Terms of Service

 

LITTLE TOWN ADVENTURES LTD
TERMS AND CONDITIONS

These terms and conditions set out:

  • our legal rights and responsibilities to you;
  • your legal rights and responsibilities to us; and
  • certain key information required by law.

These terms and conditions apply where you book our services for the use of our leisure and soft play facilities. We refer to the leisure and soft play services throughout the remainder of these terms and conditions as our Services.

In these terms and conditions:

  • we, us or our means Little Town Adventures Ltd; and
  • you or your means the person paying for the performance of the Services by us and/or the supervising adult accompanying the child/ren whilst attending our leisure and soft play centre.

If you have any questions about these terms and conditions or the Services that we provide, please speak with us in one of our leisure centres or contact us by:

  • sending an email to hello@littletownadventures.com; or
  • calling us on 01934 713527 (our telephone lines are open Monday to Friday 9am to 5pm).

Do You Need Extra Help?

If you would like these terms and conditions in another format (for example, audio or large print) please contact us using the contact details at the top of these terms and conditions and we will do what we can to assist you.

Who We Are?

We are Little Town Adventures Ltd, a company registered in England and Wales under company number 12402144 (trading as Little Town Adventures).

Our registered office is at: Family Adventures Group, Wells Road, Latcham, Wedmore BS28 4SA.

Our VAT number is: 420967394.

  • Introduction

These terms and conditions only apply if you require the performance of our Services as a consumer (i.e. for purposes outside of your business, craft or profession). If you seek the performance of our Services in connection with your business, craft or profession, please contact us by either sending an email to the email address above or by speaking to us in one of our centres and we will explore your needs with you.

  • Booking the Services with Us
    • Below, we set out how a legally binding agreement between you and us is made when you pre-book the Services via our website or book the Services on-site.

Online Bookings

  • You will see the list of our available Services on our website and you will be able to book or purchase one of the following:
    • “Show” session
    • “Private Hire” session
    • “S.E.N.D” session
    • “Party” booking
    • “Holiday Club” session
    • Annual pass
    • Gift vouchers
  • Upon selecting one of the above, you will select the number of tickets required on the available dates and times in our live availability calendar. This will show you the prices available for the respective ticket(s). Your selection will be added to the basket.
  • If you decide that you would like to proceed with your selection, you will proceed to the checkout.
  • You will need to register your contact details and billing details with us and open an account before proceeding with a booking. If you already have an account with us, please sign in where indicated.
  • You will be asked to read and agree to these terms and conditions followed by which you will be asked to enter your credit or debit card details (or alternatively pay via Google Pay or Apple Pay) and submit those details for payment.
  • When you submit your preferred choice of payment, you will be deemed to have accepted these terms and conditions in full and a legally binding contract between you and us will be created. You will receive a confirmation email from us (please check your junk and/or spam inbox) confirming that we have accepted your booking. We will perform our Services on the dates and times that you have booked, subject to and in accordance with these terms and conditions.
  • In some instances, we may contact you to say that we cannot accept your booking and perform the Services for you. This may because:
    • we cannot carry out the Services (for example, because we have a shortage of staff);
    • we cannot authorise your payment;
    • you are not allowed to buy the Services from us (for example, because you are under age to buy the requested Services);
    • we are not allowed to provide the Services to you; or
    • there has been a mistake on the pricing or description of the Services.

On-site Bookings

  • You will be able to book one or more of our available Services (as set out above in section 2.2) in person in one of our leisure and soft play centres.
  • You will need to inform us of the number of attendees, and the date and time for the relevant session.
  • If a session is available on the date and times you have selected and for the number of attendees, an on-site member of staff will ask you to read and agree to these terms and conditions before paying for your selected Services.
  • Once payment is made in full, our staff member will confirm that your booking has been accepted and that we can provide you with Services. At this point a legally binding agreement will be in place between you and us and we will provide the selected Services on the dates and times that you have selected, subject to and in accordance with these terms and conditions.
  • Our Obligations to You
    • We will:
      • adhere to the data protection legislation when collecting and processing information about you and your child at all times. We explain how your data is processed, collected and kept up to-date in our Privacy Policy (a copy of which will be given to you at the point of registration and can be found linked to these terms and conditions below);
      • notify you as soon as possible where we cannot carry out any of the Services;
      • treat your child with the utmost respect and dignity. We will never use or threaten any type of punishment that could adversely affect a child’s wellbeing;
      • ensure that all individuals engaged in the performance of the Services are subject to a valid enhanced disclosure check for regulated activity undertaken through the Disclosure and Barring Service and we will monitor the level and validity of those checks on an ongoing basis for each member of our staff;
      • maintain appropriate insurance to cover the performance of our Services at all times; and
      • keep lost property for at least one week when handed into us or found by our team.
    • The performance of the Services by us might be affected by events that are beyond our reasonable control, for example issues with our staff or suppliers. In such instances, there might be a delay before we can start or restart the Services for you. We will always make reasonable efforts to limit the effect of any of those events and we shall keep you informed of the circumstances throughout. We will try to start or restart the Services as soon as those events have been resolved.
  • Your Obligation to Us – General
    • You will read and adhere to our policies and procedures, copies of which have been provided to you with these terms and conditions.
    • You must ensure that you supervise and accompany your child/ren at all times. We do not accept responsibility for the supervision of children.
    • For the benefit of other children attending the our leisure and soft play centre, you must not allow your child to attend one of the centres to partake in any of the activities if they are suffering from any contagious disease, or any other illness. You must wait for a period longer than 48 hours from the time your child last experienced sickness or diarrhoea before visiting one of our centres.  We reserve the right to refuse to admit your child if they have a temperature, sickness and diarrhoea or a contagious infection or disease on arrival.
    • You may make use of our storage facilities, but you will keep your belongings and your child/ren’s belongings secure and will not leave any valuable items unattended.
    • You must inform us of any specific dietary/allergy requirements of the child/ren attending our centres in respect of any of the Services so that we may accommodate these requests where we can. We will tell you if we cannot accommodate an allergy.
    • You must inform us of your child/ren’s additional needs or disabilities when attending our centres so that we may accommodate such additional needs as necessary. Please note that there are dedicated activities and sessions for children with special educational needs and disabilities.
    • For the safety and security of all of the attendees in our centres, only adults accompanying a child/ren will be allowed to enter one of our centres. If you are attending as part of a group without an accompanying child, we will ask that one of the already present adults escort you inside.
    • In the event that you witness an incident, you will report this to a member of staff immediately to ensure that we can provide any necessary assistance and minimise the potential of a reoccurrence. We will log these incidents for the purposes of our ongoing safety and our safety audits.
  • Your Obligation to Us – Parties
    • All of our party packages either include the option to order food from one of our cafes on an ad-hoc basis or are inclusive of food and drink items for the attending children. When you book one of the party packages, you agree that you will not bring any food or drinks items to be consumed on-site unless expressly agreed otherwise by us.
    • You will not bring your own decoration items into one of the centres, including balloons, sashes, badges or party bags, unless we agree otherwise in advance.
  • General Rules of Play for Children (and Supervising Adults)
    • You will ensure that the following rules are observed in respect of the child/ren attending one of our centres and/or as a supervising adult:
      • Age restrictions vary depending on the different play zones and these should be respected for the safety and enjoyment of all children in attendance.
      • Only children under 4’10” or 148cm in height may play in the relevant area. Children over this height may play but this will be at the discretion of the supervising staff in the centre. Entry may be refused at our discretion if the child/ren’s height poses a risk to other children.
      • Children should wear suitable clothing and we recommend that children wear long sleeves and trousers. Clothes should be tucked in at all times. Clothes with ropes and cords should not be worn in the play area. Football shirts and other items of clothing that are made from man-made fibres are not recommended and children wearing may be prevented from using some of our facilities if there is any risk to your child’s well being.
      • Please ensure children have removed their shoes before entering the soft play area. Socks must be worn at all times. In case of a problem, please contact reception or a member of staff in the centre.
      • Children’s badges and jewellery should be removed and left with the supervising adult before they enter the soft play or role play areas. No other sharp objects may be taken into the play area.
      • Children who are or become unwell should not enter the play area.
      • Children should use the toilet facilities and wash their hands before entering the play area.
      • Children should not play in front of the slide exits.
      • Children are forbidden to climb on the netted walls or the system structure.
      • Children should not throw balls or other objects at other children.
      • During peak times, play time may be restricted to two hours.
      • No food, drink or chewing gum should be taken into the play area.
      • For health and safety reasons, only food purchased at our centres may be consumed on our premises. Please ensure that any food debris which falls on the floor of the play area is picked/wiped up as soon as possible and report any spillages to a member of staff.
      • All damages to our property, either accidental or deliberate must be reported to a member of staff.
      • Nappy changing and the use of potties etc. should be conducted in the baby changing facilities. Please ensure that nappies are placed in the correct bins provided.
      • It is forbidden to smoke or play with fire within the play centre. The use of e-cigarettes is not permitted.
      • You, as the supervising adult, are responsible for the behaviour and well-being of the child/ren in your care and must maintain supervision at all times. Fighting or bullying will not be tolerated, and guilty parties may be asked to leave the premises without any refund.
      • Please report any behavioural concerns to a member of staff. Please do not attempt to intervene yourself. The Ocean Adventurers team supervise the play equipment and help maximise your children’s enjoyment from the play experience they are not however a replacement for parental supervision.
    • Fees, Payment and Charges
      • We charge for our Services on a quotation basis (i.e. we promise to carry out the Services at a fixed price).
      • The price for our Services will be provided to you before you confirm your instructions to us to provide the Services, and before a legally binding agreement between us is formed.
      • All payments made under these terms and conditions should be made via a credit or debit card or via Google Pay. If payment is made by debit or credit card, it is your responsibility to obtain a receipt as proof of payment.We do not accept cheques.
    • Your Privacy and Personal Information
      • Our Privacy Policy is attached to these terms and conditions and available at https://littletownadventures.co.uk.
      • Your privacy and personal information (and your child’s privacy and personal information) are important to us. Any personal information that you provide to us will be dealt with in line with ourPrivacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and our supervisory authorities if you have a query or complaint about the use of your personal information.
      • We will always seek your consent where we need to share information about your child with any other professional or a third-party agency. We are required by law to override your refusal to give consent only in specific circumstances where the child or someone in the family may be in danger if we do not share that information.
    • Re-scheduling, Cancellation and Refunds
      • In the event that you wish to re-schedule an existing booking, you may move this to another suitable date free of charge up to 24 hours before the start time of the booking (or at least one week before the start time of a party booking or exclusive hire booking).
      • In order to request a change of time or date, please either email hello@littletownadventures.co.uk with your order number and details of the time and date you would like to move the booking to. Alternatively, you may phone the relevant centre and out team will process the change over the phone for you. Although we will do our best to accommodate your re-scheduling request, we cannot guarantee availability for the new proposed time and/or date.
      • In the event that you wish to cancel a booking for any of our Services, we are unable to offer a refund. For a party booking or exclusive hire booking, a £50 deposit is required and is non-refundable.
    • Limitation on Our Liability
      • Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for any:
        • losses that were not foreseeable to you and us when the agreement between us was formed;
        • losses that were not caused by any breach on our part;
        • business losses; or
        • losses to non-consumers.
      • Whilst every consideration has been given for the safety of children using any of our Services, we cannot be held responsible for accidents which occur as a result of children playing on the equipment.
    • Third Party Rights

No one other than you or us has any right to enforce any of these terms and conditions.

  • General
    • Customer satisfaction is paramount and any concerns or complaints will be dealt with in line with our Making a Complaint Policy (a copy of which has been provided to you with these terms and conditions).
    • If you have any concerns regarding the Services we provide, please raise this with a member of staff in our leisure centres as soon as possible or use the contact details set out at the top of these terms and conditions.
    • These terms and conditions and the policies referred to in them contain the full and complete understanding between the parties and supersedes all prior arrangements and understanding whether written or oral relating to the agreement between you and us except to the extent that we may vary these terms and conditions from time to time. Any change to these terms and conditions will be notified to you in writing and in advance.  If you do not agree with any change that we propose, you may terminate the agreement between you and us by providing us with no less than 30 days’ notice in writing.
    • If a court or other authority decides that any provision or part-provision of these terms and conditions is invalid, it will be deleted but the rest will still be valid and continue to apply.
    • The laws of England and Wales apply to these terms and conditions, although if you are resident elsewhere you will retain the benefit of any mandatory protections given to you by the laws of that country.
    • Any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales. This means that you can choose whether to bring a claim in the courts of England and Wales or in the courts of another part of the UK in which you

 

Little Town Adventures Privacy Policy

Little Town Adventures respects your privacy and is committed to protecting your personal data and the personal data of your child.

We provide indoor play experiences services for your child and in so doing we will process your personal data and that of your child or children (which for the purposes of this policy, together, shall be referred to as your personal data). Our website and services are not intended to be used by children independently of their parent or guardian.  You (as parent or guardian) are responsible for contracting with us and providing any necessary consents on behalf of your child.  This privacy policy will inform you as to how we look after your personal data when you visit our website (https://littletownadventures.co.uk) (regardless of where you visit it from), when you become a client, purchase our services or otherwise contact us. It will also tell you about your privacy rights and how the law protects you.

References to you or your include references to you as an individual using our services.

Important information and who we are

Purpose of this privacy policy

This privacy policy gives you information about how we collect and use your personal data through your use of this website (including how we collect and process data you provide to us through this website), when you subscribe to our newsletter, when you purchase services from us via our website or in person or when you otherwise contact us.

Data Controller

Little Town Adventures Ltd is the data controller with responsibility for your personal data (referred to as Little Town Adventures, we, us or our in this privacy policy).

We have appointed a data protection officer (DPO) who is responsible for overseeing questions in relation to this privacy policy and the protection of your personal data. If you have any questions about this privacy policy, including any requests to exercise your legal rights (paragraph 9), please contact the DPO using the information set out in the contact details section (paragraph 10).

The types of personal data we collect about you

Personal data means any information about an individual from which that person can be identified.

We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:

  • Identity Data includes first name, last name, username or similar identifier in respect of the parent, carer or the child. We also collect data relating to occupation, marital status, title, date of birth, gender, race or ethnic origin, religious or philosophical beliefs, spoken language and identity documents such as copies of birth certificates and passports and photographs. In limited circumstances, we may need to collect information relating to any parental supervision orders, court orders and social services reports in connection with the safeguarding and the health and safety of your child.]

 

Where you are an employee or a job candidate, in addition to the above (as relevant), details of your qualifications, skills, experience, employment history, salary information, national insurance number, information about entitlement to work in the UK.

 

  • Contact Data includes billing address, delivery address, email address, telephone numbers.
  • Financial Data includes bank account and payment card details. We do not collect your payment card data – a payment provider does this on our behalf.
  • Transaction Data includes details about payments to and from you and other details of products and services you have purchased from us.
  • Technical Data includes 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, device ID and other technology on the devices you use to access this website.
  • Profile Data includes your username and password, purchases or orders made by you, your interests, preferences, feedback and survey responses.
  • Usage Data includes information about how you interact with and use our website, products and services.
  • Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.

Certain personal data we collect are treated as special categories of personal data to which additional protections apply under data protection law.  For example, we may need to collect health data such as in connection with accident or incident forms, dietary requirements, or data relating to special educational needs and/or disabilities (SEND) requirements of your child(ren).

We also collect, use and share aggregated data such as statistical or demographic data which is not personal data as it does not directly (or indirectly) reveal your identity. For example, we may aggregate individuals’ Usage Data to calculate the percentage of users accessing a specific website feature in order to analyse general trends in how users are interacting with our website to help improve the website and our service offering. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy policy.

We do not collect personal data relating to criminal convictions. However, because our staff work with children, we are required to perform Disclosure and Barring Service (DBS) checks (which disclose whether an individual has a criminal record) on personnel and candidates.

How is your personal data collected?

We use different methods to collect data from and about you including through:

  • Your interactions with us. You may give us your personal data by filling in forms either online or in person or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:
    • apply for our products or services;
    • create an account on our website;
    • subscribe to our service or publications;
    • request marketing to be sent to you; or
    • give us feedback or contact us.
  • Automated technologies or interactions. As you interact with our website, we will automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies and other similar technologies. Please see our cookie policy on our website for further details
  • Information we receive from other sources. We may receive personal data about you from various third parties as set out below:
    • As part of pre-employment checks, we may receive information about you from third parties (including former employers and the Disclosure and Barring Service) about you.
    • Technical Data is collected from analytics providers such as Google and WordPress, for reporting and monitoring purposes.

 

How we use your personal data

Legal basis

The law requires us to have a legal basis for collecting and using your personal data. There are six such permitted legal bases for processing personal data. We primarily rely on one or more of the following legal bases:

  • Performance of a contract with you: Where we need to perform the contract we are about to enter into or have entered into with you.
  • Legitimate interests: We may use your personal data where it is necessary to conduct our business and pursue our legitimate interests, for example to prevent fraud and enable us to give you the best and most secure customer experience. We make sure we consider and balance any potential impact on you and your rights (both positive and negative) before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law).
  • Legal obligation: We may use your personal data where it is necessary for compliance with a legal obligation that we are subject to. We will identify the relevant legal obligation when we rely on this legal basis.
  • Consent: We rely on consent only where we have obtained your active agreement to use your personal data for a specified purpose, for example if you subscribe to an email newsletter.

Purposes for which we will use your personal data

We have set out below, in a table format, a description of all the ways we plan to use the various categories of your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.

Purpose/Use Type of data Legal basis
To register you as a new customer and/or to provide our services to you (a) Identity

(b) Contact

Performance of a contract with you
To process and deliver your order including:

(a) Manage payments, fees and charges

(b) Collect and recover money owed to us

 

(a) Identity

(b) Contact

(c) Profile

(d) Financial

(e) Transaction

(f) Marketing and Communications

(a) Performance of a contract with you

(b) Necessary for our legitimate interests (to recover debts due to us)

 

To manage our relationship with you which will include:

(a) Contacting you to respond to an requests, complaints and enquiries you have submitted to us

(b) Notifying you about changes to our privacy policy

 

(a) Identity

(b) Contact

(c) Profile

(d) Marketing and Communications

 

(a) Performance of a contract with you

(b) Necessary to comply with a legal obligation

(c) Necessary for our legitimate interests (to keep our records updated and to study how customers use our products/services)

Compliance with applicable laws relating to our operations including legal and regulatory obligations applying to us and  judicial or administrative orders regarding safeguarding, special needs, accessibility, disabilities, special needs.

 

(a) Identity

(b) Contact

(c) Financial

(d) Transactions

(e) Technical

(f) Usage

(g) Profile

Necessary for compliance with a legal obligation.
To conduct investigations required for safeguarding, detecting, investigating and preventing breaches of policy, criminal offences and as otherwise required under applicable laws. Liaise with regulatory bodies, governmental bodies and the police to ensure compliance and the safety and welfare of the children. (a) Identity

(b) Contact

(c) Financial

(d) Transactions

(e) Technical

(f) Usage

(g) Profile

(a) Performance of a contract with you

(b) Necessary for our legitimate interests (to ensure compliance with regulatory framework)

(c) Legal obligation (compliance with safeguarding legislation and other child protection duties)

To conduct a recruitment process (a) Identity Data

(b) Contact Data

(a) Necessary for our legitimate interests (of running a recruitment process and keeping records of such process)

(b) Necessary to comply with a legal obligation (for example, in some cases it is necessary to check a successful applicant’s eligibility to work in the UK or to conduct a Disclosure and Barring Service check for criminal records)

(c) To take steps prior to entering a contract of employment with you

(d) In relation to any special category personal data, we will satisfy the following additional conditions: processing necessary for the purposes of carrying out our obligations and exercising specific rights under employment, social security and/or social protection law and, otherwise, only with your explicit consent

To administer and protect our business and this website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data) (a) Identity

(b) Contact

(c) Technical

(a) Necessary for our legitimate interests (for 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)

(b) Necessary to comply with a legal obligation

To use data analytics to improve our website, products/services, marketing, customer relationships and experiences (a) Technical

(b) Usage

Necessary for our legitimate interests (to define types of customers for our products and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy)
To send you relevant marketing communications and make personalised suggestions and recommendations to you about goods or services that may be of interest to you based on your Profile Data (a) Identity

(b) Contact

(c) Technical

(d) Usage

(e) Profile

(f) Marketing and Communications

(a) Necessary for our legitimate interests (to carry out direct marketing, develop our products/services and grow our business)

(b) Consent, having obtained your prior consent to receiving direct marketing communications

 

Health and safety including health and safety assessments and record keeping including  to prevent communicable health or medical conditions and viruses such as COVID-19, administration of first aid, providing a safe environment at our premises and compliance with related legal obligations. (a) Identity

(b) Contact

(c) Profile

 

(a) Necessary for compliance with a legal obligation.

(b) Our legitimate interest in carrying out the processing for the purpose of ensuring safety at our premises

(c) The processing is necessary to protect the vital interests of any individual.

(d) Where we obtain your explicit consent (this legal basis is only used in relation to processing that is voluntary – it is not used for processing that is necessary or obligatory in any way under the foregoing legal bases)

To protect our safety and security and those of our staff, parents, children and

visitors including physical security of our premises, access to and records of visits to our premises, monitoring activity in our premises, CCTV recordings (to the extent that these are used and available) and electronic security (including login records and access details).

(a) Identity

(b) Contact

(c) Technical

(d) Usage

(e) Profile

 

(a) Processing is necessary for compliance with a legal obligation.

(b) Our legitimate interest in carrying  out the processing for the purpose of child safeguarding and ensuring safety and wellbeing of individuals and the physical and electronic security of  our business.

Establishing, exercising and defending legal rights, including investigating and responding to claims against us and our staff (a) Identity

(b) Contact

(c) Financial

(d) Transactions

(e) Technical

(f) Usage

(g) Profile

(a) Processing is necessary for compliance with a legal obligation.

(b) Our legitimate interest in carrying out the processing for the purpose of establishing, exercising or defending our legal rights and our staff.

 

Direct marketing

You will receive marketing communications from us if you have requested information from us or purchased goods or services from us and you have not opted out of receiving the marketing. Otherwise, we will only send unsolicited electronic direct marketing communications with your consent.

We may also analyse your Identity, Contact, Technical, Usage and Profile Data to form a view which products, services and offers may be of interest to you so that we can then send you relevant marketing communications.

Third-party marketing

We will get your express consent before we share your personal data with any third party for their own direct marketing purposes.

Opting out of marketing

You can ask to stop sending you marketing communications at any time by logging into the website and checking or unchecking relevant boxes to adjust your marketing preferences or by following the opt-out links within any marketing communication sent to you or by contacting us.

If you opt out of receiving marketing communications, you will still receive service-related communications that are essential for administrative or customer service purposes.

Cookies

For more information about the cookies we use and how to change your cookie preferences, please see our website.

Disclosures of your personal data

Sometimes we need to disclose your personal data to other people.

We are part of the Family Adventures group of companies. We may need to share your personal data with other companies in our group for our general business, for management purposes, for managing our businesses, incident and accident reporting, authorisations/approvals with relevant decision makers, parental reporting and where systems and services are provided on a shared basis.

We may share your personal data where necessary with the External Third Parties set out below, who provide support integral to the provision of our services and enable us to operate, such as:

  • Service providers or partners to manage or support certain aspects of our business operations on our behalf. These service providers or partners may be located outside of the UK and the European Economic Area and may, for example, provide services such as credit card processing, providing and managing software systems (including electronic point of sale, financial, booking and payment systems), advertising and marketing services, IT services, email services, data hosting and cloud storage, debt collection and management, and customer satisfaction surveys. Our service providers and partners are required by contract to safeguard any personal data they receive from us and are prohibited from using the personal data for any purpose other than to perform the services as instructed by us (or a member of our group of companies).
  • Regulatory bodies, courts and the police acting based in the UK.
  • Governmental bodies acting based in the UK who inspect our services relating to children.
  • The UK government’s Disclosure and Barring Service and background, identity and/or credit check providers.
  • Professional advisers including lawyers, bankers, auditors, insurers and employment and recruitment agencies based in the UK (or other relevant jurisdictions) who provide consultancy, banking, legal, insurance, accounting and recruitment services.
  • Third parties to whom we may choose to sell, transfer or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, we will, so far as possible, share anonymised data with the other parties before the transaction completes. Once the transaction is completed, we will share the personal data with the other parties if and to the extent required under the terms of the transaction, and in any case, in the same way as set out in this privacy policy.

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

International transfers

We may transfer your personal data to service providers that carry out certain functions on our behalf. This may involve transferring personal data outside the UK to countries which have laws that do not provide the same level of data protection as the UK law.

Whenever we transfer your personal data out of the UK to service providers, we ensure a similar degree of protection is afforded to it by ensuring that the following safeguards are in place:

  • We will only transfer your personal data to countries that have been deemed by the UK to provide an adequate level of protection for personal data.
  • Where we use certain service providers, we may use specific contracts approved for use in the UK which give personal data the same protection it has in the UK.

Data security

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

Data retention

How long will you use my personal data for?

We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, 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.

To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal, regulatory, tax, accounting or other requirements.

In some circumstances you can ask us to delete your data: see below for further information.

Your legal rights

You have a number of rights under data protection laws in relation to your personal data.

You have the right to:

  • Request access to your personal data (commonly known as a “subject access request”). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
  • Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
  • Request erasure of your personal data in certain circumstances. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
  • Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) as the legal basis for that particular use of your data (including carrying out profiling based on our legitimate interests). In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your right to object.
  • You also have the absolute right to object any time to the processing of your personal data for direct marketing purposes (see “Opting out of Marketing” in paragraph 4 for details of how to object to receiving direct marketing communications).
  • Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.
  • Withdraw consent at any time where we are relying on consent to process your personal data (see the table in section 4 for details of when we rely on your consent as the legal basis for using your data). However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.
  • Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in one of the following scenarios:

 

  • If you want us to establish the data’s accuracy;
  • Where our use of the data is unlawful but you do not want us to erase it;
  • Where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or
  • You have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.

If you wish to exercise any of the rights set out above, please see Contact details (paragraph 10).

No fee usually required

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we could refuse to comply with your request in these circumstances.

What we may need from you

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

Time limit to respond

We try to respond to all legitimate requests within one month. Occasionally it could take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

Contact details

If you have any questions about this privacy policy or about the use of your personal data or you want to exercise your privacy rights, please contact our DPO in the following ways:

  • Email address: tom@familyadventuresgroup.com
  • Postal address: Family Adventures Group Ltd, Wells Road, Latcham, Wedmore, BS28 4SA
  • Telephone number: 01934 713527

Complaints

You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK regulator for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.

Changes to the privacy policy and your duty to inform us of changes

We keep our privacy policy under regular review. This version was last updated on 8 May 2024.

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us, for example a new address or email address.

Third-party links

This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy policy of every website you visit.

 

 

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