1. Who we are
Finch Loft is a private short-stay accommodation in Finchampstead, Wokingham. For data-protection purposes, Finch Loft is the controller of the personal information described in this policy.
Privacy enquiries can be sent to info@finchloft.co.uk. Our public correspondence address is Nashgrove Lane, Finchampstead, Wokingham, RG40 4HG.
2. Information we collect
Depending on how you contact or book with us, we may collect your name, email address, telephone number, postal address, stay dates, number of guests, booking preferences, correspondence, booking and cancellation history, payment and invoice records, and information you choose to include in messages to us.
For security we may also keep technical records such as dates and times of privacy acceptance or form submission and a protected one-way hash derived from the connection address. Exterior security cameras may capture images around the property entrance or exterior areas where cameras are in use.
3. Why we use your information
We use personal information to answer enquiries; assess and administer booking requests; take and reconcile payments; provide booking, arrival and stay information; manage cancellations and refunds; maintain financial and security records; prevent misuse or fraud; comply with legal obligations; and establish, exercise or defend legal claims where necessary.
4. Our lawful bases
We normally process booking and guest information because it is necessary to take steps at your request before entering into a contract and to perform our accommodation contract with you. We also process information where necessary to comply with legal obligations and for legitimate interests such as operating the property securely, keeping appropriate business records and handling disputes. Where consent is the appropriate basis, you can withdraw it at any time without affecting processing that has already taken place lawfully.
5. Privacy acceptance on the booking form
Before submitting a booking request, you must confirm that you have read and accept this Privacy Policy and understand how your information will be used to manage your booking request, payment and stay. We record the acceptance date/time and policy version as part of the booking-request audit trail.
6. Payments
We keep records of amounts requested, received, refunded or outstanding and associated payment references. Where a bank, card processor or other payment provider handles a payment, that provider processes payment information under its own privacy terms. Finch Loft does not need to store full payment-card details in its booking system.
7. Email, hosting and other service providers
We use trusted service providers where necessary to host the website and database, deliver email, maintain backups and security, and support payment or business administration. These providers may process information only to provide their services to us and are expected to protect it appropriately. We do not sell personal information.
8. Sharing information
We do not routinely disclose guest information to unrelated third parties. We may share information with service providers as described above, professional advisers, insurers, banks or payment providers, and public authorities where required by law or where reasonably necessary to protect legal rights, guests, the property or others.
9. Retention
We keep information only for as long as reasonably necessary for the purpose for which it was collected. Booking, payment, invoice and related correspondence may normally be retained for up to six years where required for accounting, tax, contractual or legal purposes. Unsuccessful enquiries and booking requests may be deleted earlier when they are no longer required. Security information is retained only for an appropriate period unless it is needed to investigate an incident.
10. Security
We use access controls, protected administration pages, encrypted HTTPS connections, authenticated email delivery, backups and other technical and organisational measures designed to protect personal information. No internet service can guarantee absolute security, but we review our controls and restrict access to information to those who need it.
11. Your UK GDPR rights
Depending on the circumstances, you may have rights to request access to your personal information, correction of inaccurate information, deletion, restriction of processing, data portability, or to object to certain processing. Where processing relies on consent, you may withdraw that consent. Some rights are subject to legal exceptions, including requirements to retain financial or contractual records.
To exercise a privacy right, email info@finchloft.co.uk. We may need to verify your identity before acting on a request.
12. Complaints
If you are unhappy with how we handle personal information, please contact us first so we can try to resolve the issue. You also have the right to complain to the UK Information Commissioner's Office (ICO).
13. Changes to this policy
We may update this policy when our services, systems or legal requirements change. The current version and update date will always be shown on this page.