Privacy Policy

Who we are

Tour Lab SpA (trading as Tour Lab Chile; "Tour Lab", "we"), Chilean tax ID (RUT) 77.907.025-5, Badajoz 100, Las Condes, Santiago, Chile. Privacy contact: hello@tourlabchile.com · WhatsApp +56 9 3131 9880.

What we collect and why

Booking requests and inquiry forms

On our tour pages, the Tour Lab Academic inquiry and the Academic sample-program download we receive what you enter: your name, email, WhatsApp number (the country code you pick also tells us your country), your preferred dates and whether they are flexible, the number of travelers, how you prefer us to reply (WhatsApp or email), and your message or notes. Academic forms may also ask for your institution, role, country, group size and program topic; the sample-program download asks only for your name, email, institution and role. We also record the page and language you were using, how you reached our site (see Cookies) and a request reference number. We use this to answer you, check availability, prepare a quote and follow up on your request.

Dietary needs and allergies are optional. We use them only to adapt your tour, and share them only with the people who serve your food that day.

Online bookings and payments

We receive your name, email, WhatsApp number (optional), pickup address (optional, on tours with pickup), notes, the tour, date and number of travelers, the payment option you chose, your language, and the page and campaign you came from. We use them to hold your seats, confirm the booking, send you booking emails and run your day.

Card payments are processed by Mercado Pago: you enter your card in Mercado Pago's secure card form (shown inside our booking page, or on Mercado Pago's own page). The card details go straight to Mercado Pago: they never pass through our systems, and we never receive your full card number. To identify your payment we give Mercado Pago the amount, the tour, the date, the number of travelers, your booking code, and your name and email. Mercado Pago tells us whether the payment was approved, the amount and its payment reference.

When you contact us directly

If you write to us by email or WhatsApp or call us, we receive what you send through that service.

Website analytics (Google Analytics 4)

We measure how the site is used: pages viewed, which buttons are clicked (for example "Check availability" or WhatsApp), how far a booking gets, device type, approximate location (as provided by Google) and how you arrived (search engine, social network, campaign). Our measurement does not send your name, email, phone number or the text you type to Google Analytics, and Google's automatic tracking of outgoing links is turned off. If analytics cookies were on during your visit, we may store Google Analytics' visit identifier with your booking and, once the booking is paid, report the purchase to Google Analytics (booking code, tour, number of travelers, amount and payment option; a refund if it is cancelled).

Consent. In the European Economic Area, the United Kingdom and Switzerland, analytics cookies are off until you accept them in the cookie banner. Elsewhere they are on by default and you can decline them; we remember your choice. While analytics is off, Google may still receive basic signals without cookies or identifiers (for example, that a page was viewed). You can change your choice at any time with the Cookie preferences link at the bottom of every page; declining stops new measurement and deletes the Google Analytics cookies already set on this site. Advertising storage is always off: we do not use advertising or remarketing pixels.

Services our pages connect to

Our pages load fonts from Google Fonts. Tour pages load live availability from our booking system on Google Apps Script, and forms and bookings are sent to it. In both cases Google's servers receive your IP address as part of the request.

Why we can use your data

• To answer your request and to plan and run your booking, because you asked us to (steps before and under our agreement with you).
• To keep booking and payment records that accounting and tax rules require.
• For analytics: your consent where the law requires it, otherwise our legitimate interest in understanding how the site is used and which channels bring travelers; you can decline at any time.
• To keep the site and our booking system working and secure.

Cookies and similar storage

• Google Analytics cookies (_ga, _ga_…): distinguish visits for statistics, only when analytics is allowed. They can last up to 2 years.
• Your cookie choice (tl_consent): remembers whether you accepted or declined.
• Your language (tl-lang): remembers English or Spanish.
• How you found us (tl_attr_first, tl_attr_last): the first and the latest referring site, landing page, time, campaign tags and ad-click identifiers (such as gclid or fbclid), attached to a request you send so we know which channels work. The first stays in your browser until you clear it; the latest lasts for your browsing session. They contain no name, email or phone number.
• A few short-lived session values (for example, to avoid counting the same payment confirmation twice, or to carry the date you picked into the booking form).

You can delete all of these at any time in your browser settings.

Who we share data with

• Google: Google Workspace and the Google accounts we use (Sheets, where requests and bookings are stored; Gmail and Apps Script, which send our notification and booking emails; Google Analytics; Google Fonts).
• Mercado Pago, for card payments.
• Hostinger, our website host. Like any web server, it receives technical request data such as IP addresses and keeps server logs under its own policies.
• WhatsApp (Meta), when you choose it to talk to us.
• Our AI assistant (Claude, by Anthropic), which helps us read and draft replies to your messages and manage requests and bookings. We review every reply before it is sent.
• The people who run your tour (our guides and that day's suppliers), only what they need: for example your name, number of travelers, pickup point or dietary needs.

We do not sell your personal information. Some of these providers process data on servers outside Chile, including in the United States, under their own terms and privacy commitments. If you follow a link to another website (for example WhatsApp, Instagram, Google Maps or Tripadvisor), that site's own privacy policy applies.

How long we keep data

• Requests that do not become a booking: deleted or anonymized 24 months after we receive them.
• Bookings and payment records: kept for 6 years after the date of your tour, for accounting and tax purposes, then deleted or anonymized.
• Our notification emails about a request or booking follow the same periods.
• Google Analytics keeps event data for 14 months.

Your rights

You can ask us to access, correct or delete your personal information, to object to or limit its use, to receive a copy in a portable format, or to withdraw your consent, by writing to hello@tourlabchile.com. We will answer within 30 days. If you are not satisfied with our answer you can complain to the competent data protection authority (in Chile, or in the European Economic Area, the United Kingdom or Switzerland if you live there).

Children

Our forms are meant for adults organising a trip, including teachers and program leaders for school and university groups. Bookings may include children traveling with an adult; we receive only what the adult who books tells us about them.

Changes and contact

If we change how we use personal information, we will update this page and its date. Questions: hello@tourlabchile.com · WhatsApp +56 9 3131 9880 · Tour Lab SpA, Badajoz 100, Las Condes, Santiago, Chile.