Privacy Policy

Last Updated: June 18, 2024

This Privacy Policy describes how Factour, Inc. and its affiliates ("we," "us," or "Factour"), process personal information in relation to your use of the Factour Platform. Depending on where you live and what you are doing on the Factour Platform, the supplemental privacy pages listed below may apply to you. Please follow the links and review the supplemental information describing how we process personal information for those regions and services.

1. PERSONAL INFORMATION WE COLLECT.

  • 1.1 Information Needed to Use the Factour Platform. We collect personal information about you when you use the Factour Platform. Without it, we may not be able to provide all services requested. This information includes:
    • 1.1.1 Contact, Account, and Profile Information. Such as your first name, last name, phone number, postal address, email address, date of birth, and profile photo, some of which will depend on the features you use.
    • 1.1.2 Identity Information. Where appropriate, we may ask you for an image of your government-issued ID (in accordance with applicable laws) or other verification information, and/or a selfie when we verify your ID. If a copy of your ID is provided to us, we will obtain information from your ID.
    • 1.1.3 Payment Information. Such as payment account or bank account information. If you are not a Factour user, we may receive payment information relating to you, such as when a Factour user provides your payment card to complete a tour.
  • 1.2 Information You Choose to Give Us. You can choose to provide us with additional personal information, including:
    • 1.2.1 Additional Profile Information. Such as gender, preferred language(s), city, and personal description.
    • 1.2.2 Information About Others. Such as a payment instrument or contact information belonging to another person. By providing us with personal information about others, you certify that you have permission to provide that information to Factour for the purposes described in this Privacy Policy and you have shared the Factour Privacy Policy with them.
    • 1.2.3 Biometric Information. Such as facial recognition data derived from photos and identification documents you submit for verification, where offered and with your consent where required by applicable law.
    • 1.2.4 Other Information. Such as when you fill in a form, add information to your account, respond to surveys, post to community forums, participate in promotions, communicate with Factour Support and other Members, import or manually enter address book contacts, provide your address and/or geolocation, or share your experience with us. This may include health information if you choose to share it with us.
  • 1.3 Information Automatically Collected by Using the Factour Platform and Our Payment Services. When you use the Factour Platform, we automatically collect certain information. This information may include:
    • 1.3.1 Geolocation Information. Such as precise or approximate location determined from your IP address, mobile or other device’s GPS, or other information you share with us, depending on your device settings.
    • 1.3.2 Usage Information. Such as searches for Agents, Tour Requests you have made, additional services you have added, timeslots and dates, the pages you’ve viewed or engaged with before or after using the Factour Platform, and other actions on the Factour Platform, including the pages or content you view and links you click to third-party applications. We may collect this information even if you haven’t created a Factour account or logged in.
    • 1.3.3 Device Information. Such as IP address, hardware and software information, device information, device event information, unique identifiers, crash data, and read receipts. We may collect this information even if you haven’t created a Factour account or logged in.
    • 1.3.4 Cookies and Similar Technologies
    • 1.3.5 Payment Transaction Information. Such as payment instrument used, date and time, payment amount, payment instrument expiration date and billing postcode, Stripe email address, IBAN information, your address, and other related transaction details.
  • 1.4 Information We Collect from Third Parties. We may collect personal information from other sources, such as:
    • 1.4.1 Third-Party Applications. If you choose to link, connect, or login to the Factour Platform with a third-party service, such as Google, Facebook, and WeChat, you direct the service to send us information such as your registration, friends list, and profile information as controlled by that service or as authorized by you via your privacy settings at that service. If you choose to connect a smart lock to your Factour account, we may collect information about the smart device, such as log or event information and device information.
    • 1.4.2 Background Information Providers. For Members in the United States, To the extent permitted by applicable laws, we may obtain, for example, reports of criminal records, sex offender registrations, and other information about you and/or your background.
    • 1.4.3 Complainants. If an Agent, Consumer, or any third party submits a complaint about you, we may receive information relating to the specific complaint made in order to understand and, where relevant, address the complaint.
    • 1.4.4 Financial Institutions. If you elect to pay with funds from your bank account, we may receive certain information from your financial institution, such as bank account details and account balance.
    • 1.4.5 Other Sources. To the extent permitted by applicable law, we may receive additional information about you, such as references, demographic data, and information to help detect fraud and safety issues from (i) third-party service providers, other third parties, and/or partners, or (ii) Members and any other individuals, entities, and authorities, and combine it with information we have about you. For example, we may receive background check results or fraud warnings from identity verification service providers for use in our fraud prevention, security investigation, and risk assessment efforts. We may receive information about you and your activities on and off the Factour Platform, including from users of Factour, members of the public, or governmental, public, or tax authorities, or about your experiences and interactions from our partners. We may receive health information including, but not limited to, health information related to contagious diseases.

2. HOW WE USE INFORMATION WE COLLECT.

We use personal information as outlined in this Privacy Policy.

  • 2.1 Provide, Improve, and Develop the Factour Platform. We may process this information to:
    • send you messages, updates, security alerts, and account notifications,
    • process, handle, or assess insurance claims or similar claims,
    • determine your country of residence based on automated review of your account information and your interactions with the Factour Platform,
    • personalize and customize your experience based on your interactions with the Factour Platform, your search and touring history, your profile information and preferences, and other content you submit, and
    • enable your use of our marketplace.
  • 2.2 Safeguard the Factour Platform and Community. We may process this information to:
    • study and combat discrimination,
    • detect, prevent, assess, and address fraud and security risks,
    • verify or authenticate information provided by you, including identity information,
    • conduct checks against databases and other information sources, including background checks,
    • comply with our legal obligations, protect the health and well-being of our Agents, Consumers, employees, and members of the public,
    • resolve disputes with our Members,
    • enforce our agreements with third parties,
    • determine eligibility for certain types of bookings,
    • comply with law, respond to legal requests, prevent harm, and protect our rights (see Comply with Law, Respond to Legal Requests, Prevent Harm, and Protect Our Rights),
    • enforce our Terms and other policies, and
    • assess or evaluate your interactions with the Factour Platform and information obtained from third parties.

In certain cases, automated processes, which analyze your account and activities on the Factour Platform as well as information in relation to activities on and off the Factour platform that can be associated with you, could restrict or suspend your access to the Factour Platform if such processes detect activity that may pose a safety or other risk to Factour, our community, or third parties. If you would like to challenge decisions based on automated processes, please contact us via the Contact Information section.

  • 2.3 Provide, Personalize, Measure, and Improve our Advertising and Marketing. We may process this information to:
    • send you promotional and marketing messages, and other information,
    • show, personalize, measure, and improve our advertising on advertising platforms,
    • administer referral programs, rewards, surveys, sweepstakes, contests, or other promotional activities or events sponsored or managed by Factour or its third-party partners,
    • analyze characteristics and preferences to send you promotional messages, marketing, advertising, and other information that we think might be of interest to you, and
    • invite you to events and relevant opportunities.
  • 2.4 Analyze and Share Your Communications. We may review, scan, or analyze your communications on the Factour Platform for reasons outlined in the "How We Use Information We Collect" section of this policy, including fraud prevention, security investigations, risk assessment, regulatory compliance, product development, research, analytics, enforcing our Terms of Service, and customer support purposes. In some cases, we may also scan, review, or analyze messages to debug, improve, and expand product offerings. We use automated methods where reasonably possible. Occasionally we may need to manually review communications, such as for fraud investigations and customer support, or to assess and improve the functionality of these automated tools. We will not review, scan, or analyze your messaging communications to send third-party marketing messages to you and we will not sell reviews or analyses of these communications. We may also share your communications as set out in the "Sharing and Disclosure" section.
  • 2.5 Provide Payment Services. Personal information is used to enable, or authorize third parties to use, Payment Services, such as to:
    • detect and prevent money laundering, fraud, abuse, and security incidents, as well as conduct risk assessments,
    • comply with legal and compliance obligations, such as anti-money laundering regulations and sanctions enforcement,
    • enforce the payment terms and other payment policies, and
    • provide and improve payment services.

3. SHARING AND DISCLOSURE.

  • 3.1 Who We Share With. We may share your information with:
    • 3.1.1 Other Members. To help facilitate bookings or other interactions between Members (who may be located in, or use service providers located in, jurisdictions with varying levels of data protection), we may share information in certain situations.
    • 3.1.2 Service Providers. We share personal information with affiliated and unaffiliated service providers (including their service providers) to help us run our business and for their compliance purposes, including those that help us: (i) verify your identity or authenticate your identification documents, (ii) check information against public databases, (iii) conduct background checks, fraud prevention, security investigations, and risk assessments, (iv) perform product development, maintenance, and debugging, (v) allow the provision of the Factour Services through third-party platforms and software tools, (vi) provide customer service, advertising, or payments services (Stripe Privacy Policy), (vii) offer additional services you select, (viii) process, handle, or assess insurance claims or similar claims, (ix) review, scan, and analyze communications on the Factour Platform for certain purposes, such as evidence of child exploitation, or (x) offer flexible payment plans and financing provided by a third-party credit provider see the Analyzing and Sharing Your Communications section for additional information. These providers are contractually bound to protect your personal information, have access to your personal information to perform these tasks, and may also disclose your information where required by law.
  • 3.2 Why We May Share Your Information. We may share your information in order to:
    • 3.2.1 Build Your Public Profile. Information you share publicly on the Factour Platform may be indexed through third-party search engines. In some cases, you may opt-out of this sharing in your account settings. We may make certain information publicly visible to others, such as:
      • your profile and account information and information derived from them,
      • Tour requests that include information such as the timeslots, or Tour’s approximate or precise location description, profile photo, aggregated demand information, and additional information you choose to share,
      • reviews, ratings, and other public feedback, and
      • content in a community or discussion forum, blog, or social media post, and content you make available to the public, including Tour details on third-party sites, platforms, and apps.
    • 3.2.2 Comply with Law, Respond to Legal Requests, Prevent Harm, and Protect Our Rights.
    • 3.2.2(i) Disclosure. We may disclose your information to courts, law enforcement, governmental or public authorities, tax authorities, authorized third parties, or other Members, if and to the extent we are required or permitted to do so by law or where disclosure is reasonably necessary to: (i) comply with our legal obligations, (ii) comply with a valid legal request, such as a subpoena or court order, or to respond to claims asserted against Factour, (iii) respond to a valid legal request relating to a criminal investigation to address alleged or suspected illegal activity, or to respond to or address any other activity that may expose us, you, or any other of our users to legal or regulatory liability, (iv) enforce and administer our agreements with Members, including our Terms of Service, and other policies, (v) respond to requests for or in connection with current or prospective legal claims or legal proceedings concerning Factour and/or third parties, in accordance with applicable law, or (vi) protect the rights, property or personal safety of Factour, its employees, its Members, or members of the public.
    • 3.2.2(i)(a) To Tax Authorities. Where legally required or permissible according to applicable law, we may disclose Agents’ and/or Consumers’ information to relevant tax authorities or other governmental agencies, depending on where you are based, for the purpose of the tax authorities’ determination of proper compliance with relevant tax obligations.
    • 3.2.2(ii) Notification. Where appropriate and/or legally required, we may notify Members about legal requests, unless: (i) providing notice is prohibited by the legal process itself, by court order we receive, or by applicable law, or (ii) we believe that providing notice would be futile, ineffective, create a risk of injury or bodily harm to an individual or group, or create or increase a risk of fraud upon or harm to Factour, our Members, or expose Factour to a claim of obstruction of justice.
    • 3.2.3 Effectuate Business Transfers. If Factour undertakes or is involved in any merger, acquisition, reorganization, sale of assets, bankruptcy, or insolvency event, then we may sell, transfer, or share some or all of our assets, including your information in connection with such transaction or in contemplation of such transaction, such as due diligence. In this event, we will notify you before your personal information is transferred and becomes subject to a different privacy policy.

4. THIRD-PARTY PARTNERS AND INTEGRATIONS.

  • 4.1 Linking Third-Party Services. You can link your Factour account with certain third-party services, such as social networks. When you direct the data sharing by creating this link:
    • some of the information provided to us from linking accounts may be published on your public profile,
    • information you provide to us from the linking of your accounts may be stored, processed, and transmitted for fraud prevention, security investigations, and risk assessment purposes,
    • we share information about your reservation with third-party travel partners and reward programs, and
    • publication and display of information that you provide to the Factour Platform through this linkage is subject to your settings and authorizations on the Factour Platform and the third-party service.
  • 4.2 Third-Party Service Terms. Parts of Factour may link to third-party services. Factour does not own or control these third parties. When you interact with these third parties and choose to use their service, you are providing your information to them. Your use of these services is subject to the privacy policies of those providers, including Google Maps/Earth Additional Terms of Use, Google Privacy Policy (see here for more information on how Google uses information) and Stripe Privacy Policy.

5. YOUR RIGHTS.

You can exercise any of the rights described in this section consistent with applicable law. We may ask you to verify your identity and request before taking further action on your request.

  • 5.1 Managing Your Information. You can access and update some of your personal information through your Account settings. you are responsible for keeping your personal information up to date.
  • 5.2 Access and Portability. In some jurisdictions, applicable law may entitle you to request certain copies of your personal information or information about how we handle your personal information, request copies of personal information that you have provided to us in a structured, commonly used, and machine-readable format, and/or request that we transmit this information to another service provider, where technically feasible.
  • 5.3 Erasure. In some jurisdictions, you can request that your personal information be deleted. Please note that if you request deletion of your personal information, or if your account is suspended, terminated, or voluntarily closed:
    • 5.3.1 Legitimate Business Interests. We may retain your personal information as necessary for our legitimate business interests, such as prevention of money laundering, fraud detection and prevention, and enhancing safety. For example, if we suspend a Factour Account for fraud or safety reasons, we may retain information from that Factour Account to prevent that Member from opening a new Factour Account in the future.
    • 5.3.2 Legal, Tax, Reporting, and Auditing Obligations. We may retain and use your personal information to the extent necessary to comply with our legal, tax, reporting, and auditing obligations.
    • 5.3.3 Shared Information. Information you have shared with others, such as Reviews and forum postings, may continue to be publicly visible on Factour, even after your Factour Account is canceled.
    • 5.3.4 Residual Copies. Because we take measures to protect data from accidental or malicious loss and destruction, residual copies of your personal information may not be removed from our backup systems for a limited period of time.

6. SECURITY.

While no organization can guarantee perfect security, we are continuously implementing and updating administrative, technical, and physical security measures to help protect your information against unlawful or unauthorized access, loss, destruction, or alteration.

7. CHANGES TO THIS PRIVACY POLICY.

We reserve the right to modify this Privacy Policy at any time in accordance with applicable law. If we do so, we will post the revised Privacy Policy and update the "Last Updated" date at the top. In case of material changes, we will also provide you with notice of the modification by email at least thirty (30) days before the effective date. If you disagree with the revised Privacy Policy, you can cancel your Account. If you do not cancel your Account before the date the revised Privacy Policy becomes effective, your continued access to or use of the Factour Platform will be subject to the revised Privacy Policy.

8. CONTACT INFORMATION.

For questions or complaints about this Privacy Policy or Factour’s handling of personal information contact Factour by emailing us at help@factour.com.

9. DEFINITIONS.

Undefined terms in this Privacy Policy have the same definition as in our Terms of Service ("Terms").