Privacy Policy

• Contact information (name, email address, phone number, postal address)
• Booking details and preferences
• Payment information (processed securely through our payment providers)
• Health information relevant to participating in activities
• Information about your use of our website, including your IP address, which we use to keep the site secure and prevent misuse
• Chat messages and enquiries
• Marketing preferences

Our booking system is licensed to us by Endless Surf, with appropriate data processing agreements in place to protect your information.

4. Legal Basis for Processing

We process your personal data on the following legal bases:

• Contract: Processing necessary for the performance of a contract with you (e.g., when you make a booking)
• Legitimate Interests: Where we have a legitimate business interest to do so and the impact on individuals is limited
• Consent: Where you have given us consent to process your data, particularly for marketing communications
• Legal Obligation: Where we need to comply with a legal or regulatory obligation

5. How We Use Your Personal Data

We use your personal data to:

• Process and manage your bookings
• Provide the services you have requested
• Communicate with you about your booking or account
• Send you marketing communications (where you have consented)
• Improve our website and services
• Comply with legal obligations
• Ensure safety during activities

Website chat assistant

Our website chat assistant is an AI. It answers questions about Lost Shore, can make mistakes, and does not make decisions about you. We keep your questions, its answers and any rating you give. If you ask to talk to a person, we also ask for your name, email and, optionally, a booking reference, and pass these and your chat to our team. Please don’t type health or payment details into the chat.

We use this to answer your questions, pass on your enquiry, improve the assistant and prevent abuse, on the basis of our legitimate interests (or, for booking enquiries, to take steps towards a contract with you). Answers are generated by Anthropic, our AI provider (see Data Sharing and International Transfers). Retention periods are in Data Retention.

6. Data Sharing

We may share your personal data with:

• Our booking system provider (Endless Surf)
• Our live chat provider (Freshworks Inc.), under a data processing agreement
• Our AI provider for the website chat assistant (Anthropic, PBC), under a data processing agreement; it does not use your chats to train its models
• Payment processors to handle transactions
• Our staff who need access to provide services
• IT service providers who support our systems
• Legal and regulatory authorities when required by law

We will never sell your personal data to third parties or share it for marketing purposes without your explicit consent.

7. Data Security

We have implemented appropriate security measures to protect your personal data from accidental loss, unauthorised access, alteration, or disclosure. Access to your personal data is limited to those employees, agents, and contractors who need it to perform their duties.

8. Data Retention

We retain your personal data only for as long as necessary to fulfill the purposes for which we collected it, including for the purposes of satisfying any legal, regulatory, tax, accounting, or reporting requirements.

For bookings and waiver information, we typically keep records for 3 years after your last activity with us due to potential liability claims. For marketing purposes, we will keep your data until you unsubscribe or ask us to delete your information.

For conversations with our website chat assistant, we keep your questions and its answers for 90 days, after which they are deleted automatically. For live chat conversations with our team, we keep your messages in Freshchat for 90 days.