Privacy Policy

1. Introduction

Calm Returns ("we," "our," or "us") is committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website calm-returns.com or use our services.

By using our website or services, you consent to the collection and use of information in accordance with this policy.

2. Information We Collect

2.1 Personal Information

We may collect personal information that you voluntarily provide to us, including:

• Name and contact details (email address, phone number, postal address)
• Booking and payment information
• Special requirements or accessibility needs
• Emergency contact information
• Marketing preferences

2.2 Technical Information

We automatically collect certain technical information when you visit our website:

• IP address and browser type
• Operating system and device information
• Pages visited and time spent on our website
• Referring website and exit pages
• Cookies and similar tracking technologies

3. How We Use Your Information

We use the collected information for the following purposes:

• Service Delivery: To provide, maintain, and improve our steam railway services
• Booking Management: To process reservations, payments, and communicate about your bookings
• Customer Support: To respond to inquiries and provide customer assistance
• Safety and Security: To ensure passenger safety and protect against fraud
• Marketing Communications: To send promotional materials (with your consent)
• Legal Compliance: To comply with applicable laws and regulations
• Website Improvement: To analyze usage patterns and enhance user experience

4. Legal Basis for Processing

Under UK GDPR, we process your personal data based on the following legal grounds:

• Contract Performance: Processing necessary for booking and service delivery
• Legitimate Interests: For business operations, safety, and website improvement
• Consent: For marketing communications and optional cookies
• Legal Obligation: For compliance with safety regulations and tax requirements

5. Information Sharing and Disclosure

We may share your information with:

• Service Providers: Third-party companies that assist with operations (payment processors, email services)
• Safety Authorities: Railway safety regulators when required by law
• Emergency Services: In case of medical emergencies or safety incidents
• Legal Requirements: When required by court order or legal proceedings

We do not sell, rent, or trade your personal information to third parties for marketing purposes.

6. Cookies and Tracking Technologies

We use cookies and similar technologies to enhance your experience. Our cookie categories include:

• Necessary Cookies: Essential for website functionality and security
• Analytics Cookies: To understand website usage and improve performance
• Marketing Cookies: To deliver personalized content and advertisements

You can manage cookie preferences through our cookie consent banner or browser settings. For more details, see our Cookie Policy.

7. Data Security

We implement appropriate security measures to protect your personal information:

• SSL encryption for data transmission
• Secure servers and access controls
• Regular security assessments and updates
• Staff training on data protection
• Incident response procedures

However, no method of transmission over the Internet is 100% secure. We cannot guarantee absolute security of your information.

8. Data Retention

We retain personal information for as long as necessary to fulfill the purposes outlined in this policy:

• Booking Records: 7 years (for tax and legal requirements)
• Marketing Data: Until you withdraw consent or 3 years of inactivity
• Website Analytics: 26 months maximum
• Customer Support: 3 years from last interaction

9. Your Rights

Under UK data protection law, you have the following rights:

• Access: Request copies of your personal data
• Rectification: Correct inaccurate or incomplete information
• Erasure: Request deletion of your personal data
• Restriction: Limit how we process your information
• Portability: Receive your data in a structured, machine-readable format
• Objection: Object to processing based on legitimate interests
• Withdraw Consent: For processing based on your consent

To exercise these rights, contact us at [email protected] or +44(0)329275171.

10. Children's Privacy

Our services are not directed to children under 13. We do not knowingly collect personal information from children under 13. If you are a parent or guardian and believe your child has provided us with personal information, please contact us to have it removed.

11. International Data Transfers

We may transfer your personal data to countries outside the UK. When we do so, we ensure appropriate safeguards are in place, such as:

• Adequacy decisions by UK authorities
• Standard contractual clauses
• Binding corporate rules
• Certified data protection schemes

12. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes in our practices or legal requirements. We will notify you of significant changes by:

• Posting the updated policy on our website
• Updating the "Last updated" date
• Sending email notifications for material changes

Your continued use of our services after changes constitute acceptance of the updated policy.

13. Contact Information

If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) if you believe your data protection rights have been violated. Visit ico.org.uk for more information.