Experience Vouchers purchased from Flydays.co.uk Days are dispatched via Activity Superstore and Adventure 001 who are agents for selected operators. Whilst every effort is made to ensure the descriptions and pictures contained within the website and on gift vouchers are a true reflection of the events or products, these do not form part of a contract. If on contacting the operator you feel that the activity taking place no longer accurately represents the activity purchased the relevant agent will exchange the voucher or refund the purchase price. Once a specific date has been booked, you will automatically become bound by the terms and conditions that individual operator may have. This does not affect your statutory rights.
Vouchers are valid until the expiry date shown on your Voucher (typically 10 months). Please check the season of any intended Experience, as this may be shorter than the Voucher validity. You must validate, book and complete your Experience prior to the expiry date, please note booking lead times apply. If you are unable to use your Voucher within the validity period, the Voucher can be extended for a period of six months. A £20 administration fee is payable to the agent if you choose to extend your voucher. A Voucher can only be extended once and only while the Voucher is valid. Please note you may not be able to change your mind once a date has been booked with an operator. Activities may get cancelled due to weather conditions, mechanical failure, or for other reasons beyond our control. If your experience is cancelled because of the weather, you will be able to rebook for a date on which you are able to attend. If you are unable to travel to your experience due to bad weather but the Experience still takes place we may not be able to rebook you without an administration cost. Refunds are available within 28 days of purchase, prior to registration.
If the agent or operator cancel your experience, they will tell you as soon as possible, and do their very best to offer an alternative date or location. If specific celebrities or vehicles are featured but are not available on the day for reasons beyond their control, they will try to find the best possible replacement. If this is not possible, they reserve the right to cancel your experience at short notice and re-book you. They reserve the right to reschedule the timings or location of any experience owing to unavailability of the experience, insufficient numbers making the experience unavailable, and other factors beyond their control.
The agents and operators reserve the right to discontinue an experience, venue, or individual supplier at their own discretion. They will endeavour to offer a suitable alternative experience of the same value, however, if not they will instruct us to refund your voucher in full. If you decide to book a different experience and the price of that experience exceeds the face value of your voucher, you will be expected to pay the difference. Flydays.co.uk days, the agent and the operators reserve the right to make minor changes to your experience. Examples of minor changes include car specification, or order of activities on a particular day. Flydays.co.uk days is unable to reimburse travel, accommodation or other incidental expenses incurred by you in attending an experience which is cancelled for any reason.
flydays.co.uk is a division of the Digital Sports Group Ltd (DSG) network. Digital Sports Group LTD is a registered company in England (Company No. 06789563) and our registered office is at Digital House Threshelfords Business Park Inworth Road Feering, Essex CO5 9SE. When we refer to "DSG", "we", "our" or "us" in this policy we mean Digital Sports Group Ltd. The information below will help you understand the types of information we collect about you when you are browsing or shopping on any of the DSG websites or if you are making a purchase by phone. It will also explain how we use the data and what other parties may have access to it.
If you have any questions about how we handle your personal data that you cannot find the answer to below, please email firstname.lastname@example.org.
As a booking agent, we, of course, need customer's personal data in order to fulfil a booking. Generally, this would only be the name, email address and phone number plus the delivery address if you order a gift pack. When a customer chooses to book a date, the information they provide us is passed to the supplier running the event in order to complete the booking and send the tickets/confirmation.
We may also use your data in order to provide a picture of our customer base such as looking at geographical trends and order history for purposes such as re-marketing and development of new services/products.
With your permission, we may email you regular newsletter emails about offers, competitions and other news related to our business. Customers who give us permission are referred to as 'opt-in' customers. It's important to know that you can opt out of receiving emails by clicking the 'unsubscribe' link present in any of our marketing emails.
We may refer to a recorded phone call in order to obtain information or evidence to fulfil and enquiry. We often listen to recorded calls for staff training purposes.
To invite customers to leave feedback reviews about our services. Our service providers for feedback reviews are Trustpilot, Ekomi, Feefoo and Google.
We may need to pass your details onto law enforcement for cases involving fraud or other criminal activity.
Before collecting any customer details via our purchase through our website, we first ask their permission by providing a tick box with a link to this page. The only other way we would obtain your personal information is if you voluntarily sign up to our marketing list without making a purchase.
We hold this information on admin system as an account record, this information includes:
We use the information to enable us to interact with you, maintain customer service in regards to any bookings you make and for general correspondence. If you have opted into our mailing list we will send you regular emails about offers, upcoming events and any other news related to our business. This data is stored as it is necessary to maintain details of any bookings you make, the expiry date on any vouchers you purchase and to uphold your statutory rights. We never sell customer personal data to third parties.
If these details are not wholly yours and you submit them then this signifies that you comply with the new General Data Protection Regulation (GDPR) and you have made the persons aware of what you are doing with their data and they have given you permission for this.
Your details that are required to process an order are:
We only share data with third parties that are involved in or relate to the order process or buying experience, i.e the supplier running your event or one of our feedback review partners. Prior to the engagement of a third party supplier, we shall conclude with them a written agreement in the form of a questionnaire to make sure they are using appropriate technical and organisational measures that the processing will meet the requirements of the GDPR. Your data is passed to suppliers with the explicit permission to contact you only in regards to your order and they will not use it for any other means. Our customers have the right to receive a copy of Digital Sports Group's agreement with any supplier as regards the provisions related to data protection obligations. The fact that a customer has given consent to the Digital Sports Group's use of third-party suppliers is without prejudice for our duty to comply with the DPA.
We may share your personal data with external third parties such as email service providers and review companies acting as data processors based in the US. This will involve transferring your data outside the European Economic Area (EEA). We ensure your personal data is protected by requiring all third-party companies to follow the same rules when processing your personal data. These rules are called 'binding corporate rules'.
Whenever we transfer your personal data out of the EEA, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:
When you place an order on our website we pass your order information and contact details to our payment provider (currently PayPal) through an who process the payment on our behalf and provide us with confirmation that payment has been taken successfully.
When placing an order over the phone the customer service agent will enter your card details directly into a secure payment page and the encrypted information is passed to PayPal who will then take payment on our behalf. During any call, the recording will be paused by the agent when the customer is reading out their card details. The agent will prompt the customer as to when they have turned off the recording.
If you purchase a gift pack, the delivery information you give us is sent to DPD or Royal Mail to enable the delivery of the pack. They may contact you by phone, text or email to notify you of your order status. Your data is passed to them with the explicit permission to facilitate the delivery of your order only and they will not use it for any other means.
When a confirmation is being delivered directly to our customers from a supplier, we will provide the supplier with the email address, contact name and phone number along with the order number. Under our data processing agreement, they are only to use this within the realm of the order fulfilment, after which the data is not to be used in any other capacity. The data may be stored in order to provide historical proof of delivery and of the booking.
We invite customers to leave feedback on the service they have received from us, to enable us to do this we use various feedback companies such as Trustpilot, Ekomi, FeeFoo and Cloud-IQ. Your first name, email address and order reference could be passed to them with the explicit permission to facilitate you providing feedback on the service you have received from us and will not use it for any other means unless you opt into other communications with said third party.
Our management team may also directly email a customer to perform a spot check on the quality of service they have received; this is not part of any marketing mailing list.
If you have enabled cookies we will use Google Analytics to track users journey on our website, this enables us to monitor what parts of the site are most popular, this only used for internal analysis and the data is not shared with any third parties.
Data can be shared with undisclosed parties if so requested by order of the Court, regulatory body or law enforcement organisation.
We engage in direct email marketing with our customers. Customers that have opted in to direct email marketing agree to the processing of such things as open rates and visits to our website from said emails, this is to ensure we provide you with relevant offers and marketing. You may update your preferences or opt out from receiving marketing emails from us at any time by clicking the link at the foot of the emails.
We never share your data with companies outside of Digital Sports Group for marketing purposes unless explicitly requested to better serve a customer on a single case basis. If you receive what you believe to be a marketing email from one of our suppliers please report it to a manager.
We communicate details of your order to you via email, we will never include any of your personal financial information in this format with the exception of informing you that a payment has been successful or not or that a refund has gone through.
When calling us or if we call you in regards to a booking, enquiry or complaint the calls are recorded. These archives are kept securely on site and access to them is limited to authorised personnel only. Copies of calls are available upon request but there may be a charge.
You have the right to request the personal data we hold about you and confirmation that your data is being processed. This is free of charge, however, a reasonable fee will be charged when a request is manifestly unfounded or excessive, particularly if it is repetitive. The fee is based on the administrative cost of providing the information as per ICO guidelines.
You are entitled to have personal data rectified if it is inaccurate or incomplete, responses to these requests are to be responded to within one month. If the request for rectification is complex this can be extended by two months.
You have a right to erasure, however, this does not provide an absolute right to be forgotten. Individuals have a right to have personal data erased and to prevent processing in specific circumstances such as where the personal data is no longer necessary in relation to the purpose for which it was originally collected/processed. Should you request the right to be forgotten this would include personal data shared with third parties where it is not impossible and does not involve a disproportionate effort to do so. We are required to keep financial records for 6 years, this includes all event bookings and gift voucher purchases.
We use Gmail email service and the Google Groups Platform to send and receive emails.
We operate a granular email retention policy based on the subject matter and attachment contained within each individual mail. Any unsolicited financial data that is received is immediately and permanently deleted.
All of our outbound emails are encrypted during the sending process and copies are stored on our mail servers for a minimum of 30 days, this is dependant on the subject matter and attachments.