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Privacy Policy

In using a Serko website or Serko products and services, you may be required to provide Serko with certain information that can identify you or another person (“Personal Information”).  This Personal Information may include first and last names, telephone numbers, postal and email addresses, travel preferences (including seating, food, airline, hotel and vehicle details), billing information (such as credit card number, cardholder name and expiration date) or other information that can be used to identify a particular person.

Serko’s Privacy Policy (“Privacy Policy”) explains in general terms how Serko protects the privacy of your Personal Information.  We are committed to protecting the privacy and confidentiality of the Personal Information you provide to us.  By providing Personal Information to us (or allowing another person to do so on your behalf), you agree that this Privacy Policy will apply to how we handle your Personal Information and you consent to us collecting, using and disclosing your Personal Information as detailed in this Privacy Policy.  By visiting this website you are accepting the practices described herein. 

Collecting Information

If you provide us with Personal Information on behalf of someone else, you must have that person’s consent to do so and Serko will assume you have this consent.  If you do not provide Serko with the information that is requested, Serko may be unable to provide certain products or services to or for the relevant person and you may not be able to complete certain activities on the website.

Use of Information

All Personal Information you provide is securely held by Serko in accordance with its internal confidentiality and information security policies and procedures.  Such information will be used for travel and other travel-related purposes, or expense management purposes such as:

  • developing group and individual traveller profiles on the basis of the information entered by you;
  • collating information and presenting this to you in the form of reports summarising variables such as expenditure, destination, duration of travel, preferred travel suppliers etc;
  • providing updates in relation to specials, new products, new or varied terms of use and any other information we consider to be of interest; and
  • providing you with the products and services you request.

We are only allowed to store your Personal Information for as long as necessary having regard to the purpose for which it was collected or a related or ancillary purpose.  We may therefore delete your Personal Information after a reasonable period of time and, if you have not used our services for some time, you may have to re-enter or re-supply your Personal Information to us.

Passing on Information

You agree that Serko may transfer information (including Personal Information) to third parties where that will assist Serko in providing its products and services to you, where a booking is to be made direct with a third party, with Business partners with whom we may jointly offer products or services, or whose products or services may be offered on our website, with referring websites (for example, through a link you clicked on another site that directed you to our site), with Government and Law Enforcement Agencies or as required by law. 

Note that we do not control the privacy practices of third party business partners or referring websites so we recommend you review the privacy policies where relevant.

We also may share your information:

  • As permitted or required by law.
  • To various regulatory bodies and law enforcement officials and agencies, including to protect against fraud and for related security purposes.
  • To travel service providers such as travel wholesalers, tour operators, airlines, hotels, car rental companies and other service providers for the purpose for which the information was collected or for a related purpose.
  • To comply with our legal obligations and any applicable customs/immigration requirements relating to your travel.
  • To comply with a request from a qualified government department if we are satisfied that they have the authority to make such request.
  • In response to subpoenas, court orders, or other legal process; to establish or exercise our legal rights; to defend against legal claims; or as otherwise required by law. In such cases we reserve the right to raise or waive any legal objection or right available to us.
  • When we believe it is appropriate to investigate, prevent, or take action regarding illegal or suspected illegal activities; to protect and defend the rights, property, or safety of our company or this website, our customers, or others; and in connection with our Terms of Use and other agreements.
  • In connection with a corporate transaction, such as a divestiture, merger, consolidation, or asset sale, or in the unlikely event of bankruptcy.

Other than as set out above, you will be notified when Personal Information about you will be shared with third parties, and you will have an opportunity to choose not to have us share such information.

By providing your Personal Information to us, you consent to the disclosure of your Personal Information as described above.

We also may share aggregate or anonymous information with third parties, including advertisers and investors. For example, we may tell our advertisers the number of visitors our website receives or the most popular hotels and vacation destinations. This information does not contain any Personal Information and is used to develop content and services we hope you will find of interest.

Access to and correction of Personal Information

A person may access and amend his or her Personal Information held by Serko by contacting Serko on the contact details below or by amending his or her profile. 

If you do not have a profile, we will, on request, provide you with access to the Personal Information we hold about you, unless there is an exception which applies under the applicable Privacy Law. We may recover from you our reasonable costs of supplying you with access to this Personal Information. Your request to provide access to this Personal Information will be dealt with in a reasonable time. If we refuse to provide you with access to the Personal Information, we will provide you with reasons for the refusal and inform you of any exceptions relied upon under the applicable Privacy Law.

Protection of Information

Serko is committed to protecting the information we collect from you. While no website can guarantee security, we have implemented appropriate administrative, technical, and physical security procedures to help protect the Personal Information we collect about you. For example, only authorized employees are permitted to access Personal Information, and they may only do so for permitted business functions. In addition, we use encryption when transmitting your sensitive Personal Information between your system and ours, and we employ firewalls and intrusion detection systems to help prevent unauthorized persons from gaining access to your information. Serko is also PCI DSS compliant with respect to credit card information.

Cross-border data flows

Please be aware that your information may be transferred to, stored, and processed overseas (where our Data Centres are located and our central database is operated) or another country where those third parties with whom we share it as specified in this Privacy Policy are located. The data protection and other laws of these other countries might not be as comprehensive as those in your country, but Serko does take steps to ensure that your privacy is protected (however, such steps may not expressly require the overseas recipient to comply with applicable Privacy Law). By using our services and providing information to us, you consent to your information being transferred to our facilities and the facilities of those third parties with whom we share it as described in this Privacy Policy.

How you can contact us

If you have questions about this Privacy Policy (or your travel planning or purchases) or if you wish to make a complaint about our handling of your Personal Information, please contact us using the contact details on our website.

Using the Serko mobile phone and tablet Apps ("Mobile Apps")

When you use a Serko Mobile App, we collect and use information about you in the same way and for the same purposes as we do when you use our website.

In addition to this, we also use some other information that we collect automatically when you use our Mobile Apps. Specifically:

  • We collect information about Mobile App functionality that you access and use. This allows us to identify those areas of the Mobile App that are of interest to our customers so that we can refine and continuously improve the Mobile App. The information we collect for this purpose does not enable us to directly identify you.
  • Each Mobile App also sends us the device's unique device identifier (or "UID"), a sequence of numbers or characters that are unique to your mobile device. We use this only on the first opening of the Mobile App so that we can confirm to our advertising networks the number of downloads resulting from clicks on their respective ad banners and other marketing tools.
  • When you use a Mobile App, you can choose to allow access to your current location – provided by your mobile device using GPS or similar technologies – in order to identify nearby hotels or airports. If you choose to allow access, this location data may be collected anonymously as part of search requests logged by our servers. You can switch off the Mobile App’s access to your location at any time through your phone settings menu.
  • Each Mobile App will also send us error-reporting information in the event that it crashes or hangs. This enables us to investigate the error and to improve the stability of the Mobile App for future releases. As part of these error reports, the Mobile App sends us information about the mobile device type and version, the UID, the time the error occurred, the feature being used and the state of the application when the error occurred. We do not use this information for any purpose other than investigating and remedying the error.

Change to this Privacy Policy

From time to time it may be necessary for us to review and revise this Privacy Policy.  We reserve the right to change our Privacy Policy at any time and for any reason.  If we make a change to the Privacy Policy, the revised version will be posted on our website.

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