Privacy Policy

1. Information We Collect

1.1 Information you provide to us

• Identification and contact data: full name, email address, phone number, postal and billing address, and country of residence.
• Travel document data: date of birth, gender, nationality, passport or ID number and expiration date, and visa or entry permit details when required by an airline, hotel, or destination authority.
• Booking data: destinations, dates, itineraries, room and occupancy details, selected activities, add-ons such as Cancellation Coverage, loyalty program numbers, and special requests.
• Payment data: card and billing details entered in the checkout, which are transmitted directly to our payment processor. We store only the transaction reference and limited data such as the card brand and last four digits.
• Sensitive data you choose to share: dietary requirements, accessibility needs, or medical conditions relevant to your trip. We process this information only to arrange the services you request, and with your consent where the law requires it.
• Account and program data: credentials, wallet and travel credit balances, referral activity, and support tickets.
• Communications: the content of your emails, chats, forms, text messages, and recorded or logged phone interactions with our team.

1.2 Information about other travelers

When you book for other people, you provide their personal information to us. You confirm that you are authorized to do so and that you have informed them of this Privacy Policy and of how their data will be used.

1.3 Information collected automatically

• Device and connection data such as IP address, browser type, operating system, language, and approximate location derived from the IP address.
• Usage data such as pages viewed, searches performed, trips consulted, clicks, session duration, and referring URLs.
• Cookies, pixels, local storage, and similar technologies, including tracking pixels in our emails that record whether a message was opened or a link was clicked, and referral parameters used to attribute a booking to a referral link or campaign.

1.4 Information from third parties

We may receive information from airlines, hotels, activity operators, global distribution systems, and other travel providers regarding the status of your booking; from payment processors regarding the result of a transaction and fraud signals; from anti-fraud and bot-detection services; and from advertising or analytics partners in aggregated or pseudonymized form.

2. How We Use Your Information

We use personal information for the following purposes:

• To provide our services: to prepare quotes, confirm and manage flight, hotel, transfer, and activity reservations, issue tickets and vouchers, and transmit the data required by each supplier.
• To communicate about your trip: booking confirmations, itinerary updates, schedule changes, check-in reminders, payment reminders, and emergency alerts.
• To provide customer support: to answer enquiries, manage changes, cancellations, refunds, and complaints.
• To process payments: to charge the amounts due, manage deposits and installments, issue refunds and travel credit, and manage disputes and chargebacks.
• To operate our programs: wallet balances, travel credit, referral rewards, and promotions.
• For security and fraud prevention: to verify identity, detect and prevent fraudulent or abusive activity, protect our systems, and enforce our Terms and Conditions.
• To comply with legal obligations: tax, accounting, seller of travel regulations, government or airline security requirements, and lawful requests from authorities.
• To improve our services: analytics, performance measurement, testing, and development of new features.
• For marketing: to send offers and travel inspiration where you have consented or where permitted by law, and to measure the effectiveness of our campaigns.

Where data protection law requires a legal basis, we rely on the performance of our contract with you, our legitimate interests in operating and securing our business, your consent (which you may withdraw at any time), and compliance with legal obligations.

3. SMS & Email Notifications and Consent

By providing your phone number and email address, you consent to receive service communications regarding:

• Flight schedule changes, delays, or cancellations.
• Itinerary updates, booking confirmations, and check-in reminders.
• Payment and documentation reminders.
• Emergency travel alerts and important trip updates.

Marketing messages are sent only when you have opted in. You can opt out at any time by replying STOP to any SMS or by using the unsubscribe link in our emails; opting out of marketing does not stop essential service messages related to an active booking. Message frequency varies and message and data rates may apply. Replying HELP to a text message will return our contact information.

No mobile information, text messaging opt-in data, or consent is sold, rented, or shared with third parties or affiliates for their own marketing or promotional purposes. This information is shared only with the communications providers that deliver messages on our behalf, and only for that purpose.

Calls with our team may be recorded or logged for quality, training, and security purposes where permitted by law.

4. Cookies and Similar Technologies

We use cookies and similar technologies to operate the website, remember your preferences and session, measure traffic, attribute referrals, and — where you consent — deliver and measure advertising. The main categories are:

• Strictly necessary: required for the site to function, including session management, security, load balancing, and bot detection.
• Functional: remember settings such as language, currency, recent searches, and trip selections.
• Analytics: help us understand how the site is used and how it performs.
• Advertising and attribution: measure campaign results and referral links, and enable personalized advertising on third-party platforms.

We currently use services such as Google Analytics, the Meta (Facebook) pixel, and Google reCAPTCHA Enterprise for bot protection. These providers may set their own cookies and process data according to their own privacy policies. Our emails include pixels that tell us whether a message was opened and which links were clicked, so that we can measure and improve our communications.

You can manage or delete cookies through your browser settings and opt out of certain tracking through the tools offered by the relevant provider. Blocking strictly necessary cookies may prevent parts of the website from working.

5. How We Share Your Information

We do not sell your personal information for money. We share it only as described below:

• Travel suppliers: airlines, hotels, activity and tour operators, transfer and car rental companies, and insurers, so that they can deliver the services included in your booking. These suppliers act as independent controllers under their own privacy policies.
• Distribution and content platforms: global distribution systems and travel technology providers, used to search, price, book, and manage travel inventory.
• Payment processing: Stripe, which processes card data directly and applies its own security and anti-fraud controls.
• Communications providers: We may use third parties platforms to send emails, text messages, and to connect calls.
• Technology and service providers: hosting, storage, security, analytics, customer support, and accounting providers that process data on our behalf under contractual confidentiality and security obligations.
• Authorities and legal requirements: when required by law, court order, customs or immigration authorities, or to establish, exercise, or defend legal claims.
• Corporate transactions: in connection with a merger, acquisition, financing, or sale of assets, subject to equivalent protection of your information.

Some advertising and analytics cookies may be considered a "sale" or "sharing" of personal information for targeted advertising under certain US state privacy laws. You may opt out as described in Section 8.

6. International Data Transfers

Travel is international by nature. To operate your booking we transfer personal information to suppliers, systems, and service providers located in other countries, including the destination country, which may have data protection rules different from those of your place of residence. Where required, we rely on appropriate safeguards such as standard contractual clauses, adequacy decisions, or the transfer being necessary for the performance of your travel contract.

7. Data Retention

We keep personal information only for as long as necessary for the purposes described in this Policy. Booking and financial records are generally retained for the period required by tax, accounting, and seller of travel regulations, and for the duration of any applicable limitation period for legal claims. Account and marketing data are retained until you delete your account or withdraw your consent, and communication logs are retained for a limited period for quality and security purposes. Once retention periods expire, information is deleted or anonymized.

8. Your Rights

Depending on your jurisdiction, you may have the right to:

• Access the personal information we hold about you and obtain a copy of it.
• Correct inaccurate or incomplete information.
• Request deletion of your information, subject to legal and contractual retention requirements.
• Object to or restrict certain processing, including processing based on our legitimate interests.
• Withdraw consent at any time, without affecting processing carried out before the withdrawal.
• Opt out of marketing emails and text messages.
• Receive your information in a portable format and, where applicable, have it transmitted to another controller.
• Be free from discrimination for exercising your privacy rights.

To exercise these rights, contact us at info@travely.com from the email address associated with your booking or account. We may need to verify your identity before responding, and we will reply within the period established by the applicable law. If we decline your request, you may ask us to review that decision by replying to our response, and you may also lodge a complaint with your local data protection authority. Requests may be submitted through an authorized agent where the applicable law allows it, provided that the agent supplies proof of authorization.

9. Data Security

We implement industry-standard security measures and maintain our systems, servers, and infrastructure regularly updated to protect your personal data against unauthorized access, alteration, disclosure, or destruction. Traffic is encrypted in transit, access to personal information is limited to personnel who need it, payment data is handled by a PCI-DSS compliant processor, and our environment is continuously monitored under strict internal security procedures and best practices.

While we take these precautions seriously, no system can be guaranteed to be completely secure. If you suspect any unauthorized access or security issue related to your data, please contact us immediately so we can take appropriate action. You are also responsible for keeping your account credentials confidential.

10. Children's Privacy

Our website and services are directed to adults. We do not knowingly collect personal information from children under 13 years of age, other than the traveler details provided by an adult in order to book a trip for a minor. If you believe a child has provided us with personal information directly, contact us and we will delete it.

11. Third-Party Websites and Services

Our website may link to airline, hotel, insurer, or partner websites and may embed third-party content such as maps, reviews, or videos. We do not control those services, and their processing of your information is governed by their own privacy policies. We encourage you to review them before providing personal information.

12. Changes to This Policy

We may update this Privacy Policy periodically to reflect changes in our services, technology, or legal requirements. We will update the "Last Updated" date above and, when the changes are material, provide additional notice. Continued use of our services after an update constitutes acceptance of the revised Policy.