Customer Privacy Policy

My Lisbon Holidays is committed to protecting the personal data of its clients and visitors. This Privacy Policy explains what personal data we collect, why we collect it, how we use it, who we share it with, and what rights you have. It applies to bookings made through our website (www.mylisbonholidays.com), by email, by phone, or through our operator partners (Evaneos, Lonely Planet, Rough Guides).

1. Data controller

The data controller is FPN, Lda (trading as My Lisbon Holidays), with registered office in Lisbon, Portugal. Contact for all privacy matters: joel@mylisbonholidays.com or myinfo@mylisbonholidays.com.

2. Legal framework

EU General Data Protection Regulation — GDPR / Regulation (EU) 2016/679.

Portuguese implementing law — Lei n.º 58/2019, de 8 de agosto.

Portuguese consumer protection legislation applicable to tourism services.

3. What personal data we collect

We only collect data that is necessary to design, deliver, and follow up on your trip. Specifically:

Identification and contact: full name, email address, telephone number, country of residence.

Trip information: travel dates, party composition (adults, children, ages where relevant), dietary restrictions, mobility or accessibility needs, trip preferences, special occasions.

Payment information: handled by Evaneos, Lonely Planet, Rough Guides, or a regulated payment processor. MLH does not store credit-card data.

Communication history: emails, messages, and call notes exchanged with you in the context of your trip.

Post-trip feedback: reviews, satisfaction surveys, and complaints.

We do not collect or retain identification documents (passport, ID card, driver's licence). Where such documents are legally required (e.g. hotel check-in, car rental), they are presented by the traveller directly to the supplier and are not held in MLH systems.

4. Why we collect it (lawful basis)

Performance of a contract: to design your itinerary, book and brief suppliers (accommodations, guides, transport, activities), and deliver the trip you have booked.

Legal obligation: Portuguese tax and accounting law requires us to retain certain booking and invoicing records. Identification data required by accommodation or transport suppliers is handled at the point of service (check-in, vehicle pick-up) and not retained by MLH.

Legitimate interest: follow-up communications after your trip, service improvement, internal quality monitoring, and complaint handling. MLH does not operate a marketing newsletter and does not send unsolicited promotional emails.

5. Who we share your data with

We only share data with parties strictly necessary to deliver your trip:

Accommodation providers (hotels, guest houses) — name, dates of stay, and any specific requirements communicated by the traveller. Identification documents required at check-in are handled directly between the traveller and the supplier and are not held by MLH.

Transport providers (drivers, car rental, transfer companies) — name, pick-up details, and special requirements.

Guides and activity operators — first name, number of travellers, language, and any relevant restrictions.

Operator partners (Evaneos, Lonely Planet, Rough Guides) — for bookings originated on their platforms, in accordance with their own privacy policies.

Authorities when required by law (e.g. tax authority, judicial requests).

We never sell personal data and we never share it for advertising purposes.

6. International transfers

All processing takes place within the European Economic Area (EEA). Where a third-party tool we use (e.g. email infrastructure) involves transfers outside the EEA, those transfers are covered by the EU Commission's Standard Contractual Clauses or an adequacy decision.

7. How long we keep your data

Trip files (proposals, roadbooks, supplier correspondence): up to 10 years after the end of the trip, to comply with Portuguese accounting and tax obligations.

Email exchanges: retained for ongoing client relationship management; you may request earlier deletion at any time.

8. Your rights

Under GDPR you have the right to:

Access the personal data we hold about you;

Request correction of inaccurate or incomplete data;

Request erasure of your data (subject to our legal retention obligations);

Restrict or object to certain processing;

Receive your data in a portable format;

Lodge a complaint with the Portuguese Data Protection Authority (CNPD — Comissão Nacional de Proteção de Dados, www.cnpd.pt).

To exercise any of these rights, write to joel@mylisbonholidays.com. We aim to respond within 30 days.

9. Security

We apply reasonable technical and organisational measures to protect personal data, including: access control (password-protected systems and devices), encryption in transit (HTTPS for the website, encrypted email where available), limited internal access on a need-to-know basis, and supplier agreements that require equivalent protection. All MLH collaborators are bound by confidentiality.

10. Cookies and website

The MLH website (www.mylisbonholidays.com) uses only essential cookies necessary for the site to function. We do not use third-party advertising cookies or cross-site tracking. Embedded social-media buttons (Facebook, Instagram, Tripadvisor) link to those platforms and are governed by their own privacy policies.

11. Changes to this policy

We may update this Privacy Policy from time to time. The version number and date at the top of the document indicate when it was last updated. Material changes will be communicated to active clients by email.

12. Contact

For any question about this Privacy Policy or about your personal data, please contact: joel@mylisbonholidays.com · myinfo@mylisbonholidays.com · www.mylisbonholidays.com.