Hazel Grove Snooker Club Privacy Policy
Last updated: 11 September 2026
1. Introduction
This Privacy Policy explains how Hazel Grove Snooker Club Limited (“we”, “us”, “our” or “the Company”) collects, uses, stores and protects personal information when you:
- Visit our website at www.hazelgrovesnooker.com.
- Contact us by telephone, email, online form or social media.
- Speak with our AI receptionist.
- Purchase memberships, bookings or other services.
- Visit our premises or use our facilities.
- Participate in coaching, junior activities, leagues, competitions or events.
We handle personal information in accordance with applicable UK data protection law, including the UK GDPR, the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations where relevant.
2. Who We Are and How to Contact Us
Hazel Grove Snooker Club Limited operates a cue sports and leisure venue offering snooker, pool, darts, table games, memberships, coaching, events, league competitions, food and drink.
We are the data controller for the personal information we collect and use for these purposes.
Registered office
Hazel Grove Snooker Club Limited
31 Wilmslow Road
Cheadle
Cheshire
SK8 1DR
Trading address
Hazel Grove Snooker Club
Units 1 & 2 Macclesfield Road
Hazel Grove
Stockport
SK7 5EN
General enquiries: bookings@hazelgrovesnooker.com
Data protection contact: Constandino Georgiou
Privacy enquiries and requests: dino@hazelgrovesnooker.com
You may also write to us at our trading address, marked “Data Protection”.
3. Information We Collect
The information we collect depends on how you interact with us.
Identity and contact information
This may include your name, address, email address, telephone number, membership number and date of birth where required for age checks or eligibility.
Membership information
This may include joining and renewal dates, membership status, discount eligibility and communication preferences.
Booking and attendance information
This may include table, event, party and coaching bookings, together with relevant attendance and booking history.
Payment information
This may include purchase amounts, payment references, transaction history and refund records. We do not store full payment card details. Card information is handled by the relevant payment provider.
Communications
This may include emails, contact forms, social media messages, complaints, customer service notes and information you provide during enquiries.
For our AI receptionist, this includes information processed during conversations, written summaries and associated call metadata, as explained in Section 8.
CCTV
We collect footage from cameras operating in designated areas of our premises and external areas.
Website and technical information
This may include IP addresses, browser and device information, cookie preferences and website usage information.
Incident and safeguarding information
Where necessary, we may record information about accidents, safety concerns, behaviour, exclusions, damage, abuse, complaints or safeguarding matters.
Such records may sometimes contain health information or information about alleged offences. We only process this information where necessary and where the additional legal requirements for that type of information are satisfied.
4. How We Obtain Information
We obtain information directly from you when you join, renew, book, purchase, visit, contact us or participate in our activities.
We may also receive relevant information from:
- Someone making a booking on your behalf.
- A parent or guardian.
- A team captain, league organiser or event organiser.
- Booking, membership and payment providers.
- Coaches or other service providers where relevant to your request.
- People reporting an incident, including witnesses.
- Insurers, professional advisers or lawful authorities.
We also collect information through our website, AI receptionist and CCTV systems.
If you provide someone else’s personal information, please ensure you are entitled to do so and make them aware of this policy where appropriate.
5. Why We Use Information and Our Lawful Bases
We use personal information only where we have an appropriate lawful basis.
Memberships, bookings and purchases
We use relevant identity, contact, booking and payment information to enter into and perform our contract with you, including providing services, administering memberships and handling payments or refunds.
Where someone else arranges a service for you, we may rely on our legitimate interests in administering that arrangement.
Customer service and enquiries
We use communications and relevant account information to answer questions, resolve problems and manage complaints. We rely on contract where the enquiry concerns our contractual obligations, or legitimate interests in providing effective customer support.
AI receptionist
We rely on legitimate interests in making information accessible, responding to enquiries efficiently and providing assistance when staff are unavailable. Further details appear in Section 8.
Leagues, competitions, coaching and events
We use relevant participant and contact information to administer activities, communicate arrangements and manage participation. We rely on contract or legitimate interests, depending on the arrangement.
Safety, security and incident management
We use relevant information, including CCTV, for our legitimate interests in protecting customers, staff and property, preventing misuse and investigating incidents or claims. We may also process information to meet a specific legal obligation.
Financial and regulatory records
We retain and use information where necessary to meet accounting, tax and other legal obligations.
Website operation and improvement
We use technical information for our legitimate interests in operating a secure, reliable website. Where cookies or similar technologies require consent, we obtain it before using them.
Marketing
We rely on consent where required. Where electronic marketing is permitted without fresh consent under the applicable existing-customer rules, we may rely on legitimate interests, subject to the required opt-out arrangements.
Emergencies and safeguarding
In a genuine emergency, we may use information to protect someone’s vital interests where the legal conditions apply. Other safeguarding processing may rely on legal obligations or legitimate interests, together with any additional condition required for sensitive information.
Where we rely on legitimate interests, we consider whether our use is necessary and proportionate and balance it against your rights and reasonable expectations.
Where special-category information or criminal-offence information is involved, an ordinary lawful basis alone is insufficient. We must also meet the additional requirements applicable to that information.
6. Information Needed to Provide Services
Some information is necessary to administer memberships, fulfil bookings, take payments or meet legal requirements.
If you do not provide information needed for a particular service, we may be unable to provide that service or confirm your eligibility.
We will distinguish required information from optional information where appropriate. You do not need to agree to marketing to purchase a service.
7. Service Communications and Marketing
We may send necessary service messages, such as booking confirmations, payment information, changes affecting your booking, membership administration and relevant safety or closure notices.
Opting out of marketing does not prevent us from sending genuine service communications. We will not treat promotional content as a service message merely because you are a member.
We may send offers, event promotions and other marketing where legally permitted. You can unsubscribe using the method in the message or by contacting us.
You have the right to object to direct marketing at any time.
We may retain a minimal suppression record to ensure we respect your preference not to receive marketing.
We do not sell your information or marketing lists.
8. AI Receptionist
What the service does
We use IONOS AI Receptionist to answer telephone enquiries and provide information about the club, facilities, opening hours, events and services.
The receptionist is configured to provide information rather than collect customer details for booking changes or cancellations. It does not create or amend bookings.
Hazel Grove Snooker Club Limited is responsible for how we use personal information through the service. IONOS provides the product through an appointed technical subcontractor, with processing governed by the applicable contractual terms and Data Processing Agreement.
Information processed during conversations
The service processes what you say so it can understand your enquiry and respond. This may include personal information you choose to disclose.
A text summary of the conversation and associated metadata, such as the time and duration of the call, are retained. These records may contain personal information mentioned during the conversation.
Please avoid providing payment card details, sensitive personal information or unnecessary information about other people.
Audio recordings and temporary transcripts
According to IONOS, calls are not audio-recorded and no audio is stored after the call.
Conversation content is processed temporarily during the call. IONOS states that temporary call data and transcripts are deleted once the call summary has been sent.
This does not mean that no information remains: written summaries and associated metadata are retained separately.
Access to information
Authorised club personnel may access summaries and call information where necessary for customer service and administration.
IONOS states that its staff do not have access to the content of individual calls. However, customer service staff may access call histories and summaries through support tools for troubleshooting and support. Such access is logged.
Access by the technical subcontractor is restricted and governed by the Data Processing Agreement.
AI training
IONOS states that the content of conversations with the AI receptionist is not used to train AI models.
Retention
IONOS states that summaries and associated metadata are stored for the duration of our active service contract.
Its published overview does not specify a precise post-contract deletion deadline for these summaries. Information about the applicable contractual deletion arrangements can be requested through our data protection contact.
Any separate copies held by the club are subject to our enquiry retention period in Section 14, unless needed longer for a specific complaint, legal obligation or claim.
Processing location and security
IONOS states that processing takes place within the European Union and that information is encrypted during transmission and storage.
IONOS also explains that access from providers in other countries, particularly the United States, cannot always be ruled out. Further information on international transfers appears in Section 17.
Your choices
If you prefer not to use the AI receptionist, you can email info@hazelgrovesnooker.com or speak with the team at the venue.
The receptionist does not make decisions about individuals that have legal or similarly significant effects.
You can request access to relevant personal information, ask for inaccurate information to be corrected or exercise other applicable rights under Section 18.
9. CCTV Monitoring
CCTV operates in designated areas, which may include entrances, exits, reception, gaming areas, bar and service areas, corridors and the external perimeter.
We use CCTV for:
- Crime prevention and detection.
- Customer and staff safety.
- Protecting property and assets.
- Investigating accidents, complaints and disputes.
- Addressing violence, abuse and antisocial behaviour.
- Safeguarding where appropriate.
- Investigating relevant venue-rule or licensing concerns.
- Assisting law enforcement where lawful.
Routine access is restricted to authorised management. Footage may be disclosed where necessary and lawful to police, insurers, solicitors, courts, regulators or other appropriate authorities.
Clear signage is displayed on site.
We retain footage only for as long as necessary for its purpose. Retention arrangements are described in Section 14.
10. Children, Junior Activities and Safeguarding
We welcome families and run junior activities.
Where appropriate, we collect relevant parent or guardian contact information, participation details and information needed to manage activities safely.
Parental permission for an activity is separate from the lawful basis for processing personal information. Where consent is the appropriate data protection basis, we obtain it from the appropriate person.
We may record and share safeguarding information where necessary and lawful to protect a child or vulnerable person. We restrict this information to those who need it and apply the additional legal conditions where sensitive information is involved.
Venue supervision rules and the responsibilities of visiting groups are explained separately in our activity and venue policies.
11. Coaching and Other Third-Party Services
Where you request coaching or another third-party service, we may share relevant information where necessary to arrange that request.
Some providers act independently and are responsible for their own use of your information. Their privacy notices apply to that independent processing.
Where a provider processes information on our behalf, we require appropriate contractual data protection terms.
12. Booking, Membership and Payment Systems
We use third-party systems to support bookings, memberships, payments and venue administration.
These may include booking platforms, membership software, card terminal providers and payment services such as Stripe or PayPal, where used for your transaction.
We share only information relevant to the service being provided.
A provider may act as our processor, as an independent controller for certain activities, or both. Its role depends on the service and processing concerned. Relevant provider privacy information should be available through the booking, membership or payment process.
We do not store full payment card details.
13. Cookies and Website Features
Our website may use cookies or similar technologies for functionality, security, preferences and analytics.
Where consent is legally required, optional technologies are used only after you agree. You can change your preferences through the available website controls.
Embedded services, including a voice-receptionist widget where available, may process technical information such as your IP address and device information when loaded or used. Any additional notice or consent controls presented with a feature should be read alongside this policy.
We do not assume that permission to use a microphone also provides consent for unrelated analytics or marketing.
14. How Long We Keep Information
We retain personal information only for as long as needed for its purpose, taking account of legal obligations, complaints, claims and safeguarding requirements.
Our usual retention periods or criteria are:
- Membership records: up to six years after the relationship ends.
- Financial records: up to six years, or longer where a specific legal requirement applies.
- Booking records: up to three years. Related financial records may be retained under the financial-records period.
- Enquiries and customer-service records: up to two years after the enquiry is concluded, including separate AI summary copies held by the club.
- AI receptionist records held by the provider: temporary call data and transcripts are deleted once the summary has been sent; summaries and metadata are retained for the active service contract, as explained in Section 8.
- CCTV: periods may range from seven days to twelve months depending on the recording system and the documented purpose or incident involved. This is not a blanket requirement to retain all footage for twelve months. Routine footage should be deleted or overwritten when no longer needed.
- Incident, exclusion and safeguarding records: for as long as necessary to address the risk, administer an exclusion, meet applicable obligations or deal with a claim. The seriousness of the matter, continuing risk and review needs inform the period.
- Marketing preferences: for as long as needed to manage your choices, including a minimal suppression record after an opt-out.
Relevant records may be retained longer where necessary for an ongoing investigation, legal obligation, insurance matter or legal claim.
Information that is no longer required is deleted, securely disposed of or anonymised, as appropriate.
15. Security
We use appropriate organisational and technical measures to protect personal information. These include, where relevant:
- Password-protected systems.
- Access restricted to authorised people.
- Secure storage of paper records.
- Secure payment systems.
- Encryption of website traffic.
- Security software and system updates.
- Appropriate contractual requirements for service providers.
No system can be guaranteed completely secure. We assess and respond to security incidents and make notifications where legally required.
16. Sharing Information
We do not sell personal information.
Where necessary for the purposes described in this policy, we may share information with:
- Booking, membership and payment providers.
- IONOS and its appointed technical providers for the AI receptionist.
- Website hosting, IT support and other software providers.
- Coaches and activity organisers where relevant to your request.
- Accountants, solicitors and other professional advisers.
- Insurers.
- Police, safeguarding authorities, regulators and courts.
We limit disclosures to what is relevant and lawful. Providers acting on our behalf must process information under appropriate contractual terms.
17. International Transfers
Some providers may process information outside the United Kingdom or allow access from another country.
Where a restricted transfer takes place, it must be supported by an applicable UK adequacy arrangement, appropriate contractual safeguards valid under UK law, or another legally permitted transfer mechanism.
Depending on the circumstances, contractual safeguards may include the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses.
For the AI receptionist, IONOS states that processing takes place within the European Union. It identifies possible access from providers in third countries and describes safeguards including EU Standard Contractual Clauses and, where applicable, the Data Privacy Framework. Any transfer of UK personal information must meet the applicable UK requirements; EU safeguards do not automatically establish this on their own.
You can contact dino@hazelgrovesnooker.com for information about the safeguards applicable to your information and how to obtain a copy, subject to appropriate redactions.
18. Your Rights
Depending on the circumstances and the lawful basis involved, you may have the right to:
- Request access to your personal information.
- Ask us to correct inaccurate or incomplete information.
- Request deletion.
- Request restrictions on how we use information.
- Receive certain information in a portable format.
- Withdraw consent where processing relies on consent.
Withdrawing consent does not affect the lawfulness of processing carried out before withdrawal.
Your right to object
You may object to processing based on legitimate interests, including our use of the AI receptionist, for reasons relating to your particular situation. We will assess your request in accordance with the law.
You may object to direct marketing at any time, and we will stop using your information for that purpose.
Making a request
Contact dino@hazelgrovesnooker.com or write to our trading address.
We may need proportionate information to confirm your identity or clarify the request. We normally respond within one month, subject to any extension or other adjustment permitted by law.
Requests are normally free. Any refusal, restriction or fee will only be applied where legally permitted, with an explanation.
These rights are not absolute. For example, we may need to keep information to meet a legal obligation or establish, exercise or defend a legal claim.
19. Complaints
If you are concerned about how we handle personal information, please contact Constandino Georgiou at dino@hazelgrovesnooker.com.
You can also complain directly to the Information Commissioner’s Office, the UK data protection supervisory authority. You do not have to complain to us first.
Website: ico.org.uk
20. Changes to This Policy
We may update this policy to reflect changes to our services, providers, processing activities or legal requirements.
The latest version will be published on our website with its revision date. Where appropriate, we will draw significant changes to your attention.
