The General Data Protection Regulation (GDPR) is a European Union (EU) law taking effect on 25 May 2018. The goal of GDPR is to give EU citizens control over their personal data and change the data privacy approach of organisations across the world.
Personal data means any information relating to an individual which can identify them, directly or indirectly. It includes a wide range of identifying information such as name, email address, postal address, mobile number, location and genetic data, social identity, IP address and so on.
Under the GDPR which came into force in May 2018, you have rights as an individual which you can exercise in relation to the information we hold about you. You can read more about these rights here – https://ico.org.EEA/for-the-public/is-my-information-being-handled-correctly
Please read this Privacy Policy carefully as it sets out how Get Lost Escape Rooms Limited collects and uses personal information about you, according to the General Data Protection Regulations (GDPR) and is regularly reviewed. This policy was last updated on 25 May 2018. Please review this policy from time to time to ensure you are aware of any updates as these will take effect as soon as they are implemented.
At Get Lost Escape Rooms Limited we are committed to ensuring that your information is safe and secure whilst under our control to protect against loss, unauthorised disclosure or access. We have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect. All information you provide to us is stored on our secure servers or those of our service providers and any payment transactions will be encrypted using SSL technology.
We will only obtain information related to your booking or query and always with your full consent. The information we obtain will depend on your reason for contacting us. Please find further information on this below.
We only hold your personal information for as long as is necessary for the reason you provided it to us, as per the processing scenarios described below. In some cases, there are statutory obligations or industry best practise reasons that dictate the length of time for which we will hold your information. For example, if you make a complaint or feel you may have a legal claim against us, then we will hold your information for the duration of any statutory limitation period associated with such incidents.
This policy covers the personal information we may hold about you, however we obtain it. We collect information at different points during our relationship with you, for example, when you browse our website, sign up to receive marketing, make a booking for one of our games or sign a disclaimer at the site where you participate in a game. This privacy notice does not cover the links within this site to other websites and we encourage you to read the privacy statements on other websites you visit.
If you have any queries regarding our use of your personal data you can contact us on +44 (0)1304 892425, by email on info@getlostescaperooms.co.uk or in person at our registered trading address: 143 Snargate Street, Dover, CT17 9BZ.
There are many different ways in which you can interact with Get Lost Escape Rooms and how we will collect information about you depends on the purpose of your interaction.
All information obtained is used to ensure the business can run smoothly and provide a streamlined and professional service to you.
Under the GDPR which came into force in May 2018, you have rights as an individual which you can exercise in relation to the information we hold about you. You can read more about these rights here – https://ico.org.EEA/for-the-public/is-my-information-being-handled-correctly
If you choose to make a booking with us please ensure you are familiar with all our terms and conditions. You will be required to confirm you have read this when you make your booking.
Please be advised, CCTV and audio equipment is used to monitor gameplay in all of our rooms. We do not store or record our audio but the CCTV footage is recorded and retained for security reasons. This is not retained indefinitely and will be destroyed shortly after.
If you have given us your consent to receive marketing messages from us, you can change your mind and remove your consent (opt-out) at any time.
To do this you can click the ‘unsubscribe’ option at the end of a marketing email; email us at info@getlostescaperooms.co.uk; or write to us at Get Lost Escape Rooms, 143 Snargate Street, Dover, Kent, CT17 9BZ. It may take up to two weeks for your details to be removed from our marketing list.
Please note that if you have an upcoming booking we will send you service-related emails, even if you have unsubscribed from marketing communications as this is important information you will require for your experience.
Access to your information
Get Lost Escape Rooms tries to be as open as possible in terms of giving people access to their personal information. Individuals can find out if we hold any personal information by making a ‘subject access request’ under the GDPR. If we do hold information about you, we will:
give you a description of it
tell you why we are holding it
tell you who it could be disclosed to
let you have a copy of the information in an intelligible form
To make a request to us for any personal information we may hold you need to put the request in writing addressing it to our Data Protection Officer or writing to the email or postal addresses provided.
We will try to deal with your request informally in the first instance, for example by providing you with the specific information you need over the telephone.
If your details change, or if you think that any of the information that we have about you is incorrect or incomplete, please write to us with any changes you would like made at the contact details below.
You can withdraw the consent you gave for us using your image at any time. For children whose parents/legal guardian gave permission on their behalf, when they turn 16, they have legal rights over this data and will have the right to revoke the consent themselves. To withdraw your consent use the contact details below. We will stop using your images as soon as reasonably possible but note that images used for web-based promotions may remain indefinitely.
Similarly, if you would like to object to any ways in which your data is being processed including removing your consent, contact our Data Protection Officer at the details below.
You can contact us on +44 (0)1304 892425, by email on info@getlostescaperooms.co.uk or in person at our registered trading address: 143 Snargate Street, Dover, CT17 9BZ.
As part of our online presence we have a website and several social media channels including Facebook, Twitter, Instagram, YouTube and Google. The scenarios below explain how we collect and use your data when online.
We keep the information on servers operated by our hosting provider, this is secured by a password account that only Get Lost Escape Rooms has access to. This data is for our own use and we do not share it further.
Most of the data is collected as part of our analytics service and we keep the data on an ongoing basis. In addition, each cookie type retains information for a different length of time. See our Cookie Policy for more information.
We analyse the data collected in an anonymised way; looking at the overall usage and trends that the collective data provides through reporting and analysis.
Using our website?
We collect information about your computer such as browser, network location, type of connection, device and IP address. This is done using cookies – see our Cookie Policy for more information.
The type of information gathered is to determine how the website is working and enable us to improve its information and functionality to continuously improve the user experience to our website users.
Engaging via Social Media?
We collect information about your engagement with Get Lost Escape Rooms on our social media sites, such as Facebook, Twitter, Google, TripAdvisor, and Instagram.
When you respond to one of our adverts or posts by clicking a link that takes you to our website, we track that activity from a special cookie or tag that the social media platform uses and reports to our analytics tool. We collect this information to help us understand the success of our advertising, the type of content and information you like, and other social activity, which helps us plan future campaigns and communications of interest to our target customers.
If you sign up to receive our marketing emails we will as a minimum collect your name and email address.
If you have signed up to receive marketing alongside another action such as when you made a booking or used our contact form, we will not request any additional information.
We will use this information to send you marketing from time to time, which includes updates on Get Lost Escape Rooms experiences, discounts, competitions and other news we feel may be of interest to you.
The marketing emails you receive may contain tracking cookies within the email, used to record activity by recipients such as opening, forwarding or clicking links. This is tracked and stored in a database for analysis and evaluation, used to refine future email campaigns and supply you with more relevant content. For further information please refer to our Cookie Policy.
We keep your information in our bookings system and customer databases operated by our hosting partners, including those based in the US but who are compliant with EEA a data protection legislation under the Privacy Shield programme.
This data is for our own use and we do not share it further. We keep your details for a minimum of 5 years.
Targeted marketing?
We will use your personal data to participate in certain targeted advertising services offered by some social media channels, such as Facebook’s Custom Audience and Google’s Customer Match, so that you can receive targeted ads from us when you use the social media sites. We may use encrypted versions of your email address or phone number for this purpose.
Competition entry?
If you entered a competition through our website, we will collect your name and email address as a minimum, to accompany your entry. We need this so that we can administer the competition and contact the winner(s) to arrange their prize. We keep your information in customer databases operated by our hosting partners, including those based in the US but compliant with EEA a data protection legislation under the Privacy Shield programme. This data is for our own use and we do not share it further. We keep your details for a minimum of five years.
Cookies?
We use cookies to personalise content and ads, to provide social media features and to analyse our traffic. We also share information about your use of our site with our social media, advertising and analytics partners who may combine it with other information that you’ve provided to them or that they’ve collected from your use of their services.
You may refuse cookies at any time using your browser settings and can find out more information about cookies at Your data is securely stored with Google Analytics and we'll keep this data as long as we find that it's useful, but within the recommended retention periods.
If you telephone us, we may take your name and phone number. We need this information so that we can use your name in the conversation, phone you back if necessary or use it in case of any litigation or query resolution. Depending on the nature of your enquiry e.g. to make a booking, the relevant process and data collection will be followed. We do not record phone conversations and do not store any information given unless processing a booking. We do not share your information further unless there is a claim or other issues requiring it to be shared with external agencies, for example, our solicitors. We do not keep information from phone calls.
Gift Vouchers
When you buy a gift voucher, you will follow the same online purchase process as in the ‘Making a Booking’ section below.
Making a booking?
When you make a booking with us, whether online, or by phone, we require certain personal information to deal with your booking. The following is generally required as minimum: name, email address, phone number, postal address, and payment card details or information relating to your company for group bookings. If you have any additional needs, you may need to provide more information.
This information is required to finalise your booking including taking your payment, and to ensure we can provide your experience.
We keep your information in our booking system and customer databases. We use an external booking system called Bookify. This booking system is an industry standard and is utilised by many Escape Rooms.
Your information is retained securely and is only accessible by authorised Get Lost Escape Room management.
We will also share certain details with our payment partner, Stripe, to process your payment and fulfil your booking. Your payment data is securely processed, encrypted and stored with the Stripe payment gateway. Please be aware management or staff cannot access any of your personal credit/debit card payment details. Your payment data is not stored or accessed by Get Lost Escape Rooms.
After your visit to Get Lost Escape Rooms we will contact you to gather feedback on your experience and encourage you to leave us a review. We keep your details for a minimum of five years after your experience at Get Lost Escape Rooms.
Photos of your experience
A photo opportunity is provided at the end of every experience, we may use these images across our full range of marketing and media channels and applications which promote and publicise Get Lost Escape Rooms. This may include digital and print content and materials such as our website, blog, social media, posters, advertisements, email content, leaflets and other publicity materials.
You retain your right to refuse your photo opportunity, and to request we remove a photograph from our social media accounts. Please contact us on +44 (0)1304 892425, info@getlostescaperooms.co.uk or visit our trading address at 143 Snargate Street Dover CT17 9BZ if you wish to discuss this.
Photos will not be used in conjunction with any other information that could identify you, unless we have gained your express permission beforehand. Such instances could include for a press article which may name you, or as a competition winner on a social media channel.
We keep all photos that we are actively using on servers operated by our hosting provider. Once we stop using the photos, we will destroy most of it but will keep selected photos that we used as a historical archive on the same servers. We will not share your photos with any third party except on our social media sites.
Get Lost Escape Rooms may actively use images for up to 15 years. However, due to the nature of the web, some images may remain online in some form for longer. We may also keep images that have been used in marketing activity in our archive library as a historic record of our brand and promotional development and these may remain indefinitely.
Terms & Conditions
When you book at Get Lost Escape Rooms you will be asked to agree to all Terms and Conditions, and provide your details, name, email address, date of birth, number of team members. You will be responsible for ensuring all members of your team understand all the rules. We ask for this information to ensure you have read and understood the rules of taking part in the activity.
We keep your information in our booking system and customer databases. We do not share this information and we will retain it for a minimum of 5 years.
Should any additional players attend and payment is required on site we can take a cash payment or card payment via our iZettle card terminal and software. All card payments are processed, encrypted and secured by iZettle. You will be offered a receipt for each transaction. We offer a receipt via SMS or Email, whichever is your preference. The telephone number/email address you provide is processed and stored securely with iZettle.
If you have an accident whether causing injury or not, we will collect details on a form about the event including at minimum your name, age, gender, address, phone number and the same for the adult who was supervising you and any other customers involved but not injured.
Similarly, if you are involved in an incident we will collect your name, age, gender, address, phone number.
It may also be necessary to take injury details, witness statements and photographs to document what happened.
We will collect this information so that we can comply with our policies and any legal requirements to investigate what happened, ensure a first-aider and any other medical professionals tending to you can provide you with the appropriate care, and take any other administrative actions required. It is required by law to keep a record of accidents and treatment, and to register attendance by a medical professional. The forms are also used in the event of any claim and to help improve safety standards by tracking any accidents, should they occur.
We transfer the information on the paper form to an online database operated by our hosting partners as soon as possible and destroy the paper copies.
We do not share this information unless with, for example, medical personnel if you need medical attention; our solicitors or other agencies as may be required by law – see ‘legal requirements’ section below.
We keep the information in case there is a claim about the cause of the accident and/or the treatments received. information will be kept for a period sufficient to cover Limitation Act claims. Consequently, most forms will be kept for four years. Those relating to individuals under the age of 18 may be kept until they are 21 years of age.
In some circumstances, we may have to disclose your personal information by law, because a court or the police or other law enforcement agency has requested it using the appropriate channels. This includes but is not limited to enforcement authorities for the Reporting of Injuries, Diseases and Dangerous Occurrence Regulations, the Health and Safety at Work Act 1974, and any other necessary regulations as part of an enforcement visit or investigation.
Get Lost Escape Rooms will always try to meet high standards when collecting and using personal information. For this reason, we take any complaints we receive about this very seriously. We encourage people to bring it to our attention if they think that our collection or use of information is unfair, misleading or inappropriate, or if you do not think that we have processed your data in accordance with this notice. We also welcome any suggestions for improving our procedures and the service we provide.
This Privacy Policy does not provide exhaustive detail of all aspects of data collection and use of personal information. However, we are happy to provide any additional information or explanation needed. Any requests for this should be sent for the attention of our Data Protection Officer at the address below.
143 Snargate Street
Dover
Kent
CT17 9BZ
+44(0)1304 892425
info@getlostescaperooms.co.uk