travel arrangements (in whole or in part), in which case our contract with you will terminate (in whole or in part).
If we cancel any of your travel arrangements, neither of us will have any claim for damages against the other for the cancelled arrangements. However, we will refund payments attributable to the cancelled travel arrangements less: (a) unrecoverable third-party costs and other expenses incurred by us for the cancelled travel arrangements; (b) overhead charges incurred by us relative to the price of the cancelled travel arrangements; and (c) fair compensation for work undertaken by us in relation to the cancelled travel arrangements until the time of cancellation and in connection with the processing of any refund.
17.4 Force Majeure - During travel: If due to Force Majeure we cancel travel arrangements after your trip has commenced, we will provide you with a refund of recoverable third-party costs for cancelled travel arrangements only.
17.5 Force Majeure - General: If we provide you with any alternative services or assistance where travel arrangements are cancelled or rescheduled due to Force Majeure, then you agree the amount to be refunded to you will be reduced by the value of these services and assistance.
You acknowledge that the terms in this section are reasonably necessary to protect our legitimate business interests. We strongly encourage you to purchase travel insurance that adequately responds to cancellation and rescheduling risks associated with Force Majeure events.
18. Other cancellations:
18.1 Minimum Numbers: Anna’s Art Food Culture reserves the right to cancel or vary a tour prior to departure due to insufficient numbers. We will advise you no less than 120 days prior to your tour commencement if minimum numbers have not been achieved.
18.2 If we cancel your travel arrangements for reasons other than Force Majeure, you will be offered (at your election) a refund of all funds paid, or the offer of a trip of substantially equal quality if appropriate. We will not be responsible to you for any other expenses or loss you incur if your travel arrangements are rescheduled or cancelled whether or not due to Force Majeure.
18.3 If we cancel your travel arrangements, neither party will have any claim for damages against the other. However, we will refund payments made by you less unrecoverable third-party costs and less fair compensation for work undertaken by us up until the time of termination and in connection with the processing of any refund.
19. Cancellation due to Government or Public Health Authority:
19.1 If you are ordered into a period of quarantine by a government or public health authority as a mandatory directive for any reason and this requires you to cancel or amend your travel arrangements with us within 120 days of your departure date, Anna’s Art Food Culture will not be liable for any third-party costs, cancellation fees or prepaid arrangements such as (but not limited to) airfares and cruise ship bookings.
19.2 We will not be responsible for any additional cost incurred to you while on tour if you are instructed by a government or public health authority to enter into a period of quarantine or to return home early, this includes any extra accommodation costs or amendments to your onward travel arrangements.
19.3 Anna’s Art Food Culture will endeavour to recover as much of your funds as we can on your behalf, or negotiate a credit for future use, should a disruption to your tour arrangements occur due to a government or public health authority directive.
19.4 Anna’s Art Food Culture highly recommends you investigate and secure travel insurance options that best suit your individual circumstances, including any applicable to pre-existing medical conditions and world events.
20. Booking Contract:
20.1 The first named person on a booking contract ("Lead Traveller") promises that they are authorised to request a booking subject to these Terms & Conditions by all persons named in the booking request and by the parents or guardians for any party member who is under 18 when the booking contract is made. The Lead Traveller is responsible for making all payments due under a booking by all party members. The Lead Traveller must be at least 18 when the booking is requested. After we receive your booking contract and all appropriate payments, if the arrangements you wish to book are available, we will issue a confirmation invoice. A binding agreement will come into existence between us when we email your confirmation invoice to the 'Lead Traveller' or the travel agent through whom the booking was requested. We reserve the right to decline any booking at our discretion.
21. Privacy Policy:
21.1 Our privacy commitment
Anna’s Art Food Culture is committed to protecting the privacy of your personal information. We manage your personal information in an open and transparent way.
Anna’s Art Food Culture will only use your personal information when it is necessary for us to deliver you a service or perform other necessary business functions and activities.
Anna’s Art Food Culture will not use or disclose your personal information for purposes unrelated to the services we provide, unless we first obtain your consent.
Where we can, we will allow you to deal with us anonymously or by using a pseudonym. However, in some circumstances, this may not be possible, and Anna’s Art Food Culture may need to collect personal information from you to provide you with a delivery or other service. In some cases, if you do not provide the required personal information we will not be able to provide you with a service.
21.2 Our privacy obligations
Anna’s Art Food Culture is bound by privacy laws which regulate how we may collect, use, disclose and store personal information. These laws also specify how individuals may access and correct personal information held about them.
“Personal Information” means information or an opinion about an identified individual (or an individual who is reasonably identifiable), whether true or not, or recorded in a material form or not. For example, these types of information could include your name, contact details, age and other information.
In this policy ‘we’, ‘us’, ‘our’ and ‘Art Food Culture’ refers to Anna’s Art Food Culture (ABN 728 521 715 35).
If you have any questions regarding Anna’s Art Food Cultures’ Privacy Policy, please contact us via email to artfoodculture@artfoodculture.com. If you would like Anna’s Art Food Culture to send you a copy of this policy, please contact us and we will do so. By visiting our websites and/or providing your personal information to us, you consent to the terms and conditions in this Policy, unless you tell us to the contrary by contacting our Privacy Contact Officer.
This privacy policy is effective from October 2017. From time to time, our privacy policies and procedures will be reviewed and, if appropriate, updated.
21.3 How and why does Anna’s Art Food Culture collect and hold your personal information?
Anna’s Art Food Culture will only collect personal information about you by lawful and fair means, and not in an unreasonably intrusive manner.
It is Anna’s Art Food Cultures’ usual practice to collect personal information about you (and possibly about your family) directly from you when you:
make an inquiry via our website;
request a brochure (via e-mail, telephone, our website, third party websites and expos);
request a quote;
making a booking or reservation;
subscribe to our newsletter or to receive other marketing;
provide your personal details at a travel show;
enter a competition;
complete surveys or provide other feedback; or
contact us by telephone, via mail, e-mail or online.
register, login or access online customer portal, ‘My Art Food Culture’
In some circumstances, it may be necessary for us to collect personal information about you from a third party. This includes where a person makes a travel booking on your behalf (e.g. a family or group booking). Where this occurs, we will assume you have consented to your personal information being collected by us and to us handling it in accordance with this Policy. If you provide us with information about other people travelling with you (for example, family members or travelling partners), you should make them aware of this Policy and any privacy collection notices we provide you.
Our online customer portal, ‘My Art Food Culture’ collects and displays information of all travellers listed on a single booking reference.
Information submitted under the booking reference can be viewed/accessed by registered members of the travelling party once logged in.
You should let us know immediately if you become aware that your personal information has been provided to us by another person without your consent.
Anna’s Art Food Culture only collects personal information for purposes that are directly related to our business activities, and only when it is necessary for or directly related to such purposes. We also collect personal information related to employment services, human resource management, and other corporate service functions.
If we receive information about you from a third party, and it is not information we need in respect of our business activities, we will destroy or de-identify that information (provided it is lawful to do so).
21.4 What kind of personal information does Anna’s Art Food Culture collect and hold?
Any personal information that you provide to us is collected and managed by Anna’s Art Food Culture.
If you provide your personal information to a third party via a link from the Anna’s Art Food Culture website, that information is collected and managed by those third parties. Once you have used these links to leave our site, please note that we do not have any control over the third party site. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites, which are not governed by this Policy. You should familiarise yourself with their Privacy Policy prior to deciding whether you wish to provide them with your information.
The types of personal information Anna’s Art Food Culture may collect includes (but is not limited to) your:
name;
date of birth;
gender;
marital status and family details;
residential address;
email address;
contact telephone numbers;
dietary/ medical requirements;
identification details (including passport scans);
insurance coverage details;
loyalty program details (e.g. frequent flyer numbers);
testimonials or opinions;
photos of you or your family;
financial information including credit card details;
written or verbal contact with Art Food Culture, including voice recordings of telephone;
conversations you have had with our employees; and
activities, including but not limited to family, lifestyle and other interests.
In some circumstances, we may collect personal information from you which is regarded as sensitive information. Sensitive information includes any information about a person’s racial or ethnic origin, political opinion, membership of a political association, religious beliefs or affiliations, philosophical beliefs, membership of a professional or trade association, membership of a trade union, sexual orientation or practices, criminal record, health information, biometric information that is to be used for the purpose of automated biometric verification or biometric identification or biometric templates.
We will only collect sensitive information about you with your consent and where reasonably necessary for, or directly related to, one or more of our functions or activities (e.g. to make travel arrangements on your behalf). Where you provide sensitive information to us, you consent to us using that sensitive information for the purpose for which it was collected. For example, if you provide health information to us in connection with a travel insurance application you would like to make, you consent to us using and disclosing that health information in connection with arranging that travel insurance on your behalf.
21.5 How does Anna’s Art Food Culture use your personal information?
We use your personal information for a variety of reasons including to:
provide services and products to you;
answer your inquiries and deliver customer service to you;
tell you about products or services that we think may be of interest to you;
maintain and improve our customer services;
meet our legal obligations;
consider making offers for employment purposes;
manage and resolve any legal or commercial complaints and issues;
carry out internal functions including training; and
conduct marketing research and analysis.
Whilst you may opt not to provide us with your personal information, you should be aware that - without this personal information, we may not be able to provide you with some of the services and/or products you are seeking.
21.6 In what circumstances will Anna’s Art Food Culture disclose your personal information?
In the course of conducting our business and providing our products and services to you, we may disclose your personal information. We only disclose personal information for the purposes for which it was given to us, or for purposes which are directly related to one of our functions or activities (e.g. for making travel and related arrangements). We do not give it to anyone else unless one of the following applies:
you have consented to the disclosure;
you would reasonably expect, or have been told, that your information is passed to those individuals, bodies or agencies; or
it is otherwise required or authorised by law.
Your information will only be shared with third party suppliers (e.g. for the purposes of distribution of promotional material) after we have taken all reasonable steps to ensure that they do not breach privacy requirements in relation to that information.
21.7 Who do we disclose your personal information to?
We may disclose your personal information to:
another Anna’s Art Food Culture business or entity (including Anna’s Art Food Culture Experiences and to our general sales agents in Vietnam.
suppliers of products or services which you have selected (such as airlines, tour operators, car hire operators, hotels and insurance providers);
third party travel service providers who assist in fulfilling the booking you have made;
third parties when we contract out some of our functions and activities e.g. our mailing house. In these circumstances we prohibit third parties from using your personal information, except for the specific purpose for which we supply it;
to comply with our legal obligations and any applicable customs/immigration requirements relating to your travel;
professional advisers (such as lawyers or auditors);
payment systems operators and financial institutions;
organisations authorised by Anna’s Art Food Culture to conduct promotional, research or marketing activities;
upon lawful request from law enforcement agencies or government authorities (such as to the Department of Foreign Affairs and Trade in the event of an emergency); and any persons acting on your behalf including those persons nominated by you, executors, trustees and legal representatives.
In all circumstances where your personal information is disclosed, we will take all steps reasonable to ensure that these third parties undertake to protect your privacy.
21.7 Direct marketing
We are committed to compliance with all laws and requirements relating to the use of your personal information for marketing purposes. We will only use or disclose your personal information for direct marketing purposes if you have provided your information for that purpose (and you would expect us to use the information for that purpose), or if you have provided consent for your information to be used in this way.
From time to time, we may contact you with information about products and services offered by us and our related entities and our business partners, which we think may be of interest to you. When we contact you it may be by mail, telephone, email or SMS.
Where we use or disclose your personal information for the purpose of direct marketing, we will:
allow you to request not to receive direct marketing communications (also known as ‘opting-out’); and
comply with your request to ‘opt-out’ of receiving further communications within a reasonable timeframe.
If you do not wish to be contacted by Anna’s Art Food Culture, please contact us via email to artfoodculture@artfoodculture.com.
21.8 Does Anna’s Art Food Culture disclose your personal information to overseas recipients?
In some circumstances, Anna’s Art Food Culture may disclose your personal information to overseas recipients. If this occurs, we take steps as are reasonable in the circumstances to ensure that the overseas recipient does not breach the relevant privacy laws in relation to that information. We may send your personal information to our overseas partners by e-mail to facilitate travel arrangements. For example, we may send your information to our partners (such as hotels) to book other services e.g. trains, flights etc.
We may share personal information with our overseas businesses. We also send personal information to our operators to facilitate bookings. We deal with many different service providers all over the world, so it is impracticable for us to set out in this Policy all of the different countries to which we may send your personal information. However, if you have any specific questions about where or to whom your personal information will be sent, please contact us via email to artfoodculture@artfoodculture.com.
Sometimes we use third party platforms to deliver information. These are sites hosted and managed by organisations other than ourselves, and some of these sites are hosted overseas. Anna’s Art Food Cultures’ e-mail marketing platform is maintained in the United States.
21.9 Use of Government Identifiers
Anna’s Art Food Culture will not use Government Identifiers, such as Medicare numbers, or a driver’s licence number as its own identifier of individuals.
21.10 Data quality and Security
We will take all reasonable steps to ensure that your personal information is stored securely and is protected from misuse and loss and from unauthorised access, modification or disclosure.
The personal information that we collect about you is stored on our database server managed by Anna’s Art Food Culture, and its collection, storage, use and disclosure is governed by the terms of the Privacy Act 1988.
This includes a range of systems and communication security measures, as well as the secure storage of any hard copy documents. In addition, access to your personal information will be restricted to those properly authorised to have access.
We keep your personal information for as long as it is required to provide you with the products you requested from us and to comply with legal requirements. If we no longer require your personal information for any purpose, including legal purposes, we will take reasonable steps to securely destroy or de-identify your personal information.
Information is stored in our reservation system or on our server. Overseas partners have their own individual systems to facilitate booking arrangements.
If you believe that your personal information is not accurate, complete or up to date, please contact us via email to artfoodculture@artfoodculture.com.
21.11 Website usage
Our website is professionally hosted and operates in a secure environment. You should however be aware that there is always an inherent risk in transmitting your personal information via the Internet.
21.12 Cookies
Cookies are pieces of information that a website transfers to your computer for record-keeping purposes. The information collected may be used by Anna’s Art Food Culture to improve your experience on our website. If you visit an area of the website where you are not required to log on, to read, browse or download information, our system will record the date and time of your visit to our site, the pages viewed and any information downloaded. However, our system will not record any personally identifiable information about you without your consent.
If you complete an online form on our website, the information that you enter on that form will only be collected if you actually submit the form to us. If you change your mind and do not submit the information, any information you have entered up to that point will not be collected by our system and will be discarded (note that if your browser has an “auto complete” function, it might automatically fill in the form again the next time you visit that page).
Any personal information that you actually submit to us using our website or in an e-mail will only be used in accordance with this privacy policy.
21.13 Google Analytics
When you visit certain sections of our website, Google Analytics, a website analytics service provided by Google, Inc (“Google”), will place cookies on your computer’s browser. The information generated by the cookies about your use of our website is transmitted to Google. This information is then used for the purpose of compiling statistical reports to enable us to measure and analyse the number of visits to our website and its pages, the average time spent on the site and the pages viewed. We will not (and will not allow any third party to) use Google Analytics to track or to collect any personal data of visitors to our website. We will not associate any data gathered via use of cookies with any personal data from any source as part of our use of Google Analytics.
21.14 Online pricing
Anna’s Art Food Culture endeavours to ensure the accuracy of our website pricing and content. In the case of a technical based pricing or content error, we reserve the right to cancel or refund the mistaken purchase price to you.
If you come across what you believe to be a technical error or inaccuracy of our content please notify us at artfoodculture@artfoodculture.com.
Links to third party sites
Whilst links to third party websites are provided on our website, we are not responsible for the content or practices of these third party websites.
These links are provided for your convenience and do not represent Anna’s Art Food Cultures’ endorsement of any linked third party website. We recommend that you check the privacy policies of these third parties prior to providing them with your personal information.
No links may be made to this website without our prior written consent. Applications for consent must be made to artfoodculture@artfoodculture.com.
21.15 How you can access or correct your personal information
You can request access to the personal information we hold about you at any time, and we will provide you with that information unless we are prevented by law from giving it to you.
If we are unable to give you access to the information you have requested, we will give you reasons for this decision when we respond to your request.
You will not be charged for accessing your information, although we might have to charge the reasonable cost of processing your request, including photocopying, administration and postage. We will advise you of any fee payable before we process your request.
If you believe that your personal information is not accurate, complete or up to date, please contact us via email to artfoodculture@artfoodculture.com we will take reasonable steps to correct this information.
21.16 Complaints Handling Policy
At Anna’s Art Food Culture we are committed to ensuring that complaints are dealt with efficiently and fairly. We wish to work in a cooperative and productive way with our customers and staff to ensure that complaints are handled to the satisfaction of the complainant and our company.
To do so, we have developed a complaints handling procedure that will be followed by our staff:
with fairness – to both the complainant and our company, or the person against whom the complaint is made; and
with adequate resources – to ensure that the matter is resolved efficiently and to our customer’s satisfaction
In order to ensure that we properly understand your complaint, we will require you to provide this to us in writing with as much relevant information as possible. This will be recorded and will be passed on to an appropriate person for action.
We endeavour to provide detail as to the steps taken to investigate your complaint and will suggest an appropriate time frame for when fair and reasonable remedies will be advised in order to resolve the situation. This is a process that can take time, as there are various parties that we may need to liaise with.
We demonstrate our commitment to complaints handling by publishing this policy so that consumers are aware of our approach and also by making a copy of this policy available to consumers, staff and any other interested parties upon request. If you require further explanation of this policy, we will be pleased to do so upon request.
To assist us with our goal of continuous improvement, we will keep a record of all complaints made and the outcome. This will allow us to appropriately deal with any systemic or recurring problems that may occur within our company.
If you are dissatisfied with the handling of your complaint, you may seek a review of the matter by contacting our Compliance Officer on +610490345782
How you can notify us of a privacy concern or contact our Privacy Contact Officer
If you:
have queries, concerns or complaints about the manner in which your personal information has been collected or handled by Art Food Culture; or
would like to request access to or correction of the personal information we hold about you:
21.17 Please contact us via email at artfoodculture@artfoodculture.com. If you consider your privacy concerns have not been resolved satisfactorily by us, or you wish to obtain more information on privacy requirements, you can contact The Office of the Australian Information Commissioner on 1300 363 992 or visit their website at oaic.gov.au.
22.Amendment to Terms and Conditions:
22.2 We reserve the right to amend these terms and conditions at any time.
23. Contact Information:
23.1 Anna’s Art Food Culture is contactable via email and phone.
email: artfoodculture@artfoodculture.com
phone: +61 0490 345 782
Buisness Address: Union Road, Penrith, 2750, NSW, Australia.