Privacy Policy

 Serendipity Travel Experiences – Privacy Policy

1. Introduction

Serendipity Travel Experiences, based in Tulum, Mexico, provides private transportation and travel experiences. This Privacy Policy explains how we collect, use, share and protect personal information about our clients and visitors (“you” or “your”). By using our website, booking a transfer or tour, contacting us via email, WhatsApp or SMS, or otherwise interacting with us, you agree to the practices described below. We may update this policy periodically; when we do, we will post the revised version on our site. We encourage you to review the policy regularly.

2. Information We Collect

Personal and contact details – When you book a service or request a quote, we collect your name, phone number, email address, home address (for pick‑ups and drop‑offs), flight number, hotel or lodging details, and any notes you provide regarding special requests (such as child seats or luggage). For some payment methods (e.g., PayPal, credit card or Venmo), we may request a government‑issued ID (passport or INE) to verify your identity and protect against fraud.

Payment information – For payments via bank transfer, PayPal, credit card card or Venmo, we collect necessary payment details. We do not store full credit card numbers; our payment processors handle them securely.

Communications – We keep records of communications you have with us, including emails, WhatsApp messages and phone calls, in order to manage bookings and customer support.

Automatically collected data – When you visit our website, we may collect technical information such as your IP address, browser type, device identifiers and pages you view. We use cookies and similar technologies to enhance your browsing experience, remember your preferences and understand how visitors use our site. You can adjust cookie settings in your browser.

3. How We Use Your Information

We use your personal information to:

  1. Arrange and manage your travel services – This includes verifying your reservation, assigning a driver, monitoring flight arrivals and departures, coordinating pick‑up times and locations, and accommodating special requests.

  2. Communicate with you – We use your contact details to send confirmations, reminders, arrival notifications and service updates via email, WhatsApp or SMS. If there are changes to your itinerary or delays, we will inform you promptly.

  3. Process payments and prevent fraud – Payment information and ID verification help us confirm bookings, prevent unauthorized transactions, and comply with financial regulations.

  4. Improve our services – We may use feedback, aggregated data and website analytics to evaluate and enhance our website, customer experience, and operational efficiency.

  5. Marketing – We may send you information about new routes, special offers or travel tips. You can opt out of promotional emails or text messages at any time.

  6. Legal compliance – We may use and retain your information to meet regulatory and tax obligations, resolve disputes, enforce our terms and conditions, or protect our rights.

4. SMS, WhatsApp and Email Communications

We rely on text messaging, WhatsApp and email to communicate important service information, such as pick‑up instructions, driver details, delays and confirmations. By providing your phone number and email, you agree to receive these communications. Standard message and data rates may apply. You may opt out of promotional or marketing communications at any time by following the instructions in the message, but we may still send you essential service updates.

5. Sharing of Personal Information

We do not sell your personal information. We share it only as necessary to provide our services:

  • Drivers and operational partners – We share your name, pick‑up details and contact information with the driver assigned to your reservation. If your service includes additional experiences (e.g., tours or tickets), we share relevant details with those providers to coordinate your booking.

  • Payment processors – To process your payment, we share necessary details with trusted third‑party payment gateways or financial institutions.

  • Regulatory authorities – We may disclose information to law enforcement or government authorities if required by law or to protect our legal rights.

  • Business transfers – In the event of a merger, acquisition or sale of our business, your information may be transferred as part of that transaction.

We may share aggregated or anonymized data (which cannot identify you) for analytical or marketing purposes.

6. Cookies and Tracking Technologies

Our website uses cookies and similar technologies to collect information about your browsing behavior. Cookies allow us to:

  • Remember your preferences so you do not have to re‑enter information.

  • Monitor website traffic and usage patterns.

  • Improve user experience and design.

  • Deliver content and promotions that may interest you.

You may disable cookies in your browser settings, though some features of the website might not work properly.

7. Data Retention

We retain your personal information for as long as necessary to fulfill the purposes described in this policy, including providing transportation services, meeting legal or regulatory obligations, and resolving disputes. Once it is no longer needed, we securely delete or anonymize your data.

8. Security

We implement reasonable administrative, technical and physical safeguards to protect your personal information from unauthorized access, loss, misuse or alteration. However, no method of transmission over the internet or electronic storage is completely secure. If we believe the security of your data has been compromised, we will notify you using the contact information we have on file.

9. Your Rights and Choices

You may have the right to access, correct or delete personal information we hold about you. You may also request a copy of your data or object to certain types of processing, subject to applicable laws. For marketing communications, you can unsubscribe using the link provided in emails or by replying with “STOP” in text messages. To exercise your privacy rights, please contact us using the details below.

10. Children’s Privacy

Our services are intended for adults and we do not knowingly collect personal information from children under 13 without parental consent. If you believe a child has provided information to us, please contact us so we can remove it.

11. Changes to This Policy

We may modify this Privacy Policy from time to time. We will post any updates on our website and indicate the effective date. Your continued use of our services after changes are posted will signify your acceptance of those changes.

12. Contact Us

If you have questions or concerns about this Privacy Policy or wish to exercise your privacy rights, please contact us at hello@serendipitytravelexperiences.com.