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Privacy policy

Last updated: 25 August 2026

Lydford Gorge Alpacas respects your privacy and takes the protection of your personal information seriously.

This Privacy Policy explains what information we collect, why we use it, how it is stored and shared, and your rights under UK data protection law.

1. Who we are

Lydford Gorge Alpacas is responsible for the personal information described in this policy.

Address: Forda Farm, Lydford, Okehampton, Devon, EX20 4BL
Website: www.lydfordgorgealpacas.com
Email: contactus@lydfordgorgealpacas.com

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For any questions about your personal information or this Privacy Policy, please contact us using the email address above.

2. Information we may collect

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Depending on how you interact with us, we may collect:

  • your name;

  • email address and telephone number;

  • billing and delivery address where required;

  • details of experiences, Gift Cards, Adoption Packs or other products you purchase;

  • information about the number and ages of people attending an experience where this is needed for eligibility or safety;

  • information you choose to provide when contacting us about accessibility or other individual requirements;

  • photographs or video taken during an experience;

  • correspondence you send to us;

  • marketing preferences; and

  • technical information about how our website is used, such as device, browser and website usage information.

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We only collect information that is reasonably necessary for the purpose for which it is being used.

3. How we collect your information

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We may receive personal information when you:

  • make an experience booking through BookingHound;

  • purchase a Gift Card, Adoption Pack or other product;

  • complete a form or contact us through our website;

  • contact us by email, telephone or social media;

  • subscribe to marketing communications;

  • attend one of our experiences; or

  • give us permission to use photographs or video featuring you.

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Some information is collected through service providers that we use to operate the business, including Wix and BookingHound.

4. How we use your information

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We may use your information to:

  • process and administer bookings and orders;

  • send booking confirmations and important pre-arrival information;

  • contact you about changes, cancellations or other matters relating to your booking;

  • check that age and supervision requirements for an experience are met;

  • arrange delivery of physical orders;

  • answer questions and respond to enquiries;

  • provide photographs or other follow-up information following an experience;

  • manage Gift Cards and Alpaca Adoptions;

  • maintain appropriate business, accounting and transaction records;

  • protect the safety and welfare of our guests and animals;

  • improve our website, services and customer experience;

  • deal with complaints, disputes or legal claims; and

  • send marketing communications where we are permitted to do so.

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We do not sell your personal information.

5. Our lawful reasons for using your information

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UK data protection law requires us to have a lawful reason for processing personal information.

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Depending on the circumstances, we may rely on:

Contract – where information is needed to provide an experience, product or service you have booked or purchased, or to take steps at your request before a contract is entered into.

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Consent – for example, where you have chosen to receive marketing communications or given us permission to publish a photograph or video featuring you. You may withdraw your consent at any time.

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Legitimate interests – where it is reasonably necessary to operate and protect our business, respond to enquiries, improve our services, maintain appropriate records or deal with disputes, provided those interests do not override your rights.

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Legal obligation – where we need to keep or disclose information to comply with the law.

If you choose to provide information about health, disability or other matters that may amount to special category personal information, we will only use it where necessary for the purpose for which you provided it and where an appropriate legal condition for doing so applies.

6. Marketing

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We will only send marketing emails where we have an appropriate legal basis to do so.

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Where you have specifically opted in, you can withdraw your consent at any time by using the unsubscribe option in the message or contacting us at contactus@lydfordgorgealpacas.com.

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We may also be permitted to contact existing customers about similar products or services in limited circumstances where the law allows this and an opportunity to opt out has been provided.

7. Photographs and video

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Photographs and videos may be taken during our experiences.

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Where we wish to use an identifiable photograph or video of you to promote Lydford Gorge Alpacas on our website, social media, advertising, editorial features or other promotional material, we will obtain your permission before doing so.

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You can contact us if you later wish to withdraw permission for future use. This will not affect any use that was lawful before permission was withdrawn or material that has already been printed or published beyond our reasonable control.

8. Who we may share information with

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We use trusted third-party services to operate Lydford Gorge Alpacas. Depending on how you interact with us, these may include:

  • Wix, which provides our website and online services;

  • BookingHound, which provides our experience booking system;

  • email, cloud storage and other technology providers such as Google;

  • payment-processing providers;

  • postal or delivery services where we need to send you a physical order;

  • professional advisers, insurers or accountants where necessary; and

  • government, regulatory or law-enforcement authorities where we are legally required to provide information.

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These organisations only receive information where it is necessary for the relevant purpose.

We do not provide customer information to other businesses for them to use for their own marketing.

9. Payments

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Payments are processed through the payment services used by our website, BookingHound or their payment-processing providers.

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We do not normally receive or store your full payment-card details.

10. How long we keep your information

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We do not keep personal information for longer than we reasonably need it.

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How long information is retained depends on why we hold it. For example:

  • enquiries are retained only for as long as reasonably necessary to deal with them and any relevant follow-up;

  • booking, order and transaction information may be retained for longer where necessary for accounting, tax, insurance, contractual or legal purposes;

  • marketing information is retained until you unsubscribe or we determine that it is no longer appropriate to keep it;

  • records of an opt-out may be retained so that we can make sure we do not contact you again for marketing;

  • photographs and video are retained only for as long as reasonably required for the purpose for which they were taken or permission was given.

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Information held by third-party providers may also be subject to their own appropriate retention and backup arrangements.

11. Where your information is stored

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We use established technology providers to store and process information securely.

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Some of these providers may process information outside the UK. Where a transfer of personal information outside the UK is legally restricted, appropriate safeguards will be used in accordance with UK data protection law.

12. Cookies and website analytics

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Our website uses cookies and similar technologies for functions such as operating the website, remembering preferences and understanding how visitors use the site.

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Where consent is required, you can choose whether to allow non-essential technologies through our cookie controls and can change your preferences later.

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We may use website analytics to understand information such as which pages are visited, how visitors arrive at the website and how the site is used. This helps us improve the website and our services.

13. Social media

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If you contact or interact with us through a social media platform, that platform may also process your personal information in accordance with its own privacy policy.

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Please avoid sending sensitive personal information through public social media posts or comments.

14. Your data protection rights

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Depending on the circumstances and the lawful basis on which your information is being processed, you may have rights including:

  • the right to ask for access to your personal information;

  • the right to have inaccurate information corrected;

  • the right to ask for information to be erased in certain circumstances;

  • the right to ask us to restrict how information is used in certain circumstances;

  • the right to object to certain processing;

  • the right to receive or transfer certain information in a portable format; and

  • the right to withdraw consent where processing is based on consent.

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You will not normally be charged for exercising these rights.

If you make a valid data protection request, we will respond within the period required by law.

15. Complaints

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If you have any concerns about how we use your personal information, please contact us first at:

contactus@lydfordgorgealpacas.com

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You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data protection regulator.

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Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113
Website: www.ico.org.uk

16. Changes to this policy

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We may update this Privacy Policy from time to time to reflect changes to our business, services or legal requirements.

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The date at the top of this page shows when it was last updated.

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