Privacy Policy

WHAT ARE THESE TERMS

1.1  What these terms cover: We are committed to protecting your personal information and complying with the General Data Protection Regulations (GDPR). This policy describes how we collect, use, process, store and disclose your personal information.

1.2 Why you should read them: This policy applies to any personal information provided by you to the Island Stays through any of the websites connected to the booking process. Please read this policy carefully so that you are fully aware of how and why we are using your personal information.

1.3  Print or Save:  You should print a copy of this policy or save it to your device for future reference.

1.4  Legal rights: As a consumer, you have legal rights. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights.

2.1 Cookie Policy: Our Cookie Policies, which sets out information about the cookies on our Sites.  The Cookie Policy relevant to each of our Sites is available on each Site.

2.2 Other Privacy Policy: There may be other privacy policies or fair processing policies that are provided on specific occasions when your personal data is collected or processed so that you are fully aware of how and why your data is used.  This privacy policy supplements other notices and privacy policies and its not intended to override them.

2.3 Other Terms: If you purchase goods and/or services from us there are separate terms and conditions regarding such purchases that you will be made aware of during the transaction process.

2.4 Third Party Terms: Our Sites may include links to third-party websites, plug-ins and applications outside of the Island Stays collection.  Clinking 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 Site, we encourage you to read the privacy policy of every website you visit.

3.1 Who we are.  Island Stays is the overarching umbrella brand name covering a collection of 3 properties on the Isle of Wight, namely, Winkle Cottage, Honeybee Cottage and Monument House.

3.2 Data Controller. The lead data controller in respect of personal data processed under this policy will be the entity with whom you initially share your personal data with, which shall depend on the interaction you have had (for example, Cottages.com is the controller and responsible for the website www.cottages.com)

3.3 How to contact us: We can be contacted as follows in connection with any questions, queries or complaints you may have relating to our handling of your personal data or in connection with this privacy policy:

Contact details:

Email: info@islandstays.co.uk

Postal address: Data Request, Island Stays, 7 Headon Reach, Alum Bay New Road, Totland Bay, PO39 0ES

Phone number: 07711 195801 / 07905 973322

We collect personal information about you to inform you about, and provide you with, our services, to deal with any enquiries you may have about them and to improve and develop these and the site for the future.

6.1 Personal Data: Personal data, or personal information, means any information about an individual from which that person can be identified.  It does not include data where the identity has been removed (anonymous data).

6.2 Information collected from you: We may collect the following types of personal information about you:

• Identity Data - Forename and surname, Company name (if relevant), gender.
• Contact Data - E-mail address, Telephone number, Address, billing name and address
• Transaction Data - Details of goods and/or services you have purchased from us and information about whether payment has been made
• 
  

6.3 Information obtained from third parties: Depending on your settings or the privacy policies for other online services, you may give us permission to obtain information from your account with those other services.  

6.4 Information collected from the website: We may automatically collect the following information about each of your visits to our Site(s):

• Technical Data - including the Internet protocol (IP) address used to connect the computer to the Internet, login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform;
• Usage Data - information about your visit to our Site(s), including the full Uniform Resource Locators (URL) clickstream to, through and from our site (including date and time); products viewed or searched for; page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page;
• Aggregated Data - which includes statistical or demographic data, for example we may aggregate your usage data to calculate the percentage of users using a specific Site feature.  Aggregate data is not considered personal data in law as this will not directly or indirectly reveal your identify, however if we combine aggregate date with personal data so that it can directly or indirectly identify you then we then treat it as personal data.

6.5 Third party collection:  Certain third parties may collect personal information when you interact with our Site(s):

• In order to facilitate payment by card we utilise Stripe.  Stripe may collect data on payments, they will pass this information to us however we NEVER receive your card details.

7.1 Direct interactions: We receive the personal information about you when you contact us directly in person or via post, email or telephone or through your visits to our Site and third part sites  to request to purchase goods and/or services and/or to make a reservation, to make a general enquiry, to provide us with feedback or to request marketing information or to subscribe to our newsletters, or when you enter a competition, promotion or survey.

7.2 Your interactions with third parties: We may receive personal information about you from various third parties:

• Technical Data – we may receive Technical Data from analytics providers such as Google, advertising networks, search information providers
• Contact, Financial and Transaction Data – from providers of technical, payment and delivery services

8.1 Principles of processing: We will only use your personal data when the law allows us to : (a) where we need to perform a contract with you, (b) where necessary for our legitimate interests where those are not overridden by your interests and rights (‘Legitimate Interests’ means the interests of our company in conducting and managing our business to enable us to give you the best service/products and the best and most secure experience. It can and does also apply to processing which is in your interests too) (c) for legal compliance and (d) where none of those apply, with your consent.

8.2 Use of personal information: We have set out below a description of all the ways we may use personal information about you.  Note, we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data.

In summary we use your personal information to:

• identify who you are when you contact us
• provide you with the goods and/or services you have requested (and note we may not be able to perform a contract if you fail to provide certain of the information requested)
• to ensure payment for goods and/or services purchased and to prevent or detect fraud
• to understand which of our goods and/or services you may be interested in
• to contact you regarding goods and/or services you have ordered/booked to provide you with confirmation details, e-receipts and updates.
• to contact you to answer your general enquiries
• to improve our goods and/or services and to carry out customer surveys
• to resolve complaints or issues you may have
• to manage our relationship with you
• to invite you to events you may be interested in
• to improve our customer relationship with you
• to administer our Site(s) and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes
• to improve our Site(s) to ensure that content is presented in the most effective manner for you and for your computer
• as part of our efforts to keep our Site(s) safe and secure

We and our third-party service providers (e.g., ferry and booking system providers, payment processor) may contact you by post, telephone, email and/or text message depending on the reason for correspondence, unless you have told us not to or have registered with the telephone or post preference services.

10.1 Internal Third Parties: Your information may be shared throughout the Island Stays for the purposes set out above where relevant.  For example, if you place a booking with Winkle Cottage which includes a ferry booking, then your information will be shared with Island Stays.

10.2 External Third Parties: We will provide your personal information to:

• our service providers who perform services on our behalf, such as our ferry companies and IT service providers who manage the site and its performance.
• analytics and search engine providers that assist us in the improvement and optimisation of the site
• the payment facilitators to process payment and to undertake fraud prevention checks.

11. HOW YOUR INFORMATION IS SECURED

11.1 Storage by us: All personal information we have about you which you provide to us directly or through the Site(s) is stored on secure servers operated by us or our third-party IT service providers. 

11.2 Third Party storage: Where information has been passed to our third-party service providers it will be stored on their secure servers. These third party service providers have access to your personal information needed to perform their functions, but may not use it for other purposes. We ensure that these third-party service providers will only process your personal data in accordance with this policy and applicable Data Protection legislation.

11.3 Breaches: We have put in place procedures 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.

Your personal information may be processed by our third-party service providers operating outside the EEA in accordance with this privacy policy. We ensure appropriate safeguards are used to ensure that your personal data is given a similar degree of protection and is treated securely and in accordance the Data Protection legislation in connection to such transfers or processing of your personal data outside the EEA.  This could be through ensuring that your personal data is only transferred to countries that have been deemed to provide an adequate level of protection for personal data or through using specific contracts approved for use in the UK which give personal data the same protection it has in the UK.

Your personal information will be held in our customer relationship management systems. 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.  

14.1 Available rights: You have the following rights in connection with your personal information processed by us:

• Access – you can request access to your personal information and further details about how your personal information is handled (commonly known as a ‘data subject access request’).
• Object – you have the right to object to our processing of your personal information for direct marketing purposes or where the processing isn’t necessary for the purposes of the contract between us or legitimate interests pursued by us or by a third party.  In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
• Rectification – you can request rectification of any incomplete or incorrect personal data held about you.  It is important that the personal data that we hold about you is accurate and current.  Please keep us informed if your personal data changes during your relationship with us.
• Erasure – you can request erasure of any personal data where there is no good reason for us to continue processing 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.
• Restriction - This enables you to ask us to suspend the processing of your personal data 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.
• Transfer - 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.

14.2 How to exercise the rights: You can also exercise any of these rights at any time by contacting us using the contact details provided above.

14.3 Withdrawal of marketing consent: You have a right at any time to withdraw consent to receiving marketing and/or to amend the delivery method we use. To manage your rights and delivery preferences please follow the instructions in our marketing communications, enquiry forms or contact us at the details stated in section 3.3.  Where you opt out of marketing, we may nonetheless retain your information in connection with previous transactions or correspondence for so long as is reasonably necessary in connection with the same.

14.4 Cookies: You can set your brower 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 our Site(s) may become inaccessible or not function properly.  

14.5 Further information: Please note when you seek to enforce any of your rights, we may need to request specific information from you to help us confirm your identity as a security measure.  We may also contact you to ask you for further information in relation to your request to speed up our response.

14.5 Fees: 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.

14.6 Timing: 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.

14.7 Concerns: If you are concerned or have questions about how Island Stays handles your personal data please contact us and we will do our best to assist you.

14.8 Complaints: Please note that you have the right to lodge a complaint with the UK Information Commissioner’s Office, the UK regulator for data protection issues, which may be accessed through the following link https://ico.org.uk/concerns/.  We would, however, appreciate the chance to deal with your concerns before you approach the ICO to please contact us in the first instance.