Privacy & cookie Policy

Privacy and Cookie Policy

Last updated: 9 August 2026

This Privacy and Cookie Policy explains how Wensum Water Retreats collects, uses, stores and protects your personal information when you visit our website, contact us, make an enquiry or book accommodation or related services.

This policy applies to:

Website: https://wensumwaterretreats.co.uk/
Email: hello@wensumwaterretreats.co.uk

1. Who we are

Wensum Water Retreats is operated by:

Wensum Water Retreats
Swaffham Road
South Raynham
Norfolk
NR21 7HN

For the purposes of UK data protection law, the business identified above is the data controller responsible for deciding how and why your personal information is used.

In this policy, “Wensum Water Retreats”, “we”, “us” and “our” refer to that business.

2. The information we collect

The personal information we collect depends on how you interact with us.

Information you provide directly

We may collect:

• your name;

• postal or billing address;

• email address;

• telephone number;

• booking dates and accommodation preferences;

• the number and names of guests included in a booking;

• information about children or pets included in a booking;

• accessibility requirements or other requests you choose to provide;

• details of additional services or retreat experiences requested;

• messages, enquiries and correspondence;

• feedback and reviews;

• marketing preferences; and

• information needed to manage a complaint, cancellation, refund, damage claim or other booking-related matter.

Please avoid providing health information or other sensitive personal information unless it is genuinely necessary for us to accommodate a request safely.

Booking and payment information

When you make or manage a booking through our website, you may be redirected to, or interact with, booking services provided by Lodgify.

Lodgify may process booking details, contact information and transaction-related information on our behalf. Lodgify acts as a data processor for guest information it processes for accommodation providers, while it may act as a separate controller for certain account or platform information.

Payments may be handled by Lodgify and its supported payment providers. We do not normally receive or store your complete payment-card number, security code or online banking credentials.

Information collected automatically

When you use our website, we or our service providers may collect technical information such as:

• IP address;

• browser type and version;

• device type;

• operating system;

• pages visited;

• referral source;

• approximate location derived from an IP address;

• dates and times of visits;

• interactions with the website; and

• cookie and consent preferences.

Non-essential analytics or marketing information will only be collected through cookies or similar technologies where the required consent has been obtained.

Information received from other sources

We may receive personal information from:

• Lodgify and associated booking or payment providers;

• a person making a booking on behalf of other guests;

• travel agents, booking platforms or referral partners;

• providers of retreat experiences requested as part of your stay;

• fraud-prevention, identity-verification or payment-service providers; and

• public authorities where disclosure is legally required.

Where another person makes a booking on your behalf, they are responsible for ensuring that they have permission to provide your details and that you have access to this policy.

We do not purchase general marketing lists containing prospective guests’ personal information.

3. How and why we use your information

We only use personal information where we have a lawful basis for doing so.

To respond to enquiries

We use your contact details and the information in your message to respond to questions, provide availability information and prepare requested quotations.

Lawful basis: taking steps at your request before entering into a contract, or our legitimate interest in responding to genuine enquiries.

To administer bookings and stays

We use your information to:

• process and confirm bookings;

• manage payments, deposits, cancellations and refunds;

• provide arrival, access and departure information;

• communicate about your stay;

• provide requested facilities or additional services;

• manage guest requirements;

• maintain booking and financial records; and

• deal with complaints, incidents, damage or contractual disputes.

Lawful basis: performance of our contract with you, steps taken before entering into a contract, compliance with legal obligations and, where appropriate, our legitimate interests in managing and protecting our business.

To protect guests, properties and our business

We may use relevant information to:

• prevent fraud and misuse;

• protect the security of our website and systems;

• enforce booking terms and house rules;

• investigate accidents, damage, complaints or suspected unlawful activity; and

• establish, exercise or defend legal claims.

Lawful basis: our legitimate interests, compliance with legal obligations and the establishment, exercise or defence of legal claims.

To comply with legal and regulatory obligations

We may process and retain information where required for:

• accounting and taxation;

• insurance;

• health and safety;

• responding to lawful requests from courts, regulators or public authorities; and

• other statutory or regulatory obligations.

Lawful basis: compliance with a legal obligation.

To improve our website and services

We may use appropriately aggregated or consented analytics information to understand website performance, visitor behaviour and the effectiveness of our services.

Lawful basis: consent where information is collected through non-essential analytics cookies. In limited cases, we may also rely on our legitimate interests for security and essential technical monitoring.

To send marketing communications

Where you have actively asked to receive them, we may send news, offers, property updates and other promotional communications by email or another agreed channel.

Lawful basis: consent.

You may withdraw your consent at any time by:

• using the unsubscribe link in a marketing email; or

• emailing hello@wensumwaterretreats.co.uk.

Withdrawing consent will not affect essential communications about an existing enquiry, booking or stay.

We may retain a minimal suppression record after you unsubscribe so that we do not accidentally add you back to a marketing list.

4. When information is required

Some personal information is needed to enter into or fulfil a booking contract. Where required information is not provided, we may be unable to process a booking, accept payment, provide requested services or accommodate a particular requirement.

Marketing information is optional and is not a condition of making a booking.

5. Who we share information with

We only disclose personal information where reasonably necessary and subject to appropriate protections.

Recipients may include:

• Lodgify, which provides booking-management and website-booking services;

• payment processors and financial institutions;

• website hosting, email, IT, security and technical-support providers;

• cleaners, maintenance providers and property-management personnel;

• providers of optional retreat experiences requested by you;

• professional advisers, including accountants, insurers, lawyers and auditors;

• fraud-prevention and identity-verification providers;

• courts, regulators, law-enforcement agencies and other authorities where disclosure is lawful or required; and

• a purchaser, investor or adviser involved in a genuine sale, restructuring or transfer of all or part of the business.

Service providers may only use personal information for the services they provide to us, unless they have a separate legal basis and provide their own privacy information.

We do not sell or rent personal information to third parties.

6. Lodgify and third-party booking services

Our website may use or link to Lodgify for availability searches, booking administration and payments.

When Lodgify processes guest information on our instructions for a booking, Wensum Water Retreats remains responsible as the data controller and Lodgify generally acts as our data processor.

Lodgify and any payment provider may also process certain information for their own purposes, including platform security, fraud prevention, legal compliance and payment processing. Where they act as separate controllers, their own privacy policies apply.

You should review the privacy information displayed during the booking and payment process.

7. International transfers

Some technology, booking, email, payment or support providers may process personal information outside the United Kingdom.

Where this involves a restricted transfer under UK data protection law, we will take steps designed to ensure that the information remains appropriately protected. Depending on the destination and recipient, these measures may include:

• UK adequacy regulations;

• the UK International Data Transfer Agreement;

• the UK Addendum to approved standard contractual clauses; or

• another lawful transfer mechanism.

You may contact us for further information about the safeguards relevant to your information.

8. How long we retain information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including legal, accounting, insurance and dispute-resolution requirements.

Our usual retention periods are:

• Unsuccessful general enquiries: normally up to 12 months after the last meaningful communication;

• Booking and guest correspondence: normally for up to six years after the end of the relevant financial year or completion of the booking, where needed for contractual, accounting, taxation or legal purposes;

• Financial and transaction records: for the period required by applicable accounting and tax law;

• Incident, insurance, complaint or legal-claim records: for as long as reasonably required to investigate and resolve the matter and meet applicable limitation periods;

• Marketing records: until you withdraw consent, we stop the relevant marketing activity or the information is no longer accurate or useful;

• Marketing suppression records: for as long as reasonably necessary to respect an unsubscribe request;

• Cookie-consent records: for the period reasonably necessary to demonstrate and remember your choices;

• Technical and security logs: for a limited period appropriate to the security purpose for which they were collected.

These periods may be extended where information is required for an active complaint, investigation, legal claim or statutory obligation.

When information is no longer needed, we will delete it, anonymise it or securely dispose of it.

9. Security

We use reasonable organisational and technical measures intended to protect personal information against:

• unauthorised access;

• accidental loss;

• misuse;

• alteration;

• disclosure; and

• destruction.

These measures may include access controls, secure hosting, software maintenance, encryption in transit, backups and restrictions on access to personal information.

No internet-based system is completely secure. You should take reasonable care when sending sensitive information electronically and contact us if you believe that your information has been compromised.

10. Your data-protection rights

Depending on the circumstances and the lawful basis used, you may have the right to:

• request confirmation that we process your personal information;

• request access to the personal information we hold about you;

• ask us to correct inaccurate or incomplete information;

• ask us to delete your information;

• ask us to restrict how we use your information;

• object to certain processing based on legitimate interests;

• object at any time to the use of your information for direct marketing;

• receive certain information in a structured, commonly used and machine-readable format;

• ask for certain information to be transferred to another organisation; and

• withdraw consent where processing is based on consent.

These rights are not absolute and may be subject to legal exemptions.

To exercise a right, email:

hello@wensumwaterretreats.co.uk

Please describe your request clearly. We may ask for information necessary to verify your identity. We will not normally charge a fee, although the law allows a reasonable fee or refusal in certain circumstances involving manifestly unfounded or excessive requests.

11. Complaints

Please contact us first if you have concerns about how we use your personal information:

Email: hello@wensumwaterretreats.co.uk

You also have the right to complain to the UK supervisory authority:

Information Commissioner’s Office

Further information is available at the ICO website.

12. Children’s information

Our accommodation may be used by families, but our website and booking services are intended for adults.

The person making the booking must be at least 18 years old and is responsible for providing any necessary information about children included in the booking.

We only use information about children where reasonably necessary to administer the accommodation or requested services. We do not knowingly use children’s information for direct marketing.

13. Third-party websites

Our website may contain links to websites or services operated by other organisations, including booking, payment, tourism and social-media platforms.

Those organisations are responsible for their own privacy practices. This policy does not govern third-party websites, and we recommend reviewing their privacy information before providing personal information.

Cookie Policy

14. What cookies are

Cookies are small text files placed on a computer, tablet, mobile phone or other device when a website is visited.

Cookies and similar technologies can:

• enable essential website functions;

• protect website security;

• remember choices and preferences;

• measure website use and performance; and

• support embedded or third-party content.

Some cookies are deleted when the browser closes. Others remain until they expire or are deleted.

15. Types of cookies we may use

Strictly necessary cookies

These cookies are required for the website or requested services to function. They may be used for:

• website security;

• network management;

• booking functionality;

• remembering privacy and cookie choices;

• maintaining forms or user sessions; and

• other essential technical operations.

Because these cookies are necessary to provide a service requested by the user, consent may not be required. They cannot always be disabled through our website.

Analytics cookies

Analytics cookies help us understand how visitors use the website, such as which pages are visited and whether errors occur.

We will only set non-essential analytics cookies after you have given the required consent.

Functionality cookies

These cookies remember optional choices or support enhanced website features. Where they are not strictly necessary, they will only be used with consent.

Marketing and third-party cookies

Marketing cookies may be used to measure campaigns, personalise advertising or track interactions across websites.

Third-party services, including embedded videos, maps, social-media content or booking tools, may also set cookies.

Where consent is required, these technologies will remain disabled until you make an affirmative choice.

16. Cookies currently used

The exact cookies used may change when website services, analytics tools, embedded content or booking integrations are updated.

The website’s cookie-consent panel should display an up-to-date list containing:

• the cookie or technology name;

• the provider;

• its purpose;

• its category;

• its duration; and

• whether it is set by Wensum Water Retreats or a third party.

A technical cookie scan should be completed before this policy is published, and the resulting cookie list should be incorporated into the consent tool or added to this section.

17. Managing cookie preferences

When you first visit the website, you should be given a clear choice to:

• accept optional cookies;

• reject optional cookies; or

• manage individual cookie categories.

Rejecting optional cookies should be as easy as accepting them.

You can change or withdraw your cookie choices at any time through the Cookie Settings link displayed on the website.

You can also control cookies through your browser. Blocking all cookies may prevent booking tools, forms or other website functions from working properly.

18. Do Not Track and browser signals

Some browsers send “Do Not Track” or similar preference signals. Standards for responding to all such signals are not yet consistent.

Where legally required and technically supported, we will respect applicable consent preferences through our cookie-management system.

19. Changes to this policy

We may update this Privacy and Cookie Policy to reflect:

• changes to our services;

• changes to the providers we use;

• legal or regulatory developments; or

• improvements to our privacy practices.

The current version will always be published on this page. Material changes may also be brought to your attention by another appropriate method.

20. Contact us

For questions about this policy, the use of your personal information or your data-protection rights, contact:

Wensum Water Retreats
Swaffham Road
South Raynham
Norfolk
NR21 7HN

Email: hello@wensumwaterretreats.co.uk