Privacy

Purpose of this privacy notice

This privacy notice aims to give you information on how Villa Plus collects and processes your personal data, including any data you may provide through this website or via any other means (such as over the telephone) when you purchase travel services, when you sign up to our newsletter, when you take part in a competition etc. This website is not intended for children and the only circumstances in which we collect data relating to children, is where you make a booking of travel services and you have children in your party. It is important that you read this privacy notice together with any other privacy notice or fair processing notice we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data. This privacy notice supplements the other notices and is not intended to override them.

Controller

Villa Plus Ltd is the controller and responsible for your personal data (collectively referred to as "Villa Plus", "we", "us" or "our" in this privacy notice). We have appointed a Data compliance officer who is responsible for overseeing questions in relation to this privacy notice. If you have any questions about this privacy notice, including any requests to exercise your legal rights, please contact the data controller using the details set out below.

Contact details

Our full details are:

Full name of legal entity: Villa Plus Limited

Name or title of Data Compliance Officer: Annabel Tyndale

CCTV Enquiries: cctvenquiries@villaplus.com

DPR & DSAR Enquiries: GDPRenquiries@villplus.com

Postal & Registered Address: Drover House, 16 Adelaide Street, St. Albans, AL3 5BH

Telephone number: 01727 836686

You have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues (ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO, so please contact us in the first instance.

Changes to the privacy notice and your duty to inform us of changes

The data protection law in the UK changed on 25 May 2018.

The policy was originally reviewed on the 23rd May 2018 and was last updated on 8th September 2021.

It is important that the personal data we hold about you is accurate and current. Please keep us informed if any of the details you provide to us should change, during the course of your relationship with us.

Third-party links

This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.

Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data). We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:

(A)      Identity Data

1. This includes data relating specifically to your identity, such as your first name, maiden name, last name, username or similar identifier, marital status, title, date of birth and gender.

(B)     Contact Data

1. This includes data relating to how you may be contacted, such as your billing address, delivery address, postcode, email address and telephone numbers.

(C)     Financial Data

1. This includes data relating to your means and methods of payment, such as your bank account and payment card details.

(D)      Transaction Data

1. This includes data relating to the transactions you have carried out with us, such as details about payments to and from you and other details of products and services you have purchased from us.

(E)      Technical Data

1. This includes more technical data that we may obtain when you make use of our website, such as your internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website.

(F)      Profile Data

1. This includes the data that we receive if or when you create a profile on our website and make use of that policy, such as your username and password, postcode, purchases or orders made by you, your interests, preferences, feedback and survey responses.

(G)      Usage Data

1. This includes information about how you use our website, products and services.

(H)     Marketing and Communications Data

1. This includes your preferences in relation to whether or not you want to receive marketing from us and our third parties and also your communication preferences.

We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we will treat the combined data as personal data which will be used in accordance with this privacy notice. Special Categories of Personal Data We may collect the following special categories of personal data about you, if required.

Details about your:

• health and medical information;

We collect and process the above data only where it is strictly necessary to do so in order to deliver the travel service that you have purchased. Furthermore, we will only collect and process the above special categories of sensitive personal data where you have provided us with your explicit consent to do so. You are not under any obligation to consent to us processing your sensitive personal data. However, without your consent, we won’t be able to make the necessary arrangements to provide the travel services that you have booked or are attempting to book or amend. As a result, if you do not provide your consent, we will be unable to proceed with your booking or amendment. If you are happy to consent to our use of your sensitive personal data, you will also be able to withdraw your consent at any time. However, as this will prevent us from providing the travel service you have booked, we will be required to treat any withdrawal of consent as a cancellation of your booking and the cancellations in clause 1 of our Booking Terms and Conditions /booking-conditions will become payable. If you fail to provide personal data Where we need to collect personal data by law or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into, with you. In other words, where we require details from you in order to provide you with your chosen travel services, if you do not provide us with the necessary details then we will not be able to provide the services you have booked or are attempting to book. In this case, depending upon when you fail to provide the necessary data, we may either not be able to process your booking or we may have to cancel your booking, in which case we will treat this as a ‘cancellation by you’ in accordance with our Booking Terms and Conditions /booking-conditions. We will notify you if we are unable to process a booking or are required to cancel a booking for this reason.

We use different methods to collect data from and about you including through:

(A)   Direct interactions You may give us your Identity information, Contact information and Financial Data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:

• make a booking of travel services;
• make an amendment to your booking;
• create an account on our website;
• subscribe to our newsletter or other publications;
• request marketing to be sent to you;
• enter a competition, promotion or survey;
• give us some feedback;
• raise any formal complaint
• notify us of any personal injury

(B)   Automated technologies or interactions As you interact with our website, we may automatically collect technical data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, server logs and other similar technologies. We may also receive Technical Data about you, if you visit other websites employing our cookies. Please see our cookie policy /cookie-policy for further details.

(C)   Third parties We may receive personal data about you from various third parties as set out below:

• Technical Data from the following parties:
• (i)  analytics providers, such as DoubleClick based outside the EU; Adthena based inside the EU.

(D)     Contact, Financial and Transaction Data from providers of technical, payment and delivery services, such as Creditcall as intermediary payment gateway for card payments on Worldpay transactions based inside the EU and Barclays based inside the EU. (E)    Identity and Contact Data from data brokers or aggregators such as CACI, based inside the EU. (F)    Identity and Contact Data from publicly availably sources, such as Companies House and the Electoral Register based inside the EU.

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

• Where we need to perform the contract, we are about to enter into, or have entered into, with you.
• Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.
• Where we need to comply with a legal or regulatory obligation.

Generally, we do not rely on consent as a legal basis for processing your personal data other than in relation to sending direct marketing communications to you via email or text message. You have the right to withdraw consent to marketing at any time by using this link /sign-up

Purposes for which we will use your personal data

We have set out below, in a table format, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate. Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact us if you need details about the specific legal ground we are relying on, to process your personal data where more than one ground has been set out in the table below.

Marketing

We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising. We have established the following personal data control mechanisms: a sign-up link: /sign-up Subscription preferences or Subscription requests can be managed by you, from the above link.

Promotional offers from us

We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you (we call this marketing). You will receive marketing communications from us if you have requested information from us or purchased services from us and, in each case, you have not opted out of receiving that marketing.

Marketing Loyalty programme

Villa Plus may on occasion send you a gift or item, as an existing customer loyalty gesture. There is no inducement or requirement to make a further booking. Should you not wish to participate in this programme, please email our Marketing team at: marketing@villaplus.com

Third-party marketing

We will get your express opt-in consent before we share your personal data with any company outside Villa Plus for marketing purposes.

Opting out

You can ask us to stop sending you marketing messages at any time by entering your email address and clicking the Unsubscribe button from the /sign-up page. Where you opt out of receiving these marketing messages, this will not apply to personal data that you have provided to us, as a result of a purchase of travel services or other such transactions.

Cookies

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly. For more information about the cookies we use, please see /cookie-policy

Change of purpose

We will only use your personal data for the purposes for which we collected it. If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so. Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

We may have to share your personal data with the parties set out below for the purposes set out in the table in paragraph 4 above.

(A)    Internal Third Parties as set out in the Glossary below, section 10

(B)    External Third Parties as set out in the Glossary below, section 10

(C)    Third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets.    Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business,    then the new owners may use your personal data in the same way as set out in this privacy notice.

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

We share your booking data within the Company and if shared outside the EEA, is only within the context of an intra-group transfer (such as our IT development team) Booking data held in databases outside the EEA for the purpose of ensuring that all required information has been provided to confirm your booking, will be automatically deleted after a 1 week period, post processing and transfer to our central booking system. Where we are unable to rely on one of the safeguards outlined below when transferring data to those suppliers outside the EEA, we will rely on the derogation under Article 49 of the in order to transfer your personal data to countries outside the EEA (as the transfer relates to the performance of a contract for your benefit), and you hereby permit us to do so. You also acknowledge that where your personal data is transferred outside the EEA, controls on data protection may not be as wide as the legal requirements within the EEA. For all other transfers of data that are unrelated to the provision of travel services to you, whenever your personal data is transferred outside the EEA, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:

• We will only transfer your personal data to countries that have been deemed to provide an adequate level of protection for personal data by the European Commission. For further details, see European Commission: Adequacy of the protection of personal data in non-EU countries.
• Where we use certain service providers, we may use specific contracts approved by the European Commission which give personal data the same protection it has in Europe. For further details, see European Commission: Model contracts for the transfer of personal data to third countries.

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality. We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

How long will you use my personal data ?

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including satisfying any legal, accounting, insurance, dispute resolution or other related requirements in order to conduct our business, such as the detection and preventions of fraud or other illegal activities. To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements. In addition to the above, by law we must keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for six years after they cease being customers for tax purposes. If you have a question about a specific retention period for certain types of personal data we process about you, please contact us GDPR DSAR LINK In some circumstances you can ask us to delete your data: see Request erasure below for further information. In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.

Under certain circumstances, you have rights under data protection laws in relation to your personal data. Please click on the links below to find out more about these rights:

• Request access to your personal data.
• Request correction of your personal data.
• Request erasure of your personal data.
• Object to processing of your personal data.
• Request restriction of processing your personal data.
• Request transfer of your personal data.
• Right to withdraw consent.

If you wish to exercise any of the rights set out above, please contact us at: GDPRenquiries@villaplus.com

No fee usually required

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.

What we may need from you

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

Time limit to respond

We will respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

Guidance: Villa Plus operates CCTV cameras which are fitted to the exterior of the building and record external images of its premises 24/7. These have been installed for the safety and security of its employees and visitors whilst on company premises.

LAWFUL BASIS

• Legitimate Interest means the interest of our business in conducting and managing our business to enable us to give you the best service and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us GDPRenquiries@villaplus.com
• Performance of Contract means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract.
• Comply with a legal or regulatory obligation means processing your personal data where it is necessary for compliance with a legal or regulatory obligation that we are subject to.

THIRD PARTIES

• Internal Third Parties Other companies in the Villa Plus Group [acting as joint controllers or processors] such as Ash Software Pvt Ltd, based in India who provide IT and system administration services. Service Companies who provide Resort Managers, Representatives and Administrative support teams for Villa Plus overseas.
• External Third Parties

1. Suppliers of travel services [acting as processors] based in the United Kingdom or the destinations featured by us within the EU, who provide the travel services that make up any booking of travel services that you make with us. These may include Airlines, Car Hire Providers, Transfer Services, Credit & Debit card companies, Insurance Policy suppliers, Destination Authorities (Visitor Registrations), Villa Owners and their appointed Agents or Managers and other providers as necessary to complete your booking contract with us.
2. Professional advisers [acting as processors or joint controllers] including lawyers, bankers, auditors, insurers and loss adjusters based in the United Kingdom who provide [consultancy, banking, legal, insurance and accounting services].
3. HM Revenue & Customs, regulators and other authorities [acting as processors or joint controllers] based in the United Kingdom, who require reporting of processing activities in certain circumstances.

YOUR LEGAL RIGHTS

You have the right to:

• Request access to your personal data (commonly known as a "data subject access request"). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it. GDPR DSAR LINK
• Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
• Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
• Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.

• Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios: (a) if you want us to establish the data's accuracy; (b) where our use of the data is unlawful, but you do not want us to erase it; (c) where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or (d) you have objected to our use of your data, but we need to verify whether we have overriding legitimate grounds to use it.

• Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.
• Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.