Privacy policy
We are Outdore Limited trading as Outdore (Company No. 12906951), registered at 17 Main Street, Ponteland, Newcastle Upon Tyne, NE20 9NH (“Outdore”, “we”, “us”, “our”). You can contact us using the details below. We are the controller of the personal information that we obtain from and about you through our Platform (defined below) and services. We understand and respect the importance of your privacy and we are committed to the fair and transparent processing and safeguarding of your personal information in line with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations (PECR).
This policy explains how we process data collected via the Outdore iOS and Android mobile apps, our websites, and the booking widgets/links provided to accommodation owners for use on their own websites (collectively the “Platform”).
In providing our booking facilitation services to you (the “Guest” or “User”), we must collect personal information from you and make subsequent use of it as detailed below. This policy also covers how we process personal data of our accommodation providers (“Owners”).
1 How will we collect information?
1.1
We will collect personal information from you when you use our Platform or services such as:
(a) When you create an account and/or make a booking with us via our Outdore mobile apps or via booking facilities embedded on an Owner’s website powered by Outdore technology.
(b) When you register with us to receive newsletters or email updates (if applicable).
(c) When you enter competitions run by us or take part in surveys or customer feedback.
(d) When you write a review via our Platform.
(e) When you contact our customer support.
(f) When Owners provide their details during onboarding or use the owner portal.
2 What information will we collect?
2.1
We may collect all or some of the following information relating to Guests or other parties on a booking:
(a) Names and contact details (telephone number, email, postal address).
(b) Booking details (dates of stay, accommodation/pitch type, camping unit details).
(c) Special requirements relating to disability or medical conditions (only where provided with explicit consent).
(d) Messages exchanged with the Owner via our Platform’s messaging facility (where applicable).
(e) Reviews submitted via our Platform.
(f) Payment transaction identifiers (Full card details processed directly by Stripe).
2.2
We automatically collect certain technical and usage information when you interact with our Platform (App or widget):
(a) Device Information (IP address, OS, browser, device settings).
(b) Usage Information (logs, features used, pages viewed, clicks, timestamps, searches).
2.3
For Owners, we collect account information, contact details, business information, listing details, and payment information for Outdore fees.
3 How will we use the information you give us and on what legal basis?
3.1
We use your personal information for the following purposes, relying on specific legal bases under UK GDPR:
(a) To facilitate and process your booking: We use your names, contact details, booking specifics, and payment information to enable the booking with the Owner via our Platform. This involves passing necessary details to the Owner.
- Legal Basis: Performance of a Contract (the implied contract to facilitate your booking and support the direct contract between you and the Owner) and our Legitimate Interests (to operate our booking platform service).
(b) To communicate about bookings: We send confirmations, reminders, and essential service messages via email, SMS, or app notification.
- Legal Basis: Performance of a Contract.
(c) To handle special requirements: We pass relevant details regarding disability or medical conditions to the Owner only with your Explicit Consent to help them accommodate your needs.
- Legal Basis: Explicit Consent.
(d) To request feedback & improve services: We may email you after your stay to request a review. We also analyse usage data to understand how our Platform is used and to improve it.
- Legal Basis: Our Legitimate Interests (to improve our services and understand customer satisfaction). You have the right to object to this.
(e) To provide customer support: We use your information to respond to your queries about the Platform or the booking process.
- Legal Basis: Performance of a Contract and our Legitimate Interests (to provide effective customer service).
(f) To ensure security & prevent fraud: We use technical and transaction information to protect the Platform and detect/prevent fraudulent activity.
- Legal Basis: Our Legitimate Interests (to maintain the security and integrity of our Platform) and potentially Legal Obligation.
(g) To send Outdore marketing communications: Where permitted, we may send you information about Outdore offers or news. Please see Section 5 for details.
- Legal Basis: Your Consent or our Legitimate Interests (under the ‘soft opt-in’ conditions).
(h) To manage Owner accounts & services: We process personal data relating to our accommodation providers (Owners) for purposes like onboarding, billing, providing support, and managing their use of the Platform.
- Legal Basis: Performance of a Contract (the Terms for Listing agreed with the Owner) and our Legitimate Interests.
(i) To comply with legal obligations: We may need to process your information if required by law or in response to valid legal requests.
- Legal Basis: Legal Obligation.
3.2
Failure to provide necessary booking information means we cannot facilitate the booking.
4 Will my information be disclosed to third parties?
4.1
Accommodation Providers (Owners): To enable your booking, we share necessary Guest information (name, contact details, booking specifics, consented special requirements) with the Owner of the accommodation you have booked.
* Owner’s Role: The Owner acts as an Independent Data Controller for the information they receive. They process this data to manage your reservation, provide the accommodation service, communicate with you about your stay, and for their own operational and legal purposes.
* Owner’s Privacy Policy: For details on how the specific Owner processes your data after receiving it from us (e.g., data use during your stay, their own marketing, retention), you must refer to the Owner’s own Privacy Policy. This is typically available on the Owner’s website, especially if you booked via their site. Outdore is not responsible for the data processing activities of the Owner acting as an independent controller.
4.2
Camping Club Partners (Club Sites Only): If you book accommodation designated as a Club Site operating under an official Camping Club exemption, we are required to share limited details (First Name, Last Name, Email, Phone Number) with the authorised Club Partner solely for mandatory membership list maintenance and/or advance guest notification as required by the Club. This is necessary to facilitate bookings on these specific sites. For details on how the relevant Club Partner processes your data after receiving it, please refer to that Club’s own Privacy Policy.
4.3
Service Providers (Data Processors): We use third-party processors for functions like:
* Payment processing (Stripe)
* Cloud hosting (e.g., AWS, Google Cloud)
* Communication delivery (email/SMS)
* Analytics, Customer review platforms, Marketing tools (where applicable)
These processors act only on our instructions and are bound by confidentiality and security obligations.
4.4
Group Companies, Business Transfers, Legal Requirements: We may share data within our group, during business restructuring (mergers, acquisitions), or if legally required (as previously detailed).
4.5
Marketing Partners: We never share your data with third parties for their marketing without your explicit consent.
4.6
International Data Transfers: Some Service Providers may be based outside the UK. We ensure data protection through appropriate safeguards like UK Standard Contractual Clauses (SCCs) including the UK Addendum, or Adequacy Regulations. Transfers to providers like Stripe may involve processing in the US under such safeguards.
5 We'd like to stay in touch (Outdore Marketing Communications)
5.1
We may wish to inform you about Outdore news, offers, features etc.
5.2
We only send direct marketing if you consent, or if the soft opt-in applies (existing customer, similar services, clear opt-out provided). Legal Basis: Consent or Legitimate Interests.
5.3
You can opt-out easily at any time via unsubscribe links or contacting us. This applies only to marketing from Outdore. Owners manage their own marketing based on their own policies and consents obtained separately.
6 What are your data protection rights?
6.1
Regarding personal data held by Outdore, you have rights under UK GDPR: Access, Rectification, Erasure, Restriction, Data Portability, Objection, Withdraw Consent.
6.2
To exercise these rights concerning data held by Outdore, contact us (details below). We will respond within one month, potentially after verifying identity.
6.3
Requests regarding data held by Owners: If your request relates to data processed by an Owner after they received it from us (e.g., details about your stay, data held solely in their systems), you should contact the Owner directly.
6.4
Right to Complain: You can complain to us first, or directly to the UK Information Commissioner’s Office (ICO) at www.ico.org.uk or 0303 123 1113.
7 Security and retention of information
7.1
We implement appropriate technical and organisational measures to protect data held by Outdore.
7.2
We retain data only as long as necessary for the purpose it was collected, or for legal/regulatory compliance. Retention periods vary. Data no longer needed is securely deleted or anonymised.
7.3
We require our third-party processors to implement appropriate security.
8 Cookies and Tracking Technologies
8.1
Our Platform (App and booking widget/links) uses cookies and similar technologies. Some are Strictly Necessary for function (e.g., login, booking steps). Others (Functional, Performance, Marketing) are non-essential.
8.2
Your Consent: We obtain your informed consent via a consent management tool (e.g., cookie banner) before setting any non-essential cookies deployed by Outdore on the Platform (App or widget). You can manage preferences anytime.
8.3
Owner Website Cookies: Cookies set by the Owner’s own website (outside of the Outdore booking widget) are governed by the Owner’s separate cookie policy and consent mechanism.
9 Updates and changes
9.1
We may update this Policy. Check the “Last updated” date. Significant changes may be notified via email/Platform notification.
Contact us
For questions about this Privacy Policy or data held by Outdore, or to exercise your rights regarding that data, please email: support@outdore.co.uk
