Privacy Policy

The privacy and security of your personal information is very important to us. This privacy policy explains how and why we use your personal information so you can be confident about giving it to us.

We’ll never sell your personal data and will only share it with organisations we work with when it is necessary, and the privacy and security of your data is assured.

Who are ‘we’?
Newquay Zoo is an education, scientific and conservation charity dedicated to protecting our global wildlife heritage, and is part of South West Environmental Parks Ltd. Our registered charity number is 300923.

In this policy whenever you see ‘we’, ‘us’, ‘our’, it refers to Newquay Zoo and South West Environmental Parks Ltd. Our ICO registration number is ZA093301.

What this privacy policy covers?
We are committed to protecting your privacy in accordance to our obligations under data protection legislation – the Data Protection Act 2018.

This privacy policy explains what information we will collect about you and how we will use it.

We promise to respect your personal information and keep it safe. We aim to be clear when we collect your information and not do anything you wouldn’t reasonably expect.

How do we collect personal information?
We collect your personal data whenever you complete a form, either on-line or on paper, or if you telephone us. For example, when you buy tickets to the Zoo, purchase a Membership, sponsorship or experience, or make a donation. We need to ask for this information in order for us to process your purchase or donation. You may also give us your personal data if you enter a competition.

Information collected automatically through our website or apps
Google Analytics
When you visit or use the Newquay Zoo app, we use Google Analytics to help us to understand how visitors are using our sites; this allows us to improve your online experience. We do not make any attempt to find out the identities of those visiting our website. Please click here more information about Google’s privacy policy.

We use cookies to ensure you get the best your online experience with us. You can read more about how we use cookies here.

We may also receive your personal information from our technical partner Fame Media Tech Limited (“FMT”) whose company registration number is 11579910 and whose registered office is at 15 Parsons Court, Welbury Way, Aycliffe Business Park, County Durham, DL5 6ZE. 

FMT’s privacy notice is located here

FMT are the developer and administrator of our Wild Planet Trust appand will share with us your Identity and contact information and visitor experience information as those terms are defined in FMT’s privacy notice. 

When you make a booking to visit us, we will share with FMT some of the information you provide.  This will include your name, email address and purchase history, details of any sponsorship arrangements or annual memberships you hold and of any vouchers you redeem.  We share this information so that FMT can help you to get the most out of your visit and can help us to better understand audience behaviour.

What personal information do we collect and how do we use it?
The type of personal information we collect about you will depend on the purpose for collecting the information. It may include your name, address, telephone number, email address, or a photograph. We will only collect the information we need. Personal information you provide to us will be used for the purpose outlined at the time of collection and in accordance with any preferences you expressed. We will hold your personal data for no more than 7 years.

Information about our supporters
There are many ways in which you might support Newquay Zoo; for example, buying tickets to the Zoo, purchasing a Membership, sponsorship or experience, buying tickets for an event, or making a donation. When you do any of these, we will collect the following personal information about you:

  • Name
  • Address
  • Postcode
  • Email address
  • Telephone number (in some circumstances)
  • Date of birth (if applicable)
  • Photograph (when purchasing a Membership)
  • Your bank, credit or debit card details

We may also collect medical information in some circumstances; however, we will only ask for this where it is relevant and necessary. We will only use your personal information to deliver the products or services requested, send a renewal reminder (where applicable) or to process a donation. We will only send you other marketing communications if you have given us permission to do so.

In some circumstances, we may collect and process the personal information of under 18s. We will only ever collect the information we need and for the purpose it was collected. We will always try to gain consent from whoever holds parental responsibility for the child.

Family and child Memberships
Children under the age of 15 are included in a family Membership, and child Memberships are available to everyone under the age of 15. We collect their name, date of birth and a photograph to ensure their right to admission to our zoos. We don’t ask children for consent to receive marketing communications, although a child with a Membership may receive their renewal invitation.

Animal sponsorship
Where a child has been given an animal sponsorship as a gift, we collect their name and address to enable us to fulfil the order. We don’t ask children for consent to receive marketing communications, although a child with an animal sponsorship may receive their renewal invitation.

Animal and keeper experiences
Children aged 8 years and over are able to participate in animal and keeper experiences. We collect their name and address to enable us to deliver the experience. We don’t ask children for consent to receive marketing communications.

Education Kids Club
Junior Rangers is open to all children between the ages of 7 and 11 while Rangers is open to 12-16yr olds. We collect their name, age, any health issues, and full contact details for the parent or responsible adult. Parental consent will be required as part of the booking process. We will hold this data for no more than six months from your last Kids Club attendance.

Marketing communications
Email marketing
We will only contact you if you have given us permission to do so. By consenting to emails from Newquay Zoo, you are giving us permission to use your email address to send you email marketing communications. If you don’t want to receive email marketing communications from us anymore, you can opt out at any time by contacting us or using the ‘Unsubscribe’ link within our emails. We may send market research surveys where it is in our legitimate interest to do so. This is likely to be limited to SalesForce, MailChimp and SurveyMonkey.

Postal marketing
We will only send marketing communications by post if you have given us permission to do so. Before we do so, however, we will always screen against the Mail Preference Service. You can opt out of receiving marketing communications by post by contacting us.

We are registered with the Fundraising Regulator. We will only send you fundraising communications, either by email or post, if you have given us your permission to do so.

Third parties
We will never sell your personal information, and we will never share your data with third parties for marketing purposes unless you have given us your consent. There may be times however, when we do need to share your details for data processing; for example, a mailing house to fulfil a postal mailing to you.

Changing your preferences and stopping communications
We’d love to keep you up to date with Newquay Zoo’s work, however, you can stop or change what communications you receive from us at any time.

  • Opt out of email marketing by either clicking the ‘unsubscribe’ link within our emails, or by contacting us.
  • Change your contact preferences by clicking the ‘Update preferences’ link within our emails contacting us.

Job and volunteering applications
Job applications
When you apply to work at Newquay Zoo, we use your personal information to process your application and to monitor recruitment statistics. If your application is unsuccessful, we will keep your personal information for 12 months. Should you wish to remove your details prior to automatic deletion, please contact us.

Registering your interest to volunteer with us
When you register your interest to volunteer at Newquay Zoo, we use your personal information to process your interest. If this is unsuccessful, we will keep your personal information for up to 6 months.

Image rights
From time to time, we take photographs or carry out filming for promotional purposes in the zoo. We will always notify guests of any photography or video taking place on our zoo sites (through clear signage). We may also ask for an individual’s permission to photograph or video if you are to be the focus of the story we are telling. Where consent is given, we will store the image(s) and/or Video(s), and your name and age (if it’s an image of a child) for future use.

We will only hold your personal information for as long as necessary for the purpose for which it was obtained.

Keeping your information secure
We will always ensure that your personal information is secure and that we have the necessary controls in place, and conduct regular audits, in order to protect it.

Debit and credit card details
We make every effort to maintain customer confidentiality when securing an online payment. This includes ensuring the security of your credit card details and other personal information. We don’t store your card details on any of our systems. All of your personal information is encrypted as it travels over the internet. When you make a booking, you enter a secure internet site (indicated by the letters https:// in the address bar and/or a padlock displayed in your web browser). When you make a payment, you enter your card details directly into our payment provider’s secure web page. To protect you against credit card fraud, you will be asked to enter the unique security code printed on the back of your payment card.

Direct debits

When setting up a direct debit we require your name, address, email address and details of your bank account. This information is used to set up a regular Direct Debit payment with your bank. The mandate is retained by us securely in order to claim annual payments from your account as per your instructions. All transactions are covered by the Direct Debit Gurantee.

Third parties
We sometimes use other companies to collect or process your personal information on our behalf. We ensure that any third parties are contractually bound to ensure the security of your information.

If requested, we may need to provide the police, regulatory bodies or legal advisors with your information.

We will never share your information will any other third parties unless you have given us your permission to do so.

Your right to access our data
You have the right to ask us for a copy of the personal information we hold about you. You also have the right to request for any personal information we hold about you to be erased where there is no compelling reason for us to continue to process this data. If you wish to request this information please write to us at Data Protection, Newquay Zoo, Trenance Gardens, Newquay, Cornwall TR7 2LZ or email [email protected].

You will be asked to provide the following details: the personal information you wish to access, where it is likely to be held, and the date range of the information you wish to access. We will also be asked to provide two forms of identification. Once we have received this information and your identification we will respond within one month. This timeframe may be extended by up to two months if your request is particularly complex.

Queries and concerns
If you have any queries or concerns about data protection at Newquay Zoo, please contact us. If you are not happy with the response you receive, you may wish to contact the Information Commissioner’s Office at

Updated July 2021