Privacy Policy
Silvery Urban Treks respects your privacy and is committed to handling personal information responsibly, lawfully and transparently. This Privacy Policy explains how we collect, use, store and share personal data when you visit silveryes.life, contact us, make a booking, request a private walk, subscribe to updates or otherwise interact with our business. Our tours are based in Exeter and we process data in line with the UK General Data Protection Regulation, the Data Protection Act 2018 and related privacy rules that apply to businesses serving customers in the United Kingdom. We have written this policy in clear language so that guests, organisers, schools, companies and website visitors can understand what data we hold, why we hold it and what choices are available to them.
1. Who we are
Silvery Urban Treks is a guided tours and city walks business serving Exeter and the surrounding area. When we decide how and why your personal data is used, we act as the data controller for that information. If you have questions about privacy, data handling or this policy, you can contact us by email at [email protected] or write to us at 12 Cathedral Yard, Exeter, EX1 1HJ, United Kingdom.
2. The information we collect
We may collect identity data such as your name, contact data such as your email address, telephone number and postal information, booking data such as dates, group size and tour preferences, payment related data needed to confirm or reconcile your order, and correspondence data when you email us or use a contact form. We may also collect technical data when you visit the website, including internet protocol address, browser type, device information, referring pages, approximate location derived from technical signals and usage information that helps us understand how people use the site. If you make a special request relating to accessibility, mobility or participation needs, we may process the information you choose to provide for the limited purpose of organising a suitable experience.
3. How we collect personal data
Most personal data is collected directly from you when you complete a booking, send an enquiry, request a private walk, join a mailing list, speak with us by telephone or communicate with us in writing. Some technical data is collected automatically through cookies, analytics tools, server logs and similar technologies when you use the website. We may also receive limited information from payment providers, booking partners or referral sources where necessary to complete a transaction, confirm a reservation or understand how a customer found us.
4. Why we use your data
We use personal data to provide and manage guided tours, answer enquiries, process reservations, confirm meeting details, take payment, issue refunds where required, maintain internal business records, improve our services and keep the website functioning properly. We may also use data to communicate practical information before a walk, including start times, route notes, weather advice or operational changes. Where you have opted in, we may send occasional news about new Exeter walks, seasonal tours or related offers. We do not sell personal data and we do not use your information for unrelated profiling.
5. Legal bases for processing
Our legal basis for using your information will depend on the context. In many cases we process data because it is necessary to perform a contract with you, for example when we take a booking and deliver a tour. We may also process information where it is necessary for our legitimate interests, such as operating the website, preventing misuse, improving services, handling administration or responding to customer enquiries, provided those interests are not overridden by your rights. In some cases we process data to comply with a legal obligation, including accounting, taxation or consumer protection requirements. Where consent is required, such as for certain marketing communications or non-essential cookies, we rely on consent and you may withdraw it at any time.
6. Sharing of personal data
We share personal data only where there is a genuine business need, a legal requirement or your request makes sharing necessary. This may include payment processors, website hosting providers, analytics services, email delivery providers, accountants, professional advisers and carefully selected contractors who help us run bookings or communications. If we work with trusted third parties, we require them to handle data securely and only for agreed purposes. We may disclose information if required by law, to protect legal rights, to prevent fraud or to respond to lawful requests from public authorities. We do not trade customer lists and we do not permit service providers to use your data for their own unrelated marketing.
7. International transfers
Some of our technology suppliers may process data outside the United Kingdom. Where that happens, we take reasonable steps to ensure that appropriate safeguards are in place, such as adequacy decisions, contractual protections or equivalent lawful transfer mechanisms. We aim to use providers that demonstrate suitable security and privacy standards.
8. Data retention
We keep personal data only for as long as it is reasonably necessary for the purposes described in this policy. Booking and transaction records may be retained for longer periods where needed for accounting, tax, insurance, dispute resolution or legal compliance. Enquiry emails that do not lead to a booking are reviewed periodically and removed when no longer required. Marketing preferences are retained so that we can respect opt-out requests and maintain accurate suppression records. Technical logs are kept for limited periods suitable to website security and performance analysis.
9. Security
We take security seriously and use proportionate technical and organisational measures to protect personal data against accidental loss, unauthorised access, misuse, alteration or disclosure. These measures may include access controls, secure account protection, software updates, restricted administration rights, reputable hosting services and careful handling of booking information. No online environment can be guaranteed completely secure, but we work to reduce risk and respond promptly if an issue arises.
10. Your rights
Under data protection law you may have the right to request access to the personal data we hold about you, ask for inaccurate information to be corrected, request deletion in some circumstances, object to certain processing, ask us to restrict processing, request portability where applicable and withdraw consent where processing depends on consent. These rights are not absolute and may depend on the reason we are holding the data, but we will consider every request carefully and respond within the time required by law. To exercise your rights, contact [email protected].
11. Children's data
Our walks may be attended by children when booked by parents, guardians, schools or organised groups. We do not knowingly market independently to young children or invite them to provide unnecessary personal data through the website. Where booking information relates to minors, we expect an adult organiser to provide only the information reasonably necessary to manage attendance, welfare and logistics.
12. Cookies and analytics
Our website may use cookies and similar technologies for core functionality, performance measurement and user preference management. Non-essential cookies are managed through consent choices where required. Further details are set out in our Cookie Policy. Analytics information helps us understand which pages are useful, how visitors navigate the site and how we can improve clarity for future guests planning an Exeter tour.
13. Third-party links
Our website may contain links to external websites, maps, ticketing services, local venues or social platforms. If you follow those links, your information will be governed by the privacy practices of the relevant third party. We are not responsible for the content, security or privacy handling of external sites and encourage you to review their policies before sharing personal data.
14. Changes to this policy
We may update this Privacy Policy from time to time to reflect changes in law, technology, suppliers or business practice. The most recent version will always appear on our website. If a change is significant, we may take additional steps to bring it to users' attention where appropriate.
15. Contact and complaints
If you have any concerns about how we use personal data, please contact us first and we will do our best to resolve the matter fairly and promptly. You also have the right to complain to the Information Commissioner's Office in the United Kingdom if you believe your data has been handled unlawfully or without due care. We nevertheless welcome the chance to address concerns directly and improve our service where needed.
Contact
Questions about this policy can be sent to [email protected] or by post to Silvery Urban Treks, 12 Cathedral Yard, Exeter, EX1 1HJ, United Kingdom.