Privacy
Policy

Golden Coast Travel Ltd, trading as ClickYourGuide, respects your privacy and is committed to protecting your personal data.

This Privacy Policy explains how we collect, use, store, share and safeguard your personal information when you:

• visit or browse clickyourguide.com ;
• contact our customer support team;
• request information or a quotation;
• make or manage a booking;
• use a payment or reservation service;
• communicate with us through email or WhatsApp;
• subscribe to marketing communications; or
• otherwise interact with our services.

This Policy should be read together with our General Terms and Conditions, Cancellation and Refund Policy and Cookie Policy, where applicable.

The data controller responsible for determining how and why your personal information is processed is:

Data protection registration

Golden Coast Travel Ltd is registered with the UK Information Commissioner’s Office for data protection purposes.

Our registration reflects our commitment to handling personal information lawfully, fairly and transparently in accordance with the Data Protection Act 2018 and the UK General Data Protection Regulation.

The personal information we collect depends on how you interact with ClickYourGuide and the services you request.

3.1 Identity data

• first name and surname;
• date of birth or age where required;
• nationality where required for a booking;
• passport, identity document or licence details where required by the activity provider or applicable law; and
• names and ages of other participants in your booking.

3.2 Contact data

• email address;
• telephone or WhatsApp number;
• billing address;
• hotel or accommodation information;
• pickup location; and
• other contact details supplied during a reservation.

3.3 Payment and transaction data

• transaction amount;
• payment date and currency;
• payment status;
• refund or chargeback information;
• limited payment method information; and
• billing and transaction references.

3.4 Booking and service data

• selected tour or activity;
• booking date and travel date;
• number and category of participants;
• special requests or preferences;
• pickup and transfer information;
• booking history;
• communications relating to a reservation; and
• complaints, support requests and feedback.

3.5 Technical and usage data

• IP address;
• browser type and version;
• device type and operating system;
• language and regional settings;
• website usage and navigation information;
• referring pages;
• cookie identifiers; and
• security and fraud-prevention information.

We use personal information only where reasonably necessary for our services and business operations.

Your data may be used to:

• process and manage booking requests;
• confirm availability with an activity provider;
• send booking confirmations, vouchers and updates;
• coordinate hotel pickup and transfer information;
• manage deposits, payments and eligible refunds;
• provide customer support;
• respond to questions, complaints and enquiries;
• communicate important changes, cancellations or operational updates;
• prevent fraud and protect the security of our platform;
• maintain financial, tax and accounting records;
• comply with regulatory and legal obligations;
• improve the website, booking journey and customer service;
• analyse website performance and user behaviour;
• manage reviews and customer feedback; and
• send marketing communications where you have consented or where otherwise lawfully permitted.

We rely on one or more of the following legal grounds when processing personal information.

5.1 Performance of a contract

Processing may be necessary to manage your booking, communicate reservation details, coordinate with the activity provider and provide customer support.

5.2 Legal obligations

We may process personal information to meet obligations relating to tax, accounting, financial records, regulatory compliance, legal claims and lawful requests from public authorities.

5.3 Legitimate interests

We may process information where necessary for legitimate business interests, provided those interests do not unfairly override your rights.

Such interests may include:

• operating and improving the website;
• preventing fraud and misuse;
• maintaining platform and payment security;
• handling customer complaints;
• analysing service performance;
• protecting legal rights; and
• managing relationships with service providers.

5.4 Consent

Where required, we rely on your consent for activities such as optional marketing communications, certain cookies or the processing of information that you voluntarily provide.

You may withdraw consent at any time. Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.

We share personal information only where reasonably necessary, legally permitted or required by law.

Recipients may include:

6.1 Activity and travel service providers

We may share booking information with independent tour operators, guides, yacht or boat operators, transfer companies, attraction providers and other businesses responsible for delivering your selected service.

6.2 Payment providers and financial institutions

Payment and transaction information may be shared with payment processors, banks, card networks and fraud-prevention providers where required to process or protect a transaction.

6.3 Technology and hosting providers

We may use trusted service providers for website hosting, email, customer support, analytics, booking systems, security, cloud storage and other technical services.

6.4 Professional advisers

Information may be shared with accountants, auditors, legal advisers, insurers or other professional advisers where reasonably necessary.

6.5 Public and legal authorities

We may disclose information where required by law, court order, regulatory obligation or a valid request from a competent authority.

Golden Coast Travel Ltd is based in the United Kingdom and ClickYourGuide works with travel service providers in Türkiye and other destinations.

As a result, personal information may be transferred to or processed in countries outside the United Kingdom or European Economic Area.

Such transfers may be necessary to:

• confirm and operate a booking;
• arrange pickup, transfers or activity participation;
• provide customer support;
• use international technology or payment providers; or
• meet legal and regulatory responsibilities.

Where required, we use appropriate safeguards and lawful transfer mechanisms. These may include adequacy regulations, contractual safeguards, Standard Contractual Clauses, the UK International Data Transfer Agreement or another legally recognised transfer mechanism.

Activity providers receiving booking information are expected to use that information only for legitimate booking and operational purposes.

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including legal, tax, accounting, fraud-prevention and dispute-resolution requirements.

8.1 Booking and transaction records

Booking, payment and accounting records may normally be retained for at least six years where necessary to meet legal, tax, contractual or financial record-keeping obligations.

8.2 Customer service communications

Support messages, complaints and booking communications may be retained for a reasonable period to resolve issues, establish booking history and protect legal rights.

8.3 Marketing information

Marketing preferences and contact information may be retained until you unsubscribe, withdraw consent or object to marketing. We may retain limited suppression information to ensure that your opt-out request continues to be respected.

8.4 Technical and cookie information

Technical, analytics and cookie data is retained in accordance with the relevant cookie category, provider settings and our Cookie Policy.

We may delete, anonymise or aggregate information when it is no longer required in identifiable form.

Depending on the applicable data protection law and the circumstances, you may have the following rights.

• Right of access: request confirmation of whether we process your personal information and obtain a copy.
• Right to rectification: request correction of incomplete or inaccurate information.
• Right to erasure: request deletion where there is no lawful reason for continued processing.
• Right to restriction: request temporary restriction of processing in certain circumstances.
• Right to object: object to processing based on legitimate interests or direct marketing.
• Right to data portability: request eligible information in a structured and commonly used format.
• Right to withdraw consent: withdraw consent where processing is based on consent.
• Right to complain: lodge a complaint with a competent data protection authority.

How to exercise your rights

Requests may be sent to: support@clickyourguide.com .

Please include sufficient information to help us identify you and understand your request. We may request reasonable proof of identity before disclosing, changing or deleting personal information.

Certain rights are subject to legal conditions and exemptions. For example, we may need to retain transaction information where required for legal, tax, accounting or dispute purposes.

We use appropriate technical and organisational measures designed to protect personal information against:

• unauthorised access;
• accidental or unlawful loss;
• alteration or corruption;
• misuse;
• unauthorised disclosure; and
• destruction.

Measures may include secure hosting, encrypted connections, access controls, payment-provider security, account authentication, restricted staff access, backups and monitoring.

Access to personal information is limited to employees, contractors and service providers who reasonably require it for their duties and who are expected to handle it confidentially.

ClickYourGuide uses cookies and similar technologies to support website functionality, improve user experience, analyse traffic, remember preferences and measure marketing performance.

Cookies may include:

• Essential cookies required for website and booking functionality;
• Preference cookies that remember selected settings;
• Analytics cookies used to understand website performance and visitor behaviour; and
• Marketing cookies used to measure or personalise advertising where permitted.

Where consent is required, non-essential cookies will be used according to the preferences selected through our cookie consent controls.

Further information about the cookies we use, their duration and how preferences can be changed is available in our Cookie Policy.

We may update this Privacy Policy from time to time to reflect changes in our services, technology, business operations or applicable legal requirements.

The revised version will be published on the ClickYourGuide website with an updated “Last updated” date.

Where a change materially affects how we process personal information, we may provide an additional notice through the website, email or another appropriate communication method.

We recommend reviewing this page periodically to remain informed about how your personal information is handled.

Contact us if you have questions about this Privacy Policy, the way we process your information or a request relating to your data protection rights.