Pretty Planet Privacy Policy

Last Updated: August 2026

Who We Are

Pretty Planet is a UK-based travel business.

Legal Entity Name: Pretty Planet Ltd
Company Registration Number: GB517578653
Registered Office Address: 128 City Road, London, UK. EC1V 2NX

Pretty Planet acts as the data controller for the personal information described in this policy.

Contact Email: privacy@pretty-planet-holidays.co.uk
General Contact hello@pretty-planet-holidays.co.uk

Personal Information We Collect

We may collect personal information that is relevant to your enquiry, booking or our relationship with you. This may include:

Identity and contact information, such as your name, address, telephone number, email address and date of birth
Booking and travel information, such as destinations, travel dates, itineraries, passenger details, travel preferences and budget information
Passport and other travel document information where required to arrange your Travel
Health, accessibility dietary or assistance information where this is relevant to your travel arrangements
Payment and transaction information, such as payment status. Transaction references, billing information and refund details. Full card details are not retained by us where payments are processed directly by an authorised payment provider
Travel insurance information where relevant
Marketing preferences and consent records
Correspondence, complaint and customer service records
Technical information collected when you use our website, including IP address, browser, device and cooking information.

How We Collect Your Information

We collect personal information in a number of ways, including when you contact us, complete an enquiry form, make a booking, request information, sign up to receive updates, use our website, or communicate with us by email, telephone, social media or other channels. We may also collect information automatically when you use our website, such as your IP address, browser type, device information and how you interact with our site, using cookies or similar technologies.

We may also receive information from other people included in your booking, travel suppliers, insurers, payment providers where this is necessary to provide the services you have requested.

How We Use Your Information

We may use your information to

respond to enquiries and prepare quotations,
arrange, manage and administer travel bookings and related services;
Communicate with you about your booking and related services;
Process payments, refunds and other related financial records;
Arrange assistance, accessibility, dietary or other travel requirements when requested
Manage complaints, disputes and other customer service issues
Comply with our legal, regulatory and accounting obligations
Protect our business and customers from fraud, misuse or other unlawful activity
Improve our services and business operations
Send marketing communications where permitted by law

Lawful Basis for Processing

We process personal information only where we have a lawful basis to do so. The lawful basis will depend on the information concerned and the purpose for which it is being used.

Processing Activity	Main Data Items	Purpose for Processing	Legal Basis for Processing	Retention
Enquiries and bookings	Identity/contact details; passenger details; travel dates, destinations and preferences	Respond to enquiries, quote and arrange/manage travel	Contract with an individual Legitimate Interest	Duration of relationship plus 7 years
Travel Documents	Passport and other travel-document information where required	Provide details to suppliers and authorities where needed to arrange travel	Contract with an Individual Legal Obligation	7 years after completion of travel
Health, accessibility & dietary	Health, mobility, accessibility, assistance and relevant dietary information	Arrange requested assistance or travel services	Legitimate Interest Health and Care Information	Duration of relationship plus 7 years
Payments & Financial Records	Payment status, transaction references, billing and refund information	Take payment, process refunds and maintain financial records	Contract with an Individual Legal Obligation	Duration of relationship plus 7 years
Customer service & complaints	Correspondence, booking history, complaint and investigation records	Manage customer relationships, complaints, disputes and legal claims	Contract with an Individual Legitimate Interest Legal Obligation	7 years after closure
Marketing & Website	Marketing preferences, consent/opt-out records; IP, device, browser and cookie data	Send permitted marketing and operate/improve the website	Consent Legitimate Interest	Until consent is withdrawn plus seven years for consent evidence

Legal Hold

Where records are relevant to actual or anticipated litigation, regulatory investigations, complaints, audits or other matters which require preservation of records, normal disposal periods shall be suspended until the hold if formally lifted.

Marketing Communications

We will only send marketing communications where you have requested them, consented to receive them, or where permitted, by applicable law. You can opt out at any time by using the unsubscribe option in the communication or by contacting us at hello@pretty-planet-holidays.co.uk

Sharing Your Information

We do not sell personal information.

Where necessary for the purposes described in this Privacy Policy, we may share your Personal Information with third parties such as travel suppliers, airlines, accommodation providers, transfer companies, insurers, payment providers, professional advisers, regulators, or law enforcement authorities where required.

We will only share information that is necessary for the relevant purpose in compliance with the Data Minimisation principle.

Booking Systems, CRM and Service Providers

We may use third-party booking systems and service providers to manage enquiries, customer relationships, bookings, communications, and business operations. These providers process information on our behalf under appropriate contractual and security arrangements.

Where these providers process personal information on our behalf, we require them to handle that information in line with Data Protection Laws.

International Transfers

Some travel suppliers may be located outside the United Kingdom. Where international transfers occur, we will take appropriate steps to ensure that the transfer is lawful and that suitable safeguards such as Standard Contractual Clauses in accordance with UK data protection legislation are in place.

Security

We maintain appropriate technical and organisational measures designed to protect personal information against unauthorised access, loss, misuse, alteration, or disclosure.

We regularly review the measures we use and take reasonable steps to ensure that access to personal information is limited to those who need it.

Disposal of Data

Personal data that is no longer necessary for the purpose outlined in this policy shall be securely disposed of using industry-standard methods to prevent unauthorised access or disclosure.

Disposal may include permanently deleting or anonymising electronic records and shredding of physical documents.

Where data exists within backup systems, deletion may occur through scheduled back up life management rather than immediate removal, provided the data remains protected and is not restored except where necessary.

Your Rights

Under UK GDPR, you may have the following rights:

right to access personal information we hold about you,
right to ask us to correct inaccurate or incomplete information
right to ask us to erase your personal information in certain circumstances
right to ask us to restrict the way we process your personal information in certain circumstances
right to object to processing
right to data portability and to receive data in a commonly used machine-readable format
right to withdraw consent at any time where we rely on consent

This can be requested by contacting privacy@pretty-planet-holidays.co.uk

Data Protection Complaints Procedure

If you have concerns about how your personal information has been handled, please contact us at:

Privacy Contact: privacy@pretty-planet-holidays.co.uk

We will acknowledge your complaint within 30 days, we will investigate the matter and aim to provide a response without undue delay. Where we need additional information to investigate your complaint, we may contact you to request this.

Right to Complain to the ICO

If you remain dissatisfied after contacting us, you have the right to lodge a complaint with the Information Commissioner's Office (ICO).

Website: www.ico.org.uk
Telephone: 0303 123 1113

We would encourage you to contact us first so that we have the opportunity to address your concerns.

Cookies and Website Data

Our website uses cookies and similar technologies, additional information is provided through our Cookie Notice and Cookie policy, which can be accessed here

Compliance

Compliance with this Privacy Policy is mandatory for all colleagues and third-party handling data on behalf of Pretty Planet

Non-compliance may result in disciplinary action, including termination, as well as legal action

Changes to This Privacy Policy

We may amend this Privacy Policy from time to time and where ever there are significant changes to applicable legislation, regulation, systems or business processes. The latest version will always be available and the revision date will be updated accordingly.

Privacy Policy