Privacy Policy

Of course we have to process your data, and sometimes we will share some of it with our suppliers. That’s how we manage to provide you with whatever you’ve booked at the time you need it. And we may store it for a few years after, to make sure we have complete records – just in case.

But we will never sell it, rent it, spam it, put it on a t-shirt or do any other daft stuff with it. At most, we might send you a few newsletters a year. And if that bothers you too much, there is an unsubscribe link at the bottom of every one, or you can email us at any time and we will delete all trace of you from our records.

Now, if you’d like the long version, grab a cuppa and keep reading.

privacy policy

eufest is committed to protecting your safety and privacy, and takes its responsibilities regarding the security of customer information seriously. This privacy policy explains what personal data we collect about you, how and why we use it, who we disclose it to, and how we protect your privacy.

1. who is responsible for your data

Our privacy policy applies to the personal data that eufest collects and uses.

References in this privacy policy to “eufest”, “we”, “us” or “our” mean eufest Limited (a company registered in England and Wales with registration no 06572729 and registered office at 34 Radford Road, Leamington Spa, Warwickshire, CV31 1LZ, UK). We control the ways your personal data are collected and the purposes for which your personal data are used by eufest, and are the “data controller” for the purposes of the UK Data Protection Act 1998, European General Data Protection Regulation (GDPR), and other applicable European data protection legislation.   

2. personal data we collect about you

When using the term “personal data” in our privacy policy, we mean information that relates to you and allows us to identify you, either directly or in combination with other information that we may hold. Your personal data may include for example your name, your contact details, information relating to your travel itinerary (e.g. your booking reference number) or information on how you use our website or you interact with us.

We collect some personal data from you, for example when you book transport or accommodation with us, use our website, use our services or contact us. We may also receive your personal data from our suppliers who provide services to you on our behalf (for example when you provide feedback on our services), or third parties who act on your behalf, for example travel agents or other parties who make a booking for you. If you book on behalf of someone else, you must have their consent to use their personal information.

For more information on the parties who may share your personal data with us, please see section 7 below.

Categories of data we collect

We may collect and process the following categories of information about you:

Your name and surname and your contact details
(email address and telephone number)

When you create an account on our website
When you book products through our website
When you take part in our competitions, or
When you choose an offer we make available on our website

Information about your bookings and your travel itinerary or if you require special assistance. This information may include any changes to your bookings and travel products that relate to your booking (for example if you add transport to an accommodation booking)

When you make or manage your booking

Information about your health, if you have a medical condition that may affect your trip (please see section “Sensitive personal data” below for more information)

When you provide us with this information before you travel

Information about other passengers in your booking

When you make a booking on behalf of other passengers

Information about your transaction, including elements of your payment card details

When you make your payment

The communications you exchange with us (for example, your emails, letters, calls, or your messages on our online chat service)

When you contact eufest or you are contacted by eufest

Your posts and messages on social media directed to eufest 

When you interact with us on social media 

Your feedback

When you reply to our requests for feedback or participate in our customer surveys

Information about how you use our website When you navigate on our website


Sensitive personal data 

In the course of providing services to you, we may collect information that could reveal your racial or ethnic origin, physical or mental health, religious beliefs or alleged commission or conviction of criminal offences. Such information is considered “sensitive personal data” under the UK Data Protection Act 1998 and other data protection laws. We only collect this information where you have given your explicit consent, it is necessary, or you have deliberately made it public.

For example, if you have a specific medical condition, you will need to inform us of that and – where required – provide us with a medical certificate.

If you request special assistance during your trip, this could reveal information about your health (for example if you ask for a wheelchair). If you inform us about specific dietary requirements you may have, this could potentially indicate that you have specific religious beliefs. Also, when you provide us with your personal information, your name may imply your racial or ethnic origin.

By providing any sensitive personal data you explicitly agree that we may collect and use it in order to provide our services and in accordance with this privacy policy.

If you do not allow us to process any sensitive personal data, this may mean we are unable to provide all or parts of the services you have requested from us. Please be aware that in such circumstances you will not be entitled to cancel or obtain a refund of any price you have paid.  

3. how and why we use your personal data

We use your personal data for the following purposes:

  • To manage your travel bookings and provide our services to you

When you are travelling with us, we use your information to perform our services in relation to your trip, for example to issue your festival ticket, check you in for your bus, or issue your accommodation voucher. We also use it to make changes to your bookings if you request such changes. 
In addition, we use your information when you are using our services, such as when you check in with our reps at the airport or use our private transfer services. 

  • To communicate with you and manage our relationship with you

Occasionally we may need to contact you by phone, email and/or SMS for administrative or operational reasons, for example in order to send you confirmation of your bookings and your payments, to inform you about your travel itinerary or to advise you of disruption and changes to your arrangements.

Please be aware that these communications are not made for marketing purposes and as such, you will continue to receive them even if you opt-out from receiving marketing communications.

We will also use your personal data if we contact you after you have sent us a request, filled in a web-form through our website or contacted us on social media. 

Your opinion is very important to us, so we may send you an email or SMS to seek your feedback.

We will use the communications you exchange with us and the feedback you may provide in order to manage our relationship with you as our customer and to improve our services and experiences for customers. 

  • To personalise and improve your customer experience

We may use your personal data in order to tailor our services to your needs and preferences and to provide you with a personalised customer experience. For example, if you inform us about your preferred departure airports we will be able to send you information concerning flights relevant to your location.

We may also collect information on how you use our website, which pages of our website you visit most, which products you search for and what products you buy, in order to understand what you like. We may use this information to tailor the content and offers that you see on our website and, if you have agreed to receiving marketing communications, to send you relevant messages that we think you like.  

If you are in the process of making a booking under your account and you leave our website before your order has been placed, we may contact you in order to help you easily complete your booking.   

  • To inform you about news and offers that you may like

We may send you marketing communications (usually via enewsletter) for our ticket, travel and accommodation products, if you have indicated that you are happy to receive these - for example when you create an account on our website or make a booking with us and you express a wish to receive such communications. You can also request us to add you to the newsletter mailing list by contacting us to request it. Our newsletter mailings are handled on the platform provided by Newzapp, and you can review their privacy policy here.

If you are happy to receive marketing communications, we will provide you with news from us such as new festivals that you may be interested in or offers that you may like. 

You can choose to opt out from receiving marketing communications at any time, by clicking on the relevant unsubscribe link at the bottom of any marketing related email you may receive from us.

If you prefer, you can also call us and express your preference to not receive marketing communications (Tel. +44 1926 730842) or send an email to info@eufest.com with the header “Unsubscribe”.

  • To improve our services, fulfil our administrative purposes and protect our business interests 

The business purposes for which we will use your information include accounting, billing and audit, credit or other payment card verification, fraud screening, safety, security and legal purposes, statistical and marketing analysis, systems testing, maintenance and development. 

  • To comply with our legal obligations, for example, our obligation to provide your information to border control agencies.

4. requesting access to your personal data

You have a right to request access to the personal data that we hold about you. This could include booking information relating to trips you have taken with us.

If you would like to request a copy of your personal data, please contact us at: info@eufest.com.

5. security of your personal data

We are committed to taking appropriate technical and organisational measures to protect your personal data against unauthorised or unlawful processing and against accidental loss, destruction or damage to personal data. When you provide your personal data through our website, this information is transmitted across the internet securely using a secure, encrypted connection.

As described in this privacy policy, we may in some instances disclose your personal data to third parties. Where eufest discloses your personal data to a third party, we require that third party to have appropriate technical and organisational measures in place to protect your personal data; however in some instances we may be compelled by law to disclose your personal data to a third party, such as border control agencies, and have limited control over how it is protected by that party.

The information that you provide to us will be held in our systems, which are located on our premises or those of an appointed third party. We may also allow access to your information by other third parties who act for us for the purposes described in this privacy policy or for other purposes approved by you. Your personal data may be accessed by and processed outside the European Economic Area (the European Economic Area being the European Union and Iceland, Liechtenstein and Norway, also referred to as the “EEA”) - including by staff operating outside the EEA working for us or for one of our suppliers or agents (this includes staff engaged in, among other things, the fulfilment of your booking, transport representatives and accommodation suppliers).

We will retain your personal data for as long as we need it in order to fulfil our purposes set out in this privacy policy or in order to comply with the law. 

6. cookies or other tracking technologies

In order to improve our services, to provide you with more relevant content and to analyse how visitors use our website and app, we may use technologies, such as cookies, pixels or tracking software. Please be aware that in most cases we will not be able to identify you from the information we collect using these technologies.

For example, we may use software to monitor customer traffic patterns and website usage to help us develop the design and layout of the website in order to enhance the experience of the visitors to our website. This software does not enable us to collect any personal data. In addition, in order to understand how our customers interact with the emails and the content that we send, we use pixels that allow us to know if the emails we send are opened or if the content of our emails is displayed in text or html form.

We also use cookies in our website. Cookies are small pieces of information stored by your browser on your computer's hard drive. They enable you to navigate on our website and allow us to provide features such as remembering information you have already provided without you having to provide it again. You can delete cookies if you wish; while certain cookies are necessary for viewing and navigating on our website, most of the features will be still accessible without cookies.

7. sharing your personal data

We may share some of your personal data with, or obtain your personal data from, the following categories of third parties:

  • Travel agents or other companies through which you book a trip with us
  • Suppliers providing services to us in order to help us run our business and improve our services and your customer experience. We may for example share your personal data with the companies who provide accommodation services for us, to ensure your check-in goes smoothly.
     
  • Credit and debit card companies 
    eufest shares some of your personal data, which includes information about your method of payment and booking, to the credit or debit card company that issued the card you used to  make your booking. In order to ensure the security of your transactions and prevent or detect fraudulent transactions, we may also share your information with a fraud screening partner.
  • Partners who offer travel related products and services on our website, promote offers or co-organise competitions on our website
    From time to time, we may make certain third party offers available through our website, such as for travel insurance, or we may publish competitions co-organised by third parties. If you choose to purchase products or services offered on our websites by third parties, accept offers or participate in a competition, some of your personal data, such as your contact details and your billing information, may be directly collected by or disclosed to that third party.

As such, if you purchase their products or services, your information may be collected by or transferred to the following parties. Please note that the below list is not exhaustive and is subject to change:

  • Booking Protect Ltd, a company registered in England and Wales (No. 08968744) whose registered office is at Romero House, 8 Airport West, Leeds, LS19 7ZA, and which is an Appointed Representative of JSV Events Limited who are authorised and regulated by the Financial Conduct Authority;
  • ABTAsure Insurance, a trading name of Citybond Holdings Ltd, a company registered in Cardiff (No. 1478367109), whose registered address is Elmers End Road, Beckenham, Kent BR3 4SY, and which is authorised & regulated by the Financial Conduct Authority.

Our partners have their own privacy policies and terms of use over which eufest does not have control. Whilst eufest carefully selects these partners, it has no responsibility or liability for their privacy policies, terms of use or the way they process your personal data. Please ensure that you review the relevant privacy policies and terms of use of these partners prior to purchasing their goods or services, using their websites, apps or services or providing any personal data to them. 

  • Authorities, including local police or customs authorities
    In addition to the parties listed above, we may disclose your personal data when this is required by the law of any jurisdiction to which eufest may be subject.

In addition to the above, your personal data may be disclosed to a third party who acquires us or substantially all of our assets.

8. updates to our privacy policy

We may make changes to this privacy policy from time to time, including as part of the new European data protection legislation which will start to apply on 25 May 2018 (the “General Data Protection Regulation”) - we will update the privacy policy and we will publish on our website any new version of this policy.

9. contact information

Questions, comments and requests regarding this privacy policy are welcomed and should be addressed to info@eufest.com.

 

© 2018 eufest, registered in england & wales No. 06572729

privacy policy  |   terms and conditions  |   financial protection

t: +44 (0)1926 730842  |  info@eufest.com

34 radford road, leam, cv31 1lz, uk.