Sanctuary Retreats Ltd.
Version Date: 08/06/2021
Welcome to the privacy notice for the Sanctuary Retreats.
Sanctuary Retreats (“SR”) respects your privacy and is committed to protecting your personal data. This privacy notice will inform you as to how we look after your personal data when you visit our website (regardless of where you visit it from) or when you otherwise provide personal data to us via other means (such as over the telephone) (regardless of where you visit it from) and tell you about your privacy rights and how the law protects you. Depending on where you are resident, you will need to access the link relevant to your jurisdiction which can be found on the left hand side of this policy.
The following companies and websites are within the scope of this privacy notice.
Sanctuary Retreats Ltd. www.sanctuaryretreats.com
Purpose of this privacy notice
This privacy notice aims to give you information on how the A&K group of companies collects, manages and processes your personal data, including any data you may provide through this website or via any other means (such as over the telephone) when you purchase travel arrangements through us or otherwise provide personal data to us.
This website is not intended for children and the only circumstances in which we collect data relating to children is where you make a booking of arrangements and you have children in your party.
It is important that you read this privacy notice together with any other privacy notice or fair processing notice we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data. This privacy notice supplements the other notices and is not intended to override them.
Data Controller\Data Processor
SR can be considered both a controller and a processor and remains responsible for your personal data (collectively referred to as “SR", "we", "us" or "our" in this privacy notice).
When we work with agents to process itinerary requests, travel bookings or travel services on behalf of their clients, we are be considered the data processor. This is because we act on the instruction of the agent and process their client’s personal data in order to provide services that the agent requests on behalf of their client.
We have appointed a data protection compliance manager who is responsible for overseeing questions in relation to this privacy notice. If you have any questions about this privacy notice, including any requests to exercise your legal rights, please contact the data protection compliance manager using the details set out below.
Please select the relevant dropdown for the contact details of the Data Controller for your country or region. If you are uncertain of have a general question regarding data protection, please use the contact details for the United Kingdom.
United Kingdom of Great Britain and Northern Ireland
Legal entity: Sanctuary Retreats Ltd.
Company No: 04156999
Name: Data Compliance Officer
Email address: email@example.com
Postal address: St George's House, Ambrose Street, Cheltenham, GL50 3LG.
Data Protection Officer
Legal Entity: GRCiLaw ltd
Company No: 11311669
Name: Data Protection Officer as a Service
Email Address: firstname.lastname@example.org
Postal address: Unit 3 Clive Court, Bartholomews Walk, Cambridge Business Park, Ely, Cambs. CB7 4EA.
Supervisory body: The Information Commissioner’s Office (ICO).
Website URL: ico.org.uk
Right to complain
You have the right to make a complaint at any time. There are many data protection supervisory bodies around the world and we would suggest that you make any complaints to the relevant supervisory body (details above).
We would, however, appreciate the opportunity to deal with your concerns before you approach a supervisory body, so please contact us in the first instance.
Changes to the privacy notice and your duty to inform us of changes
It is important that the personal data we hold about you is accurate and current. Please keep us informed if any of the details you provide to us should change, during the course of your relationship with us.
This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.
Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).
We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:
(A) Identity Data
This includes data relating specifically to your identity, such as your first name, maiden name, last name or similar identifier, marital status, title, date of birth and gender.
(B) Contact Data
This includes data relating to how you may be contacted, such as your home address, business address, email address and telephone numbers.
(C) Financial Data
This includes data relating to your means and methods of payment, such as your bank account and payment card details. We don't retain or store credit card details unless as authorised to retain as a security deposit and we will obtain your express authority to store these for this purpose.
(D) Transaction Data
This includes data relating to the transactions you have carried out with us, such as details about payments to and from you and other details of products and services you have purchased from us.
(E) Technical Data
This includes more technical data that we may obtain when you make use of our website, such as your internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website.
(F) Profile Data
This includes the data that we receive if and when you create a profile on our website and make use of that profile, such as your username and password, purchases or orders made by you, your interests, preferences, feedback and survey responses.
(G) Usage Data
This includes information about how you use our website, products and services.
(H) Marketing and Communications Data
This includes your preferences in relation to whether or not you want to receive marketing from us and our third parties and also your communication preferences.
We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we will treat the combined data as personal data which will be used in accordance with this privacy notice.
Special Categories of Personal Data
During our interactions we may collect special categories of personal data about you as detailed below. This may be because you want us to have the information or inadvertently as result of a group you travel with (please see example below). It may also be because we need to know certain personal data about you which is special category data in order that we can provide you with the best possible service and advise you whether a trip is suitable for you. Health is one of the best examples of this.
E.g. If we receive a group booking from a specific religious association we will inadvertently have details of religious beliefs of those individuals. The same can be said for groups from political associations and trade union associations.
E.g. We are sometimes asked whether certain medication is allowed to be taken into certain jurisdictions which discloses certain medical conditions.
Other special category of personal data which we may end up receiving from you include details about your:
If you have concerns with us processing or transferring your data then please discuss that with us at your earliest convenience in order that we can book your holiday and provide you with the necessary services.
If you are happy to consent to our use of your sensitive information, you will also be able to withdraw your consent at any time. However, as this will prevent us from providing your holiday, we will be required to treat any withdrawal of consent as a cancellation of your booking and the cancellation charges in the Booking Terms and Conditions for your booking will become payable.
We use different methods to collect data from and about you including through:
You may give us your Identity, Contact and Financial Data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:
Automated technologies or interactions
As you interact with our website, we may automatically collect Technical Data about your equipment, browsing actions and patterns.
We may receive personal data about you from various third parties as set out below:
Technical Data from the following parties:
From time to time we may run competitions with third parties where we would collect data about you, however all participants have the option to opt in or out to receive any information from us.
We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:
Generally we do not rely on consent as a legal basis for processing your personal data other than in relation to sending direct marketing communications to you via email or text message. You have the right to withdraw consent to marketing at any time by contacting us via the contact details for your country or region.
Purposes for which we will use your personal data
We have set out below, in a table format, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.
Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact us if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the table below.
Type of data
Lawful basis for processing
Register you as a prospect and initial profile creation
Necessary for our legitimate interests.
Creation of itinerary and trip planning, which includes the transfer of data to other jurisdictions.
Performance of a contract with you.
To process and deliver your booking including:
(a) Putting final itinerary together and adding additional requests;
(b) Transfer of further data to other jurisdictions as requested by the guest;
(c) Manage payments, fees and charges;
(d) Collect and recover money owed to us.
(e) Marketing and communications
Performance of a contract with you.
To manage our relationship with you which will include:
(a) Right to rectification of your personal information.
(b) Asking you to leave a review or take a survey.
(a) Necessary to comply with a legal obligation;
(b) Necessary for our legitimate interests.
To deliver relevant website content and advertisements to you and measure or understand the effectiveness of the advertising we serve to you
(e) Marketing and communications
Necessary for our legitimate interests (to study how customers use our products/services, to develop them, to grow our business and to inform our marketing strategy). To ensure marketing is relevant to your requirements or interests.
To use data analytics to improve our website, products/services, marketing, customer relationships and experiences
Necessary for our legitimate interests (to define types of customers for our products and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy)
To make suggestions and recommendations to you about goods or services that may be of interest to you
(f) Marketing and communications
Necessary for our legitimate interests (to develop our products/services and grow our business)
To monitor our communications with you in order to check any instructions given to us, for training purposes, for crime prevention, to improve the quality of our customer service and to defend legal claims.
(a) Necessary for our legitimate interests (to assist us in training our employees and defend our business in the event of a claim).
(b) Necessary to comply with a legal obligation;
We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising.
Promotional offers from us
We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you (we call this marketing).
You will receive marketing communications from us if you have made a booking with us and, in each case, you have opted in to receive that marketing.
Where you have not made a booking with us but you are interested in receiving marketing communications from us about products, services and offers, we will get your express opt-in consent.
We will get your express opt-in consent before we share your personal data with any third party for marketing purposes.
You can ask us to stop sending you marketing messages at any time by following the opt-out unsubscribe links on any marketing message sent to you or by contacting your travel consultant at any time or by sending an email to the relevant data compliance email address for your region.
Where you opt out of receiving these marketing messages, this will not apply to personal data that you have provided to us as a result of a purchase of arrangements or other such transactions.
We may monitor, record, store and use any [telephone,] email or other communication with you in order to check any instructions given to us, for training purposes, for crime prevention and to improve the quality of our customer service.
Change of purpose
We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact via the relevant data compliance email address for your region.
If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.
Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.
We may have to share your personal data with the parties set out below for the purposes set out in the table in paragraph 4 above.
We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.
In the event of our insolvency we, or any appointed insolvency practitioner, may disclose your personal information to the CAA, and/or ABTA so that they can assess the status of your booking and advise you on the appropriate course of action under any scheme of financial protection. The CAA’s General Privacy Notice is at https://www.caa.co.uk/Our-work/About-us/General-privacy-notice/ ABTA’s Privacy Notice is at https://www.abta.com/privacy-notice.
We do transfer your personal data to different countries around the world to the suppliers fulfilling or providing your travel arrangements in order to satisfy our contract with you and for those suppliers to be able to provide you with the travel arrangements you have booked if you are travelling outside of your country of residence.
Whenever we transfer your personal data, we ensure a similar or more extensive degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:
Please contact us if you want further information on the specific mechanism used by us when transferring your personal data to other countries.
We have put in place appropriate technical and operational security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.
We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
How long will you use my personal data for?
We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.
To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.
Details of retention periods for different aspects of your personal data are available in our retention policy which you can request from us by sending an email to the relevant data compliance email address for your region.
In addition to the above, by law we have to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for six years after they cease being customers for tax purposes.
In some circumstances you can ask us to delete your data: see Request erasure below for further information.
In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.
Under certain circumstances, you have rights under data protection laws in relation to your personal data. Please click on the links below to find out more about these rights:
If you wish to exercise any of the rights set out above, please contact us using the contact details for your country or region.
No fee usually required
You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.
What we may need from you
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response. You may be required to show your identification at the relevant A&K office.
Time limit to respond
We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
YOUR LEGAL RIGHTS
You have the right to: