Privacy Policy

Who we are

Pellegrino Travel is run by Stamena DOO. The company is responsible for the customer information collected on this website. Our address is Orjenski bataljon 25, Herceg Novi, Montenegro.

For questions about your information, or to make a privacy request, email [email protected].

What we collect

When you send an inquiry, we collect your name, message and contact details. We also receive the trip or service you ask about. Business and group inquiries may include a company name, group size, dates and preferences.

When you book, we collect your name, email, phone number, trip, number of adults and children, equipment choices and any note you add. We keep the booking reference, price, payment status and transaction reference.

Card payments also require a billing address, city, postcode and country. Enter card details only on the payment page. Do not send card numbers, security codes, passport details or medical information through forms or chat.

Why we need it

We use these details to answer you, prepare offers, arrange your booking, take payment and handle cancellations or refunds. This lets us take the steps you request before booking and carry out your booking contract.

We may also need records to meet legal duties, such as accounting rules. We have a legitimate interest in keeping the website safe and working, while respecting your privacy rights.

Chat is optional and needs your consent. Accepting booking terms does not mean agreeing to chat or marketing.

What you can choose

Without the details needed for an inquiry, booking or payment, we may not be able to help. You can browse and book without using chat or adding an optional note.

If you share someone else’s information, make sure you have permission or another valid reason, and show them this notice. For children, the booking form asks how many are travelling. It does not create child accounts.

Who receives your information

Bankart handles card payments. It receives your email, phone number, billing details, amount and transaction information. You enter card details on its payment page. Our website does not collect or store your full card number or security code.

When staff email notifications are enabled, Resend sends them. These emails can contain your name and a short summary of your inquiry or booking. Copies also remain in the staff mailbox.

The website’s main server is hosted by Oracle Cloud in Frankfurt, Germany. People who maintain the website and its backups can access stored data when needed to run the service. Resend and Chatway process information through their own services, separately from this server.

Chat is your choice

Chatway starts only when you enable it. Pellegrino manages the account and uses it for live support. AI replies and visitor-tracking features are switched off. Chatway can still use cookies and browser storage, and receive technical details such as your IP address and browser information, along with messages and contact details you share.

Use Privacy settings at the bottom of the page to turn chat on or off. When chat is off, the floating blocked-chat button opens the same settings. Turning active chat off reloads the page to stop it. We also try to clear Chatway data stored on your device that this website can access.

Turning chat off does not delete past conversations or cookies on Chatway’s own website. Email us to request deletion of conversation data.

What stays in your browser

We remember your chat choice for six months. If the browser cannot save it, a cookie may keep chat off for up to six months. Clearing website data or changing browsers may mean choosing again.

The payment-status page keeps a temporary access code in your browser tab so you can check payment and get your booking confirmation. It normally disappears when you close that tab.

Staff login uses a necessary cookie that lasts seven days and can be renewed. Chatway uses its own cookies and storage after you enable it. Their lifetimes, and how long chats are kept, are separate from your six-month chat choice.

How long we keep it

Inquiry, booking and payment records are kept in the website database. They are not currently deleted automatically. Copies may also remain in emails, provider systems and backups.

You can ask us to delete your personal information. We cannot delete records that we are legally required to keep, such as certain accounting records. We will explain when this applies to your request.

Your choices and rights

You can ask to see, correct or delete your information. You can also ask us to limit its use, object to its use, or provide an electronic copy you can use elsewhere. You can withdraw chat consent at any time. This does not change whether earlier use was lawful.

Email us using the address above. We may ask you to confirm your identity before sharing or changing personal information. If we cannot fulfil a request, we will explain why.

You can complain to Montenegro’s privacy regulator, the Agency for Personal Data Protection and Free Access to Information, AZLP.

Security and other websites

Staff must log in to access website administration. Card details are entered with the payment provider. Technical logs help us investigate problems and protect the website.

Social media, maps and other linked websites have their own privacy rules. Read them before sharing information there.

When this notice changes

We update this notice when how we use information changes. The date at the top shows the latest update.