Privacy Policy

Last updated: 14 October 2026

1. Who We Are

Tripcerto is operated by TRIPCERTO LTD, a private limited company registered in England and Wales with company number 16121124 ("Tripcerto", "we", "us", or "our").

Contact details:

Privacy and support: hello@tripcerto.com
Registered office: 118 Jellicoe Avenue, Alverstoke, Hampshire, United Kingdom, PO12 2PX

2. Scope

This Privacy Policy explains how we collect, use, disclose, and otherwise process personal information when you use:

the Tripcerto website at www.tripcerto.com
the Tripcerto web applications, including the travel planning experiences we run for travel companies and our workspace for travel consultants
Tripcerto account features
Tripcerto planning, research, review, social, and messaging features
related communications, support, and invitations

3. Information We Collect

We collect the following categories of information, depending on how you use the service.

Account and authentication information

email address
password credentials handled through our authentication providers
OAuth account information when you sign in with Google
account identifiers and session information

Profile information

full name
avatar or profile photo
profile tagline
account email

Content you create or upload

trip plans, trip titles, notes, and preferences
trip reviews, destinations, stays, and experiences you enter
trip moments, captions, hashtags, and related content
messages you send in plan chats or other messaging features
prompts, questions, and feedback you submit to AI-powered features
uploaded photos and videos
travel documents you choose to upload, such as an itinerary, quote or booking confirmation (a PDF or a photo), which may name you or the people travelling with you

Location and place information

destination and place selections
addresses and place identifiers
latitude and longitude associated with plans or moments
location metadata we extract from uploaded media if you choose to upload files containing it

Social and collaboration information

follows and public profile interactions
collaborators on plans
invitations you send or receive, including invitee email addresses
shared review and plan participation details

Notifications and device/browser data

in-app notification records
browser notification permission state
technical data needed to maintain sessions and app state, including browser storage such as local storage and session storage

Media and technical metadata

file name
content type
file size
image or video dimensions
duration and bitrate for videos
storage paths and processing status for uploads

Enquiry information

When you ask to be put in touch with a travel company, we collect:

your name, your email address and, if you give it, your telephone number
the conversation and a summary of the trip built up in it
the travel companies or specialists you choose
for a transfer, the passenger and flight details you give
the referral code, if you arrived through a partner's referral link

In any planning conversation we also collect an anonymous identifier that links your activity within a visit and when you return, and the name of the travel company whose planning experience you are using.

Demo bookings

the name, email address and any notes you enter when you book a demo with us through our Google Calendar booking page

Information pack requests

the email address you give when you ask for an information pack on our website, and which pack you asked for

Usage and analytics information

pages viewed, by their address up to the path plus any campaign tags (utm_ parameters, the labels on a link we or a partner published that say where a visit came from); nothing else from the address
referring sites, and approximate location derived from your IP address
on our website, if you agree to Google Analytics, the sections you read, and when you use a link to book a demo, email us or log in
device and browser type, and whether the page is laid out for a phone, a tablet or a desktop
if you agree to Google Analytics, a random identifier stored in a cookie that recognises repeat visits from the same device, and for consultants signed in to our workspace, a random identifier for their account (see section 9)

Usage, diagnostics, and security information

logs needed to secure and operate the service
error, abuse-prevention, and performance information
chat/session metadata and recommendation-feedback signals

4. How We Collect Information

We collect information:

directly from you when you create an account, edit a profile, upload content, message, or use Tripcerto features
automatically from your browser or device when required to run, secure, and measure the service
from authentication providers when you sign in with Google or similar services
from collaborators or other users when they invite you to a plan or otherwise interact with you
from a travel company acting for you, when its staff plan your trip with you in our consultant workspace or its own systems pass your conversation to us; then it supplies your details, not you
from service integrations that help us resolve locations, travel content, or related media

5. How We Use Information

We use personal information to:

create and maintain your account
authenticate users and keep sessions active
operate planning, review, social, chat, and collaboration features
prepare your enquiry and, when you ask us to, send it to the travel company whose planning experience you used and to the specialists you choose, and send you a confirmation
process uploaded media and generate derived formats
infer or organise travel preferences and trip context
provide AI-powered recommendations, summaries, and related outputs
measure, personalise, and improve the service and our website
send invitations, account emails, and service notifications
send you an information pack you ask for, and follow up with you about it
protect the service, investigate abuse, and enforce our Terms
comply with legal obligations

6. AI Processing

Tripcerto includes AI-powered features, including conversational travel planning and recommendation systems.

When you use those features, we may process:

prompts and messages you submit
trip context and preference information
documents you upload, which an AI provider reads in full to extract your itinerary: the document's own text where it has one, and otherwise the PDF or image itself
related metadata needed to generate, rank, or improve responses within the service

We may send relevant content to third-party AI providers and supporting tools that process data on our behalf in order to provide these features.

Tripcerto does not use your content to train its own proprietary models. Instead, we use third-party AI models and tools to help generate, organise, and deliver responses and workflows within the service.

Current AI providers reflected in the service include:

OpenAI
Anthropic

Voice input

If you speak to our planning assistant instead of typing, your browser's own speech recognition turns your speech into text before anything reaches us. Some browsers, such as Google Chrome, do this on their maker's servers, under that company's terms. We receive only the text.

7. When Information May Be Visible To Other Users

Some Tripcerto features are inherently social or collaborative.

Depending on the feature and your settings or actions, other users may be able to see:

your public profile information
content you share into collaborative plans
trip reviews and trip moments you publish or share
your display name and avatar alongside messages or contributions

You should not upload or share content that you do not want other users to see.

8. How We Disclose Information

We may disclose personal information to the following categories of recipients:

service providers that host or operate authentication, storage, database, infrastructure, or messaging functions
AI providers that help us generate or process responses
mapping, geocoding, travel-content, and place-enrichment providers
analytics providers that help us measure how our website and web applications are used
the travel company whose planning experience you used, and the specialists you choose, who receive your enquiry so they can reply to you; once it is sent, they hold their own copy and are responsible for it
other users where content is public, shared, collaborative, or message-based
professional advisers, auditors, insurers, or counterparties in connection with legal, compliance, or transaction matters
government authorities or other parties where required by law or necessary to protect rights, safety, and security

Processors and vendors we use to provide the service

Tripcerto uses service providers including:

Supabase (database, authentication and server functions, in London)
Anthropic and OpenAI (AI models)
Cloudflare (hosting, file storage, email delivery, and Cloudflare Web Analytics on our website and in our web applications)
Better Stack (application monitoring)
Google (sign-in with Google, our company email and calendar, including demo bookings, and Google Analytics where you agree to it)
Geoapify (maps and place lookups)
Tripadvisor (reviews and photographs for our catalogue; it receives no personal data from us)

9. Cookies, Local Storage, and Similar Technologies

Tripcerto uses browser-side storage and similar technologies to run the service, including session persistence and app-state recovery.

Tripcerto currently uses browser-side storage for functions such as:

local storage is used for authentication persistence
session storage is used for short-lived auth and recovery flow state
in our planning experiences, local storage holds an anonymous identifier, and a pointer to your latest conversation with its title, so you can pick up where you left off
on our website, local storage remembers whether you chose the light or dark theme (theme); it is set only when you change it
browser notification permissions may be requested when you use notification features

Cookies

tc_consent records your answer to our analytics question and when you gave it, so that we ask once across www.tripcerto.com, chat.tripcerto.com and workspace.tripcerto.com. It is kept for 6 months, after which we ask again. It is strictly necessary to remember your choice and holds nothing else.
tc_team is set only on our own staff's browsers, so that our own visits are left out of our analytics. It is kept for 6 months.
_ga and _ga_<id> are Google Analytics cookies, set only if you agree. They hold a random identifier that recognises repeat visits from the same device across our website and applications on tripcerto.com, and last up to 13 months.

Analytics

We use Cloudflare Web Analytics on our website, in our travel planning experiences and in our consultant workspace, to understand how they are used. It processes the pages viewed and the page you came from, each as its address up to the path and nothing else from the address, how quickly each page loads, approximate location derived from your IP address, which Cloudflare does not store, and device and browser type. It does not set cookies, store an identifier in your browser or track you across other websites. Because nothing is stored on or read from your device, we do not ask first: we rely on our legitimate interest in measuring and improving the website and the service.

Google Analytics 4 runs only if you agree to it. The first time you visit, we ask whether we may measure how the site is used with Google Analytics. Until you answer, and if you say no, it is not loaded at all. If you agree, one Tripcerto Google Analytics property measures our website, our travel planning experiences and our consultant workspace. It receives the pages you view and the page you came from, each as its address up to the path plus any campaign tags (utm_ parameters), and nothing else from the address; the sections you read and the buttons you use; your device type and whether the page is laid out for a phone, a tablet or a desktop; and your approximate location, which Google works out from your IP address without storing the address. For consultants signed in to our workspace, it also receives a random identifier for their account, so that their use is counted once across devices. It never receives your name, your email address or the content of a conversation. Its advertising features and Google signals are switched off, and nothing it collects is used for advertising. Google keeps the data for 14 months, and processes it in the United States under Google's data processing terms and the safeguards they provide.

Where a travel company that offers our planning experience has its own Google Analytics property, the events from that experience also go to that company's property, under the same answer; that company decides how long it keeps them.

Where our planning experience is embedded in a travel company's own website, we follow the choice you made in that website's cookie banner and do not ask again; if the website tells us nothing, we treat it as a no. Inside an embedded experience Google Analytics stores nothing on your device, and uses the identifier the travel company's own website already holds, where it passes it to us.

If you arrive at a planning experience through a partner's referral link, we store a short code identifying the referrer on your device, again only if you agree; until then it is held only for the page you are on. The code identifies the referrer, not you.

We do not use advertising or cross-site marketing technologies.

Changing your mind

Choose Cookie settings at the foot of any page of our website, or in its menu on a phone, and give a different answer; our planning experiences and workspace offer the same. If you withdraw your agreement, Google Analytics stops at once and we delete its cookies from your browser. Clearing your browser's cookies also clears your answer, and saying no changes nothing else about how the site works.

10. Legal Bases For UK / EEA Users

If UK GDPR or GDPR applies, we rely on one or more of the following legal bases:

performance of a contract, such as creating and operating your account and providing Tripcerto features
legitimate interests, such as improving the service, measuring website usage, preventing abuse, securing the platform, and communicating with users about service operations
consent, where we ask for it, including Google Analytics and storing a referral code on your device, neither of which we do until you say yes
compliance with legal obligations

Where you ask us to send your enquiry to a travel company or to specialists so they can reply to you, we rely on taking steps at your request and on your consent to that sharing.

When you ask for an information pack, we rely on taking steps at your request to send it, and on our legitimate interest in following up with a business that has asked about Tripcerto. You can ask us to stop following up at any time, and we will.

11. Retention

We retain different categories of personal information for different periods, depending on why we need the information and whether it remains part of an active account, plan, review, enquiry, or collaboration feature.

Account and profile records

We retain account credentials, profile details, and core account records while your account is active. If you delete your account, we generally delete or de-identify this information from active systems within 30 days, unless we need to retain it longer for security, fraud prevention, legal compliance, or dispute resolution. Encrypted or access-restricted backups may remain for up to 90 days before they are overwritten.

Trip plans, trip reviews, trip moments, chats, and other user content

We retain trip plans, reviews, moments, messages, prompts, and similar user-generated content while it remains in your account or in a shared plan, review, or collaboration space. If you delete this content, or if it is removed as part of account deletion, we generally remove it from active systems within 30 days. Content that is part of a shared plan, shared review, or conversation history may remain available to other participants until the shared item itself is deleted. Backups may persist for up to 90 days.

Uploaded media

We retain uploaded photos, videos, thumbnails, and related media metadata while the media remains attached to your account content. If media is deleted by you or as part of account deletion, we generally remove it from active systems within 30 days, subject to backups for up to 90 days and longer retention where reasonably necessary for abuse prevention, legal claims, or compliance.

A travel document you upload in our chat is read and not kept. What we read from it is deleted within hours, and what you add to your trip from it is kept with the conversation. A document uploaded in our workspace belongs to the travel company's own library there, and asking us to delete your information does not delete it: we remove the name of whoever uploaded it and tell the company.

Enquiries

An enquiry, meaning your contact details, the conversation and the trip summary, is kept for 24 months from when you sent it and then deleted, or sooner if you ask.

Information pack requests

A request for an information pack reaches us as an email, sent through Cloudflare, and is not stored on our website. We keep it, with the email address it came from, in our company email for 24 months from our last contact with you and then delete it, or sooner if you ask.

Planning conversations

If you plan a trip without an account, your conversations and what we recorded about your trip are deleted automatically once your anonymous session has gone 90 days without activity, unless you saved a plan: then they are kept, with the plan, until you ask us to delete them. If a conversation became an enquiry, the copy of it in the enquiry is kept as set out above.

Requests for a copy or deletion

When you ask for a copy of your information or for its deletion, we keep the record of that request, with the email address you gave, for 24 months after we complete it, as evidence that we did what you asked. A request you never confirm is deleted once its link has expired.

Analytics

Google Analytics keeps the events it receives for 14 months. Your answer to our analytics question is kept in the tc_consent cookie for 6 months.

Invitations, notifications, recommendation feedback, and operational interaction records

We generally retain invites, notification records, recommendation feedback, and similar operational interaction records for 24 months after creation or resolution, unless a longer retention period is reasonably necessary for security, fraud prevention, or legal claims.

Security, fraud-prevention, and technical logs

We keep technical and security logs for short, fixed periods: our application's event and error logs for 3 days, the request and platform logs our hosting and database providers keep for us for up to 7 days, and the counters we use to limit how often our services can be called, which are keyed to a network address or an account, for about 2 minutes. A diagnostic record of how our assistant produced a reply, which includes the conversation it answered, is deleted no more than 31 days after that conversation's last message, or with the conversation if that is sooner. The record of sign-ins, sign-outs, password resets and session refreshes that our authentication provider keeps in our database is kept for 90 days, and a person's entries in it are deleted sooner: within a day of their account being deleted, and when we delete their information at their request. It holds a registered account's email address and, occasionally, the network address a request came from; an anonymous visitor appears in it only as a random identifier.

Legal, compliance, and dispute records

Where necessary, we may retain relevant information for the duration of a legal claim, investigation, audit, enforcement matter, or compliance obligation, and for any additional period required or permitted by applicable law.

12. Your Rights

If UK data protection law applies to your use of Tripcerto, you may have rights to:

access the personal information we hold about you
ask us to correct inaccurate or incomplete personal information
ask us to delete personal information in some circumstances
ask us to restrict how we use personal information in some circumstances
object to certain processing
receive a copy of certain personal information in a portable format
withdraw consent where we rely on consent; for Google Analytics, use Cookie settings

To exercise rights, contact us at hello@tripcerto.com.

These rights are not absolute, and they may be limited in some situations under applicable law.

Getting a copy, or having it deleted

You can ask us for a copy of everything we hold about you, or ask us to delete it. You do not need an account.

Email us at hello@tripcerto.com with the email address you gave us, and we send a confirmation link to that address. The link lasts an hour and works once, and your request is carried out when you use it. We reply the same way whether or not we hold anything for that address, so that nobody can use this to find out whether someone else has used the service.

If you never gave us an email address, we cannot tell which conversations are yours. They are deleted as set out under Retention.

Deleting removes your conversations and their messages, your enquiry, what we recorded about the trip you were planning, any feedback you gave on recommendations, and the enquiry we sent to the travel company. It also deletes your account, if you have one, with your profile, your sign-in details and sessions, and what you made in it: plans, messages, moments, reviews, and uploaded photos and videos.

One thing we cannot delete for you. If your enquiry was already sent to a travel company, they hold their own copy and no action of ours can reach it. We will tell them you have asked for it to be deleted, and tell you that we have.

Complaints

If you think we have mishandled your personal information, tell us at hello@tripcerto.com. We acknowledge your complaint within 30 days, look into it without undue delay, and tell you what we found and what we have done about it. If it is about how a travel company whose planning experience you used handles your information, we pass it to that company and tell you we have.

You can also complain to the UK Information Commissioner's Office (ICO).

13. International Transfers

Your information may be processed in countries outside the United Kingdom.

Where we transfer personal information internationally, we will take steps designed to ensure it is protected appropriately under applicable law, including by using contractual safeguards where required.

14. Children

Tripcerto is not intended for children under 16.

We do not knowingly collect personal information from children under the applicable minimum age for the service. If you believe a child has provided personal information in violation of this policy, contact us at hello@tripcerto.com.

15. Security

We use technical and organisational measures designed to protect personal information. However, no system is perfectly secure, and we cannot guarantee absolute security.

16. Changes To This Policy

We may update this Privacy Policy from time to time. If we make material changes, we will provide notice as appropriate for the service and the law.

17. Contact

For questions or privacy requests, contact:

hello@tripcerto.com

TRIPCERTO LTD

Registered office: 118 Jellicoe Avenue, Alverstoke, Hampshire, United Kingdom, PO12 2PX