Privacy policy

Your privacy is important to us. We value the trust you have placed in us, and are committed to protecting and safeguarding any personal data you give us. This document describes how we use and process your personal data. It also tells you how you can contact us if you have questions.

Realcroatia.com offers tourist services through its own websites and through other online platforms such as partners’ websites and social media. Realcroatia.com may amend the Privacy policy from time to time, so visit this page regularly to stay informed of the updates. If you disagree with this Privacy policy, you should discontinue using our services.

Which personal data does RealCroatia.com collect?

From visitors navigating around our website RealCroatia.com we collect no personal data.

From visitors who decide to send us an enquiry, either for a specific trip or to plan a custom trip for them, to initiate the enquiry process we ask for the bare minimum of personal data:

  • First and last name
  • E-mail address
  • Phone number
  • Where the person is from (only as specific as the visitor decides)

From customers who decide to book a trip with us we will be collecting information necessary to organize the entire trip. Details below. 

Privacy

Personal data we collect

  • We may collect concerning you as an individual the following data:
    • name,
    • age,
    • gender,
    • address,
    • telephone,
    • mobile,
    • e-mail,
    • social networking contact details,
    • proofs of identity and address, copies of passports, driving licences, and utility bills,
    • payment details, and financial information,
    • health information relevant to your planned travel and travel insurances held,
    • your preferences, and
    • any other information provided to us by or in relation to you which concern you as an individual.
  •  Information concerning enquiries and bookings made with or through us for travel services. This information may include:
    • records of enquiries made by or on your behalf,
    • details of your personal interests,
    • needs and other data relevant to your enquiry,
    • details of results, quotes, proposals, estimates and other information given in response to enquiries;
    • details of the holiday, accommodation, travel, activity, rent a car, and other travel services booked or enquired about;
    • dates and times of travel;
    • price;
    • payment details (does not include card details);
    • passport information and visa information; foreign exchange requirements and arrangements;
    • sensitive information such as health, medical, dietary, mobility, disability, or other requirements relevant to the service you are enquiring about or you contract with us.
  • Personal data you provide about other individuals:
    • We use personal data about other individuals provided by you, such as those people on your booking (the passengers / holidaymakers travelling).
    • By providing other people’s personal data, you must be sure that they agree to this and you are allowed to provide it. You should also ensure that, where appropriate, they understand how their personal data may be used by us.
  • Correspondence, communications and messages, including between you and us, and between us and third parties, including relating to any booking or booking enquiry, or performance of any contract.
  • We may collect information about your visits to, browsing of, and use of our website, unless your web browser blocks this. The range of data we collect will depend on how you interact with our website. This information may include:
    • Travel preferences.
    • Information about your browsing behaviour on our website.
    • Information about the way you access our digital services, including operating system, IP address, online identifiers and browser details.
    • Social preferences, interests and activities.

How does Realcroatia.com collect or generate your personal data?

  • By visiting and using our website you or your computer may provide personal data. This includes: information which is automatically provided by your browser to our servers; information record on our web servers about your interaction with our website and pages viewed; information we capture or place on your computer or generate using cookies or other technologies on our website; and information you input into forms and fields on our website.
  • Your personal data that you provide will include data you provide (or later amend), whether:
    • from correspondence with you;
    • verbally to our agents over the phone or chat on a website;
    • by filing in any field or form on a website;
    • by e-mail;
    • from documents you provide use with;
    • from updates to any information you provide to us from time to time.
  • This includes when you:
    • register or subscribe for any service,
    • make an enquiry or booking for a holiday or other travel services whether by phone, through our website, chat on a website or otherwise;
    • send us your comments or suggestions;
    • subscribe to any newsletter or other publication;
    • and request sales and advertising information, including brochures. 

Why does Realcroatia.com collect, use and share your personal data?

  • Reservations: First and foremost, we use your personal data to complete and administer your reservation details for tourist service you have booked.
  • Customer service: We provide international customer service, available daily as specified on our Website. Sharing your details with our customer service staff allows us to respond when you need us and responding to any questions you might have about your reservation.
  • Marketing activities: We also use your information for marketing activities, as permitted by law. For example:
    • If we believe that a particular offer may be of interest to you, we may decide to make contact with you by email, direct mailing, phone or text message – which method we choose depends on the contact information you’ve previously shared with us.
  • Other communications: There may be other situations when we get in touch by email, by post, by phone or by texting you, depending on the contact information you share with us. There could be a number of reasons for this:
    • We may need to respond to your wishes and handle requests you have made.
    • When you use our services, we may send you a questionnaire or invite you to provide a review about your experience with Realcroatia.com.
    • We may also send you other material related to your reservations, such as how to contact Realcroatia.com if you need assistance while you are away, and information that we feel might be useful to you in planning your trip or getting the best out of your stay. We may also send you material related to upcoming reservations or a summary of previous reservations you made through Realcroatia.com.
  • Market research: We sometimes ask our customers to take part in market research. Any additional personal details that you give us as part of the market research will be used only with your consent.
  • Fraud detection and prevention: We may use personal data for the detection and prevention of fraud and other illegal or unwanted activities.
  • Improving our services: Finally, we use personal data for analytical purposes, to improve our services, to enhance the user experience, and to improve the functionality and quality of our online travel services.

How does Realcroatia.com use social media?

We use social media to promote our partners’ services and to promote, improve and facilitate our own services.

These social media services may allow you to share information with Realcroatia.com. When you register with a social media app, you will be told which information will be shared with Realcroatia.com. The information you choose to share with us may include the basic information that’s available in your social media profile, email address, status updates and your list of friends. This information is necessary to create a unique user experience either in the app itself or on our websites. It facilitates such things as personalizing our website to suit your needs, connecting you with your friends on travel destinations and analyzing and enhancing our travel-related services.


How does Realcroatia.com share your data with third parties?

In certain circumstances, we may share your personal data with third parties.

  • The products you booked: In order to complete your reservation, we need to transfer relevant reservation details to the travel product provider you have booked at. This may include information such as your name, your contact details, your payment details, the names of guests traveling with you and any preferences you specified when making a booking. This information may also be used by Realcroatia.com or the travel product providers to give you personalized offers related to the reservation. If you have a query about your reservation, we may contact the accommodation provider and ask them to handle your request.
  • Your local Realcroatia.com office: In order to support you during the reservation process and throughout your stay, your details may be shared with subsidiaries of the Realcroatia.com corporate family.
  • Third-party service providers: We may use service providers to process your personal data strictly on our behalf. This processing would be for purposes such as facilitating reservation payments, sending out marketing material or for analytical support services. These processors are bound by confidentiality clauses and are not allowed to use your personal data for their own purposes or any other purpose.
  • Competent authorities: We disclose personal data to law enforcement and other governmental authorities insofar as it is required by law or is strictly necessary for the prevention, detection or prosecution of criminal acts and fraud.


Data retention

We will retain your personal data for only as long as it is necessary [R2] for the uses set out in this Privacy Notice and/or to meet legal and regulatory requirements. After this period, we will securely erase personal data. If data is needed after this period for analytical, historical or other legitimate business purposes, we will take appropriate measures to anonymise this data.


Legal basis for processing personal data

We will only collect and use your personal data if at least one of the following conditions applies:

• We have your consent;

Example: Newsletter

You give us permission to process your personal data when you register for newsletters.

• It is necessary for a contract with you or to take steps at your request prior to entering into a contract;

Example: To provide the products and services you request

We need to process your personal data so that we can manage your account or booking, provide you with the products and services you want to buy and help you with any orders and refunds you may ask for.

• It is necessary for us to comply with a legal obligation;

Example: Sharing personal data with regulatory authorities

So that you can travel, it may be mandatory (as required by government authorities at the point(s) of departure and/or destination) to disclose and process your personal data for immigration, border control, security and anti-terrorism purposes, or any other purposes which they determine appropriate.

• It is necessary to protect your vital interests or those of another individual;

Example: In an emergency

Your insurance company, their agents and medical staff may exchange relevant personal data and special categories of personal data with us in circumstances where we/they need to act on your behalf or in the interest of other customers or in an emergency.

• It is in the public interest or we have official authority;

Example: Security operations

We may use personal data to respond to and to manage security operations, accidents or other similar incidents, including medical and insurance purposes.

• It is in our or a third party’s legitimate interests and these are not overridden by your interests or rights.

Example: To personalise your experience

We may use your personal data to better understand your interests so that we can try to predict what other products, services and information you might be most interested in. This enables us to tailor our communications to make them more relevant and interesting for you.

Where we need to process special categories of personal data, for example health data for medical reasons, we will only do so if one or more additional conditions apply. For example, we have your explicit consent; it is necessary to protect the vital interests of you or another individual and you are physically or legally incapable of giving consent; it is necessary to establish, exercise or defend legal claims; it is necessary for reasons of substantial public interest.


Security

What security procedures does Realcroatia.com put in place to safeguard your personal data?

In accordance with European data protection laws, we observe reasonable procedures to prevent unauthorized access and the misuse of personal data.

We use appropriate business systems and procedures to protect and safeguard the personal data you give us. We also use security procedures and technical and physical restrictions for accessing and using the personal data on our servers. Only authorized personnel are permitted to access personal data in the course of their work.

We do not store your credit card data. The billing and form for entering such data is on the payment gateway provider. In the payment process, you will be redirected to that site solely for payment purposes, for security reasons.


Where we provide your personal data to a third party one of the following two circumstances will apply:

· In some cases, your personal data may be held and otherwise processed by others on our behalf. We have not included the names of our service partners as these will change over time. We will remain responsible for what they do with your personal data, and your personal data will only be held and processed by them in accordance with our instructions and this privacy policy. The sharing of your data is necessary for the performance of any contract with you and for the efficient provision of our services.

· In other cases, your personal data may need to be provided to them to be held and processed by them in their own right and on their own account. In such case, they will have their own responsibility for your personal data, subject to their own privacy policy, and we will not be responsible for what they do with it following disclosure. This will only be done to perform the contract

We (or other person processing your personal data on our behalf) may transfer, store and otherwise process your personal data anywhere within the European Economic Area (“EEA”).

We will only send your personal data outside the EEA to parties with whom we have a contract. We ensure your personal data is protected and for those other organisations with whom we have contracts we ensure that we have in place adequate safeguards in respect of such transfers outside the EEA.

We take appropriate technical and organizational measures to secure your information and to protect it against unauthorized or unlawful use and accidental loss or destruction, including:

· only sharing and providing access to your information to the minimum extent necessary, subject to confidentiality restrictions where appropriate, and on an anonymized basis wherever possible;

· using secure servers to store your information;

· verifying the identity of any individual who requests access to information prior to granting them access to information

· using Secure Sockets Layer (SSL) and Transport Layer Security (TLS) software or other similar encryption technologies to encrypt your personal transactions

Transmission of information over email is not secure, and if you submit any information to us over the internet by email you do so entirely at your own risk. We cannot be responsible for any costs, expenses, loss of profits, harm to reputation, damages, liabilities or any other form of loss or damage suffered by you as a result of your decision to transmit information to us by email.

For your own privacy protection, we encourage you to maintain anti-virus and other malware protection software on your computers and other devices, and to maintain your own measures to protect your personal data. Please do not include sensitive personal data in any emails you may send to us, including payment card information.

We also encourage you to be careful about who you give personal data to. We never contact you to ask you for sensitive personal data, such as payment card information, or sensitive personal data such as passport numbers or log-in details, and we will only ask you for such information through our website or by telephone in connection with a booking you are making or have made. Please let us know if you notice someone purports to contact you in our name. 


Children

The services offered by Realcroatia.com are not directed at children under 18 years old. The use of any of our services is only allowed with the valid consent of a parent or a guardian. If we receive information from a child under 18 years old, that we are aware of, we reserve the right to delete it.

Contact

Who is responsible for the processing of personal data on the Realcroatia.com website and apps?

Real experience d.o.o. controls the processing of personal data on its websites. Real experience d.o.o. is a private limited liability company, incorporated under the laws of the Republic of Croatia and has its offices at Vlaška 9, 10000 Zagreb, Croatia. If you have any suggestions or comments about this privacy notice, please send an email to helpdesk@Realcroatia.com.


Accessing and updating your personal data; and complaints

You have a right to ask for a copy of the personal data we hold about you, although you should be able to access online the personal data associated with your account or booking. You can write to us asking for a copy of other personal data we hold about you.

Please include any details to help us identify and locate your personal data. Where we can provide data access, we will do so free of charge.

We want to make sure that the personal data we hold about you is accurate and up to date. If any of the details we hold are incorrect, please let us know.

You can also ask for your personal data to be rectified or erased, to object to the processing of your personal data and, where technically feasible, to ask for personal data you provided to be transmitted to another organization.

We will update or erase your data, unless we have to keep it for legitimate business or legal purposes.

You can also contact us if you have a complaint about how we collect, store or use your personal data. We aim to resolve complaints but if you are dissatisfied with our response, you may complain to the Data Protection Officer:

By post: Real Experience d.o.o., Data Protection Officer, Vlaška 9, 10000 Zagreb, Croatia.

By email: dataprotection@realcroatia.com

Please note that we may ask you to verify your identity before we can act on your request or complaint. We may also ask you for more information to help ensure that you are authorised to make such a request or complaint when you contact us on behalf of someone else.


Last updated: July 2018