Privacy Policy

About this policy

Surprise Encounter Ltd is committed privacy protection and the safe handling of your personal data. This policy outlines our approach and details of the information collected when you use our website; make a booking on our website; or contact us for collaboration opportunities.

Personal Data Definition
For the purposes of this policy, Personal Data means any information that relates to an individual who can then be directly or indirectly identified from that data, whether in its submitted state or through the amalgamation of multiple data sources. In this case, it means personal data that you give to us via our site, or submit in store.

By providing your personal data, you agree that we can use your personal data in accordance with this policy. Please read the policy and feel free to contact us with any questions should you need further clarification.

Who are we?

Surprise Encounter is a table top gaming parlour based in Coventry. We also retail relevant hobby related paraphernalia: we sell TTRPGs and TTRPG accessories.
Our registered address: Unit 3F, Fargo Village, Far Gosford Street, Coventry, CV1 5ED.

Information Collection

We may collect information the following circumstances:

·  When you make a booking or appointment through our website

·  When you place an in-store order that requires us to reserve items or contact  suppliers on your behalf

·  When you interact or engage with us via our social media channels

·  If you register for our events, RPG campaigns or other multi-date ventures that may require us to contact you

·  When you sign up to marketing emails

Information Collected & Purpose:

You may be asked to submit personal information when making a booking, reservation or enquiry. This is collected so we are able to fulfil your request and provide a smooth gaming experience.

Surprise Encounter may collect information such as:

·  Preferred Title; Name; Email address

·  Billing information

·  Social media profile information (to allow staff to identify and internally respond to the correct queries)

·  telephone number

·  marketing preferences (whether you opt-in or opt-out)

·  Current and past table reservation information

·  Marketing/Survey responses where applicable

·  Information necessary to provide customers with digital receipts

When you access our website:

There’s information that will be automatically collected through cookies. This will be information about your computer hardware and software and can often include things like device type and operating systems. We collect information suitably and proportionally to our intended purposes. This information is used for the purposes of improving our website and streamlining our digital activity. We may also use this information for marketing purposes (e.g. if everyone comes to the site using a mobile phone, we better make sure our mobile website works). 

Surprise Encounter may automatically collect information:

·  Cookies

·  Device type (mobile, computer, laptop, tablet)

·  operating system (so we know if our offering works well enough on the types of systems people are using).

·  browser type, browser information (e.g., type, language, and history)

·  domain names, access times, settings

·  referring website addresses (e.g. if you came from a link on our facebook, or did you find us through google?)

·  other data about your device to provide the services as otherwise described in this policy.

Careers: 

We don’t accept CVs and any professional partnerships will be considered on a case by case basis. We may collect your:

·  Personal details

·  Experience information

·  References

We’ll use this information to consider the partnership request and may hold this information for future reference with your consent. Please contact us using the contact information on the website if you wish to either update or remove these records. 

How is your information used?

We use your personal data lawfully: it’s either necessary to complete your booking, you have provided it to us with consent or we have a legitimate interest for processing it. Data protection laws are very, very rigid. We’d end up spending a lot of time with the information commissioner’s office for any data misuse, and to be honest – we’d rather play board games. 

We keep the information for the following reasons:

·  Internal record keeping

·  Service emails (booking and post-booking feedback)

·  Information requested for the legitimate purposes of suppliers (e.g. if a supplier were to fulfil an order directly to the customer instead of sending it back to store for pickup)

·  Marketing communications

·  Improving our products and services

Information Access

In a previous life, the owners worked as data managers and marketing managers. We’re very protective of our own personal data, and that of our customers too. We do not sell, distribute or lease your personal information to third parties. We safeguard the information in accordance with current legislation and will only share with companies when it’s necessary to deliver a service on our behalf. 

That’s basically payment processors, our service providers (e.g. website & hosting, accounting) and specific circumstances to fulfil a customer request. For example, we may be making you a custom RPG table and might need to reach out to a supplier for a specific one-off request. In these cases we will only ever share that which is necessary to complete your requests, within the realms of your provided consent or under the applicable legislation. 

You can change your mind too. If you’ve consented to us having your personal information but want to us to get rid of it, we will endeavour to meet your request. If we need to retain information for legal or regulated purposes, we will do so. Database management is work, we like an easy life. So we’re not motivated to keep data you don’t want us to have. 

Data Storage

We keep the data for the purposes described in this policy and for as long as we need it to conduct the operation of our business. Data is stored securely in external data-centres. 

If we have to keep data for a set period of time due to regulations or laws, we have data deletion policies in place: data will be stored and tagged with the data deletion date. 

Everything is better with consent

We won’t contact your for marketing purposes by email, phone or text message unless you have given your consent. Also, it’s a lot of work to do marketing anyway, so we’d want to send our stuff to people who want to receive it. We won’t pass details to third parties for marketing parties unless you’ve given us permission. We like you, we like our customers, we like keeping you happy and part of that is not sharing your details around so your inboxes get filled.

You can always update your marketing preferences by using the general contact information on the website.

Rights

You can request a copy of the information Surprise Encounter Ltd holds for you and request any inaccuracies are corrected. This will not include information relating to the systems we use to store data or operate the business as that falls into information security territory. 

You can withdraw your consent to using your personal data at any time. You can request that we delete it. We do not retain data for any longer than necessary to fulfil its original collection purposes. Also, old data is a lot of work to maintain, not very useful and time spent dealing with bad data is time spent away from the cool card games we have, or our Warhammer stock.

Please use the general contact information our website to exercise any of the rights as above.

Data Security

We have taken suitable measures to protect and secure the data we collect. Firstly, it benefits us to keep our customer’s information safe and it benefits us as a business to make sure our stuff is safe. 

We use cookies to personalise your online experience and simplify the experience you have on our site. If using a cookie can speed things up for you, we’ll try to make that sort of thing happen. E.g. Cookies can help autofill information and preferences. It’s a text file placed on your hard disk by a web page server. It allows the website to recognise you when you visit. It collects data and browsing actions, and does not identify you as an individual.

We recognise that data collected by cookies in combination with other data held could lead to a very committed person possibly identifying you as an individual, which is why we secure the information and keep data relevant to cookies away from other personal data collected. 

Why do we use cookies?

Honestly, at this point it’s pretty much ‘cause we have to. Everything takes longer without them. Much of the modern functionalities of websites use cookies to operate at their best and provide a great experience. We use them for performance and analytics (e.g.which pages you clicked on, did you open an email, how long you spent on a page etc). This type of information allows us to find things that work for our customers and make them better. It also allows us to identify any points which aren’t working so well and get rid of them. 

Cookies may be used to identify referral sites, see where our customer base are logging on from (are you all in the UK or do we have some really dedicated gamers flying in to have their sessions?)

If we provide links to other websites, we are unable to excise any control over their data policies and practice. Surprise Encounter Ltd placing a link in our digital arenas would not be an endorsement so please check the relevant policies of the websites before providing any data to them. 

What happens if the business changes hands?

We reserve the right to expand or reduce our business at this may involve sale or transfer of control of all or part of the business. Personal data provided, where relevant to the area of the business being transferred, will be transferred alongside it. The new owner/responsible party can only use the data for the same terms and purposes you gave it to us, and if they want to do anything else they need to update their consent with you.

We’d try to let anyone affected know in advance so you can mage your data accordingly.

If we’re putting on an event with similar businesses or partners, we may share information for the smooth operation of the event. In these cases any data shared will be with the expectation that the third party has access to the data revoked at the end of the event. 

We may use the information provided to give a more customised experience, or to plan RPG campaigns that may interest you. We may share your information with any amenity-providing affiliates for the purposes of fulfilling your orders, perform analytics, support a loyalty programme, tailor marketing and improve services. We like tabletop gaming and we like providing an excellent experience for everyone. 

Changes to this statement

Surprise Encounter Limited may update this policy to reflect policy changes, use changes, and customer feedback. When you have time, review this periodically to ensure you’re informed of how we’re processing your information. 

Our policy will clearly state when it was last updated.

This policy: updated in December 2022.
This policy: due for a review June 2023.