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Privacy Policy

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At Collar Club Cardiff and Vale, we take your privacy seriously. This Privacy Policy explains what personal information we collect, why we collect it, how we use it and your rights in relation to your information.

1. Who We Are

Collar Club Cardiff and Vale Ltd is responsible for the personal information described in this Privacy Policy.

You can contact us at:

Email: info@collarclubcardiff.com
Telephone: 07534 062047

Registered address:
Portland House
113–116 Bute Street
Cardiff
CF10 5EQ

2. Information We Collect

Depending on how you interact with us, we may collect information including:

  • your name;

  • email address;

  • telephone number;

  • booking details;

  • details you provide about your dog where relevant to your booking;

  • records of communications between you and us;

  • information relating to cancellations, refunds and previous bookings;

  • information you provide when contacting us about an incident, complaint or safety issue;

  • CCTV images where you enter an area covered by our CCTV system; and

  • technical information collected through our website and booking systems where applicable.

We do not normally receive or store your full payment-card details. Payments are processed by our payment-processing providers.

3. How We Use Your Information

We may use your information to:

  • process and administer bookings;

  • take and manage payments;

  • send booking confirmations, reminders, access information and gate codes;

  • contact you regarding changes, cancellations or issues affecting your booking;

  • provide customer service;

  • process cancellations and refunds;

  • maintain appropriate records of bookings and acceptance of our Terms and Conditions;

  • manage safety and security at our facilities;

  • investigate accidents, incidents, complaints or damage;

  • prevent or investigate misuse of our facilities;

  • comply with our legal obligations;

  • establish, exercise or defend legal claims; and

  • send marketing communications where we have an appropriate lawful basis to do so.

4. Our Lawful Bases for Using Your Information

UK data-protection law requires us to have a lawful basis for processing personal information.

Depending on the circumstances, we may process your information because:

Contract: the processing is necessary to make or administer your booking and provide the service you have purchased.

Legal obligation: we need to process information to comply with a legal requirement.

Legitimate interests: processing is reasonably necessary for the operation, security and protection of our business, customers and facilities. This may include maintaining booking records, investigating incidents, preventing misuse and protecting or defending legal rights.

Consent: where consent is required, for example for certain forms of direct marketing, we will rely on the consent you have given us. You can withdraw that consent at any time.

5. Booking and Payment Providers

We use third-party services to operate our website, booking and payment systems.

These may include Acuity Scheduling, Stripe and Wix.

These providers may process personal information on our behalf or in connection with the services they provide to us.

Payment-card information is handled by our payment provider and we do not normally have access to your complete card details.

These organisations have their own security and data-protection responsibilities.

6. Emails, Text Messages and Booking Communications

We may contact you by email or SMS where this is necessary to administer your booking.

This can include booking confirmations, reminders, access information, gate codes, cancellations, safety information and other important information relating to your visit.

These service communications are different from marketing messages and may be sent where necessary to fulfil your booking.

7. Marketing

We may occasionally send information about Collar Club, including news, services or offers, where you have consented to receive marketing or where we are otherwise legally permitted to contact you.

You can unsubscribe from marketing communications at any time using the unsubscribe facility provided or by contacting us.

Unsubscribing from marketing will not prevent us from sending essential communications relating to an existing booking.

8. CCTV

CCTV operates in certain areas of our premises, including the parking area.

CCTV is used for legitimate purposes including site security, safety, protecting customers and property, investigating incidents and preventing or investigating unlawful or inappropriate activity.

Further information is available in our CCTV Privacy Policy.

9. Who We Share Information With

We do not sell your personal information.

We may share information where reasonably necessary with organisations that help us operate the business, including:

  • website and booking-system providers;

  • payment processors;

  • IT and communications providers;

  • professional advisers such as accountants, insurers, insurance brokers or solicitors; and

  • law-enforcement agencies, courts, regulators or other authorities where required or permitted by law.

Where an accident, incident, complaint or insurance claim occurs, relevant information may be provided to our insurer, broker, legal advisers or other appropriate parties.

We only share information where there is an appropriate reason for doing so.

10. How Long We Keep Your Information

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

Different types of information may therefore be retained for different periods.

Where information may be relevant to a complaint, incident, dispute or legal claim, it may be retained for an appropriate period in order to establish, exercise or defend legal rights.

CCTV footage is normally retained for a limited period unless it is required for investigation of an incident, complaint, insurance matter or legal claim.

11. Keeping Your Information Secure

We take reasonable organisational and technical measures to protect personal information against unauthorised access, alteration, disclosure or loss.

We also use established third-party providers to operate important parts of our booking and payment infrastructure.

No internet-based system can be guaranteed to be completely secure, but we take reasonable steps appropriate to the nature of the information we hold.

12. International Processing

Some of the third-party technology providers we use may process or store personal information outside the United Kingdom.

Where this occurs, appropriate safeguards required by UK data-protection law will be used where applicable.

13. Your Rights

Depending on the circumstances, UK data-protection law may give you rights including the right to:

  • ask for access to personal information we hold about you;

  • ask us to correct inaccurate information;

  • ask us to delete information in certain circumstances;

  • ask us to restrict how information is used in certain circumstances;

  • object to certain processing;

  • withdraw consent where processing is based on consent; and

  • request transfer of certain information where the right to data portability applies.

These rights are not absolute and may not apply in every circumstance.

To exercise your rights, contact us at:

info@collarclubcardiff.com

We may need to verify your identity before dealing with a request.

14. Complaints

If you have concerns about how we use your personal information, please contact us first so that we have an opportunity to address them.

You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data-protection regulator.

15. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business, systems or legal obligations.

Version: September 2026

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