Privacy Policy

1. Introduction

At Encounter Walking Holidays, we are committed to protecting your privacy and personal data. This Privacy Policy explains how we collect, use, store, and protect your information when you use our website, book our services, or communicate with us.

We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

2. Who We Are

Encounter Walking Holidays is the data controller for the personal information we collect. Our contact details are:

• Email: info@encounterwalkingholidays.com
• Phone: +44 (0) 1208 871066
• Address: Henleaze House Business Centre, 13 Harbury Road, Henleaze, Bristol, England, BS9 4PN

3. Information We Collect

3.1 Information You Provide

We collect information you give us directly, including:

• Name, email address, phone number, and postal address
• Booking details and travel preferences
• Dietary requirements and accessibility needs
• Emergency contact information
• Payment information (processed securely through our payment provider)
• Communications you send to us
• Feedback and reviews

3.2 Information Collected Automatically

When you visit our website, we may automatically collect:

• IP address and browser type
• Device information
• Pages visited and time spent on our website
• Referring website
• Location data (with your consent)

3.3 Cookies

We use cookies and similar technologies to improve your experience on our website. You can manage your cookie preferences through your browser settings. Essential cookies are required for the website to function properly.

4. How We Use Your Information

We use your personal information to:

• Process and manage your bookings
• Provide you with walking holiday services
• Communicate with you about your booking
• Send you important updates about your trip
• Share necessary information with accommodation providers and transfer services
• Respond to your enquiries and provide customer support
• Send marketing communications (with your consent)
• Improve our services and website
• Comply with legal obligations
• Protect against fraud and maintain security

5. Legal Basis for Processing

We process your personal data based on:

• Contract: To fulfil our booking agreement with you
• Legitimate interests: To improve our services and communicate with you
• Consent: For marketing communications and non-essential cookies
• Legal obligation: To comply with applicable laws

6. Sharing Your Information

We may share your information with:

• Accommodation providers: To arrange your stays
• Luggage transfer services: To arrange bag transfers
• Payment processors: To process your payments securely
• Email service providers: To send communications
• Analytics providers: To understand website usage
• Legal authorities: When required by law

We require all third parties to respect the security of your personal data and treat it in accordance with the law. We do not sell your personal information to third parties.

7. International Transfers

Your information is primarily stored and processed in the United Kingdom. If we transfer data outside the UK, we ensure appropriate safeguards are in place to protect your information.

8. Data Retention

We apply standard retention periods to different categories of personal information and review the information we hold from time to time. In some circumstances, we may need to keep information for longer than the standard period to comply with legal or regulatory obligations, resolve disputes, prevent fraud, protect our legal rights, or where information is retained in secure backups until routine deletion cycles are completed.

• Booking records: 7 years after your last booking, to support accounting, tax, legal, and customer service requirements.
• Marketing preferences: until you withdraw consent or ask us to update your communication choices.
• Website analytics and consent records: retained according to the settings and retention controls of the tools we use.
• Enquiry correspondence: 3 years, to manage follow-up queries, customer service, and records of communications.

9. Your Rights

Under data protection law, you have the right to:

• Access: Request a copy of your personal data
• Rectification: Have inaccurate data corrected
• Erasure: Request deletion of your data (in certain circumstances)
• Restriction: Limit how we use your data
• Portability: Receive your data in a portable format
• Object: Object to certain processing, including marketing
• Withdraw consent: Where processing is based on consent

To exercise any of these rights, please contact us at info@encounterwalkingholidays.com. We will respond within one month.

10. Marketing Communications

We will only send you marketing emails if you have opted in to receive them. You can unsubscribe at any time by clicking the unsubscribe link in any email or by contacting us directly.

11. Security

We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, alteration, disclosure, or destruction. These include:

• Secure SSL encryption on our website
• Secure payment processing through trusted providers
• Access controls and authentication
• Regular security reviews
• Staff training on data protection

12. Children's Privacy

Our services are not directed at children under 16. We do not knowingly collect personal information from children. If you are a parent or guardian and believe we have collected information about a child, please contact us.

13. Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices of these websites. We encourage you to read their privacy policies.

14. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of significant changes by posting a notice on our website or by email. The date at the top of this policy indicates when it was last updated.

15. Complaints

If you have concerns about how we handle your personal data, please contact us first. You also have the right to lodge a complaint with the Information Commissioner's Office (ICO):

16. Contact Us

If you have any questions about this Privacy Policy or our data practices, please contact us:

• Email: info@encounterwalkingholidays.com
• Phone: +44 (0) 1208 871066
• Address: Henleaze House Business Centre, 13 Harbury Road, Henleaze, Bristol, England, BS9 4PN