Privacy and Cookie Policy

1. About this policy

This policy explains how BTOURS LTD (BTOURS, we, us or our) handles personal information when you use btours.com, contact us, request a quotation, make a booking or travel on arrangements booked through us.

It applies whether BTOURS acts as the organiser or operator of the travel arrangements, or as an agent arranging services provided by another supplier. Some suppliers and booking platforms act as separate controllers and use personal information under their own privacy notices.

For the purposes of applicable UK data protection law, including the UK General Data Protection Regulation, the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations 2003, BTOURS is the controller of the personal information it decides to collect and use.

Our Information Commissioner’s Office registration number is ZA529317.

2. Personal information we collect

• Identity and contact details, including names, postal addresses, email addresses and other contact details supplied to us.
• Booking and travel details, including destination, dates, itinerary, accommodation, transport, rooming arrangements, traveller preferences and booking history.
• Traveller information needed by a supplier or authority, which may include date of birth, nationality, passport or identity-document information and emergency-contact details.
• Payment and transaction information, including amounts, payment status, refunds and limited billing details. Payment service providers normally process complete card details on our behalf; BTOURS does not need to retain complete card numbers.
• Communications, including enquiries, quotation requests, emails, booking messages, complaints, feedback and live-chat records.
• Marketing preferences and records of consent or opt-out requests.
• Technical and usage data, including IP address, browser and device information, security logs, cookie identifiers and website interactions.
• Information about accessibility, mobility, health, dietary needs or other special requirements when you choose to provide it and it is needed for your travel arrangements.

Some personal information is necessary for us to respond to an enquiry, prepare a quotation, enter into or perform a contract, meet legal requirements, or enable a supplier or authority to provide a travel service. If you do not provide information that is reasonably required, we may be unable to prepare or confirm your booking, administer or deliver some or all of the arrangements, provide requested assistance, or meet supplier or official requirements. Where reasonably practicable, we will explain when information is required and the likely consequences of not providing it.

3. Information about other travellers

If you give us information about another traveller, you must have authority to do so and must make this policy available to that person. The lead traveller is responsible for ensuring that the information supplied for every member of the party is accurate.

We process information about children only where it is provided by a parent, guardian or authorised lead traveller and is needed to arrange or deliver the booking. Our website and services are not directed at children making bookings independently.

4. How we obtain information

• Directly from you, including through our website, email, enquiry forms, live chat and booking communications.
• From the lead traveller or another person authorised to act for you.
• From travel agents, tour marketplaces, booking platforms or other partners through which you make an enquiry or booking. These organisations may act as separate controllers under their own privacy notices.
• From hotels, transport providers, attractions, guides and other suppliers involved in delivering or changing your arrangements.
• Automatically when you use our website, through server logs, cookies and similar technologies.

5 Why we use personal information

Where we rely on legitimate interests, we consider the impact on your rights and use the information only where those interests are not overridden by your interests or fundamental rights.

6. Special category information

Information about health, disability, mobility, allergies or dietary requirements may reveal special category information. We ask for this information only where it is relevant to the arrangements or to a request for assistance. Where required, we will ask for explicit consent before using or sharing it.

You may withdraw consent, but this may limit our ability or a supplier’s ability to meet the relevant request. Please provide only information that is necessary for the trip.

7. Who receives personal information

We share personal information only where it is reasonably necessary for a booking, our operations or a legal requirement. Recipients may include:

• Hotels, accommodation providers, transport operators, vehicle-rental businesses, guides, attractions, restaurants and other travel-service suppliers.
• The organiser or principal supplier where BTOURS acts as an agent, and agents or retailers where they are involved in the booking.
• Booking platforms and travel marketplaces through which an enquiry or booking is made.
• Payment, accounting, banking and fraud-prevention providers.
• Website-hosting, content-management, email, customer-support, live-chat, analytics and information-technology providers.
• Professional advisers, insurers and auditors where needed.
• Police, courts, regulators, border authorities or other public bodies where disclosure is required or permitted by law.
• A buyer, investor or successor if all or part of our business is reorganised, sold or transferred, subject to appropriate confidentiality safeguards.

8. International transfers

Travel arrangements may require personal information to be sent to suppliers or authorities outside the United Kingdom. Some of our technology providers may also process information in other countries.

Where UK data protection law requires safeguards, we use an applicable adequacy regulation, the UK International Data Transfer Agreement or Addendum, or another lawful transfer mechanism. The privacy laws of the destination country may differ from those in the United Kingdom.

9. How long we keep information

We may keep information for longer where required by law, a regulator, a dispute, fraud prevention or the establishment, exercise or defence of legal claims. We securely delete or anonymise information when it is no longer needed.

10. Security

We use reasonable technical and organisational measures designed to protect personal information against accidental or unlawful loss, alteration, disclosure or access. Access is restricted to people and service providers that need the information for an authorised purpose.

No online service can be guaranteed completely secure. If you believe personal information relating to BTOURS has been misused, lost or accessed without authority, contact us at info@btours.com.

11. Your data protection rights

Depending on the circumstances, you may have the right to:

• ask for a copy of your personal information;
• ask us to correct inaccurate or incomplete information;
• ask us to erase information in certain circumstances;
• ask us to restrict the use of information in certain circumstances;
• object to processing based on legitimate interests or to direct marketing;
• receive certain information in a portable format; and
• withdraw consent at any time where processing is based on consent, without affecting earlier lawful processing.

These rights are not absolute. We may need to verify your identity and may retain information where the law permits or requires us to do so. We normally respond within one month, subject to lawful extensions for complex requests.

We do not currently use personal information for solely automated decisions that produce legal or similarly significant effects.

12. Marketing

You can unsubscribe from marketing at any time by using the unsubscribe option in a message or by emailing info@btours.com. Opting out of marketing does not stop essential communications about an enquiry or booking.

13. Cookies and similar technologies

Cookies are small files stored on a device. Similar technologies may use pixels, tags, local storage or device identifiers. We use them to operate and secure the website, remember choices and, with consent, understand website use or support marketing.

When you first visit the website, our cookie notice should allow you to accept or reject non-essential cookies. You can change or withdraw consent through the cookie settings link on the website. You can also control cookies through your browser, although blocking strictly necessary cookies may prevent parts of the website from working.

The cookie settings displayed on the website provide the current list of cookies and similar technologies, including their provider, purpose and duration. Third-party services may set their own cookies and process information under their own privacy notices.

14. External websites

Our website may link to websites operated by travel suppliers, booking platforms, social networks or other organisations. BTOURS does not control those websites and this policy does not cover their processing. Please read the relevant privacy notice before providing information.

15. Complaints

Please contact us first if you have a concern about our use of personal information. You also have the right to complain to the Information Commissioner’s Office.

Information Commissioner’s Office: ico.org.uk

16. Changes to this policy

We may update this policy to reflect changes in our services, technology or legal obligations. The updated version will be published on our website with a revised date. Material changes will be brought to your attention where appropriate.

Contact details

BTOURS LTD is registered in England and Wales under company number 11509996.

Registered office: Office 10674, 182–184 High Street North, East Ham, London E6 2JA, United Kingdom.

Email: info@btours.com