At Goko Travels we understand that how we collect, use, disclose and protect your information is important to you.
That’s why we’re committed to constantly updating our privacy policies and processes to ensure they are best practice and meet the standards of all relevant local legislation, including the General Data Protection Regulations (GDPR).
References to ‘we’, ‘our’ and ‘us’ refers to GoKo Travels Limited,
Depending on the circumstances, in the course of providing a service to you, Goko Travels may collect and hold personal information such as:
your name, date of birth, gender, marital status, postal address, telephone number, email address, passport details, country of residence, medical information and travel insurance details (where applicable), nutrition preferences, trip evaluations, travel and accommodation preferences;
details of the products and services you have purchased from us or which you have enquired about, together with any additional information necessary to deliver those products and services and to respond to your enquiries;
any additional information relating to you that you or a third party has provided to us directly or indirectly through our travellers’ or agents’ phone enquiry lines, websites, online presence or other representatives.
Some of the information that we collect from you may be considered “sensitive personal information” under UK/EEA data protection and privacy laws. We collect it to provide you with our services, cater to your needs or act in your interest, and we are only prepared to accept sensitive information on the condition that we have your positive consent.
If you visit our website, we may also collect information that is not personal information to improve the experience for our customers. This information may include the pages you visit, your IP address, browser type and language, and the date and time of your visit. We cannot identify you individually from this information. Some of this information is collected using cookies.
When you are travelling with us, we may take videos and images of you that may be used on our website. All participants of Goko trips authorise us to use his/her image (such as a photograph, videotape, film or pictorial representation or recorded voice). If you do not wish for this to happen, please notify us in writing using the contact details below.
You may volunteer this information when you request information from us, contact us (and vice versa), make a booking, register your account with us/or enter a competition, subscribe to one of our newsletters, use our website(s), link to or from our website(s), connect with us via social media, or any other engagement we or our business partners have with you.
We may also receive the information from a third party, for example:
from people making travel bookings on your behalf;
from partners performing services on our behalf; and
your insurer, their agents or medical staff may disclose relevant information and sensitive personal information with us in circumstances where we/they need to act on your behalf or in the interest of passengers or in an emergency.
We collect personal information about you so that we can perform our business activities and functions and to provide the best possible quality of customer service.
We may collect, hold, use and disclose your information for the following purposes:
manage our relationship with you, including updates about your tour booking and handling complaints
to contact you in the event of an emergency
manage the services we are providing to you such as arranging your tour booking
combining information collected from you at different times for the purpose of research and analysis to provide a better customer experience, including customising online content for you
to identify and tell you about services we think you may be interested in, including sending email newsletters.
providing relevant information, which may include sensitive personal information, to insurers, their agents and medical staff in circumstances where we/they need to act on your behalf or in the interest of passengers or in an emergency.
to make improvements to our site(s) and make it easier to find the information you are looking for.
When you provide your email address to GoKo Travels to make an online booking, your contact details may be retained even if the transaction is not completed. These details are captured using a secure service. This is so we can assist you in future with online bookings, and as a result of this you may receive a follow up enquiry email. This email will contain information on what action, if any, you can choose that will direct us to cease any further contact with you or destroy the personal information we have collected about you.
We are only permitted to store your personal information for as long as necessary having regard to the purpose for which it was collected or a related or ancillary purpose. We may therefore delete your personal information after a reasonable period of time and, if you have not used our services for some time, you may have to re-enter or re-supply your personal information to us.
We may disclose your personal information as follows:
We may share your personal information inside the GoKo Travels team and to our related overseas entities for the purposes of providing products or services to you, completing your enquiry, research and marketing purposes. Our service providers are only given the information they need to perform their designated functions, and we do not authorise them to use or disclose your personal information for their own purposes. Where we disclose your information to our related overseas entities, we require that appropriate confidentiality and security measures are in place.
We may disclose your personal information to our employees, contractors or third party service providers located in the UK / EEA or overseas for the purposes of the operation of our website or our business, fulfilling requests by you, managing your bookings, responding to your enquiries and to otherwise provide products and services to you.
In processing your personal information, it may be necessary for us to transfer your personal information outside the EEA. It may also be accessed by staff operating outside the EEA who work for us or for one of our suppliers or group companies. We will take all steps reasonably necessary to ensure that your personal information is treated securely and in accordance with this Policy and the Data Protection Legislation when it is processed in, or otherwise accessed from, a location outside the EEA.
By submitting your personal information to us, you acknowledge this transfer, storing or processing of your Personal Information.
GoKo Travels has implemented various security procedures in order to protect personal information from loss and misuse, and from unauthorized access, modification, disclosure and interference. Goko Travels regularly reviews security and technologies and will strive to protect your personal information as fully as we protect our own confidential information.
Payment Card security – including credit cards and debit cards:
All online payments are transmitted over a secure socket layer (SSL) connection called SagePay.
Payment card information is transmitted immediately to a payment gateway solution via an encrypted port.
GoKo Travels does not store your payment card number in any of our systems, it is used only within the context of the transaction then destroyed upon receipt from an acquiring bank.
All payment card payments receive an identification number that is proof of the transaction's acceptance into the banking system. This identification number can be used to trace any transaction back to the credit card issuer (for example, the bank that issued the MasterCard, or VISA credit card).
Personal information is destroyed or de-identified when no longer needed.
Whilst we take reasonable steps to ensure that your personal information is secure, any personal information or other information you transmit to us online is transmitted at your own risk.
we may not be able to match you up with any other travellers/ groups on tours;
we may not be able to complete your booking;
we may not be able to provide the requested products or services to you, either to the same standard or at all;
we may not be able to provide you with information about products and services that you may want, including information about discounts, sales or special promotions; or
we may be unable to tailor the content of our websites to your preferences and your experience of our websites may not be as enjoyable or useful.
We may from time to time use your personal information to identify new or existing products that we believe may be of interest to you. We may communicate this via email, phone or your postal address. If you no longer wish to receive these updates via email, you may opt-out by clicking the unsubscribe link contained in the message. You can contact us using the contact details below to opt-out of receiving phone and postal updates. You can opt-in in future if you wish to receive these updates again.
Storing what's in your shopping basket: This allows you to book trips with us.
Collecting information: This means we can learn more about how you use our website so we can improve our products and online experience.
Tailoring your experience: Cookies allow us to provide you with information, products and services that we think you'll find interesting
Make it possible for you to use our website
Show you information and offers that are relevant to you
Find out more about how our customers use the site
When you're on our website, we might interact with you or show you personalised information and offers anonymously. Cookies help us to do this by letting us know how you're using our website on your particular computer or device, which means we can work out what's most relevant to you.
If you believe that your privacy has been breached, please contact our Privacy Officer using the contact information below and provide details of the incident so that we can investigate it.
We request that complaints about breaches of privacy be made in writing, so we can be sure about the details of the complaint. Our Privacy Officer deals with privacy complaints and any complaints should be directed to our Privacy Officer using the contact details below. We will attempt to confirm as appropriate and necessary with you your understanding of the conduct relevant to the complaint and what you expect as an outcome. We will inform you whether we will conduct an investigation, the name, title, and contact details of the investigating officer and the estimated completion date for the investigation process.
After we have completed our enquiries, we will contact you, usually in writing, to advise the outcome and invite a response to our conclusions about the complaint. If we receive a response from you, we will assess it and advise if we have changed our view.
calling us on +44 (0) 7305 027666
emailing us at firstname.lastname@example.org
Our Privacy Officer will contact you within a reasonable time after receipt of your complaint to discuss your concerns and outline options regarding how they may be resolved. We will aim to ensure that your query or complaint is resolved in a timely and appropriate manner.