Frequently Asked Questions

At XperienceSthlm, your privacy is important to us. This policy describes how we collect, use, and protect your personal data in accordance with the Swedish Data Protection Act and the EU General Data Protection Regulation (GDPR).

Data Controller

XperienceSthlm, XperienceWonder AB
Org.nr:  559446-7580
Stockholm, Sweden
Email: hej@xperiencesthlm.com

What Personal Data We Collect

We collect and process the following categories of personal data:

• Name, email address, phone number, and payment details when you book a tour or event
• Preferences and feedback submitted via our forms, website, or email correspondence
• Technical information such as IP addresses, browser type, and website usage analytics

How We Use Your Information

Personal data is processed for the following purposes:

• Managing your bookings and providing our services
• Communicating with you about bookings, events, and company news
• Sending newsletters or marketing materials (only with your consent)
• Analysing and improving our services
• Meeting legal and regulatory requirements

Legal Basis for Processing

We process your data based on:

• Contractual necessity (e.g., fulfilling bookings)
• Consent (where applicable, such as newsletters)
• Legal obligations (e.g., accounting and tax)
• Legitimate interest (service improvement and communication)

Data Sharing

Your data is shared only with trusted third parties when necessary, such as:

• Payment processors and banks
• IT and booking system providers
• Partners and vendors supporting our services (under confidentiality agreements)
• Authorities where legally required

We do not sell your personal data.

International Data Transfers

If data is transferred outside the EEA, we ensure appropriate safeguards are in place in accordance with GDPR requirements.

Data Retention

We retain personal data only as long as necessary for the purposes stated or as required by law.

Your Rights

You have the right to:

• Access your personal data
• Correct inaccurate or incomplete data
• Request erasure (“the right to be forgotten”)
• Object to or restrict processing
• Withdraw consent (if processing is based on consent)
• Request data portability

To exercise these rights, please contact us via marketing@xperiencesthlm.com

Security

We use appropriate organizational and technical measures to protect your personal data from unauthorized access, loss, or alteration.

Changes to This Policy

We may update this policy to reflect changes in our practices or legal requirements. Updates will be posted on our website.

Contact

For questions or concerns about this policy or your data, contact us at marketing@xperiencesthlm.com . If you believe your rights have been violated, you can lodge a complaint with Integritetsskyddsmyndigheten (IMY), Sweden’s data protection authority.

•  If you book for less than 10 people, you will be added to a group composed of 2 to 10 guests max.
• If you want to book for more than 10 people, please book a Private Tour instead.

For any booking made through our website, down to 3 hours before the start of the experience, you may cancel or exchange (rebook to another date or time) free of charge.
 

• If you cancel within 3 hours ahead of the start of the experience, you will get a 50% partial refund.
• No refunds will be issued for cancellations made after the start of the experience.
• If you made a mistake and booked for the wrong date, you may request to change your booking to another day by contacting us via email at hej@xperiencesthlm.com

Unexpected circumstances:

• At any given point, if your booking is canceled from our side, due to dangerous weather or other unexpected circumstances, we will notify you by email and refund you fully.
• We have the right to cancel the booking if our minimum participation threshold is not met. In that case, we will notify you up to 12 hrs before the experience is meant to start and refund you fully.

Third-party booking platforms like TripAdvisor/Viator or Get Your Guide might have their own T&Cs and cancellation policies, so please always check the platform you booked through. 

Online or digital bookings are now open on our website, on TripAdvisor, Viator and Get Your Guide!

Booking directly through this website guarantees you the lowest price point, as then we don't have to pay commission fees for marketing through the third-party booking platforms aforementioned.

If you would like to book a private tour for a group larger than 10 people, please reach us at hej@xperiencesthlm.com with your booking request.

For any booking made through our website, down to 3 hours before the start of the experience, you may cancel or exchange (rebook to another date or time) free of charge.
 

• If you cancel within 3 hours ahead of the start of the experience, you will get a 50% partial refund.
• No refunds will be issued for cancellations made after the start of the experience.

In case of emergency or sickness, if it occurs within the 3 hours leading up to the experience starting or after it has begun, please reach us at hej@xperiencesthlm.com explaining your situation and we will evaluate each request individually.