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Privacy and Cookie Policy

We respect your privacy and understand that it is important to you and that you care about how information about you is used, so this Privacy Notice sets out details about what data we collect and how we use it.

Where we collect personal data via our website and online booking system, we will be upfront about it and it will be obvious to you that you’re providing personal data and how we will be using it.

1. Website cookies and other tools

1.1  Strictly necessary cookies

These are essential to enable you to move around the website and use its features, such as accessing secure areas of the website. Without these cookies many of the services you have asked for, such as paying invoices or downloading trial versions of the software, cannot be provided. Below is a list of the strictly necessary cookies used on this website:
  • ASP.NetSessionID. This is a unique ID given to every user to help the website maintain session information for the Microsoft.NET framework that runs our website. This cookie is deleted as soon as you leave our website.

1.2 Performance cookies

The se collect information about how visitors use a website, for instance, which pages visitors go to most often, and if they get error messages from web pages. They don’t collect personal information that identifies a visitor. All information collected by these cookies is anonymous. They are only used to improve how a website works.
Below is a list of the performance cookies used on this website:
  • Google Maps. This site may use Google Maps to provide detailed information on how to locate us.  Google Maps stores up to four cookies: khcookie, NID, SNID and PREF. We use the Google Maps tools on the basis that Google adheres to its privacy policy which can be found at https://policies.google.com/privacy?hl=en-GB&gl=uk and its terms of service for Google Maps at https://www.google.com/intl/en_uk/help/terms_maps/
  • Google Analytics. 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. 

More details about Google Analytics cookies:

  • utma:  Contains a unique and anonymous identifying ID, which allows us to ensure that subsequent visits to our website are recorded as belonging to the same (unique) visitor. This cookie expires after two years.
  • utmb: is used to establish and continue a unique user session. Each time you request another page from the website the cookie is updated to expire after 30 minutes.
  • _utmc works with __utmb to determine when to create a new session for a website visitor. This is a session cookie and expires when you exit the browser
  • _utmz tracks how you found us and is used to calculate traffic and navigation within the website. It is updated with every new page view and expires after 6 months.

1.3 Functionality cookies

These cookies allow the website to remember choices you make (such as preferred language or the region you are in) and provide enhanced, more personal features. For instance, a website may be able to provide you with local weather reports or traffic news by storing in a cookie the region in which you are currently located. These cookies can also be used to remember changes you have made to text size, fonts and other parts of web pages that you can customise. They may also be used to provide services you have asked for such as watching a video or commenting on a blog. The information these cookies collect may be anonymous and they cannot track your browsing activity on other websites.
This site uses no functionality cookies.

1.4 Targeting cookies or advertising cookies

These cookies are used to deliver adverts more relevant to you and your interests They are also used to limit the number of times you see an advertisement as well as help measure the effectiveness of the advertising campaign. They are usually placed by advertising networks with the website operator’s permission. They remember that you have visited a website and this information is shared with other organisations such as advertisers. Quite often targeting or advertising cookies will be linked to site functionality provided by the other organisation.
This site uses no targeting cookies or advertising cookies.

1.5 More Information

If you wish to not allow cookies, most web browsers allow some control of most cookies through the browser settings. To find out more about cookies, including how to see what cookies have been set, visit www.aboutcookies.org or www.allaboutcookies.org

1.6 Tawk.to

We use a chat feature on our website called tawk.to. Tawk.to uses cookies for the functionality of the website chat. Tawk.to’s privacy policy can be found here plus further details about online chat can be found below, in this privacy notice.

2. If you fill out our online Testimonials form

If you fill out our Testimonials form, a notification email containing the information you provided, is sent to the team at our office. A copy of the data you submit is therefore stored within our email systems for responding to your enquiry and a copy is kept for backup purposes within the website database. As our site uses SSL (https) the data you submit using the Testimonials form will be encrypted once you press the 'Submit' button. Any data you submit will only be kept within our email system and in our website database for as long as it is lawful to do so.

3. If you use our online chat

We use a third-party supplier (Tawk.to) to provide our online chat functionality on the website.
If we are online, you will not be asked to provide any personal details but Tawk.to will retain a record of our conversation along with some details such as your IP address, the area you are in, the source of your enquiry (whether via a search engine or direct to our website), the date and time, the type of device you are using, how many times you have visited the website and how many previous chats we have had with you and when your last visit was. However, we are not able to identify you from this information unless you submit any personally identifiable information during the chat.
If we are unavailable, you have the option to complete your name, your email address and your enquiry, which will be emailed to us and we will use the data provided in the same way as if you’d filled out our contact form (as set out above).
More details about how Tawk.to use personal data can be found in their privacy policy.

4. Website hosting

We use a third-party supplier (Angelfish) to host our website and online booking system. Whilst generally it would have no need to access our website content or database, it is possible it may from time to time do so, mainly for support queries. We are assured the hosting provider is GDPR compliant. You can view more information about Angelfish via its website www.angelfishsoftware.com and the website host Ridgeon Network via its website www.ridgeon-network.co.uk 

5. Using our booking service

Regardless of how you book with us, we maintain records relating to your order in our booking system. Each day we upload the previous days bookings to this system and after each “ship” day we upload any amendments. We may also use the system to produce reports so we know about upcoming bookings as well as anonymised statistics regarding the bookings to help us deliver our service more efficiently.

5.1 If you book online via our website

If you choose to book a parking space online, by clicking 'Book Now' on our website, you will be directed to our online booking system, which is hosted on the same platform as our website. We will ask you for certain information for the purposes of providing the parking services to you. Typically, we will ask for your name, address, email address, phone number, details about your car (make, model, colour, registration number etc), along with how many people are travelling. This information is submitted to our booking system, which we use for managing bookings, carrying out our service to you and to send out confirmation of your booking.
We will also ask you for payment information, which is collected and processed securely by our payment provider. The IP address of the person making the payment is recorded by our payment provider, Secure Trading.

5.2 If you call or email our offices to book a parking space

We will ask you for certain information for the purposes of providing the parking services to you. Typically, we will ask for your name, address, email address, phone number, details about your car (make, model, colour, registration number etc), along with how many people are travelling. This information is entered manually into our booking system, which we use for managing bookings, carrying out our service to you and to send out confirmation of your booking.
We will also ask you for payment information, which is processed securely by our payment provider. The IP address of the person making the payment is recorded by our payment provider, Secure Trading.

6. If you email us

If you send us an email, either directly, or because you’ve used our Testimonials form on the website, your emails will be stored in our email system. Only office staff have access to our email accounts and will be able to access any information stored in any emails exchanged with you. Once we have finished processing your emails, we will either file them (eg for a new booking) or delete them. If your emails relate to your booking, they will be kept within our email system for the length of your booking and then deleted.

7. If you contact us by phone

If you contact us with a query, a question about your booking or other customer services-related enquiries, we may record details of your interaction with us if it relates to a change in your booking.

8. People who are our customers

We have set out above what happens if you make a booking either online, by phone or via email and what might happen if you contact us via email or phone.
As well as maintaining our booking system we also maintain a customer database, which records details of bookings and booking history as well as details about you, your bookings including details of your cruise such as name of the ship, departure date etc, and notes relating to any correspondence. This database is stored securely and can only be accessed by office staff.

9. Contacting you for marketing purposes

We will never contact you for marketing purposes unless you have given us permission, or it is lawful for us to do so. We may contact you directly to ask if you would participate in a survey.

10. Employee data

For individuals who we employ, we keep paper-based HR records which record details relating to employment with the business. This data will only be information which is relevant for employment so that we can process your pay, provide holiday pay, emergency contact details etc.
If you are one of our drivers then we will also ask for a copy of your driving licence, a copy of your driving history and a copy of your private hire licence, which is a licensing requirement of New Forest District Council and a requirement of our fleet and liability insurance. All details are stored securely, either in paper form (locked away) or via our booking system (from where we generate our rotas) and / or on our computer.

11. Recruitment

If you send us a CV, either directly or via an online advertisement (eg via indeed.co.uk), then we will process your CV solely for the purposes of assessing whether we have a position available. If you are unsuccessful, we may delete your CV after the process. If it would be useful for us to keep a copy in case of future opportunities, we will always ask your permission first.
If you are successful and become an employee your CV and any associated information will form part of your HR file.

12. Retention

Unless stated elsewhere in this document or in our terms of service, we only store the data necessary to provide the services we provide to you. We will keep this data for as long as it is lawful for us to do so (this may be for as long as you are a customer or because of a legal obligation to retain the information, whichever is the longest).

13. Third party processors

We use a number of third-party cloud-based services for the purposes of effectively running our business and providing our services to you. We also use a number of third-party organisations, eg accountants, HR support etc.
In all cases where we are using a third-party service or company, we will only provide the minimal amount of information for the purposes of delivering the service to us and to meet our requirements.
We always carry out due diligence against all our third-party suppliers for the purposes of ensuring their compliance with data protection, maintaining adequate security of your data and ensuring they apply adequate data protection principles to the processing of the data we supply.

14. Your rights

Under current data protection legislation in the UK, you have rights as an individual which you can exercise in relation to the data we store and process about you. You can find more information about your rights on the Information Commissioner’s website.

14.1 Complaints

If you want to make a compliant about the way we are processing your data, you can contact us, using the contact details below. You also have the right to complain to the Information Commissioner’s Office by clicking here.

14.2 How to withdraw consent and object to processing

Where we are processing your data and needed to ask your permission to do so, you are able to withdraw your consent at any time. If you wish to raise concerns about the way we are processing your data or would like to raise an objection, then please contact us, using the contact details below.

14.3 Keeping your data up to date

It is important that any of your data that we process is kept up to date. We may from time to time ask you to verify your contact details but if you wish to update any information, we hold about you, please contact us using the contact details below.

14.4 Erasure of your data (the “right to be forgotten”)

Under some circumstances you may request us to delete your data from our systems. Where this is possible (eg we don’t have any legal purpose for continuing to process your data) we will erase it from our systems.
If you wish to exercise your right to be forgotten, please contact us via the contact details below.

14.5 Portability

Your right to portability allows you to request a machine-readable format of the data you supplied to us and associated service logs (where we store them). Please contact us, using the details below, if you wish to receive an export of your data.

14.6 Access to your data

You have the right to ask us about what data we hold about you, how we process it and provide you with a copy of the information, free of charge and within one month of your request.
To make a request for any personal information we hold and process about you, we would prefer it if you could put it in writing or in an email to the addresses below. We will need to verify your identity before providing the information and where necessary may contact you further to ensure we understand what data you are requesting.

15. Disclosure of information

We do not share any personal data with any third parties unless it is lawful for us to do so, if required by law to do so or if you provide us with permission to do so.

16. More information

For more information about your data rights and privacy or data protection in general go to the Information Commissioner’s Office (ICO) website.

17. How to contact us

If you have any questions about how we collect and use your information not covered in this privacy notice, or if you wish to speak to someone about our approach to data protection and privacy, please contact:

18. Changes to our privacy notice

We may change or update elements of this privacy notice from time to time or as required by law. The most current version of our privacy notice is available on our website at www.penguincruiseparking.net
Our Privacy Policy was last updated on 20 September 2023.