Privacy Policy

At Feel Free Travel Ltd, we value your privacy and are committed to protecting your personal data. This privacy policy explains how we collect, use, store, and protect your information when you interact with us, whether by booking a trip, using our website, signing up for marketing communications, or engaging with our services in any other way. We strive to be transparent about our data practices and ensure compliance with the UK GDPR and other applicable laws.

This policy outlines:

What data we collect: Personal details (e.g., name, email, booking details), payment info (securely processed), and browsing data (cookies & tracking).
How we use your data: To manage bookings, improve services, send essential communications, and (if opted in) provide marketing updates.
Who we share it with: Trusted service providers (e.g., payment processors, accommodation partners) and legal authorities when required.
Your rights: You can access, correct, or delete your data, restrict processing, and opt out of marketing at any time.
Security & retention: We use safeguards to protect your data and only keep it for as long as necessary.
Cookies & tracking: Our website uses cookies for analytics and marketing; you can control these via your browser settings.
Children’s data: Our services are not intended for those under 18; any accidental collection will be removed.

By using our services, you acknowledge and agree to the practices described in this policy. If you disagree with our terms, please refrain from using our services. We encourage you to contact us if you have any questions or concerns about how we handle your data.

1. What Data We Collect

We process all data in compliance with applicable data protection laws and ensure it is handled securely and responsibly.

We collect personal data to provide and improve our services, facilitate bookings, enhance customer experiences, and comply with legal and regulatory obligations. The type of personal data we collect depends on how you interact with us, such as making a booking, browsing our website, subscribing to marketing communications, or contacting us for support.

1.1 Data You Provide to Us

This includes information you provide directly when booking a trip, contacting us, subscribing to our services, or engaging with our marketing efforts.

Personal Details - Your full name, email address, phone number, postal address, date of birth, and nationality. Used to identify you, manage bookings, and communicate with you.
Booking Information - Travel dates, selected destinations, accommodation preferences, dietary requirements, and special requests. Helps us personalise your travel experience.
Payment Details - While we do not store full payment card details, we process transaction records, billing information, and refunds securely through third-party payment providers.
Emergency Contact - The name and contact details of a designated emergency contact person provided during booking.
Travel Documents - Passport details, visa information, and travel insurance details, where required, to facilitate travel arrangements and comply with travel regulations.

1.2 Data Collected Automatically

We collect some information automatically when you interact with our website or digital services.

Browsing Data - Information such as your IP address, browser type, device details, referral source, pages visited, and time spent on our website. Helps improve functionality and optimise the user experience.
Cookies & Tracking Technologies - We use cookies and similar technologies to personalise your experience, analyse website performance, and enable targeted marketing.

1.3 Information from Third Parties

We may receive additional data from external sources to enhance our services and marketing outreach.

Public Records & Marketing Partners - Data from marketing affiliates, advertising networks, and public databases to provide relevant promotions and services.
Social Media Platforms - Information obtained when you interact with our social media pages, such as engagement data and preferences.
Travel & Booking Partners - If you book through a third-party provider, we may receive necessary details to manage your reservation.

2. How We Use Your Data

We process your personal data to provide, improve, and manage our services, ensure compliance with legal requirements, and enhance user experiences. How we use your data depends on your interactions with us and the services you access. Below is a breakdown of how we process your information.

2.1 Managing Bookings & Customer Support

We use your personal data to facilitate and manage your travel bookings efficiently. This includes handling reservations, confirming trip details, processing payments securely, and sending pre-trip reminders. Your data is also used to provide customer support, assist with travel modifications, and address any issues that may arise before or during your trip.

Confirming bookings and processing payments securely.
Managing booking modifications and cancellations.
Providing assistance with travel arrangements, accommodation, and activities.
Responding to customer inquiries and handling service-related issues.

2.2 Service Communications, Feedback & Improvements

We use your contact details to send essential updates related to your booking, such as confirmations, trip reminders, safety notifications, and policy changes. Additionally, we analyse data from our website and services to improve customer experiences and optimise platform functionality.

Sending important trip updates, itinerary changes, and safety alerts.
Improving website functionality and user experience through tracking and analytics.
Analysing customer feedback and engagement to enhance our services.
Providing personalised recommendations based on preferences and past interactions.
Requesting post-trip feedback and reviews via email or other communication channels to enhance our services (with an option to opt out).

2.3 Marketing, Security & Compliance

If you opt into marketing communications, we may use your data to send personalised promotions, travel offers, and trip inspiration. You can unsubscribe at any time by clicking the unsubscribe link in our emails or by contacting us.

We also process data to ensure compliance with legal, financial, and security regulations. This includes protecting customer data, preventing fraudulent activity, and maintaining accurate financial records.

Sending promotional offers, newsletters, and travel recommendations (if opted in).
Ensuring compliance with tax, accounting, and fraud prevention regulations.
Implementing security measures to protect against cyber threats and unauthorised access.
Maintaining financial transaction records for accounting and legal purposes.

2.4 WhatsApp Communications

We may use WhatsApp to communicate with customers about their bookings, provide support, and share relevant trip updates. This includes:

Booking Assistance - If you provide your phone number during booking, we may send WhatsApp messages to remind you of incomplete bookings or assist with customer support. These messages are intended to improve your booking experience, and you can opt out at any time by replying “STOP” or contacting us.
Tour WhatsApp Communities - If you choose to join a WhatsApp Community for your booked tour, you will receive important tour updates, safety announcements, and promotional messages via the Announcement Channel. These messages are designed to keep you informed about itinerary changes, meet-up points, or other relevant trip details.
Leaving the Community - Participation in WhatsApp Communities is completely optional, and you can leave at any time using WhatsApp settings.

We do not use your data for automated decision-making or profiling. We process your personal data to provide, improve, and manage our services, ensure compliance with legal requirements, and enhance user experiences. The way we use your data depends on your interactions with us and the services you access.Your participation in Whatsapp & marketing communications is voluntary, and you have full control over how you engage with our WhatsApp communications.

3. How We Keep Your Data and Information Safe

We take reasonable steps to protect your personal data from unauthorised access, misuse, or loss. This includes using appropriate security measures to help safeguard sensitive information. We manage access controls to ensure that only authorised individuals can handle personal data. Data is retained only for as long as necessary for operational, legal, or business purposes, after which it is securely deleted or anonymised.

While we aim to maintain high standards of security, no system can be entirely secure. We encourage users to take their own precautions when sharing personal information online. If you have any concerns about the security of your data, please contact us.

4. How We Share Your Information

We do not sell your personal information. However, in order to provide our services effectively, we may share your data with trusted third parties in specific situations:

Service Providers - We work with third-party service providers such as payment processors, IT service providers, cloud storage platforms, and marketing platforms that help us manage operations, secure transactions, and improve our digital infrastructure.
Local Operators & Travel Partners - We collaborate with trusted local partners, including accommodation providers, transport companies, activity organisers, and tour guides, to deliver seamless travel experiences. These partners receive only the information necessary to facilitate bookings and services.
Business Transactions & Transfers - If our company undergoes a merger, acquisition, restructuring, or sale of assets, your personal data may be transferred to the new entity as part of the business transition, ensuring continuity of service.
Legal & Compliance Requirements - We may share your personal data when required to do so by law, regulatory authorities, or legal proceedings. This includes complying with government regulations, responding to legal claims, enforcing our terms and policies, and protecting the rights, safety, and security of our business, customers, and service providers.
Fraud Prevention & Security - To protect against fraud, unauthorised transactions, and cyber threats, we may share data with security consultants, payment verification services, and law enforcement agencies when necessary.

5. Data Transfers Outside of the UK/EU

Feel Free Travel operates globally, and as part of our services, your personal data may be transferred to and processed in countries outside the UK and European Economic Area (EEA), including Southeast Asia, Australia, and the United States. Some of these countries may not have the same level of data protection laws as the UK/EU.

Where possible, we work with trusted service providers that have their own privacy policies and security measures in place. When transferring data to partners in countries with different privacy laws, we take reasonable steps to ensure that your data is handled securely. However, for certain travel-related services (e.g., accommodation bookings, local transport, or activity providers in Southeast Asia), we may have limited control over how data is processed once transferred.

If you have concerns about international data transfers, please contact us at hello@feelfreetravel.com, and we will provide further details on how we protect your data.

6. Legal Basis for Processing

Under UK GDPR, we only process personal data when we have a lawful and justifiable reason to do so. This ensures that your data is handled fairly, transparently, and in compliance with legal requirements. The legal bases we rely on include:

Contractual necessity - When you book a trip with us, we need to process your personal data to manage your reservation, arrange accommodations and activities, handle payments, and provide essential travel-related communications. Without this processing, we would not be able to fulfill our obligations to deliver the services you have requested.
Legitimate interests - In some cases, we process personal data to improve our services and provide a better experience for our customers. This may include customer support, security monitoring, fraud detection, internal analytics, and service enhancements. We always ensure that our legitimate interests do not override your rights and freedoms.
Legal obligations - We may be required to process certain personal data to comply with legal and regulatory requirements. This includes obligations such as tax reporting, fraud prevention, ensuring travel compliance with border control regulations, and responding to legal requests from authorities.
Consent - In cases where we need your explicit permission, such as sending marketing communications, using certain cookies, or collecting optional survey feedback, we will ask for your consent before processing your data. You have the right to withdraw your consent at any time by updating your preferences or contacting us.
Vital interests - In rare circumstances, we may process personal data to protect an individual’s life or safety. This may include sharing emergency contact details or medical information with relevant authorities or service providers in case of an emergency during your trip.

We ensure that all data processing activities align with these legal bases and are conducted responsibly to protect your privacy and rights. If you have any questions about how we process your data under these legal bases, please contact us.

7. Website Cookies & Data Tracking

We use cookies and similar tracking technologies to improve your browsing experience, analyse website traffic, and tailor content to suit your interests better. These technologies help us understand how visitors engage with our site and enable us to enhance its functionality. You can control or disable cookies at any time through your browser settings. However, restricting cookies may affect certain features and the overall user experience on our website.

8. Children's Data

Our services are not intended for individuals under the age of 18, and we do not knowingly collect personal data from minors. When booking a trip or signing up for our services, users are required to confirm that they are 18 or older. If we become aware that a booking or data submission has been made by someone under 18, we will take appropriate action, including deleting the data and, where necessary, cancelling the booking. Parents or guardians who believe their child has provided us with personal data should contact us at hello@feelfreetravel.com, and we will promptly address the issue.

9. Your Rights

Under UK GDPR, you have certain rights regarding the collection, storage, and processing of your personal data. These rights are designed to give you greater transparency and control over how your information is handled. You may exercise these rights depending on your interactions with us and the applicable legal framework. Below is a breakdown of your key rights:

Access your data - You have the right to request a copy of the personal data we hold about you. This allows you to see what information we have collected, how it is being used, and who it has been shared with. Requests can be made by contacting us, and we will provide the information within a reasonable timeframe, subject to legal requirements.
Correct inaccuracies - If any of your personal data is incorrect, outdated, or incomplete, you can request that we update or correct the information. We encourage you to keep your details up to date, especially for bookings and communications.
Request deletion - In certain circumstances, you may request that we delete your personal data. This may apply if the data is no longer necessary for the purpose it was collected, if you withdraw consent (where applicable), or if the processing is unlawful. However, some legal or operational requirements may prevent immediate deletion (e.g., financial record-keeping, compliance obligations).
Restrict processing - You have the right to request that we limit the way we process your data in certain situations. This could apply if you contest the accuracy of the data, object to processing based on legitimate interests, or need the data for legal claims but do not want it fully deleted.
Withdraw consent - Where we rely on your consent to process personal data (such as marketing communications), you can withdraw that consent at any time. You can do this by following the unsubscribe link in marketing emails or contacting us directly. Withdrawing consent does not affect the legality of any processing done before the withdrawal.
Data portability - You have the right to request a copy of your data in a structured, commonly used, and machine-readable format so that you can transfer it to another service provider where it is technically feasible. This applies in cases where data is processed based on consent or contractual necessity.

We are committed to upholding your rights and responding to all valid requests in line with UK GDPR requirements. If you wish to exercise any of these rights, please contact us. We may need to verify your identity before processing your request for security reasons.

10. Changes to This Privacy Policy

We may review and update this privacy policy periodically to reflect changes in legal requirements, business operations, or our approach to data protection. Any modifications will be published on our website, and we encourage you to check this page regularly to stay informed about how we handle your personal data.

Last Updated: 31st January 2025

11. Contacting Us About Privacy

We take your privacy seriously and are committed to addressing any questions, concerns, or requests regarding this policy and how we handle your personal data. If you require further clarification, need assistance with exercising your rights under UK GDPR, or have any concerns about how your information is processed, please do not hesitate to reach out. Our team is available to provide support and ensure that your privacy rights are upheld. You can contact us using the details below:

Feel Free Travel Ltd
124 City Road, London, EC1V 2NX, United Kingdom
UK Company Reg: 10549017
Email: hello@feelfreetravel.com