Privacy Policy

Information We Collect

We collect personal information that is reasonably necessary to provide our dining, bar, private event, and in-venue poker experiences, and to operate our restaurant safely and efficiently.

Information you provide directly

This includes information you choose to share with us when you:

• Make a reservation or booking request (in person, by phone, via email, or through our website)
• Submit an enquiry regarding private events, group bookings, or poker nights
• Join a waitlist or register interest for specific in-venue events
• Sign up to receive updates, news, or special offers from the venue
• Provide feedback, compliments, or complaints

The personal information we may collect in these situations can include:

• Contact details such as your name, phone number, email address, and (optional) postal or billing address
• Reservation and booking details including preferred date and time, party size, seating preferences, special occasions, poker table or event type, and any notes you choose to provide
• Event and function information such as company or group name, event purpose, estimated spend, and catering or beverage selections
• Dietary and accessibility needs such as allergies, dietary preferences, and mobility requirements you choose to share, so we can host you safely and comfortably
• Communication preferences including your choices regarding marketing emails, SMS confirmations, and reminder messages

Information collected automatically

When you visit http://theflopandflame.com, we may collect basic technical information to help us understand how guests use our site and to maintain website performance. This can include:

• Device type, operating system, and browser type
• Pages viewed, time spent on pages, and referring websites
• Approximate location based on your IP address (for example, city or region)
• Date and time of your visit and general usage patterns

This information is usually collected in an aggregated or de-identified form and does not personally identify you, unless combined with other identifiable details you provide.

Sensitive information

We do not generally seek to collect sensitive information (such as health or biometric data). The main exception is where you choose to share information about allergies or accessibility requirements so that we can safely accommodate your visit. We handle this information respectfully and only for the purpose for which you provided it.

How We Use Your Information

We use your personal information to operate Theflopand Flame as a premium hospitality venue, to deliver a smooth guest experience, and to meet our legal and regulatory obligations in Australia.

Core hospitality purposes

• Managing reservations and bookings for dining, bar service, private events, group functions, and in-venue poker nights
• Confirming and updating your booking, including sending confirmation messages, reminders, or updates if service conditions change
• Responding to enquiries about menus, dietary requirements, accessibility, poker event formats, and private function packages
• Arranging seating and service so our team can prepare for your arrival, party size, and any stated preferences

Service quality and operations

• Improving our service by reviewing feedback, compliments, and complaints, and refining our food, beverage, and in-venue poker offerings
• Training our team using anonymised or limited data where appropriate to maintain high standards of hospitality and responsible service
• Maintaining venue safety including enforcing house rules, age restrictions, and responsible participation in our hosted poker nights

Marketing and communication

With your consent, or where otherwise permitted by law, we may use your details to:

• Send curated updates about seasonal menus, special events, or poker evenings hosted at the venue
• Share information about private dining packages, corporate entertainment nights, or full venue hire
• Provide post-visit follow-ups, such as thank-you messages or invitations to provide feedback

You can opt out of marketing communications at any time by following the instructions in our messages or by contacting us directly.

Legal, regulatory, and business purposes

We may also use your information as reasonably necessary to:

• Comply with Australian laws and regulations, including obligations related to record-keeping, taxation, liquor licensing, and responsible conduct of in-venue poker entertainment
• Prevent, investigate, or manage incidents of fraud, security issues, or unlawful conduct at our venue
• Protect our legitimate business interests, while always balancing these with your privacy rights

Storage and Security of Data

We take reasonable steps to keep the personal information we hold accurate, up to date, and secure, in line with the Australian Privacy Principles and good hospitality-industry practice.

How we store your information

Your information may be stored in a combination of secure physical files and digital systems. These can include:

• Reservation and booking platforms used solely for managing venue bookings
• Secure email and communication tools used by our team
• Limited, access-controlled internal systems used for event planning and guest management

Where we use reputable third-party providers (for example, for reservation management or email hosting), we select partners who apply appropriate technical and organisational security measures.

Security measures

While no system can be guaranteed as completely secure, we apply safeguards that may include:

• Access controls so that only authorised team members can view or update guest information relevant to their role
• Password protection and, where supported, multi-factor authentication on key systems
• Reasonable protection against unauthorised access, modification, disclosure, or loss of data

Data retention

We keep personal information only for as long as it is reasonably required for the purposes outlined in this policy, or as otherwise required by Australian law. When information is no longer needed, we take reasonable steps to securely destroy or de-identify it.

Sharing of Information

We do not sell your personal information. We only share it in limited circumstances that support our operations, deliver our services, or meet our legal obligations.

Third-party service providers

We may share personal information with carefully selected third parties who assist us with:

• Reservation and table management systems
• Email and communication delivery platforms
• Payment processing for in-venue transactions (where customer details are required)
• Website hosting, maintenance, and analytics

These providers are only given access to the information they need to perform their services, and they are required to handle that information in line with applicable privacy obligations.

Regulatory and legal requirements

We may disclose personal information where required or authorised by law, such as:

• To law enforcement agencies, regulatory bodies, or government authorities upon valid request
• To meet obligations linked to liquor licensing, responsible service of alcohol, and in-venue poker entertainment regulations
• To manage or respond to a serious incident, safety concern, or legal claim involving our venue

Business changes

In the unlikely event of a significant business change (such as a sale or reorganisation of the venue), guest information may be transferred as part of that process. Where practicable, we will take reasonable steps to ensure the recipient honours this Privacy Policy or a substantially similar standard of protection.

Cookies and Online Tracking

Our website may use cookies and similar technologies to support essential site functionality, enhance your browsing experience, and understand how visitors engage with our content.

What are cookies?

Cookies are small text files stored on your device when you visit a website. They can help a site remember your preferences, keep pages functioning correctly, and provide aggregated insights about site usage.

Types of cookies we may use

• Strictly necessary cookies that enable core functionality such as secure browsing and basic site performance
• Performance and analytics cookies that help us understand which pages are most visited, how guests arrive at our site, and how we can improve navigation and content

Any analytics information we review is generally aggregated and does not personally identify you.

Managing cookies

You can manage or disable cookies through your browser settings. Please note that blocking certain cookies may impact how some parts of our website function.

For more information about specific cookie types used on our site and how they relate to marketing or analytics, please see our Cookie Policy.

Your Rights and Choices

As a guest of Theflopand Flame, you have important rights in relation to your personal information, subject to certain limitations under Australian law.

Access and correction

• You can request access to the personal information we hold about you.
• If any of your details are inaccurate or incomplete, you can ask us to update or correct them.

We may ask you to verify your identity before providing access or making changes, to help protect your privacy.

Marketing preferences

You can manage your preferences regarding marketing communications at any time by:

• Using the unsubscribe or opt-out options included in our messages, where available
• Contacting us directly using the details in the Contact & Policy Updates section

Even if you opt out of marketing communications, we may still contact you with essential information relating to your reservations, private events, or in-venue poker bookings.

Deletion and restriction

In some circumstances, you may ask us to delete or de-identify your personal information, or to limit how we use it. We will assess these requests in line with the Australian Privacy Principles and our legal obligations (for example, record-keeping requirements for licensing or taxation).

Concerns and complaints

If you have concerns about how your personal information has been handled, we encourage you to contact us first so we can work with you to resolve the issue. If you are not satisfied with our response, you may also have the right to contact the Office of the Australian Information Commissioner (OAIC).

Contact & Policy Updates

If you have any questions about this Privacy Policy, wish to exercise your privacy rights, or would like to raise a concern about how we handle your information, please contact us using the details below.

Policy updates

We may update this Privacy Policy from time to time to reflect changes in our venue operations, legal requirements, or the technologies we use.

When we make significant changes, we will adjust the "Last updated" date at the top of this page and, where appropriate, highlight the update on our website or through direct communication.

Offline venue focus

Theflopand Flame operates as a physical restaurant, bar, and entertainment venue. All poker activities described on this site relate to in-person, hosted poker nights held at the venue only. We do not provide online gambling, digital betting accounts, or remote wagering services.

Participation in our in-venue poker nights is restricted to guests aged 18 years and over and is always subject to venue rules, booking conditions, and applicable Australian regulations. We encourage all guests to participate responsibly and to contact us if they have any questions about our approach to responsible entertainment.