Privacy Policy
Introduction
1- Plan Florida is the controller and responsible for your personal data. We are committed to respecting your and your child’s/children’s (collectively referred to as “you” or “your”) privacy and protecting your personal information.
This Privacy Notice sets out:
- When we collect personal data about you;
- What types of personal data we collect;
- Our legal basis for using your personal data;
- How we keep it safe;
- Who we share personal data with;
- Marketing communications;
- Data retention;
- Your rights and choices about the personal data that we hold;
- Contact us; and
- Making a complaint.
2- This Privacy Notice was last updated on 15th
November 2024.
When we collect personal data about you
3- We collect personal information about you whenever you make a booking or otherwise interact with us in person or via telephone, our websites, our app, email or other contact methods (whether directly with us or through agents acting on our behalf).
The types of personal data we collect and why we collect it
4-Personal information, or personal data, 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 follows:
(A) Identity Data
This includes data relating specifically to your identity, such as your first name, maiden name, last name, username or similar identifier, marital status, title, date of birth, gender, passport details and utility bill.
(B) Contact Data
This includes data relating to how you may be contacted, such as your billing address, delivery address, email address, telephone numbers, emergency contact details and next of kin contact details.
(C) Financial Data
This includes data relating to your means and methods of payment, such as your bank account details to set up direct debits, payment card details and source of funds.(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 data that we may obtain when you interact with our website or app, 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 our website.
(F) Profile Data
This includes the data that we receive when you create a profile on our website and/or app, make use of that profile and other data relating to the products and services you have purchased from us, such as your username and password, unique reference(s), booking reference(s), purchases or orders made by you, your interests, preferences, feedback and survey responses.
(G) Usage Data
This includes data relating to how you interact with our website and/or app, products and services.
(H) Marketing and Communications Data
This includes data relating to your preferences in relation to whether or not you want to receive marketing information from us and/or our third parties and also your communication preferences.
We also collect, use and share Aggregated Data such as statistical or demographic data for the purposes set out in the table below. Aggregated Data may derive 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 in order to analyse general trends in how users are interacting with our website. 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
We also collect the following Special Categories of Personal Data about you.
For example, details concerning your:
- dietary requirements which may disclose your religious or philosophical beliefs;
- health (including but not limited to details relating to disabilities); and
- nationality which may disclose your race or ethnicity.
We collect and process the above Special Categories of Personal Data only where it is strictly necessary to do so, for example to enable us to deliver the travel service that you have purchased. Furthermore, we will only collect and process the above Special Categories of Personal Data where you have provided us with your explicit consent to do so.
You are not under any obligation to provide your explicit consent to us processing your sensitive personal data. However, without your explicit consent, we won’t be able to make the necessary arrangements to provide the travel service that you have purchased. As a result, if you do not provide your explicit consent, we will be unable to provide you with the travel service you have purchased.
If you are happy to provide your explicit consent to our use of your sensitive personal data, you will also be able to withdraw your explicit consent at any time. However, this may prevent us from providing the travel service you have purchased meaning we will be required to treat any withdrawal of explicit consent as a cancellation of your booking and the cancellation charges set out in our Terms and Conditions will become payable.
We use different methods to collect personal data from and about you, including through:
- your interactions with us. You may give us your personal data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:
- make a booking of travel services;
- create an account on our website;
- subscribe to our newsletter or other publications;
- request marketing to be sent to you;
- enter a competition, promotion or survey;
- leave us a review or give us some feedback; and/or
- submit a web enquiry.
-automated technologies or interactions.
As you interact with our website and/or app, we will automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, server logs and other similar technologies. We may also receive Technical Data about you if you visit other websites employing our cookies. Please see our
cookie policy for further details.
-third parties or publicly available sources.
We will collect or receive personal data about you from various third parties and, where applicable, public sources, for example:
- Companies House;
- Electoral Register;
- Trust Pilot;
- analytics, advertising networks (including but not limited to Ozone, Criteo and Conectia) and search information providers such as Google;
- social media platforms such as Facebook, Instagram, TikTok, YouTube and/or X; and
- technical, payment and delivery service providers such as Worldpay;
The law requires us to have a legal basis for collecting and using your personal data. We have set out in the table below the lawful bases we rely on to process your personal data:
Purpose/Activity
To register you as a new customer.
Type of data
(a) Identity; and
(b) Contact.
Lawful basis for processing including basis of legitimate interest
(a) Performance of a contract with you;
(b) Necessary for our legitimate interests (to provide website and app users with the option of booking their holidays themselves); and
(c) Consent.
To process and deliver your booking (including, but not limited to, travel arrangements and insurance) including:(a) Manage payments, fees, charges and refunds; and(b) Collect and recover money owed to us.
(a) Identity;
(b) Contact;
(c) Financial;
(d) Transaction; and
(e) Marketing and Communications.
(a) Performance of a contract with you; and
(b) Necessary for our legitimate interests (to recover debts due to us).
To manage our relationship with you which will include:(a) Notifying you about changes to our terms or Privacy Policy; and(b) Asking you to leave a review or take a survey.
(a) Identity;
(b) Contact;
(c) Profile; and
(d) Marketing and Communications.
(a) Performance of a contract with you;
(b) Necessary to comply with a legal obligation; and
(c) Necessary for our legitimate interests (to keep our records updated and to study how customers use our products/services).
To enable you to partake in a prize draw, competition or complete a survey.
(a) Identity;
(b) Contact;
(c) Profile;
(d) Usage; and
(e) Marketing and Communications.
(a) Performance of a contract with you; and
(b) Necessary for our legitimate interests (to study how customers use our products/services, to develop them and grow our business).
To administer, operate and protect our business, this website and app (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data).
Technical
(a) Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business re-organisation or group restructuring exercise); and
(b) Necessary to comply with a legal obligation.
To deliver relevant website content and advertisements to you and measure or understand the effectiveness of the advertising we serve to you.
(a) Identity;
(b) Contact;
(c) Profile;
(d) Usage;
(e) Marketing and Communications; and
(f) Technical.
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 use data analytics to improve our website and app, products/services, marketing, customer relationships and experiences.
(a) Technical; and
(b) Usage.
Necessary for our legitimate interests (to define types of customers for our products and services, to keep our website and app 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.
(a) Identity;
(b) Contact;
(c) Technical;
(d) Usage;
(e) Profile; and
(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 and to improve the quality of our customer service.
(a) Identity;
(b) Contact; and
(c) Technical.
(a) Necessary for our legitimate interests (to assist us in training our employees); and
(b) Necessary to comply with a legal obligation.
To sign you up as a member and/or to receive our marketing (for example emails).
(a) Identity;
(b) Contact; and
(c) Marketing and Communications.
Necessary for our legitimate interests (to promote our products and services and to keep our website and app updated and relevant, to develop our business and to inform our marketing strategy).
To communicate and/or follow up your enquiry via our website and app, email and/or social media channels.
(a) Identity;
(b) Contact; and
(c) Marketing and Communications.
Necessary for our legitimate interests (to provide you with the information you have requested).
To communicate with you as a supplier or partner of ours.
Identity; and
Contact.
Performance of a contract with the business you represent.
To manage claims made by you via your credit card provider.
Identity; and
Profile.
Necessary to comply with a legal obligation (Section 75 Consumer Credit Act 1974).
To manage, respond and resolve your complaint(s), offer future services that may be of interest to you and provide you with a point of contact.
Identity;
Contact; and
Profile.
Performance of a contract with you;
Necessary for our legitimate interests (to enable us to deliver/continue to deliver a high-quality service, for example to resolve your complaint(s)); and Consent.
To process requests for cancellations, special assistance and erratas from supplier and tour operators.
Identity;
Profile; and
Special Categories of Personal Data.
Performance of a contract with you;
Necessary for our legitimate interests (to enable us to cater for your needs and requirements); and
Consent.
To invite you to attend our events.
Identity; and
Contact.
Necessary for our legitimate interests (to be able to fulfil our event planning and delivery processes); and Consent.
To showcase the quality of our products and services by sharing recommendations and feedback from other customers.
Identity
Technical
Necessary for our legitimate interests (to promote our products and services).
To report health and safety incidents.
Identity;
Contact; and
Special Categories of Personal Data.
Necessary to comply with a legal obligation.
To protect our business and property interests for legal compliance with the relevant legislation and/or to establish or defend legal claims.
Identity;
Contact;
Financial;
Transaction;
Profile;
Marketing and Communications;
Usage; and
Special Categories of Personal Data.
Performance of a contract with you;
Necessary for our legitimate interests (to enable us to establish claims made by us, or defend claims made against us); and
Necessary to comply with a legal obligation.
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