Privacy & Cookie Policy

1. Introduction

This privacy notice and cookies policy lets you know what happens to any personal data that you give to us, or any that we may collect from or about you. It applies to personal information processed by or on behalf of The Experiential Travel Group Ltd trading as Tripse, The River Cruise Company, and Immerse Travel.

• The types of personal information we hold and process
• What we use your personal data for
• Direct marketing by us and your marketing preferences
• Opting out and unsubscribing
• Keeping your data secure
• Your rights under data protection laws
• Contacting Us
• Cookies Policy

This is the privacy notice of The Experiential Travel Group Ltd, 1 High Street, Thatcham, Berkshire, RG19 3JG (registered office). We are a data controller of your personal data. The Experiential Travel Group Ltd is registered with the ICO (Information Commissioner’s office) https://ico.org.uk/ and our registration number is ZA912159.

You can use the contacting us part of this privacy policy if you require any further information or wish to contact us.

Updates to our privacy notice

We may change this privacy notice on occasion to reflect changes in the law and/or our privacy practices. We encourage you to check this privacy notice for changes whenever you visit our website: https://www.tripse.co.uk/privacy-and-cookie-policy

Please read the following information carefully. You are responsible for ensuring that (i) the other people that you are acting on behalf of are aware of the content of this Privacy Policy; and (ii) you have checked with them that they agree to their personal data being given to us. By giving your personal data to us, we will transfer, store or process it as set out below. We will take all reasonably necessary steps to ensure that your data is treated securely and in accordance with this Privacy and Cookies Policy and we take appropriate security measures to help protect your personal data from accidental loss and from unauthorised access, use, alteration and disclosure. The security of your data also depends on you. For example, where we have given you or where you have chosen a password for access to certain services, you are responsible for keeping this password confidential.

2. The types of personal information we hold and process

We will process personal data in connection with all of our products and services, if relevant, including:

• Personal and contact details, including but not limited to title, full name and contact details
• Records of your contact with us such as via the telephone, through one of our website contact forms, or by email
• Your expressed travel interests, including destination and holiday types
• Products and services you have booked with us, as well as those you have been interested in
• Your date of birth, gender, age (where provided)
• Passport information and your nationality, if supplied for the purposes of processing your booking
• Your residency and/or citizenship status, if relevant and required for the processing of your booking
• Family members, if supplied for the purposes of processing your booking
• Information about your health and dietary requirements, if supplied for the purposes of processing your booking
• Your marital status and family, if supplied for the purposes of processing your booking
• Post travel follow up communications, including reviews, complaints and general feedback
• Marketing to you, including history of our marketing communications, whether you open digital communications or click on links, and information about products or services we think you may be interested in.
• Insights about you gained from analysis or profiling of our database and the information we hold about you
• Online behavioural data including IP Address, Browser Type, Browser Version and pages of website visited

3. The sources of the personal information we hold about you

We typically collect personal information from the following sources:

• Information supplied by you when you request a holiday quotation from us, either over the telephone, via email, through one of our website contact forms, call back request or web chat.
• Information supplied by you when book a holiday with us
• If you have cookies enabled on your computer, we may also collect information that your browser sends us whenever you visit our website. This data may include information such as your computer’s IP address, browser type, browser version, the pages of our Website that you visit and other statistics relating to your use of the Website. This information may be collected in conjunction with third party services such as Google Analytics. The information we collect is aggregated to produce statistics that cannot be linked to you. We use this information to provide you with a better experience, to improve our services, and to analyze and understand how our website and products are used.

4. What we use your personal data for

We use your personal data, including any of the personal data listed in section one above, for the following purposes:

• Supplying you with the product or service you have booked with us
• Providing you with information, such as a holiday quotation, that you have requested from us
• To provide insight and analysis of our customers and staff, to help us improve products and services, and to assess or improve our business operations
• To share information, as needed, with business partners and service providers (for example, hotels, airlines, ground agents) as part of our contract with you to provide and administer the products and services you have purchased from us
• To comply with legal and regulatory obligations and requirements
• Updating your records and the information we hold about you
• To improve the operation of our business and that of our business partners, including hotel partners, ground agents and airlines
• For market research and analysis of our customers and business operations
• For the management and auditing of our business operations
• To detect and prevent fraud
• To monitor and to keep records of our communications with you and our staff
• For direct marketing communications, including customer profiling to help us to offer you products and service which we believe to be relevant to your interests, including deciding whether or not to offer you certain products and service. We'll communicate to you by email, phone, post, and other digital channels (for example, via Google Display Network/Custom Match and Facebook Custom Audiences).
• To provide personalised content and services to you, such as tailoring our products and services, our digital customer experience and other communications
• To review and improve current products and services, as well as develop new ones

5. The legal grounds for our processing of your personal information

We use the following legal bases to use your personal data:

• Where it is needed to provide you with our products or services, such as:
  • All activities relevant to delivering the product or service including enquiry, administration and processing of your booking, post-travel communications
  • Managing bookings you hold with us
  • Sharing your personal information with business partners and services providers, including hotels, airlines and ground agents
• With your consent or explicit consent:
  • For direct marketing communications
  • For profiling and other automated decision making
  • For, where required, processing of special categories of personal data such as that about your health or criminal records information.
• To comply with our legal obligations
• Where it is in our legitimate interests to do so, such as:
  • For market research and analysis
  • For direct marketing communications, including customer profiling to help us to offer you products and service which we believe to be relevant to your interests, including deciding whether or not to offer you certain products and service. We'll communicate to you by email, phone, post, and other digital channels (for example, via Google Display Network/Custom Match and Facebook Custom Audiences).
  • Where we need to share your personal information with partner organisations in order to run our business or comply with legal and/or regulatory obligations that govern our business operations.

6. Do you have to provide your personal information to us?

In circumstances where providing personal information is non-compulsory to the delivery of our products or services, we'll make this clear in our communications to you. However we will be unable to provide you with our products or services if you do not provide certain information to us

7. Direct marketing by us and your marketing preferences

We may use your home address, phone number(s), email address and social media channels (for example, Facebook, Google and message facilities in other platforms) to contact you according to the marketing preferences we hold on record for you. You can request us to stop our marketing at any time by contacting us using the details at the bottom of this privacy notice, or those provided in the specific communication.

8. Opting out of or withdrawing your consent to direct marketing

Where we're relying upon your consent to process personal data, you can withdraw this at any time. If you no longer want to hear from us, you can opt out or unsubscribe by:

• Clicking on the 'Unsubscribe' link in any of the e-newsletters we send (this applies to email communications only)
• Emailing us at info@tripse.co.uk
• Writing to us at: The Experiential Travel Group Ltd, 1 High Street, Thatcham, Berkshire, RG19 3JG
• Or telephoning us at 0330 9121 355

You can also use the contact details above to advise us of any changes to your personal information and we'll update your records accordingly.

9. When we share your personal information with other organisations

We may share information with the following third parties for the purposes of providing you with the products and services you have requested from us (such as a holiday quotation) as well as when you book with us. These third parties include our hotel partners, ground agents and airlines.

10. When your personal information is transferred outside the UK or the EEA

The Experiential Travel Group Ltd is based in the UK but when you request/book a product or service from us that involves a business partner outside of the UK or EEA, we will share your personal information outside the European Economic Area. In these instances we endeavour to ensure suitable safeguards are in place, for example by using contractual agreements to stipulate the safe processing of the data we share.

11. Our monitoring of communications involving processing of your personal information

For the purposes of this privacy notice, monitoring means any: listening to and recording of calls, viewing of, intercepting of or saving emails and social media messages, keeping records of meetings and other communications. We may monitor communications where permitted by law to comply with regulatory rules and to prevent or detect crime, as well as to enforce procedures for quality control and staff training purposes.

12. Keeping your data secure

We will use technical and organisational measures to safeguard your personal data, for example:

• We store your personal data on secure servers; and
• We are using SSL technology (typically you will see a lock icon or green address bar (or both) in your browser when we use this technology). It means all communications between your browser and the website are encrypted.
• When your credit or debit card account information is being transmitted to our it will be protected by cryptographic protocols. To be clear, The Experiential Travel Group Ltd does not itself store your credit or debit card account information, and we do not have direct control over or responsibility for your credit or debit card account information. We use third party payment processors that are the controllers of your credit card information

While we will use all reasonable efforts to safeguard your personal data, you acknowledge that the use of the internet is not entirely secure and for this reason we cannot guarantee the security or integrity of any personal data that are transferred from you or to you via the internet. If you have any particular concerns about your information, please contact us (see 'Contacting Us' below).

13. Data retention

We will hold your personal information based on the following criteria:

• For as long as required for us to provide goods and/or services to you and subsequently for as long as you are legally entitled to bring a claim against us; and/or
• Retention periods in line with legal and regulatory requirements or guidance; and/or
• For as long as we have reasonable business needs

We only keep your personal data as long as necessary for the purpose for which it was obtained. After that period, we either: (1) anonymise the data if we still wish to use it for analytical purposes, or (2) pseudonymise the data if believe in good faith that we may need to process the data in the future for a legitimate purpose, or in all other cases (3) delete it completely from our servers.

14. Your rights under data protection laws

The Data Protection Act gives rights to individuals in respect of the personal data that organisations hold about them. Below is a list of these rights. It is important to note that they don't all apply in all circumstances.

• a right of access to a copy of the information comprised in your personal data;
• a right to object to processing that is likely to cause or is causing damage or distress;
• a right to prevent processing for direct marketing;
• a right to object to decisions being taken by automated means;
• a right in certain circumstances to have inaccurate personal data rectified, blocked, erased or destroyed.

You have the right to complain to the Information Commissioner's Office which enforces data protection laws: https://ico.org.uk

Contacting Us

If you have any questions about this privacy notice, or if you wish to exercise your rights or contact the DPO, you can contact us by:

• Emailing us at info@tripse.co.uk
• Writing to us at: The Experiential Travel Group Ltd, 1 High Street, Thatcham, Berkshire, RG19 3JG
• Or telephoning us at 0330 9121 355

Cookies Policy

Use of Cookies

A cookie is a small text file which is placed onto your computer (or other electronic device) when you access our Website. We use cookies on this Website to:

• keep track of any services you may wish to purchase;
• recognise you whenever you visit this Website (this speeds up your access to the Website as you do not have to log in each time);
• obtain information about your preferences, online movements and use of the internet;
• carry out research and statistical analysis to help improve our content and services and to help us better understand our visitor and customer requirements and interests;
• target our marketing and advertising campaigns more effectively by providing interest-based advertisements that are personalised to your interests; and
• make your online experience more efficient and enjoyable.

The information we obtain from our use of cookies will not usually contain your personal data. Although we may obtain information about your computer or other electronic device such as your IP address, your browser and/or other internet log information, this will not usually identify you personally. In certain circumstances we may collect personal information about you—but only where you voluntarily provide it (e.g. by completing an online form) or where you purchase services from us. In most cases we will need your consent in order to use cookies on this Website. The exception is where the cookie is essential in order for us to provide you with a service you have requested (e.g. to enable you to purchase services from us). There is a notice on our home page which describes how we use cookies. If you use our Website after this notification has been displayed to you, we will assume that you consent to our use of cookies for the purposes described in this Policy. If you do not want to accept cookies, you can change your browser settings so that cookies are not accepted. If you do this, please be aware that you may lose some of the functionality of this Website. For further information about cookies and how to disable them please go to the Information Commissioner’s webpage on cookies: https://ico.org.uk/for-the-public/online/cookies/

Privacy and Cookies policy – The Experiential Travel Group Ltd V1 published 21.02.25