CYG | Privacy Policy

Privacy Policy

At ContactYourGuide, we take data privacy very seriously and are fully committed to upholding your privacy rights. This Privacy Policy is intended to provide you with important information about how we collect and use your personal data, as well as the choices you have with respect to your personal information.

By accessing or using the ContactYourGuide marketplace platform available through the www.contactyourguide.com website (the "Site"), and/or by providing any information to us in connection with our Site or services, you acknowledge that you have read and understood the terms and conditions of this Privacy Policy.

Controller of Your Personal Data

ContactYourGuide Inc. (“ContactYourGuide”, “we”, or “us”) is committed to protecting your personal data and privacy. As the controller, we are responsible for the personal data you provide to us or that we obtain from the use of our site.

We process your personal data in accordance with applicable data protection laws and regulations. Our Privacy Policy explains how we collect, use, disclose, and protect your personal data when you use our website.

If you have any questions or concerns about our processing of your personal data, please contact us using the contact details provided in our Privacy Policy.

Personal Data Collection

We are committed to protecting your privacy and ensuring the security of your personal data. We collect personal data from you when you interact with us, such as when you use our services or complete surveys. This may include information such as your name, email address, telephone number, and any other information you choose to provide us with.

We may also produce anonymous data from your personal data and other individuals' personal data. This anonymous data may be used for our business activities.

If you provide us with personal data about a third party, such as the name, email address, or telephone number of a tour participant or tour service provider, you must obtain authorization from those third parties to share their personal data with us. By providing us with this information, you are giving us permission to collect and process their personal data in accordance with this Privacy Policy.

Below is a list of ways in which we collect personal data from you and how we use it:

When you open an account on our site
When you sign up for our newsletter
When you submit an inquiry
When you book a tour
When you file a complaint
When you publish a review

We take your privacy seriously and will only use your personal data for the purposes outlined in this Privacy Policy.

Our Commitment to Protecting Your Personal Data

At our company, we take the privacy and security of your personal data very seriously. To ensure that your personal data is protected, we employ a range of administrative, technical, and physical security measures to prevent loss, manipulation, and unauthorized access to your personal data.

However, while we strive to maintain the highest privacy and security standards, we cannot guarantee the full security of your personal information. Please keep this in mind when disclosing any personal data to us.

We are committed to ensuring that your personal data is stored in Canada, where it will be subject to Canadian data protection laws.

If you have any questions or concerns about our privacy policy or the protection of your personal data, please do not hesitate to contact us.

Retention of Information

We will keep your personal information for the following purposes:

As long as you maintain an active account on our platform;
To provide the services you have requested from us;
To maintain a record of your transactions for auditing and tax purposes;
To provide customer support services;
To comply with our legal obligations;
To enforce our agreements.

Sharing of Personal Data

ContactYourGuide values your privacy and is committed to protecting your personal data. We will only share your personal data with third parties for purposes consistent with this Privacy Policy, such as sharing your data with affiliated companies or data service providers, who are required to maintain the confidentiality of your personal data. We may also share your data with other users of the Site for the purpose of providing and/or using the services required by you, but we are not responsible for the privacy practices of other users of the Site.

We may disclose your personal data if required to do so by law, such as to comply with applicable laws and administrative or legal processes, or to respond to requests from government authorities. We may also provide information to governments and/or law enforcement officials to exercise and/or defend our legal rights.

Please note that we never sell or exchange your personal data for marketing purposes to third parties. We take your privacy seriously and will continue to ensure that your personal data is protected.

By using the Site, you agree to hold ContactYourGuide harmless for any damages that may result should any personal information about you be released by any third parties, including but not limited to, any user of the Site.

Data Protection and Your Rights

At our company, we are committed to protecting your personal data and respecting your privacy. We understand the importance of transparency and we want to provide you with clear information about how we collect, use and store your personal data.

As a user, you have certain rights when it comes to your personal data. These include:

Right to Access

You have the right to access the personal data we hold about you at any time. You can do this by logging into your account on our website.

Right to Portability

You have the right to request a copy of your personal data in a machine-readable format, to be sent to you or to another party.

Right to Rectification

You have the right to request that we correct any inaccurate or incomplete personal data we hold about you. If you have an account with us, you can edit and complete your personal data through your account settings.

Right to Erasure

You have the right to request that we delete all your personal data. However, we may be unable to do so in certain circumstances, such as when it is necessary for the performance of a contract, for our legitimate business interests, to comply with legal obligations or for safety reasons.

Withdraw Consent

You have the right to withdraw your consent for us to collect and process your personal data at any time. In that case, we will no longer process your personal data, anonymize it or delete it, as appropriate.

Please note that in some situations, if you decide not to provide personal data to us, we may be unable to provide our services to you.

If you have any questions or concerns about your personal data or your rights, please contact our Customer Support team at support@contactyourguide.com

Newsletters and Promotional Emails

We may send you newsletters and promotional emails if you opt-in to receive them when you create an account on our site. You can easily unsubscribe from these messages at any time by editing your account preferences or by clicking the unsubscribe link in the footer of our emails.

Cookies and Automated Tracking Technologies.

We use cookies and other automated tracking technologies to collect certain information from you, such as your IP address, location, browser type, device type, and other usage information. Service providers, like Google Analytics, may also use automated tracking technologies to tailor ads or deliver content when you are on our site or on other sites. The information generated by the service providers will be stored according to their privacy policies and may be shared with us.

We use this information to:

Improve your browsing experience by keeping you signed in, remembering items in your shopping cart, and saving your preferences for future visits
Determine which areas and features are most popular and which may need improvement.
Keep track of advertisements, search engine results, and your behavior on our site.

You can set your browser to block these cookies. However, please note that doing so may limit your ability to use all of our site's features and may negatively impact your user experience. Additionally, our platform does not currently respond to "Do Not Track" signals from your browser.

Disclaimer Regarding Third-Party Websites

Our website may contain links to third-party websites. Please note that these websites have their own privacy policies and terms of use, which may be different from ours. We do not endorse or assume any responsibility for the content, accuracy, or privacy practices of these websites. We encourage you to review the privacy policies and terms of use of any third-party website you visit.

Changes to this Privacy Policy.

We reserve the right to make changes to this Privacy Policy at any time and without prior notice to you. If we make any changes, we will post the updated Privacy Policy on our website. If you continue to use our services after we post the updated Privacy Policy, it will be deemed that you accept the changes.

Contact Us.

If you have any questions about our Privacy Policy or would like to exercise any of your rights related to your personal data, please contact our Customer Service team at support@contactyourguide.com

Personal Data Collection and Use Policy.

Our company collects and uses personal data for the purpose of providing our services and maintaining user accounts. We respect our users' privacy and are committed to protecting their personal data in accordance with applicable laws and regulations.

Traveler's Account.

We collect personal data from travelers when they register on our site, update their personal information, use our messaging system, book a tour, post a review, respond to surveys, or communicate with customer service. The personal data we collect includes contact details such as full name, nationality, and email address, as well as any other personal data sent through our messaging system. We may also collect information on traveler preferences, bookings, and optional information such as address, telephone numbers, and medical/dietary concerns.

We use this personal data to identify travelers and enable the opening of their accounts, communicate with them about booking inquiries, contact them from customer service, share their information with guides they choose to contact, process payments, and publish tour reviews. The legal grounds for processing this personal data include maintaining user accounts, providing products and services, and complying with legal obligations such as tax regulations.

Guide's Account.

We collect personal data from guides during the onboarding process, when they update their personal information, use our messaging system, respond to surveys, or communicate with customer service. The personal data we collect includes their profile biography, photos and videos, all personal data sent through our messaging system, banking information, payment history, tax information, information from screening services, and optional information such as a Skype name.

We use this personal data to identify guides and enable the opening of their accounts, list their tours on our site, communicate news, activities, and surveys related to our services, communicate with them about bookings, contact them from customer service, share their information with travelers and travel agents they choose to contact, publish their information on our site, send remittances to them, and conduct ongoing screening services. The legal grounds for processing this personal data include maintaining user accounts, providing products and services, and complying with legal obligations such as tax regulations.

We may share personal data with third-party service providers in order to provide our services, and we will take appropriate measures to ensure that our service providers adhere to our privacy policies and protect our users' personal data.

Users can request access to the personal data we have collected about them, and may also request that we correct, delete, or restrict the processing of their personal data. We will comply with such requests to the extent required by applicable laws and regulations.

We may update this personal data collection and use policy from time to time, and will notify users of any material changes. Users are encouraged to review this policy periodically to stay informed about how we collect and use their personal data.

Guide Applicants.

We collect personal data from you when you apply to open a guide's account, during recruiting interviews, and when we contact your references. The personal data we usually process includes your contact details (such as full name, date of birth, nationality, address, telephone numbers, and email address), information about your guiding activity, your experience as a guide, references, and information from screening services. We use your personal data to communicate with you in regards to your application, conduct a screening process, request references, and identify you and analyze the opening of your account. Our legal grounds to process your personal data is to take steps, at your request, prior to entering into a contract (Independent Tour Guide Agreement).

Buy a Gift Card

We collect personal data from you when you follow the steps to buy a gift card. The personal data we usually process includes your contact details (such as full name, email address, and telephone numbers). We use your personal data to identify you and enable the issuance of the gift card, and to inform the recipient about the identity of the sender, if applicable. Our legal grounds to process your personal data is performance of the contract.

Newsletters

We collect personal data from you when you opt-in during sign up or click the opt-in box in your account. The personal data we usually process includes your full name and email address. We use your personal data to send you personalized emails. Our legal grounds to process your personal data is your consent to receive newsletters. You can withdraw your consent by editing the settings in your account or by clicking unsubscribe in the newsletter message.