Privacy policy

This website is operated by Code Pod Management Ltd. We, Code Pod Management Ltd, take your privacy seriously and we ask that you read this policy carefully, as it contains important information on:

• the personal information we collect about you;

• what we do with your personal information; and

• who your personal information might be shared with.

We are the controller of the personal information that we collect from you on our website, which means that we are legally responsible for how we collect, hold and use your personal information. It also means that we are required to comply with data protection laws when collecting, holding and using your personal information.

If you have any questions about this statement or how we hold or use your personal information, please reach out to dpo@code-concepts.com

1. What personal information do we collect about you and why?

Our website is a place for you to find out more about us, the services that we offer and how you can book your experience with us.

When you visit our website, we collect personal information about you (including your name, address, e-mail address, and any other personal information that you provide when you contact us by telephone, e-mail or website enquiry form) when you:

• make a booking via our website (in which case, you will be redirected to the website of our service provider, Bokun, to complete the booking);

• provide us with feedback about our services; and

• submit an enquiry to us.

We use such personal information to:

• process your booking and collect payments via our service providers;

• provide you with the services that you have requested from us;

• communicate with you, including in response to any of your enquiries;

• improve our services and respond to changing needs;

• comply with accounting, taxation and record keeping requirements;

• consider your feedback and handle and resolve complaints made by you;

• keep the personal information that we hold about you accurate and up-to-date (if you provide any new personal information to us via the website); and

• notify you of any changes to our website or to our services that may affect you.

We may not be able to provide the above services to you if you do not provide us with sufficient personal information to allow us to do so, for example, in relation to your payment card details.

We may also send you promotional communications about our services (e.g. special offers), but only if you have actively opted in to receive such messages. You can withdraw your consent at any time by clicking the unsubscribe link in our emails or by contacting info@thelostclose.com.

We also use cookies on our website. Some cookies are essential for the operation of the site (e.g. to manage your booking), while others (such as analytics cookies) help us understand how visitors use our site. We will only use non-essential cookies if you have given us your consent via our cookie banner. You can change your cookie preferences at any time.

Name of cookie: Google Analytics

Owner: Google LLC.

Purpose of the cookie: This is a web analytics service provided by Google Inc., which uses cookies to show us how you found and explored our website, and how we can enhance your experience. It provides us with information about how you used our website e.g. how long you stayed on the website, the average number of pages viewed and also tells us how many visitors we have had.

Name of cookie: Google Ads

Owner: Google LLC.

Purpose of the cookie: We also use Google Ads to make sure you see the most relevant advertisements when you visit our website. Google Ads allows us to bid for ad space and display brief advertisements, service offerings, and product listings that might interest you. This cookie helps us track conversions, so we know when our ads are effective. It lasts for 90 days. This cookie, used by Google DoubleClick, helps us understand your actions after viewing or clicking one of our ads. It also helps us present targeted ads to you. This cookie lasts for 1 year.

Name of cookie: Meta Pixel

Owner: Meta Platforms Inc.

Purpose of the cookie: This tool helps us understand how you interact with our website, allowing us to optimize our Facebook ads and ensure they are relevant to you. By tracking your visits and actions on our site, we can create targeted ads that better suit your interests. This cookie helps us track your visits across different websites, ensuring we can provide you with the most relevant ads. It lasts for 90 days. This cookie helps us deliver, measure, and improve the relevancy of our ads. It also lasts for 90 days.

2. What is our legal basis for holding and using your personal information?

We only process your personal information where we have a lawful basis to do so under data protection law. These include:

• Contractual necessity: To process your booking and provide the services you have requested.

• Legal obligation: To comply with legal and regulatory requirements (e.g. tax and accounting).

• Legitimate interests: To improve our services, respond to feedback, and manage our business operations, provided these interests are not overridden by your rights and freedoms.

• Consent: For sending you marketing communications and, where applicable, for processing any special category data (e.g. health information for accessibility needs).

You have the right to withdraw your consent at any time by contacting us.

If you provide us with personal information about someone else (e.g. when booking on their behalf), you must ensure that you have their permission to do so. If the individual is under 13 years old, you must be their parent or legal guardian or have obtained consent from their parent or guardian.

3. Who do we share your personal information with?

We may share your personal information with:

• our service providers (e.g. Bokun) to process your booking and payments;

• IT and cloud service providers who host our systems;

• our legal advisors, auditors, and accountants;

• third-party mailing providers (only if you have opted in to receive marketing).

All third parties are required to handle your data securely and in accordance with data protection law. We do not sell your personal information.

4. How long do we keep your personal information?

We retain your personal information only for as long as necessary to fulfil the purposes outlined in this policy, including to meet legal, accounting, or regulatory requirements. For example, we typically retain booking and payment records for 7 years.

More information is available in our Data Retention Policy, which you can request by contacting dpo@code-concepts.com.

5. How do we keep your personal information secure?

The security of your personal information is of importance to us and we use technical and organisational measures to safeguard your personal information.

While we take reasonable steps to protect your data, no method of transmission over the internet is completely secure. If we become aware of a data breach that poses a risk to your rights, we will notify you and the relevant authorities as required by law.

6. What if you provide us with personal information about somebody else?

If you provide us with personal information about another person (e.g. a friend or family member), you must ensure that:

• they are aware of this policy and how their data will be used;

• they have given you permission to share their data with us;

• if they are under 13, you are their parent or guardian or have obtained parental consent.

7. Do we send your personal information outside the UK or EEA?

We may transfer your personal information to service providers located outside the UK or European Economic Area (EEA). In this case, we will safeguard your privacy rights and provide you remedies in the unlikely event of a data security breach.

8. What rights do you have in relation to your personal information?

You have the following rights:

• To access your personal information;

• To correct inaccurate or incomplete information;

• To request deletion of your data;

• To restrict or object to processing;

• To request data portability;

• To withdraw your consent at any time;

• To object to direct marketing;

• To lodge a complaint with the Information Commissioner’s Office (ICO).

To exercise any of these rights, contact dpo@code-concepts.com. We may ask you to verify your identity before processing your request.

Please note: While we aim to respond to all legitimate requests regarding your personal data, we reserve the right to charge a reasonable fee or refuse to act on requests that are manifestly unfounded, excessive, or repetitive, as permitted by data protection law.

9. Feedback and complaints

We welcome your feedback. If you have concerns about how we use your personal information, please contact us.

You also have the right to lodge a complaint with the UK Information Commissioner’s Office (ICO):

• Website: https://ico.org.uk/

• Complaints: https://ico.org.uk/concerns/

• Phone: +44 303 123 1113

If you would like to receive this policy in an alternative format (e.g. audio, large print, or braille), please contact dpo@code-concepts.com

10. Updates to this policy

We may update this policy from time to time. Please check this page periodically to ensure you are aware of the most recent version.

Last updated: December 2025