Privacy Policy – Travel Mate

Who we are

Legal Information

Effective Date: 19 April 2026

This page outlines the Privacy Policy, Terms & Conditions, and Cancellation & Refund Policy of Travel Mate Ltd (“we”, “our”, “us”). By using our website, www.travelmatetour.online and services, you agree to the terms outlined below.

1. Privacy Policy

1.1 Data Controller

Travel Mate Ltd is the data controller responsible for your personal data.

Contact Details:
Email: hello@travelmatetour.co.uk
Phone: +44 7459 067545
Address: 5 South Charlotte Street, Edinburgh EH2 4AN

1.2 Personal Data We Collect

We may collect and process:

Identity Data: Name, date of birth, nationality
Contact Data: Email, phone number, address
Travel Data: Passport details, visa information, itineraries
Payment Data: Processed securely via third-party providers
Transaction Data: Booking and payment history
Technical Data: IP address, browser type, cookies
Preference Data: Travel preferences and feedback

In limited cases, we may process special category data (e.g. health or dietary requirements) with your explicit consent.

1.3 Legal Basis for Processing

We process your data under:

Contractual necessity
Legal obligations
Legitimate interests
Consent (where required)

1.4 How We Use Your Data

We use your data to:

Process and manage bookings
Communicate with you
Provide personalised services
Improve our platform
Comply with legal obligations

1.5 Sharing Your Data

We may share your data with:

Airlines, hotels, and travel providers
Payment processors
IT and service providers
Regulatory authorities where required

We do not sell your personal data.

1.6 International Transfers

Your data may be transferred outside the UK/EEA where necessary for travel services. Appropriate safeguards are applied.

1.7 Data Security

We use appropriate technical and organisational measures to protect your personal data.

1.8 Data Retention

We retain your data only as long as necessary for legal, operational, and contractual purposes.

1.9 Your Rights

Under UK GDPR, you have the right to:

Access your data
Correct inaccuracies
Request deletion
Restrict or object to processing
Withdraw consent
Request data portability

You may also lodge a complaint with the UK Information Commissioner’s Office (ICO).

1.10 Cookies

We use cookies to improve functionality and user experience. You can manage cookies through your browser settings.

1.11 Third-Party Links

We are not responsible for the privacy practices of external websites linked on our platform.

1.12 Updates

This Privacy Policy may be updated periodically. Changes will be posted on this page.

2. Terms & Conditions

2.1 Booking Terms

All bookings are subject to availability and provider confirmation
You must ensure all details provided are accurate
Prices may change before confirmation
Third-party provider terms may apply

2.2 Payments

Payment is required to confirm bookings
Payments are processed securely via third-party providers
Failure to pay may result in cancellation

2.3 Travel Requirements

You are responsible for:

Valid passport and visa
Meeting entry requirements
Required vaccinations

We are not liable for denied travel due to incomplete documentation.

2.4 Third-Party Services

We act as an intermediary and are not responsible for:

Delays, cancellations, or service issues
Errors or omissions by travel providers

2.5 External Bookings Disclaimer

We are not liable for any bookings made outside our website or platform
All complaints or disputes for such bookings must be directed to the respective third-party provider or website

2.6 Changes & Cancellations

Changes may incur provider fees
Additional administrative fees may apply
Requests must be made through our official channels

2.7 Limitation of Liability

We are not liable for:

Indirect or consequential losses
Events beyond our control (e.g. weather, strikes, government actions)
Third-party service failures

2.8 Governing Law

These Terms are governed by the laws of Scotland.

3. Cancellation & Refund Policy

3.1 General Policy

Refunds depend on third-party provider terms
Processing times vary by provider and payment method

3.2 Visa Services Refund Policy

Full Refund (100%)

You are eligible for a full refund if:

The visa application process has not started (refund processing fee may apply)
The request is made within 15 working days of payment

Partial Refund (Up to 50%)

You may receive up to 50% refund if:

The visa process has started but has not been submitted (refund processing fee may apply)
The amount depends on work already completed

No Refund (0%)

Once the visa application has been submitted, no refund will be issued
This applies regardless of approval or rejection

Important:
Visa decisions are made solely by immigration authorities or visa officers. Travel Mate Ltd has no influence over outcomes.

3.3 Non-Refundable Situations

Refunds are not provided where:

Incorrect or incomplete information was supplied
Travel or visa requirements are not met
Missed travel dates or no-shows
Bookings were made outside our platform

3.4 Refund Processing

Refunds are issued via the original payment method where possible
Processing typically takes 5–15 working days

3.5 Requesting a Refund

Email: hello@travelmatetour.co.uk

4. Contact Information

If you have any questions regarding this Legal Policy, please contact:

Travel Mate Ltd
Email: hello@travelmatetour.co.uk
Phone: +44 7459 067545
Address: 5 South Charlotte Street, Edinburgh EH2 4AN, United Kingdom

Cookies

Introduction

This Cookies Policy explains how we use cookies and similar technologies on our website and mobile services. It outlines what these technologies are, why we use them, and how you can manage your preferences.

Who Controls Your Data?

Travel Mate Ltd is the data controller responsible for the collection and use of personal data through cookies on this website.

Your Consent

By clicking “Accept All” on our cookie banner, you consent to the use of cookies as described in this policy. You can manage or withdraw your consent at any time through your browser settings or our cookie preferences tool.

1. What Are Cookies?

Cookies are small text files stored on your device (computer, tablet, or mobile) when you visit a website. They help websites function properly, improve user experience, and provide information to website owners.

2. How We Use Cookies

We use cookies to:

Ensure our website functions correctly
Improve website performance and user experience
Analyse how visitors use our website
Remember your preferences
Support marketing and advertising (where applicable)

3. Types of Cookies We Use

a) Essential Cookies

These cookies are necessary for the website to function properly. They enable core features such as security, page navigation, and access to secure areas.
➡️ These cookies cannot be disabled.

b) Performance & Analytics Cookies

These cookies help us understand how visitors interact with our website by collecting anonymous information (e.g. page visits, traffic sources).
Example: Google Analytics

c) Functional Cookies

These cookies allow the website to remember your preferences (such as language or location) to provide a more personalised experience.

d) Marketing & Advertising Cookies

With your consent, these cookies may be used to deliver relevant advertisements, measure campaign performance, and show personalised travel offers based on your browsing behaviour.

4. Third-Party Cookies

Third-Party Services

We may use trusted third-party providers for analytics, advertising, and affiliate services. These providers may place cookies on your device when you use our website. We recommend reviewing their privacy policies for more information on how they process your data.

Your Rights

You have the right to:

Access your personal data
Withdraw consent at any time
Request correction or deletion of your data
Restrict or object to certain processing activities

To exercise your rights, please contact us using our details.

Some cookies may be placed by third-party services such as:

Analytics providers (e.g. Google)
Payment processors
Social media platforms

We do not control these cookies. Please refer to the third party’s privacy policy for more information.

5. Managing Cookies

You can control and manage cookies in several ways:

Adjust your browser settings to block or delete cookies
Use cookie consent banners on our website
Withdraw consent at any time

Please note that disabling cookies may affect how the website functions.

6. Cookie Consent

When you first visit our website, you will be asked to consent to the use of non-essential cookies. You can update your preferences at any time.

7. How Long We Keep Your Data

Cookies may remain on your device for different periods depending on their purpose:

Session cookies expire when you close your browser
Persistent cookies remain for a set period or until deleted manually

Retention periods vary depending on the cookie type, but we only keep data for as long as necessary to fulfil its purpose.

8. Changes to This Policy

We may update this Cookie Policy from time to time. Any changes will be posted on this page with an updated effective date.

9. Contact Us

Please direct any queries about this Cookie Policy or about the way we process your personal information to our Privacy Manager using our contact details below:

Our email address for data protection queries is dpo@travelmatetour.co.uk

Embedded content from other websites

Articles on this site may include embedded content (e.g. videos, images, articles, etc.). Embedded content from other websites behaves in the exact same way as if the visitor has visited the other website.

These websites may collect data about you, use cookies, embed additional third-party tracking, and monitor your interaction with that embedded content, including tracking your interaction with the embedded content if you have an account and are logged in to that website.

Who we share your data with

If you request a password reset, your IP address will be included in the reset email.

How long we retain your data

If you leave a comment, the comment and its metadata are retained indefinitely. This is so we can recognize and approve any follow-up comments automatically instead of holding them in a moderation queue.

For users that register on our website (if any), we also store the personal information they provide in their user profile. All users can see, edit, or delete their personal information at any time (except they cannot change their username). Website administrators can also see and edit that information.

What rights you have over your data

If you have an account on this site, or have left comments, you can request to receive an exported file of the personal data we hold about you, including any data you have provided to us. You can also request that we erase any personal data we hold about you. This does not include any data we are obliged to keep for administrative, legal, or security purposes.

Where your data is sent

Visitor comments may be checked through an automated spam detection service.