Privacy Policy

Privacy Policy

Your privacy is important to us. We take great care with how we collect, store and use your personal information.

 

1. ABOUT THIS PRIVACY NOTICE

1.1 WHO ARE WE?

We are Escape Room Bournemouth Ltd trading as Marvo Mysteries. Our main address is 251 Holdenhurst Road, Bournemouth, Dorset BH8 8DA. You should address any enquiries about our use of your personal data to our Data Protection Officer (DPO) by post, by email at hello@marvomysteries.co.uk or by telephone on +44 (0)1202 386525.

 

1.2 HOW TO USE THIS PRIVACY POLICY

Please read this Privacy Policy carefully as it sets out how Marvo Mysteries collects and uses personal information about you, according to the General Data Protection Regulations (GDPR) and is regularly reviewed. This privacy notice was last updated on 24 May 2018. Please check these pages from time to time to ensure you are aware of any updates that we may make, and that will take effect as soon as they are made.

 

1.3 WHAT THIS NOTICE COVERS

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.

 

1.4 WHAT IS MEANT BY ‘PERSONAL DATA’?

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.

 

2. REASONS WHY AND HOW WE USE YOUR PERSONAL DATA

This privacy notice tells you what to expect when Marvo Mysteries collects your personal information. We will tell you what information we collect, why we use it, how long we will keep it and who we share it with. The notice applies to information we collect about you when you engage with us, including in any of the following ways:

 

WHEN YOU USE OUR ONLINE CHANNELS

  • Browse our website
  • Engage with our social media channels
  • Participate in our Live Webchat service
  • Use our online Contact form
  • Buy a gift voucher
  • Make a booking

 

WHEN YOU RESPOND TO OR ASK FOR MARKETING

  • Enter one of our competitions
  • Sign up to receive direct marketing

 

WHEN YOU VISIT MARVO MYSTERIES

  • Make a booking
  • Agree to having your photo used
  • Sign a disclaimer
  • Are involved in an incident
  • Give an online review

 

WHEN YOU CONTACT MARVO MYSTERIES FOR OTHER REASONS

  • Apply for a job
  • Contact us via phone

 

2.1 WHEN YOU USE OUR ONLINE CHANNELS

Marvo Mysteries  has a website and several social media channels that you can visit and engage with, including Facebook, Twitter, Instagram, YouTube and Google. Through our website you can find out about all the different Marvo Mysteries experiences and facilities. The scenarios below explain how we collect and use your data when you use our online channels in these ways.

 

BROWSE OUR WEBSITE

What information do we collect?

We collect information about your computer such as browser, network location, type of connection and device, IP address. This is done using cookies – see our Cookie Policy for more information.

 

Why and how do we use it?

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. We sometimes use the information to display a Marvo Mysteries advert to you whilst you are visiting other websites that offer this service. We also analyse the data collected in an anonymised way; looking at the overall usage and trends through reporting and analysis.

 

Where do we look after it?

We keep the information on servers operated by our hosting provider, and also with our analytics provider which is based in the US but compliant with Europe’s data protection legislation under the Privacy Shield programme.

 

Who do we share it with?

This data is for our own use and we do not share it further.

 

How long do we keep it for?

Most of the data is collected as part of our analytics service and we have agreed with our provider to 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.

 

ENGAGE WITH OUR SOCIAL MEDIA CHANNELS

What information do we collect?

We collect information about your engagement with Marvo Mysteries on our social media sites, such as Facebook, Twitter, Instagram, TripAdvisor, YouTube and Google.

 

Why and how do we use it?

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.

 

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.

 

Where do we look after it?

We keep the information on servers operated by our hosting provider, and with our analytics provider which is based in the US but compliant with Europe’s data protection legislation under the Privacy Shield programme.

 

Who do we share it with?

The analytics data is for our own use and we do not share it further.

 

How long do we keep it for?

Most of the data is collected as part of our analytics service and we have agreed with our provider to 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.

 

PARTICIPATING IN OUR LIVE WEB CHAT SERVICE

We offer an online service so that you can communicate directly and quickly with us through the website. The conversation ‘transcripts’ stay for 30 days in our webchat partner’s server and are kept for issue resolution and training purposes.

 

USE OUR ONLINE CONTACT FORM

What information do we collect?

When you contact us using a web form, you give us your name, email and phone number as part of your enquiry.

 

Why and how do we use it?

We will use this information, combined with the other information you gave us (contact message) to respond directly to you and answer any questions.

 

Where do we look after it?

Your information will be stored in our bookings system and customer database, operated by our hosting our providers.

 

Who do we share it with?

The analytics data is for our own use and we do not share it further.

 

How long do we keep it for?

We will keep your data for five years following our last communication with you, after which your details will be deleted from our systems.

 

BUY A GIFT VOUCHER

When you buy a gift voucher, you will follow the same online purchase process as in the ‘Make a Booking’ section below.

 

2.2 WHEN YOU VISIT MARVO MYSTERIES

You can make a booking for any of our games on our website, by contacting us via phone, or when you visit us. Before you can take part in your Marvo Mysteries experience, you will need to sign a disclaimer. If you are involved in an accident or incident we have a process that we need you to follow, which will include the potential collection of additional information.

 

MAKE A BOOKING

What information do we collect?

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.

 

Why and how do we use it?

The information we request from you is required to finalise your booking including taking your payment, and to ensure we can provide your experience.

 

Where do we look after it?

We keep your information in our booking system and customer databases, operated by our hosting providers.

 

Who do we share it with?

We will also share certain details with our payment partner to process your payment and fulfil your booking.

 

After your Marvo Mysteries experience, we share your email address with TripAdvisor, which invites you to review and post your experience with us on their platform.

 

How long do we keep it for?

We keep your details for a minimum of five years after your Marvo Mysteries experience.

 

AGREE TO HAVE YOUR PHOTO TAKEN AND USED

What information do we collect?

A photo opportunity is provided at the end of every experience, which will be collected with your name and email address.

 

Why and how do we use it?

We may use these images across our full range of marketing and media channels and applications which promote and publicise Marvo Mysteries. 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.

 

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.

 

Where do we look after it?

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.

 

Who do we share it with?

We will not share your photos with any third party except on our social media sites.

 

How long do we keep it for?

Marvo Mysteries has a policy to actively use images for up to 10 years. Again, due to the nature of the web, some images may remain ‘out there’ 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.

 

DISCLAIMERS

What information do we collect?

When you book a Marvo Mysteries experience, you will be asked to agree to all Terms and Conditions, and give details, name, email address, date of birth, of your team members so they understand all the rules.

 

Why and how do we use it?

We ask for this information to ensure you have read and understood the rules of taking part in the activity.

 

Where do we look after it?

We keep your information in our booking system and customer databases, operated by our hosting providers.

 

Who do we share it with?

We do not share this information.

 

How long do we keep it for?

We keep your details for a minimum of five years after your Marvo Mysteries experience.

 

 

ACCIDENTS AND INCIDENTS

What information do we collect?

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.

 

Why and how do we use it?

We will collect this information so that we can comply with our policies and any legal requirements to investigate what happened, ensure our 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.

 

Where do we look after it?

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.

 

Who do we share it with?

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 ‘Sharing due to legal requirements’ section below.

 

How long do we keep it for?

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.

 

2.3 MARKETING ACTIVITIES

Marvo Mysteries offers a range of competitions, promotions, surveys and news to its customers and prospective customers, which you are welcome to sign up to, or participate in.

 

SIGN UP TO MARVO MYSTERIES DIRECT MARKETING

What information do we collect?

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.

 

Why and how do we use it?

We will use this information to send you marketing from time to time, which includes updates on Marvo Mysteries 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.

 

Where do we look after it?

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.

 

Who do we share it with?

This data is for our own use and we do not share it further.

 

How long do we keep it for?

We keep your details for a minimum of five years after your Marvo Mysteries experience.

 

ENTER A COMPETITION

What information do we collect?

If you entered a competition through our website, we will collect your name and email address as a minimum, to accompany your entry.

 

Why do we collect and use it?

We need this so that we can administer the competition and contact the winner(s) to arrange their prize.

 

Where do we look after it?

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.

 

Who do we share it with?

This data is for our own use and we do not share it further.

 

How long do we keep it for?

We keep your details for a minimum of five years.

 

2.4 OTHER REASONS YOU MAY SHARE PERSONAL DETAILS WITH MARVO MYSTERIES

 

APPLY FOR A JOB

What information do we collect?

If you apply for a job with Marvo Mysteries, you will complete an online application form, giving us at minimum your name and email address along with your CV including previous job titles and places of employment.

 

Why do we collect and use it?

We need this information so that we can assess your suitability for the role you apply for and so that we can invite you for interview if your application is successful.

 

Where do we look after it?

We keep your information in our servers operated by our hosting partners.

 

Who do we share it with?

We do not share your information further.

 

How long do we keep it for?

We will keep your details for 12 months from the date of application. If you are successful and come to work with Marvo Mysteries, you will be advised of how your personal data will be used and stored during the offer process.

 

CONTACT US VIA PHONE

What information do we collect?

If you telephone us, we may take your name and phone number.

 

Why do we collect and use it?

We need this information so that we can use your name in the conversation, phone you back if the line was disconnected in error 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 – see the other reasons for processing in this Privacy Notice.

 

Where do we look after it?

We do not record phone conversations and do not store any information given unless processing a booking.

 

Who do we share it with?

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.

 

How long do we keep it for?

We do not keep phone conversation information.

 

 

 

3. MARVO MYSTERIES MARKETING ACTIVITIES

 

DIRECT MARKETING

If you have given us your consent to receive marketing communications from us by email, we will send you emails from time to time about our news, offers, competitions and experiences.

 

TARGETED MARKETING

We use segmenting techniques to ensure that the communications and offers we send you are personalised, timely and relevant based on your experience and interaction with us to date.

 

We do not provide your personal information to external organisations for their own marketing purposes.

 

SOCIAL MEDIA 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.

 

4. 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.

 

5. STORING AND SHARING YOUR INFORMATION

 

WHERE WE STORE YOUR PERSONAL DATA

The data that we collect from you will always be stored on our secure servers or those of our service providers. Unless otherwise stated in the individual scenarios in Section 3 above, it will be stored within the EEA*.

 

However, some of our providers are based in the US or other countries outside of the EEA which may have lower standards of protection for personal data than Europe enjoys. So, if your information does go outside of Europe we will transfer and store it with partners that are either signed up to the Privacy Shield (US companies) or have agreed to contractual terms that we set – in all cases they will be compliant with European data protection legislation.

 

* EEA is the European Economic Area which includes EU, EFTA (European Free Trade Association = Iceland, Norway, Switzerland, Liechtenstein).

 

If you want to know more about how we keep your data secure when it is transferred internationally, please contact us.

 

SHARING DUE TO LEGAL REQUIREMENTS

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.

 

HOW LONG DO WE KEEP YOUR INFORMATION?

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 in the sections above. 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.

 

6. SECURITY

 

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.

 

REPORTING A SECURITY INCIDENT

If at any point you suspect or become aware of a security incident (for example you receive suspicious communication from someone purporting to be a Marvo Mysteries employee or affiliate), please forward the communication to us or report it by email to hello@marvomysteries.co.uk.

 

If you have been the victim of a fraudulent transaction, please always contact the police and/or your bank in the first instance to ensure your own finances are secure.

 

7. YOUR RIGHTS OVER YOUR INFORMATION

 

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

 

ACCESS TO YOUR INFORMATION

Marvo Mysteries tries to be as open as it can be 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; and
  • 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 DPO or writing to the email or postal addresses provided below.

 

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.

 

CHANGES TO YOUR INFORMATION

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

 

Similarly, if you would like to object to any ways in which your data is being processed including removing your consent for marketing, contact our DPO at the details below.

 

REMOVING YOUR CONSENT FOR DIRECT MARKETING

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. Here are the ways you can contact Marvo Mysteries to do this: click the ‘unsubscribe’ option at the end of a marketing email; email us at hello@marvomysteries.co.uk; or write to us at Marvo Mysteries, 251 Holdenhurst Road, Bournemouth, Dorset BH8 8DA. It may take up to two weeks for your details to be removed from our marketing list.

 

Please note that if you have a forthcoming Marvo Mysteries 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.

 

REMOVING YOUR CONSENT FOR USE OF YOUR IMAGES

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 mentioned above.

 

We will stop using your images as soon as reasonably possible but note that images used for web-based promotions may remain indefinitely.

 

QUERIES AND COMPLAINTS

Marvo Mysteries tries to meet the highest 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 would also welcome any suggestions for improving our procedures.

 

Although it may seem lengthy, this privacy notice was drafted with brevity and clarity in mind. It does not provide exhaustive detail of all aspects of Marvo Mysteries 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 DPO at the address below.

 

If you want to make a complaint about the way we have processed your personal information, you can contact us, again through our DPO:

– By telephone on +44 (0)1202 386525

– By email at hello@marvomysteries.co.uk

– By post Marvo Mysteries, 251 Holdenhurst Road, Bournemouth, Dorset BH8 8DA, UK.

 

We will respond to your enquiry within five working days but may take 30 days to investigate and resolve your concern. If your query will take longer than this to investigate and resolve, we will let you know how long it will take.

 

If you are not satisfied with our response, you can refer the matter to the Information Commissioner’s Office (ICO). Information about how to do this is on the ICO website at www.ico.org.uk

 

HOW TO CONTACT US

If you need to contact us in relation to data protection including exercising your rights regarding your personal information including any of the reasons above, you can contact our DPO:

– By telephone on +44 (0)1202 386525

– By email at hello@marvomysteries.co.uk

– By post Marvo Mysteries, 251 Holdenhurst Road, Bournemouth, Dorset BH8 8DA, UK.