Privacy and cookies policy

This website is operated by Pentewan Sands Ltd (Pentewan Sands) registered in England and Wales with company number 394475 and whose registered office address is at 20 Henver Road, Newquay, Cornwall, TR7 3BJ. At Pentewan Sands we are committed to protecting and preserving the privacy of our customers when visiting our site or communicating electronically with us. This Privacy Policy applies to all parks and trading entities that are held under Pentewan Sands, including Pentewan Sands Holiday Park, The Seahorse, Harvington Lock Caravan Park and Heligan Caravan and Camping Park.

It’s really important to us that you trust us with your personal data so we want to make sure that you understand what personal data we hold about you and how we collect, store and process it.

This Policy explains when and why we collect personal information about people who visit our businesses and websites, how we use it, the conditions under which we may disclose it to others and how we keep it secure. Whilst we will keep all of your personal information confidential, we reserve the right to disclose this information in the circumstances as set out within this policy. We confirm that we will keep the information on a secure server and that we will comply fully with all applicable UK Data Protection legislation and regulations in force.

We may change this Policy from time to time so please check this page occasionally to ensure that you’re happy with any updates. By engaging with us in such means as using our website, emailing us, booking with us or giving us any of your details, you’re agreeing to be bound by this Policy.

Any questions regarding this policy and our privacy practices should be sent by email to marketing@pentewan.co.uk or by writing to the Marketing Team, Pentewan Sands Holiday Park, Pentewan, St Austell, PL26 6BT. Alternatively, you can telephone 01726 843 485.

In this policy, the words ‘we’, ‘us’ or ‘our’ refer to all entities operating under Pentewan Sands Ltd, including Pentewan Sands Holiday Park, The Seahorse, Harvington Lock and Heligan Caravan and Camping Park.

Personal data is information about you that can help us identify you, such as your name, address, phone number or email address, or more discrete data such as the device ID of any smartphones, tablets or similar mobile devices you own.

There are also special categories of personal data that are treated by law as being particularly sensitive. This may include your racial or ethnic origin, your religious beliefs or information related to your health. We will only ever collect special categories of data where we have your explicit consent to do so, where it is in your vital interests that we do so, or to enable us to make decisions regarding the services that we provide to you.

We obtain information about you when you use our website, for example, when you contact us about services, if you directly give us any information via forms, if you make a booking or purchase or if you sign up to receive email newsletters. The nature and the type of personal data we collect will depend on why you are giving it to us.

We collect personal data about you when you:

a) Visit our website:

We collect information where available including your device’s ID, IP address, operating system and browser type. This information helps us produce anonymised data about our users’ browser behaviours. Details of visits to our website and the pages and resources that are accessed, including but not limited to, traffic data, location data and other communication data that may assist us in understanding how visitors use the website. This may also include the resources that you access, and information about where you are on the internet including the domain type, IP address and URL that you came from. This information is collected and used for our internal research purposes and to improve our customer service.

The personal information we collect might include your name, address, email address, IP address, and information regarding what pages are accessed and when. This information is recorded and used in-house for the purposes of data analysis, to improve our marketing efforts and for targeting specific services and products.

Information you provide in order to enter a competition or promotion via the site, complete a survey, or if you report a problem with the site.

Information you provide to us by sending us a message through our website and information provided to us when you communicate with us electronically for any reason. If you contact us, we may keep a record of your email and other correspondence.

Information that you provide to us as a result of filling in forms on our website, such as registering for information or making a booking.

Our website also uses cookies – for more information please read our full cookies policy.

b) Make a booking online, in person or by telephone.

At the time of making a booking or ‘holding’ a pitch or holiday home, either online, over the telephone or face-to-face, your details are entered onto our secure booking software, RMS. The software access is password protected and restricted to reservation staff. We collect information you give us such as your name, contact details, email, vehicle details and your bank/credit card details.

c) Interact with us on our social media pages (such as Twitter, Facebook and Instagram).

We collect information about you from Twitter and Facebook’s sites if the settings on your accounts or the privacy policies of those sites give us permission to do so. This would include your name, and any direct or private messages sent to us.

d) Sign up for our newsletter.

We collect information such as your name and email address and may audit your ‘click through rates’ on the newsletter emails that we send to you;

e) Participate in competitions or events hosted by us.

We collect information such as your name and contact details.

f) Through Our CCTV footage when you visit us in person.

We operate CCTV around the Holiday Park and at some of our on-site venues to protect your safety and our security.

Voluntarily provide us with your personal data whilst completing surveys, signing up for events, or providing feedback.

We collect information such as your name, email address, postal address and any additional comments or information you give to us.

If any of your personal data changes, or you believe that any of the personal data that we hold is incorrect, please let us know by contacting us at marketing@pentewan.co.uk and we will ensure that the Personal Data is up to date. We may also contact you from time to time to verify that your Personal Data is up to date.

When processing your personal data, we will only do so in relation to specific purposes and only after giving careful consideration to ensure that your privacy rights are not seriously impacted.

We will process the personal data that you provide to us in the following ways for the purpose of performing our contractual obligations to you:

To provide you with the services that you have requested or purchased from us, such as fulfilling your booking of a stay with us (this may include correcting any errors that you have provided such as any typos in your postal address).
In order to verify your identity (i.e. to confirm that you are who you say you are), such as verifying your eligibility for the sale of alcohol.
We will process the personal data that you provide to us in the following ways based on our “legitimate interests” as a business:
Where we do research on demographics, interests and behaviour based on the information you provide to us. We do this to better understand you. This research is compiled and analysed on an anonymised basis. We may share this anonymised data with potential advertisers or business partners.
To create a profile about you to ensure our communications to you are relevant and timely, and to provide you with an improved experience when using our services
To provide your personal data to our accountants or insurers from time to time.
To respond to any queries that you ask us;
Helping us identify and fix defects or errors in our sites, system or services; or
To carry out research in relation to your participation in any of our programmes or events that you have attended in order to measure customer satisfaction, evaluate the success of our programmes or to troubleshoot any issues.

We will process the personal data that you provide to us in the following ways in order to comply with our legal obligations:

To retain and process records when you make a booking with us;
To ensure that our sites are kept secure and to prevent crime;
For the purposes of identifying and preventing fraud; and
To comply with statutory or regulatory requirements, such as reporting requirements Health and Safety Law.

We will only retain such profiles for as long as it is appropriate to do so and will always delete this data responsibly.

We do not sell, trade or otherwise transfer information to third-parties other than those trusted to assist us in operating our website, conducting our business or servicing you, so long as those parties agree to keep this information confidential.

Where you have stayed with us, we may send you periodic marketing emails for up to three years following your last stay. The emails will include news, offers and information relevant to our holiday park. For up to two years following your last visit, we may send you a copy of our holiday park brochure. You can unsubscribe to these marketing communications at any time.

When subscribing to our online newsletter your name and email will be transferred to our e-newsletter provider. Your email will be securely stored on their server. You may unsubscribe at any time.

When completing a brochure request form via our website or by telephone your details will be added to our database and we may use your details to send you a copy of our brochure for up to two years following your request. We will also send you email communications if you choose to opt-in to our e-newsletter.

When completing a form or emailing us with an enquiry, we will use your contact details solely for the purpose of responding to your query. Your email will then be deleted from our server.

Except where we use third party services to collect information, when you are asked for personal data by us, you are sharing that information with us alone, unless we specifically state otherwise below.

We may also provide your personal data to third parties who may process your data as part of the services they carry out on our behalf. In order to provide you with the services that you have requested from us, the following third parties may also need to process your personal data:

Third party product and service providers whom we engage on your behalf to provide the products or the services that you have agreed to purchase (such as the purchase of tickets on our website). This may include, for example, fulfillment houses, taxi companies, courier companies (such as DPD), Royal Mail and local Restaurants with who you may request us to make a booking on your behalf;
Any statutory, governmental or regulatory body that requests the personal data and that we are obliged (by law or by regulation) to provide;
Our analytics and search engine providers assist us in the improvement and optimisation of our website. We currently use Google Analytics. Read their privacy policy online;
Local competition partners who team up with us to host competitions with who we share personal data as part of our partnership;

Please be aware that businesses that operate on our Parks (eg Hubbox, WiFi, SeaBreeze), or advertisers/websites that have links on our site may collect personally identifiable information about you. This privacy statement does not cover the information practices of those websites or businesses.

As our requirements change, we may need to change the third parties that process your personal data to meet those requirements.

We do not sell or rent your personal data to anyone, we will never provide your personal data to another company or organisation for their marketing purposes without your explicit consent.

We will always do our best to keep your personal data secure. Steps we take in order to do this include the use of technical controls (such as encryption and network protection), limiting the number of people working for us who have access to your data and ensuring that they are trained in protecting your personal data.

Where we use external suppliers to process your personal data, we put contracts in place to make sure that they treat it as carefully as we would and use it only in accordance with the instructions that we give to them. Where these suppliers operate outside of the European Economic Area (EEA), we will make sure that the levels of protection provided are at least equal to those required by UK law.

We will only retain your personal data for as long as we need to keep it. In considering how long to retain your data we will always take into account factors such as any ongoing obligations we have to you, the nature of our relationship with you, legal requirements (e.g. in relation to HMRC statutory retention periods) and contractual requirements. We will not keep your data indefinitely and will always dispose of it carefully when it is no longer necessary for us to retain it.

What are the choices available to you regarding collection, use and distribution of your personal data? The law gives you a number of rights in relation to your personal data and our use of it. You have the right:

to ask us not to use your personal data for direct marketing purposes;
to ask to see what personal data we hold about you and to find out about the way that we process the data (and in some circumstances, you can ask us to provide a copy to a third party);
to ask us to correct or update any personal data which is inaccurate;
to ask for personal data to be deleted in some (but not all) circumstances where there is no good reason for us to continue to process it;
to ask us to temporarily stop using your data if you don’t believe that we have a right to use it, or to stop us from using your personal data where there is no good reason for us to continue to use it; and
not to be subject to decisions made solely on the basis of ‘automated processing’ (i.e. the right not to be subject to decisions made solely by algorithms or computers without input from a human) in certain circumstances.

If you would like to exercise any of the rights listed above, or if you have any queries or concerns about the way we use your personal data (or any questions about this privacy policy), you can contact us by email at marketing@pentewan.co.uk, by telephone 01726 843 485 or by post, Pentewan Sands Holiday Park, Pentewan, St Austell PL26 6BT.

If you are unhappy with the way we have dealt with your personal data or if you have any further questions about how we process and retain personal data please contact us in the first instance by email at marketing@pentewan.co.uk, by telephone 01726 843 485 or by post, Pentewan Sands Holiday Park, Pentewan, St Austell PL26 6BT.

If you are still not satisfied, you have the right to lodge a complaint with the Information Commissioner’s Office. Further information on how to do this is available on the ICO website.

We may make changes to this policy from time to time. If we make any significant changes to this policy that impacts the way in which your personal data is treated, we will post the changes on this page or, where we feel that the changes are really significant, we may contact you directly. Changes will apply from the time we post them (either here on our website or when we contact you). This policy was last changed on 12th February 2020.

In addition to the click options throughout this policy, you may change or update any or all of the personal data that we hold about you by contacting our Office Manager at info@pentewan.co.uk