Privacy Policy
Last updated: 11-5-2026
This Privacy Policy explains how The Hospitality Gap collects, uses, stores, and protects personal information provided by customers and website visitors.
1. Who we are
The Hospitality Gap provides structured complaint support for customers of hospitality venues, including hotels, restaurants, bars, serviced apartments, and leisure or hospitality venues.
For privacy-related enquiries, you can contact us at:
Email: [insert contact email]
2. Information we collect
We may collect personal information when you use our website, submit a complaint support request, contact us, or use our complaint-related services.
This may include:
- your name
- email address
- phone number
- booking information
- venue name and location
- details of your hospitality experience
- complaint details
- evidence you choose to upload or provide
- payment confirmation information
- communications between you and The Hospitality Gap
3. How we use your information
We use your information to provide complaint support services and respond to your requests.
We may use your information to:
- review your complaint information
- assess booking terms and service expectations
- provide complaint structure guidance
- draft or support complaint communications
- contact you about your case
- process service requests
- manage payments and service records
- respond to enquiries
- maintain appropriate business records
4. Lawful basis for using your information
We process personal information where it is necessary to provide our services, respond to enquiries, manage customer relationships, comply with legal obligations, or pursue legitimate business interests.
Where consent is used, you may withdraw your consent at any time.
5. Payment information
Payments may be processed through a third-party payment provider.
The Hospitality Gap does not store full payment card details.
Payment providers may process payment information in accordance with their own privacy terms.
6. Sharing your information
We do not sell your personal information.
We may share limited information where necessary with service providers who help us operate the website, manage forms, process payments, store records, or communicate with customers.
We may also share information where required by law or where necessary to protect our rights or comply with legal obligations.
7. How long we keep your information
We keep personal information only for as long as necessary for the purposes described in this Privacy Policy, including complaint support, business records, legal compliance, dispute handling, and customer communication.
Where information is no longer required, we will delete it or anonymise it where appropriate.
8. How we protect your information
We take reasonable steps to protect personal information from unauthorised access, loss, misuse, alteration, or disclosure.
However, no online service can guarantee complete security.
9. Your rights
Depending on applicable data protection law, you may have rights in relation to your personal information.
These may include the right to:
- access your personal information
- request correction of inaccurate information
- request deletion of your information
- object to certain uses of your information
- request restriction of processing
- request transfer of your information
- withdraw consent where processing is based on consent
The ICO explains that privacy notices should tell people what rights they have, including rights such as access, rectification, erasure, restriction, objection, and portability. :contentReference[oaicite:1]{index=1}
10. Cookies and website analytics
Our website may use cookies or similar technologies to help the website function, improve performance, or understand how visitors use the site.
If we use non-essential cookies or analytics tools, we will provide appropriate information and choices where required.
11. Third-party services
We may use third-party tools or platforms for forms, file uploads, email communication, analytics, payment processing, or website hosting.
These third-party providers may process personal information according to their own privacy terms.
12. Updates to this Privacy Policy
We may update this Privacy Policy from time to time.
The latest version will be available on this page.