Cookie Policy

FREEWHEEL HOLIDAYS’ privacy and COOKIE POLICY

April 2024

Important information: Freewheel Holidays is a brand of KE Adventure Travel.

 

Our Commitment To Your Privacy

Your privacy is important to us. KE Adventure Travel’s Privacy Policy lets you know how we use your personal information: what types of personal information we collect, how we collect it, what we use it for and who we may share your personal information with. You can rest assured that we work very hard to keep your information safe and secure. We will only use the information that we collect about you lawfully, in accordance with current data protection legislation.

Privacy Policy

This policy outlines how personal data collected from you is processed and stored. Please take your time to read our Privacy Policy carefully so that you fully understand how your information is used. KE Adventure Travel is committed to protecting and respecting your privacy. For the purpose of the General Data Protection Regulations (GDPR) 2018 the data controller is Freewheel Holidays, KE Adventure Travel Ltd of Central Car Park Road, Keswick, CA12 5DF.

When we refer to ‘Personal data’, we mean information that relates to you which allows us to identify you, either directly or in combination with other information that we may hold. Your personal data may include details such as your name, contact details, information relating to your booking with us or information on how you use our website or interact with us.

We will endeavour to keep your information as up to date as possible, ensuring that it is current, accurate and complete.

WHEN DO WE COLLECT PERSONAL DATA ABOUT YOU?

We may collect personal information about you whenever you use our services, when you travel with us, when using our website, when contacting us directly by phone, email, through social media or when visiting our offices.

WHAT INFORMATION DO WE COLLECT?

When completing an online form such as our enquiry form or brochure request form or when contacting us directly to enquire about one of our holidays, we record basic personal information such as your name, address, email address and contact number.

When booking a holiday we will collect additional information including your previous experience, passport details, travel insurance, emergency contact details, information relating to dietary requirements and any medical conditions that we may need to be aware of.

When you sign up to receive email marketing communications from us we require your name and email address. You can manage your preferences to ensure that you only receive marketing emails related to content that you are interested in. Once signed up you will be able to manage your own marketing preferences and are free to unsubscribe from our marketing emails at any time.

We ONLY collect personal details as a result of your direct interest in KE Adventure Travel. We DO NOT buy any third party lists from other suppliers, or share your data with any third parties without your specific permission to do so.

WHAT DO WE USE YOUR PERSONAL INFORMATION FOR?

We use the information that we hold about you in the following ways:

To provide you with the information, products or services that you have requested.

To manage your travel booking and provide you with the relevant services associated with your booking.

To communicate with you and manage our relationship with you.

To personalise and improve your customer experience.

To provide you with news, updates, promotions and offers where we have your permission to do so.

If you are unable to provide us with your personal information, then we will not be able to provide you with the services requested including accepting your booking.

CALL RECORDING

We record in-bound and out-bound telephone calls to help us monitor quality of service and for training purposes. Recording also helps to protect the interests of both KE Adventure Travel and its clients and suppliers. Recordings are paused as a matter of policy when payment details are given over the phone. You also have the right to ask the recording to be paused when giving any other personal information.

MARKETING EMAILS

You can subscribe to marketing emails via the ‘Subscribe’ to our news button on our website or by opting in via one of our website forms. Your personal information is retained and used to provide you with relevant marketing communications, including newsletters, email shots and special promotions. These communications may be tailored to you based on your preferences and the information that we hold, such as your prior travel history. We are careful not to send you marketing communications too frequently to ensure that they do not become an annoyance.

UPDATING YOUR MARKETING PREFERENCES

Each marketing communication that we send you has the option to ‘manage your preferences’ or ‘unsubscribe’ which will allow you to remove yourself from our mailing list. Alternatively you can contact us directly and we will remove your details.

Freewheel holidays MAILING LIST

When you complete the brochure request form on our website your details will be recorded in our brochure mailing list. If you no longer wish to receive a copy of our brochure then please contact us at info@freewheelholidays.co.uk or call the office directly and we will remove you from this list.

IMAGES OF YOU ON OUR HOLIDAYS

From time-to-time, our clients, staff or suppliers may take photographs and/or videos of the holiday in progress which may include images of our clients. These images and/or videos may be used in future marketing materials and stored physically and digitally. If you do not wish you or your family to be photographed or filmed or for any photographs and films which may contain images of you or your family to be used in this manner, please advise your KE Leader and/or the photographer at the beginning of your trip.

Our clients also have the option on their return to upload any photos or videos they have taken on their holiday to the KE / Freewheel Holidays website. Again, if you do not wish to appear in any images that may appear online please make other clients aware that you do not wish to be included in any photographs.

On the rare occasion that you or any of your family members are included in any images displayed on our website against your will, please contact us at info@freewheelholidays.co.uk and we will remove the images immediately.

LINKS ON OUR WEBSITE

Our site may contain links to and from the websites of our partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy notices and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

WHO DO WE SHARE YOUR PERSONAL DATA WITH?

In order to perform the contract that we have with you, we need to share personal information with our ground agents and other relevant suppliers such as distributors, airlines, hotels and transfer companies within and outside the European Economic Area. The information may also be provided to security or credit checking companies, public authorities such as customs/immigration if required by them, or as required by law.

We will not pass any information onto any person who is not responsible for facilitating the performance of the contract.

HOW LONG WILL WE KEEP YOUR PERSONAL INFORMATION FOR?

We do not hold your information for longer than is necessary to facilitate our relationship with you as our client. For example, when you book a holiday with us we will keep the information related to your booking in order to fulfil your travel arrangements. 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 and to enable us to set your loyalty membership status.

We will actively review the information we hold and delete it securely, or in some cases put it beyond use, when there is no longer a legal, business or customer need for your information to be retained.

If at any time you wish your information to be deleted from our system, please contact us at info@freewheelholidays.co.uk.

HOW SECURE IS YOUR DATA?

We have taken all necessary steps to put in place the appropriate security measures to protect your information. When you book your holiday online, we use the latest secure server software (SSL) which encrypts your booking information and payment details on submission. For My KE account holders, where you have set your own password to enable you to access your account, you are responsible for keeping this password confidential. We ask you not to share your password with anyone. All online financial transactions between you and KE Adventure Travel are conducted through a secure financial portal. KE Adventure Travel does not record or store any payment details directly. For bookings made via telephone your card details* are entered directly into the merchant provider’s secure financial portal and no copy is kept locally by KE. *See Call Recording

REQUESTING A COPY OF YOUR PERSONAL INFORMATION

You are entitled to a copy of any information held on you by KE Adventure Travel. If you would like to see this, please contact us at info@freewheelholidays.co.uk. We will provide a copy of your information within 30 days of a request.

CHANGES TO OUR PRIVACY POLICY

We review our Privacy policy regularly and any revisions will be posted directly to the policy on our website.