TIO TOURS TRAVEL PRIVACY STATEMENT
INTRODUCTION
First things first – your privacy is important to us. That might be the kind of thing all these notices say, but we mean it. You place your trust in us by using services, and we value that trust. That means we’re committed to protecting and safeguarding any personal data you give us. We act in our customers’ best interests and we are transparent about the processing of your personal data.
That our privacy Statement describes how we use and process your personal data, provided in a readable and transparent manner. It also tells you what rights you can exercise in relation to your personal data and how you can contact us. Please also read our Cookie Statement, which tells you how Tiotours.travel uses cookies and other similar tracking technologies.
If you’ve used us before, you know that Tiotours.travel offers online travel-related services through our own websites and mobile apps, as well as other online platforms such as partners’ websites and social media. We’d like to point out that all the information you’re about to read generally applies to not one, not two, but all of these platforms.
In fact, this single privacy statement applies to any kind of customer information we collect through all of the above platforms or by any other means connected to these platforms (such as when you contact our customer service team by email [email protected]).
If you are one of our business partners, make sure to also check out our Privacy Statement for Business Partners to understand how personal data is further processed as part of the business relationship.
Our Privacy Statement can be amended from time to time, so we recommend that all our clients, bussiness partners and any other persons in need of our services to visit this page occasionally to make sure you know where you stand. If we make any updates to our Privacy Statement that will impact you significantly, we’ll notify you about the changes before any new activities begin.
INTERPRETATION AND DEFINATION OF TERMS USED IN OUR PRIVACY STATEMENT
“Trip” refers to the various different travel products and services that can be ordered, acquired, purchased, bought, paid, rented, provided, reserved, combined, or consummated by you from the Trip Provider.
“Trip Provide” refers to the provider of accommodation (e.g. hotel, motel, apartment, bed & breakfast, landlord), attractions (e.g. (theme) parks, museums, sightseeing tours), transportation provider (e.g. car rentals, cruises, trains, flights, bus tours, transfers), tour operators, travel insurances, and any other travel or related product or service as from time to time available for Trip Reservation on the platform.
“Trip Service” refers to the online purchase, order, (facilitated) payment, or reservation service as offered or enabled by Tiotours.travel in regards to various products and services as from time to time made available by Trip Providers on the platform.
“Trip Reservation” refers to the order, purchase, payment, booking, or reservation of a Trip.
What kind of personal data do we collect?
We can’t help you book the perfect Trip without information, so when you use our services there are certain things we ask for. This is typically routine info – your name, preferred contact details, the names of the people traveling with you, and your payment info. You might also decide to submit additional info related to your upcoming Trip (e.g. your anticipated arrival time).
In addition, we also collect info from the computer, phone, tablet, or other device you use to access our services. This includes the IP address, the browser used, and your language settings. There are also situations when we receive info about you from others or automatically collect other info.
This is the general overview but if you’d like to know more about the information we collect, we go into more detail below.
Why do we collect and use your personal data?
The main reason we ask for personal details is to help you organize your online Trip Reservations and ensure you get the best possible service.
We also use your personal data to contact you about the latest deals, special offers, and other products or services we think you might be interested in. There are other uses, too. If you’d like to find out what they are, read on for a more detailed explanation.
How do we share your data with third parties?
There are different parties integrated into www.tiotours. travel services, in various ways and for various reasons. The primary reason we share your data is to provide the Trip Provider with the relevant info to complete your Trip Reservation.
We also involve other parties to provide you with the www.tiotours. travel services. This includes, for example, financial institutions, advertisers, our subsidiaries
and the other companies that work with us or, in some cases, if we’re required to by law, we might share your data with governmental or other authorities
Below, we go into more detail about how the information you share with us is used and exchanged with these parties.
How is your personal data shared and further processed for ground transport services?
Tiotours.travel uses your data to offer you ground transport services via different websites and apps (such as cars.Uber, Spesho, SafeBoda, Tubaayo, among others)
Read more to understand the scope and limited nature of our joint responsibility.
How is your personal data shared and further processed for insurance services?
We work with different parties when offering insurance services. We shall continue to advise you on how your data is used and shared for insurance purposes and learn about the responsibilities of the parties involved.
How does Tio tours & Travel process communications that you and your Trip Provider may send via Tiotours.travel?
Tiotours.travel can help you and Trip Providers exchange info or requests about services and existing Trip Reservations through the Tiotours.travel platform. If you want to find out more about how Tiotours.travel receives and handles these communications, please contact our customer care team.
How does Tiotours.travel make use of mobile devices?
We offer free apps that we also collect and process personal data through. This works in much the same way as our website, but they also allow you to benefit from the location services available on your mobile device(s).
How does Tiotours.travel make use of social media?
The use of social media may be integrated into Tiotours.travel services in various ways. These will involve us collecting some of your personal data, or the social media provider receiving some of your info. If you’d like to learn more about how this information is used and exchanged, read on.
What security and retention procedures does Tiotours.travel put in place to safeguard your personal data?
We’ve implemented a range of procedures to prevent unauthorized access to and the misuse of personal data that we process.
How does Tiotours.travel treat personal data belonging to children?
Unless indicated otherwise, Tiotours.travel is a service you’re only allowed to use if over you’re older than 16. We only process information about children with the consent of their parents or legal guardians, or when the information is shared with us by the parents or legal guardians themselves.
Who is responsible for the processing of personal data on the Tiotours.travel website and apps?
Tiotours.travel located at Greenland Towers, Level 4 Suit 459 and 470, Kampala, Uganda controls the processing of personal data for the provision of its services. That includes its websites and mobile apps, except for some exceptions that are clarified in this privacy statement.
Country-specific provisions
Depending on the law that applies to you, we might be required to provide some additional info.
What kind of personal data does Tiotours.travel collect?
Personal data you give to us.
Tiotours.travel collects and uses the info you provide us. When you make a Trip Reservation, you are (at a minimum) asked for your name and email address.
Depending on the Trip Reservation, we may also ask for your home address, telephone number, payment information, date of birth, current location (in the case of on-demand services), the names of the people traveling with you, and any preferences you might have for your Trip (such as dietary or accessibility requirements). In some cases, you may also be able to check-in online with the Trip Provider, for which we will ask you to share passport information or a driver’s license and signatures.
If you need to get in touch with our customer service team, contact your Trip Provider through us, or reach out to us in a different way such as social media or [email protected] Email, we’ll collect information from you there, too. This applies whether you are contacting us with feedback or asking for help using our services.
You might also be invited to write reviews to help inform others about the experiences you had on your Trip. When you write a review on the Tiotours.travel platform, we’ll collect any info you’ve included, along with your display name.
There are other instances where you’ll provide us with information as well. For example, if you’re browsing with your mobile device, you can decide to allow
Tiotours.travel to see your current location or grant us access to some contact details. This helps us to give you the best possible service and experience by, for example, showing you our city guides, suggesting the nearest restaurants or attractions to your location, or making other recommendations.
If you create a user account, we’ll also store your personal settings, uploaded photos, and reviews of previous bookings. This saved data can be used to help you plan and manage future Trip Reservations or benefit from other features only available to account holders, such as incentives or other benefits.
We may offer you referral programs. Participating in these will involve providing us with relevant personal data.
Personal data you give us about others.
Of course, you might not just be making a Trip Reservation for yourself. You might be taking a Trip with other people or making a reservation on someone else’s behalf. In both those scenarios, you will provide their details as part of the Trip Reservation.
If you have a Tiotours.travel for Business account, you can keep an address book there to make it easier to plan and manage business travel arrangements for others.
In some cases, you might use Tiotours.travel to share information with others. This can take the form of sharing a wish list, taking part in a travel community or participating in a referral program, as described when you use the relevant feature.
At this point, we have to make it clear that it’s your responsibility to ensure that the person or people you have provided personal data about are aware that you’ve done so, and that they have understood and accepted how Tiotours.travel uses their information (as described in this Privacy Statement).
Personal data we collect automatically.
Whether or not you end up making a Trip Reservation, when you visit our websites or apps, we automatically collect certain info. This includes your IP address, the date and time you accessed our services, the hardware, software, or internet browser you used, and info about your computer’s operating system like application versions and your language settings. We also collect information about clicks and which pages were shown to you.
If you’re using a mobile device, we collect data that identifies the device, as well as data about your device-specific settings and characteristics, app crashes, and other system activity. When you make a Trip Reservation using this kind of device, our system registers how you made your reservation (on which website), and/or which site you came from when you entered the Tiotours.travel website or app.
Personal data we receive from other sources.
It’s not just the things you tell us, though—we may also receive information about you from other sources. These include business partners, such as affiliate partners, subsidiaries of the Tiotours.travel corporate group, other companies in the same business, and other independent third parties.
Anything we receive from these partners may be combined with information provided by you. For example, Tiotours.travel Trip Reservation services aren’t only made available via Tiotours.travel and the Tiotours.travel apps, but are also integrated into services of affiliate partners you can find online. When you use any of these services, you provide the reservation details to our business partners who then forward your details to us.
We also integrate with third party service providers to facilitate payments between you and Trip Providers. These service providers share payment information, so we can administer and handle your Trip Reservation, making sure everything goes as smoothly as possible for you.
We also collect info when we receive a complaint about you from a Trip Provider (e.g. in the case of misconduct).
Another way we might receive data about you is through the communication services integrated into our platforms. These communication services offer you a way to contact the Trip Provider you’ve booked with to discuss your stay. In some cases, we receive meta data about these communication activities (such as who you are, where you called from, and the date and length of the call).
We may also receive information about you in order to show you more relevant ads, such as the additional cookie data Tiotours.travel social media partners make available to us. Please read the section Why does Tiotours.travel collect and use your personal data? for more information.
When you link your Tiotours.travel user account to your social media account, you might trigger exchanges of data between Tiotours.travel and that social media provider.
You can always choose not to share that data.
Trip Providers may share info about you with Tiotours.travel, too. This could happen if you have support questions about a pending Trip Reservation, or if disputes or other issues arise about a Trip Reservation.
Why does Tiotours.travel collect and use your personal data?
We use the info collected about you for various purposes. Your personal data may be used in the following ways:
A. Trip Reservations: First and foremost, we use your personal data to complete and administer your online Trip Reservation—which is essential for us to provide this service for you. This includes sending you communications that relate to your Trip Reservation, such as confirmations, modifications, and reminders. In some cases, this may also include processing your personal data to enable online check-in with the Trip Provider or processing personal data in relation to possible damage deposits.
B. Customer service: We provide international customer service from our offices in ………………and are here to help 24/7. Sharing relevant details such as reservation info or info about your user account with our global customer service staff allows us to respond when you need us. This includes helping you to contact the right Trip Provider and responding to any questions you might have about your Trip Reservation (or any other questions, for that matter).
C. Account facilities: Tiotours.travel users can create an account on our website or apps. We use the info you give us to administer this account, enabling you to do a number of useful things. You can manage your Trip Reservations, take advantage of special offers, make future Trip Reservations easily, and manage your personal settings.
Managing personal settings lets you keep and share lists, share photos, view previously searched Trip Services, and check other travel-related info you've provided. You can also see any reviews you’ve written.
If you want, you can share certain info as part of your user account by creating a public profile under your own first name or a screen name you choose.
If you’re a Tiotours.travel for Business account holder, you can also save contact details under that account, manage business reservations, and link other account holders to the same Tiotours.travel for Business account.
D. Online groups: We give account holders the chance to connect and interact with each other through online groups or forums, such as travel communities.
E. Marketing activities: We use your information for marketing activities. These activities include:
1. Using your contact info to send you regular news about travel-related products and services. You can unsubscribe from email marketing communications quickly, easily, and anytime. All you need to do is click the “Unsubscribe” link included in each newsletter or other communication.
2. Based on your info, individualized offers might be shown to you on the Tiotours.travel website, on mobile apps, or on third-party websites/apps (including social media sites), and the content of the site displayed to you might be personalized. These could be offers that you can book directly on the Tiotours.travel website, on co-branded sites, or other third-party offers or products we think you might find interesting.
3. When you participate in other promotional activities (such as sweepstakes, referral programs, or competitions), only relevant information will be used to administer these promotions.
F. Communicating with you: There might be other times when we get in touch, including by email, by chatbot, by mail, by phone, or by text. Which method we choose depends on the contact information you’ve previously shared.
We process the communications you send to us. There could be a number of reasons for this, including:
1. Responding to and handling any requests you or your booked Trip
Provider have made. Tiotours.travel also offers customers and Trip Providers various ways to exchange information, requests, and comments about Trip Providers and existing Trip Reservations via Tiotours.travel. For more information, read the section titled “How does Tio Tours and Travel process communications that you and your Trip Provider send through Tiotours.travel?.”
2. If you have started but not finished a Trip Reservation online, we might contact you to invite you to continue with your reservation. We believe this additional service benefits you because it allows you to carry on with a Trip Reservation without having to search for Trip Providers or enter your reservation details again.
3. When you use our services, we might send you a questionnaire or invite you to provide a review about your experience with Tiotours.travel or the Trip Provider.
4. We also send you other material related to your Trip Reservations, such as how to contact Tiotours.travel if you need assistance while you’re away, and information that we feel might be useful to you in planning or making the most of your Trip. We might also send you material related to upcoming Trip Reservations or a summary of previous Trip Reservations you made through Tiotours.travel.
5. Even if you don’t have an upcoming Trip Reservation, we may still need to send you other administrative messages, which could include security alerts.
6. In the case of misconduct, we may send you a notice and/or warning.
G. Market research: We sometimes invite our customers to take part in market research. Review the info that accompanies this kind of invitation to understand what personal data will be collected and how it’s used.
H. Improving our services: We also use personal data for analytical purposes and product improvement. This is part of our commitment to improving our services and enhancing the user experience.
In this case, we use data for testing and troubleshooting purposes, as well as generating statistics about our business. The main goal here is to get insights into how our services perform, how they are used, and ultimately to optimize and customize our website and apps, making them easier and more meaningful to use. As much as possible, we strive to use anonymized and de-identified personal data for this analytical work.
I. Providing the best price applicable to you.
J. Customer reviews and other destination-related info: During and after your Trip, we might invite you to submit a review. We can also make it possible for the people you’re traveling with or whom you booked a reservation for to do this instead. This invite asks for information about the Trip Provider or the destination.
If you have a Tiotours.travel account, you can choose to display a screen name next to your review, instead of your real name. If you’d like to set a screen name, you can do that in your account settings.
By completing a review, you’re agreeing that it can be displayed (as described in detail in our Terms and Conditions) on, for example, the relevant Trip Provider information page on our websites, on our mobile apps, on our social media accounts and social media apps, or on the online platform of the relevant Trip Provider or business partner’s website. This is to inform other travelers about the quality of the Trip Service you used, the destination you have chosen or any other experiences you choose to share.
K. Call monitoring: When you make calls to our customer service team, Tiotours.travel uses an automated telephone number detection system to match your telephone number to your existing reservations. This helps save time for both you and our customer service staff. However, our customer service staff may still ask for authentication, which helps to keep your reservation details confidential.
During calls with our customer service team, live listening might be carried out or calls might be recorded for quality control and training purposes. This includes the usage of the recordings for the handling of complaints, legal claims, and for fraud detection.
We do not record all calls. In the case that a call is recorded, each recording is kept for a limited amount of time before being automatically deleted. This is unless we have determined that it’s necessary to keep the recording for fraud investigation or legal purposes.
L. Promotion of a safe and trustworthy service: To create a trustworthy environment for you, the people you bring with you on your Trip, Tiotours.travel business partners and our Trip Providers, we continuously analyze and use certain personal data to detect and prevent fraud and other illegal or unwanted activities.
Similarly, we use personal data for risk assessment and security purposes, including when you report a safety concern, or for the authentication of users and reservations. When we do this, we may have to stop or put certain Trip Reservations on hold until we’ve finished our assessment.
M. Legal purposes: Finally, in certain cases, we may need to use your information to handle and resolve legal claims and disputes, for regulatory investigations and compliance, to enforce the Tiotours.travel online reservation service terms of use or to comply with lawful requests from law enforcement.
Providing your personal data to Tiotours.travel is voluntary. However, we may only be able to provide you with certain services if we can only collect some personal data. For instance, we can’t process your Trip Reservation if we don’t collect your name and contact details.
If we use automation to process personal data that produces legal effects or similarly, significantly affects you, we’ll always implement the necessary measures to safeguard your rights and freedoms. This includes the right to obtain human intervention.
To process your personal data as described above, we rely on the following legal bases:
As applicable, for purpose A and B, Tiotours.travel relies on the legal basis that the processing of personal data is necessary for the performance of a contract, specifically to finalize and administer your Trip Reservation.
If the required personal data is not provided, Tiotours.travel cannot finalize the Trip
Reservation, nor can we provide customer service. In view of purposes C to L, Tiotours.travel relies on its (or third parties’) legitimate interest, to provide and improve services and to prevent fraud and other illegal acts (as set out more specifically under C to L).
When using personal data to serve Tiotours.travel will or a third party's legitimate interest, Tiotours.travel will always balance your rights and interests in the protection of your personal data against Tiotours.travel will. travel rights and interests or those of the third party. For purpose M, Tiotours.travel also relies, where applicable, on compliance with legal obligations (such as legal law enforcement requests).
Finally, where needed under applicable law, Tiotours.travel will obtain your consent prior to processing your personal data, including for email marketing purposes or as otherwise required by law.
How does Tiotours.travel share your data with third parties?
In certain circumstances, we’ll share your personal data with third parties. These third parties include:
1. The Trip Provider You Booked: In order to complete your Trip Reservation, we transfer relevant reservation details to the Trip Provider you've booked. This is one of the most essential things we do for you.
Depending on the Trip Reservation and Trip Provider, the details we share can include your name, contact and payment details, the names of the people accompanying you, and any other info or preferences you specified when you made your Trip Reservation.
In certain cases, we also provide some additional historical info about you to the Trip Provider. This includes whether you’ve already booked with them in the past, the number of completed bookings you’ve made with Tiotours.travel will, a confirmation that no misconduct has been reported about you, the percentage of bookings you’ve canceled in the past, or whether you’ve given reviews about past bookings.
If you have a question about your Trip, we may contact the Trip Provider to handle your request. Unless payment is made during the booking process, via the Tiotours.travel website, we will forward your credit card details to the booked Trip Provider for further handling (assuming you’ve provided us with those details).
In cases of Trip Reservation-related claims or disputes, we may provide the Trip Provider with your contact details and other information about the booking process, as needed to resolve the situation. This can include, but might not be limited to, your email address and a copy of your reservation confirmation as proof that a Trip Reservation was made or to confirm reasons for cancellation.
For completeness, Trip Providers will further process your personal data outside of the control of Tiotours.travel. Trip Providers may also ask for additional personal data, for instance to provide additional services, or to comply with local restrictions. If available, please read the Privacy Statement of the Trip Provider to understand how they process your personal data.
2. Connectivity Providers: Note: Certain Trip Providers may need us to share your personal data with a contracted Connectivity Provider in order to be able to finalize and administer your reservation. Connectivity providers act on behalf of Trip Providers and help them to manage their reservations.
3. Your local Tiotours.travel office: To support the use of Tiotours.travel services, your details may be shared with subsidiaries of the Tiotours.travel corporate group, including for customer service.
4. Third-party service providers: We use service providers outside of the Tiotours.travel corporate group to support us in providing our services. These include:
Customer support
Market research
Fraud detection and prevention (including anti-fraud screening)
Insurance claims
Payment
We use third parties to process payments, handle chargebacks or provide billing collection services. When a chargeback is requested for your Trip Reservation, either by you or the holder of the credit card used to make the reservation, we’ll need to share certain reservation details with the payment service provider and the relevant financial institution so they can handle the chargeback. This could also include a copy of your reservation confirmation or the IP address used to make your reservation. We might share information with relevant financial institutions if we consider it strictly necessary for fraud detection and prevention purposes.
Marketing services
We share personal data with advertising partners, including your email address, as part of marketing Tiotours.travel services via third parties to ensure that relevant ads are shown to the right audience. We use techniques such as hashing to enable the matching of your email address with an existing customer database, so that your email address cannot be used for other purposes.
Advertising partners
We use advertising partners, such as metasearch providers, to allow you to compare our offers with offers from other Online Travel Agencies
(OTAs). When you make a reservation on Tiotours.travel after using an
advertising partner, we will send the details of the reservation that you made on Tiotours.travel to that partner.
5. Competent authorities: We disclose personal data to law enforcement to the extent required by law or strictly necessary for the prevention, detection, or prosecution of criminal acts and fraud, or if we’re legally obliged to do so otherwise. We may need to further disclose personal data to competent authorities to protect and defend our rights or properties, or the rights and properties of our business partners.
6. Business partners: We work with many business partners around the world. These business partners distribute and advertise Tiotours.travel services, including the services and products of our Trip Providers.
When you make a reservation on one of our business partners’ websites or apps, certain personal data that you give them, such as your name and email address, your address, payment details and other relevant information, will be forwarded to us to finalize and manage your Trip Reservation.
If customer service is provided by the business partner, Tiotours.travel will share relevant reservation details with them (as and when needed) to provide you with appropriate and efficient support.
When you make a reservation through one of our business partners’ websites, the business partners can receive certain parts of your personal data related to the specific reservation and your interactions on these partner websites. This is for their commercial purposes.
When you make a reservation on a business partner’s website, take the time to read their privacy notice if you’d like to understand how they process your personal data.
For fraud detection and prevention purposes, we may also exchange information about our users with business partners—but only when strictly necessary.
If an insurance claim is made concerning you and a Trip Provider, we may provide the necessary data (including personal data) to the insurance company for further processing.
Partner Offer: We may present you with a “Partner Offer.” When you book a stay marked “Partner Offer,” your reservation will be facilitated by a Trip Provider who is separate from the accommodation you’re booking. As part of the reservation process, we’ll need to share some relevant personal data with this business partner.
If you book a Partner Offer, please review the information provided in the booking process or check your reservation confirmation for more information about the Trip Provider and how your personal data will be further processed by them.
Tiotours.travel is a global business. The data that we collect from you, as described in this Privacy Statement, could be made accessible from, transferred to, or stored in countries which may not have the same data protection laws as the country in which you initially provided the information. In such cases, we will protect your data as described in this Privacy Statement.
In particular, when your data is transferred to third-party service providers, we establish and implement appropriate contractual, organizational, and technical measures with them by putting in place Standard Contractual Clauses.
In certain specific cases, we transfer your data because it is in your interest or is necessary to conclude or perform the contract we have with you. For instance, when you make a reservation on Tiotours.travel or through a business partner, we might need to transfer your data to a Trip Provider.
How is your personal data shared and further processed for ground transport services?
Tiotours.travel works together closely with car rental owners to offer you ground transport services. This means that when you're booking or browsing for ground transport services via the app or website, Tiotours.travel is responsible for the collection and use of your personal data.
In addition to the data we process to allow you to search for ground transport services and make your booking, Tiotours.travel can also use your personal data independently.
How is your personal data shared and further processed for insurance services?
Tiotours.travel works closely together with Insurance companies to offer customers different insurance products and services for Trip Reservations, for example, room cancellation insurance.
The offering of insurance can involve multiple parties, such as intermediaries, underwriters, and other agents. Where Tiotours.travel is involved, it will act as the intermediary and authorized agent or appointed representative on behalf of the insurer, by offering insurance products and services to Tiotours.travel customers.
When offering insurance, Tiotours.travel may have to use and share personal data that is relevant to the insurance product. This data relates to you as a potential or actual policyholder, the beneficiaries under a policy, family members, claimants, and other parties involved in a claim:
To provide offers, arrange insurance cover and handle insurance claims, some personal data, provided to us during the booking processYou may also be asked to provide additional information, such as names of family members or other beneficiaries or details about a claim.
If you make a claim under an insurance policy, this claim may be directly handled by the insurer. This means that you may be asked to provide personal data in order to submit the claim directly to them. The insurer will inform you accordingly at the point of collection of your information. When your claim is handled by the insurer, Tiotours.travel may receive information about the status of your claim in order to provide you with customer support services.
When Tiotours.travel acts as an intermediary for insurance products and services it will be responsible for the collection of Insurance-Specific Data and its transmission from Tiotours.travel to the Insurance company.
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