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Who are 'we'?

Living Coasts is an education, scientific and conservation charity dedicated to protecting our global wildlife heritage, and is part of South West Environmental Parks Ltd. Our registered charity number is 300923.

In this policy whenever you see ‘we’, ‘us’, ‘our’, it refers to Living Coasts and South West Environmental Parks Ltd. Our ICO registration number is ZA093301.

 

What this privacy policy covers

We are committed to protecting your privacy in accordance to our obligations under data protection legislation – the Data Protection Act 1998, but with effect from 25th May 2018, the General Data Protection Regulation.

This privacy policy explains what information we will collect about you and how we will use it.

We promise to respect your personal information and keep it safe. We aim to be clear when we collect your information and not do anything you wouldn’t reasonably expect.

 

How do we collect your personal information?

We collect your personal data whenever you complete a form, either on-line or on paper, or if you telephone us. For example, when you buy tickets to the Zoo, purchase an annual pass, adoption or experience, or make a donation. We need to ask for this information in order for us to process your purchase or donation. You may also give us your personal data if you enter a competition.

Information collected automatically through our website or apps
Google Analytics
When you visit www.livingcoasts.org.uk or use the Living Coasts app, we use Google Analytics to help us to understand how visitors are using our sites; this allows us to improve your online experience. We do not make any attempt to find out the identities of those visiting our website. Please click here more information about Google’s privacy policy.

Cookies
We use cookies to ensure you get the best your online experience with us. You can read more about how we use cookies here.

 

What personal information do we collect and how do we use it?

The type of personal information we collect about you will depend on the purpose for collecting the information. It may include your name, address, telephone number, email address, or a photograph. We will only collect the information we need. Personal information you provide to us will be used for the purpose outlined at the time of collection and in accordance with any preferences you expressed.

 

Information about our supporters
There are many ways in which you might support Living Coasts; for example, buying tickets to the Zoo, purchasing an annual pass, adoption or experience, buying tickets for an event, or making a donation. When you do any of these, we will collect the following personal information about you:

  • Name
  • Address
  • Postcode
  • Email address
  • Telephone number (in some circumstances)
  • Date of birth (if applicable)
  • Photograph (when purchasing an annual pass)
  • Your bank, credit or debit card details

We may also collect medical information in some circumstances; however, we will only ask for this where it is relevant and necessary.

We will only use your personal information to deliver the products or services requested, send a renewal reminder (where applicable) or to process a donation. We will only send you other marketing communications if you have given us permission to do so.

 

Children
In some circumstances, we may collect and process the personal information of under 18s. We will only ever collect the information we need and for the purpose it was collected. We will always try to gain consent from whoever holds parental responsibility for the child.

Family and child annual passes
Children under the age of 15 are included in a family annual pass, and child annual passes are available to everyone under the age of 15. We collect their name, date of birth and a photograph to ensure their right to admission to our zoos. We don’t ask children for consent to receive marketing communications, although a child with an annual pass may receive their renewal invitation.

Animal adoptions
Where a child has been given an animal adoption as a gift, we collect their name and address to enable us to fulfil the order. We don’t ask children for consent to receive marketing communications, although a child with an animal adoption may receive their renewal invitation.

Animal and keeper experiences
Children aged 8 years and over are able to participate in animal and keeper experiences. We collect their name and address to enable us to deliver the experience. We don’t ask children for consent to receive marketing communications.

 

Marketing communications
Email marketing
We will only contact you if you have given us permission to do so. By consenting to emails from Living Coasts, you are giving us permission to use your email address to send you email marketing communications. If you don’t want to receive email marketing communications from us anymore, you can opt out at any time by contacting us or using the ‘Unsubscribe’ link within our emails.

Postal marketing
We will only send marketing communications by post if you have given us permission to do so. Before we do so, however, we will always screen against the Mail Preference Service. You can opt out of receiving marketing communications by post by contacting us.

Fundraising
We are registered with the Fundraising Regulator. We will only send you fundraising communications, either by email or post, if you have given us your permission to do so.

Third parties
We will never sell your personal information, and we will never share your data with third parties for marketing purposes unless you have given us your consent. There may be times however, when we do need to share your details for data processing; for example, a mailing house to fulfil a postal mailing to you.

Changing your preferences and stopping communications
We’d love to keep you up to date with Living Coast's work, however, you can stop or change what communications you receive from us at any time.

  •  Opt out of email marketing by either clicking the ‘unsubscribe’ link within our emails, or by contacting us.
  • Change your contact preferences by clicking the ‘Update preferences’ link within our emails contacting us.

Job and volunteering applications
Job applications
When you apply to work at Living Coasts, we use your personal information to process your application and to monitor recruitment statistics. If your application is unsuccessful, we will keep your personal information for 12 months. Should you wish to remove your details prior to automatic deletion, please contact us

Registering your interest to volunteer with us
When you register your interest to volunteer at Living Coasts, we use your personal information to process your interest. If this is unsuccessful, we will keep your personal information for up to 6 months.

Image rights
From time to time, we take photographs or carry out filming for promotional purposes in the zoo. We will always ask for your permission to photograph or video before doing so. If you consent to this, we will store the image(s), your name and age (if it’s an image of a child) for future use.

Retention
We will only hold your personal information for as long as necessary for the purpose for which it was obtained.

 

keeping your information secure

We will always ensure that your personal information is secure and that we have the necessary controls in place, and conduct regular audits, in order to protect it.

Debit and credit card details
We make every effort to maintain customer confidentiality when securing an online payment. This includes ensuring the security of your credit card details and other personal information. We don’t store your card details on any of our systems. All of your personal information is encrypted as it travels over the internet. When you make a booking, you enter a secure internet site (indicated by the letters https:// in the address bar and/or a padlock displayed in your web browser). When you make a payment, you enter your card details directly into our payment provider’s secure web page. To protect you against credit card fraud, you will be asked to enter the unique security code printed on the back of your payment card.

Direct debits
When setting up a direct debit we require your name, address, email address and details of your bank account. This information is used to set up a regular Direct Debit payment with your bank. The mandate is retained by us securely in order to claim annual payments from your account as per your instructions. All transactions are covered by the Direct Debit Gurantee.

Third parties
We sometimes use other companies to collect or process your personal information on our behalf. We ensure that any third parties are contractually bound to ensure the security of your information. 

If requested, we may need to provide the police, regulatory bodies or legal advisors with your information.

We will never share your information will any other third parties unless you have given us your permission to do so.

 

Your right to access our data

You have the right to ask us for a copy of the personal information we hold about you. You also have the right to request for any personal information we hold about you to be erased where there is no compelling reason for us to continue to process this data. If you wish to request this information please write to us at Data Protection, Living Coasts, Beacon Quay, Torquay TQ1 2BG or email [email protected].

You will be asked to provide the following details: the personal information you wish to access, where it is likely to be held, and the date range of the information you wish to access. We will also be asked to provide two forms of identification. Once we have received this information and your identification we will respond within one month. This timeframe may be extended by up to two months if your request is particularly complex.

 

Queries or concerns

If you have any queries or concerns about data protection at Living Coasts, please contact us. If you are not happy with the response you receive, you may wish to contact the Information Commissioner’s Office at www.ico.org.uk


Updated April 2018.

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