Privacy Policy

This policy explains how Euro Padel Travel (“we”, “us”, “our”) collects, uses and protects your personal data when you use our website or enquire about or book a trip. We are the data controller. We aim to comply with the UK GDPR and the Data Protection Act 2018.

Company details: EURO PADEL TRAVEL LTD is a company registered in England & Wales, company number 17431897. Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.

Data protection contact: privacy@europadeltravel.com. We have not appointed a statutory Data Protection Officer, as we are not required to under Article 37 of the UK GDPR.

What data we collect

Enquiry & contact details: name, email, phone number, destination, dates, group size and any message you send us through our enquiry form.
Booking & member details: the information needed to organise a trip for you and your group, including each member's name, email and phone number.
Payment data: deposits and balances are processed by our payment provider (Stripe). We do not store full card numbers; card handling is carried out by Stripe as processor.
Messaging opt-ins: where you opt in, we record consent to contact you by email and/or WhatsApp, together with the type, source and timestamp of that consent.
Technical & cookie data: see our Cookie Policy.
Website usage data: where you consent to analytics cookies, how you use the site (pages viewed, how you arrived, device and approximate location) via Google Analytics, and aggregated age, gender and interest data via Google Signals. See Analytics and Google Signals below. With the same consent, where you click and scroll, and session recordings with anything you type masked, via PostHog. See Behaviour analytics and session recordings (PostHog).
How you found us: if you have accepted analytics or marketing cookies, then when you send an enquiry or claim the £50 code we save with it how your visit started: the campaign tags on the link you followed (for example “utm_source=instagram”), any Google or Meta ad click reference, the website that sent you (its name only, not the page), the page you landed on and when. We use it to learn which channels bring real enquiries. Without that consent we record none of this, and your enquiry or sign-up is saved in the normal way.

How and why we use it (lawful bases)

To respond to enquiries and organise your trip: performance of a contract, or steps taken at your request before entering a contract.
To take payment and manage deposits and balances: performance of a contract.
To send trip and account updates: legitimate interests and/or contract (transactional messages are not marketing).
To send marketing: if you sign up for our £50 offer list, only where you have given explicit, separate opt-in consent, which you can withdraw at any time. If you send us an enquiry, we may occasionally email you about similar trips. You can unsubscribe at any time, using the link in any email or by replying.
To understand how the site is used: consent, given through the cookie banner and withdrawable at any time.
To learn which channels bring enquiries: consent, given by accepting analytics or marketing cookies, and withdrawable at any time. We use only the “how you found us” details above, kept with your enquiry or sign-up.
To measure our advertising on Facebook and Instagram: consent, given by accepting marketing cookies, and withdrawable at any time. See Advertising measurement (Meta).
To meet legal obligations: for example tax and accounting record-keeping.

Who we share it with

We share personal data only where necessary, with processors and partners acting on our instructions or as needed to deliver your trip:

Payment processing: Stripe.
Hosting, database and authentication: Vercel (hosting) and Supabase (database and sign-in).
Email: Resend, who send our enquiry and booking emails.
Telephone enquiries: ElevenLabs, who provide the automated voice assistant that answers our “call now” line.
Drafting replies: Anthropic, whose AI tools help us draft replies that Jack then reviews and sends. See AI tools and automatic messages below.
Our mailbox: Google (Gmail and Google Workspace), where our emails and the drafts we prepare are stored.
Alerts to Jack: Telegram, which we use to tell Jack when a message needs him personally.
Travel suppliers: hotels, venues and other suppliers where sharing your details is needed to deliver the trip you book.
Website analytics: Google (Google Analytics 4 and Google Signals), only where you consent to analytics cookies.
Behaviour analytics and session recordings: PostHog (PostHog Cloud EU, hosted in Frankfurt), only where you consent to analytics cookies. See Behaviour analytics and session recordings (PostHog).
Advertising measurement: Meta (the Meta pixel and the Meta Conversions API), only where you consent to marketing cookies. See Advertising measurement (Meta).
Professional advisers and authorities where required by law.

We do not sell your personal data. We only market to people who have opted in.

AI tools and automatic messages

Replies from Euro Padel Travel may be drafted with help from AI tools. Jack reviews each one and sends it himself. Reminders and updates are sent automatically. Outside working hours (9pm to 8am UK time) an automated assistant replies on its own and says so at the start.

The AI tools we use to help draft replies come from Anthropic. Reminders and updates, such as a deadline coming up or the plan for the next day of your trip, are sent by our booking system. Our phone line is answered by an automated voice assistant from ElevenLabs. When a message needs Jack, we alert him on Telegram, and you can reply 'Jack' at any time to reach him directly.

We use what is said in our calls, emails and WhatsApp messages with you to improve our service, for example to answer common questions better. Before we do, we remove names, phone numbers, email addresses and postal addresses. We do not use your messages to train AI models.

These providers act as our processors:

Anthropic, whose AI tools help us draft replies to your emails and WhatsApp messages.
ElevenLabs, who provide the automated voice assistant that answers our phone line.
Google, whose Gmail and Google Workspace store our emails and the drafts we prepare.
Telegram, which we use to alert Jack when a message needs him personally.

If you would rather we did not use your conversations this way, tell our data protection contact and we will leave them out: privacy@europadeltravel.com.

International transfers

Some of our providers process personal data outside the UK. Where they do, the transfer is covered either by UK adequacy regulations or by the International Data Transfer Addendum to the EU Standard Contractual Clauses, which each provider offers as part of its data processing agreement.

Database, accounts and file storage: Supabase, hosted in the EU (AWS Ireland, eu-west-1). Covered by the UK adequacy regulations for the EEA.
Website hosting: Vercel, a US provider serving from edge locations worldwide, under the UK Addendum.
Payments: Stripe, contracted through Stripe Payments Europe Ltd in Ireland, with onward transfer to the US under the UK Addendum.
Email: Resend, a US provider, under the UK Addendum.
Telephone enquiries: if you use our “call now” line, the call is answered by an automated voice assistant provided by ElevenLabs, a US provider, under the UK Addendum. What you tell it is written into an enquiry record so that a human can call you back.
AI drafting: Anthropic, a US provider, under the UK Addendum.
Our mailbox: Google (Gmail and Google Workspace), a US provider, under the UK Addendum.
Website analytics: Google, a US provider, under the UK Addendum, and only where you have consented to analytics cookies.
Behaviour analytics: PostHog, with your data hosted in the EU (Frankfurt, Germany). Covered by the UK adequacy regulations for the EEA, and only where you have consented to analytics cookies.
Advertising measurement: Meta Platforms Ireland Ltd, with onward transfer to Meta Platforms, Inc. in the US under the safeguards in Meta's data transfer terms, and only where you have consented to marketing cookies.

If you want to know which safeguard applies to a particular transfer, ask our data protection contact at privacy@europadeltravel.com.

How long we keep it

We keep personal data only as long as we need it for the purposes above and to meet our legal, accounting and tax obligations, then delete or anonymise it.

Enquiries that do not become bookings: 24 months from your last contact with us.
Telephone enquiry records: 24 months, the same as any other enquiry.
Message records: The text of our calls, emails and WhatsApp messages with you, the drafts our AI tools prepared, and the details of each message you send us (who it came from, when, and on which channel) are kept for up to 24 months. The copy with names and contact details removed is kept for as long as it helps us improve our service.
Booking, payment and accounting records: six years after the end of your trip. That is the period HMRC requires us to keep tax records for, and it covers the three years the Companies Act 2006 requires of a private company.
Our marketing suppression list: kept indefinitely. If you unsubscribe, we have to keep a record of your email address for the sole purpose of never emailing you again; deleting it would let you drift back onto a list.
Website analytics: retained by Google for the period set on our Analytics property, and only where you consented to analytics cookies in the first place.
Behaviour analytics and session recordings: retained by PostHog for the period set on our PostHog plan, and only where you consented to analytics cookies in the first place.
How you found us: kept with the enquiry or sign-up it belongs to, for the same period as that record.
Advertising measurement: held by Meta under its own terms, and only where you consented to marketing cookies.

Your rights

Under UK GDPR you have the right to:

access a copy of your data;
have inaccurate data corrected;
have your data erased in certain circumstances;
restrict or object to certain processing;
data portability; and
withdraw consent at any time, without affecting prior processing.

To exercise any of these rights, contact us at the address below. You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk, though we'd ask you to raise it with us first.

Analytics and Google Signals

Where you accept analytics cookies, we use Google Analytics 4 to measure how the site is used. IP anonymisation is switched on, and we do not send Google your name, email address or phone number.

We check the visiting IP address against our own internet addresses so our own visits don't count in our statistics; it isn't stored.

We also have Google Signals enabled. If you are signed in to a Google account and have Ads Personalisation switched on in your own Google settings, Google may associate your visit with that account and give us aggregated reporting on the age, gender and interests of our visitors, plus the ability to recognise the same person across their devices. Google uses its own advertising cookies and identifiers to do this. We only ever see aggregated figures, not individual profiles, and Google suppresses small numbers so that individuals cannot be identified.

Our lawful basis for all of this is your consent. Nothing loads until you accept analytics cookies, and you can withdraw consent at any time from our Cookie Policy page. You can also control it on Google's side through My Ad Center. Google acts as our processor for Analytics; some of this processing takes place outside the UK (see International transfers).

Behaviour analytics and session recordings (PostHog)

Where you accept analytics cookies, we also use PostHog to see how people use the site: which pages they read, where they click, and where they give up. It shows us what to make clearer.

PostHog records sessions, which means a replay of the page as you scrolled and clicked. Anything you type into a form is masked before it leaves your browser, so we never see it in a recording. On your trip, quote and join pages all the text is masked too, and we do not record our staff pages at all.

We do not send PostHog your name, email address or phone number. If you send us an enquiry, we link your visit to it with a scrambled reference number, so we can see which pages lead to enquiries without PostHog knowing who you are. PostHog stores the data in the EU, in Frankfurt, and acts as our processor. Nothing loads until you accept analytics cookies, and you can withdraw consent at any time from our Cookie Policy page.

Advertising measurement (Meta)

If you accept marketing cookies, we use the Meta pixel on this site and Meta's Conversions API on our server. They tell Meta (Facebook and Instagram) which pages you viewed, whether you tapped to message us on WhatsApp, whether you sent an enquiry or claimed the £50 code and, if you go on to receive a quote from us or pay a deposit, that those steps happened. That way we can see which posts and ads lead to real trips and, later, show our posts to people with similar interests.

When you send an enquiry or claim the code with marketing cookies accepted, our server sends Meta your email address and phone number (and your name) in hashed form: scrambled one way with SHA-256 before they leave us, so Meta can match them to an existing account but cannot read them. A scrambled reference for your enquiry goes the same way. We also send the Meta cookie values on your device, your IP address and your browser type, which Meta uses to match the visit. With an enquiry we send your group size, the destination you chose and the kind of trip, but never your message or your dates.

To tell Meta about a quote or a deposit later on, we keep those Meta cookie values, your IP address and your browser type with your enquiry, and only if you had accepted marketing cookies when you sent it. When a deposit is paid we also send Meta a value for the booking (what the booking earns us, not the price you pay) so it can measure our advertising. We never send your payment details.

Decline marketing cookies, or never answer the banner, and none of this runs: the pixel does not load and our server sends Meta nothing. You can withdraw consent at any time from our Cookie Policy page. Meta acts as a joint controller with us for collecting and sending this data, and as an independent controller for what it does with it afterwards, as described in Meta's Privacy Policy.

Cookies

We use cookies and similar technologies as described in our Cookie Policy. Non-essential cookies are off by default until you agree to them.

Contact

Questions about this policy, or any request to exercise the rights above, should go to our data protection contact at privacy@europadeltravel.com. By post: EURO PADEL TRAVEL LTD is a company registered in England & Wales, company number 17431897. Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. You can also reach us through our contact page, but an email to the address above is the one that gets to us fastest.