We are committed to protecting your personal information and to being transparent about what we do.

Purpose of our policy

Ramsgate Tunnels is committed to protecting your personal information and to being transparent about what we do with the information that we hold about you. We promise to use the information we collect about you in accordance with the General Data Protection Regulation (2018) (GDPR) and the Data Protection Act (2018). We aim to be clear when we handle your data, and not do anything you wouldn’t reasonably expect.

The purpose of this policy is to give you a clear explanation about how we use the information that we collect from you.

We use your information in accordance with applicable laws concerning the protection of personal information. This policy explains:

• What information we may collect about you

• How we may use that information

• In what situations we may disclose your details to third parties

• Our use of cookies to improve your experience of visiting our websites

• Information about how we keep your personal information secure, how long we retain it for and your rights to be able to access it

If you have any queries about this policy, please contact Ramsgate Tunnels by emailing admin@ramsgatetunnels.org.

Who we are

Ramsgate Tunnels is owned and managed by Ramsgate Heritage Regeneration Trust. This privacy policy refers to data processing undertaken by Ramsgate Heritage Regeneration Trust.

Ramsgate Heritage Regeneration Trust is a charity and is funded by ticket sales and individual donors.

Ramsgate Heritage Regeneration Trust is registered as a company in England and Wales under registration number 07418219, and a UK registered charity no. 1170668.

Information collection

We collect customer information in a number of different ways:

Information that you give us

When you register on our ticket purchasing site, buy tickets online, or join our membership schemes or make a donation, we will store the personal information that you give us including: your prefix and name, email address, date of birth, postal address, billing address, telephone number and payment card details.

We will also store a record of the purchases that you have made with us, or any donations that you have made to support what we do.

If you are involved in an incident that relates to our premises or business, we may collect information from you for incident reporting and investigation purposes and to meet our health and safety obligations.

Sensitive personal data

Data protection law recognises that certain categories of personal information are more sensitive such as health information, trade union membership, race or ethnicity, religious beliefs, sexual orientation, political opinions, and genetic and biometric data.

We do not collect sensitive personal data for marketing or general purposes, but we may process limited health information specifically for incident reporting, health and safety compliance, and legal insurance purposes. We process this data where it is necessary for the establishment, exercise or defence of legal claims or for reasons of substantial public interest.

If a visitor involved in an incident fails to provide the necessary information, the Trust may be unable to meet its statutory health and safety obligations or effectively process legal insurance claims.

How we process your information

We may process your data for the purposes listed below:

Contract purposes

When you book an event or purchase tickets, you enter into a contract with the Ramsgate Heritage Regeneration Trust. To fulfil this contract, we must process and store your personal information. If you do not provide this data we will be unable to confirm your order or notify you of important updates, such as tour cancellations. We may also need to contact you by email, letter or telephone to resolve payment issues or provide essential information regarding your purchase.

Consent

For any situation where contract purposes or legitimate organisational interest are not appropriate as a lawful basis for the processing of your data, we will instead ask for your consent before using your personal information in that specific situation.

Mailing list information:

In certain circumstances we may ask you if you would like to be added to a Ramsgate Tunnels mailing list to receive news and information by email on Ramsgate Tunnels including upcoming special tours and events. If you give your consent, you will be added to the email list. We will provide you with an option to unsubscribe in every email that we subsequently send you. You can also object to receiving these at any time by using the contact details provided at the end of this policy.

However, we may still contact you by email for matters relating to your bookings and/or purchases such as in the event of a cancelled tour or event, or a problem with your payment.

Fraud prevention

We may analyse data we hold about you in order to ensure the safety and security of our services, buildings and people, including to protect against, identify and prevent fraud and unauthorised or illegal activities (on the basis of our legitimate interests to operate a safe and lawful business or where we have a legal obligation to do so).

CCTV

To ensure the safety of our customers and staff we have CCTV cameras installed inside Ramsgate Tunnels. As images are captured of everyone on and around the entrance to Ramsgate Tunnels this may include children and vulnerable groups.

The footage from these cameras is stored securely for a maximum of 30 days, and can only be accessed by identified staff, after which it is automatically deleted. Extracts may be kept longer for legitimate purposes such as investigation into an incident and extracts may be shared with the police or other agencies for the purpose of the investigation. If you have any questions about this, please contact admin@ramsgatetunnels.org.

Customer profiling

To allow us to understand more about who we attract to Ramsgate Tunnels we may undertake data analysis and profiling of our customer database relating to postcode. This provides us with generalised information on our audiences, helping us to understand the geographic and demographic trends of the people who visit us. You have the right to object to this processing at any time. If you wish to object, please use the contact details provided at the end of this policy.

Third parties

There are certain circumstances under which we may disclose your personal information to third parties.

These circumstances are:

• To our own service providers who process data on our behalf and on our instructions for our ticketing system software. We require that our ticketing system software provider complies strictly with our instructions and standards for data security, for example around the security of personal data as set out in this policy.

• Where we are under a duty to disclose your personal information to comply with any legal obligation (for example to government bodies and law enforcement agencies).

Cookies

Cookies are small text files that are automatically placed onto your device by some websites that you visit. They are widely used to allow a website to function (for example to keep track of your online shopping basket) as well as to provide website operators with information on how the site is being used.

We only use essential operational cookies to make our ticketing site usable and secure.

Your debit and credit card information

If you use your credit or debit card to purchase from us or to make a donation, we will ensure that this is carried out securely and in accordance with the Payment Card Industry Data Security Standard (PCI-DSS).

Our IT infrastructure complies with PCI-DSS and is fully tested with Worldpay, our card payment provider. Each card payment method within Ramsgate Heritage Regeneration Trust has its own unique Merchant ID and all are tested for compliance as per the PCI-DSS standards. We take card payments via the following methods:

•Website – customer entry

•Ticket office – counter

•Tea Shop – counter

Maintaining your personal information

We will keep your information for as long as is reasonably necessary for the purposes we collected it for, including for the purposes of satisfying any legal, regulatory tax, accounting or reporting requirements.

We store your personal information relating to your booking for a period of six years from the date of your last transaction so that, for any subsequent purchases you make, we are able to link them back to a single unique record that we hold for you on our system, and to comply with statutory limitation periods.

If there are aspects of your record that are inaccurate or that you would like to remove, please use the contact details provided at the end of this policy.

Security of your personal information

We will put in place appropriate safeguards (both in terms of our procedures and the technology that we use) to keep your personal information as secure as possible. We will ensure that any third parties we use for processing your personal information do the same.

We do not transfer, process or store your data anywhere that is outside of the UK. However, if such processing does take place, Ramsgate Heritage Regeneration Trust will take steps to ensure that your privacy rights continue to be protected as outlined in this policy.

Your rights to your personal information

Under certain circumstances, you have rights under data protection laws in relation to your personal data. You have a right to:

•Request a copy of the personal information that we hold about you and to have any inaccuracies in this data corrected.

•Request erasure of your personal data where there is no good reason for us to continue processing it.

•Be informed of the ways in which we use your information.

•Ask us not to process your personal data for marketing purposes.

•Withdraw your consent for our use of your information at any time.

Please use the contact details provided at the end of this policy if you would like to exercise this right or request that we stop contacting you at any time. We will comply with your requests unless we have a lawful reason not to do so.

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we could refuse to comply with your request in these circumstances.

Your right to complain

You have a right to complain where you believe any misuse of your data has taken place. The UK Information Commissioner’s Office can be contacted directly if you believe that we have failed to address your concerns.

Their information may be found at www.ico.org.uk

Changes to our privacy Notice

We keep our Privacy Notice and all associated schedules and policies under regular review and we will place any updates on this web page. This privacy notice was last updated on 20th March 2026.

Contact details and further information

Please get in touch with us via the contact details below if you have any questions about any aspect of this privacy policy and, if you would like to object to any processing of your personal information that we carry out for our legitimate organisational interests.

Ramsgate Tunnels

Marina Esplanade

Ramsgate

CT11 8FH

admin@ramsgatetunnels.org