11ARCHES TRADING LTD – PRIVACY POLICY
Effective from January 2026
11Arches Trading Ltd (“11Arches”, “we”, “us”, “our”) is committed to protecting your privacy and handling your personal information responsibly.
This policy explains how we collect, use, share and protect your information when you visit our website, purchase tickets, or interact with us in any way.
1. Who We Are
11Arches Trading Ltd operates Kynren – An Epic Tale of England and Kynren – The Storied Lands in Bishop Auckland, County Durham.
Registered Office: Flatts Farm, Bishop Auckland, County Durham, DL14 7SF
Company Number: 09404279
Data Controller Contact:
privacy@kynren.com
+44 (0)1388 436 030
2. What This Policy Covers
This Privacy Policy applies to all personal data processed by 11Arches, including data collected through:
- Our websites, ticketing and CRM systems.
- Social media platforms and digital advertising.
- On-site interactions, events and CCTV.
- Communications by phone, email or in person.
3. Information We Collect
We collect personal information when you:
- Purchase tickets, memberships or gift vouchers.
- Sign up to our mailing list or marketing updates.
- Volunteer, apply for a job or attend casting.
- Enter competitions or complete surveys.
- Contact us by phone, email or online forms.
- Visit our site (including CCTV recording).
This may include:
- Identity data: name, title, date of birth.
- Contact data: postal address, email address, phone number.
- Transaction data: ticket, voucher or membership purchases.
- Technical data: IP address, device, browser type, and cookies.
- Marketing data: preferences and interactions with our campaigns.
- Location data: postcode, to help us understand visitor catchment areas.
- Visual data: CCTV images and photographs taken on site.
We do not intentionally collect sensitive personal data unless voluntarily provided (e.g. accessibility information).
4. How We Use Your Information
We use your personal data to:
- Process and fulfil ticket, voucher or membership purchases.
- Provide customer service and respond to enquiries.
- Manage your visit safely and efficiently.
- Administer competitions, promotions and surveys.
- Send you marketing communications (where you have opted in).
- Improve our website, services and visitor experience.
- Analyse postcode and booking data to understand audience locations, measure marketing effectiveness, and plan regional advertising.
- Deliver relevant digital advertising across social media platforms (such as Meta, Google, YouTube or TikTok) using anonymised or pseudonymised data.
- Comply with legal obligations and ensure safety and security on site.
We only use aggregated or anonymised data for research and reporting (for example, to assess visitor demographics or regional impact). This data does not identify individuals.
5. Marketing Communications
You will receive marketing communications from us if you have:
- Opted in via our website or booking process, or
- Purchased tickets and have not opted out of marketing for similar products.
You can unsubscribe from marketing emails at any time by clicking the ‘unsubscribe’ link or contacting privacy@kynren.com.
We never sell or share your data with other organisations for their own marketing.
6. Legal Basis for Processing
We rely on one or more of the following lawful bases under the UK GDPR:
- Performance of a contract: to deliver your booking or service.
- Consent: where you have opted in to receive marketing.
- Legitimate interests: to improve our services, analyse audiences, or promote our attractions, provided your rights are not overridden.
- Legal obligation: where required by law (e.g. tax, audit, or safety compliance).
7. Data Sharing and Third Parties
We may share your information with trusted third parties who help us operate our attractions and marketing systems, including:
- Ticketing, CRM and payment providers.
- Email and digital marketing platforms (e.g. Dotdigital).
- Social media and advertising platforms (e.g. Meta, Google, TikTok, YouTube) to display tailored ads to relevant audiences.
- Research and analytics partners who process postcode and booking data to evaluate performance.
All partners are bound by data protection agreements and can only use your data to perform contracted services for 11Arches.
Whenever data is shared for advertising, it is anonymised or securely hashed so that individuals cannot be identified.
We will never sell your data to third parties.
8. Cookies, Analytics and Social Media Advertising
Our website uses cookies and pixels to improve functionality and provide a better experience.
Cookies help us to:
- Recognise you when you return to our site.
- Understand how visitors use our website.
- Deliver advertising that’s relevant to your interests on social media or other websites, based on your browsing behaviour or previous interactions with 11Arches.
You can manage or disable cookies in your browser settings or via our cookie banner.
For further details, please see our Cookie Policy.
9. Data Retention
We only retain personal data for as long as necessary:
- Ticketing and transaction data: up to 7 years (for audit and tax purposes).
- Marketing data: until you unsubscribe or withdraw consent.
- CCTV footage: retained for a limited period for safety and security.
- Aggregated postcode and analytics data: may be retained for longer periods for research, but this data is non-identifiable.
When no longer required, data is securely deleted or anonymised.
10. Photography, Filming and CCTV
- CCTV operates throughout the site for safety and operational management.
- Visitors may appear in general photography or video used for promotional purposes.
- By entering the site, you consent to being included in such recordings, which may be used in print, broadcast or digital media without payment.
- You may object to the use of close-up identifiable imagery by contacting us or speaking to staff on site.
11. Data Security
We implement appropriate technical and organisational measures to keep your data secure, including encryption, restricted access, and staff training.
All online transactions are processed over secure (SSL) connections.
12. Your Rights
Under UK data protection law, you have the right to:
- Access the personal data we hold about you.
- Request correction or erasure of inaccurate data.
- Object to or restrict processing in certain circumstances.
- Withdraw consent for marketing at any time.
- Request transfer of your data to another service.
If you wish to exercise any of these rights, please contact privacy@kynren.com.
If you wish to opt out of targeted advertising or audience profiling, please contact us and we will exclude your information from any future matched advertising lists.
You can also contact the Information Commissioner’s Office (ICO) if you are unhappy with how we process your data:
www.ico.org.uk | 0303 123 1113
13. International Data Transfers
Your data is primarily stored in the UK or EEA.
Where processing involves transfer outside these regions (e.g. US-based cloud or advertising providers), we ensure that equivalent data protection safeguards are in place, such as UK-approved standard contractual clauses.
14. Updates to This Policy
We may update this Privacy Policy periodically to reflect legal, operational, or technological changes.
The latest version will always be available on our website and dated accordingly.
Last Updated: October 2025
+44 (0)1388 436 030
11Arches Trading Ltd, Flatts Farm, Bishop Auckland, County Durham, DL14 7SF
© 11Arches Trading Ltd. All rights reserved.