Last updated 30 June 2026.
This policy explains how we collect, use, store and protect your personal information when you visit dilhamhallretreats.co.uk, make a booking, hire a canoe, enquire about an event, join our mailing list or stay with us. We are committed to handling your information responsibly and in line with UK data protection law, including the UK GDPR and the Data Protection Act 2018.
If you have any questions about this policy, please email hello@dilhamhall.co.uk.
Who we are
The website and our retreats are operated by Bindwell Limited (company number 02475029), a company registered in England and Wales, trading as Dilham Hall Retreats. We are the data controller responsible for your personal information.
The information we collect
- Identity and contact details: your name, email address, postal address and phone number.
- Booking details: the dates of your stay or activity, the size and make-up of your party, whether you are bringing a dog, and any requests or requirements you tell us about.
- Payment information: taken securely by our booking and payment provider when you pay. We do not see or store your full card details.
- Correspondence: the messages you send us by email, phone, our enquiry forms or social media.
- Marketing preferences: whether you have chosen to receive our newsletter.
- Website and device data: information collected automatically through cookies and analytics, such as your approximate location, browser and how you use the site.
- CCTV images: if you visit the site, you may be recorded by our security cameras. Please see our CCTV Policy.
How we collect your information
- Directly from you, when you book, enquire, call or email us, sign up for our newsletter, or stay with us.
- Through booking channels such as Airbnb and Booking.com, when you book one of our pods through them.
- Automatically, through cookies and similar technologies when you use our website.
How we use your information, and our lawful bases
We only use your information where the law allows us to. The lawful bases we rely on are:
- To take and manage your booking (performance of a contract): confirming availability and price, processing payment, sending booking confirmations and pre-arrival information, and dealing with your stay.
- To run and improve our business (our legitimate interests): responding to enquiries, keeping records, preventing fraud, protecting our property and guests through CCTV, and understanding how our website is used.
- To send you marketing (your consent): only if you have chosen to receive our newsletter. You can opt out at any time.
- To meet our legal obligations: for example keeping accounting and tax records, or sharing information with the authorities where the law requires it.
Who we share your information with
We never sell your information. We share it only with the trusted providers who help us run our business, and only as far as they need it:
- SuperControl, our booking system, which manages availability, bookings and guest records.
- Our payment provider, which processes card payments securely.
- Airbnb and Booking.com, where you book a pod through one of those channels.
- Mailchimp, which manages our newsletter if you have subscribed.
- FormSubmit, which delivers messages you send through our website enquiry forms.
- Google (Analytics, Maps and Tag Manager), which helps us understand and improve the site.
- The police or other authorities, where we are legally required to, or to prevent or detect crime.
Card payments
All card payments are handled on a secure, PCI compliant page by our booking and payment provider. We do not collect or store your full card details ourselves.
Cookies and analytics
Like most websites we use cookies, which are small files stored on your device, to help the site work and to understand how it is used. We use them to:
- gather anonymous visitor statistics through Google Analytics;
- show maps through Google Maps;
- remember your preferences and keep the site working smoothly.
You can control or delete cookies through your browser settings, though turning some off may affect how the site works.
Storing your information outside the UK
Some of our providers, such as Mailchimp and Google, may process your information outside the UK and the European Economic Area. Where they do, we rely on appropriate safeguards, such as the UK approved standard contractual clauses, to make sure your information stays protected.
How long we keep your information
- Booking and financial records: kept for as long as you are a guest and afterwards for up to seven years, to meet our legal and accounting obligations, then securely deleted.
- Enquiries: kept only as long as needed to deal with your query and a reasonable period afterwards.
- Marketing: kept until you unsubscribe or ask us to remove you.
- CCTV images: normally kept for around 30 days, as set out in our CCTV Policy.
Your rights
Under data protection law you have the right to:
- ask for a copy of the personal information we hold about you;
- ask us to correct information that is wrong or incomplete;
- ask us to delete your information, where there is no good reason for us to keep it;
- ask us to restrict or object to how we use it;
- ask us to transfer your information to another provider;
- withdraw your consent to marketing at any time.
To exercise any of these rights, please email hello@dilhamhall.co.uk. We will respond within one month.
Marketing
We only send marketing emails to people who have chosen to receive them. You can unsubscribe at any time by clicking the link in any of our emails, or by emailing us. We will never pass your details to other companies for their own marketing.
Keeping your information secure
We take reasonable steps to keep your information safe and to work only with providers who do the same. No website or system can be guaranteed completely secure, but we treat the protection of your information seriously.
Complaints
If you are unhappy with how we have handled your information, please tell us first so we can put it right. You also have the right to complain to the Information Commissioner's Office (ICO), the UK regulator for data protection, at ico.org.uk or on 0303 123 1113.
Changes to this policy
We may update this policy from time to time. Any changes will appear on this page with a new "last updated" date.
How to contact us
Bindwell Limited, trading as Dilham Hall Retreats
Dilham Hall, Honing Road, Dilham, North Walsham, Norfolk, NR28 9PN
hello@dilhamhall.co.uk · 01692 513889
