Privacy Policy

ChargeHorizons GmbH, domiciled at Grothe-Marie-Strasse 33, 21614 Buxtehude, Germany (hereinafter referred to as “ChargeHorizons”) is responsible for the processing of your personal data on its web pages and mobile apps.

We want to first highlight the following: data privacy is a matter of trust, and your trust is important to us. We respect your privacy and your personal sphere. Protection and legal processing of your personal data are therefore important issues to us. To ensure that you feel secure when visiting our web pages, whenever we process your personal data, we strictly comply with the legal provisions, and want to let you know how we process your personal data.

In this document you will find out more on how we use and process your personal data. We are certain that the information is easy to read and transparent, so that you will understand what we want to say, without having a hard time. Furthermore, you will learn how you can contact us in case you have any questions regarding your personal data, which we will be more than happy to answer.

Please also read our rules regarding cookies, where we inform you how ChargeHorizons uses cookies and similar technologies. You will find our cookie policy in the footer navigation at the bottom of our website.

You can print or store this document by using the usual functionality of your Internet service program (= browser: in most cases, “File” -> “Save as”). Our data privacy rules may change from time to time. As long as you care about your privacy, we recommend that you visit this page on a regular basis to ensure that you are always aware of the latest developments. We wish you a relaxing and nice trip!

When making bookings, you provide personal information including: name, email address, residence, phone number, payment information, guest names, and accommodation preferences. Contact with our customer service teams generates additional records. Post-stay communications may request guest ratings.

You can allow location access and share contact details through mobile devices. User accounts store personal settings, booking history, and future travel plans. Participation in referral programs and sweepstakes may involve additional personal information.

When you book for travelling companions or other individuals, you may also provide information about those persons. It is your responsibility to ensure that the persons about whom you provide personal information are aware of such action.

When visiting our websites or using our apps, the system automatically records: IP address, access date and time, hardware and software type, browser information, operating system, application version, and language settings. Mobile device usage additionally generates collection of device type, device-specific settings, geographical location, app crash information, and system activities. The system also tracks which website or app facilitated your booking.

Business partners, affiliate partners, and independent third parties may also provide information about you. Hotel booking partners share details when you book through their platforms. Payment processors share information to facilitate transactions. Calling service providers share call metadata including location, identity, date, and duration.

We use your personal data to process online bookings and complete orders for travel products and services. Our 24/7 international customer service uses your shared details to respond to booking inquiries and other customer questions.

Your account enables you to manage bookings and orders, access special offers, store personal settings, create favourites lists, view past bookings, manage preferences, add bonus program information, and store payment data. Business travel accounts allow storing company contact information.

We use your contact information to send travel-related product and newsletter communications following booking or account creation. Personalised offers appear on the ChargeHolidays website, mobile apps, and third-party platforms, including social media, based on your information. You can unsubscribe from newsletters at any time via the “Unsubscribe” link in each email.

We may contact you via email, mail, telephone, or text message regarding: incomplete booking reminders, experience questionnaires and rating invitations, booking-relevant updates, trip-planning assistance, and administrative or security information.

Your personal data helps us detect and prevent fraud, illegal activities, and undesired conduct. We perform risk assessments and user and booking authentication for secure and reliable service. Temporary holds may be placed on certain bookings.

We use analytics to improve our services, optimise user experience, enable testing, troubleshoot problems, and enhance functionality and quality. Post-stay, guests are invited to provide ratings regarding accommodations and services. These ratings can be displayed on our web pages, mobile apps, social media channels, and on the website of the respective accommodation.

Customer service phone calls may be monitored or recorded for training purposes or quality management. Recordings are stored for limited periods and automatically deleted unless justified interest exists, such as fraud detection. We may also use data for the handling and resolution of legal conflicts or within investigations ensuring compliance guideline conformity.

Legal bases for processing include: contractual performance (completing bookings per mutual agreement), legitimate interests (personalised content, fraud detection, marketing optimisation, administrative and legal purposes), and consent (direct marketing activities, which you may withdraw at any time by contacting us).

We retain your data only as long as the data privacy-related purpose for their maintenance continues to exist. For hotel bookings, data are deleted following booking completion and/or stay completion, except where longer compulsory retention periods apply, such as tax law requirements.

Computer information necessary for IT security is retained only as long as required. Session-specific data are automatically deleted upon browser closure.

Data retained under your granted consent are stored only until you withdraw them. To withdraw consent, please contact us at [email protected].

To complete your booking, relevant booking data are forwarded to the booked accommodation, including: name, contact data, payment information, special requests, guest names, and in some cases, credit card details for direct accommodation processing. Booking-related disputes may result in sharing of booking process data, including confirmation copies.

We work with third-party service providers who process personal data on our behalf, for example for sending promotional content. All providers operate under order data processing agreements and are authorised exclusively for the specified purposes.

Chargeback requests trigger sharing of booking details with payment providers and financial institutions, potentially including booking confirmation copies and IP addresses. Information may also be shared with financial institutions when fraud detection or prevention is considered indispensable.

Personal data may be disclosed to competent authorities when required by law or urgently necessary for the prevention, detection, or legal prosecution of criminal acts or fraud, and for protecting the rights of ChargeHorizons and its accommodation partners.

We cooperate with worldwide business partners for marketing, promotion, and service assistance. Partners may include ChargeHorizons Group entities where services are integrated into websites or apps. Bookings via partner websites transfer certain personal data to us and result in data sharing for internal and analytical purposes. Users booking via partner websites should review the partner’s data privacy rules.

Our free apps collect and process personal data similarly to our web pages, while also enabling location determination to find nearby accommodations. With your consent, push messages provide booking information. Location data access and push message settings can be modified in your mobile device instructions.

Cross-device tracking optimises our services and marketing activities, potentially involving cookies or comparable technologies. This allows usage monitoring across multiple devices and data combination from connected browsers or devices. Newsletter content optimisation collects search and booking information from different devices while you remain logged into your account. You can prevent cross-device optimisation by logging off your devices or unsubscribing from newsletters.

We implement reasonable procedures to ensure the protection of your personal data against abuse and unauthorised access, in accordance with European Data Protection law. Security measures include business systems and processes, security procedures, technical restrictions, and access limitations. Only authorised employees access personal data for proper task performance.

Credit card details are stored for a maximum of 90 days after completion of your booking. They are then either completely or partially deleted in an irrevocable manner, or stored in our system for fraud detection subject to restricted access.

Credit card details stored in your account are held as a hash code, except for the last four digits of your credit card number, allowing identification of the card used for payment.

ChargeHorizons services are not intended for children less than 18 years of age and require the valid consent of one parent or a legal representative.

If personal data of children under age 18 are transmitted without appropriate consent, ChargeHorizons reserves the right to delete such data. Children’s data is collected exclusively with parental or legal representative consent, with exceptions for family-function bookings or other exceptional circumstances.

You may request information regarding the personal data which we have collected about you. Summary requests can be submitted via https://gdpr.chargehorizons.com/ChargeHorizons by completing the requested form information.

You may contact us if stored personal data are incorrect or if we lack entitlement to retain information. Requests for correction or deletion are processed in accordance with applicable European Data Protection laws.

Under special circumstances, such as legality disputes, you have an additional right regarding restricted data processing. You are also entitled to demand the disclosure of your personal data in a structured, common, and machine-readable format (data portability).

You may object to processing on the basis of Article 6, Paragraph 1, letters e and f, as well as for purposes of direct advertising, at any time.

If you have granted comprehensive processing consent, you may withdraw this consent at any time, for example by emailing [email protected].

You are entitled to file a complaint with the competent Data Privacy Supervisory Agency in case of any disagreements.

Security researchers and white hat hackers who discover security vulnerabilities in our products, services, websites, or infrastructure components, or who possess evidence of a security incident, should contact: [email protected].

We take all reported vulnerabilities and security incidents very seriously. Your report helps our security professionals to continue their work to ensure a high level of security for ChargeHorizons GmbH.