Privacy Policy

This policy explains how Vien Dong Tourist Services handles personal information when you use our website, enquire with us, or ask us to lodge a Vietnam visa or passport application. It is written to meet the Australian Privacy Principles in the Privacy Act 1988 (Cth).

Last updated 26 October 2026

Who we are

When this policy says “we”, “us” or “our”, it means Vien Dong Tourist Services.

What this policy covers

It covers personal information we collect through vien-dong.com.au, by phone, by email, in person at our Footscray office, and in the documents you give us so we can prepare or lodge an application.

It does not control how Vietnamese authorities, or any other government agency, handle information after we lodge an application with them. Their handling is governed by their own laws.

The information we collect

Depending on what you ask us to do, we collect:

• Identity and contact details, such as your name, date of birth, nationality, phone number, email address, and postal address.
• Passport and travel details, including passport number, issue and expiry dates, a copy of the passport bio page, and a visa photograph.
• Application details, such as travel dates, purpose of travel, intended port of entry, and details of other travellers you include on the same form, including children.
• Payment details needed to take the fee. Card payments are processed by Stripe. We do not store your full card number on our website.
• Records of calls, emails, and messages you send us about an enquiry or application.
• Technical information such as your IP address, browser type, and pages visited, including through cookies described below.

If you include another person on an application, you confirm that you are allowed to give us their information, and that they know we will use it to lodge that application.

Where a child is included, we collect only what the application requires, and only from a parent or guardian, or from an adult who is authorised to apply for that child.

Why we collect it

We collect personal information so we can:

• review, prepare, and lodge the visa, passport, or related travel application you asked us to handle;
• confirm your instructions and contact you about missing documents, delays, or the outcome;
• take payment and keep the accounting records the law requires;
• protect our site and investigate misuse; and
• meet our legal obligations.

Your files are used to process your application. We do not sell personal information. We do not use passport copies for marketing.

If you do not give us the information an application requires, we may not be able to lodge it.

Passport and identity documents

This is the same standard we state in our FAQs.

• Documents you upload are encrypted in transit and at rest.
• Access is limited to staff who need the file to process that application.
• We follow a strict deletion process at regular intervals.
• Passport information is not held for more than 30 days. After that it is permanently removed.
• Those files are only used to process your visa or passport application.

Please do not send passport images by unsecured social media or public messaging. Use our application form, email to [email protected], or hand documents to us in person.

Who we share information with

We share personal information only as needed for the purpose you asked us to carry out, or where the law requires it. Recipients can include:

• Vietnamese immigration and other official visa or passport channels, so the application can be lodged. This is an overseas disclosure. Once lodged, that authority handles the information under its own law.
• Stripe, to process your card payment. Stripe handles card data under its own terms and privacy policy.
• Providers who host this website, send our email, and store encrypted application files, only so those services can run. They are not permitted to use your information for their own purposes.
• Professional advisers or insurers, if we need them for a legal, insurance, or compliance reason.
• A law enforcement or regulatory agency, if we are required to disclose information, or if disclosure is needed to prevent serious harm.

We do not give your passport file to unrelated businesses, and we do not trade contact lists.

Overseas disclosure

Lodging a Vietnam visa means your application and supporting documents are sent to recipients in Vietnam. That is necessary to do what you have asked us to do, and it may mean your information is not protected by the Australian Privacy Principles once it is held by a Vietnamese authority.

Stripe, Google, and some hosting or email providers may process information outside Australia, including in the United States and other countries. Where we use a commercial provider, we take reasonable steps to ensure they handle personal information appropriately. We cannot control a foreign government authority.

Cookies and advertising

Our site uses cookies and similar tools to keep the site working, to remember a form while you complete it, and to understand visits.

We use a Google tag (Google Ads, ID AW-18537671122) so we can measure advertising and see which visits lead to an enquiry or application. Google may set cookies and receive your IP address and information about the pages you view. Google’s own policy describes how it uses that data: policies.google.com/privacy.

You can block or delete cookies in your browser. The site will still work, but some form and measurement features may not.

How we protect information

• Application uploads are encrypted in transit and at rest.
• The website is served over HTTPS.
• Access to application files is limited to people who need them for that file.
• Card numbers are handled by Stripe, not stored in full on our server.
• Passport information is deleted within 30 days.

No method of transmission or storage is completely secure. If we become aware of a breach that is likely to cause serious harm, we will assess it and notify you and the Office of the Australian Information Commissioner where the Notifiable Data Breaches scheme requires it.

How long we keep information

• Passport copies, passport numbers, and visa photographs: no more than 30 days, then permanently deleted.
• Contact details, application outcome, and payment records: for as long as we need them to finish your matter and to meet tax, accounting, and legal record-keeping duties. We keep those business records only for that purpose, and we do not keep the passport file with them.
• Website logs and cookie data: for a limited period needed for security and advertising measurement.

Access, correction, and deletion

You can ask us for a copy of the personal information we hold about you, ask us to correct it, or ask us to delete it. We will respond within a reasonable time. We may need to confirm you are the person the information is about before we release it.

We will delete passport information within 30 days even if you do not ask. If you ask us to delete other information, we will do so unless we still need it for an open application or for a legal duty, such as a tax record. If we refuse a request, we will tell you why, unless the law says we cannot.

Email [email protected] with the subject “Privacy request”.

Complaints

If you think we have handled your information wrongly, email [email protected]. Include your name, how to reach you, and what happened. We will acknowledge your complaint and tell you the outcome.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au/privacy/privacy-complaints or by phone on 1300 363 992.

Changes to this policy

We may update this policy when our practices or the law change. The date at the top of this page is the date it was last updated. The current version is always the one published on this website.