Privacy Policy

Who this covers

It covers two different groups of people, and each section says which it applies to.

• Travellers who browse and book tours on myproguide.com.
• Guides who work with us and use the MyProGuide Guide app (com.myproguide.guide, iOS and Android).

Who we are

MyProGuide is a tour operator selling guided tours and activities through myproguide.com and its local teams. Tours are delivered by licensed guides contracted by our local operating entity in each country. Those local entities process the same data for the tours they run.

Questions about this policy, or any request about your data: support@myproguide.com

Account and sign-in (everyone)

When you create an account we store your name, your email address, and — if you sign in with Google or Apple — the account identifier that provider gives us. We never receive your Google or Apple password.

We use this to identify you, keep you signed in, and contact you about bookings or assignments.

Booking details (travellers)

When you book we store the traveller details you enter, your booking history, and the voucher issued to you. Card details are entered directly with Stripe, our payment provider, and are never stored on our servers.

Traveller details are shared with the local operating entity and with the guide assigned to your tour, because they cannot run the tour without them. Insurance cover depends on their accuracy.

Guide profile and work records (guides)

For guides we store your profile (name, contact details, languages, licences and CV), the tours you are assigned to, your availability, your attendance and check-in records, your expense claims, and team chat messages.

This is the operational record of the work — it is how tours get dispatched, how attendance is confirmed, and how you get paid.

Location — Guide app only

The Guide app uses location in two separate ways. Both use foreground location only. The app does not track your location in the background, and collects no location at all when it is closed.

1. Live location sharing — you turn it on. When you switch sharing on for a tour, the app sends your position while the app is open, so travellers on that tour can see where you are. The switch is your decision: it stays on until you turn it off, and turning it off stops the sharing. Travellers are shown your last known position together with the time it was recorded — we never claim you are somewhere you are not.

2. Check-in location — one reading. When you check in at a stop, the app takes a single position reading and attaches it to that check-in, so the operations team can confirm the tour ran where it was meant to. If the reading fails — permission denied, indoors, no signal — the check-in still goes through without it. Location is never a condition of checking in.

Camera and photos — Guide app only

The app uses the camera and your photo library so you can photograph a receipt for an expense claim, and send photos in team chat. We access only the images you capture or choose. The app does not scan your photo library.

Notifications

If you allow notifications, the app registers a device token with our servers so we can send you dispatch changes, chat messages and reminders. The token identifies the device, not you personally, and it is removed when you sign out or disable notifications.

You can switch individual notification types off in the app's settings, or all of them in your device settings.

Diagnostics and crash reports

We use Sentry to record crashes and errors so we can fix them. Crash reporting is configured not to attach your IP address or email address automatically. After you sign in we attach your account identifier, so we can tell whether a crash affected one person or everyone.

Stored on your device

The app keeps your session in the device's secure storage (iOS Keychain / Android Keystore) so you do not have to sign in every time, and caches recent data so it still works on a poor connection. Signing out clears the session.

Who we share data with

We do not sell your personal data.

The Guide app contains no advertising or tracking SDKs. Nothing in it profiles you, and nothing in it reports your behaviour to an advertiser.

The website is different — the "Cookies and analytics" section below sets out exactly what runs there and how to turn it off.

We share it only with:

• Our local operating entities, and the guide assigned to a tour — to run the tour you booked.
• Google — sign-in, if you use it, and Firebase Cloud Messaging, which delivers notifications to your device.
• Apple — sign-in, if you use Sign in with Apple.
• Supabase — the database and authentication platform our services run on.
• Sentry — crash and error reports.
• Stripe — our payment provider, for taking payment and processing refunds. Card details go to Stripe directly and never reach our servers.
• Each of these processes data on our instructions, for the purpose listed above and for nothing else. We will also disclose data where the law requires it.

Cookies and analytics (website)

This section is about the myproguide.com website. It does not apply to the Guide app, which contains none of these tools.

Beyond the cookies needed to keep you signed in and to hold your cart, the website loads:

• Google Analytics (run by Google) — counts visits and shows which pages people use.
• Hotjar (run by Hotjar Ltd) — records how pages are used: clicks, scrolling, heatmaps, so we can improve them.
• Meta Pixel (run by Meta) — measures which ads brought people to the site, and lets us show our ads again to people who visited.
• Google advertising tags (run by Google) — the same, for advertising run through Google.
• Gorgias (run by Gorgias) — the support chat widget, so we can answer your questions.

Opting out of the advertising tools

The Meta and Google advertising tools mean a record of your visit is shared with those companies, and may be used to show you our ads on other sites. If you would rather that did not happen, you can:

• Use your browser's tracking-protection settings, or block third-party cookies.
• Opt out through Meta's and Google's own ad settings, which control this across every site that uses them.
• Hotjar recordings capture what you click and where you scroll. They do not capture what you type into password fields or payment fields.

Newsletter

If you enter your email address in the newsletter form, we use it to send you the newsletter and nothing else. Every newsletter contains an unsubscribe link, and unsubscribing removes your address from the list. Subscribing does not create an account.

Keeping it, and deleting it

We keep booking and financial records for five years from the date of the tour — or longer, if the tax and accounting law of the country the tour ran in requires it. We keep account data for as long as your account is open.

You can ask us to delete your account and your personal data at any time: email support@myproguide.com. We will delete everything we are not legally required to keep, and tell you what remains and why.

Guides: some records — attendance, expenses, payments — are part of the operational and financial history of a tour and are retained after an account closes, because they are the evidence behind work that was paid for.

Your rights

Depending on where you live, you can ask us to:

• Give you a copy of the data we hold about you.
• Correct anything that is wrong.
• Delete your data.
• Stop or limit a particular use of it.
• Email support@myproguide.com. We answer within 30 days. We will not charge you, and we will not ask you to justify the request.
• If you have live location sharing switched on, you can withdraw it at any time by turning the switch off — you do not need to email anyone.

Security

Data is transmitted over encrypted connections. Sessions are held in the device's secure storage. Access to production data inside MyProGuide is limited to the people who need it to run tours and support customers.

Children

Our services are not directed at children under 16 and we do not knowingly collect their data. Where a child travels on a booking, their details are given to us by the adult who made the booking.

International transfers

We operate in several countries across Asia and beyond. Your data may be processed in a country other than the one you live in — including by the local operating entity running your tour. Where we transfer data internationally, we do so under the safeguards the applicable law requires.

Changes to this policy

We may update this policy. The date at the top shows when it last changed. If a change materially affects how we use data you have already given us, we will tell you before it takes effect.

Contact

Questions, requests or complaints about your data: support@myproguide.com