Privacy Policy
At Local Experiences and affiliated and partner websites, we provide unforgettable moments for our worldwide customers. Looking after the personal data you share with us is an important part of this. We want you to be confident that your data is safe and secure with us, and understand how we use it to offer you a better and more unique and inspiring experience. We are committed to doing the right thing when it comes to how we collect, use and protect your personal data. Your privacy matters to us, so please do take the time to read this privacy notice which lets you know what happens to any personal data that you give to us or any that we may collect from or about you. This policy applies to all services and instances where we collect your personal data.
This privacy notice explains:
• What types of personal data we collect and why we collect it;
• When and how we may share personal data within the Local Experiences organization and
with other organizations;
• The choices you have, including how to access and update your personal data.
Changes to this privacy notice
We may change this privacy notice from time to time by updating this page in order to reflect changes in the law and/or our privacy practices. We encourage you to check this privacy notice for changes whenever you visit our website.
Personal data we may collect
When you register for or book any services via our website, you may provide us with:
● Your personal details, including your full name, date of birth, gender, address, email address and phone number;
● Your nationality, if needed for the product or service;
● Information about your health or if you are a vulnerable customer and require special assistance;
● Your account login details, such as your username and the password you chose.
When you browse our websites or use our mobile apps, we may collect:
● Travel preferences;
● Information about your browsing behaviour on our websites and mobile apps;
● Information about when you click on one of our adverts, including those shown on other organisations’ websites;
● Information about the way you access our digital services, including operating system, IP address, online identifiers and browser details’;
● Social preferences, interests and activities.
When you buy our products online we may collect:
● Customer information including ID document details;
● Relevant medical data and any special, dietary, religious or disability requests;
● Information about your purchases, including what you bought, when and where you bought it, how you paid for it and credit or other payment information;
● Information about your browsing behavior on our websites and mobile apps;
● Information about when you click on one of our adverts, including those shown on other organizations' websites; ? Information about the way you access our digital services,
including operating system, IP address, online identifiers and browser details;
● Social preferences, interests and activities.
When you contact us or we contact you or you take part in promotions, competitions,
surveys or questionnaires about our services, we may collect:
● Personal data you provide when you connect with us, including by email, post and phone or through social media, such as your name, username and contact details;
● Details of emails and other digital communications we send to you that you open, including any links in them that you click on;
● Your feedback and contributions to customer surveys and questionnaires.
Other sources of personal data:
● We may use personal data from other sources, such as specialist companies that supply information, retail partners and public registers;
● Your insurance company, their agents and medical staff may exchange relevant personal data and special categories of personal data with us in circumstances where we/they need to act on your behalf or in the interest of other customers or in an emergency;
● If you log-in using your social network credentials to connect to our platforms and online services e.g. Facebook, Google+ and Twitter, you will agree to share your user details with us. For example, your name, email address, date of birth, location and any other information you choose to share with us.
Personal data you provide about other individuals:
● We use personal data about other individuals provided by you, such as those people on your booking;
● By providing other people’s personal data, you must be sure that they agree to this and you are allowed to provide it. You should also ensure that, where appropriate, they understand how their personal data may be used by us.
Using your personal data
We use your personal data in a variety of ways, as explained below.
To provide the products and services you request
We need to process your personal data so that we can manage your account and provide your details to the third party provider in order to secure your booking, provide you with the products and services you want to buy and help you with any orders and refunds you may ask for.
To manage and improve our products, services and day-to-day operations
We use personal data to manage and improve our products, websites, mobile apps, customer loyalty or recognition programme(s) and other services.
We monitor how our services are used to help protect your personal data, detect and prevent fraud, other crimes and the misuse of services. This helps us to make sure that you can safely use our services.
We may use personal data to respond to and to manage security operations, accidents or other similar incidents, including medical and insurance purposes.
We use personal data to carry out market research and internal research and development, and to develop and improve our product range, services, IT systems, security, know-how and the way we communicate with you. We may also rely on public CCTV images to establish,
exercise or defend our legal rights.
To personalize your experience
We want to ensure that marketing communications relating to the products and services available on our website, including online advertising, are relevant to your interests. To do this, we may use your personal data, including your browsing behavior and purchases, to better understand your interests so that we can try to predict what other products, services and information you might be most interested in. This enables us to tailor our communications to make them more relevant and interesting for you.
We may also measure your responses to marketing communications relating to products and services we offer, which enables us to offer you products and services that better meet your needs as a customer.
If you do not want to receive a personalized service from us, you can change your preference online at any time. We will update our records as soon as we can.
To make contact and interact with you
We want to serve you better as a customer so if you contact us, for example by email, post, and phone or via social media, we may use personal data to provide clarification or assistance to you.
We need to process your personal data so that we can manage any promotions and competitions you choose to enter.
We may invite you to take part in customer surveys, questionnaires and other market research activities carried out by ourselves and by other organisations on our behalf.
Please be assured that we do not sell your personal data to third parties.
Marketing communications
From time to time we may send you relevant offers and news about our products and services in a number of ways, including by email. We will only do this if you previously agreed to receive these marketing communications.
When you book or register with us we will ask if you would like to receive marketing communications. You can change your marketing preferences online or by clicking the ‘unsubscribe’ link in our marketing emails.
You may still receive service-related communications from us. For example, confirming bookings you make with us and providing important information about the use of our services.
Market research
We like to hear your views to help us to improve our products and services, so we may contact you for market research purposes. You always have the choice about whether to take part or continue in our market research.
Sharing personal data with suppliers and retail partners
As our website is a portal through which you book products and services provided by a third party agency it is necessary for us to share your relevant personal data with suppliers of your travel arrangements, including hotels and transport companies. We also work with carefully selected suppliers that carry out certain functions on our behalf. For example, companies that help us with IT services, storing and combining data, marketing, advertising campaign, market research, processing payments and delivering products and services.
We may need to share personal data to establish, exercise or defend our legal rights; this includes providing personal data to others for the purposes of preventing fraud and reducing credit risk. When we share personal data with other organisations we require them to keep it
safe, and they must not use your personal data for their own marketing purposes. We only share the minimum personal data that enable our suppliers and retail partners to provide their services to you and us.
Protecting your personal data
We know how important it is to protect and manage your personal data. We take appropriate security measures to help protect your personal data from accidental loss and from unauthorised access, use, alteration and disclosure.
Data retention
We will retain your personal data for only as long as it is necessary for the uses set out in this Privacy Notice and/or to meet legal and regulatory requirements. After this period, we will
securely erase personal data. If data is needed after this period for analytical, historical or other legitimate business purposes, we will take appropriate measures to anonymize this data.
Cookies
Cookies are small data files that allow a website to collect and store a range of data on your desktop computer, laptop or mobile device. Cookies help us to provide important features and functionality on our websites and mobile apps, and we use them to improve your customer experience.
Social media
Our websites or mobile apps may contain social media features such as Facebook, Twitter, Google+ and Pinterest that have their own privacy notices. Please make sure you read their terms and conditions and privacy notice carefully before providing any personal data as we do not accept any responsibility or liability for these features.
Accessing and updating your personal data; and complaints
You have a right to ask for a copy of the personal data we hold about you. You can write to us asking for a copy of other personal data we hold about you. Please include any details to help us identify and locate your personal data. Where we can provide data access, we will do so
free of charge. We want to make sure that the personal data we hold about you is accurate and up to date. If any of the details we hold are incorrect, please let us know.
You can also ask for your personal data to be rectified or erased and to object to the processing of your personal data. We will update or erase your data, unless we have to keep it for legitimate business or legal purposes. You can also contact us if you have a complaint about how we collect, store or use your personal data.
Legal basis for processing personal data
We will only collect and use your personal data if at least one of the following
conditions applies:
● We have your implied consent, for example:
● When you create a customer account;
● When we need to use your personal data to fulfil our contractual obligations to you e.g. to manage your booking, provide you with the products you requested and/or to provide you with a refund;
● It is necessary for us to comply with a legal obligation;
● It is necessary to protect your vital interests or those of another individual in an emergency;
● It is in the public interest or we have official authority to do so e.g. security operations;
● It is in our or a third party’s legitimate interests and these are not overridden by your interests or rights, e.g. we may use your personal data to better understand your interests so that we can try to predict what other products, services and information you might be most interested in. This enables us to tailor our communications to make them more relevant and interesting for you.
Transfer of data outside the EEA
Sometimes your personal information may be transferred outside the European Economic Area. If we do so we’ll make sure that suitable safeguards are in place, for example by using approved contractual agreements, unless certain exceptions apply.