Privacy Policy



1. Introduction

Historic London Walks is committed to protecting your personal information and respecting your privacy. This policy explains how we collect, use, store, and protect the data you provide when booking or interacting with our services, in accordance with the UK General Data Protection Regulation (UK GDPR).



2. What Information We Collect

We collect the following personal data when you use our website or book a tour:
   •    Name
   •    Email address
   •    Billing/payment details (handled securely by third-party processors)
   •    Tour preferences and booking history

If you contact us directly, we may also collect additional information you voluntarily provide.



3. How We Use Your Information

We collect and use your personal data to:
   •    Process and confirm bookings
   •    Contact you about your tour (e.g., changes or updates)
   •    Respond to customer enquiries or feedback
   •    Comply with legal obligations (e.g., tax or safety regulations)



4. Legal Basis for Processing

Under UK GDPR, our legal bases for processing your data may include:
   •    Contractual necessity: To fulfil our obligations when you book a tour
   •    Consent: For marketing or promotional emails
   •    Legitimate interests: For business improvement, customer service, or analytics
   •    Legal obligation: For record-keeping, insurance, or safety compliance



5. Data Sharing and Third Parties

We do not sell or rent your personal data. We may share limited information with:
   •    Payment processors (e.g., Stripe, PayPal) to process transactions securely
   •    Tour guides or staff to manage logistics or special requests
   •    Legal authorities where required by law

All third-party service providers are required to comply with data protection standards.



6. Data Retention

We retain your data only as long as necessary:
   •    Booking and transaction data: up to 6 years (for legal and accounting purposes)
   •    Customer emails and feedback: up to 2 years



7. Your Rights

Under data protection laws, you have the right to:
   •    Access your personal data
   •    Correct inaccurate information
   •    Request deletion of your data (where legally permitted)
   •    Withdraw consent at any time (for marketing)
   •    Object to or restrict certain types of processing
   •    Lodge a complaint with the Information Commissioner’s Office (ICO)

To exercise your rights, contact us at: enquiries@historiclondonwalks.co.uk



8. Data Security

We implement appropriate technical and organisational measures to protect your data, including:
   •    Secure website encryption (SSL)
   •    Access controls and staff training
   •    Regular backups and system monitoring

However, no system is 100% secure. We advise you to take appropriate precautions when sharing information online.



9. Cookies and Website Analytics

Our website uses cookies to enhance user experience and analyze site usage. 

Analytics data (e.g., Google Analytics) may be collected in aggregate form to understand visitor behavior. No personally identifiable data is shared with analytics providers.

Below is a summary of the cookies we use and their purposes.

Cookie Name: concent-policy
Purpose: Stores your cookie consent preferences
Expiry: 1 year (typical)
Type: Functional
 

Cookie Name: forterToken
Purpose: Fraud prevention and user verification
Expiry: Persistent
Type: Security
 

Cookie Name: hs
Purpose: Ensures proper website functioning
Expiry: Session
Type: Essential
 

Cookie Name: server-session-bind
Purpose: Maintains user session state
Expiry: Session
Type: Essential
 

Cookie Name: svSession
Purpose: Identifies unique visitors and tracks sessions
Expiry: 2 years (typical)
Type: Essential
 

Cookie Name: XSRF-TOKEN
Purpose: Protects against CSRF attacks
Expiry: Session
Type: Security
 

Managing Cookies:
You can manage or disable cookies through your browser settings. Please note disabling essential cookies may affect website functionality and your user experience.

10. International Transfers

We primarily store and process data within the UK. Where data is transferred outside the UK (e.g., email platforms hosted overseas), we ensure appropriate safeguards are in place under UK data protection laws. Google is our email service provider therefore any emails will be stored on their servers. Consequently your email and any associated personal data may be transferred outside of the European Economic Area to servers located in the USA. Google’s certification under the EU-US Privacy Shield Framework commits it to maintaining appropriate safeguards for international data transfers. You can learn more here: https://cloud.google.com/security/gdpr/



11. Children Under 16

The website and its services are not for use by children under 16 years. We will not knowingly collect or use the personal data of children. If you are under the age of 16 please do not provide any personal data even if prompted to do so.



12. Changes to This Policy

We may update this Privacy Policy from time to time. Any material changes will be posted on our website and, where appropriate, notified to you by email.



13. Contact Us

For any questions or data-related requests, please contact:
Historic London Walks
Email: enquiries@historiclondonwalks.co.uk



By using our services or visiting our website, you agree to the terms outlined in this Privacy Policy.



Service Level Agreement



1. Purpose

This Service Level Agreement (SLA) defines the level of service expected by customers of Historic London Walks (hereafter referred to as “The Company”), establishing clear metrics, responsibilities, and expectations for service delivery and performance.



2. Scope of Services

The Company agrees to provide guided walking tours in London, which may include but are not limited to:
   •    Historic walking tours
   •    Themed walks 
   •    Private and group bookings



3. Service Hours

Standard Operating Hours:
Monday to Sunday: 10:00 AM – 6:00 PM (GMT)

After-hours tours may be available upon special arrangement.



4. Service Commitments

The Company commits to the following service standards:
   •    Service Component - Standard
   •    Tour Start Time - Tours will begin within a 10-minute window of the scheduled time.
   •    Guide Availability - A certified guide will be present for all tours.
   •    Group Size Limits  -  Adheres to a maximum group size per tour (20 participants).
   •    Customer Communication - Queries responded to within 24 hours on business days.
   •    Accessibility - Reasonable efforts to accommodate disabilities or special needs.
   •    Safety Assurance - Guides trained in basic first aid.



5. Customer Responsibilities

Customers agree to:
•    Arrive at the meeting point at least 10 minutes before the scheduled start.
•    Inform The Company of any special needs or requirements at the time of booking.
•    Comply with all local laws, public health guidelines, and safety instructions provided. 
•    Maintain respectful behavior towards guides and fellow participants.



6. Performance Measurement and Review

Performance will be monitored through:
•    Customer feedback 
•    Internal audit of guide punctuality and customer satisfaction (quarterly).
•    Public reviews monitored and analyzed monthly.



7. Issue Management & Escalation

If a customer is dissatisfied with the service:
•    Initial Complaint: May be made in person, via email, within 48 hours post-tour.
•    Response Time: All complaints should be acknowledged within 24 business hours.
•    Resolution Target: All disputes should be resolved within 5 business days.
•    Escalation: If unresolved, complaints may be escalated to the Company Director.



8. Compensation & Refund Policy
•    Refunds are available for cancellations made 48 hours or more before the  tour.
•    Partial refunds or rebooking may be offered for service failures (e.g., guide no-show).
•    No refunds for late arrivals or customer no-shows.


 

9. Children on tours 

All children under 18 must be accompanied by an adult.

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10. Amendments and Review
This SLA will be reviewed annually or upon significant changes to the service offerings. 
 

 

11. Contact Details

Historic London Walks
Email: enquiries@historiclondonwalks.co.uk
Website: www.historiclondonwalks.co.uk