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Privacy Policy

This notice explains how Portland Hall Spa Limited uses your personal information when you visit our website, contact us, make a booking or visit the spa.

Last updated 8 November 2026

Who we are

Portland Hall Spa Ltd (‘we’ or ‘us’ or ‘our’) gather and process your personal information in accordance with this privacy notice and in compliance with the relevant data protection Regulation and law. This notice provides you with the necessary information regarding your rights and obligations, and explains how, why and when we collect and process your personal data.

Portland Hall Spa’s registered office is at 17a Portland Street, Southport, Merseyside, PR8 1LR and we are a company registered in England and Wales under company number 05378469. We are registered on the Information Commissioner’s Office Register of Data Controllers and act as the data controller. Our designated Data Protection Officer for the organisation is Nina Siddle, and we can be contacted at 17a Portland Street, Southport, Merseyside, PR8 1LR.

What we collect

Portland Hall Spa processes your personal information to meet our legal, statutory and contractual obligations and to provide you with our products and services. We will never collect any unnecessary personal data from you and do not process your information in any way, other than already specified in this notice.

The personal data that we may collect from is: –

• Name
• Date of Birth
• Home Address
• Personal Email
• Business Email
• Home Telephone Number
• Work Telephone Number
• Mobile Telephone Number
• Booking, voucher and enquiry details, including call information as described below
• Health information you provide through our spa consultation process

We collect information in the below ways: –

• Online forms (e.g. newsletter sign ups or gift voucher purchase)
• Consultation forms on arrival to the Spa
• By phone for enquiries and bookings, including when our AI receptionist answers

How we use your personal data

We use your details to arrange and fulfil bookings and purchases, including gift vouchers. We do this to take steps at your request before entering a contract with you or to fulfil our contract with you. We rely on our legitimate interests in answering general enquiries and resolving customer service issues. We use information to meet legal obligations such as keeping tax and accounting records.

If you sign up for marketing, we use your details with your consent. You can withdraw your consent at any time using the unsubscribe link or by contacting us. For health information we request through our spa consultation process, see the section on health information below.

AI receptionist and call handling

Some calls to Portland Hall Spa are answered by an AI telephone receptionist. The service answers general questions, takes messages and sends our team a summary for follow-up.

When the AI receptionist answers, it processes your voice during the call. It may use your phone number, the time and duration of the call, and any name, contact details, booking or voucher information you give. Depending on the call settings, it may also keep an audio recording or create a written transcript.

We rely on our legitimate interests in answering calls, capturing the details our team needs and following up accurately. Where we use information to arrange a booking you have requested or provide a service you have booked, we rely on taking steps at your request or performing our contract with you.

If you would prefer to speak with a person or want us to review an AI response, contact our spa team using our contact form or email [email protected]. Our staff assess treatment suitability and handle complaints and refunds. Please share any health information directly with the spa team and use our secure payment options for card details.

Our AI telephone answering provider processes call information on our behalf. It may use other providers for phone routing, speech processing, AI, hosting, notifications and technical support. Those providers may handle call content to deliver the service, check quality or resolve technical issues.

For the service we currently use, call information is typically processed in Ireland and the United States, and some call metadata is processed in Germany. The provider’s data processing agreement provides for transfers under UK adequacy regulations where they apply or under safeguards such as the UK Addendum to the EU Standard Contractual Clauses. You can contact us for details of where your data is processed and how to obtain a copy of the relevant safeguards.

We keep call records, including summaries sent to the spa, for as long as we need them to answer your enquiry, check details or follow up. We may keep relevant information longer if it forms part of a booking, complaint or legal claim, or if the law requires us to keep it. Our provider may hold records while it provides the service and during the return and deletion process after the service ends, subject to our deletion instructions and legal requirements.

Your Rights

You have the right to access any personal information that Portland Hall Spa processes about you and to request information about: –

• What personal data we hold about you
• The purposes of the processing
• The categories of personal data concerned
• The recipients to whom the personal data has/will be disclosed
• How long we intend to store your personal data for
• If we collected your data from someone else, information about the source

If you believe that we hold any incomplete or inaccurate data about you, you have the right to ask us to correct and/or complete the information and we will strive to update/correct it as quickly as possible; unless there is a valid reason for not doing so, at which point you will be notified.

You can ask us to correct or delete your personal information, restrict how we use it or, where applicable, receive a portable copy. You can object to processing based on our legitimate interests and object to direct marketing at any time. You can also withdraw consent where we rely on it. Processing carried out lawfully before you withdraw consent remains lawful. To exercise your rights, email [email protected] or write to us at the address above.

If we receive a request from you to exercise any of the above rights, we may ask you to verify your identity before acting on the relevant request; this is to ensure that your data is protected and kept secure.

Who we share your information with

We share information needed to provide our services with providers that support our website, manage bookings and vouchers, process payments, send marketing you have signed up for or provide AI call handling. Providers that process information on our behalf do so under contract. Payment or booking providers may also use information for their own purposes, such as meeting their legal duties, as described in their own privacy notices. We may share information with public authorities where required by law.

Safeguarding Measures

Portland Hall Spa takes your privacy seriously and we take every reasonable measure and precaution to protect and secure your personal data. We work hard to protect you and your information from unauthorised access, alteration, disclosure or destruction and have several layers of security measures in place, including: –

The safeguarding of consultation forms under lock and key, and the retention of customer information held online in a fully SSL encrypted site with password protection.

Consequences of Not Providing Your Data

You are not obligated to provide your personal information to Portland Hall Spa Ltd however, as this information is required for us to provide you with our services, we will not be able to offer some/all of our products or services without it.

How long we keep your data

We keep personal information for as long as needed for the purposes set out in this notice. We consider whether we still need it to fulfil a booking or purchase, respond to an enquiry or complaint, meet a legal duty or deal with a claim. We generally keep tax and accounting records for six years from the end of the financial year they relate to, or longer where required by law. The AI receptionist section above explains how we retain call information.

We keep marketing contact details while you are subscribed. If you unsubscribe, we may keep a record of that choice so we can honour it.

Health information

We ask for relevant health information, such as allergies or contraindications, through our consultation process so our spa team can assess whether a treatment is suitable. We use this information with your explicit consent. You can withdraw consent at any time by contacting us. Processing carried out lawfully before you withdraw consent remains lawful. If we lack the information we need to assess treatment safety, we may need to adapt or decline a treatment.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website. You can also switch cookies off by using the tool located in the bottom left of the window.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

How to make a data protection complaint

You can raise a concern about our use of your information by emailing [email protected] or writing to our Data Protection Officer at Portland Hall Spa Limited, 17a Portland Street, Southport, Merseyside, PR8 1LR. We will acknowledge your complaint within 30 days, look into it and let you know the outcome.

You also have the right to complain to the Information Commissioner’s Office (ICO) or call its helpline on 0303 123 1113.

You can request a copy of our Data Protection Policy by emailing [email protected].