Visitors to our websites
When someone visits indusexperiences.co.uk we use a third-party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site. This information is only processed in a way which does not identify anyone. We do not make, and do not allow Google to make, any attempt to find out the identities of those visiting our website. If we do want to collect personally identifiable information through our website, we will be up front about this. We will make it clear when we collect personal information and will explain what we intend to do with it.
People who email us
We use Transport Layer Security (TLS) to encrypt and protect email traffic in line with government. If your email service does not support TLS, you should be aware that any emails we send or receive may not be protected in transit. We will also monitor any emails sent to us, including file attachments, for viruses or malicious software. Please be aware that you have a responsibility to ensure that any email you send is within the bounds of the law.
People who make a complaint to us
When we receive a complaint from a person we make up a file containing the details of the complaint. This normally contains the identity of the complainant and any other individuals involved in the complaint. We will only use the personal information we collect to process the complaint and to check on the level of service we provide. We usually have to disclose the complainant’s identity to whoever the complaint is about. This is inevitable where, for example, the accuracy of a person’s record is in dispute. If a complainant doesn’t want information identifying him or her to be disclosed, we will try to respect that. However, it may not be possible to handle a complaint on an anonymous basis. We will keep personal information contained in complaint files in line with our retention policy. This means that information relating to a complaint will be retained for two years from closure. It will be retained in a secure environment and access to it will be restricted according to the ‘need to know’ principle. Similarly, where enquiries are submitted to us we will only use the information supplied to us to deal with the enquiry and any subsequent issues and to check on the level of service we provide.
People who use Indus Experience’s services
In order to ensure booking and travel arrangements run smoothly in accordance with your requirements, we need to use the information you provide and pass this on to our ground-handling agents. We must pass the information on to relevant suppliers of your travel arrangements such at airlines, hotels, transport companies etc. The information may also be provided to public authorities such as police/customs/immigration if required by them, or as required by law. This information may include your name, address, age and any special needs/disabilities/dietary requirements etc. Once your information is passed on to the relevant supplier (of your travel arrangements), the use of the information will be subject to their own data protection policy. You should be aware that as your holiday is outside the European Economic Area, controls on data protection in the destination you are visiting might not be as strong as the legal requirements in this country. Where you provide us with sensitive information such as details of any disabilities or dietary/religious requirements, in making this booking, you consent to this information being passed on to the relevant suppliers of your travel arrangements. If we cannot pass this information on to these persons, it may not be possible to provide you the required service. We will not pass any information provided onto any person, who is not, responsible for part of your travel arrangements. Indus Experiences send information and offers to individuals who have either booked or enquired about a holiday or who have requested information on our products and services. We may use a third party to deal with some publication requests, but they are only allowed to use the information to send out the publications. We have to hold the details of the people who have requested the service in order to provide it. However, we only use these details to provide the service the person has requested and for other closely related purposes. For example, we might use information about people who have booked a holiday with us to carry out a survey to find out if they are happy with the level of service they received. When people do subscribe to our services, they can cancel their subscription at any time and are given an easy way of doing this.
Under the Data Protection Act 1998, you have rights as an individual which you can exercise in relation to the information we hold about you.
You can read more about these rights here – https://ico.org.uk/for-the-public/is-my-information-being-handled-correctly/
Complaints or queries
Indus Experiences tries to meet the highest standards when collecting and using personal information. For this reason, we take any complaints we receive about this very seriously. We encourage people to bring it to our attention if they think that our collection or use of information is unfair, misleading or inappropriate. We would also welcome any suggestions for improving our procedures. This privacy notice was drafted with brevity and clarity in mind. It does not provide exhaustive detail of all aspects of Indus Experiences collection and use of personal information. However, we are happy to provide any additional information or explanation needed. Any requests for this should be sent to the address below. If you want to make a complaint about the way we have processed your personal information, you can contact us in our capacity as the statutory body which oversees data protection law – www.ico.org.uk/concerns.
Access to personal information
Indus Experiences tries to be as open as it can be in terms of giving people access to their personal information. Individuals can find out if we hold any personal information by making a ‘subject access request’ under the Data Protection Act 1998. If we do hold information about you we will:
- give you a description of it;
- tell you why we are holding it;
- tell you who it could be disclosed to; and
- let you have a copy of the information in an intelligible form.
To make a request to the Indus Experiences for any personal information we may hold you need to put the request in writing to the address provided below. If you agree, we will try to deal with your request informally, for example by providing you with the specific information you need over the telephone. If we do hold information about you, you can ask us to correct any mistakes by, once again, writing to us.
Disclosure of personal information
In many circumstances we will not disclose personal data without consent. However, when we investigate a complaint, for example, we will need to share personal information with the organisation concerned and with other relevant bodies.
Links to other websites
This privacy notice does not cover the links within this site linking to other websites. We encourage you to read the privacy statements on the other websites you visit.
Changes to this privacy notice
We keep our privacy notice under regular review. This privacy notice was last updated on 10 May 2018.
How to contact us
Unit 4, Artisan Place
23 Ladysmith Road
What our clients say
Patricia - China Holiday
I returned yesterday from our trip to China where we had a fabulous time. The arrangements you made for our visit to Xian went off like clockwork. Everything went well - we were picked up on time, the drivers and the guides (in Xian - Yu - and upon our return at the airport in Beijing - Raymond) were first class. The hotel Shangri-La was…