Privacy Policy

Last updated: February 2026

At BalkanBook, we take your privacy seriously. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our platform. Please read this policy carefully. By using BalkanBook, you consent to the data practices described in this policy.

1. What Data We Collect

We collect information that you provide directly to us when you create an account, set up your agency profile, or interact with our platform. This includes your name, email address, phone number, company name, and billing information. When you use BalkanBook to manage bookings, we also process booking data such as customer names, contact details, activity selections, dates, party sizes, and payment amounts.

We automatically collect certain technical information when you visit our website or use our platform. This includes your IP address, browser type, operating system, referring URLs, pages viewed, and the dates and times of your visits. We use cookies and similar tracking technologies to collect this usage analytics data to improve our services.

For agencies using our booking pages, we collect information from end customers (tourists) who make bookings through your BalkanBook-powered pages. This data is processed on behalf of the agency, who acts as the data controller for their customer data.

2. How We Use Your Data

We use the information we collect primarily to provide, maintain, and improve the BalkanBook platform. This includes processing bookings, sending confirmation emails, managing payments through integrated payment processors, and generating reports and analytics for your agency dashboard.

We may also use your information to communicate with you about your account, respond to your inquiries, send you important service updates, and provide customer support. With your consent, we may send you marketing communications about new features, tips for growing your tourism business, and industry news. You can opt out of marketing emails at any time.

We use anonymized and aggregated data to analyze trends, monitor platform performance, and improve our services. This data cannot be used to identify individual users.

3. Data Sharing and Third Parties

We share your payment information with the payment processors you have configured for your agency, such as Monri, WSPay, CorvusPay, or NestPay. These processors handle your payment data in accordance with their own privacy policies and PCI DSS standards. We do not store full credit card numbers on our servers.

We use analytics services to help us understand how our platform is used. These services may collect information about your use of our platform and report it to us in aggregate form. We may also share data with email delivery services (for transactional and marketing emails) and infrastructure providers who host our platform.

We do not sell, rent, or trade your personal information to third parties for their marketing purposes. We may disclose your information if required by law, regulation, legal process, or governmental request, or to protect the rights, safety, or property of BalkanBook, our users, or the public.

4. Cookie Policy

We use cookies and similar technologies on our platform. Essential cookies are necessary for the platform to function properly and cannot be disabled. These include session cookies for authentication and security tokens.

Analytics cookies help us understand how visitors interact with our platform by collecting and reporting information anonymously. Preference cookies enable the platform to remember your settings, such as your preferred language and theme (light/dark mode).

You can control cookie preferences through your browser settings. Disabling essential cookies may affect the functionality of the platform. We do not use cookies for third-party advertising.

5. Data Retention

We retain your account data for as long as your account is active and you continue to use our services. If you delete your account, we will remove your personal data within 30 days of your deletion request. Certain data may be retained longer if required by law (such as financial records for tax compliance) or if necessary to resolve disputes.

Booking data associated with your agency is retained for the duration of your active account. Upon account deletion, this data is anonymized or deleted within 30 days. Backup copies may persist for up to 90 days before being purged from our systems.

6. Your Rights

Under the General Data Protection Regulation (GDPR) and applicable Balkan data protection laws, you have the following rights regarding your personal data:

  • Right of Access: You can request a copy of the personal data we hold about you.
  • Right to Rectification: You can request that we correct any inaccurate or incomplete personal data.
  • Right to Erasure: You can request that we delete your personal data, subject to legal retention requirements.
  • Right to Data Portability: You can request your data in a structured, machine-readable format (CSV or JSON) for transfer to another service.
  • Right to Restriction: You can request that we restrict the processing of your personal data in certain circumstances.
  • Right to Object: You can object to the processing of your personal data for direct marketing purposes at any time.

To exercise any of these rights, please contact us using the information below. We will respond to your request within 30 days.

7. Contact for Data Requests

If you have questions about this Privacy Policy, want to exercise your data rights, or have concerns about how your data is being handled, please contact our Data Protection team:

Email: privacy@balkanbook.com
Address: BalkanBook d.o.o., Podgorica, Montenegro

If you are not satisfied with our response, you have the right to lodge a complaint with the relevant data protection authority in your country.