Privacy Policy

Last updated: 28 August 2026

1. About this policy

Bespoke Holidays Ltd respects your privacy and is committed to protecting your personal information. This policy explains what information we collect, why we use it, who we may share it with, how long we keep it and the rights available to you.

This policy applies when you visit our website, make an enquiry, ask us to prepare a quotation, book a holiday, contact us or choose to receive marketing from us.

2. Who is responsible for your information?

Bespoke Holidays Ltd is the data controller responsible for the personal information described in this policy.

Bespoke Holidays Ltd
Company number: 10683784
Registered in England and Wales
Registered office: 6D Lowick Close, Hazel Grove, Stockport, Cheshire, England, SK7 5ED

For privacy questions or to exercise your data protection rights, please email sales@bespokeholidays.com.

3. Information we may collect

The information we collect depends on how you use our services and what is needed to arrange your holiday. It may include:

Your name, postal address, email address and telephone number
The names and contact details of people travelling with you
Dates of birth, ages and information about children travelling with you
Passport details, nationality and visa information
Holiday preferences, destinations, dates, departure airport and budget
Accommodation, room, seating, meal and transfer preferences
Dietary requirements, allergies, medical information, accessibility needs and mobility requirements
Emergency contact details
Correspondence with us, including emails, enquiry forms and messages
Booking history, quotations, invoices and payment records
Confirmation of whether suitable travel insurance is in place
Marketing preferences and records of consent
Technical information associated with use of our website, such as IP address, browser type, device information and security logs
Information supplied through live chat if that service is introduced

We may ask you to confirm whether suitable travel insurance is in place, but we do not require or retain the name of the insurer, policy number or details of the cover.

4. Information about other travellers

When you make an enquiry or booking on behalf of another person, you must have their authority to provide their information to us. You should make them aware of this Privacy Policy.

Where a booking includes a child, we collect the information needed to arrange and administer the holiday from the child's parent, guardian or the adult responsible for the booking. Our services are not directed at children making bookings independently.

Emergency contact information relates to another individual. You should make sure that person is happy for you to provide their details to us.

5. How we obtain information

We receive information directly from you by telephone, email, our website enquiry form, live chat or during the booking process. If one person makes an enquiry or booking for a travelling party, that lead passenger may provide information about the other travellers with their authority.

We do not buy personal information or obtain customer details from marketing lists. Travel suppliers may occasionally provide operational updates relating to an existing booking, such as a flight or accommodation change, but they are not a source of new customer enquiries.

6. How and why we use your information

We use personal information only where we have a lawful reason to do so.

Enquiries and quotations

We use your contact details, preferences and proposed travel arrangements to respond to enquiries, prepare quotations and discuss a possible booking. We do this to take steps at your request before entering into a contract and, where appropriate, for our legitimate interest in operating and developing our travel business.

Arranging and managing your holiday

We use booking, passport, contact and travel information to reserve and administer flights, accommodation, transfers, tours and other services. This is necessary to perform our contract with you and to take steps before entering into that contract.

We may record that you have confirmed suitable travel insurance is in place. We do not collect the policy details.

If required information is not provided, we may be unable to prepare an accurate quotation, confirm a booking or provide part of the holiday.

Payments and accounting

We use payment and transaction information to take payments, issue invoices, administer refunds, maintain financial records and meet tax and accounting obligations. We do this to perform our contract and comply with legal obligations.

Customers may pay by bank transfer or payment card. Card payments are normally made through a secure online payment link supplied by our payment service provider. If a card payment is taken by telephone, the details are entered directly into the provider's secure payment system. Bespoke Holidays does not write down or retain full card numbers, and our website does not collect card information.

Medical, dietary and accessibility information

Some information about health, allergies, dietary requirements or accessibility may be classed as special category personal data. We use it to understand your needs and pass relevant information to the suppliers responsible for delivering your holiday.

We normally process this information with your explicit consent. In a genuine emergency, we may use or disclose relevant information where this is necessary to protect someone's vital interests and they are unable to give consent. You may withdraw consent for future use, although doing so may affect our ability to arrange or deliver particular services.

Retaining information for repeat bookings

We will retain passport details beyond the end of a holiday only when you have chosen to let us keep them for future bookings. They will be deleted when the passport expires, when you withdraw your permission or when we no longer need them, whichever happens first.

Medical, dietary and accessibility information will be retained for future bookings only with your separate, explicit consent. We will check that the information remains accurate before relying on it for another booking. You can withdraw your consent at any time.

Running and protecting our business

We may use information to operate our systems, prevent fraud and spam, maintain security, investigate complaints, establish or defend legal claims and comply with regulatory or legal requirements. We do this to comply with legal obligations and for our legitimate interests in protecting customers and operating our business securely.

Marketing

We currently send marketing only where a person has actively chosen to receive it. If you join our mailing list, we may use your name, email address and broad travel interests to send occasional travel ideas and news through our email marketing service provider.

Our lawful basis for this email marketing is consent. You may unsubscribe at any time by using the link in an email or contacting us at sales@bespokeholidays.com. We do not sell personal information or provide mailing lists to other organisations for their own marketing.

We share information only where it is necessary to arrange or administer your holiday, operate our business or comply with the law. Recipients may include:

Travel service providers and partners, such as airlines, hotels, cruise and rail companies, transfer providers, tour operators, destination management companies, local guides and activity providers
Travel protection and booking administration providers involved in protecting, recording or administering your holiday
Payment and banking providers used to process payments and refunds
Business service providers that support our booking records, email, file storage, accounts, newsletters, website hosting, security, IT and live-chat services
Professional advisers, such as accountants, insurers, auditors and legal advisers
Regulators and public authorities, including visa, immigration, customs, border control, airport, law enforcement, court and government bodies where disclosure is required or permitted by law

Each travel supplier may act as an independent data controller for the information it receives. Its own privacy policy may also apply.

We do not sell your personal information.

8. International transfers

Travel arrangements often require information to be sent to airlines, hotels, tour operators and local partners outside the United Kingdom. Some destinations may not provide the same level of legal protection for personal information as the United Kingdom.

Where UK data protection law requires safeguards, we will use an approved transfer mechanism, rely on an adequacy regulation or use another lawful exception that applies to the booking. Information will be limited to what the recipient needs to provide the relevant travel service.

Some technology and business service providers may process information outside the United Kingdom. We require these providers to use appropriate legal safeguards where they are required. You may contact us for further information about the safeguards relevant to your information.

9. Live chat

We intend to introduce live chat on the website. If you use it, we may collect your name, contact details and the information included in the conversation so that we can respond to your enquiry.

The live-chat provider, retention period and any associated cookies will be confirmed in this policy and our Cookie Policy before the service is activated. Please do not submit passport, payment or medical information through live chat.

10. Telephone calls

Telephone calls to and from Bespoke Holidays are not recorded. Information you provide during a call may be added to an enquiry or booking record where this is necessary to respond or administer your holiday.

11. Cookies and website information

Our website may use cookies and similar technologies that are necessary for security, navigation and basic operation. Optional analytics, advertising or live-chat technologies will not be used until the appropriate consent has been obtained.

More information about the cookies in use, their providers and their duration will be available in our Cookie Policy. You will be able to change or withdraw optional cookie consent at any time.

12. How long we keep information

We retain personal information for as long as reasonably necessary to provide our services and to satisfy legal, regulatory, tax, accounting and reporting requirements. The appropriate period depends on the type of information, why it was collected, the sensitivity of the information and any legal or operational need to retain it.

We apply the following criteria:

Enquiry, booking and correspondence records are retained for as long as they are needed to manage our relationship with you, respond to questions or complaints, establish or defend legal claims and meet legal or regulatory obligations.
Financial and transaction records are retained for the period required by tax, accounting and company law.
Passport details kept at your request for repeat bookings are retained until the passport expires, you withdraw your permission or we no longer need them, whichever happens first.
Medical, dietary and accessibility information is retained for future bookings only while your explicit consent remains valid and the information is still needed, subject to regular review.
Emergency contact details are retained only while needed for the relevant holiday or an associated unresolved matter.
Marketing information is retained while you remain subscribed. If you unsubscribe, we may retain the minimum information needed to respect your preference and prevent further marketing.

Further details of the retention periods that apply to different categories of personal information are set out in our data retention policy. You may request a copy by emailing sales@bespokeholidays.com.

We may retain information for longer where this is necessary because of an unresolved complaint, investigation, legal claim or requirement imposed by law or a regulator. When information is no longer needed, it will be deleted, securely destroyed or anonymised.

13. How we protect information

We use reasonable technical and organisational safeguards designed to protect personal information against unauthorised access, alteration, disclosure, loss or destruction. Access is limited to people and providers who need the information for an authorised purpose.

No internet or storage system can be guaranteed completely secure. If a personal data breach creates a risk to your rights and freedoms, we will take the steps required by data protection law, which may include notifying the Information Commissioner's Office and affected individuals.

14. Your data protection rights

Depending on the circumstances, you may have the right to:

Ask for access to the personal information we hold about you
Ask us to correct inaccurate or incomplete information
Ask us to delete information
Ask us to restrict how information is used
Receive certain information in a portable format
Object to processing based on legitimate interests
Object to direct marketing at any time
Withdraw consent at any time, without affecting processing already carried out lawfully
Complain to the Information Commissioner's Office

These rights are not absolute and exemptions may apply. We may ask for information needed to confirm your identity before responding. We will normally respond within one month.

To exercise a right, email sales@bespokeholidays.com.

15. Automated decision-making

Bespoke Holidays does not use personal information to make decisions based solely on automated processing that produce legal or similarly significant effects. Holiday recommendations and quotations involve human judgement.

16. Complaints

Please contact us first if you have a concern about how we use your information. We will try to resolve it promptly.

You also have the right to complain to the Information Commissioner's Office:

Information Commissioner's Office
Website: https://ico.org.uk/make-a-complaint/
Telephone: 0303 123 1113

17. Changes to this policy

We may update this policy when our services, suppliers or legal obligations change. The latest version will be published on our website with its effective date.