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Terms and Conditions
TERMS AND CONDITIONS
This document sets out the obligations that Stoke Travel (“Stoke,” “the Company,” “us” or “we”) owes to you (“customer,” “client,”, “you” or “consumer”), and the obligations you owe to Stoke Travel, when a contract is formed between you and Stoke. Please read this document thoroughly to understand your rights and obligations. If the client is booking on behalf of a group, it is the responsibility of the client who books online and accepts the terms and conditions to make sure all other persons in the group have read the Terms and Conditions and have agreed to its contents. The Contract between you and Stoke, described below, is made subject to the following Terms and Conditions:
“Stoke Travel” is the trading name of Keriomet S.L (company number [ES]B-66925934).
Stoke Travel’s business address is:
Roger de Ll´úria 118, atíco
08037 Barcelona Spain.
“Client,” “consumer,” “customer” or “you” pertains to all persons named on the booking form, or intending to travel with Stoke Travel.
A “product” or “trip” is any service sold and offered by Stoke Travel. All clients will be deemed to have read, understood, and accept all booking conditions upon registering for a Stoke Travel product.
“Product price” is the full cost of trip booked including the deposit
“Product date” is the first day you will participate in a product as outlined in your booking
“Provisional Booking” A Stoke Travel Provisional Booking means that a payment balance is outstanding. The booking is treated in the same manner as a Confirmed booking and all cancellation terms and conditions still apply.
Covid-19 specific cancellation and refund terms are valid on bookings made after November 23rd, 2020. If government COVID-19 restrictions prevent the event from running, or clients from arriving, all customers affected will get a full refund or the option of taking credit of 120% of the amount paid.
For non-COVID-19 related cancellation, standard terms and conditions apply
PRICES, TAXES, and FEES
Prices are per person and charged in Euros(€). All non-Euro prices are estimations only based on the current exchange rate at time of publishing. Spaces are subject to availability at the time of booking.
BOOKING YOUR TRIP
You are required to pay a deposit per person at the time of booking. You agree to pay for all of the services you will receive. As a Stoke Travel customer, you agree to provide Stoke Travel with complete and accurate billing information including legal name, mailing address, telephone number(s) and email addresses, at the time your account is created and to update this information within 15 days of any change. Providing false billing information shall be cause for immediate termination of your reservation.
Special requirements (e.g. dietary or medical requirements) must be identified at time of booking, and again at check-in. When you book a product with Stoke Travel for other people, you accept these terms and conditions for yourself and for the people for whom you book the product. It is your responsibility to inform the other clients and make sure they have read, understood, and agree to these terms. If you will not use the product that you book, you must provide Stoke with the contact details of the people who will use the Stoke product.
The balance of your trip with Stoke Travel must be paid by no later than 14 days prior to the scheduled start date of your trip. This date will be stated on the confirmation issued to you/your agent by Stoke Travel. If payment isn’t made by the due date, Stoke Travel may assume that you have cancelled and cancellation charges in accordance with our terms and conditions above will be levied by Stoke Travel.
Your booking is accepted by the company and becomes effective from the date the company confirms your booking or issues a confirmation invoice. On that date, the contract is formed between you and Stoke Travel. Stoke will confirm your booking only after you pay the deposit.
AGE OF MAJORITY
Customers under the age of eighteen (18) participating in a Stoke product must have permission from a parent or guardian. Any customers under the age of eighteen 18 must be accompanied by a person over the age of eighteen 18.
The legal age to consume alcohol at most destinations is eighteen (18), in some cases the legal age will be enforced as twenty-one (21). No customer under the legal age is permitted to consume alcohol at a Stoke event and all promotions that include free unlimited beer and sangria will be deemed void.
Stoke Travel reserves the right to refuse any customer under the age of eighteen (18) from participating in any Stoke product.
CHANGES OR CANCELLATIONS BY THE CUSTOMER
If you wish to change or amend your booking, Stoke will make every effort to assist you but cannot guarantee to be able to accommodate your desired amendment. Stoke reserves the right to impose a charge for any booking changes. The amendment charge is non-refundable, and in no case will it cost more than 10% of the product price.
If you wish to cancel the trip, you must inform Stoke as soon as possible. All cancellation requests must be given in writing to email@example.com. Cancellations will be effective as of the date received.
If you cancel 91 or more days from the product date, you will be fully refunded less 10% of the product price (minimum of 15€) as an administration fee*.
If you cancel between 3 and 90 days from the product date, you will be fully refunded less 50% of the product price.
If you cancel within 72 hours (3 days) from the product date, you will receive no refund.
*All boat parties are entirely non-refundable from the day of booking confirmation.*
*All Barcelona products are entirely non-refundable from the day of booking confirmation.
*Stoke Passports are entirely non-refundable and non-transferable*
*Add-ons purchased from 3rd party suppliers on Customer’s behalf are entirely non-refundable*
*Any tours involving transport (bus, ferry, flight or train) are entirely non refundable.*
*Any tours involving hostels and hotels are entirely non refundable. This includes, but is not limited to: Ibiza Spring Break, Barcelona City Break, Andorra Ski Weekend, St Patrick’s Day, Stoke Afloat Croatia.*
*Any tours that involve the procurement by stoke of event tickets, such as music festivals, are entirely non refundable.*
Any deposit paid onsite for special events and/or special deals are not refundable
NOTE: all discounted bookings made in conjunction with Stoke Travel or third party promotions are non refundable.
CHANGES OR CANCELLATIONS BY STOKE TRAVEL
Stoke Travel arranges trips and activities months in advance. Occasionally Stoke has to make changes, and we reserve the right to do this. Stoke Travel reserves the right to alter schedules, itineraries, and amenities without refunds during the period of service due to unforeseeable and unpredictable circumstances, including force majeure situations. These changes are usually insignificant and will not negatively affect the trip. Stoke will inform you of any changes as soon as possible.
In rare circumstances, Stoke Travel may have to cancel the whole or part of the product. In these situations, Stoke will make its best effort to offer alternative arrangements of a comparable standard. If no satisfactory alternative arrangements can be found, you will have the option of receiving another Stoke product of equal value, a Stoke product of lesser value with a refund comprising the difference between product prices, or a full refund, including a refund of your booking deposit. The location of the Stoke Travel campsites are subject to change if an email of notice is sent to customers prior to arrival date.
The balance of your trip with Stoke Travel must be paid by no later than 14 days prior to the scheduled start date of your trip. This date will be stated on the confirmation issued to you/your agent by Stoke Travel. If payment isn’t made by the due date, Stoke Travel may assume that you have cancelled and cancellation charges in accordance with our terms and conditions above will be levied by Stoke Travel.
Stoke Travel reserves the right to cancel the booking and apply cancellation charges should payments not be received within the above specified periods.
Certain circumstances, called “force majeure” conditions, are unusual circumstances, outside the control of Stoke Travel which cannot be avoided even if Stoke acts with all due care. Stoke Travel is not liable for any loss, damage or expense or any limitation or withdrawal of facilities or services caused by these force majeure conditions including war, terrorist attack, civil unrest, industrial action, weather, flood, fire, drought, closures, unforeseen alterations of public transport schedules, rescheduling of buses, boats or planes, spread of disease and/or epidemics, acts of God or any other event outside the control of the company which either delays, extends or reduces the trip or changes the trip after departure.
CANCELLATIONS OF EVENTS DUE TO FORCE MAJEURE OR SIMILAR SITUATIONS
If trips are cancelled due to government advice, force majeure situations, or other events outside of our control, there will be no refunds and the traveller should contact their insurance provider.
THE STOKE TRAVEL PASSPORT
The Stoke Travel Passport is entirely non-refundable and non-transferable.
Fees and surcharges apply for some products offered within the Stoke Travel Passport, for more information and inclusions, see the Stoke Travel Passport Page.
The Unlimited Beer and Sangria option is not included in the Stoke Travel Passport unless booked under certain promotional circumstances.
Bookings, Changes, and Cancellations can be made up to 7 days in advance of the booking start date by emailing firstname.lastname@example.org or calling the office on +34 931067942 *
*This excludes some trips including Bilbao BBK Live, Andorra Snow Weekender, Barcelona City Break, Ibiza Spring Break and Sziget Festivals or bookings where add-ons have been purchased such as transport, due to the advanced nature of these bookings. These will be subject to Stoke Travel’s normal Change / Cancellation terms and conditions.
Stoke Travel handles all refunds on a case-by-case basis.
Except for injury or death, circumstances described in the “Force Majeure” clause, and subject to the responsibilities of the customer described below, if Stoke does not provide a product that reasonably complies with the description given, Stoke accepts liability as outlined below under “Stoke Travel’s Liability,” and will provide compensation accordingly.
Stoke will NOT provide refunds for any loss or limitation caused by bad weather, surfing conditions, customer error or negligence, or other force majeure conditions.
Promotional codes must be entered at the time of booking. If any technical difficulties are encountered, email email@example.com
COMMENTS AND COMPLAINTS
At destination customers should contact a Stoke representative immediately for assistance to remedy any problem without delay. If a problem cannot be solved, please forward the specifics of the incident in writing to Stoke within fourteen days after leaving the product. Failing to do so will preclude a customer from pursuing a claim.
Stoke Travel is an adventure travel company, and Stoke’s products contain an inherent element of risk that presents certain dangers, risks and physical challenges greater than those present in our everyday lives. By agreeing to these Terms and Conditions, you acknowledge the risks that are involved with Stoke Travel products and accept them. Clients engage in all activities at their own risk.
Stoke products often involve alcoholic beverages, which Stoke provides to the customer. By agreeing to these Terms and Conditions, you recognize that Stoke simply provides alcohol and you are responsible for the amount of alcohol that you choose to consume. Stoke strongly encourages you to drink responsibly. You recognize that the amount of alcohol you consume is solely your choice and Stoke is not liable for any injury or loss where your alcohol consumption is a contributing factor.
Failure to obey staff instructions, fighting, abuse of alcohol (regardless of age), damage of property or reckless behavior and/or use of illegal drugs may result in dismissal from the product. The customer and parent or guardian are responsible for immediately paying all costs resulting from a customer’s dismissal from the product.
All customers are expected to behave in an orderly and acceptable manner. You will not be able to continue with the company if you are incapable of caring for yourself, if you become objectionable to other customers, or if you become a danger to yourself or others. In such circumstances, you will be removed from the product. Stoke will not be responsible for booking alternative transportation for you, nor will you receive any refunds.
It is your responsibility to inform Stoke Travel of any medical condition or disability and any other special arrangements required by the client at the time of booking. You must remind Stoke Travel of any special requirements at the time of check-in.
It is your responsibility to be on time and not to miss transportation (such as airplanes, trains or buses, whether or not they are provided by Stoke Travel) to product event sites. Stoke Travel accepts no liability if the client cannot enjoy the full Stoke product because the client was late and missed his or her transportation. In addition, Stoke Travel accepts no liability for missed connections or lost bookings if there is a delay leaving a Stoke product.
A client and his/her personal belongings are the client’s sole responsibility.
There will be no credit or refunds for services not used, or any lost, misplaced or destroyed travel documents.
You agree that Stoke may use your statements or photographic/video likeness in future brochures, advertising and other publicity material. If you do not want Stoke to continue to use your comments or likeness, please contact us and we will do our best to remove the content.
You are responsible to pay in full for any damage to Stoke facilities, personnel or subcontractors that you cause. The amount will be measured as replacement value for item damaged.
All teepee bookings require a 150€ deposit (pre teepee) which is taken in cash ONLY. This will be refunded in cash on departure when you have not broken, shat in or damaged your teepee during your stay.
You are strongly encouraged to purchase comprehensive travel insurance that specifically covers surfing and other non-motorized extreme sports, in addition to insurance that covers cancellation, medical and repatriation expenses, personal injury and accident, death, and loss of personal baggage and money, as well as personal liability insurance.
It is the sole responsibility of the customer to ensure proper and valid documentation. Stoke requires that every customer have a valid form of government issued photo ID. Most destinations require a valid passport for travel and in certain cases a visa or affidavit may be required. Please verify with the consulate or embassy of the country of travel to ensure that you have all necessary travel documents. Please note that entry to another country may be refused even if the required information and travel documents are complete. Stoke will neither reimburse nor assume responsibility for any customer denied boarding or refused passage or entrance to any destination for any reason.
All customers who have not paid the full product price prior to the product date are required to have a valid passport that will be held in trust by Stoke Travel until such time as the full payment is made.
STOKE TRAVEL’S LIABILITY
Stoke Travel is obligated to provide a product that conforms to the product’s description. The descriptions, information and opinions given in the brochures and other publications are given in good faith.
Stoke’s ability to book accommodations sometimes depends on third parties and availability. Therefore, it is not always possible to provide accommodations that are exactly identical to the pictures provided in brochures or publications. In these situations, Stoke will provide equivalent accommodation.
Stoke accepts liability if the product or trip does not conform to the description given by Stoke Travel. The customer will be compensated for the difference between the value of the product the customer paid for and the value of the product the customer received. The amount of compensation shall be a reasonable amount and shall be determined by Stoke on a case-by-case basis. Any amounts you receive from other parties will be deducted from any sum you receive from Stoke Travel as compensation.
Stoke disclaims all liability when Stoke provides a product that conforms to the description given.
Stoke’s liability to the client shall cease in any of the following situations: (a) when the defects in the performance of the contract are attributable to the client; (b) when such defects are attributable to a third party who is not a party to the contract; (c) the defects are due to force majeure situations, or (d) the defects are due to any other circumstance that Stoke could not predict or avoid, even if Stoke used all due care. In the above situations (except for clause (a)), Stoke nevertheless has the obligation to provide assistance to the client.
Customers should be aware that there may be different rules of law and/or living standards and conditions outside their home country and should conduct themselves accordingly. Stoke shall not be responsible for any damage, loss, injury or inconvenience resulting from different rules of law and/or living standards.
Stoke Travel provides guides for some of its products. These guides, although experienced in the advertised adventure, are not always licensed instructors in their field. By accepting the terms and conditions, you accept and understand that although you and the members in the group may receive tips from these guides, that you are not receiving qualified instruction. Clients engage in all activities at their own risk.
In the occurrence of transport delays or customers missing transport, Stoke Travel will not cover costs for onward travel missed.
Stoke Travel employees, agents, and representatives have no authority to vary these conditions.
OPTIONAL ACTIVITIES AND EXCURSIONS
While using a Stoke Travel product, you may have the chance to engage in optional activities and excursions. Stoke does not own, operate or control any of the companies or individuals that provide optional activities or excursions that are offered to customers during the trip.
Any activity not specifically identified as included in the purchase price is an optional activity or excursion. These activities may be inherently risky. If you choose to book these optional activities, you must be fit enough to engage in them. Booking an optional activity will be subject to the operator’s terms and conditions and under local law. These activities are conducted under the standards of health and safety of the countries where the activities take place, but these standards may not be equivalent to EU or US standards. This is an inherent risk of travel, and you acknowledge this fact. Stoke Travel accepts no liability for any act or omission of any of these operators, and any claim you may have in relation to these optional activities and excursions will be against the local operation, and not Stoke Travel.
CONTRAVENTION OF LAW
Stoke accepts no liability for any loss or damage sustained by client as a result of the contravention of law of the country or countries where the loss or damage took place.
Stoke Travel will not be held responsible for any theft or loss of personal possessions from our premises or vehicles. While Stoke Travel will strive to ensure the security of guests’ personal possessions, Stoke Travel cannot guarantee it. It is the responsibility of the client to be in possession of, and be responsible for money, valid passports, visa permits, vaccinations and preventative medicines, and any other necessary travel documents and other property. We encourage you to purchase travel insurance to cover any loss.
DISPUTES, LAW AND JURISDICTION
Any disputes arising from this contract shall be governed by and construed in accordance with Spanish law and subject to the exclusive jurisdiction of the Courts of the Kingdom of Spain. The customer and Stoke must attempt to settle any and all disputes through negotiation before bringing any matter to court.
The Terms & Conditions constitute the entire legally binding agreement between Stoke and the customer and/or the legal parent or guardian and supersede all prior or contemporaneous communications whether electronic, oral or written. The invalidity of any provision contained herein does not affect the validity of any other provision listed.
Discounts will be applied through verification technology and associated promo code. The unlimited beer and sangria option will be automatically added to your booking with the promo code and only applies to some trips as per the add-ons available (excluding Morocco, Sziget, and other selected products).
Stoke being Stoke, we’ve based ourselves in Barcelona where the beaches are hot, the beers are cold, and the currency is Euro.
This means when we take another currency, like the Pound, for payment or deposit, we’ll use that day’s exchange rate to input your payment in Euro. In turn, we’ll kindly request any balances in Euro.
The Stoke Travel Co.
Last updated: 24 May 2018
1. About this policy
2. Your consent
We will only use and retain your personal data with your consent or other lawful basis. We ask for your consent on those occasions and in those places where we specify what we will use your personal data for.
3. Copyright notice
This document, and all content of our websites is Copyright© 2018 The Stoke Travel Co. ALL RIGHTS RESERVED.
4. About us
5. Contacting us
6. Our commitment
We respect your right to privacy and we aim to ensure you have a trustworthy experience with us, including when using our websites or shops and booking with or through us. We understand that you care about how your personal data is used by us, and we want to share with you the policies and practices we’ve adopted. This way you can feel confident about how we handle your personal data.
7.1 Our customers
– booking or enquiring about booking travel services with or through us; or
– the recipients of any travel services booked with or through us (e.g. you are the passenger for a booking or booking enquiry made by someone else for you); or
– customers or potential customers or recipients of travel services that can be booked with or through us.
7.3 When we are data processor only
7.4 Terms used in this policy
When we refer to “processing” of your personal data, this includes obtaining, recording, storing or holding your personal data, and anything we do with it, such as organizing, adapting or altering it, retrieving, consulting or using it, disclosing it or otherwise making it available to others, combining it with other data, and blocking, erasing or destroying it.
When we refer to “travel services” this covers all products and services which may be booked with or through us, such as accommodation, tours, transport and transfers (whether by air, coach, bus, train, ferry, taxi or other means), cruises, and charters, and it includes both
(1) all such products and services which we supply or operate ourselves (including where we sub-contract); and
(2) any such products and services provide by a third party which we book for you (acting as agent for you or that third party). Travel services also includes any services we or a third party provide in association with travel, such as obtaining visas, foreign exchange, and providing local representatives and support.
8. What types of personal data we may process
This section summarizes the types of personal data about you that we process: –
8.1 Data concerning you as an individual
We may collect the following:
– proofs of identity, copies of passports, driving licences
– Credit card and other payment details, and financial information,
– health information relevant to your planned travel and travel insurances held,
– your preferences,
– any other information provided to us by or in relation to you which concern you as an individual.
8.2 Enquiry and Booking information
Information concerning enquiries and bookings made with or through us for travel services, including where you are making the enquiry or booking or are the recipient of the travel services to which the enquiry or booking relates. This information may include:
– records of enquiries and searches for holiday and travel products made by or on your behalf,
– needs and other data relevant to your enquiry;
– details of results, quotes, proposals, estimates and other information given in response to enquiries;
– details of the holiday, accommodation, travel, and other travel services booked or enquired about;
– details of the passengers travelling;
– details of the provider of the travel services (e.g. tour operator);
– dates and times of travel;
– payment details (including card details);
– passport information and visa information;
– sensitive information such as health, medical, dietary, mobility, disability, or other requirements relevant to the service you are enquiring about or your contract with us.
8.3 Survey Information
Information collected or generated out of any surveys we conduct.
8.4 Competition Information
Information collected or generated out of any competitions or promotions we run.
8.5 Account and Registration Information
Information concerning any accounts, registrations, or memberships with us.
Correspondence, communications and messages, including between you and us, and between us and third parties, including relating to any booking or booking enquiry, or performance of any contract.
8.7 Website Usage Information
We may collect information about your visits to, browsing of, and use of our website, unless your web browser blocks this. The range of data we collect will depend on how you interact with our website.
This information may include:
– your IP address (a unique identifier allocated to your computer for your connection to the internet);
– your computer device details (PC, tablet, smartphone, watch etc.);
– the make and version of web browser (e.g. Internet Explorer, Firefox, Safari, Opera, Chrome) you are using;
– your operating system (e.g. Windows, Windows Phone, OSX, iOS, Android, Linux etc);
– your time-zone;
– your browser plug-ins;
– any web-page you came from, identified as the referrer web page address by your web browser;
– page response times;
– download error;
– pages and parts of pages you visit;
– usage you make of our website, including enquiries and searches undertaken, and registrations for accounts, forums etc.;
– services and products you viewed;
– length of visit to website and pages;
– page interaction information (such as scrolling, keys pressed, mouse clicks, touches, and mouse-overs).
This information may also include:
– data inputted into forms and fields;
– registrations for any accounts,
– feedback mechanism,
– social functionality,
– newsletters or other features of our site;
– usernames and passwords,
– log-in / out history, and settings;
– actions taken within any account or other registration, including view and update and changes to settings; and posts to any forum, feedback, review or other social functionality on our website.
8.8 Cookie Notice
What are Cookies?
What Cookies do we use?
There are different types of cookies. They all work in the same way, but have minor differences and we may use the following:
Session cookies last only for the duration of your visit and are deleted when you close your browser. These facilitate various tasks such as allowing a website to identify that a user of a particular device is navigating from page to page, supporting website security or basic functionality.
Persistent cookies last after you have closed your browser, and allow a website to remember your actions and preferences. Sometimes persistent cookies are used by websites to provide targeted advertising based upon the browsing history of the device.
We use persistent cookies to allow us to analyse customer visits to our site. These cookies help us to understand how customers arrive at and use our site so we can improve the overall service.
Strictly necessary cookies
These cookies are essential in order to enable you to move around the website and use its features, and ensuring the security of your experience. Without these cookies services you have asked for, such as applying for products and managing your accounts, cannot be provided. These cookies don’t gather information about you for the purposes of marketing.
These cookies collect information about how visitors use a web site, for instance which pages visitors go to most often, and if they get error messages from web pages. All information these cookies collect is only used to improve how a website works, the user experience and to optimise our advertising. By using our websites you agree that we can place these types of cookies on your device, however you can block these cookies using your browser settings.
These cookies allow the website to remember choices you make (such as your username). The information these cookies collect is anonymized (i.e. it does not contain your name, address etc.) and they do not track your browsing activity across other websites. By using our websites you agree that we can place these types of cookies on your device, however you can block these cookies using your browser settings.
These cookies collect several pieces of information about your browsing habits. [They are usually placed by third party advertising networks]. They remember that you have visited a website and this information is shared with other organisations such as media publishers. These organisations do this in order to provide you with targeted adverts more relevant to you and your interests.
8.9 How can I exercise choice regarding cookies and other types of online tracking?
Most web browsers allow some control to restrict or block cookies through the browser settings, however if you disable cookies you may find this affects your ability to use certain parts of our website or services.
For more information about cookies visit https://www.aboutcookies.org.
9. How we collect or generate your personal data
This section sets out the ways in which we may collect or generate personal data concerning you.
9.1 Visiting our website
By visiting and using our website you or your computer may provide personal data. This includes: information which is automatically provided by your browser to our servers; information record on our web servers about your interaction with our website and pages viewed; information we capture or place on your computer or generate using cookies or other technologies on our website; and information you input into forms and fields on our website.
9.2 Data you provide
Your personal data will include data you provide (or later amend), whether:
– from correspondence with you
– verbally to us over the phone or in person
– by filling in any field or form on a website
– by filling in any printed form we provide you with
– by email
– from documents you provide use with
– from updates to any information you provide to us from time to time.
This includes when you:
– register or subscribe for any service
– make an enquiry or booking for a trip or other travel services whether in person, by phone, through our website or otherwise
– send us your comments or suggestions
– subscribe to any newsletter or other publication
– and request sales and advertising information, including brochures.
9.3 Data obtained from third parties
We may obtain personal data concerning you from third parties, including from:
– providers of any holidays, accommodation, other travel services which are enquired about or booked, and their intermediaries
9.4 Data generated by us
We and any suppliers or sub-contractors working for us may generate personal data relating to you, including:
– in connection with responding to and dealing with any enquiry, booking or complaint
– in performing any booking or other contract with you
– through the analysis of your personal data
– data gained from your use of our website
10. What do we use your personal data for?
This section sets out the uses which we make of your personal data and the legal basis on which we rely to do this.
10.1 Operate our website
To operate and provide the search, booking, accounts, review, forums and other services, facilities and functions of our websites. This includes managing any accounts or registrations you have with our websites and making changes to your settings and profile at your request.
10.2 Provide information and respond to enquiries
To provide information to you about our website, systems and services, including to respond to booking enquiries and searches for trips and travel, and to keep you updated generally. This is done on the basis of our legitimate interests in ensuring our business is run efficiently.
10.3 Bookings and other contracts
To enable you to make bookings, and to fulfill, provide, perform, administer, manage, and enforce all bookings, orders, and other contracts which relate to you (including if you are a passenger in a booking made by someone else), and to process any transactions authorised or made with us which relate to you. This is done on the basis of our legitimate interests in ensuring our business is run efficiently.
To collect and make payments due and administer our accounts. This is necessary for the preparation of any contract between us.
10.5 Communication with customers
To communicate with you concerning any enquiries, bookings, travel services provided, problems and complaints, and to respond to any submissions, enquiries or requests from you. This is done on the basis of our legitimate interests in ensuring our business is run efficiently.
10.6 Record Keeping
To keep internal records and maintain reasonable archives, including concerning as to enquiries, bookings, contracts, travel services, and complaints. This is done on the basis of our legitimate interests in ensuring our business to run efficiently.
10.7 Manage and Improve our business
To analyse, audit, provide, operate, administer, maintain and improve our business, website, systems, and services;
– to carry out surveys and analyse the results
– to run promotions and competitions
– undertake product or customer research/development
– to assist us in and help us to improve our sales
– editorial, advertising and marketing processes
– to carry out other business development and improvement activities
– to provide training to our staff, sub-contractors and suppliers.
For example, we may use your personal data to help us profile how our customers generally are using our websites and booking travel services with (or through) us. We may also use this information to ascertain interests so that we can better tailor our business offerings. This is done on the basis of our legitimate interests in ensuring our business to run efficiently.
To report aggregate information concerning usage of our websites to our advertisers. We normally create anonymous statistical data about browsing actions and patterns, and do not identify any individual.
10.9 Anything you have specifically consented to
For any purpose which we have obtained your consent to. We will do this only where you have a choice whether to consent or not, you have control over that data and you have had to take an affirmative step to give consent on an informed basis.
10.10 Consequences of Not Providing your Data
You are not obligated to provide your personal information, however, where the information is required for us to provide you with our services/deliver your products, we may not be able to offer some/all our services without it.
11. Period for retaining your data
We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements. To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.
12. Use of your personal data for direct marketing
We do not use or disclose your personal data for direct marketing purposes unless:
– we have obtained your consent to this, such as through an opt-in box on any form or website of ours
– you have made a booking with us and there is a legitimate interest to do is
In addition to data protection law if we use your personal information for direct marketing purposes we may also be subject to additional rules that regulate direct marketing. The term “direct marketing” essentially means direct marketing material or advertising at a particular individual.
12.1 Direct marketing by us
We will use your personal data to send you marketing information (including adverts and details of promotions) about travel services:
(a) offered by us
(b) which can be booked with third parties through us
Where applicable we will only send you marketing information about the categories of travel services you have selected. Also, we will only contact you in the manner you agreed to (e.g. by email).
12.2 Withdrawing from Direct Marketing
You are free to stop receiving marketing information from us at any time by contacting us as detailed in this privacy notice or by following the instructions set out in our marketing communications. If you email us to withdraw your consent, it would be helpful if you could insert the word “Unsubscribe” as the subject heading.”
When you elect to stop receiving marketing information we will, from that point onwards, not share you information further with any other third parties.
You are also free, at any time, to notify any third party to whom we have previously passed your contact details to, that you no longer wish to receive marketing communications from them.
13. Disclosure of your personal data
We transfer your personal data to third parties in the following circumstances: –
13.1 Credit Checks etc.
We may disclose your personal data to third parties (including intermediaries) as necessary to carry out any checks regarding your financial standing. The identities of these parties may change from time to time. They may include credit reference agencies and other companies for use in credit decisions, for fraud prevention and to pursue debtors.
13.2 Bookings and performance of contracts
We disclose your personal data to third parties (including intermediaries) as necessary to deal with any booking enquiry being made by or for you, to make any booking requested by or for you, to perform and administer any booking for you or other contract with or in respect of you. This may include;
– to collect payments to be made by you,
– to investigate and respond to complaints, and
– to enforce any booking or other contract with you.
Such third parties may include any suppliers or sub-contractors and their agents (e.g. airlines, coach, ferry or train companies, hoteliers, hire companies, cruise companies, tour operators etc.). The identities of these parties may change from time to time and are engaged so we can provide our services to you.
13.3 Suppliers of travel and other services
We may disclose your personal data to any third party (e.g. supplier, contractor sub-contractor) we make any enquiries with concerning or engage or sub-contract to perform any booking or other contract, including to provide any travel, tour or other products or services we have agreed to provide to you in order to perform our contract with you.
We may disclose your personal data to any supplier with whom we make any enquiry concerning or book any travel or other products and services for you as agent (whether as agent for you, someone representing you, or the supplier), such as a tour operator. Details of any third party tour operators or other third parties who will be responsible for or supply you with the travel services booked or enquired about, may be obtained from us on request, and may be stated in any tour or other brochure provided by us.
13.4 Public forums etc.
13.5 Legal requirements
We may supply personal data to a government authority or regulator where required to:
– comply with a legal requirement,
– for the administration of justice,
– for the purposes of customs, visas and immigration, or
– where reasonably required to protect your vital interests or
– enforce any booking or other contract.
We may disclose your personal data where otherwise required by or permitted by law.
13.6 Business Customers who are businesses (not individuals)
If you are a business or organisation (“Business Customer”), and we are holding personal data of any authorised representative (such as an employee agent, employee, officer, owner, partner, or director), then we may disclose to them that personal data.
If a Business Customer is making a booking or booking enquiry on behalf of an individual, with that person’s authority, then we may disclose to our Business Customer that individual’s personal data as reasonably required in connection with such booking or enquiry, or the subsequent performance of or payment for any booking made.
13.7 Business acquirers
If our business is ever transferred to a third party, then your personal data will be transferred to the acquirer to enable them to continue our business.
14. How third parties will handle your personal data
Where we provide your personal data to a third party one of the following two circumstances will apply: –
14.1 Processing on our behalf
14.2 Processing on their own account
15. Location of your personal data
We (and any affiliate, subcontractor or other person processing your personal data on our behalf) may transfer, store and otherwise process your personal data anywhere within the European Economic Area (“EEA”).
We will only send your personal data outside the EEA to companies either within our group or to parties with whom we have a contract. We ensure your personal data is protected by requiring all our group companies to follow the same rules when processing your personal data. This means within our group and for those other organisations with whom we have contracts we ensure that we have in place adequate safeguards in respect of such transfers outside the EEA. You can find out about what adequate safeguards these are by contacting us using the details provided in section 2 of this privacy notice.
16. Keeping your data secure
16.1 Our security measures
We take appropriate technical and organizational measures to secure your information and to protect it against unauthorized or unlawful use and accidental loss or destruction, including:
• only sharing and providing access to your information to the minimum extent necessary, subject to confidentiality restrictions where appropriate, and on an anonymized basis wherever possible;
• using secure servers to store your information;
• verifying the identity of any individual who requests access to information prior to granting them access to information
• using Secure Sockets Layer (SSL) and Transport Layer Security (TLS) software or other similar encryption technologies to encrypt your personal and payment transactions
Transmission of information over email is not secure, and if you submit any information to us over the internet by email you do so entirely at your own risk. We cannot be responsible for any costs, expenses, loss of profits, harm to reputation, damages, liabilities or any other form of loss or damage suffered by you as a result of your decision to transmit information to us by email.
16.2 Your security measures
For your own privacy protection, we encourage you to maintain anti-virus and other malware protection software on your computers and other devices, and to maintain your own measures to protect your personal data. Please do not include sensitive personal data in any e-mails you may send to us, including payment card information.
We also encourage you to be careful about who you give personal data to. We never contact you to ask you for sensitive personal data, such as payment card information, or sensitive personal data such as passport numbers or log-in details, and we will only ask you for such information in person or through our website, or by telephone in connection with a booking you are making or have made. Please let us know if you someone purports to contact you in our name.
17. Your Rights
17.1 Access to your personal data
You may request us to tell you whether we are processing personal data about you, to tell you what personal data we are processing and for what purposes, and to provide you with a copy of your personal data that we hold.
The law does allow us, in certain cases to refuse your request, and we will advise you at the time if this is the case.
You have the right to have your personal data amended if it is inaccurate or incomplete.
17.3 A right to object
You have the right to object to the use of your personal information for direct marketing or where we use it on the basis that we say we have a legitimate interest in using it.
17.4 Deletion of Data inaccuracies
You have the right to have your personal information deleted or removed in certain circumstances and we may have the right in some cases to refuse to do so.
You have the right to obtain and re-use your personal information for your own use in certain circumstances.
17.6 Restrict Processing
You may prevent or suppress the processing of your personal information in certain circumstances.
17.7 Complaints to applicable authority
In addition to your rights above, it is open to you, if you have a complaint or concern, to seek assistance from a supervisory authority who has powers to compel us to comply with applicable laws and fine us for non-compliance. However, before you do so, we would hope that you will contact us first to discuss any complaint or concerns you have. You can contact us using the details provided in section 2 of this our privacy notice.
17.8 Right to withdraw your consent
You are free to withdraw your consent at any time. Please contact using the details outlined in Section 5 of this policy.
See also section 12.3 for details as to how to unsubscribe from our mailing lists.
23/11/20 – inserted clause related to COVID 19 cancellations, valid for bookings made after the insert date.