Privacy Policy

1. Who we are and how to contact us

If you have questions about this policy or want to exercise your rights, contact us using the details above.

2. What personal data we collect

A) Data you provide to us

This may include:

• Identity & contact details: name, address, email address, phone number.
• Booking details: booking reference, party composition, travel dates, destination/resort, accommodation, activities and extras, correspondence and preferences.
• Traveller details (including children): names, ages/dates of birth, nationality and other information needed to arrange travel.
• Travel document details: passport information (where required for flights or travel arrangements).
• Payment and transaction details: amounts paid, payment status, invoices/receipts. (Card details are generally processed securely by our payment provider and are not stored by us in full.)
• Special requirements: dietary requirements, allergies, accessibility needs and other information you choose to provide.

B) Data we collect automatically (website)

When you use our website, we may collect:

• Device and usage data: IP address, browser type, device information, pages viewed, time spent, and referring URLs.
• Cookies and tracking data: cookie identifiers and similar technologies used for website functionality, analytics and advertising (see Section 10).

3. Special category data (e.g. allergies/health)

Information such as allergies, dietary requirements, medical or accessibility needs can be special category data under UK GDPR.

We only collect and use this where:

• you provide it to us; and
• it is necessary to arrange your holiday appropriately and safely, or you explicitly consent where required.

4. Where we store your data

Your booking and customer information is stored on our booking and administration systems, including Topic Plus (our booking system), and other systems used for customer service, accounting and operations.

5. How we use personal data

We use personal data to:

1. respond to enquiries and provide quotes/availability;
2. process and manage bookings, including confirmations, invoices, updates and essential communications;
3. provide your travel arrangements, including flights, transfers, accommodation, catering and included/optional activities;
4. pass necessary information to suppliers so services can be delivered;
5. handle special requests (including dietary requirements and accessibility needs) where possible;
6. process payments and administer accounts, including refunds and reconciliation;
7. maintain safety, prevent fraud and protect our business;
8. comply with legal and regulatory obligations (including package travel and financial protection requirements); and
9. improve our website and marketing, including measuring advertising performance and website usage (see Section 10).

6. Our lawful bases for processing (UK GDPR)

We rely on one or more of the following lawful bases:

• Performance of a contract: to take steps before entering a contract and to deliver your booking/holiday.
• Legal obligation: to meet legal/regulatory obligations.
• Legitimate interests: to operate and improve our business, prevent fraud and run proportionate marketing/analytics.
• Consent: where required (e.g. certain cookies/tracking and certain marketing; and some uses of special category data where applicable).

7. Who we share personal data with

We share data only where necessary for the purposes above.

A) Travel and holiday suppliers

This can include airlines, transfer providers, accommodation providers, activity providers and catering partners. We share only what they need to deliver the relevant service.

B) Service providers (processors)

We may use third-party providers for:

• booking/CRM and administration (including Topic Plus),
• payment processing,
• email/SMS delivery,
• IT/security and hosting.

C) Advertising and analytics partners

We use:

• Google Analytics 4 (GA4) for website analytics. Google states GA4 does not log or store individual IP addresses (in GA4's EU-focused privacy notes).
• Google Ads (including conversion tracking/remarketing). Google's guidance for audience/remarketing use says privacy policies should disclose that third-party vendors (including Google) show ads across the internet and may use cookies/device identifiers based on prior visits, and that users can opt out via Google's Ads Settings.
• Meta (Facebook/Instagram) advertising tools such as the Meta Pixel, which Meta describes as code placed on a website to report conversions, build audiences and get insights about website usage; Meta also describes website custom audiences using the Pixel to match site visitors to people on Meta technologies.

These tools may involve cookies/identifiers and the sharing of event data (e.g., page views, enquiries, form submissions, purchases if applicable) depending on your consent choices.

D) Legal and regulatory

We may share data with regulators, law enforcement, courts, insurers and professional advisers where required or appropriate.

8. International transfers

Some suppliers or service providers may be located outside the UK. Where personal data is transferred internationally, we will take appropriate safeguards (for example, adequacy decisions or contractual protections where applicable).

9. How long we keep your personal data (retention)

We keep personal data only as long as necessary for the purposes set out above, including legal, accounting and operational needs.

Typical retention may include:

• Booking and transaction records: retained in line with legal/accounting requirements.
• Special requirements (dietary/allergy/accessibility): kept only as long as needed to deliver the trip and manage follow-up queries/claims, then minimised/deleted where appropriate.
• Website analytics/advertising data: retained according to the relevant platform settings and consent choices.

10. Cookies, GA4, Google Ads and Meta tracking

What are cookies?

Cookies are small text files placed on your device when you visit a website. They help websites remember information about your visit and can be used for website functionality, analytics, and advertising.

We may also use similar technologies such as pixels/tags (e.g., advertising pixels) that collect information about your device and your interactions with the website.

10.1 What we use cookies/tracking for

We use cookies and similar technologies to:

• enable website functionality,
• understand website usage (analytics),
• measure advertising effectiveness, and
• (where permitted) show ads to people who have visited our website (remarketing/retargeting).

10.2 Why we use cookies

A) Strictly necessary cookies

These are required for the website to function and/or for basic security. Without these cookies, parts of the website may not work properly.

B) Analytics cookies

These help us understand how visitors use our website, so we can improve performance and user experience. We use Google Analytics 4 (GA4) for analytics. Google states GA4 does not log or store individual IP addresses (in the EU-focused GA4 privacy information).

C) Marketing/advertising cookies

These help us measure advertising effectiveness and, where enabled, show ads to people who have visited our website (remarketing/retargeting). We use advertising tools including Google Ads, Meta (Facebook/Instagram) Ads, and TikTok Ads.

10.3 Cookies and tracking we use

The exact cookies present can vary depending on your browser/device and how the platforms are configured. Common cookies/IDs used with these services include:

Notes:

• Cookie names and lifespans can change due to platform updates and browser restrictions.
• Some identifiers may be stored as local storage, pixels, or URL parameters rather than cookies.

10.4 How you can control cookies

At the moment, we do not use a dedicated cookie preference tool/banner on laplandfamille.co.uk.

You can control cookies in the following ways:

A) Browser controls

Most browsers allow you to:

• delete cookies,
• block all cookies, or
• block third-party cookies.

If you block cookies entirely, some parts of the website may not function as intended.

B) Opting out of interest-based advertising

You can manage your ad preferences and opt out of interest-based ads via platform settings:

• Google Ads (Ad Settings)
• Meta (Facebook/Instagram) ad preferences
• TikTok ad preferences

You can also manage interest-based advertising preferences via industry tools such as Your Online Choices (UK).

C) Deleting existing cookies

You can delete cookies already stored on your device via your browser settings.

10.5 Third-party cookies

Some cookies may be set by third parties (for example, Google, Meta, TikTok) when you use our website. These third parties may use cookies/identifiers according to their own privacy and cookie policies. We do not control third-party cookies, but we use these tools to measure site performance and advertising effectiveness.

10.6 Updates to cookie information

We may update this cookie information from time to time. The latest version will be posted on this page with the "Last updated" date at the top.

11. Marketing preferences

Where you opt in (or where otherwise permitted), we may send marketing communications. You can opt out at any time by using an unsubscribe link or contacting us at hr@skifamille.co.uk.

12. Your data protection rights

Depending on your circumstances, you may have rights including:

• access, rectification, erasure (in certain cases),
• restriction (in certain cases),
• portability (in certain cases),
• objection (including the right to object to direct marketing), and
• withdrawal of consent (where we rely on consent).

To exercise any right, contact us at hr@skifamille.co.uk. We may need to verify your identity.

If you're unhappy with how we handle your personal data, please contact us first. You can also complain to the UK supervisory authority, the Information Commissioner's Office (ICO).

13. Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, alteration or disclosure. No method of transmission or storage is completely secure, but we take data security seriously and limit access to those who need it.

14. Children's data

Our holidays are family-focused and we process children's data where a parent/guardian provides it for booking and travel purposes. We do not knowingly market directly to children.

15. Changes to this policy

We may update this policy from time to time. The latest version will be posted on our website with the "Last updated" date at the top. If changes are material, we will take reasonable steps to bring them to your attention.