Privacy Policy

Waterside Hideaways Privacy Policy

Last updated – 3^rd August 2023

A Summary of Our Privacy Policy

· We take your privacy very seriously and we never sell your personal data to third parties.

· We use cookies on this website to make our website work correctly and to analyse traffic but you can choose whether to accept these cookies.

· We only use the details you give us to either process your booking, reply to a question you have sent us, analyse our website traffic or processes (all data will be anonymised) or to send you newsletters or marketing emails from us but only if you have fully and happily consented.

· We will delete your details after a period of 7 years, except to keep records for our accounts or for legal purposes.

· You can contact us to ask what information we have on you and ask for either some or all of the data to be deleted.

Please read our full privacy policy below

Waterside Hideaways are committed to protecting the privacy and security of your personal data. This Privacy Policy describes how we collect, use and look after your personal data when you visit our website (regardless of where you visit it from), including when you book a holiday, sign up to our services, join our mailing lists or sign up to our newsletter. It also tells you about your rights and how the law protects you.

1.Who are Waterside Hideaways

Cre8tors Limited trading as Waterside Hideaways is an England based limited company of 2 St Leonards Close, Bidgnorth, Shropshire, WV16 4EJ referred to as “Waterside Hideaways” “we”, “us” or “our” in this privacy notice) is the primary data controller in relation to your personal data. This means that we are responsible for your personal data.

If you have any questions about this Privacy Policy, including any requests to exercise your legal rights, please contact us in writing, either by:

Email: customerservice@watersidehideaways.co.uk

Post: Waterside Hideaways (Cre8tors Limited) 2 St Leonards Close, Bridgnorth, Shropshire, WV16 4EJ

You have the right to make a complaint at any time to the ICO (Information Commissioner’s Office (ICO)). However we would really appreciate the chance to deal with your concerns before you make a complaint so please contact us in the first instance.

2. Updates

We keep our Privacy Policy under review and any changes will be made by updating this page. This Privacy Policy was last updated on 1^st March 2023.

Your duty to inform us of changes

It is important that the personal data we hold about you is accurate and current, therefore please keep us informed of any changes to your personal data.

Third-party links

Our website may include links to and from third-party websites, plug-ins and applications, these perform essential tasks integral to the running and maintenance of the website. By clicking on these links or enabling connections you may be allowing third parties to collect or share your personal data. We have no control over these third-party websites, plug-ins or applications and are not responsible for their privacy policies, therefore you should also read their privacy policies to understand what personal data they collect about you and how they use it.

3. The data we collect

The personal data we collect might include:

· Name

· Address

· Email address

· Telephone number

· Your bank details – We do not see or collect your bank details when you pay the money into our bank account, only your account name – statements regarding your payment are only kept for our financial and legal records. However we will require your bank details if we need to refund you money for any reason but these details will only be used for the purpose of refunding your money and for the purposes of complying with our legal and financial records and responsibilities.

· Booking information

· Information gathered from cookies while using our website.

Part 1 of Schedule 1 lists the types of personal data that we may process. We will only collect special categories of personal data where this is provided by you or on your behalf and you or the person providing the information on your behalf have specifically requested that we process the same in order to ensure any specific requirements you have can be catered for.

We also use aggregated data but only from sources such as Independent Cottages or if you have interacted with us on social media. However, if we combine aggregated data with your personal data so that it can directly or indirectly identify you, we treat this as personal data.

We do not collect any information about criminal convictions and offences.

Failure to provide personal data

If we are required by law, or under the terms of a contract we have with you, to collect your personal data and you fail to provide it, we may not be able to enter into or perform the contract with you and, we may have to cancel your booking and/or our service to you. We will notify you of this at the relevant time.

Sensitive data we do not and will never collect:

§ Racial or ethnic origin

§ Health, biometric or genetic data

§ Religious or philosophical information

§ Political opinions or history

§ Criminal convictions

§ Sexual orientation

§ Trade union membership

4. How personal data is collected

We collect personal data in the following ways:

Direct interactions	Personal data may be provided by you or on your behalf as part of our booking journey, or otherwise in connection with a booking by the lead guest. You may also provide personal data (including identity, contact and financial data) when you complete online forms, request products/services, join our mailing lists, take satisfaction surveys, provide feedback or otherwise or correspond with us (by post, phone or email).
Automated technology	We automatically collect personal data (technical and usage) when you browse or interact with our website, by using cookies, server logs and other similar technologies. We may also receive technical data and usage data about you if you visit other websites which use our cookies. More information concerning our use of cookies is available in our cookie policy which can be accessed via our website.
Publicly available sources	We may collect personal data from publicly availably sources such as TripAdvisor and Trustpilot.
Third parties	We may receive personal data from: (a) analytics providers based outside the EU (such as Google); (b) advertising networks who may be based outside the EU (such as Facebook); and (c) search information providers such as Google based outside the EU; (d) our suppliers such as payment providers, delivery services, website support, maintenance providers and telemarketing companies; (e) data brokers or aggregators based inside the EEA; (f) third party booking platforms such as Independent Cottages.

5. How we use personal data

We will only use personal data when the law allows us to. We will only use your personal data:

to perform the contract we are to enter into or have entered into with you;
to comply with a legal obligation; and
where it is necessary to carry out our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.

We will never share, sell or give out your personal data unless required by law or to perform an essential task associated with your booking with us.

Part 2 of Schedule 1 sets out the lawful basis we will rely on to process your personal data.

Please note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your information.

Change of purpose

We will only use your personal data for the purpose that we originally collected it for, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose.

If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to use your personal data in this manner.

We may process your personal data (without your knowledge or consent) where this is required or permitted by law.

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly. More information concerning our use of cookies is available in our cookies policy which can be accessed via our website.

6. Disclosure of your personal data

We may have to share your personal data with Third Parties set out in Part 4 of Schedule 1. We require all Third Parties to respect the security of your personal data and to treat it in accordance with the law. Such Third Parties can only process your personal data for specified purposes and in accordance with our instructions.

7. International transfers

Many of our external third parties (such as Facebook, Google etc) are based outside the EEA so their processing of your personal data will involve a transfer of data outside the EEA.

Whenever we transfer your personal data out of the EEA, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:

we will only transfer your personal data to countries that have been deemed to provide an adequate level of protection for personal data by the European Commission;
we use specific contracts approved by the European Commission which give personal data the same protection it has in Europe with our services providers;
we may transfer data to US based service providers under the Privacy Shield which requires them to provide similar protection to personal data shared between the Europe and the US.

8. Data security

We operate appropriate security measures to prevent personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. Access to your personal data is restricted to individuals who have a business need to know it, are under confidentiality obligations and can only process it on our instructions.

We also have procedures in place to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

9. Retaining Data

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.

We may update our data retention practices from time to time. Please contact us if you require further details of this. We are required to keep basic information about our customers and clients (including contact, identity, financial and transaction data) for six years after the end of the tax year in which they cease being customers or clients, for tax purposes.

10. Your legal rights

Your legal rights in relation to your personal data are set out in Part 3 of Schedule 1. If you wish to exercise any of your rights, please contact us.

You will not have to pay a fee to exercise any of your rights, unless your request is unfounded, repetitive or excessive. Where this is the case, we may charge a reasonable fee for information or refuse to comply with your request.

We may ask you to provide further information to help us confirm your identity. This is a security measure to ensure that personal data is not disclosed to any person who does not have the right to receive it.

We aim to respond to requests within one month. If your request is particularly complex or you have made a number of requests it may take us longer to respond and in this case, we will notify you and keep you updated.

Schedule 1

Part 1 – Types of personal data

Contact data	Billing address, delivery address, holiday property address, email address and telephone numbers.
Financial data	Bank account details
Identity data	First name, maiden name, last name, username, title, date of birth, gender.
Marketing and communication data	Your preferences in receiving any future newsletter from us and your communication preferences.
Profile data	Bookings made by you, feedback and survey responses.
Usage data	Information about how you use our website, products and services including your browsing actions and patterns on our website (which helps us to improve our website and personalise marketing).
Technical data	Internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access our website.
Transaction data	Details about payments to and from you and other details of products and services you have purchased from us.

Part 2 – Lawful basis for processing and processing activities 7

The lawful basis upon which we may rely to process your personal data are:

Consent	You have given your express consent for us to process your personal data for a specific purpose.
Contract	The processing is necessary for us to perform our contractual obligations with you under our contract, or because you have asked us to take specific steps before entering into a contract with you.
Legal obligation	The processing is necessary for us to comply with legal or regulatory obligation.
Legitimate interests	The processing is necessary for our or a third party’s legitimate interest e.g. in order for us to provide the best service to you via our website. Before we process your personal data on this basis we make sure we consider and balance any potential impact on you, and we will not use your personal data on this basis where such impact outweighs our interest.

Set out below are specific details of the processing activities we undertake with your personal data and the lawful basis for doing this.

Purpose/Activity	Type of data	Lawful basis for processing
To register you as a new customer/client	Identity, contact	To perform our contract with you.
To process manage and deliver your holiday booking and to manage payments, collections, fees and charges and debt recovery.	Identity, contact, financial, transaction, profile	To perform our contract with you. As necessary for our legitimate interest in recovering debts due to us.
To manage our relationship with you, notify you about changes to our Terms or Privacy Policy and ask you to leave a review or complete a customer or client satisfaction survey.	Identity, contact, profile, usage and marketing & communications	To perform our contract with you. As necessary to comply with a legal obligation. As necessary for our legitimate interests in keeping our records updated and analysing how customers/clients use our services.
To administer and protect our business and this website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data).	Identity, contact & technical	As necessary for our legitimate interests in running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise. As necessary to comply with any legal obligations.
To use data analytics to improve our website, holiday offerings, services and customer and client relationships and experiences.	Technical & usage	As necessary for our legitimate interests to define types of customers for our holidays and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy

Part 3 – Your legal rights

You have the following legal rights in relation to your personal data:

Access your data	You can ask for access to and a copy of your personal data and can check we are lawfully processing it.
Correction	You can ask us to correct any incomplete or inaccurate personal data we hold about you.
Erasure	You can ask us to delete or remove your personal data where: (a) there is no good reason for us continuing to process it; (b) you have successfully exercised your right to object (see below); (c) we may have processed your information unlawfully; or (d) we are required to erase your personal data to comply with local law. We may not always be able to comply with your request for specific legal reasons, which will be notified to you at the time of your request.
Object	You can object to the processing of your personal data where: (a) where we are relying on our legitimate interest (or those of a third party) as the basis for processing your personal data, if you feel it impacts on your fundamental rights and freedoms; (b) where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms and in such circumstances, we can continue to process your persona data for such purposes.
Restrict processing	You can ask us to us to suspend or restrict the processing of your personal data, if: (a) you want us to establish the accuracy of your personal data; (b) our use of your personal data is unlawful, but you do not want us to erase it; (c) you need us to hold your personal data (where we no longer require it) as you need it to establish, exercise or defend legal claims; or (d) you have objected to our use of your personal data, but we need to verify whether we have overriding legitimate grounds to use it.
Request a transfer	You can request a transfer of your personal data which is held in an automated manner and which you provided your consent for us to process such personal data or which we need to process to perform our contact with you, to you or a third party. We will provide your personal data in a structured, commonly used, machine-readable format.
Withdraw your consent	You can withdraw your consent at any time (where we are relying on consent to process your personal data). This does not affect the lawfulness of any processing carried out before you withdraw your consent.

Part 4 – Third Parties

Service providers	Acting as processors who provide IT, system administration services, website hosting and support, marketing services and other services (who may be based inside or outside of the EU).
Professional advisors	Acting as processors or controllers including lawyers, bankers, auditors and insurers based in the United Kingdom who provide consultancy, banking, legal, insurance and accounting services.
HM Revenue & Customs, regulators and other authorities	Acting as processors or controllers based in the United Kingdom or the Republic of Ireland who require reporting of processing activities in certain circumstances.
Third party service providers	Clients, property owners to facilitate your booking and holiday, including to arrange for the collection of keys etc. TripAdvisor LLC, 400 1st Avenue, Needham, MA 02494, USA Third party booking platforms, such as Independent Cottages. Postal services who send out our brochures and leaflets.
Property Owners	We will share your personal data with property owners who have a need to know for the purpose of the booking. If you provide feedback on a property, we may also share this with the owner of the property which may include disclosing your personal data.