Our privacy promise
AV Tours is committed to respecting your privacy and protecting your personal information
You can access our full Privacy Policy below to help you to understand better how we use your personal information. In it, we explain in more detail the types of personal information we collect, how we collect it, what we may use it for and who we may share it with.
Within the Privacy Policy you will find some specific examples of why and how we use your personal information. If you have further questions please get in touch with us by emailing info@avtours.co.uk
Without prejudice to your rights under applicable laws, the above and the Privacy Policy are not contractual and do not form part of your contract with us.
Controller of Personal Information
Any personal information processed by AV Tours in connection with this Privacy Policy is controlled by AV Tours, which is considered the “data controller” of your personal information under European Union and UK data protection law. You can contact our data controller by emailing: info@avtours.co.uk
Any provider of services such as a hotel will also separately be a “data controller”. You can access the privacy policies of those providers from them directly.
What do we mean by personal information?
Personal information means details which identify you or could be used to identify you, such as your name and contact details, your travel arrangements and purchase history. It may also include information about how you use our website.
When does this policy apply?
This Privacy Policy applies to personal information about you that we collect, use and otherwise process regarding your relationship with us as a customer or potential customer, including when you travel with us or use our other services, use our websites or mobile applications and contact us.
Where we reference that others are data controllers in the sections ’Controller of Personal Information’ and ’Who do we share your personal information with?’ you should consult their privacy policies for further information.
When and why do we collect ‘sensitive personal data’?
Certain categories of personal information, such as that about race, ethnicity, religion, health, sexuality or biometric information are special categories of data requiring additional protection under European Union and UK data protection law and is referred to here as “sensitive personal data”. Generally, we try to limit the circumstances where we collect and process sensitive personal data. Examples of where we may collect and process ’sensitive personal data’ includes the following:
In addition, you may have requested services (such as a meal) which is not ’sensitive data’ but may imply or suggest your religion, health or other information.
What do we use your personal information for?
The main purposes for which we use your personal information are:
When will we send you marketing?
When we collect information directly from you we may ask you if you do not want to receive our marketing communications. Please be aware that we do sometimes send marketing communications that promote a third party’s products and services (for example, those of our business partners) as well as our own.
We will respect your choice as to what communications you wish to receive and how these are sent.
How can you change what marketing communications you receive and how you receive them?
If you decide you would no longer like to be sent marketing communications, you can change your mind at any time by contacting us on info@avtours.co.uk
Please note that if you tell us that you do not wish to be sent further marketing communications, you will still receive service communications (as described above) which are necessary, for example, to confirm your booking or to provide you with an update on its status.
If you ask us to stop sending marketing communications, please note we will retain your personal information for the purposes of indicating that you do not want to receive marketing communications.
What is our legal basis for using your personal information?
AV Tours will only process your personal information where we have a legal basis to do so. The legal basis will depend on the reason or reasons AV Tours collected and needs to use your information. Under EU and UK data protection laws in almost all cases the legal basis will be:
More information on each legal basis is provided below.
If processing of your data is subject to any other laws, then the basis of processing your data may be different to that set out above and may in those circumstances be based on your consent in all cases.
How long do we keep personal information?
We will keep your information for as long as we need it for the purpose it is being processed for. For example, where you book a camp with us we will keep the information related to your booking, so we can fulfil the specific travel arrangements you have made and after that, we will keep the information for a period which enables us to handle or respond to any complaints, queries or concerns relating to the booking. The information may also be retained so that we can continue to improve your experience with us.
We will actively review the information we hold and delete it securely, or in some cases anonymise it, when there is no longer a legal, business or customer need for it to be retained. If you stop interacting with us as a customer, we will remove or anonymise your information after 7 years.
Performance of a contract with you
It will be necessary for AV Tours to use your personal information to complete a booking you have made with us. For example, we will need to use information such as your contact details and payment information to provide you with the holiday you have requested and paid for.
Legitimate Interests
As a cycling holiday provider AV Tours has a legitimate business interest to use the personal information we collect to offer an effective service and carry out our business.
Compliance with legal obligations
There are situations where AV Tours is subject to a legal obligation and needs to use your personal information to comply with those obligations.
To protect the vital interest of you or another person
There are situations where we may need to use your personal information to protect the vital interests of you or another person. For example: If we collect and process medical information in the event of a medical emergency and you are incapable of giving your consent.
Consent
Alternatively, we may collect and use your personal information where you have given your specific consent to us doing so.
If the basis of our processing your data is consent to marketing, you can withdraw your consent to such processing at any time by emailing us at: info@avtours.co.uk
However, if you withdraw your full consent, in some circumstances, it may mean we will not be able to provide all or parts of the services you have requested from us and you will not be able to cancel your booking or obtain a refund of any charges you have paid.
Who do we share your personal information with?
· Third party suppliers that we work with to provide your booking and our other services to you. This includes for example: transport companies, bicycle hire companies;
· Other third party suppliers that we work with in connection with our business. We share your information with third party suppliers that provide us with services in connection with our business and the provision of our services to you. This includes for example: marketing agencies and/or companies that run our marketing campaigns, IT developers, service providers and hosting providers, third parties that manage promotions or competitions that we may run, third party software companies that provide us with applications on a white label basis, advertising providers and networks, site analytics providers and credit card screening companies;
· Courts or advisors. We share your information with other third parties (including legal, accountants or other advisors, regulatory authorities, courts and government agencies) where necessary to enable us to enforce our legal rights, or to protect the rights, property or safety of our employees or where such disclosure may be permitted or required by law; and
· Third parties which are successors of the business. Your information may be disclosed to any successors of our business, in the event of a re-organisation, merger or sale, for them to use for the purposes as set out in this Privacy Policy.
Where we do share your information with third parties, we will require them to maintain appropriate security to protect your information from unauthorised access or processing, unless we have no ability to do so (for example, where we are sharing information with border agencies or enforcement authorities).
Requesting a copy of your personal information
Under the UK Data Protection Act 1998, you may request a copy of any personal data about you held by AV Tours. There is no fee for this request.
The request must be in writing and must contain the following:
o Booking reference or flight numbers and dates.
o Executive Club number.
o Telephone recording details (identifier number, the number you call from, the number and option you dialled, the date and time of your call(s)).
You must also provide:
Please send your request by email to: the Data Protection Officer on info@avtours.co.uk
What are your legal rights in relation to the personal information we hold about you?
Under data protection laws in the European Union and the UK, you have certain rights in relation to your personal information. Responses to exercise your rights will be provided within one month and generally there is no fee for making these requests. If your request is particularly complicated we may extend the deadline for responding to three months, but we will let you know if this is the case.
We will handle all requests in accordance with applicable law. However, depending on the right you wish to exercise, and the nature of the personal information involved, there may be legal reasons why we cannot grant your request. Further explanation of those rights and the exceptions to them are set out below.
Details of how to exercise your rights are set out in the section below “How can you exercise your legal rights and change how we use your data?
Your rights include the following:
1. You may request us to stop sending you marketing. To see how to change your permission to market please refer to the section “What marketing will we send you?”. If you do so we will no longer be able to send you marketing communications. However, if you subsequently book a holiday with us we will need to send you communications about the services you have booked to use, such as your hotel. These communications will help you get the most from the services we provide and may also contain options and other details about the services you will be using.
2. You may request us to stop using your personal information where we are doing so under legitimate interests (see the section “What is our legal basis for using your personal information” for examples of when that applies) unless it is needed for dealing with legal claims or we have other compelling legitimate reasons that override your rights.
3. You may request us to stop processing of your personal information for marketing purposes including analytics for the purposes of targeted marketing, including online advertising.
4. You may access the personal information we hold on you.
5. There are some limited exceptions to this right, such as information relating to others who have not consented to the disclosure of their information and information which is legally privileged. Please see “Accessing your personal information” below for more details.
6. You may ask us to correct your personal information (the ‘right of rectification’) if that information is inaccurate. How to do this see section on “How can you change what marketing communications you receive and how you receive them?”
7. You may ask for personal information which identifies you to be erased (or forgotten).
To do this we will remove the information that identifies you from the data we hold in our active systems (“anonymise”). However, a separate and restricted copy of the identifying information will be kept for 7 years to meet the obligations we have to law enforcement, national authorities and legal proceedings.
Considerations:
How can you exercise your legal rights and change how we use your data?
If you wish to change how we use your personal information, we will ask for some information to identify you, which will only be used to process your request. We will verify your identify via email before processing your request.
Accessing your personal information
If you wish to receive a copy of your information, you can make your request in writing and include the following information with your request:
Any details which may help us locate the information which is the subject of your request, for example a Booking reference and dates
Please send your request to: info@avtours.co.uk
How will we inform you of changes to this Privacy Policy?
If we change this Privacy Policy, we will let you know about the changes by publishing the updated version on https://avtours.co.uk We are committed to protecting and respecting your privacy and will continue to do so in any future changes we make to this Privacy Policy.
This Privacy Policy came into effect on 27 November 2023 replacing our previous Privacy Policy. This Privacy Policy applies to all information we process about you in connection with your relationship with us as a customer or potential customer.
Please write to the Data Protection Officer if you would like to find out more about any matters to do with this Privacy Policy.
How to get in touch with us and your right to complain to our supervisory authority?
If you have any questions about this policy, please contact the Data Protection Officer. The Data Protection Officer for AV Tours can be contacted at info@avtours.co.uk
We work hard to handle your information responsibly. If you are unhappy about the way we do this, please contact AV Tours’s Data Protection Officer who will address your concerns.
We hope that we will be able to resolve any concerns you may have. However, you have a right to complain to the UK’s Supervisory Authority for data protection, the Information Commissioner at:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
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