Privacy Policy

Revilla & Co is operated by Emily Papera, an Australian sole trader, ABN 66 540 873 668. Revilla & Co is a brand only — not a company and not a separate legal entity. Emily Papera is the entity responsible for the personal information described in this policy.

This policy explains what we collect, why we collect it, who we share it with, how long we keep it and how you can access, correct or delete it.

We collect only what we need to plan and support your relocation:

• Contact details — name, email address, phone number and preferred contact method.
• Relocation details — current and destination locations, intended move and arrival dates, visa or residency status you choose to tell us, housing position and budget range.
• Household details — household type, number of adults, number of children and age bands, and whether you are bringing pets or a vehicle.
• Support needs — the areas you tell us you want help with, and anything you write in messages, task notes or free-text fields.
• Account and usage data — sign-in records, portal activity needed to operate your roadmap, and technical information such as IP address and browser type.
• Billing records — subscription and order status, amounts, dates and receipts. See section 6.

We do not accept, request or store identity documents. The portal tracks document readiness only — whether you have obtained a document, not the document itself. There is no upload function anywhere in the portal.

Please do not send us, or type into any field, the following:

• passports, visas, driver licences or other identity documents, or their numbers;
• birth, marriage or citizenship certificates;
• bank account, card or other financial account details;
• tax file numbers, IRD numbers or equivalent government identifiers;
• medical, health or disability records;
• school reports or children's records.

Accessibility and household questions are optional and are asked in general terms so you never need to provide health information. If sensitive information reaches us anyway, we delete it as soon as we identify it and we do not copy it into other systems. You can ask us to delete it immediately by emailing hello@revillaco.com.

We use your personal information to:

• create and personalise your relocation roadmap, checklist and timeline;
• answer your enquiries and provide support;
• deliver the membership, hands-on assistance or managed services you have purchased;
• manage billing, receipts and access to the portal;
• send service messages such as trial reminders and booking confirmations;
• maintain security, prevent misuse and meet our legal and record-keeping obligations.

We do not sell your personal information. We do not use it for advertising or ad targeting, and we do not use advertising pixels or third-party ad trackers on this website.

You give consent when you submit an enquiry, create an account or accept our terms at checkout. We record which version of our terms and privacy policy you accepted and when.

Marketing consent is separate and optional, and never bundled with the consent required to provide the service. You can withdraw any consent at any time by emailing hello@revillaco.com or using the unsubscribe link in a marketing email. Withdrawing marketing consent does not affect service emails you need to receive, such as billing notices.

Payments are processed by Stripe, our payment provider. When you pay, your card details are entered directly into Stripe's payment form.

We never receive, see or store your full card number, expiry date or security code. We store only what we need to manage your account: a Stripe customer and subscription reference, the order or subscription status, the amount, the currency and the date.

Stripe handles your payment information as an independent controller under its own privacy policy, and may process it outside Australia. Stripe is PCI-DSS compliant.

We share personal information only where it is necessary, and only with:

• Service providers that operate our platform — hosting and database, authentication, and transactional email delivery;
• Stripe, for payment processing and billing management;
• Providers you ask us to coordinate with — for example an agent, inspector, mover or contractor. We share only the details needed for that task, and we tell you first;
• Professional advisers or authorities, where required or authorised by law.

Some of these providers store or process data outside Australia, including in the United States and the European Union. We take reasonable steps to ensure they handle your information consistently with the Australian Privacy Principles.

Data is encrypted in transit and at rest. Access to your relocation data is enforced at the database level by row-level security, so one customer's records cannot be read by another customer. Staff access is limited to the accounts that need it for support and delivery.

Internal notes and status history recorded by our team are administrative records and are not shown to customers. Support messages you send are visible to you and to authorised Revilla & Co staff only.

No online service can be completely secure. If a data breach occurs that is likely to cause you serious harm, we will notify you and the Office of the Australian Information Commissioner as required by the Notifiable Data Breaches scheme.

• Active accounts — while your account is open and you are using the service.
• After cancellation — member data and relocation progress are kept for at least 90 days so you can reactivate, then deleted or anonymised unless a longer period applies below.
• Enquiries that do not become customers — up to 24 months, then deleted.
• Financial and tax records — retained for the period required by Australian law, currently at least five years.

You can ask us to delete your data earlier. We will do so unless we are required to keep a record for legal, tax or dispute-resolution reasons, and we will tell you if that applies.

You can:

• update most of your details yourself in Portal → Profile;
• ask for a copy of the personal information we hold about you;
• ask us to correct anything inaccurate or out of date;
• ask us to delete your account and data;
• withdraw consent, including marketing consent.

Email hello@revillaco.com and we will respond within within two business days and complete verified requests within 30 days. We may need to verify your identity before acting on a request.

We use cookies that are strictly necessary to keep you signed in and to keep the portal secure. These cannot be turned off without breaking the service.

We measure how people move through the website using privacy-safe, aggregated event counts. We do not use advertising pixels, cross-site trackers or third-party ad networks, and we do not build advertising profiles.

The portal is for adults. We do not knowingly create accounts for anyone under 18. Where you tell us about children in your household, we ask only for the number of children and their age band so we can plan schooling and childcare steps. We do not collect children's names, records or documents.

If you are concerned about how we have handled your personal information, email hello@revillaco.com with the details. We will acknowledge your complaint within within two business days and aim to resolve it within 30 days.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.

We may update this policy. The current version and its date are shown at the top of this page, and material changes affecting members are communicated by email. This policy forms part of our Terms and Conditions.

Emily Papera, an Australian sole trader, ABN 66 540 873 668, trading as Revilla & Co.

Privacy enquiries: hello@revillaco.com
Support hours: Monday–Friday, 9:00 am–5:00 pm Sydney time, excluding public holidays
Response time: Within two business days
Postal correspondence is available by prior arrangement through hello@revillaco.com