Lowther Castle Privacy Policy

LOWTHER CASTLE LTD – PRIVACY POLICY (updated 14th April 2021)

Introduction

This policy sets out the different areas where user privacy is concerned and outlines the obligations & requirements of the users, the website and website owners. Furthermore, the way this website processes, stores and protects user data and information will also be detailed within this policy.

Explaining the legal bases, we rely on

The law on data protection sets out a number of different reasons for which a company may collect and process your personal data, including:

Consent

In specific situations, we can collect and process your data with your consent. Eg. When you tick a box to receive email newsletters

When collecting your personal data, we’ll always make clear to you which data is necessary in connection with a particular service.

Contractual obligations

In certain circumstances, we need your personal data to comply with our contractual obligations. Eg. If you order an item from us for home delivery, we’ll collect your address details to deliver your purchase, and we may pass them to our courier.

Legal compliance

If the law requires us to, we may need to collect and process your data. Eg. We can pass on details of people involved in fraud or other criminal activity affecting the Lowther Group to law enforcement.

Legitimate interest

In specific situations, we require your data to pursue our legitimate interests in a way which might reasonably be expected as part of running our business and which does not materially impact your rights, freedom or interests. Eg. We may use your purchase history or specified interests to send you or make available personalised offers, or may also use your email address to send you direct marketing information, telling you about products and services that we think might interest you.

When do we collect your personal data?

• When you create an account with us
• When you visit our websites and make any purchase, redeem vouchers, or purchase annual passes
• When you purchase a product or service in person or by phone, but don’t have (or don’t use) an account
• When you supply us with a product or service
• When you engage with us on social media
• When you contact us by any means with queries, complaints etc.
• When you enter prize draws or competitions
• When you choose to complete any surveys, we send you
• When you comment on or review us
• When you’ve given a third party permission to share with us the information they hold about you
• We may collect data from publicly available sources (such as Land Registry) when you have given your consent to share information or where the information is made public as a matter of law
• When you visit our establishments or use our car parks, which usually have CCTV systems operated for the security of both visitors and employees. These systems may record your image during your visit
• When you sign up to use our public wifi
• When you ask us to send you e-newsletters

 

What sort of personal data do we collect?

• If you have a web account with us; your name, billing/delivery address, orders, email and telephone number. For your security, we may also keep an encrypted record of your login password.
• Details of your interactions with us online, on the phone or on the estate. Eg. We may collect notes from our conversations with you, details of any complaints or comments you make, details of purchases you made, items, web pages you visit and how and when you contact us
• Details of your interests and visiting habits. Eg. Which tickets you purchase, and when you visit us and/or details of your activities when you stay with us
• Details of your visits to our website and which site you came from to ours
• Information gathered by the use of cookies in your web browser. For more information on the use of cookies please see below.  
• Personal details that help us to recommend items of interest. Eg. If you live close to Lowther, we may send you details about annual passes. We’ll only ask for and use your personal data collected for recommending items of interest and to tailor your experience with us. Of course, it’s always your choice whether you share such details with us
• Payment information
• Your comments and product reviews
• Your image may be recorded on CCTV when you visit our establishments or use our car parks
• Your social media username, if you interact with us through those channels, to help us respond to your comments, questions or feedback

The website

This website and its owners take a proactive approach to user privacy and ensure the necessary steps are taken to protect the privacy of its users throughout their visiting experience. This website complies with all UK national laws and requirements for user privacy.

Use of cookies – What are cookies?

Cookies are small files saved to the user’s computer’s hard drive that track, save and store information about the user’s interactions and usage of the website. This allows the website, through its server to provide the users with a tailored experience within this website.

What do we use cookies for?

We may use cookies to remember personal settings you have chosen at our website. In no other context do we use cookies to collect information that identifies you personally. Most of the cookies we set are automatically deleted from your computer when you leave our website or shortly afterwards.

We use anonymous session cookies (short-term cookies that disappear when you close your browser) to help you navigate the website and make the most of the features. If you log into the website, application or a course as a registered user, your session cookie will also contain your user ID so that we can check which services you are allowed to access.

This website uses tracking software to monitor its visitors to better understand how they use it. This software is provided by Google Analytics which uses cookies to track visitor usage. The software will save a cookie to your computer’s hard drive in order to track and monitor your engagement and usage of the website, but will not store, save or collect personal information.

Should users wish to deny the use and saving of cookies from this website onto their computer’s hard drive, they should take necessary steps within their web browser’s security settings to block all cookies from this website and its external serving vendors.

Personal information

Whilst using our website, software applications or services, you may be required to provide personal information (name, address, email, account details, etc.). We will use this information to administer our website, applications, client databases and marketing material. We will ensure that all personal information supplied is held securely in accordance with the General Data Protection Regulation (EU) 2016/679, as adopted into law of the United Kingdom in the Data Protection Act 2018. Further, by providing telephone, fax and email details, you consent to Lowther Castle Limited contacting you using that method. You have the right at any time to request a copy of the personal information we hold on you. Should you wish to receive a copy of this, or would like to be removed from our database, please contact us at gdpr@lowther.co.uk

Information collection and use – How do we collect information?

Lowther Castle Limited collects information in two possible ways:

1. When you directly give it to us (“Directly Provided Data”)

When you sign up for our site, purchase our products or communicate with us, you may choose to voluntarily give us certain information – for example, by filling in text boxes or completing registration forms. All this information requires a direct action by you at that time in order for us to receive it.

1. When you give us permission to obtain from other accounts (“User Authorised Data”)

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. For example, this can be via social media or by choosing to send us your location data when accessing our website from your smartphone.

How long do we keep your data for?

Lowther Castle Limited will not retain your personal information longer than necessary. We will hold onto the information you provide either while your account is in existence, or as needed to be able to provide the Services to you, or (in the case of any contact you may have with our Administration team) for as long as is necessary to provide support-related reporting and trend analysis only.

If legally required or if it is reasonably necessary to meet regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our Terms and Conditions, we may also retain some of your information for a limited period of time as required, even after you have closed your account or it is no longer needed to provide the Services to you.

Registration forms

Lowther Castle Limited will not sell or rent your personally identifiable information, gathered as a result of filling out the site registration form, to anyone.

Choosing how we use your data

We understand that you trust us with your personal information and we are committed to ensuring you can manage the privacy and security of your personal information yourself.

With respect to the information relating to you that ends up in our possession, and recognising that it is your choice to provide us with your personally identifiable information, we commit to giving you the ability to do all of the following:

• You can verify the details you have submitted to Lowther Castle Limited by contacting our customer services team at gdpr@lowther.co.uk.  Our security procedures mean that we may request proof of identity before we reveal information, including your e-mail address and possibly your address.
• You can also contact us by the same method to change, correct, or delete your personal information controlled by Lowther Castle Limited regarding your profile at any time.  Please note though that, if you have shared any information with others through social media channels, that information may remain visible, even if your account is deleted.
• You are also free to close your account through our account settings. If you do so, your account will be deactivated. However, we may retain archived copies of your information as required by law or for legitimate business purposes (including to help address fraud and spam).
• You can always feel free to update us on your details at any point by contacting us at  gdpr@lowther.co.uk.
• You can unsubscribe from receiving marketing emails from us by clicking the “unsubscribe” link at the bottom of any email. Once you do this, you will no longer receive any emails from us.
• You can request a readable copy of the personal data we hold on you at any time. To do this, please contact us at gdpr@lowther.co.uk .

Please note, we are constantly reviewing how we process and protect data. Therefore, changes to our policy may occur at any time. We will endeavour to publicise any changes.

Disclaimer
The material on our site is given for general information only, and was correct to the best of our knowledge at the time of entering. We do advise to check with the Visitor Services Team on 01931 712192 before you travel if there are any specific elements that are vital to you visit.

Given that the Internet uses an open system we cannot warrant that the site and downloads reach you virus-free. You must, therefore, take all appropriate precautions for your own safety.

 

DigiTickets Privacy Policy

Who we are

In this privacy policy references to "we", "us" and "our" are to Lowther Castle. References to "our Website" or "the Website" are to lowthercastle.digitickets.co.uk.

Information collected and its use

The information we collect via the Website may include:

1. Any personal details you knowingly provide us with through forms and our email, such as name, address, telephone number etc.
2. In order to effectively process credit or debit card transactions it may be necessary for the bank or card processing agency to verify your personal details for authorisation outside the European Economic Area (EEA). Such information will not be transferred out of the EEA for any other purpose.
3. Your preferences and use of email updates, recorded by emails we send you (if you select to receive email updates on products and offers).
4. Your IP Address, this is a string of numbers unique to your computer that is recorded by our web server when you request any page or component on the Website. This information is used to monitor your usage of the Website.
5. Information about your device such as your web browser, screen resolution and operating system. This information is used to ensure we continue to support the different devices used by our customers.
6. Data recorded by the Website which allows us to recognise you and your preferred settings, this saves you from re-entering information on return visits to the site. Such data is recorded locally on your computer through the use of cookies. Most browsers can be programmed to reject, or warn you before downloading cookies, information regarding this may be found in your browsers 'help' facility.

We do not store any credit card details.

What we do with your information

Any personal information we collect from this website will be used in accordance with the Data Protection Act 1998 and other applicable laws. The details we collect will be used:

1. To process your order, to provide after sales service (we may pass your details to another organisation to supply/deliver products or services you have purchased and/or to provide after-sales service);
2. In certain cases we may use your email address to send you information on our other products and services. In such a case you will be offered the option to opt in/out before completing your purchase.

We may need to pass the information we collect to other companies for administrative purposes. We may use third parties to carry out certain activities, such as processing and sorting data, monitoring how customers use the Website and issuing our e-mails for us. Third parties will not be allowed to use your personal information for their own purposes.

Cookie Policy

Like many websites we use cookies to store and then retrieve small bits of information on your computer when you visit. This information is used to make the site work as you expect it to. It is not personally identifiable to you, but it can be used to give you a more personalised web experience.

Some of the information stored is put there by other companies whose software we have added to the site, and this can also impact your experience of other websites you may visit after leaving ours.

If you continue to use this site without taking action to prevent the storage of this information, you are effectively agreeing to this use.

If you want to learn more about the general uses of cookies, including how to stop them being stored by your computer, please visit Cookiepedia - all about cookies.

Below is a list of the different types of cookies used on this site, and an explanation of what they are used for. If you would like any more information, please get in touch.

Cookie	Name	Expiration Time	Purpose
Shopping Basket	PHPSESSID	24 minutes	This cookie is used to keep track of what items are in a user's shopping basket.
Cookie Consent	dtAnalyticsConsent	1 year	This cookie is used to monitor the users consent for analytical cookies on our site. No user data is collected without this being enabled.
Google Analytics	_ga _ga_container-id	2 years	These cookies are used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and the pages they visited. Read Google's overview of privacy and safeguarding data
	_gid	24 hours
	_gat_tracker-name	1 minute
Microsoft Clarity	_clck	1 year	These cookies are used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, including the number of visitors to the site and how they interact with the website. Read Microsoft Clarity's Cookie Overview and Data Retention Policy.
	_clsk	1 year
	CLID	1 year
	ANONCHK	1 year
	MR	1 year
	MUID	1 year
	SM	1 year
New Relic	__cfduid	1 year	This cookie is used to collect information about visitor's experience of the site in terms of performance. This helps us to monitor that our systems are working quickly and effectively, and to identify any problematic areas. Visit the New Relic website

Your Rights

You have the right to request a copy of any information that we currently hold about you. In order to receive such information please send your contact details including address to the following address:
Lowther Castle
Lowther Castle Penrith Cumbria
CA10 2HH

Other websites

This privacy policy only covers this website. Any other websites which may be linked to by our website are subject to their own policy, which may differ from ours.