Privacy Policy
Last updated: 9 October 2026
London Christmas Village respects your privacy. This policy explains how we collect, use, store and share personal information when you visit londonchristmasvillage.com, book tickets, contact us or attend our event.
1. Who we are
London Christmas Village is operated by The Seasonal Events Company Ltd at Unit 18, 10 Acklam Road, London W10 5QZ
In this policy, “we”, “us” and “our” refer to that company. We are the controller of the personal information we process for the purposes described below.
For questions about this policy or to exercise your privacy rights, contact:
Email: privacy@londonchristmasvillage.com
Post: Unit 18, 10 Acklam Road, London W10 5QZ
2. The information we collect
Depending on how you interact with us, we may collect:
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Contact information: your name, email address, telephone number and billing address.
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Booking information: your booking reference, ticket types, party size, visit date and time, payment status, and records of changes or refunds.
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Correspondence: enquiries, feedback, complaints and information you provide when contacting our team.
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Accessibility information: details you choose to provide about support or adjustments you need, and information used to confirm eligibility for a carer ticket. Some of this may reveal health or disability information.
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Marketing preferences: whether you have subscribed to updates, your consent preferences and any request to stop receiving marketing.
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Technical information: your IP address, browser and device information, website activity and cookie preferences, depending on the technologies used and your choices.
We receive information directly from you, from the person making a booking on your behalf, and from service providers involved in your booking or visit. Our website may also collect technical information automatically.
When providing information about another person, please make sure you are entitled to do so and share this policy with them or, where appropriate, their parent or guardian.
Incident records: information about accidents, injuries, safety or security incidents, and related complaints occurring at London Christmas Village. Records may include the names and contact details of those involved or witnesses, an account of what happened, relevant photographs, and details of any injury, first aid or action taken. Some records may contain health information.
Incident records
We use incident records to respond to incidents, protect visitors and staff, investigate what happened, meet applicable legal obligations, and establish, exercise or defend legal claims.
Depending on the purpose, our lawful basis is compliance with a specific legal obligation or our legitimate interests in maintaining a safe event, investigating incidents and handling claims.
Where a record contains health information, we also need an additional legal condition for processing it. This may be the establishment, exercise or defence of legal claims where necessary.
Access is restricted to those who need the information. Where necessary and lawful, we may share relevant details with first-aid providers, emergency services, insurers, legal advisers or relevant authorities.
We retain incident records for 60 days, and securely delete them when no longer required.
3. How we use your information
We use personal information only where we have a lawful basis under UK data protection law.
Processing bookings, issuing tickets, managing changes and refunds, and sending essential information about your visit.
Managing information about guests included in someone else’s booking.
Answering general enquiries and resolving complaints.
Maintaining necessary accounting and tax records.
Protecting our website, preventing fraud and investigating misuse.
Establishing, exercising or defending legal claims.
Sending email newsletters and promotional updates
Performing our contract with you, or taking steps at your request before entering into a contract.
Our legitimate interests in administering group bookings and delivering the event.
Our legitimate interests in providing customer support; contract where the enquiry relates to fulfilling your booking.
Compliance with our legal obligations.
Our legitimate interests in protecting customers, our services and our business.
Our legitimate interests in protecting our legal rights.
Your consent, under the marketing approach described below
Where we rely on legitimate interests, we consider the effect on your rights and use information only where those interests are not overridden by your interests or fundamental rights.
Information needed to process a booking or meet a legal requirement must be provided for us to complete that process. Optional information will be identified where it is requested.
4. Accessibility and health information
We aim to collect only the information needed to understand and arrange the support you request. Please avoid sending detailed medical records unless specifically requested through an appropriate process.
Access to this information is limited to people who need it to arrange or provide support.
Our website describes the use of the Nimbus Access Card scheme for carer ticket eligibility. Information submitted directly to Nimbus is covered by its own privacy notice.
5. Children’s information
London Christmas Village is a family event. Bookings and enquiries should be made by an adult.
We do not collect Children’s information for the booking or activity.
6. Ticketing, payments and other service providers
Our official ticketing partner is LIVE IT. Information entered during booking is processed through its platform, and booking information is made available to us to administer your tickets and visit. Please also read the privacy information displayed during checkout. We don’t know have access to any of the payment information, which is processed through our provider Stripe.
We share information where necessary with providers supporting our services, including:
- Ticketing and payment providers.
- Website hosting, IT and customer support providers.
- Email communication providers.
- Relevant event personnel and suppliers arranging services you request.
- Professional advisers, insurers, regulators or public authorities where necessary and lawful.
Providers processing information on our behalf must act under appropriate contractual arrangements. Where another organisation determines its own purposes for using your information, its own privacy notice applies to that processing.
We use the following providers to support our bookings, accessibility arrangements, payments and website:
- Nimbus: to verify eligibility for carer tickets and support accessibility arrangements.
- LIVE IT: to process ticket bookings and provide the booking information needed to manage your visit.
- Stripe: to process payments and support payment security and fraud prevention.
- Google Analytics: to understand how visitors use our website and help us improve it.
- Meta: to run advertising campaigns on platforms including Facebook and Instagram.
The information each provider processes depends on the service used and your privacy choices. Where providers process information on our behalf, appropriate contractual arrangements apply. Where they act as independent controllers, their own privacy notices explain their processing.
7. Marketing
If you subscribe to our marketing, we use your contact details to send the news, ticket announcements and offers described when you sign up.
You can withdraw your consent at any time by clicking the unsubscribe link in an email or contacting us. Withdrawing consent does not affect the lawfulness of marketing sent before withdrawal.
Choosing not to receive marketing does not affect your booking. We may still send essential service messages, such as ticket confirmations, changes to your visit or cancellation information.
We retain a limited record of unsubscribe requests where necessary to ensure we respect your preferences.
You can object to the use of your personal information for direct marketing at any time.
8. Cookies and similar technologies
Our website uses cookies and may use similar technologies to operate its features and remember your preferences.
We use CookieAdmin Pro to manage cookie preferences on our website. You can accept or reject optional cookies and review your choices through our cookie settings panel.
We use Google Analytics to understand website usage. Where consent is required, these technologies will only operate after you give consent.
For details of the cookies used, their providers, purposes and durations, please see https://cookieadmin.net/
Where consent is required, optional technologies are used only after you agree. You can review or change your choices through the website’s cookie settings.
Your browser also allows you to manage cookies, although blocking essential cookies may affect website functionality.
9. Photography and filming
We take photographs in Father Christmas’s Grotto and through our onsite photography team. These images may include you and members of your party, including children.
Grotto photography
We take family photographs as part of our optional Grotto photography service. We use these images to enable you to view, select and purchase photographs. Where you order photographs, we also process the contact, order and delivery information needed to fulfil your purchase.
Onsite photography
Onsite photography for event publicity
Our onsite photographers take photographs around London Christmas Village to promote the event and future editions.
- Website, organic social media and press materials: We use general event and crowd photographs to illustrate the activities and atmosphere. Where individuals are identifiable but incidental to the scene, we rely on our legitimate interests in publicising the event, subject to an assessment of visitors’ rights, reasonable expectations and particular protections for children.
- Featured visitor photographs: We rely on consent to take and publish posed or close-up photographs featuring identifiable visitors for publicity. For children, we obtain appropriate permission from a parent or person with parental responsibility and respect the child’s wishes.
- Paid advertising and printed promotional materials: We obtain consent to use photographs featuring identifiable visitors for these purposes, explaining the intended uses when requesting permission.
We notify visitors about photography through onsite signage and our photography team. Please tell a photographer or member of staff if you do not wish to be photographed. Declining does not affect your visit.
You can object to promotional use of your image or withdraw consent by contacting [privacy email]. We will stop future promotional use and remove images from channels we control where required. Withdrawal does not affect earlier lawful use, and we may be unable to recall printed materials already distributed or copies shared independently by others.
Grotto photographs are not automatically used for publicity. Any promotional use requires separate permission.
For questions about a photograph, to exercise your privacy rights or to withdraw consent where applicable, contact privacy@londonchristmasvillage.com. Withdrawing consent does not affect use that was lawful before withdrawal.
10. International transfers
Some of our service providers may store or access personal information outside the UK.
Where this happens, applicable UK data protection requirements must be met. Relevant safeguards may include UK adequacy regulations or approved contractual safeguards for international transfers.
You can request further information about these safeguards by contacting privacy@londonchristmasvillage.com.
Where we transfer personal information outside the UK, we use an appropriate transfer mechanism where required. This may include UK adequacy regulations or approved contractual safeguards, supported by any necessary assessments and additional measures.
You can obtain information about, or a copy of, the relevant safeguards by contacting privacy@londonchristmasvillage.com
11. How long we keep information
We keep personal information only for as long as needed for the purpose for which it was collected, including applicable legal, accounting and record-keeping requirements.
We determine retention by considering:
- Whether your booking, enquiry, refund or complaint is still being handled.
- Whether information is needed to provide requested support.
- Applicable accounting and tax requirements.
- Whether records are necessary for a specific dispute, insurance matter or legal claim.
- Whether marketing consent remains valid and whether a suppression record is needed to respect an objection.
Information that is no longer required is securely deleted or anonymised.
How long we keep information
Our standard retention period is up to 60 days after the final day of the relevant London Christmas Village event. This applies to booking administration records, enquiries, accessibility information, children’s details, marketing records, photographs and website logs under our control. We delete or anonymise information sooner where it is no longer needed.
We retain limited information for longer where necessary:
- Accounting and transaction records: for the applicable statutory record-keeping period.
- Incident records and claims: for as long as necessary to meet applicable legal requirements or establish, exercise or defend claims, taking account of relevant limitation periods, including those involving children.
- Unresolved matters: relevant records until a complaint, refund, dispute or investigation is resolved and any necessary further retention period has ended.
- Unsubscribe preferences: a minimal suppression record for as long as necessary to prevent further unwanted marketing.
Records retained under these exceptions are restricted to the relevant purpose and securely deleted when no longer required.
Providers acting as independent controllers apply their own retention periods, as explained in their privacy notices.
12. Keeping information secure
We use appropriate technical and organisational measures to protect personal information against unauthorised access, loss, misuse or disclosure.
Access is limited to people who need the information for their work. We also take reasonable steps to ensure that service providers protect information they process for us.
13. Your rights
Depending on the circumstances, you have rights to:
- Request access to your personal information.
- Ask us to correct inaccurate or incomplete information.
- Ask us to erase information.
- Ask us to restrict how information is used.
- Receive certain information in a portable format.
- Withdraw consent where we rely on it.
You also have the right to object to processing based on legitimate interests, on grounds relating to your circumstances. Your right to object to direct marketing is absolute.
These rights are subject to applicable legal conditions and exceptions. To make a request, contact us using the details above. We may need proportionate information to verify your identity.
We normally respond within one month, subject to any extension or adjustment permitted by law. We will explain if one applies.
We do not make decisions about you based solely on automated processing, including profiling, that produce legal or similarly significant effects.
14. Complaints
If you are concerned about how we handle personal information, please contact us so we can investigate.
You also have the right to complain to the Information Commissioner’s Office, the UK’s data protection regulator:
Website: ico.org.uk/make-a-complaint
15. Changes to this policy
We may update this policy when our services or information practices change. The latest version will appear on this page with its updated date. Where appropriate, we will also notify you directly of significant changes.
