Privacy Policy & Cookies

Generated privacy notice - General Business

Thrive + Wild customer privacy notice

Registered name: T & W CREATIONS LTD

We are the controller of your personal data. For more information on controllers and their responsibilities please see our guidance on data protection principles, definitions, and key terms.

This privacy notice tells you what to expect us to do with your personal information.

  • Contact details

  • What information we collect, use, and why

  • Lawful bases and data protection rights

  • Where we get personal information from

  • How long we keep information

  • Who we share information with

  • How to complain


Contact details

Email: info@thriveandwild.co.uk

What information we collect, use, and why

We collect or use the following information to provide services and goods, including delivery:

  • Names and contact details

  • Date of birth

  • Purchase or account history

  • Health information (including dietary requirements, allergies and health conditions)

  • Health and safety information

  • Account information

  • Website user information (including user journeys and cookie tracking)

  • Information relating to compliments or complaints

We collect or use the following information for the operation of customer accounts and guarantees:

  • Names and contact details

  • Purchase history

  • Account information, including registration details

  • Information used for security purposes

We collect or use the following information for service updates or marketing purposes:

  • Names and contact details

  • Addresses

  • Marketing preferences

  • Purchase or viewing history

  • IP addresses

  • Website and app user journey information

  • Records of consent, where appropriate

We collect or use the following information for research or archiving purposes:

  • Purchase or viewing history

  • Website and app user journey information

  • Records of consent, where appropriate

We collect or use the following information to comply with legal requirements:

  • Name

  • Contact information

  • Financial transaction information

  • Any other personal information required to comply with legal obligations

  • Health and safety information

  • Safeguarding information

We collect or use the following personal information for dealing with queries, complaints or claims:

  • Names and contact details

  • Account information

  • Purchase or service history

  • Video recordings of public areas

  • Witness statements and contact details

  • Customer or client accounts and records

  • Financial transaction information

  • Information relating to health and safety


Lawful bases and data protection rights

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.

Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for the collection and use of your data

Our lawful bases for collecting or using personal information to provide services and goods are:

  • Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

    • Legitimate interest explanation for providing services and goods In addition to processing personal information under contract and legal obligation, we rely on legitimate interests for limited, supporting activities that are necessary to deliver our services safely, efficiently, and in line with customer expectations. We process personal information such as names, contact details, booking details, age-related information, and service usage records to support the practical delivery of services, including managing attendance, allocating capacity, applying age-appropriate access rules, responding to operational issues, and ensuring a smooth customer experience. This processing is legitimate and necessary because it enables us to: - Ensure services are delivered accurately and to the correct individuals - Manage session capacity, supervision requirements, and safe use of facilities - Respond quickly to issues affecting a customer’s visit or booking - Maintain reliable records to support customer queries or service continuity The benefits of this processing are shared by both our organisation and our customers. Customers benefit from clear communication, accurate bookings, appropriate supervision, and a safer, more reliable service. Our organisation benefits from being able to operate efficiently and responsibly. We have carefully considered the potential impact on individuals and believe the risks are low and proportionate, because: - Only information necessary to support service delivery is collected - Data is used in ways that customers would reasonably expect when booking and attending - Information is not used for intrusive profiling or unrelated purposes - Appropriate technical and organisational safeguards are in place - Individuals retain full data protection rights, including access and objection where applicable We do not rely on legitimate interests where processing is better supported by contract, legal obligation, or vital interests, and we do not use legitimate interests in a way that overrides the rights or freedoms of the individuals concerned.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

  • Vital interests – collecting or using the information is needed when someone’s physical or mental health or wellbeing is at urgent or serious risk. This includes an urgent need for life sustaining food, water, clothing or shelter. All of your data protection rights may apply, except the right to object and the right to portability.

Our lawful bases for collecting or using personal information for the operation of customer accounts and guarantees are:

  • Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

  • Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

    • We process personal information for the operation of customer accounts and guarantees because it is necessary to deliver the services customers choose to purchase and to manage the ongoing relationship between the customer and our organisation. Contract Processing personal information such as names, contact details, booking history, and payment references is necessary to enter into and perform a contract with our customers. Without this information, we would be unable to: - Create and manage customer accounts - Process bookings, memberships, and guarantees - Take payments, issue refunds, or resolve booking issues - Provide access to services safely and accurately This processing directly benefits customers by enabling them to book, manage, and receive the services they have paid for in a reliable and secure way. Legitimate interest We also rely on legitimate interests for limited, proportionate processing related to account administration, fraud prevention, customer support, and service improvement. This includes maintaining accurate records, preventing misuse of accounts, responding to enquiries, and improving systems based on how accounts are used. The benefits of this processing include: - Protecting customers from fraud or payment misuse - Ensuring accurate bookings and account records - Enabling effective customer support improving the reliability and usability of our booking and account systems We have considered the potential impact on individuals and believe this processing presents minimal privacy risk, as: - Only data that is necessary for these purposes is collected - Data is not used in unexpected or intrusive ways - Customers retain full rights over their data, including access, correction, and objection where applicable - Appropriate technical and organisational safeguards are in place We believe the benefits of this processing are clear, proportionate, and aligned with customer expectations, and do not override the rights or freedoms of the individuals concerned.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information for service updates or marketing purposes are:

  • Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

  • Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

    • Explanation of legitimate and necessary processing for service updates and marketing We process limited personal information, such as names, contact details, communication preferences, and booking history, in order to provide service updates and marketing communications in a way that is expected, relevant, and proportionate. Consent (marketing communications) Where we send marketing communications, we rely on explicit consent. Individuals actively choose to opt in to receive newsletters, offers, and updates about Thrive + Wild. This allows us to share information that may be of interest to them, such as new services, events, or membership options. The benefits to individuals include: - Receiving relevant information about services they may wish to access - Being kept informed about events, offers, or changes that affect their experience Consent is clearly recorded, can be withdrawn at any time, and marketing communications always include an easy opt-out. Individuals who do not consent do not receive marketing communications. Legitimate interest (service updates and limited customer communications) We also rely on legitimate interests to send non-promotional service updates and limited communications to existing customers. This includes information such as booking confirmations, operational changes, safety notices, or updates relating to services they already use. This processing is necessary to: - Ensure customers receive accurate and timely information about their bookings or memberships - Maintain a reliable and safe service - Provide appropriate customer support The benefits of this processing are shared by both the individual and our organisation, as it helps prevent confusion, missed bookings, or disruption to services. We have considered the potential impact on individuals and believe the risk is low and proportionate, because: - Only information necessary for communication is used - Communications are relevant and not excessive - Individuals can object to or opt out of non-essential communications - Data is not shared for third-party marketing purposes - Appropriate technical and organisational safeguards are in place We believe this processing aligns with reasonable customer expectations and does not override the rights or freedoms of the individuals concerned.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information for research or archiving purposes are:

  • Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

    • Explanation of legitimate and necessary processing for research or archiving purposes We use limited personal information in an aggregated and, where possible, anonymised form (such as booking trends, attendance levels, and website usage statistics) to understand how our services are used and to support service improvement and planning. This processing is necessary to: - Understand demand for different services and sessions - Improve scheduling, capacity management, and customer experience - Support business planning and the sustainable operation of our venue The benefits of this processing include: - Improved availability and suitability of services for customers - Reduced overcrowding or underutilisation of sessions - Better-informed decisions that enhance safety, accessibility, and overall experience We rely on legitimate interests because this use of data is expected in the context of operating a customer-facing service and delivers clear benefits to both individuals and our organisation. We have carefully considered the potential impact on individuals and believe the risks are minimal, as: - Data is analysed at a group level rather than to identify individuals - No intrusive profiling or automated decision-making takes place - Data is not used in a way that would be unexpected or harmful - Appropriate technical and organisational safeguards are in place Individuals’ rights and freedoms are respected, and this processing does not override their interests. Where applicable, individuals can exercise their data protection rights, including the right to object. We believe the benefits of using aggregated and anonymised information for service improvement clearly outweigh the limited privacy impact, and the processing is fair, proportionate, and necessary.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information for legal requirements are:

  • Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

  • Vital interests – collecting or using the information is needed when someone’s physical or mental health or wellbeing is at urgent or serious risk. This includes an urgent need for life sustaining food, water, clothing or shelter. All of your data protection rights may apply, except the right to object and the right to portability.

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

  • Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

  • Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

    • Legitimate interest explanation for dealing with queries, complaints or claims We process limited personal information under legitimate interests where it is necessary to respond to queries, investigate complaints, and manage or resolve claims in a fair, timely, and transparent way. This processing is legitimate and necessary because it enables us to: - Identify the individual raising a query or concern - Understand the service, booking, or incident involved - Communicate effectively to provide updates or outcomes - Investigate matters accurately and reach fair decisions - Protect the rights, safety, and interests of both the individual and our organisation The benefits of this processing are shared by all parties. Individuals benefit from having their concerns taken seriously, investigated properly, and resolved appropriately. Our organisation benefits from being able to maintain service standards, meet insurance and safeguarding requirements, and address issues responsibly. We have carefully considered the potential impact on individuals and believe the risks are low and proportionate, because: - Only information relevant to the specific query, complaint, or claim is used - Data is handled confidentially and accessed only by authorised staff or advisers - Information is not used for unrelated or intrusive purposes - Data is retained only for as long as necessary in line with defined retention periods - Individuals retain their data protection rights, including access, rectification, and objection where applicable Where processing is required by law or to protect someone from serious harm, we rely on legal obligation or vital interests instead. We do not use legitimate interests in a way that overrides the rights or freedoms of the individuals concerned.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

  • Vital interests – collecting or using the information is needed when someone’s physical or mental health or wellbeing is at urgent or serious risk. This includes an urgent need for life sustaining food, water, clothing or shelter. All of your data protection rights may apply, except the right to object and the right to portability.

Where we get personal information from

  • Directly from you

  • CCTV footage or other recordings

  • Insurance companies

  • Legal and judicial sector organisations

  • Schools, colleges, universities or other education organisations

How long we keep information

We only keep personal data for as long as it is necessary for the purpose for which it was collected, and in line with our legal, insurance, and safeguarding obligations.

  • Soft play waivers and consent forms are retained for 365 days from the date of the visit. After this period, they are securely deleted.

  • Information relating to accidents or incidents is retained for up to 3 years to meet insurance, legal, and safeguarding requirements. After this time, the data is securely deleted unless a longer retention period is required by law.

We regularly review the personal data we hold and securely delete information that is no longer required.

For more information on how long we store your personal information or the criteria we use to determine this please contact us using the details provided above.

Who we share information with

Data processors

ROLLER Sector \/ sub-sector: Leisure & entertainment technology \/ booking and ticketing software Location: Australia (with UK \/ EEA data hosting and support services)

This data processor does the following activities for us: What does the data processor do for you? ROLLER provides our cloud-based booking and customer management system. It processes personal data on our behalf to: - Manage online bookings, memberships, and session admissions - Process payments using secure, tokenised payment systems - Issue tickets, confirmations, and booking communications - Record customer attendance and visit history - Manage waivers and customer account information - Provide reporting and operational tools for venue management ROLLER processes this data only on our instructions and in accordance with its Data Processing Agreement, to enable us to operate our leisure and entertainment services efficiently and securely.

Squarespace Sector/ sub-sector: Website hosting and digital publishing platform Location: United States (with UK / EEA data storage and processing safeguards in place)

This data processor does the following activities for us: What does the data processor do for you? Squarespace provides our website hosting and content management system. It processes personal data on our behalf to: - Host and operate our public website - Process information submitted through website contact and enquiry forms - Manage website content and page functionality - Support website security, performance, and reliability - Collect limited technical data (such as IP addresses and cookies) to ensure the website functions correctly Squarespace processes this data only on our instructions and in line with its Data Processing Agreement. We remain the data controller for all personal data collected through our website.

Others we share personal information with

  • Insurance companies

  • Organisations we need to share information with for safeguarding reasons

  • Professional or legal advisors

  • Relevant regulatory authorities

  • External auditors or inspectors

  • Organisations we’re legally obliged to share personal information with

  • Emergency services

How to complain

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address:           

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint

Last updated : 08/01/2026