1. Introduction
FanHoppers ("we," "us," or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website or book our services.
This policy applies to all personal data we collect through our website, booking systems, email communications, and in-person interactions.
2. Data Controller
Data Controller: FanHoppers
Email: hello@fanhoppers.com
Company Registration: [TO BE ADDED]
Registered Address: [TO BE ADDED]
3. Information We Collect
3.1 Personal Information You Provide
When you book an experience or contact us, we may collect:
- Contact Information: Name, email address, phone number
- Booking Information: Date of experience, number of participants, special requests (dietary requirements, accessibility needs)
- Payment Information: Credit card details (processed securely through third-party payment processors)
- Account Information: Username, password (if you create an account)
- Communication Data: Any information you provide when contacting customer support
3.2 Information Automatically Collected
When you visit our website, we may automatically collect:
- Device Information: IP address, browser type, operating system
- Usage Data: Pages visited, time spent on pages, links clicked
- Cookies and Tracking Technologies: See our Cookie Policy for details
3.3 Information from Third Parties
We may receive information from:
- Payment processors: Transaction confirmation and fraud detection data
- Social media platforms: If you interact with us on social media
- Analytics providers: Aggregated website usage statistics
4. How We Use Your Information
4.1 Legal Basis for Processing (GDPR)
We process your personal data based on:
- Contract Performance: To fulfill your booking and provide services
- Consent: For marketing communications (you can withdraw consent anytime)
- Legitimate Interests: To improve our services, prevent fraud, and ensure safety
- Legal Obligations: To comply with tax, accounting, and legal requirements
4.2 Purposes of Processing
We use your information to:
- Process and confirm bookings
- Communicate with you about your experience (confirmations, reminders, updates)
- Provide customer support
- Send marketing communications (only if you've opted in)
- Improve our website and services
- Detect and prevent fraud or security issues
- Comply with legal and regulatory obligations
- Analyze usage trends and optimize user experience
5. How We Share Your Information
5.1 We May Share Data With:
- Local Guides/Ambassadors: Name and participant count to coordinate the experience
- Payment Processors: To process transactions securely (e.g., Stripe, PayPal)
- Service Providers: Email platforms, analytics tools, hosting providers (under strict data processing agreements)
- Legal Authorities: If required by law or to protect rights and safety
5.2 We Do NOT:
- Sell your personal data to third parties
- Share your data for third-party marketing without your explicit consent
- Transfer data outside the EU/EEA without adequate safeguards (GDPR compliance)
6. Data Retention
We retain your personal data only as long as necessary:
- Booking data: 7 years (for tax and legal compliance)
- Marketing data: Until you unsubscribe or request deletion
- Website analytics: 26 months (Google Analytics default)
- Customer support records: 3 years
After the retention period, we securely delete or anonymize your data.
7. Your Rights (GDPR)
Under the General Data Protection Regulation (GDPR), you have the right to:
- Access: Request a copy of your personal data
- Rectification: Correct inaccurate or incomplete data
- Erasure ("Right to be Forgotten"): Request deletion of your data (subject to legal obligations)
- Restriction: Limit how we process your data
- Data Portability: Receive your data in a machine-readable format
- Object: Opt out of certain processing activities (e.g., marketing)
- Withdraw Consent: Revoke consent for data processing at any time
- Complain: File a complaint with your local data protection authority
To exercise your rights: Email hello@fanhoppers.com with your request. We will respond within 30 days.
8. Cookies and Tracking
We use cookies and similar technologies to enhance your experience. For detailed information, see our Cookie Policy.
Types of cookies we use:
- Essential cookies: Required for website functionality
- Analytics cookies: Help us understand website usage (Google Analytics)
- Marketing cookies: Track conversions from ads (only with consent)
Managing cookies: You can control cookies through your browser settings or our cookie consent banner.
9. Data Security
We implement industry-standard security measures to protect your data:
- SSL/TLS encryption for data transmission
- Secure payment processing (PCI DSS compliant)
- Access controls and password protection
- Regular security audits and updates
However, no method of transmission over the internet is 100% secure. While we strive to protect your data, we cannot guarantee absolute security.
10. Children's Privacy
Our services are not directed to children under 10 years old. We do not knowingly collect personal data from children under 10 without parental consent. If you believe we have inadvertently collected such data, please contact us immediately.
11. International Data Transfers
Your data is primarily processed within the European Economic Area (EEA). If we transfer data outside the EEA, we ensure adequate safeguards such as:
- Standard Contractual Clauses approved by the European Commission
- Data processing agreements with third parties
- Adequacy decisions (for countries with equivalent data protection laws)
12. Third-Party Links
Our website may contain links to third-party websites (e.g., social media, payment processors). We are not responsible for the privacy practices of these sites. We encourage you to review their privacy policies.
13. Marketing Communications
We may send you promotional emails about new experiences, special offers, and updates if you have:
- Opted in to receive marketing emails
- Booked an experience (we may contact you about similar services)
Unsubscribe: Click the "Unsubscribe" link in any marketing email or email hello@fanhoppers.com.
14. Changes to This Privacy Policy
We may update this Privacy Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. Continued use of our services after changes constitutes acceptance of the updated policy.
15. Contact Us
For questions about this Privacy Policy or to exercise your data rights, contact us:
- Email: hello@fanhoppers.com
- Subject Line: "Privacy Inquiry" or "Data Rights Request"
16. Supervisory Authority
If you are located in the EU/EEA and have concerns about our data practices, you have the right to lodge a complaint with your local data protection authority:
- Italy (Garante): www.garanteprivacy.it
- List of EU authorities: https://edpb.europa.eu/about-edpb/board/members_en