All you need to know…
This privacy notice explains how Hendra Holiday Park collects, uses, and protects your personal information. We are committed to handling your data responsibly and in accordance with UK data protection law, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Contact Details
Postal Address:
Hendra Holiday Park
Newquay, TR8 4NY, UK
Telephone: 01637 875778
Email: feedback@hendra-holidays.com
Website: www.hendra-holidays.com
Summary
To provide you with the products and services you request, and to manage our relationship with you, we need to collect and use your personal information. This may include sharing your information with trusted third parties for operational, legal, or marketing purposes
What information is collected and why?
We collect or use the following information to provide services and goods, including delivery:
- Names and contact details
- Addresses
- Purchase or account history
- Payment details (including card or bank information for transfers and direct debits)
- Account information
- Information relating to loyalty programmes
- Vehicle details
- Website user information (including user journeys, device details, IP address and cookie tracking)
- Age, names and gender of booking party members
- Enquiries
- Images
We collect or use the following information for the operation of customer accounts:
- Names and contact details
- Addresses
- Payment details (including card or bank information for transfers and direct debits)
- Purchase history
- Account information, including registration details
- Marketing preferences
We collect or use the following information to prevent, detect, investigate or prosecute crimes:
- Names and contact information
- Passport Number and place of issue
- Onward travel details
- Vehicle details
We collect or use the following information for service updates or marketing purposes:
- Names and contact details
- Addresses
- Marketing preferences
- Location data
- Recorded images, such as photos or videos
- Purchase or viewing history
- IP addresses
- Website and app user journey information including page views, form fills and button clicks
- Website session recordings
- Tracking, targeting and performance cookies
- Records of consent, where appropriate
- Email client, device and browser info
- Demographics
- Images and videos
We collect or use the following information to comply with legal requirements:
- Name
- Contact information
- Identification documents
- Onward travel details
We collect or use the following personal information for dealing with queries, complaints or claims:
- Names and contact details
- Address
- Account information
- Purchase or service history
- Relevant information from previous investigations
- Customer or client accounts and records
- Financial transaction information
- Correspondence
- Call recordings
Lawful bases and data protection rights
Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.
Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:
- Your right of access – You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. You can read more about this right here.
- Your right to rectification – You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. You can read more about this right here.
- Your right to erasure – You have the right to ask us to delete your personal information. You can read more about this right here.
- Your right to restriction of processing – You have the right to ask us to limit how we can use your personal information. You can read more about this right here.
- Your right to object to processing – You have the right to object to the processing of your personal data. You can read more about this right here.
- Your right to data portability – You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. You can read more about this right here.
- Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. You can read more about this right here.
If you make a request, we must respond to you without undue delay and in any event within one month.
To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.
Our lawful bases for the collection and use of your data
Our lawful bases for collecting or using personal information to provide services and goods are:
- Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
- Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
- Enhanced safety, improved traffic flow, faster emergency response and deterrent against crime (vehicle details
- Service optimisation
- Performance tracking
- Continued improvement
For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
Our lawful bases for collecting or using personal information for the operation of customer accounts and guarantees are:
- Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Our lawful bases for collecting or using personal information to prevent, detect, investigate or prosecute crimes are:
- Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Our lawful bases for collecting or using personal information for service updates or marketing purposes are:
- Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
- Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
- Provide relevant advertising
- Limit advertising contact
For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above
How long we keep information
- Personal information from bookings: up to 10 years
- Marketing data: up to 3 years (or until consent withdrawn)
- Complaints/claims: 7 years
For information on how long we keep personal information, see our retention schedule here.
What do we use your information for?
We may use your personal information in the following ways:
- to carry out what is required from any contracts between you and us; i.e., we use payment card details to process payment for your holiday booking(s);
- to provide, enhance and personalise your experience on our website;
- we may use any contact information you have provided us to follow-up on a partial registration or booking if this has not been completed.
- to manage any other arrangements between us (or any of our affiliates);
- to notify you about any changes or contact you;
- to carry out market research; for example, we may contact you (including by email) to obtain your feedback on our products and services, and we may use details of your purchases to understand market trends and to identify popular products;
- to help us review, develop and improve the products and services we offer, including our digital services; for example, calls to our booking office may be monitored and/or recorded for quality control and training purposes. We also monitor details of your visits to our digital services, including, but not limited to, traffic data and page views for business and data analysis; and
- to address any claims made against us; i.e., we may share details of our accident logs and CCTV footage with our claims handlers and insurers in connection with any claim made or likely to be made against us.
Your personal information may also be used by us, our employees, contractors or agents, and disclosed to third parties, to comply with any legal obligation (including in connection with a court order), or other agreements we have with or otherwise concerning you, or to protect our rights, property or safety or those of our customers, employees or other third parties.
How we use your data for advertising
We rely on legitimate interests to send marketing emails, postal communications and SMS marketing to previous customers or account holders. If you book a holiday or leisure activity with us, or open an account whilst considering a booking we may use your contact details to email you about similar services or special offers we think you’ll find relevant. We also direct marketing activity, via the aforementioned channels to anyone who has provided us with consent to do so.
We may use your information to help show you tailored ads on platforms like Facebook or Google. This involves uploading encrypted (hashed) customer lists to match your details with social media accounts. This process helps us reach you with relevant updates, without sharing your personal data openly. Your data may also be used to create lookalike audiences to help us target our advertising more effectively.
You can opt out of marketing emails, SMS marketing, postal communications or audience matching at any time by contacting us or using the unsubscribe link in our emails.
For visitors to our website, we use targeting cookies and tracking tools like the Meta Pixel and Google Ads tags to understand how people interact with our site, for example, which pages are viewed, what links are clicked, or when a booking is started or completed. These tools help us measure how well our ads perform and enable us to show more relevant ads to people who’ve previously visited our site.
Where supported, we may also use Advanced Matching, which involves securely sending pieces of information you’ve already provided to us, such as your email address or phone number, to advertising platforms in an encrypted (hashed) format. These platforms use that data to try and match you to an existing account, so we can show you more relevant ads or exclude you from ads you’ve already responded to. This helps improve the accuracy and relevance of our advertising, without sharing your personal details in a readable format or allowing platforms to use your data for unrelated purposes.
You can manage your cookie preferences or opt out of this type of tracking at any time through our cookie settings or by adjusting your browser settings.
Where we rely on legitimate interests as our lawful basis, we have conducted a Legitimate Interests Assessment (LIA). This ensures our interests are not overridden by your rights and freedoms. You can contact us if you would like more information about this assessment.
How we use your data to deliver personalised marketing
We use your data to deliver more relevant marketing that reflects your interests and interactions with us. This includes sending tailored offers via email, post and SMS messages to previous customers based on what you’ve booked before, how recently you booked, and what we think might appeal to you next. We also send tailored offers via the aforementioned channels to people who have consented to receive marketing and may base the targeting on website behaviour and/or preferences that you have registered with us.
On our website, we use tracking tools like the Meta Pixel and Google Ads to collect information on how users browse and interact with our content. With features like event tracking and Advanced Matching, we can connect this on-site behaviour with details you’ve already shared (such as your email address) to create more accurate and personalised advertising on platforms like Facebook, Instagram, and Google.
We may also segment our customer data by factors such as booking history, frequency, and estimated lifetime value. This helps us tailor both our emails, SMS marketing and digital ads to different types of customers, for example, first-time visitors versus returning guests, so that the messages you receive are as relevant and timely as possible.
All personal data used for this purpose is handled securely, and you can opt out of personalised marketing at any time by updating your preferences, rejecting targeted cookies or contacting us directly.
For more information on how Meta uses your data visit: https://www.facebook.com/privacy/policy/?locale=en_GB. To view how Google uses your data visit: https://policies.google.com/privacy?hl=en-GB
Where we get personal information from
- Directly from you via phone, online, social media, live chat or email enquiries
- Forms completed on our website
- Booking agents
- Website use via accepted cookies
- Images and videos captured by professional contractors, yourself, friends and family or members of our staff
Sharing your information
Joint data controllers
Some of the third parties we work with operate independently in their use of personal data (for example, advertising platforms like Meta or Google). Where required, we ensure appropriate data sharing agreements or standard contractual clauses are in place.
Data processors
- Hoseasons, The Sun, Breakfree, Groupon, campsites.co.uk, Pitchup, Booking.com
- Backcourt Computers, Brightpark, Pitched, Prophet, Assist, Bookwhen, Hertzian
- Microsoft, Acronymns, Survey Monkey, Mailchimp, Google, Meta, Hotjar, Livechat, Issuu, TikTok, Avaya, Opayo, PayPal, Stripe
Others we share personal information with
External auditors, consultants, emergency services, legal obligations, publicly on website/social media
Sharing information outside the UK
In some cases, we may share your personal information with trusted service providers or advertising partners based outside the UK — for example, in the European Economic Area (EEA), the United States, or other jurisdictions where privacy laws may differ. Whenever we transfer your data internationally, we ensure appropriate safeguards are in place, such as standard contractual clauses approved by the UK Information Commissioner’s Office, or equivalent legal mechanisms, to protect your information in line with UK data protection laws.
If you would like more information about how your data is protected when transferred internationally, please contact us using the details provided.
Access to your personally identifiable information is restricted to those within the company who require access to carry out their role within the company.
We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or other’s rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.
Cookies
Cookies are small text files that we transfer to your computer’s hard drive to enable our systems to recognize your browser and help us to track visitors to our website and digital services, so we can better understand what portions of the website and digital services best serve you. You can read more about our cookie policy here.
Protecting your personal information
We implement a variety of security measures to maintain the safety of your personal information when you make a booking or purchase or access your personal information.
We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our payment gateway providers database only to be accessible by those authorized with special access rights to such systems, and are required to keep the information confidential.
Terms and Conditions
Please also visit our Terms and Conditions section establishing the use, disclaimers, and limitations of liability governing the use of our website by clicking here.
Changes to our Privacy Policy
If we decide to change this Privacy Policy, we will post the updated Privacy Policy on our website so that you are always aware of what personal information we collect, how we use it and under what circumstances we disclose it. The updated Privacy Policy will take effect as soon as it is posted on our website.
How to complain
If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.
You have the right to complain to the ICO if you are unhappy with how we use your data.
The ICO’s address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline number: 0303 123 1113
Website: https://www.ico.org.uk/make-a-complaint
Contacting Us
If there are any questions regarding this privacy policy, please contact us using the information below.
Postal Address:
Hendra Holiday Park
Newquay
TR8 4NY
Tel: 01637 875778
E-mail: feedback@hendra-holidays.com
Website: http://www.hendra-holidays.com
This policy was updated on 01/12/2025
