We are vigorously dedicated to protect and and treat with respect any information that we have obtained about you through our website, services, and apps. On this page you will find our extensive Privacy Policy that holds information regarding how we use any and all information we have acquired about you. Please make sure to read it in detail before you continue to use our website and services.

If you are to provide us with any information about you by using our services, website, and apps, you formally accept and consent to the way we process information as per this Privacy Policy, Cookies Policy, Website Terms of Use, and Services Terms and Conditions.

1. Information That We Obtain From You

We may or may not collect, process, and store the following information about you:

1.1 Information that you provide us with, like your name, address, email, telephone number, age, username, password and other registration information, financial and credit card information, details of your home, office, or business, details of any pets you may have, and any information about you shown by photographs of your property which you provide us with (or which you permit us to take), and any other information that you choose to voluntarily provide, when you:

1.1.1 register with us and log in through our websites and/or our mobile application;
1.1.2 make a booking request through our websites and/or our mobile applications;
1.1.3 make a booking through our websites and/or our applications;
1.1.4 complete contact or enquiry forms on, or otherwise provide information via, our website and/or mobile application;
1.1.5 subscribe to receive any newsletter we may offer;
1.1.6 complete any voluntary surveys we may ask you to participate in;
1.1.7 send feedback to us via our website and/or our apps;
1.1.8 respond to our marketing communications;
1.1.9 talk with us by phone, post, email, or via the instant chat function on our website and/or our mobile applications (in which case we will keep a record of that correspondence);
1.1.10 report an issue with any of our services.

1.2 Data that we collect automatically every time you visit our websites or use our apps:

1.2.1 technical information, including the type of mobile device you use, mobile network information, your mobile operating system, the type of mobile browser that you use and your time zone setting;
1.2.2 information about your computer, including your IP address, operating system and Internet browser, for system administration and to report aggregate information to our advertisers. This is statistical data about our users browsing actions and patterns, and does not reveal the identity of any individual;
1.2.3 your use of our apps or your visits to our websites, including, but not limited to, traffic data, location data, weblogs and other communication data, whether this is required for our own billing purposes or otherwise, and the resources that you access.

1.3 We work closely with third parties (including, for example, business partners, sub-contractors in technical, payment and delivery services, advertising networks, search information providers, credit reference agencies, fraud prevention agencies and debt collection agencies), and we may obtain information about you through them.

2. How We Use Your Information

2.1 We use the information you provide:

2.1.1 to manage any account you may have with us;
2.1.2 to process your booking or booking request and to make arrangements with your provider for the provision of services;
2.1.3 to fulfil our obligations arising from any contracts in which we have entered with you;
2.1.4 to provide you with the information and tailor the services that you request from us;
2.1.5 to contact you regarding any comments, complaints, queries or feedback you might have about us or the Services;
2.1.6 to grant you access to interactive features of our services, when you choose to do so;
2.1.7 to notify you about changes to our Services;
2.1.8 to ensure that content on our websites and our apps is presented in the most effective manner for you to make use of on a computer and/or Device;
2.1.9 to make suggestions and recommendations to you about products or services that may interest you by post, telephone, SMS or email. We will send that information by SMS or email only if: (i) you have expressed consent to this; or (ii) the information is in regard to products and services similar to those which were the subject of a previous sale or negotiation of a sale to you (and you have not opted out of receiving such marketing messages); or (iii) where we are permitted to do so by law without consent, for example, if you have provided us with a company email address. Please contact us using our contact form or the contact details in paragraph 8 below if you do not agree to your information being used in this way.
2.1.10 for the purpose of providing you with the services you have requested, we will share your data to the service provider who is allocated to provide services to you. This information may include (i) your name, address and contact details; (ii) the details about your property and the services you need, as well as any relevant photographs you may have provided; (iii) the non-obligatory quote you have received; and (iv) your payment details.

2.2 We use the information about you that we collect automatically:

2.2.1 to administer our site and for internal operations, including product development, troubleshooting, data analysis, testing, research, statistical and survey purposes;
2.2.2 to improve our websites and apps to ensure that content is presented in the most effective manner for you and your computer and/or device;
2.2.3 to improve our products and services, and to deliver content that is customised to your interests ;
2.2.4 to allow you to participate in interactive features of our service, when you choose to do so;
2.2.5 as part of our efforts to keep our websites and apps safe and secure;
2.2.6 to measure or understand the effectiveness of advertising we serve to you;
2.2.7 to make suggestions and recommendations to you about goods or services that may interest you.

2.3 Information you have provided in combination with the information about you that we collect automatically is only used for the purposes set out above.

2.4 Cookies

We use cookies on our websites and apps to identify you and offer you customised content. Cookies help us provide you with the best possible experience when you browse our websites and apps and also allow us to improve our services. Please refer to our Cookie Policy for detailed information on the cookies we use and the purposes for which we use them.



3. Storing Your Personal Data

3.1 All information you provide us with is stored on secure servers in the United Kingdom and Bulgaria. We have taken security measures appropriate to the nature of the information stored and the harm that might come from a breach of security.

3.2 The information we collect from you may be transferred to, and stored at, a place outside the European Economic Area (EEA). It is possible that it may also be processed by staff operating outside the EEA, who work for our company, or for one of our suppliers. Such staff maybe engaged in, among other things, the processing of your bookings, the processing of your payment details and the provision of customer support services. By submitting your personal data, you agree to this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your data is managed safely and according to this privacy policy.

3.3 Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site or app, you are responsible for keeping this password confidential. We ask you not to share such passwords with anyone else.

3.4 All payments made through our websites and our apps are processed by our selected third party payment processing services, PayPal and Stripe. Such payments are encrypted with Secured Sockets Layer technology. We do not store any of your credit or debit card details in connection with your payment.

3.5 Unfortunately, the transmission of information via the Internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our websites or our apps; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

4. Disclosure of Your Information

4.1 We may share personally identifiable information we collect from and about you to any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006.

4.2 We may disclose your personal information to third parties:

4.2.1 In the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets;

4.2.2 If another entity acquires us or any of our assets, information we have collected about you may be transferred to such entity.

4.2.3 To the extent that we are required to do so by law, if we are under a duty to disclose or share your personal data in connection with any ongoing or prospective legal proceedings, or in order to enforce or apply our Website Terms of Use, or the Services Terms and Conditions and other agreements; as well as to establish, exercise or defend our legal rights (including providing information to others for the purposes of fraud prevention and reducing credit risk).

4.2.4 We may disclose your personal data to credit reference agencies and to fraud prevention agencies for the purposes of fraud prevention in the event that you do not make payments owed in relation to any services provided to you by the service provider. Your personal information may also be disclosed to debt collection agencies which may use the data to trace your whereabouts and recover the debts. Agencies to which we have provided your information may use your personal data to perform similar checks. Information recorded by fraud prevention agencies may be accessed by organisations in other jurisdictions.

5. Your Rights

5.1 You may instruct us at any time not to process your personal information for marketing purposes. You will usually either agree in advance to us using your personal information for marketing purposes, or we will provide you with an opportunity to opt out of the use of your personal information for marketing purposes at any time by contacting us using the contact details in paragraph 8 below.

5.2 You may instruct us to provide you with any personal information we hold about you; provision of such information will be subject to the payment of a fee (currently fixed at GBP 10); and the supply of appropriate evidence of your identity.

6. Links to Third-party Websites

This website may contain links to other websites. We provide these links solely for your convenience and information. We have no control over such websites and are in no way responsible for the content thereof. Different websites have different privacy practices. You should always check the privacy notice of the specific site you’re visiting to understand the privacy practices associated with that site.

7. Amendments to the Privacy Policy

7.1 By submitting your information to us, you consent to the use of that information as set out in this Privacy Policy. Any changes we may make to our privacy policy in the future will be posted on this page and we may place notices elsewhere within the websites and the apps (such as the home page) for a reasonable period of time, so that you may be aware of the changes.

7.2 Please check back frequently to see any updates or changes to our privacy policy. The “Last updated” date at the top of this Privacy Policy indicates when this privacy policy was last updated. Your continued use of the Services following any changes to this Privacy Policy will mean you accept those changes.

8. Contact Us

If you have any questions, comments and requests regarding this Privacy Policy, we kindly ask you to address such by email to [email protected], or by telephone on 020 3404 0874.