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Privacy Policy

Our Privacy Policy relates to how we hold and process your information (data) and explains your rights.

Updates

Our Privacy Policy was updated on the 22nd July 2019.

Who we are

At AirHop Bristol Ltd (“AirHop”), we are committed to maintaining the trust & confidence of our visitors to our park, to our website & in general. In particular, we want you to know that AirHop Bristol Ltd is not in the business of selling, renting, or trading email lists with other companies and businesses for marketing purposes.

This privacy policy provides you with a lot of detailed information on when and why we collect your personal information, how we use it, the limited conditions under which we may disclose it to others and how we keep it secure.

AirHop Bristol Limited is registered with the Information Commissioners Office. Our registration number is ZA229663. Our registered office is at 5 Patchway Trading Estate, Britannia Road, Patchway, Bristol, BS34 5TA.

If you have any issues or queries regarding our Data Protection policies, the person responsible for this at AirHop is Filipe Bras, who can be contacted at [email protected].

We are a data controller of the information we hold about you as a customer, or if you have given us consent to use your information, or if you are a visitor to our website.

 

What information we collect & how we use the information

How we will use your information will depend upon the reason you gave us the information and whether consent has been provided by you.

(1) Booking Information

When you book a session/s at AirHop, we will collect your name, email address, postcode, contact telephone number and payment details as part of the booking process. This is used by us for the purposes of the contract between us and you to use AirHop and attend the session/s. We also use the information from you for our own internal monitoring of the use of our facilities, troubleshooting [in reference to issues with our booking system], data analysis, testing, research, statistical and survey purposes. This is on the basis that it is in the legitimate interests of our business to collect this information for this purpose, as well as the legitimate interests of our customers as this will enhance any current/future visits.

 (2) Waiver Form

We require all those who use our facilities to complete a waiver form (whether on their own behalf or those of any children for whom they are the parent or guardian). We use this information for the purpose of ensuring that you are fit and able to use our facilities and as a safeguard in the event of any accident. This is on the basis that it is in the legitimate interests of our business and also in our customers’ legitimate interests to ensure that we maintain such records in order to be able to ensure that you are fit and able to jump and also in order for us to ensure that we have carried out adequate records and checks on our customers.

(3) Marketing details

If you wish to receive marketing information via emails or SMS then we require you either sign up on our website, sign up via our booking platform [“ROLLER”], or to complete a consent form to do so. The consent you provide allows you to specifically opt-in to what information you would like to receive from us and by what method/s and we may from time to time send you details.

If you opt-in to receive marketing communications from us, this also includes the use of “Google Customer Match” which is a platform that improves the matching of relevant and useful ads to our customers. You can control the type of ads that you receive by going to your own Google Ads Settings within your google account.

You may withdraw your consent at any time. If you wish to withdraw consent, please send an email to [email protected].

(4) Call centre

When you contact our customer services number, we will record the call. The reason we do this is for quality assurance and in order to be able to actively deal with any complaints; we do this in the legitimate interests of our business and also in our customers’ legitimate interests.

(5) Website

If you are a visitor to our website, the cookies on our website automatically retain information by way of analytics. This information is obtained in the legitimate interests of our business but also in your legitimate interests to help assist you in using our website and ensure that if you return to use the website your experience is enhanced. Please refer to the Cookie Policy on our website for further information about this and in particular how it assists both us and you to do this.

When you visit our website, we will use the “Facebook Remarketing Pixel” [“Facebook, Inc.”] to enhance the relevance of ads to custom audiences made up of our visitors on other platforms, such as Facebook and Instagram. To find out more how this is done and how Facebook treats your data, please see their privacy policy (https://www.facebook.com/policy.php).

(5.1) CHATRA

On our site we use “Chatra”, a live chat software provided by Roger Wilco LLC. (“Chatra”), to provide real-time one-on-one live support to customers and visitors. When visitors engage with us through “Chatra” we automatically collect device information, including: operating system, browser, and browser version. We use this information to help us troubleshoot technical issues. We also collect the visitor’s IP address to connect chat history and provide better support. Visitors may optionally provide their name and/or email address to continue correspondence via email and customize their chat experience. You can learn more about how “Chatra” protects your data in the “Chatra” privacy policy which can be found here (https://chatra.io/privacy-policy/).

(6) CCTV

We monitor and record the areas of our premises where activities take place. This does not include the changing rooms. The purpose of this monitoring is to ensure a safe environment for all users of our facilities and is therefore it is in the legitimate interests of our business and also of all customers.

(7) Photography and Videos

From time to time, we may photograph or video customers using the facilities at AirHop. If any photography or videoing is to take place, then we will inform those attending our facilities at that given time. We do this as we use some photographs and videos on occasion for marketing purposes. This may be on our website, in promotional literature, flyers, emails, social media, press advertising and in adverts. We consider that showing people enjoying the use of our facilities is in the legitimate interests of our business but if a customer does not want to be photographed or filmed then they have the option of informing a member of staff when they attend to jump.

Where we hold your information

We will only use the information you have given or that we have taken from you for the permitted purpose it was obtained.

Your booking information (name, email address, address & telephone number) is retained electronically on our computer systems. Our booking system will also be used to store information. Please refer to “ROLLER”’s privacy policy for more information [ROLLER (https://roller.software/privacy-policy/)].

When using the live chat feature on our website, “Chatra”, you have to option to include your name and email address to allow better communication between yourself & AirHop. If you do provide this, your information is held with “Chatra”, please refer to their privacy policy for more information [“Chatra” (https://chatra.io/privacy-policy/)].

When using the contact forms on our website, we use “Gravity Forms” which is a plugin that enables you to easily contact us. When you use the contact forms, you have the option to include your name, email address & telephone number, this will enable us to tailor the experience you have with us. If you decide to provide this information, it will be held with “Gravity Forms”, please see their privacy policy for more information [“Gravity Forms” (https://www.gravityforms.com/privacy/)].

When calling AirHop you will go through to our customer service team where we use a system called “Crystal Clear Telecom Ltd” to manage and record all phone calls. Please refer to their website for more information [http://www.crystalcleartelecom.co.uk].

Payment information is not stored at AirHop whatsoever. Payment transactions are conducted via our payment service provider [“Adyen”], please refer to the privacy policy for more information [Adyen (https://www.adyen.com/policies-and-disclaimer/privacy-policy)].

Any promotional material that is sent out to consenting customers will be sent using a third-party digital distribution provider called “ROLLERMail [Campaign Monitor]”, for more information please refer to their privacy policy [https://www.campaignmonitor.com/policies/#privacy-policy].

When consent is provided, we use a platform called “Google Customer Match” which allows us to match more relevant and useful ads to our customers. You can control the ads you receive by going to the Google Ads Settings within your Google account. If you decide to provide consent, your data will be held with “Google, Inc.”. For more information, please refer to their privacy policy [“Google, Inc.” (https://policies.google.com/privacy?hl=en)].

When you visit our website, we will use the “Facebook Remarketing Pixel” [“Facebook, Inc.”] to enhance the relevance, to custom audiences made up of our visitors on other platforms, such as Facebook. To find out more how this is done and how Facebook treats your data, please see their privacy policy (https://www.facebook.com/policy.php).

Our CCTV footage is stored on-site using a system by “iCode Systems Limited”, please refer to their privacy policy for more information. [iCode Systems Limited (http://www.icode.co.uk/icatcher/privacy.html)].

We will not disclose your information to anyone else nor transfer your information outside the European Union. However, please note that our computer network is controlled by our IT providers (“IT Support Business”) and your information will therefore be shared with them. Also, if you have consented to us allowing your information to be used for promotional purposes then your information will also be shared with our digital distribution third-party “RollerMail” [“Campaign Monitor”]. We have written agreements in place with such third parties to ensure that they have an obligation to use your information only as we direct, not to use it for any other purpose, and not to disclose your information to any third party.

We have a legal obligation to keep your information relevant, accurate and up to date, and secure and we will endeavour to do so.


How long we keep your information

This depends upon the reason that we hold your information.

(1) Information you gave to us to book to use our facilities will be destroyed as soon as possible afterwards, including payment details. This is however with the exception of the waiver form you complete to use our facilities. We will retain these completed forms electronically for a period of six years in case we need to refer to them at any stage in the future to deal with any claim or complaint. In the case of a child, we will retain the waiver information for a period of 3 years after their 18th birthday. Thereafter, they will be destroyed.

(2) All call recordings made via our call centre are retained for a period of 6 months, after which time they are deleted. However, if during that six-month period we should receive a complaint then we may hold a particular recording or recordings to which the complaint relates until we have investigated the complaint and it has been resolved.

(3) Information you gave us for promotional purposes will be retained by us indefinitely. However, you do have the right to withdraw your consent (either in full or for any particular aspect of the consent) at any time. Information as to how you can do so is given in our promotional emails and SMS messages or can be found by sending an email to [email protected].

(4) Information we take when visiting our website by the use of Cookies is retained indefinitely although further information can be found in our Cookie policy on our website.

(5) We retain CCTV recordings for six years in case we need to refer to them at any stage in the future to deal with any claim or complaint, we may extend the duration as to how long we keep this information in the event of legal obligations. Thereafter, the recordings are destroyed.

 

Your rights

You are entitled to receive confirmation from us that we are processing your information, what that information is, and to obtain copies of the information.

You are also entitled to ensure that your information is correct and ask for it to be rectified if it is not.

In addition, you have the right to object to our processing your information and ask that it be deleted. However, whether we agree to the deletion will depend upon the circumstances and whether we consider it necessary to retain the information for the original purpose for which it was obtained in line with the lawful basis we have given for processing the information.

You also have the right to ask that we transfer information to a third party.

If you would like to exercise any of these rights, then please email our Data Protection Officer at [email protected].

 

If you have any cause for complaint, or do not believe that we are processing your information in line with our obligations, then you can contact our Data Protection Officer, Filipe Bras on [email protected], alternatively, you may also contact the Information Commissioner’s Office whose details can be found at www.ico.org.uk or seek legal advice.

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