Privacy Policy

1. About this policy

This privacy policy explains how Muddy Paws Fields Ltd collects, uses, stores and protects your personal information when you:

  • visit our website;

  • make, manage or pay for a booking;

  • visit one of our locations or fields;

  • contact us;

  • subscribe to marketing communications;

  • participate in an offer, survey or promotion; or

  • otherwise interact with us.

This policy applies to all websites, locations, fields and services operated by Muddy Paws Fields Ltd.

Muddy Paws Fields Ltd is the data controller responsible for your personal information.

Company name: Muddy Paws Fields Ltd
Company number: 11128962
Registered office: 9 Bradleys, Ilton, Ilminster, TA19 9EW
Email: info@muddypawsfields.co.uk

2. The information we collect

Depending on how you interact with us, we may collect:

Contact and identity information

  • your name;

  • email address;

  • telephone number; and

  • billing address or postcode, where provided during payment.

Booking information

  • the location, field, date and time you book;

  • the number of dogs included in your booking;

  • booking preferences, notes or special requirements;

  • booking changes, cancellations, credits and refunds;

  • access codes and records associated with your booking; and

  • your booking and visit history.

Payment information

Payments may be processed by a third-party payment provider such as Stripe.

We do not normally receive or store your complete debit or credit card details. We may receive limited payment information, such as:

  • payment status;

  • transaction and payment reference numbers;

  • payment method type;

  • the last four digits of a payment card;

  • billing name, address or postcode; and

  • information concerning refunds, disputes or failed payments.

Your payment provider will process payment information under its own privacy policy.

Communications

We may keep records of communications you send to us by email, telephone, contact form, social media or another communication channel. This may include enquiries, complaints, feedback and requests for support.

Photographs and other submitted content

If you voluntarily send us photographs, videos, testimonials, reviews or other content, we may collect the content and any information accompanying it.

We will obtain appropriate permission before using identifiable photographs or other personal content for promotional purposes.

Website and technical information

When you use our website or booking service, we may automatically collect:

  • your IP address;

  • browser and device information;

  • operating system;

  • pages visited and actions taken;

  • referring website;

  • approximate location derived from your IP address;

  • cookie identifiers; and

  • security, diagnostic and error-log information.

Security information

We may collect information needed to protect our website, booking service, locations and visitors. This can include login or booking-management activity, IP addresses, access records, suspected misuse and fraud-prevention information.

If CCTV or another recording system operates at a location, appropriate signs will be displayed. Recordings may be used to protect visitors, investigate incidents, prevent crime and safeguard our property.

Information about other people

If you provide personal information about somebody else, such as when making a booking on their behalf, you must have their permission to do so and should make them aware of this privacy policy.

3. How we use your information

We may use your personal information to:

  • create, confirm and administer bookings;

  • process payments, refunds, credits and payment disputes;

  • provide booking confirmations, reminders, directions and access information;

  • allow you to view, change or manage a booking;

  • contact you about changes, cancellations, weather conditions, safety matters or operational issues;

  • answer enquiries and provide support;

  • investigate complaints, accidents, damage, misuse or security incidents;

  • manage promotions, discounts, passes, credits and rewards;

  • improve our website, booking service, locations and customer experience;

  • monitor website performance and diagnose technical problems;

  • prevent fraud, abuse and unauthorised access;

  • maintain business, financial and tax records;

  • establish, exercise or defend legal claims;

  • comply with our legal and regulatory obligations; and

  • send marketing communications where permitted.

We do not sell your personal information.

4. Our lawful bases for using your information

UK data-protection law requires us to have a lawful basis for processing personal information. We rely on the following bases where appropriate:

Contract

We process information where it is necessary to provide a booking or another service you have requested, including taking payment, sending confirmation and access details, managing changes and issuing refunds.

Legal obligation

We process and retain certain information where required by law, including financial, accounting, tax, safety and regulatory records.

Legitimate interests

We may process information where it is reasonably necessary for our legitimate business interests, provided those interests do not override your rights.

These interests include:

  • operating and improving our services;

  • communicating with visitors about their bookings;

  • protecting our systems, visitors, locations and property;

  • preventing fraud and misuse;

  • resolving complaints and disputes;

  • understanding how our services are used; and

  • maintaining appropriate business records.

Consent

We rely on consent where required, including for certain marketing communications, non-essential cookies and promotional use of identifiable photographs or other submitted content.

You may withdraw your consent at any time. This will not affect processing that took place before consent was withdrawn.

5. Booking and service communications

Emails or messages that contain booking confirmations, reminders, access instructions, weather notifications, safety information, cancellations, refund information or responses to your enquiries are service communications.

We may send these communications because they are necessary to administer your booking or provide the service you requested. They are not marketing messages.

6. Marketing

We may send you information about Muddy Paws Fields services, locations, offers and events where:

  • you have consented to receive it; or

  • the law otherwise allows us to contact you about similar services and you were given an opportunity to opt out.

You can stop receiving marketing at any time by:

Stopping marketing communications will not prevent us from sending essential messages concerning an existing booking or service.

We may retain a minimal suppression record after you unsubscribe so that we can ensure we do not contact you again for marketing purposes.

7. Who we share your information with

We may share relevant personal information with trusted organisations that help us operate our business, including:

  • payment-processing providers such as Stripe;

  • website, booking-system and hosting providers;

  • email and communications providers;

  • IT support, security and fraud-prevention providers;

  • analytics and cookie-service providers, where enabled;

  • professional advisers, including accountants, insurers and legal advisers;

  • banks and payment networks;

  • contractors or service providers supporting our locations; and

  • regulators, law-enforcement agencies, courts or other authorities where required by law.

These organisations may only receive the information needed to perform their services. Where they process information on our behalf, we require them to protect it appropriately.

We may also disclose personal information in connection with a sale, restructuring or transfer of all or part of our business, subject to appropriate confidentiality and data-protection safeguards.

8. International transfers

Some of our service providers may process personal information outside the United Kingdom.

Where personal information is transferred internationally, we take steps to ensure an appropriate level of protection. This may include using countries recognised as providing adequate protection or approved contractual safeguards under UK data-protection law.

9. How long we keep your information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including legal, accounting, security and dispute-resolution requirements.

Our normal retention periods are:

  • Booking, payment and transaction records: generally six years after the end of the relevant financial year, unless a longer period is required for a dispute or legal obligation.

  • Enquiries, complaints and support communications: generally up to two years after the matter is resolved, unless the information is connected to a booking, incident or legal claim.

  • Marketing records: until you unsubscribe, withdraw consent or we determine that the information is no longer needed.

  • Marketing suppression records: for as long as reasonably necessary to respect your opt-out.

  • Website and security logs: normally up to 12 months, unless needed to investigate an incident or protect our legal rights.

  • CCTV recordings, where used: normally retained for a limited period unless footage is required to investigate an incident, complaint or legal claim.

  • Photographs and promotional content: for as long as the content remains relevant or until the applicable permission is withdrawn, where consent is the lawful basis.

We may anonymise information so that it can no longer identify you. Anonymised information may be retained for statistical and business-analysis purposes.

10. Cookies and similar technologies

Our website uses cookies and similar technologies. Cookies are small files stored on your device when you visit a website.

We may use:

  • Strictly necessary cookies to operate the website, booking service, payment process and security features.

  • Preference cookies to remember choices you make.

  • Analytics cookies to understand how visitors use our website and improve its performance.

  • Third-party or content cookies where we display services such as maps, videos or social-media content.

Where required by law, we will ask for your consent before placing non-essential cookies. You can accept, reject or manage these cookies through the website’s cookie controls.

You can also restrict or delete cookies through your browser settings. Blocking strictly necessary cookies may prevent parts of the website or booking service from working correctly.

11. Links and third-party services

Our website may contain links to websites and services operated by other organisations, including social-media platforms, mapping services and payment providers.

Those organisations are responsible for their own privacy practices. We recommend reading their privacy policies before providing personal information to them.

12. How we protect your information

We use appropriate technical and organisational measures designed to protect personal information against loss, misuse, unauthorised access, alteration or disclosure.

These measures include access controls, system monitoring, secure connections, restricted administrative access and appropriate safeguards for booking and payment systems.

No internet-based service can be guaranteed to be completely secure. You should keep booking-management links and access codes private and contact us if you believe somebody has accessed them without permission.

13. Your data-protection rights

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

  • be informed about how we use your information;

  • request access to the personal information we hold about you;

  • ask us to correct inaccurate or incomplete information;

  • ask us to delete your information;

  • ask us to restrict how we use your information;

  • object to certain uses of your information, including direct marketing;

  • request the transfer of information you provided to us in a portable format;

  • withdraw consent where processing is based on consent; and

  • raise a concern with the Information Commissioner’s Office.

Some rights are subject to legal conditions and exemptions. For example, we may need to retain certain transaction records to comply with tax or accounting obligations.

To exercise your rights, email info@muddypawsfields.co.uk.

We may ask for reasonable information to confirm your identity before responding. We will normally respond within one month, although the law allows additional time for particularly complex requests.

14. Automated decision-making

We do not currently use personal information to make decisions based solely on automated processing that produce legal or similarly significant effects for you.

We may use automated processes to manage availability, identify payment status, send booking communications, detect security concerns or apply booking rules. These processes support the delivery and protection of our services.

15. Children’s information

Our website and booking service are intended for adults arranging visits to our locations.

We do not knowingly collect personal information directly from children where parental or guardian consent would be required. If you believe a child has provided us with personal information without appropriate permission, please contact us.

16. Complaints

Please contact us first if you have a concern about how we have handled your personal information. We will investigate and try to resolve the matter.

Email: info@muddypawsfields.co.uk

You also have the right to complain to the Information Commissioner’s Office:

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

Telephone: 0303 123 1113
Website: www.ico.org.uk

17. Changes to this policy

We may update this privacy policy when our services, systems or legal obligations change.

The latest version will be published on our website, and the date at the bottom of this policy will show when it was last updated.

18. Contact us

If you have questions about this privacy policy, the information we hold about you or your data-protection rights, please contact:

Muddy Paws Fields Ltd
Email: info@muddypawsfields.co.uk

Last updated: 12 September 2026