Monkey Town UK Privacy Policy

Introduction and Aim

Monkey Town, owned by 24 Indoor, knows that you take your privacy seriously. We do, too. We will not misuse, sell or exploit any information provided to us. We take appropriate physical, electronic and managerial steps to ensure that personal information is kept safe and secure.

The majority of the information you provide to us is collected for the purpose of keeping customers safe inside the centre, managing bookings, operating the business effectively, complying with legal obligations and, where you have agreed, sending you information of interest about Monkey Town.

Information We Collect

Monkey Town may collect personal information in centre, online or through use of our services.

This may include:

• Name
• Address
• Email address
• Telephone number, for adults only
• Date of birth, for children only
• Booking information
• Photographs where appropriate
• CCTV recordings
• Customer feedback and survey responses
• Website usage and analytics information
• Marketing preferences and communication consents
  
  

Other than email addresses used for booking communications and marketing where consent has been provided, this information is collected primarily for the security of customers within the building, safeguarding, customer identification and the efficient operation of the business.

Children's Data and Safeguarding

As a family entertainment business, Monkey Town collects certain personal information relating to children, including names, dates of birth, booking information and photographs where appropriate.

This information is collected for safeguarding, security, operational and customer service purposes. We take the protection of children's information particularly seriously and only collect information that is necessary for the safe and effective operation of our centres.

Monkey Town recognises that children require particular protection when personal information is being processed. We are committed to ensuring that any information relating to children is handled with appropriate care and only used where necessary for safeguarding, security, operational, legal or customer service purposes.

Parents, guardians or those with parental responsibility are responsible for providing information relating to children and for ensuring that the information provided is accurate and up to date.

We will only use children's personal information for the purposes for which it was collected and will not use children's information for direct marketing purposes.

Lawful Basis for Processing

Monkey Town processes personal information in accordance with UK GDPR and Data Protection legislation.

The lawful basis used will depend on the purpose of the processing and may include:

• Performance of a contract where information is required to provide services, process bookings or administer customer accounts.
• Compliance with a legal obligation where we are required to maintain records or comply with regulatory requirements.
• Legitimate interests where processing is necessary for the safe and efficient operation of our business, including safeguarding, security, fraud prevention, customer service, business administration, accounting, billing, audit, statistical analysis and service improvement.
• Consent where we provide marketing communications, newsletters, competitions or promotional information.
• Vital interests where processing is necessary to protect an individual's health, safety or wellbeing.
• Public interest where applicable, including where processing supports safeguarding, safety or crime prevention obligations.

How We Use Personal Information

Monkey Town may use personal information to:

• Process bookings and provide services.
• Maintain customer records and accounts.
• Protect the safety and wellbeing of children, visitors and staff.
• Verify the identity of customers and authorised adults collecting children.
• Process payments and maintain financial records.
• Manage customer, staff and supplier contracts.
• Respond to enquiries and customer service requests.
• Improve our services, facilities and customer experience.
• Conduct customer surveys and gather feedback.
• Carry out statistical analysis and service improvement.
• Prevent fraud and detect crime.
• Support safeguarding and child protection procedures.
• Meet legal, regulatory, financial, employment and insurance obligations.
• Send marketing communications where consent has been provided.

Marketing Communications

Where you have provided consent, Monkey Town may contact you regarding events, promotions, offers, competitions, new services and other information we believe may be of interest to you.

Email addresses may also be used to communicate information about an event you have booked or operational information relating to your booking or account.

You will be asked at the time of providing your details whether you wish to be contacted by email for marketing purposes.

You may withdraw your consent or unsubscribe from marketing communications at any time by:

• Following the unsubscribe link included within our emails.
• Updating your account preferences.
• Contacting us directly.

Withdrawal of consent will not affect the lawfulness of any processing carried out before consent was withdrawn.

Cookies

Cookies are small pieces of information stored by your browser on your computer or device. They enable Monkey Town to provide features such as remembering aspects of your last booking search to make subsequent searches faster and improve your experience when using our website.

Cookies may be used to:

• Remember booking information.
• Improve website functionality.
• Analyse website performance.
• Enhance user experience.

Cookies can be deleted from your device if you wish. Most web browsers automatically accept cookies, but you can usually change your browser settings to prevent this. Even without cookies, you can use most of the features on our website. Our cookies do not contain personally identifying data.

Use of Pixels

In order to understand how customers interact with the emails and content that we send, we may use tracking pixels to understand whether emails have been opened.

We may also use pixels to understand whether you can receive emails in text or HTML format and to help us improve the relevance and presentation of our communications.

Website Analytics

Monkey Town uses website analytics services to help understand how visitors use our website and to improve the customer experience.

Analytics information may include pages viewed, time spent on the website, browser type, device type and general geographic location.

This information is used in an aggregated and anonymous format wherever possible and is not used to identify individual visitors.

CCTV

CCTV is used for maintaining the security of property and premises, preventing and investigating crime, supporting safeguarding procedures and protecting children, customers, visitors and staff.

CCTV may also be used to monitor staff when carrying out work duties where this is necessary and lawful.

The information processed may include visual images, personal appearance and behaviours. This information may relate to staff, customers, visitors, suspected offenders, members of the public and individuals inside, entering or in the immediate vicinity of the area under surveillance.

Third Party Processors and Service Providers

Monkey Town uses carefully selected third-party service providers to assist us in operating our business. These providers may process personal data on our behalf for purposes such as booking management, customer communications, payroll administration, accounting, customer feedback collection, direct debit management and website analytics.

Monkey Town currently uses a number of trusted third-party service providers, which may include:

• Roller – customer booking and management systems.
• Microsoft 365 – business emails and office systems.
• Google – website services and analytics.
• Exact – accounting and payroll administration
• Nostradamus – staff files and administration
• Agorapulse – Social media management platform 

All third-party providers are required to process personal data in accordance with applicable data protection legislation and are contractually prohibited from using personal information for their own purposes.

Monkey Town remains responsible for ensuring that any personal information processed on its behalf is handled securely and in accordance with this Privacy Policy.

International Transfers

Some of our service providers may process or store personal information outside of the United Kingdom.

Where personal information is transferred outside the UK, Monkey Town will ensure that appropriate legal and technical safeguards are implemented to maintain the level of protection required under UK GDPR.

These safeguards may include adequacy regulations, the UK International Data Transfer Agreement, Standard Contractual Clauses or other approved transfer mechanisms designed to protect personal information.

Data Security

Monkey Town takes the security of personal information seriously and implements appropriate technical, organisational and physical measures to protect personal data from unauthorised access, loss, misuse, alteration or disclosure.

Security measures may include:

• Restricted access controls and permissions.
• Password protection and secure authentication systems.
• Encryption where appropriate.
• Secure storage of electronic records.
• Staff training on data protection and information security.
• Regular reviews of systems, procedures and security controls.

Access to personal information is limited to employees, contractors and service providers who require it for legitimate business purposes.

Monkey Town takes strong precautions to protect data from loss, misuse, unauthorised access or disclosure, alteration or destruction and regularly reviews security measures to ensure personal information remains protected.

If personal data is involved in a reportable data breach, Monkey Town will follow established incident response procedures and, where required, notify the Information Commissioner's Office within 72 hours of becoming aware of the breach. Affected individuals will also be informed where required by applicable legislation.

Data Retention

Monkey Town retains personal information only for as long as necessary to fulfil the purpose for which it was collected, comply with legal obligations and protect the legitimate interests of the business.

When determining how long personal information should be retained, Monkey Town considers:

• The purpose for which the information was collected.
• Legal and regulatory requirements.
• Insurance obligations.
• Safeguarding considerations.
• Financial and employment record requirements.
• The need to establish, exercise or defend legal claims.
  
  

Typical retention periods include:

• Customer booking records – up to 3 years after the last activity.
• Marketing preferences and consents – until consent is withdrawn.
• CCTV recordings – normally retained for up to 90 days unless required for an investigation.
• Financial and accounting records – 6 years in accordance with legal requirements.
• Employee records – up to 6 years after employment ends.
• Accident and incident records involving children – retained in accordance with safeguarding, insurance and legal requirements.

Once information is no longer required, it will be securely deleted, destroyed or anonymised.

Disclosure of Information

Monkey Town may disclose personal information where required to do so by law, regulation, court order, safeguarding obligation, insurance investigation or for the prevention and detection of crime.

Information may also be shared with professional advisers, insurers, auditors, regulatory authorities, emergency services and carefully selected service providers where necessary and lawful to do so.

Any disclosure will be lawful, proportionate and limited to what is necessary for the relevant purpose.

Automated Decision Making

Monkey Town does not undertake automated decision making or profiling that produces legal effects or similarly significant effects on individuals.

Your Rights

As a data subject, you have rights under UK GDPR. These include:

1. The right to be informed about our collection and use of personal data.
2. The right of access to the personal data we hold about you.
3. The right to rectification if any personal data we hold about you is inaccurate or incomplete.
4. The right to erasure, also known as the right to be forgotten, where applicable.
5. The right to restrict the processing of your personal data.
6. The right to data portability, allowing you to obtain a copy of your personal data to re-use with another service or organisation.
7. The right to object to us using your personal data for particular purposes.
8. Rights relating to automated decision making and profiling.

Subject Access Requests and Accessing Your Data

Individuals have the right to request access to the personal information held about them.

Requests should be submitted using the contact details provided within this Privacy Policy. Please ensure that your request is clear, particularly if it relates to information we hold about you or a child for whom you have parental responsibility.

Before responding to a request, Monkey Town may ask for proof of identity to ensure that personal information is only disclosed to the correct individual and to protect personal information from unauthorised access.

We will respond to valid requests without undue delay and normally within one calendar month of receipt, in accordance with UK GDPR requirements.

How You Can Control Your Data

In addition to your rights under UK GDPR, when you submit personal data either online or at reception, you may be given options to restrict our use of your data.

In particular, we aim to give you clear controls over the use of your data for direct marketing purposes. This includes the ability to opt out of receiving marketing emails by unsubscribing using the links provided in our emails, updating your account preferences or contacting us directly.

What Happens If Our Business Changes Hands?

We may expand, reduce or restructure our business, which may involve the sale or transfer of all or part of the business.

Any personal data that you have provided may, where relevant, be transferred along with that part of the business. The new owner or controller will be permitted to use that data only for the same purposes for which it was originally collected and in accordance with this Privacy Policy.

Where required, you will be contacted in advance and informed of the changes. You may also be given the choice to have your data deleted or withheld from the new owner or controller where applicable.

Complaints and the Information Commissioner's Office

Monkey Town is committed to complying with all applicable data protection legislation.

If you have any cause for complaint about our use of your personal data, please contact us first using the details provided in this Privacy Policy so that we have the opportunity to resolve the matter.

If you remain dissatisfied, you have the right to lodge a complaint with the UK supervisory authority, the Information Commissioner's Office.

Website: www.ico.org.uk

Telephone: 0303 123 1113

You may also seek advice from your local Citizens Advice Bureau.

Contacting Us

If you have any questions regarding this Privacy Policy or how Monkey Town processes personal information, please contact:

Monkey Town Data Controller

24 Indoor Support Ltd.
26-28 Mulgrave Road
Unit 6
Mulgrave Chambers 
SM2 6LE Sutton
United Kingdom

Please ensure that your query is clear, particularly if it is a request for information about the personal data we hold about you.

Changes to this Privacy Policy

Monkey Town may update this Privacy Policy from time to time to reflect changes in legislation, operational practices, technology or services offered.

The most current version of this Privacy Policy will always be available on our website and at our centres. We encourage customers to review the policy periodically to remain informed about how their personal information is used and protected.