Privacy Policy

This policy explains how Gondola Inc. ("Gondola," "we," "us," or "our") collects, uses, stores, and discloses personal information, including visits and activity linked to enquiries and bookings.

Visiting an operator's website? See Customer websites and booking attribution. The operator's own privacy notice also applies. A link to this policy does not replace that notice.

1. Scope and definitions

Personal information means information about an identified or identifiable person. Device identifiers, visit histories, and booking references can be personal information even without a name.

Gondola services include gondola.travel, our applications and editor, and our communications with prospects and customers. Gondola determines the purposes and means of processing for its own business activities and acts as a controller for that processing.

Customer websites are websites we provide for tour and activity operators. Where we handle information on an operator's instructions to deliver its website, analytics, and integrations, we act as its processor or service provider. The operator determines the purposes of that processing. Our Data Processing Agreement describes the contractual framework for that relationship.

2. Collecting personal information

Information you provide

When you contact us, request a demonstration, register for an event, create an account, or use our services, we may receive your name, email address, phone number, business details, account information, and messages. Billing and subscription information may be received from our payment provider, Stripe.

Usage data

Usage data is collected automatically when you use our services.

This can include IP address; browser, operating system, and device information; approximate location; pages visited; referring pages and campaign parameters; visit dates, times, and duration; clicks and interactions; and device, session, or visit identifiers. Sources include your browser, our servers, analytics tools, and connected services. IP addresses are used to handle requests, derive analytics identifiers and approximate location, and support operational logging and security.

We may associate activity on Gondola's marketing site and applications with your account or contact information, including an email address supplied through a form or campaign link. This helps us understand how someone moves from a campaign or event to using Gondola.

3. Customer websites and booking attribution

For customer websites, Gondola receives and stores visit and interaction information in systems operated by Gondola and its hosting providers. Our analytics use Umami software operated for Gondola. Records can include pageviews, session and visit identifiers, device and browser information, approximate location, referrers, campaign information, and events such as opening a booking widget or submitting an enquiry.

To help an operator understand which visits lead to bookings, we may pass a reference to its booking provider and receive information back through the integration. Depending on that integration, this can include booking references, booking and activity dates, products, amounts, status, customer contact details, and enquiry information. We may connect these records with earlier visits and interactions. The resulting history can relate to an identifiable customer; it is not necessarily anonymous.

When an operator instructs us to provide retargeting or customer communications, we may use its identifiable customer and booking records, together with visit and interaction information, to deliver those services for that operator. This can involve advertising or communications providers authorized for those services, subject to applicable notices, consent, and opt-out choices. We do not use an operator's customer records for campaigns for Gondola or other operators.

Operators and their authorized users can receive analytics and attribution reports for their websites. Booking providers and other services selected by an operator also process information under their own notices and agreements. The operator's notice explains its purposes, booking practices, and available choices.

Interaction analysis and session replay

Where enabled for a customer website, interaction analysis includes heatmaps and session replay. Replay reconstructs activity within the website, such as pages viewed, clicks, scrolling, and changes to displayed page content, to investigate usability or booking problems. Captured information depends on the website and recording configuration and may include personal information displayed on a page. This is different from recording your camera or microphone.

For a request about a particular operator's website or booking, contact that operator. You can also contact us and identify the website so we can help direct your request.

4. Cookies and similar technologies

Cookies, browser storage, scripts, and similar technologies can keep you signed in, remember choices, connect visits, measure activity, and support marketing. Collection also happens through server requests and booking integrations, so blocking cookies alone does not stop every form of processing.

Gondola's own website and applications use PostHog for analytics. Activity can be linked across Gondola subdomains and associated with an account or contact. Our marketing website also loads Google Tag Manager, which can load analytics or marketing tools. Customer websites can contain the operator's own Google tags, advertising tools, booking widgets, maps, videos, and other integrations; tools vary by website.

You can control cookies and browser storage through your browser settings, although this may affect sign-in and saved preferences. Where a website provides privacy settings, use those settings for that website. Contact the operator about its website or Gondola about our services. A policy link, continued browsing, or a delay before a script loads is not a substitute for consent where consent is required.

5. Use and disclosure of personal information

We use information to provide and maintain services, manage accounts and subscriptions, answer requests, deliver communications, operate websites and integrations, measure visits and booking attribution, investigate problems, improve services, protect against misuse, and meet legal obligations.

Where Gondola acts as controller and European or UK data-protection law applies, the relevant basis depends on the activity: performing our contract for requested services and billing; legitimate interests in operating and securing our business and responding to business enquiries, subject to your rights; consent for optional tracking or marketing where required; and compliance with legal obligations. For processing on an operator's behalf, the operator determines its legal basis and provides required notices and choices.

Recipients can include:

• Service providers: hosting, database, network, analytics, payments, communications, and support providers receive information needed to deliver their services. Gondola-operated analytics still involve infrastructure providers.
• Operators and integrations: the relevant operator, its authorized users, and the booking, analytics, and marketing services it selects receive information for its website, enquiries, bookings, and reports.
• Legal and security recipients: information may be disclosed to comply with law or legal process, investigate misuse, protect people and systems, and establish or defend legal claims.
• Business transaction participants: information may be disclosed in a merger, acquisition, financing, reorganization, or asset transfer, subject to applicable protections.
• Recipients you authorize: we may disclose information when you request or authorize it.

When advertising integrations are enabled, disclosures to those providers may be treated as sale, sharing, or targeted advertising under applicable privacy laws, even without payment for data. Check the relevant website's privacy notice and choices. Contact us for information about recipients of data processed by Gondola or to make a privacy request.

6. Retention, security, and international processing

We retain customer-site visit and booking-attribution histories used to identify behavioral trends for up to two years from the recorded activity. This includes customer identifiers linked to those histories. At the end of that period, we delete those histories or anonymize them so they no longer identify a person. An operator can instruct us to delete information earlier, subject to applicable legal requirements.

Other records, including booking and customer-contact records needed to deliver services or meet recordkeeping obligations, saved replays, and operational logs, have separate retention criteria. These include the operator's instructions, account and contract status, applicable recordkeeping requirements, unresolved disputes or security investigations, and deletion from backups. Contact us or the relevant operator about a particular record or to request deletion.

Ordinary customer-site replay data is scheduled for cleanup after 14 days. Replays saved or pinned for further investigation are excluded from that cleanup and may be retained longer. This replay schedule does not apply to visit events, booking records, or operational logs. Contact us or the operator about a saved replay or to request deletion.

We use technical and organizational measures to protect personal information. No internet transmission or storage system is completely secure. For customer processing, agreed security measures and return or deletion obligations are recorded in the applicable processing agreement and schedules.

Gondola is based in the United States. Information may be processed in the United States and other locations where we or our providers operate, where data-protection laws may differ. Transfers subject to European or UK restrictions require an applicable mechanism, such as an adequacy decision or standard contractual clauses. Contact us about the locations and safeguards relevant to your information. Using a website does not by itself constitute consent to an international transfer.

7. Your choices and privacy rights

Depending on your location and applicable law, you may have rights to obtain information about processing, access or receive a copy of your information, correct it, request deletion, restrict or object to processing, and receive a portable copy. You may have rights to opt out of sale, sharing, or targeted advertising and to appeal a request decision. You can withdraw consent for processing that relies on consent without affecting earlier lawful processing.

Send requests to support@gondola.travel and identify the website and your relationship to it. We may need to verify your identity or a representative's authority. Requests are handled according to applicable law, including response periods, exceptions, and appeal rights. Where we process for an operator, we coordinate with that operator. You will not be unlawfully discriminated against for exercising your rights.

Our support team will send an initial reply to routine privacy and deletion requests within five business days. This is an acknowledgement, not a promise that the request will be completed within that period. We will complete requests within the applicable legal deadlines. Separate incident-notification obligations are unaffected.

European, UK, and Swiss residents may complain to their competent data-protection authority. California residents may request information about disclosures for third parties' direct marketing under the Shine the Light law, where applicable. To appeal a privacy-request decision, reply to our response or email us with "Privacy appeal" in the subject.

To stop Gondola promotional emails, use the unsubscribe link or contact us. Necessary service, security, and billing communications may continue.

Browser privacy signals: Our marketing website does not currently use Do Not Track (DNT) or Global Privacy Control (GPC) signals to turn off PostHog analytics, prevent Google Tag Manager from loading, or stop associating visits with email addresses. Customer-site privacy settings are separate and do not control tracking on Gondola's marketing website. Tools loaded through Google Tag Manager or by an operator may have their own signal handling; consult the relevant provider's or operator's notice.

8. Children, other websites, and policy changes

Gondola's business services are intended for adults. Operators may offer family activities and collect participant information; their notices apply to that collection. If you believe a child's information has been collected improperly, contact us and identify the website so the concern can be investigated with the operator.

Links and embedded services can take you to third parties with their own privacy practices. Review their notices when using their services.

We may update this policy as services and practices change. We will publish the updated version here with a new date and provide additional notice or obtain consent when required by applicable law. We will not use a policy update to retroactively authorize model training on previously collected personal information.

9. Contact us

Gondola Inc.
103 Fern Bluff Way
Cary, NC 27518, United States
Email: support@gondola.travel
Phone: (912) 446-6365

Adapted from the TermsFeed Privacy Policy Template, with changes for Gondola's services and processing activities.