This page explains what happens to your personal information when you plan or book with Sunmile Holidays, and the terms that apply once you book. We've written it to be read, not skimmed past — if anything is unclear, ask us.
Who we are
Sunmile Holidays (“Sunmile”, “we”, “us”) is a tour operator and travel agency based at 48 Harbor Lane, Suite 300, San Francisco, CA 94111. We are the controller of the personal information described in this policy. You can reach our privacy lead at hello@sunmile.travel.
What we collect
We collect information you give us, information generated when you use our site, and information from the suppliers who deliver your trip.
- Contact details — name, email, phone and postal address.
- Trip details — dates, destinations, travelling companions, room and seat preferences.
- Passport and travel document details — only when a supplier or border authority requires them.
- Sensitive information you choose to share — dietary needs, mobility or medical requirements, so we can arrange the right help. We'll ask for your explicit consent first.
- Payment information — processed by our payment provider; we never store full card numbers.
- Usage data — pages visited, device and browser type, collected through cookies (see below).
How we use it
We use your information to plan and book your trip, look after you while you travel, and run our business responsibly. Specifically, we use it to:
- reply to enquiries and arrange consultation calls;
- make bookings with airlines, hotels, guides and transfer companies;
- send documents, reminders and important updates about your trip;
- help you in an emergency through our 24/7 on-trip line;
- send our newsletter, only if you've subscribed — every email has a one-click unsubscribe;
- meet legal, tax and accounting obligations.
Who we share it with
We share only what's needed, with the people delivering your trip: airlines, accommodation, local guides and ground handlers, insurers you choose, and our payment and IT providers. Each is bound by contract or law to protect it. We do not sell or rent your personal information, and we don't share it with advertisers.
International transfers
Travel is international, so your information may go to suppliers outside the United States — a hotel in Bali or a guide in Kyoto, for example. Where we transfer data from regions with specific rules, such as the UK or EU, we use approved safeguards like standard contractual clauses.
How long we keep it
We keep booking records for seven years after your return to meet tax and legal requirements. Enquiries that don't become bookings are deleted after two years. Newsletter data is kept until you unsubscribe.
Your rights
Depending on where you live, including under the California Consumer Privacy Act, you can ask us to:
- tell you what personal information we hold and send you a copy;
- correct anything that's wrong or out of date;
- delete your information, unless we must keep it by law;
- stop using it for marketing, or limit how we use sensitive information.
Email hello@sunmile.travel with the subject line “Privacy request”. We'll confirm who you are and respond within 30 days. Using these rights will never affect the price or quality of your trip.
Cookies
We use a small number of cookies to keep the site working (like your trip cart), remember your preferences, and understand which pages are useful. Analytics and marketing cookies are only set if you accept them in the cookie banner, and you can change your mind at any time from the “Cookie settings” link in the footer.
Booking terms
Your contract
When you book a package, your contract is with Sunmile Holidays. A booking is confirmed when we've received your deposit and sent your confirmation invoice. Please check every name and date on it against your passport as soon as it arrives.
Deposits & payment
A deposit of 20% of the trip price is due at booking, and the balance 60 days before departure. If you book within 60 days of departure, full payment is due at booking. Some flights and special-offer hotels require full payment straight away; we'll always tell you before you pay.
Changes by you
Want to move dates or swap a hotel? Just ask. We charge a $50 amendment fee per booking plus any cost passed on by suppliers. Name changes on flights are often treated as cancellations by airlines, so we'll explain the cost before making them.
Cancellations by you
You can cancel at any time by telling us in writing. Cancellation charges depend on how close to departure you cancel, and are worked out per person:
| Days before departure | Charge |
|---|---|
| More than 60 days | Deposit only |
| 59 – 30 days | 50% of the trip price |
| 29 – 15 days | 75% of the trip price |
| 14 days or fewer | 100% of the trip price |
If your travel insurance covers the reason for cancelling, you may be able to claim these charges back.
Changes and cancellations by us
Occasionally we have to change a trip — a ferry timetable shifts, a hotel closes for repairs. If it's a minor change, we'll let you know and adjust the plan. If it's a significant change, you can accept it, choose an alternative trip, or cancel for a full refund. We won't cancel your trip after the balance is paid except for reasons outside our control, such as official travel warnings or natural disasters.
Insurance, passports & visas
Travel insurance is a condition of booking and must cover cancellation, medical expenses and repatriation. You're responsible for having a passport valid for at least six months after your return, and any visas or health documents your destinations require. We'll point you to official guidance, but we can't apply on your behalf.
Complaints
If something isn't right during your trip, tell your guide or call our on-trip line at +1 (415) 555-0199 straight away — most things can be fixed on the spot. If you're still unhappy, write to us within 28 days of returning and we'll respond in full within 14 days.
Contact
Questions about this policy or these terms? Email hello@sunmile.travel, call +1 (415) 555-0142, or write to Sunmile Holidays, 48 Harbor Lane, Suite 300, San Francisco, CA 94111. When we update this page, we'll change the date at the top and email existing customers about anything significant.