- What information we collect about you
- How we store and secure information we collect
- How we use the information about you
- Access to your information and correction
- How you can exercise your privacy rights
Xplore trades as part of Klub Group Ltd, a registered company in England No. 4571433
Klub Group Ltd
12 Bury Street,
Suffolk IP14 1HA
Phone: +44 (0)1449 742700
How we use your data
Information we collect
We collect and securely store the following information about you in connection with your use of our website, enquiring about an Xplore product, in order to process bookings, manage customer accounts and, if you agree, to email you about other products and services we think may be of interest to you.
- Web data – details of your visits to our site and the resources that you access
- Contact details – including name/s, email address, postal address and telephone numbers
- Personal information – information pertinent to your booking that you provide by creating an account and making a booking on our website
- Web account username and password – when creating an online account or booking on our website you will be asked to provide a password, this is so we can keep your information secure. All passwords are encrypted by our system.
- Survey results – we may ask you to complete surveys that we use for research purposes, although you do not have to participate in these
We use these to get in touch with you to respond to questions, enquiries and bookings. With your consent, we may also use this information to keep you up to date about our new products and services, or in other marketing messages. If you wish to stop receiving marketing messages, you can either unsubscribe using the link in every marketing email we send or contact our customer our support team.
If there are any problems with speaking to you via email, or we need to check anything, we need to be able to contact you quickly.
We will retain all booking information to ensure we provide quality customer support and also to enable us to manage our operations and analyse our performance.
We keep a record of the billing address you supply to us as part of our fraud prevention work and for future customer service enquiries, such as ensuring invoices are sent to the correct person/department. If you have paid through a third-party payment provider like PayPal, we will keep a record of your email address and the payment reference. Other payment mechanisms include direct transfer to our bank or by cheque, each of which is recorded in our account by the banking authority. For payments with a credit or debit card, because we use a third-party payment gateway (SagePay) to process our payments, our booking system does not have access to your credit/debit card details other than the last four digits for fraud and customer service reasons. This is in line with PCI regulations and means your credit/debit card security is preserved at all times.
If you contact us, we may keep a record of that correspondence. This is useful for us to personalise the experience with, to improve your experience, and to carry out staff training so that you can get the best possible service.
Xplore does not perform any profiling that has legal or significant effect nor any automated decision making.
How we store and secure information we collect
We use data hosting service providers in the United Kingdom and Germany to host the information we collect and use technical measures to secure your data and access to it.
While we implement technical measures to protect your information, no security system is impenetrable and due to the inherent nature of the Internet, we cannot guarantee that data, during transmission through the Internet or while stored on our systems or otherwise in our care, is absolutely safe from intrusion by others.
Where we have given you (or where you have chosen) a password, which enables you to access certain parts of our website, or booking portal, it is your responsibility to safeguard your password against the possibility that others may use it to gain unauthorised access. Do not store your password anywhere, in written or electronic form, or give it to someone else. Please let us know if any record containing your password is lost or stolen or if you think there has been a possibility that your security has been breached.
We use the following cookies:
Strictly necessary cookies
These are cookies that are required for the operation of our website. They include, for example, cookies that enable you to log into secure areas of our website, enable you to make a booking.
They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users find what they are looking for easily.
These are used to recognise you when you return to our website. This enables us to personalise our content for you, greet you by name and remember your preferences (for example, your choice of language or region).
These cookies record your visit to our website, the pages you have visited and the links you have followed. We will use this information to make our website and the advertising displayed on it more relevant to your interests. We may also share this information with third parties for this purpose.
Cookies used by our service providers
Google Analytics and Google Tag Manager
In case IP-anonymisation is activated on this website, your IP-address will be truncated within the area of Member States of the European Union or other parties to the Agreement on the European Economic Area. Only in exceptional cases the whole IP-address will be first transferred to a Google server in the USA and truncated there. The IP-anonymization is active on this website.
Google will use this information on behalf of the operator of this website for the purpose of evaluating your use of the website, compiling reports on website activity for website operators and providing them other services relating to website activity and internet usage.
You can also opt-out from being tracked by Google Analytics with effect for the future by downloading and installing Google Analytics Opt-out Browser Addon for your current web browser: http://tools.google.com/dlpage/gaoptout?hl=en
This website uses retargeting technology of Google Inc. (“Google”). This technology enables us to target visitors of our website with interest-based ads who already have shown interest in our shop and in our products. The ads are displayed by using a cookie-based analysis of the previous usage data. Personal data will not be stored. In the case of retargeting technology, a cookie will be stored on your computer or your mobile devices in order to collect anonymised date about your interests and adapt ads specifically according to the stored information. Cookies are small text files stored on your computer or your mobile devices. They help us to display ads, which are most likely to correspond to your product and information interests. You may permanently refuse the setting of cookies for advertisement purposes by downloading and installing the browser plug-in using the following link: https://www.google.com/settings/ads/onweb/
If you have given us your explicit consent, by clicking on a button provided for that purpose, we will apply the “Facebook Pixel” of Facebook Inc., 1601 S. California Ave, Palo Alto, CA 94304, USA (“Facebook”) within our presence on the internet. By doing so, users’ behaviour can be tracked after they have seen or clicked on a Facebook ad. This technique is designed to evaluate the impact of Facebook ads for statistical and market research purposes and may help to optimize future advertising activities.
Providing your personal data to others
We may disclose your personal data to our insurers and/or professional advisers insofar as reasonably necessary for the purposes of obtaining or maintaining insurance coverage, managing risks, obtaining professional advice, or the establishment, exercise or defence of legal claims, whether in court proceedings or in an administrative or out-of-court procedure.
Financial transactions relating to our website and services may be handled by our payment services providers. We will share transaction data with our payment services providers only to the extent necessary for the purposes of processing your payments, refunding such payments and dealing with complaints and queries relating to such payments and refunds.
We may disclose your personal data to selected third party suppliers insofar as reasonably necessary for the purpose of enabling them to provide you relevant services.
In addition to the specific disclosures of personal data set out in this Section 4, we may disclose your personal data where such disclosure is necessary for compliance with a legal obligation to which we are subject, or in order to protect your vital interests or the vital interests of another natural person. We may also disclose your personal data where such disclosure is necessary for the establishment, exercise or defence of legal claims, whether in court proceedings or in an administrative or out-of-court procedure.
The personal information we collect may be transferred to and stored in countries outside of the UK and the European Union. Some of these jurisdictions require different levels of protection in respect of personal information and, in certain instances, the laws in those countries may be less protective than the jurisdiction you are resident. We will take all reasonable steps to ensure that your personal information is used only in accordance with this privacy notice and applicable data protection laws and is respected and kept secure. Where a third party processes your data on our behalf we will put in place appropriate safeguards as required under data protection laws.
Retention and deletion of personal data
Personal data that we process for any purpose shall not be kept for longer than is necessary. The retention periods can differ based on the type of data processed, the purpose of processing or other factors. If legal requirements apply the retention period can vary between 3 and 30 years.
Access to your information and corrections
In the event that you wish to access, amend or delete the information we hold for you or you wish to make use of any of your rights as stated below, we will welcome your request and aim to respond within 72 working hours of receipt.
Please write to us at the following address:
Klub Group Ltd
12 Bury Street,
Suffolk, IP14 1HA
Your rights under data protection law
In line with GDPR legislation, you have a right to request details about the data we have on you, the right to request we correct any inaccurate personal information, the right to no longer receive direct marketing messages and the right to have some or all of your data forgotten or deleted (Art. 17 GDPR). The following section provides a summary of the rights you have under data protection law. Accordingly, you should read the relevant laws and guidance from the regulatory authorities for a full explanation of these rights.
Your principal rights under the European General Data Protection Regulation (GDPR) are:
(a) the right to access;
(b) the right to rectification;
(c) the right to erasure;
(d) the right to restrict processing;
(e) the right to object to processing;
(f) the right to data portability;
(g the right to complain to a supervisory authority; and
(h) the right to withdraw consent.