We will only use your data to improve your experience
We’ll protect your data like it’s our own
You decide what and how you hear from us
Your info won’t just hang about – if we don’t need it, we’ll delete it
At Packed Ltd we like to keep things private and we never compromise when it comes to your privacy. We will always be clear about why we need the details we ask for, and ensure that your personal information is kept as secure as possible.
Before using our Apps or Website, and particularly before submitting personally identifiable information via our Apps or Website, you should read this entire policy. Use of our Apps or Website constitutes your agreement to the terms of this policy. If the terms and conditions of the policy are not acceptable to you, do not submit any personally identifiable information via either our Apps or our Website.
Data: Collectively all information that you submit to Packed Ltd via the iOS Application, Android Application, Website, WhatsApp, Facebook, Facebook Messenger or via any other channel. This definition incorporates, where applicable, the definitions provided in the EU General Data Protection Regulation (GDPR).
Packed Ltd, Packed, we or us: Packed Ltd, a company registered in England and Wales under company number 10719004, whose registered office address is at Kemp House, 160 City Road, London, EC1V 2NX.
User or you: any third party that accesses the Website and is not either (i) employed by Packed Ltd and acting in the course of their employment or (ii) engaged as a consultant or otherwise providing services to Packed Ltd and accessing the Website in connection with the provision of such services.
Apps: our iOS and Android mobile phone applications named Packed, whether downloaded from Apple App Store or Google Play Store.
Right to be informed: This encompasses the obligation for us to be transparent in how we collect and use your personal data.
Right of access: You have the right to access your personal data and supplementary information.
Right to rectification: If the information we hold on you is inaccurate or incomplete, you can request we correct this.
Right to erasure: You can request we delete or remove personal data where there is no compelling reason us to continue processing.
Right to restrict processing: You have the right to request we cease processing your data, if:
Right to data portability: Where you have consented to our processing your data, or where the processing is necessary for us to deliver a contract, you can request a copy of that data be provided to a third party in electronic form.
Right to object: You have the right to object to our processing under certain circumstances. For example, you can object to:
Rights relating to automated decision making including profiling: Where we apply automated decision making, we must:
Information related to automated decision making is contained later in this notice
When you use our Apps or Website, you send pieces of data to Packed Ltd; this can be a name, an email address, information relating to your holiday, or the holiday that you are planning. Other data is generated implicitly by your use of our Apps or Website, e.g. log data. We use this information for internal analytical purposes to improve our products for you. Furthermore we employ other companies to perform tasks on our behalf and may need to share this information with them to provide services to you.
Our Apps and Website collect information from visitors in two ways: actively and passively. Active information collection refers to instances in which we gather information from you when you fill it in and send it to us, such as by completing a registration form, signing up for an electronic newsletter, or sending us a message via an email reply mechanism provided by this site. Active information collection can include both personally identifiable information (e.g. your full name or information that is unique to you) and non-personally identifiable information (e.g. if we were to ask for your first name and a list of the top three things you like about our site). Passive information collection refers to instances in which we collect information from you that you have not actively provided (please see the next section of this policy for a summary of our passive information collection practices).
(a) Registration Information
If you are interested in receiving electronic updates, alerts, and other information from us regarding our Apps, Website, our products or services, you must provide us with an email address or mobile phone number if you have agreed to WhatsApp notifications. In completing your registration, we may also ask for optional information, such as how you found us, to help us better serve you in the future.
If you want to create a user-account either on our Apps or Website, it will be protected by passwords. You should choose a secure password and ensure its confidentiality to prevent unauthorized access to your account.
Packed Ltd employs third party tools to provide you with the convenience you are used to from elsewhere on the internet to sign in to our Apps and Website with one click (so called “social login”). Some of these tools can track your actions when you interact with them. At Packed Ltd you can sign in with Google, Facebook or your email and password. Please refer to the terms of the respective providers for further guidance:
(b) Feedback Information
Packed Ltd also uses Feefo for collection of feedback information. Any information you submit to Feefo will be submitted on the Feefo website and will be subject to their terms: https://www.feefo.com/business/gb_en/privacy-policy
We may use third party software to passively collect information while you are visiting our Apps or Website (that is, you do not actively provide this information). These technologies allow us to collect certain kinds of non-personally identifiable information, including your internet domain name, the type of web browser you use, the device and operating system you use, the date and time of your visit to our Apps or Website, the specific pages you visit, and the address of the web site you visited prior to entering our Apps or Website. We do not link this passively collected non-personally identifiable information with personally identifiable information you have actively provided elsewhere on this site. This data is used only to help us improve our customers’ experience on our Apps and Website and we reserve the right to share the anonymous aggregated information that we have passively collected via this our Apps and Website with third parties, including our business partners and advertisers.
Packed Ltd uses Google Analytics, Google Firebase Analytics (for iOS and Android applications), and Hotjar to compile usage statistics. These services are provided by Google, Inc. and Hotjar Limited, respectively. Their terms can be found here: http://www.google.com/privacy, https://firebase.google.com/terms/analytics, and https://www.hotjar.com/legal/policies/privacy
Packed Ltd also uses Dashbot to compile anonymised usage and behavioural statistics on conversations held in WhatsApp and Messenger. This service is provided by Dashbot Inc. Their term can be found here: https://www.dashbot.io/legal/privacy/.
Below we have summarized the primary means of passive information collection on our Website.
You can manage your cookie preference for our site on the Cookie Settings page.
(b) Internet Protocol (IP) Addresses
This site uses Internet protocol (IP) addresses. IP addresses are unique identifiers automatically assigned to each computer when logging onto the Internet. IP addresses allow us to collect much of the same information we collect through cookies, including browser type, what pages you visit, and how long you stay on the site. In general, IP addresses allow us to identify problems with our servers, prepare aggregate demographic information and other information regarding this use of this site, and improve the functions of this site.
5.3 Our Apps and Website are not intended for use by children
Our Apps and Website are not directed to, and do not seek to collect personally identifiable information from children under the age of 13. Nevertheless, if we are informed that we have collected information from someone in this age category, we will take reasonable steps to delete that information.
For the purposes of the EU General Data Protection Regulation (GDPR), Packed Ltd is the “data controller&rdquo.
We may, from time to time, employ the services of other parties for dealing with certain processes necessary for the operation of our Apps and Website. The providers of such services may have access to certain personal Data provided by Users of our Apps or Website. Any Data used by such parties is used only to the extent required by them to perform the services that we request. Any use for other purposes is strictly prohibited.
If you send Packed Ltd a message via any channel, including WhatsApp, Facebook Messenger and email, this message can be stored to process it, to compile statistical information, to improve our services and support, or to get in touch with you.
Booking Enquiries: When a user makes a booking enquiry, we collect personal information so we may contact them with a quotation. All enquiries are allocated to staff members internally in the company and your details are only used by members of staff that need to deal with the enquiry.
Hotel, Flight and Holiday Package Booking: When a customer books a hotel, flight or holiday package, personal information is used to process and manage all elements of the booking. Your personal information may be passed to third party suppliers of the booking components, some of which may be located outside of the UK.
Email Newsletters: If you choose to subscribe to our email newsletter, your personal information is used to send targeted emails featuring relevant travel products and special offers. These details are not used for any other purpose and will not be shared with any third parties. You may unsubscribe from our newsletter at any point by following the relevant instructions on any of our emails.
Prize Draws: If you enter a prize draw on our Website or a social media site, your personal information will be used to contact you if you win a prize. If you choose to subscribe to our email newsletter when you enter any prize draw, you will also receive regular emails featuring relevant travel products and special offers.
Online Surveys: If you complete a survey on our Apps or Website, we will collect personal information and details of your user preferences and behaviour when shopping for travel products. All information will only be used for statistical purposes and your individual personal information will not be accessible in any survey results.
Job Applications: Any personal information sent in response to a job application will only be used for recruitment purposes. We may contact you by telephone or email about any job application you make.
Retargeting: When browsing our Apps or website, we collect information regarding which pages you have visited so that we can target you with adverts at a later time. This is done through a Google Display Network Remarketing campaign and means that third party vendors, including Google may show Packed Ltd adverts across the internet. This can be opted out of at any time through you Google Ads settings.
Analytics: We also collect demographic data from visitors to our Apps and Website to help with our understanding of App and Website users and customers. We also use this demographic information for internal reporting.
Payment information: Packed Ltd uses a third-party authorised payment processor, Worldpay Group Plc, to process payments. Your payment information is collected via our secure Website but is automatically passed on to Worldpay Group Plc for processing. You can find their terms here: https://www.worldpay.com/uk/worldpay-privacy-notice. We do not store any debit card or credit card information.
Please find below a summary of the specific active information we collect and how we use this to deliver services to you:
Information we collect
Why we collect this
How we process this
This is required for us to fulfill our contractual obligations to you as a customer
This is collected via our Apps, Website and chat channels (WhatsApp and Facebook Messenger) and stored in our CRM system, our email marketing platform where relevant, and our App database
Customer correspondence and service emails relating to important information about your booking.
Direct marketing where the customer has opted-in to receiving
This is collected via our Apps, Website and chat channels
(WhatsApp and Facebook Messenger) and stored in our CRM system,
our email marketing platform where relevant, and our App
Customer correspondence, including WhatsApp conversational messages and WhatsApp notifications from our Apps
This is collected via our Apps, website and chat channels (WhatsApp and Facebook Messenger) and stored in our CRM system and our App databases. If you choose to communicate with us via WhatsApp, you have shown legitimate interest under the terms of GDPR
Customer correspondence and service messages via Facebook Messenger
If you choose to communicate with us via Facebook Messenger, you have shown legitimate interest under the terms of GDPR and your profile will be stored in our messenger account
This is required for payment processing and is kept to make future payments easier for you as a customer
This is collected via our Website and is stored in our CRM system
Date of birth
This is only requested when it is a booking requirement for one element of your holiday. It is also collected when you input your passport information as outlined below
This is collected via our Website and chat channels (WhatsApp and Facebook Messenger) and may be stored in our CRM system
This is requested when we are booking flights for you, the
For flight bookings, this is collected via a form on our website
or via chat channels (WhatsApp and Facebook Messenger)
Dietary requirements and allergies
This is requested when we are booking catered accommodation for
you, the customer.
For catered accommodation bookings, this is collected via a form
on our website or via chat channels (WhatsApp and Facebook
This is collected to process payments
This is collected via our secure website but is automatically passed on to our third-party authorised payment processor, Worldpay Group Plc. We cannot see or access your payment information
This is requested in Messenger to make recommendations that are local to you
This is collected via the share your location function or via text input in Messenger and is stored as either latitude and longitude or as the location name on our Google Cloud Platform servers.
Why we collect this: This is required for us to fulfill our contractual obligations to you as a customer
How we process this: This is collected via our Apps, Website and chat channels (WhatsApp and Facebook Messenger) and stored in our CRM system, our email marketing platform where relevant, and our App database
Why we collect this: Customer correspondence and service emails relating to important information about your booking. Direct marketing where the customer has opted-in to receiving such communication For email & password login credentials for our Apps and Website
How we process this: This is collected via our Apps, Website and chat channels (WhatsApp and Facebook Messenger) and stored in our CRM system, our email marketing platform where relevant, and our App database For the purpose of marketing related emails, your data will be processed in order to provide you with the most relevant and personalised information
Why we collect this: Customer correspondence, including WhatsApp conversational messages and WhatsApp notifications from our Apps
How we process this: This is collected via our Apps, website and chat channels (WhatsApp and Facebook Messenger) and stored in our CRM system and our App databases. If you choose to communicate with us via WhatsApp, you have shown legitimate interest under the terms of GDPR
Why we collect this: Customer correspondence and service messages via Facebook Messenger
How we process this: If you choose to communicate with us via Facebook Messenger, you have shown legitimate interest under the terms of GDPR and your profile will be stored in our messenger account
Why we collect this: This is required for payment processing and is kept to make future payments easier for you as a customer
How we process this: This is collected via our Website and is stored in our CRM system
Date of birth:
Why we collect this: This is only requested when it is a booking requirement for one element of your holiday. It is also collected when you input your passport information as outlined below
How we process this: This is collected via our Website and chat channels (WhatsApp and Facebook Messenger) and may be stored in our CRM system
Why we collect this: This is requested when we are booking flights for you, the customer. It is also requested on our Apps when the group leader requests such details from the group members
How we process this: For flight bookings, this is collected via a form on our website or via chat channels (WhatsApp and Facebook Messenger) It is also requested on our App and stored in our App database
Dietary requirements and allergies:
Why we collect this: This is requested when we are booking catered accommodation for you, the customer. It is also requested on our Apps when the group leader requests such details from the group members
How we process this: For catered accommodation bookings, this is collected via a form on our website or via chat channels (WhatsApp and Facebook Messenger) It is also requested on our App and stored in our App database
Why we collect this: This is collected to process payments
How we process this: This is collected via our secure website but is automatically passed on to our third-party authorised payment processor, Worldpay Group Plc. We cannot see or access your payment information
Why we collect this: This is requested in Messenger to make recommendations that are local to you
How we process this: This is collected via the share your location function or via text input in Messenger and is stored as either latitude and longitude or as the location name on our Google Cloud Platform servers.
Trip access code: To access a trip on our Apps, you use the unique link which Packed provides and which contains a random access code. This link is an important element to prevent unauthorized access to a trip. You should send this link only to authorized people, i.e., the people you wish to participate in your trip.
Like all other personal information, Packed Ltd will not share participants’ email addresses with third parties without consent and we will not send any email communication to participants’ email addresses without lawful grounds to do so.
Contacts integration: Alternatively, you can use your existing Google, Android phone, or iPhone phone contacts to gain access to the email addresses of the people to be contacted. In this case, you authorize Packed Ltd to access your Google contacts, iPhone phone contacts or Android phone contacts. Your Google contacts will still be stored at Google. Please note also: The process of accessing your Google contacts is set up (thanks to OAuth) to make sure that Packed Ltd at no time has access to your Google password.
All data collected and processed on our Website is stored on servers hosted by Rackspace Hosting group within the EU. You can find their terms here: https://www.rackspace.com/information/legal/privacystatement
All data collected and processed on our Apps is stored on servers hosted by DigitalOcean, LLC within the EU. You can find their terms here: https://www.digitalocean.com/legal/privacy-policy/
If you have requested location aware recommendations in Messenger, your Facebook profile information and location information are stored in Google Firestore via Google Cloud Platform within the EU. You can find their terms here: https://cloud.google.com/security/gdpr/
We retains information for seven (7) years from our point of last contact. We hold this information to support our legal and regulatory requirements. If you object to this retention, please contact us – details are provided in the ‘Contact’ section and there is more on opting-out and information access below.
Inactive accounts: Packed Ltd reserves the right to delete user-accounts and associated personal data and trip data, including trips planned on our Apps, if they remain inactive (i.e. not accessed) for 1 year or longer.
We take reasonable steps to ensure that personally identifiable information that you send us via our Apps, Website and communication channels such as WhatsApp, Facebook Messenger and email is accurate, current, and complete. To that end, we provide you with reasonable access to your personal information to correct errors or delete the information you have provided. If you wish to correct or delete your personally identifiable information, please contact us by e-mail at [email protected] or by post at Packed Ltd, Kemp House, 160 City Road, London, EC1V 2NX enclosing appropriate proof of your identity.
To respond to your request or inquiry, we may require follow-up or contact information to allow us to verify that you are the person authorized to view the information you are requesting. We reserve the right to exchange correspondence with you in this regard. We may, at our discretion, refuse to allow you access to certain information if, in our view, to provide such access would jeopardize another person’s privacy; would violate any applicable federal, state, or foreign law, regulation, or directive; or would unreasonably burden Packed Ltd.
Please note that we may be required to retain your Personal Data in part even after a request for blocking or cancellation under the terms of our statutory or contractual retention requirements (such as for accounting purposes) and in such an eventuality will only block your Personal Data insofar as necessary for this purpose. In addition, the cancellation of your Personal Data may have the effect that you are no longer able to acquire or use the services registered by you. Under certain circumstances, you have the right to require us to provide you or a third party specified by you with your personal data in a commonly used format.
All personal Data is stored securely in accordance with the principles of the EU General Data Protection Regulation (GDPR).
Although we take reasonable steps to protect the personally identifiable information that you provide via this Website, no system is 100% secure or error-free. Therefore, we do not, and cannot, guarantee the security or accuracy of the information we gather. Under GDPR, if a data breach is identified, it is mandatory that we notify the Information Commisioners Office (ICO) and the customer, where relevant.
One way we protect your personally identifiable information is through usernames and passwords. This safety measure is only effective if you protect the secrecy of both your username and password. If you ever suspect your username or password may have been compromised or subject to unauthorized use, contact us immediately at by phone on +44 02039 000 226 or by e-mail at [email protected].
For your peace of mind, our Website is protected by Thawte and all card payments are encrypted using the internationally accepted security system, SSL. We do not store any card details and all payments are processed by Worldpay Group plc.
We recognise that you may have questions on how we process and/or store your data, or may want to change either the data we hold on you or how we communicate with you in the future.
If you have given consent for processing, you are free to withdraw that consent. To let us know this is the case please email [email protected] or see section 8 ‘Opting-out’ above.
If you have any questions in respect of this policy, or would like to exercise your rights as a data subject (for example, to correct data or to exercise your right to access):
This policy was last revised on the 17th March 2020