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TWO GREAT LOCATIONS - SEASON OPENS MARCH 2024

Privacy Policy

ULLSWATER WAKE & SURF

Updated 20th March 2023

Our privacy policy explains the following:

  • what personal information we collect

  • why we collect it

  • how we use it

  • the control you have over your personal information

  • the procedures we have in place to protect your personal information.

It applies to personal information we collect through our email, website, online booking system, digital waiver system, online store, through social media and in person here at Ullswater Wake and Surf.

By sharing your personal information with us we take responsibility for the information we collect about you, and we aim to be transparent about how we handle it, and to give you control over it. 

If you have any questions or concerns about our privacy policy or how we handle your personal information, please email us at info@wakeandsurf.co.uk and we'll be happy to help.

As a reminder, these are your rights:

The EU General Data Protection Regulation (GDPR) came into force from 25th May 2018. It gives all UK/EU citizens more rights and protections for their personal data. More information on this can be found here.

In simple terms, the regulations include:​

  1. The right to be informed: Companies must publish a privacy notice, in addition to explaining transparently how they use this personal data.

  2. The right of access: Individuals will have the right to demand details of any of their data that a company may hold. This information must be provided within one month of request at no charge to the individual.

  3. The right to rectification: If a person’s data is incorrect or incomplete, he or she has the right to have it corrected. If the company that holds the information has passed any of that information to third parties.  The company must inform the third party of the correction and inform the person which third parties have their personal data.

  4. The right to be forgotten: A person may request the removal of his or her personal data in specific circumstances.

  5. The right to restrict processing: Under certain circumstances, an individual can block the processing of his or her personal data.

  6. The right to data portability: A person can access their data for their own use anywhere they prefer.

  7. The right to object: A person can object to the use of their personal data for most purposes.

  8. The right not to be subject to automated decision-making, including profiling​.

Below we have outlined as clearly as possible our Privacy Policy in relation to each of these regulations:

WHAT PERSONAL INFORMATION DO WE COLLECT?

When you book an activity with us and/or purchase something via our website (wakeandsurf.co.uk) we collect the personal information you give us such as your name, address information, email address, telephone number, chosen payment method, shipping name and address (if different). We may also collect personal information such as your age, friends/family member names and some medical details as part of our electronic activity waiver process.

We also automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device.

Additionally, as you browse our website, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the website and information about how you interact with the website.

Our payment gateways collect your relevant personal information so that they can process your transaction and they manage the payment transactions securely on their platforms for the purposes of payment and/or refunds.

When you visit our website we receive, collect and store any information you enter on our website, booking and digital waiver platforms or provide us in any other way. For example, we collect personally identifiable information (including name and email) when you opt-in to receive newsletters and/or specific promotions, product updates, set up an account, or when you contact us directly through the ‘contact’ email on our website.

When we send you general updates or promotional emails we use cookies and web beacons to track behaviour such as who opened the emails and clicked any links. This allows us to measure the performance of our emails, manage requests to unsubscribe and improve our content in these updates.

We collect and store limited personal information and some anonymous data from all visitors to all our website, whether you actively provide us with that information or merely browse. The information we collect includes the internet protocol (IP) address of the device you are using, the browser software you use, your operating system, the date and time of access, the internet address of the website from which you link through to our website and information on how you use our website..

Information is, predominantly, collected through the use of cookies and similar technologies provided by trusted third-parties. We collect and store users' cookie opt-in information from site visitors for the purposes of EU General Data Protection Regulations (GDPR) compliance and audit.

We may also collect and handle information about how you engage with our promotional campaigns outside of our own website, for example, on Google, Facebook, Instagram etc.

We may also keep email correspondence in our email platform (GoogleWorkspace) which may contain personal information relating to you.

HOW DO WE USE YOUR PERSONAL INFORMATION?

When you visit our website to purchase goods we use your order information that we collect to fulfil any orders placed through our online shop, including processing your payment information, arranging for shipping, returns processing, refunds and providing you with invoices and/or order confirmations, parcel tracking, product support etc. We also use this order Information to communicate with you, screen our orders for potential risk or fraud, and, when you have ‘opted in’ to marketing during the account set up process we understand that we can provide you with information and updates relating to our products or services.

When you book an activity via our website or in person, we collect personal information about you and any other participants you are booking on behalf of. We use this information to confirm your booking, issue waiver documents and for check-in when you arrive at Ullswater Wake and Surf. We may also use it for cancellations, refunds, activity or booking updates.

We use your personal information as part of our financial accounting process and tax reporting.

We use device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimise our website (for example, by generating analytics about how our customers browse and interact with the website, and to assess the success of our marketing campaigns).

Social Media – YouTube, Facebook, Instagram - no personal data is collected directly by us from any social platform. Interaction with followers is managed on each platform and any analysis is managed within each platform.

During your time on our website, or during the booking and/or check-in/waiver process you can elect to opt in/subscribe to our marketing activities. If you don't tick the opt in box or sign up/subscribe then we will not send you any marketing materials. Please be aware that anyone who subscribes and opts in to our marketing activities may receive information about any/all of our activities.

COLLECTION AND USE OF PERSONAL INFORMATION

Our website (hosted on Shopify) and booking platforms (hosted by FareHarbor) automatically collect information from our visitors (visitors are browsers of the sites) This information does not enable us to identify the visitor from whom it was collected.

This kind of information mainly consists of technical and aggregated usage information, such as visitors’ activity on the website, session info, non-identifying information regarding your device, operating system, internet browser, screen resolution, language and keyboard settings, internet service provider, referring/exit pages, date/time stamps, etc.

Aside from the anonymous information collected automatically when browsing our website, we collect personal information when you email us, register, subscribe, purchase goods, book an activity, complete a Waiver document - we have detailed this already above in the first section.

COOKIES AND OTHER TECHNOLOGIES

“Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. Some cookies are required for our sites to work, others you can choose to accept or not.

Our website has a cookie consent banner and you can choose to opt into accepting all the cookies our websites use, or you can decline.

We store all consents using a third-party app. They track your consent and ensure that the option to consent is renewed at sensible intervals. You are only identifiable only by IP address and you can change your mind and update your consent preferences at any time – simply email us at info@wakeandsurf.co.uk

Our website is hosted by Shopify which collects device information using the following technologies:

  • “Cookies”

  • “Log files” track actions occurring on the store, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.

  • “Web beacons,” “tags,” and “pixels” are electronic files used to record information about how you browse the store.

More information on cookies and Shopify is available HERE

Our booking site is hosted by FareHarbor - more information about their GDPR compliance and Cookies is available HERE

Our Waivers platform is hosted by Wherewolf - more information about their GDPR Compliance, Data Management and cookies is available HERE

In addition we may collect information from our third party providers, including but not limited to:

  • analytics providers

  • advertising networks

  • identity verification services

  • credit reporting agencies (as applicable)

  • payment & delivery services

In addition how Google uses cookies can be found HERE

For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.

WHAT PERSONAL INFORMATION DO WE SHARE WITH THIRD PARTIES?

We only share your personal information with certain third-party service providers who only have access to the personal information they need to perform those services.

They are required to keep your personal information confidential and may not use it other than as we ask them to and always in accordance with this Privacy Policy.

Third-party service providers are used for the following activities:

  • our website and shop platform

  • our booking/gift card platform

  • Our waivers platform

  • our payment gateways

  • our shipping providers

  • our email provider

  • our financial accounts/reporting system

  • our accountants

  • our email marketing platform

  • our data/analytics services

  • our website integration partners (eg. cookie banner app)

  • our staff/coaching team

If you would like more information on who we work with and how we share your information, please email us at info@wakeandsurf.co.uk

HOW LONG DO WE KEEP YOUR PERSONAL INFORMATION?

We only keep your personal information for as long as we need to, to be able to use it for the reasons given in this privacy policy, and obviously for as long as we are required to keep it by law.

The actual period for which we store your personal information will vary depending on the type of personal information and how it is used.

You can contact us if you need specific details about specific personal information info@wakeandsurf.co.uk

ACCESS AND CONTROL OF YOUR PERSONAL INFORMATION

You have the right to access, update and amend personal information that we hold about you at any time.

In certain circumstances, you can also:

  • Object to our use of your personal information for certain purposes;

  • Ask us to limit or restrict our use of your personal information;

  • Ask us to correct, remove or delete personal information about you; or

  • Ask us to provide your personal information to a third-party provider of services.

Please note that those rights do not always apply and there are certain exceptions to them and we will need to confirm your identity before acting on certain requests. 

If the law in your country allows us to impose a fee for giving you access to your personal information, or to exercise any of your other rights in relation to your personal information, we will let you know. 

If you would like to exercise any of your rights in relation to your personal information, please email info@wakeandsurf.co.uk

DATA TRANSFER, DATA STORAGE, HANDLING OF YOUR PERSONAL INFORMATION

We, and the third-parties that we share your personal information with, host, store, process and otherwise handle that information as part of the services we provide to you.

We have taken steps to check that all third-party service providers we use have GDPR compliant and robust security standards to manage your personal data. 

All third party platforms we work with take data security extremely seriously and use applicable governance for data protection, security, storage and other activities and that policies, procedures and protocols governing your data ensure it is fully protected from unauthorised access..

Please be aware that the information which you provide to us may be transferred to countries outside your own territory, for example Shopify (our website platform) is based in Canada and uses hosting services based there and in Ireland. FareHarbor, our booking platform is based in the Netherlands, and is part of the global organisation Booking Holdings. Werewolf, our digital waiver and check-in solution is based in New Zealand and the USA. 

In addition, all the platforms we use (known as Data Processors) may themselves use third-parties to help them fulfil their service obligations (these are known as Sub-Processors). We appreciate that this can all seem very complicated so if you would like more information about any of our Data Processing partners and how they manage your personal information, please email us for more detailed information at info@wakeandsurf.co.uk.

In addition, at Ullswater Wake and Surf we take steps to protect your data, for example, only authorised personnel have access to your information and only for the purpose of carrying out their roles. We enable two-step authentication across all our platforms, data lives in a minimum number of locations, data downloading is kept to a minimum. 

By using our website, booking and waiver platforms, or by providing us with any information by any other means, you fully understand and unambiguously consent to this transfer, processing, and storage of your information in a jurisdiction in which the privacy laws may not be as comprehensive as those in the country where you reside and/or are a citizen.

DATA BREACHES

We will report any unlawful data breach of our website’s database or the database(s) of any of our third-party data processors to any and all relevant persons and authorities within 72 hours of the breach if it is apparent that personal data stored in an identifiable manner has been stolen.

SOCIAL MEDIA

Communication, engagement and actions taken through external social media platforms are subject to the terms and conditions and the privacy policies held with each social media platform respectively.

We will never ask for personal or sensitive information through social media platforms and encourage users wishing to share personal details to contact us directly by email, through our website or via our booking platform.

Our sites may use social sharing buttons which help share web content directly from web pages to the social media platform in question. Users are advised before using these buttons that they do so at their own discretion, aware that the social media platform may track and save your request.

CHANGES TO THIS PRIVACY POLICY

We will review and update our privacy policy at least once a year and will state the date it was last updated.

If we have your email address, we may also email you with information on those changes if we feel they are significantly important in which case we will also ask you to confirm that you are happy with those changes.

HOW TO CONTACT US

If you have any questions, comments or concerns, or would like to make suggestions or complaints about how we use the personal information we hold about you, please email us at info@wakeandsurf.co.uk

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CHRISTMAS SHOPPING!

THURSDAY 20TH DECEMBER 2023

This is the last shipping date for guaranteed delivery before Christmas. Orders must be placed by 2pm latest and Next Day Shipping must be selected during checkout.

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