Privacy Policy

This Privacy Policy (“Policy”) explains how information about You is collected, used, and disclosed by Your access or use of this Site or otherwise as a result of Your interactions with Us. By visiting this Site directly or through another site, you accept the terms and conditions of this Policy. This Policy applies to this Site. We are not responsible for the content or privacy practices on any website not operated by Us to which this Site links or that links to this Site.

We respect children’s privacy. We do not knowingly or intentionally collect personal information from children under age 18. If you are under the age of 18, please do not submit any personal information to Us, and rely on a parent or guardian to assist you.

Information We Collect Automatically

We may also automatically collect information about you when you access or use the Site or transact business with Us, including: 

• Transaction Information: When you complete a payment on the website, we collect information about the transaction, such as payment amount, and the date and location of the transaction.

• Log Information: We obtain information about your use of Our websites, including the type of browser you use, access times, pages viewed, your IP address and the page you visited before navigating to this Site.

• Device Information: We collect information about the computer or mobile device you use to access Our Services, such as the hardware model, operating system and version, unique device identifiers, mobile network information, and browsing behavior.

• Location Information: We may collect information about the precise location of your device when you consent to the collection of this information. We may also collect information about your approximate location each time you access this Site.

• Information Collected by Cookies and other Tracking Technologies: We may use cookies, web beacons, and other tracking technologies to collect  information about you and your interaction with this Site, including information about your browsing behavior, purchase behavior, and other engagement with the Services. 

We use this information in one or more of the ways described in the “Use of Information” section below. Most web browsers are set to accept cookies by default, but you can usually change your browser settings to remove or reject cookies.

Information Use and Disclosure

Internal Use

We use your personal information to process your payment and provide you with the service. We may internally your personal information to improve this Site’s content and layout, to improve outreach and for Our own marketing efforts (including marketing our services and products to you), and to determine general marketplace information about visitors to this Site.

External Use

We do not sell, rent, trade, license or otherwise disclose your specific personal information or financial information to anyone.

Your information is processed in a secure manner. 

We may disclose information to third parties that perform specific functions on Our behalf. However, we will only disclose the information that is necessary for them to perform their service. We must provide your credit card number to financial-services corporations such as credit-card processors and issuers as is required to process your orders. We will use industry standard security measures, including data encryption, when providing your credit card number to others. We may disclose personal information or financial information in response to requests from law enforcement officials conducting investigations; subpoenas; a court order; or if We are otherwise required to disclose such information by law. We also will release personal information where disclosure is necessary to protect our legal rights, enforce our Terms and Conditions or other agreements, or to protect ourselves or others. For example, we may share information to reduce the risk of fraud or if someone uses or attempts to use this Site for illegal reasons or to commit fraud.

Updates to this Policy

If We change or update this Privacy Policy, we will post changes and updates on the Site so that you will always be aware of what information We collect, use and disclose. We encourage you to review this Policy from time to time so you will know if the Privacy Policy has been changed or updated.

A8. Policies

1. When you make a Booking, you accept the applicable policies as displayed in the booking process. You'll find each Service Provider's cancellation policy and any other policies (about age requirements, security/damage deposits, additional supplements for group Bookings, extra beds, breakfast, pets, cards accepted, etc.) on our Platform: on the Service Provider information pages, during the booking process, in the fine print, and/or in the confirmation email or ticket (if applicable).

2. If you cancel a Booking or don’t show up, any cancellation/no-show fee and any refund will depend on the Service Provider’s cancellation/no-show policy.

3. Some Bookings can’t be cancelled for free, while others can only be cancelled for free before a deadline.

4. If you book a Travel Experience by paying in advance (including all price components and/or a damage deposit if applicable), the Service Provider may cancel the Booking without notice if they can't collect the balance on the date specified. If they do, any non-refundable payment you’ve made will only be refunded at their discretion. It's your responsibility to make sure the payment goes ahead on time (that your bank, debit card or credit card details are correct, and that there's enough money available in your account).

5. If you think you're not going to arrive on time, please contact your Service Provider and tell them when they can expect you, so they don't cancel your Booking. If you’re late, we are not liable for the consequences (e.g. the cancellation of your Booking, or any fees the Service Provider may charge).

6. As the person making the Booking, you are responsible for the actions and behaviour (in relation to the Travel Experience) of everyone in the group. You are also responsible for obtaining their permission before providing us with their personal data.

A15. What if something goes wrong?

1. If you have a query or complaint, please contact our Customer Service team. You can do this by accessing your Booking, or through our app, or through our Help Centre (where you’ll also find some useful FAQs). You can help us help you as quickly as possible - by providing:

your Booking confirmation number, your contact details, your PIN code (if you have one) and the email address you used when you made your Booking

a summary of the issue, including how you’d like us to help you

any supporting documents (bank statement, pictures, receipts, etc.)

2. All queries and complaints are recorded, and the most urgent ones are treated as highest priority.

6. We do try to resolve disputes internally, and we’re not obliged to submit to any alternative dispute resolution procedures handled by independent providers.

A16. Communication with the Service Provider

1. We may help you communicate with your Service Provider, but we can’t guarantee that they’ll read anything from you, or that they’ll do what you ask. In itself, the fact that you contact them, or that they contact you, doesn’t mean you have any grounds for legal action.

A17. Measures against unacceptable behaviour

1. We have the right to stop you making any Bookings, to cancel any Bookings you’ve already made, and/or to stop you using our Platform, our Customer Service, and/or your Account. Of course, we’ll only do this if, in our opinion, there’s a good reason to - for example:

fraud or abuse

non-compliance with Our values, or with applicable laws or regulations

inappropriate or unlawful behaviour (e.g. violence, threats or invasion of privacy) in relation to us, any of the companies we work with – or anyone else, for that matter.

2. If we cancel a Booking as a result, you won’t be entitled to a refund. We may tell you why we've cancelled your Booking, unless telling you would (a) contravene applicable laws and/or (b) prevent or obstruct the detection or prevention of fraud or other illegal activities. If you believe we have incorrectly cancelled your Booking, please contact our Customer Service team.

A18. Limitation of liability

1. To the extent permitted by mandatory consumer law, we’ll only be liable for costs you incur as a direct result of a failure on our behalf. This means, to the extent permitted by law, we won’t be liable for (e.g.) any:

• indirect loss or indirect damage
• inaccurate information about a Service Provider
• product, service or action of a Service Provider or other business partner
• mistake in an email address, phone number or credit card number (unless it’s our fault)
• force majeure or event beyond our control.

2. If you are in breach of these Terms and/or the Service Provider’s terms, to the extent permitted by law:

• we won’t be liable for any costs you incur as a result, and
• you won’t be entitled to any refund.

3. To the extent permitted by law, the most that we, or any Service Provider, will be liable for (whether for one event or a series of connected events) is the cost of your Booking, as set out in your confirmation email.

4. Nothing in these terms will limit our (or the Service Provider’s) liability in respect of our (or their) own (i) negligence that leads to death or personal injury or (ii) fraud or fraudulent misrepresentation.

5. We don’t make any promises about Service Providers’ products and services (apart from what we expressly state in these Terms). Making the right choice(s) is entirely your responsibility.

6. Just to make it clear: nothing in these Terms will entitle any third party other than the Service Provider to anything.