Privacy Policy

1. Who we are

Screaming Head Productions Limited
Trading as Paralysis Escape Rooms
Company number: 11665562
Registered office: 8 Pall Mall, Stoke-on-Trent, England, ST1 1ER
Email: hello@paralysisescaperooms.com

2. Information we may collect

Depending on how you use our website or services, we may collect information including:

• Your name.
• Email address.
• Telephone number.
• Postal or postcode information where provided.
• Booking date, time, room and group size.
• Payment and transaction information.
• Gift voucher and promotional code information.
• Information provided when you contact us or make an enquiry.
• Information supplied through participation waivers or consent forms.
• Age or guardian information where required for younger guests.
• Accessibility or health-related information you choose to provide where relevant to safe participation.
• CCTV images or recordings from areas where CCTV operates.
• Information about how you found us, such as marketing source, referral source or campaign information.
• Website and device information collected through cookies or similar technologies, including analytics information where you have allowed optional analytics.

3. Why we use your information

We may use personal information to:

• Process and manage bookings.
• Take and reconcile payments.
• Send booking confirmations and service messages.
• Manage changes, cancellations and vouchers.
• Provide customer service and respond to enquiries.
• Operate our escape room experiences safely.
• Manage waivers and participation requirements.
• Help us accommodate accessibility requirements.
• Protect customers, staff and property.
• Investigate incidents, complaints or disputes.
• Maintain appropriate business and financial records.
• Prevent fraud or misuse of our services.
• Send marketing communications where we are legally permitted to do so.
• Understand how customers find us and evaluate the effectiveness of our marketing.
• Understand how visitors use our website and improve its performance, content and customer experience where optional analytics have been allowed.

4. Our lawful bases

We only use personal information where we have an appropriate lawful basis.

Depending on the purpose, we may rely on:

• Contract – where information is needed to take a booking, provide an experience, process a purchase or manage the services you have requested.
• Legal obligation – where we need to keep or use information to comply with applicable legal, tax, accounting or regulatory requirements.
• Legitimate interests – where reasonably necessary to operate and protect our business, administer customer relationships, prevent fraud, maintain security, investigate incidents, improve our services and understand the effectiveness of our business activities, provided those interests are not overridden by your rights and interests.
• Consent – where we specifically ask for your permission, for example for optional cookies and analytics, certain marketing communications or use of identifiable photographs or video.

Where we rely on legitimate interests, our interests include running the business effectively, protecting customers, staff, systems and property, preventing misuse, improving our services and understanding how customers interact with our business.

Where we rely on consent, you may withdraw that consent at any time.

5. Health and accessibility information

If you choose to tell us about a medical condition, disability, pregnancy, epilepsy or other health-related matter, that information may be considered special category personal data.

We will only use such information where there is an appropriate lawful basis and additional condition for processing it, and only where reasonably necessary for the purpose for which it was provided.

Please only provide information that is relevant to your enquiry or safe participation in the experience.

6. Payments

Online card payments are processed using Stripe or another authorised payment service provider.

We do not need to receive or store your complete card number where payment details are handled directly by the payment provider.

Payment providers process information under their own legal, privacy and security obligations.

7. Who we may share information with

We do not sell customer personal information.

We may share information with trusted organisations where needed to operate our services, including:

• Payment processors such as Stripe.
• Website and hosting providers.
• Database and cloud service providers.
• Email delivery providers.
• Analytics providers where optional analytics are enabled.
• Professional advisers such as accountants or solicitors.
• Insurers or claims handlers where relevant to an incident or claim.
• Police, regulators, courts or public authorities where disclosure is required or permitted by law.

Service providers are only given information reasonably necessary for the services they provide to us.

8. International transfers

Some of the technology providers used to operate our website, database, payments, analytics or email services may process information outside the United Kingdom.

Where personal information is transferred internationally, we take appropriate steps to ensure that a lawful transfer mechanism and suitable safeguards are used where required.

9. CCTV and monitoring

Escape room areas may be monitored by staff during games for safety and operation of the experience.

CCTV or other recording systems may operate in communal and public areas for security, safety, incident investigation and protection of customers, staff and property.

CCTV information will only be accessed or disclosed where there is an appropriate reason to do so.

10. Waivers

We may collect participant names, age-related information, guardian information, signatures, acknowledgements and relevant consent choices through our waiver process.

We use this information to manage participation, demonstrate appropriate consent or acknowledgement, support safe operation and deal with incidents or disputes where necessary.

11. Marketing and social media

We may send electronic marketing where we are legally permitted to do so.

Where applicable, this may include communications to existing customers about our own similar services, subject to applicable direct marketing rules and the opportunity to opt out.

You can unsubscribe from marketing communications at any time using the unsubscribe option included in our marketing emails or by contacting us.

You have an absolute right to object to your personal information being used for direct marketing.

If you object or unsubscribe, we may retain limited information on a suppression list so that we can make sure we do not accidentally send you marketing again.

Where we ask for permission to use identifiable photographs, video or other customer content for marketing or social media, that consent will be separate from the requirement to participate in an escape room experience where appropriate.

12. Website analytics and cookies

Our website uses cookies and similar technologies for functions such as security and operation of the website.

We also use Google Analytics 4 to help us understand how visitors use the website, such as which pages are visited and how people interact with the booking journey.

Google Analytics is treated as optional analytics. Where consent is required, analytics technologies will only be activated after you have chosen to allow them.

You can reject optional analytics without preventing you from accessing the essential parts of the website or making a booking.

You can find further information and manage your choices in our Cookie Policy.

13. How long we keep information

We do not keep personal information indefinitely.

Retention periods depend on the type of information and why it was collected. We consider contractual, operational, safety, accounting, tax, insurance and legal requirements when deciding how long information should be retained.

For example, financial and transaction records may need to be retained for periods required by tax and accounting law, while other information may be kept only for as long as it remains reasonably necessary for the relevant business or legal purpose.

Information will be deleted, anonymised or securely disposed of when it is no longer reasonably required, subject to any legal or legitimate retention requirement.

14. Security

We take reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

Access to business systems and personal information is restricted according to role and operational need where appropriate.

15. Your data protection rights

Depending on the circumstances, you may have rights including the right to:

• Request access to your personal information.
• Ask us to correct inaccurate information.
• Ask us to delete information in certain circumstances.
• Ask us to restrict processing in certain circumstances.
• Object to certain processing.
• Receive certain information in a portable format where that right applies.
• Withdraw consent where processing is based on consent.

These rights are not absolute and may depend on the lawful basis and circumstances of the processing.

If your personal information is being used for direct marketing, you can object at any time and we will stop using it for that purpose.

16. How to exercise your rights

To make a privacy request, contact:

hello@paralysisescaperooms.com

We may need to verify your identity before providing personal information or acting on certain requests.

17. Complaints

If you have concerns about how we handle your personal information, please contact us first so that we can investigate.

You also have the right to complain to the Information Commissioner's Office, the UK's data protection regulator.

Visit ico.org.uk for further information.

18. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes to our services, systems or legal obligations.

The current version will be published on this website.

19. Contact

Paralysis Escape Rooms
Screaming Head Productions Limited
8 Pall Mall
Stoke-on-Trent
ST1 1ER
hello@paralysisescaperooms.com