Privacy & cookies

Please read our privacy statement which aims to clearly set out how Stubborn Mule Travel collects and processes your data.

What Personal Information do we collect?
When you make an enquiry with Stubborn Mule Travel via our website, by phone or by email we will ask you for certain personal information (first and last name and email address) in order to provide you with a personalised response and (if requested) to provide you with appropriate marketing.

In order to confirm a booking with Stubborn Mule Travel we will need to collect additional personal details for each individual traveller. These will include (but are not limited to) your name, date of birth, passport details, dietary requirements, medical conditions and credit / debit card details (for payment purposes).

Why do we collect this personal information?
In order to create a bespoke programme for our clients, we require a certain understanding about the family, including the ages of each participant as well as any medical conditions and dietary requirements. This enables us to design and book a suitable holiday for the family.

We will securely store this information for use when designing and booking a holiday for your family both now and in the future.

In addition, if you specifically give us authorisation, we will use your personal information (name and email address) for marketing and customer service purposes (for example customer service surveys).

How do we collect this personal information?
We will request your personal information directly from you in person, on the telephone or by email. Your information will be stored on a password protected server that can only be accessed by members of our sales team.

Credit and debit card information will not be stored and will be entered directly into a web-browser so that payment can be taken. Once payment has been taken, the card details are no longer available to us. If you are making subsequent payments you will need to give us your card information again.

How do we use this personal information?
Certain elements of your personal information will be shared with airlines and with our local partner organisations as required to process your booking. Airlines require full details of your name and date of birth. Our local partner organisations will also require this information and, in addition to this, may require copies of your passport in order to confirm tour services. We will only share the details that are necessary to process your booking.

If you ask us to do so, we will also use your name and email address to provide you with appropriate marketing (email newsletters, customer service questionnaires and so on).

How do we store this personal information?
Any personal information that is shared with us will be stored either in a password protected email or on a password protected server. In each case the information can only be accessed by those who have a direct responsibility for assisting with your booking.

How long do we store this personal information for?
We will store your personal information indefinitely unless you ask us not to. This will enable us to provide you with bespoke tour itineraries in the future without having to collect your personal information again, and will enable us to provide you with appropriate marketing (where this has been requested). If you do not wish us to retain your personal information, please let us know and we will delete it within an agreed period.

What third parties can access this personal information?
When processing a booking for you, we will share your personal information as required with airlines and the local partner organisations directly responsible for making arrangements for your tour. We will only share information that is actually required by each individual party.

The first name, last name and email address of subscribers to our e-newsletter will be transferred to MailChimp and processed by MailChimp. This data is stored within our MailChimp account in order for us to be able to distribute our monthly e-newsletter and send occasional marketing and customer service information. MailChimp may transfer personal data to certain of its sub-processors who perform some critical services, such as helping MailChimp prevent abuse and providing support to customers. All our e-communications include the option to unsubscribe at any time.

How can we access the information you have stored?
You can request full details of any your stored personal information at any time. Requests will be granted within 30 days.

Can we request that you delete the information you have stored?
If you wish any of your personal data to be deleted, please let us know in writing (by post or by email). We will delete all personal information within 15 days of receiving your written request.

Use of cookies on our website
Our website uses cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site. By continuing to browse the site, you are agreeing to our use of cookies.

A cookie is a small file of letters and numbers that we store on your browser or the hard drive of your computer if you agree.

We use the following cookies:

– Analytical/performance cookies
We use Google Analytics to gain insights and improve the functionality of our website. These cookies allow us to recognise and count the number of visitors to our website and to see how they move around the site when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily.

– Preference cookies
We use cookies to store certain user preferences, such as your consent to the use of cookies when you first visit our website.

– Advertising cookies
We use Google Ad Manager to deliver advertising. To do this Google may collect or receive information about you.

– Blocking cookies
You can block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts or certain features of our site or it may not function fully.

Who can we ask for more details?
You can contact us at any time to request access to the information that we hold about you, to correct any information that we are holding about you, and to request that this data is deleted. If you have any questions about our collection and storage of data, or to request access to this, please contact the Stubborn Mule Data Controller on 01728 752 751 or via [email protected]