Privacy Policy and Data Protection

We promise to respect your privacy and protect your personal information

We will be open and honest about the information we are collecting and what we will do with it.
We will use the information you give us for the purposes described in our Privacy Policy, which include providing you with services you have requested and enhancing your experience with Hermitager.
If you would like to stop receiving marketing from us, you can unsubscribe at any time by emailing us at mail@hermitager.com. We will, of course, continue to send essential information relating to a tour or service you have purchased to keep you informed about your booking.
We promise to collect, store and share your data safely and securely.

You can access our full Privacy Policy here to help you understand how we use your personal information. In it, we explain in more detail the types of personal information we collect, how we collect it, what we may use it for and who we may share it with.

We use cookies on our website

Cookies are tiny files that are downloaded to your device when you visit a website. These cookies are recognized by the originating website on each visit thereafter, or by another website that recognises the cookie.

None of our cookies contain any of your personally identifiable information.

The cookies we use enable us to remember your preferences, let you navigate between pages efficiently and ensure that any adverts you see online are relevant to you and your interests. They also allow a website to recognise which device you are using and to continually improve your website experience. Cookies play an important role. Without them, using the web would be a much more frustrating experience.

If you have any questions regarding our Privacy or Cookie policy, you can send an email to mail@hermitager.com

Our privacy promises

We will be transparent about the information we are collecting and what we will do with it.
We will use the information you give us for the purposes described in our Privacy Policy, which include providing you with services you have requested and enhancing your experience with Hermitager.
We will use the information to help us understand you better and so that we can give you relevant offers.
If you tell us you don’t want to receive marketing messages we will stop sending them. We will, of course, continue to send important information relating to a product or service you have purchased to keep you informed about your booking and travel itinerary.

We will put in place measures to protect your information and keep it secure.
We will respect your data protection rights and aim to give you control over your own information.

Any personal information processed by Hermitager in connection with this Privacy Policy is controlled by Hermitager, which is considered the “data controller” of your personal information under Russian data protection law. Any provider of services such as a museums will also separately be a “data controller”. You can access the privacy policies of those providers from them directly.

The personal information we collect and use

Personal information means details which identify you or could be used to identify you, such as your name and contact details, your travel arrangements and purchase history. It may also include information about how you use our websites and mobile applications.

In the course of you buying a Rabbie’s product we collect the following personal information when you provide it to us (either by phone, website, email or other contact methods):

Names of persons booking tours or products, email address, phone number

Additional details e.g. Information about your health, if you have a medical condition that may affect your tour such as the provision of wheelchair assistance or oxygen or you may have requested accommodation that provides services (such as a meal) which is not ’sensitive data’ but may imply or suggest your religion, health or other information.
Ad hoc information about, for example, special occasions or other special requests.
Correspondence, including complaints, to assist in relation to travel arrangements and to handle any complaints.

How we use your personal information

We use your personal information:

To fulfil your travel arrangements and deliver the services you have asked for.
To manage the tour check in and boarding process.
To send tour updates and communications to you.
To provide services tailored to your requirements and to treat you in a more personal way.
To carry out analysis and market research.
To improve our websites, products and services.
For management and administrative purposes.
To carry out marketing and keep you informed of Hermitagers’ products and services.

Who we share your personal information with

We doesn’t share your name (and in some cases your contact telephone number) with any third party supplier or company (visitor attractions included). For a list of our third party suppliers related to your booking please contact us by email on mail@hermitager.com.

We will only share personal information with law enforcement or other authorities if required by applicable law.

We will share with credit and charge card companies, credit reference agencies and anti-fraud screening service providers to process payments, and (where necessary) to carry out fraud-screening.

We will not share your personal information with any other third party.

What information must be provided by you, and legal basis for use

The provision of your name, address, contact telephone number, email address and payment details are required from you to enable us to process your booking. We will inform you at the point of booking, the detail that we require from you in order to fulfil your booking.

Hermitager will only process your personal information where we have a legal basis to do so. The legal basis will depend on the reason or reasons Hermitager collected and needs to use your information. Under Russia data protection laws in almost all cases the legal basis will be one or more of the following:

Because we need to use your information so that we can process your booking, fulfil your travel arrangements and otherwise perform the contract we have with you.
Because it is in Hermitager’s legitimate interests as a tour operator to use your personal information to operate and improve our business.
Because Hermitager needs to use your personal information to comply with a legal obligation.
To protect the vital interests of you or another person.
Because you have consented to Hermitager using your information for a particular purpose.

How long your personal information will be kept

We will keep your information for as long as we need it for the purpose it is being processed for. For example, where you book a tour with us we will keep the information related to your booking, so we can fulfil the specific travel arrangements you have made and after that, we will keep the information for a period which enables us to handle or respond to any complaints, queries, feedback or concerns relating to the booking and for accounting purposes the period required under applicable tax laws. The information may also be retained so that we can continue to improve your experience with us and to ensure that you receive any loyalty rewards which are due to you.

We will actively review the information we hold and delete it securely, or in some cases anonymise it, when there is no longer a legal, business or customer need for it to be retained.

Cookies or other tracking technologies

We use cookies on our website, mobile app and in our emails. Cookies are small pieces of information stored by your browser on your computer’s hard drive. They enable you to navigate on our website or app and allow us to provide features such as remembering aspects of your last tour search to make subsequent searches faster. You can delete cookies if you wish; while certain cookies are necessary for viewing and navigating on our website or app, most of the features will be still accessible without cookies.

Cookies and other tracking software allow us to improve our services, to provide you with more relevant content and to analyse how visitors use our website and app.

For example, we use software to monitor customer traffic patterns and website usage to help us develop the design and layout of the website in order to enhance the experience of visitors to our website. This software does not enable us to collect any personal data.

We also monitor the monthly email newsletters we send out to understand how our customers interact with the emails and the content that we send, we monitor if the emails we send are opened or how the content of our emails is displayed. We use this information to enhance the experience of customers signed up to our monthly email newsletter.

Keeping your personal information secure

We have appropriate security measures in place to prevent personal information from being accidentally lost, used or accessed in an unauthorised way.

We limit access to your personal information to those who have a genuine business need to know it. Those processing your information will do so only in an authorised manner and are subject to a duty of confidentiality.

We have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.

If you want detailed information on how to protect your information and your computers and devices against fraud, identity theft, viruses and many other online problems, please visit www.getsafeonline.org.

How to complain

We hope that we can resolve any query or concern you raise about our use of your information. Please contact us on the details below if you have any queries or concerns.

Updates to our privacy notice

This Privacy Policy was last updated on 1st January 2021. We may make changes to this Privacy Policy from time to time and in line with data protection legislation. Please check this page occasionally to ensure you’re happy with any changes.

How to contact us

Please contact us if you have any questions about this privacy notice or the information we hold about you.

Email: mail@hermitager.com