Privacy & Cookies Policy

  1. INTRODUCTION
    1. Thank you visiting the No1 Lounges website (let’s call it our “site” for short), brought to you by No1 Lounges Ltd (“we”, “us” or “our”). This privacy policy (we’ll refer to it as the “Privacy Policy”), together with our terms and conditions (let’s call them “Terms” for short) sets out important information about the ways in which we collect and use information about you when you browse our site, access or purchase access to our lounges, or purchase any other services (let’s call them our “Services” for short) or otherwise interact with us. In this Privacy Policy, when we refer to “you” and “your” we mean you, the person using or visiting our site, using our Services or engaging with us.
    2. By visiting our site, using our Services or otherwise interacting with us, you acknowledge and agree to our using your information in accordance with this Privacy Policy.
  2. ABOUT US
    1. We are No1 Lounges Ltd, a company incorporated in England and Wales. Our company number is 05778886. Our registered address is Hanover House, 14 Hanover Square, London W1S 1HP.
    2. If you have any queries about this Privacy Policy, or would like to contact us for any reason, please do so using the following details:

      FAO: Andrew Strain
      Address: No1 Lounges Ltd, 44 Carnaby Street, London, W1F 9PP
      Email: privacy@no1lounges.com
  3. INFORMATION WE MAY COLLECT ABOUT YOU
    1. Information you give us

      We will collect any information you provide to us when you:

      • register for an account with us;
      • register at one of our lounges or otherwise;
      • book with or purchase a Service from us;
      • enter one of our promotions or surveys;
      • subscribe to our mailing list;
      • apply for a job with us;
      • complete one of our feedback forms; or
      • contact or otherwise correspond with us.

      This information might include your name, address, email address, phone number, payment card information, affiliate membership number, your CV, feedback about our services, any other information you send to us, and/or any other information relevant to the Services that you’re booking or purchasing.

    2. Information we collect about you

      We will collect any information contained in any correspondence between you and us. For example, if you contact us via our site “Enquiry Form” or via any of the email addresses listed on our site, we may keep a copy of that correspondence.

      We also capture visual data through the CCTV employed at our lounges, sites, and offices.

      We may also collect certain information about your visits to our site and how you use it. This may include your IP address, geographical location, device information, browser type, referral source, length of visit, operating system, number of page views, which Services you have viewed or searched for on our site, what purchases you have made and similar information. This information may be collected by a third-party website analytics service provider on our behalf and/or may be collected using cookies. For more information on cookies please refer to paragraph 6 below.

    3. Information we receive from third parties

      We may also collect information about you from third parties that we work closely with for the purposes of delivering to you the Services that you request from us (perhaps via third parties).

      For example, you may book access to our lounges or other Services via third parties such as tour operators, travel agents or other third-party intermediaries. You might also be part of a scheme that permits you access to our lounges. In those circumstances we may receive information from the third parties in relation to your booking with us. This might include your name, applicable membership number or booking reference, lounge facility or Service that you have booked or are entitled to access and your arrival/flight time.

      We may also engage third parties to operate certain Services on our behalf, for example our chauffeur services or airport hosting services; these entities may collect information directly from you about your use of our site or your engagement with the Services that they provide on our behalf.

      We may also receive information about you from third parties where you have consented to such third party sharing your information with us for specific purposes. For example, we might receive information about you from third parties if you have indicated to that third party that you would like to hear from us.

  4. HOW WE USE INFORMATION ABOUT YOU
    1. We may use your information for the following purposes:
      1. to provide you with access to our site (including sharing your information with our website hosts and developers) (on the basis of our legitimate interest in providing the correct services to our website users and to ensure our website is presented in an effective and optimal manner);
      2. to provide you with Services that you have purchased (whether directly from us or from a third-party intermediary) and any other services or information that you may have requested from us (on the basis of performing our contract with you);
      3. to confirm your membership with an affiliate that permits you access to our lounges (on the basis of performing our and/or the affiliate’s contract with you or, alternatively, on the basis of our legitimate interests to operate a business);
      4. to contact you with information about the Services that you have booked or purchased (for example, confirming an appointment that you may have made at one of our lounges) (on the basis of performing our contract with you and our legitimate interest in providing the correct services to our customers);
      5. to keep in contact with you about other Services of ours that we believe may interest you, provided that:

        (a) if you are an existing direct customer of ours you haven’t asked us not to contact you; or

        (b) if you are a new or prospective customer of ours that you have asked us to contact you,

        (either on the basis of your consent where we have requested it, or, alternatively, our legitimate interests to provide you with marketing communications where we may lawfully do so);

      6. where you give us your consent to do so, to share your information with other selected third parties, to enable them to contact you with information about goods or services that may interest you (where we have your consent to do so or, alternatively, on the basis of our legitimate interests to operate a business);
      7. to provide customer service and support, deal with enquiries or notify you of changes in relation to the Services that you’ve booked or purchased (on the basis of our legitimate interest in providing the correct services to our customers);
      8. to improve our site and ensure that content from our site is presented in the most effective and optimal manner (on the basis of our legitimate interest to ensure our website is presented in an effective and optimal manner);
      9. to carry out aggregated and anonymised research about general consumer engagement with our Services and site (on the basis of our legitimate interest in providing the right kinds of services to our customers and website users, and improving our website, and services);
      10. to process any job applications you submit to us including sharing this with any relevant third party recruitment agency we use (on the basis of your consent where we have requested it, or, alternatively, our legitimate interests to consider job applications, or where we otherwise have a legal obligation to process certain information about our job applicants);
      11. to comply with any airport rules and/or regulations (on the basis of our legitimate interests to operate a safe and lawful business or where we otherwise have a legal obligation to do so);
      12. to comply with our legal obligations, such as for example to comply with any court orders (on the basis of our legitimate interests to operate a safe and lawful business or where we otherwise have a legal obligation to do so); and
      13. to enable us to enforce our legal rights, or to protect the rights, property or safety of our employees or others (on the basis of our legitimate interests to operate a safe and lawful business, where necessary for the establishment, exercise or defence of legal claims, or where we otherwise have a legal obligation to do so).
    2. We will use your information for the purposes listed above either:
      1. for the performance of your contract with us and the provision of our services to you;
      2. with your consent (where we request it);
      3. to comply with a legal obligation; or
      4. for our legitimate interests (we explain what we mean by this below).
    3. Where we refer to using your information on the basis of our “legitimate interests”, we mean our legitimate business interests in conducting and managing our business activities and our relationship with you. This might involve:
      1. using your information to protect you against fraud when you transact on our site, and to ensure that our systems and sites are secure;
      2. improving the security and optimisation of our network, sites and services;
      3. confirming information that you provide to us in a CV or application, by reference to past employers and/or publicly available employment or business profiles;
      4. personalising, enhancing, modifying or otherwise improving the Services and/or communications that we provide to you, such as sending you marketing and serving you with advertising that is relevant and likely to be of interest to you; and/or
      5. detecting, monitoring and preventing fraud or other unlawful acts, and operating a safe and lawful business.
    4. Where we use your information for our legitimate interests, we make sure that we take into account any potential impact that such use may have on you. Our legitimate interests don’t automatically override yours and we won’t use your information if we believe your interests should override ours unless we have other grounds to do so (such as your consent or a legal obligation). If you have any concerns about our processing please refer to details set out in section 9 below.
    5. As we outline in section 9 below, from 25 May 2018 you will have the right to object to our using your information for our legitimate interests. However, please keep in mind that your objection to this sort of processing may affect our ability to carry out the tasks that we have set out above.
  5. WHO WE MIGHT SHARE YOUR INFORMATION WITH
    1. In connection with the purposes, and on the lawful grounds, described above and in addition to the recipients of your information as described above, we may share your personal information with:
      1. any other selected third parties that we work with where necessary for the purposes of delivering you the Services you have purchased or requested from us. For example, we work closely with third parties that provide our chauffeur and VIP Services. We might also engage other third party sub-contractors or service providers to help us host our website or manage other Services (such as some of our spa Services);
      2. any other selected third party that you consent to our sharing your information with, for example for marketing purposes or other services offered by the third party (for example, partner lounges);
      3. any prospective seller or buyer of our business or assets, in the event that we decide to sell or buy any business or assets; and
      4. any other third parties where necessary to enable us to enforce our legal rights, or to protect the rights, property or safety of our employees or where such disclosure may be permitted or required by law.
    2. Where we do share your information with third parties, we will require such third parties to maintain appropriate security to protect your information from unauthorised access or processing, unless we have no ability to do so (for example, where we are sharing information with regulatory authorities or courts).
  6. COOKIES
    1. We use cookies to ensure that you get the most out of our site. Cookies are small amounts of information in the form of text files which we store on the device you use to access the site. Cookies allow us to monitor your use of the software and simplify your use of the site. For example, a temporary cookie is also used to keep track of your "session". Without that temporary cookie (which is not stored after you quit your browser) you would have to log on every time you access a new page.
    2. If you do not wish for cookies to be installed on your device, you can change the settings on your browser or device to reject cookies. For more information about how to reject cookies using your internet browser settings please consult the “Help” section of your internet browser (or alternatively visit http://www.aboutcookies.org). Please note that, if you do set your Internet browser to reject cookies, you may not be able to access all of the functions of the site and your experience may be less satisfying without using cookies.
    3. The names of the cookies used by the site and the purposes for which these cookies are used are set out in the table below:
      Cookie Name Purpose Type Duration

      Google Tag Manager

      Used to contain tracking scripts for multiple purposes. Critical to the operation of the website.

      Tracker

      Session

      Bing Ads

      Data collection, behavioural analysis and retargeting.

      Advertising

      Session

      DoubleClick

      Data collection, behavioural analysis and retargeting.

      Advertising

      Session

      Facebook Custom Audience

      Data collection, behavioural analysis and retargeting.

      Advertising

      Session

      Facebook Pixel

      Data collection, behavioural analysis and retargeting.

      Advertising

      Session

      Google AdWords Conversion

      Data collection, behavioural analysis and retargeting.

      Advertising

      Session

      Google AdWords User Lists

      Data collection, behavioural analysis and retargeting.

      Advertising

      Session

      Google Dynamic Remarketing

      Data collection, behavioural analysis and retargeting.

      Advertising

      60 days

      LinkedIn Ads

      Data collection, behavioural analysis and retargeting.

      Advertising

      60 days

      GA Audiences

      Collects and analyses data related to site usage and performance.

      Site Analytics

      Session

      Google Analytics

      Collects and analyses data related to site usage and performance.

      Site Analytics

      Session

      Ijento

      Collects and analyses data related to site usage and performance.

      Site Analytics

      Session

      LinkedIn Analytics

      Collects and analyses data related to site usage and performance.

      Site Analytics

      Session

      Facebook Connect

      Integrates features related to social media sites.

      Social media

      Session

      Mention Me

      Enables the operation of all referral marketing campaigns

      Tracker

      Session

      no1lounges.com

      Various cookies are employed that are critical to the user experience and booking capabilities.

      Tracker

      Session

    4. Our site may also contain content and links to other sites that are operated by third parties that may also operate cookies. We don’t control these third-party sites or cookies and this Privacy Policy does not apply to them. Please consult the terms and conditions and Privacy Policy of the relevant third-party site to find out how that site collects and uses your information and to establish whether and for what purpose they use cookies.
  7. HOW WE LOOK AFTER YOUR INFORMATION AND HOW LONG WE KEEP IT FOR
    1. We use appropriate technological and operational security measures to protect your information against any unauthorised access to or unlawful use, such as:
      1. ensuring the physical security of our offices, lounges, servers, data warehouses or other sites/devices that house such data;
      2. ensuring the physical and digital security of our equipment and devices by using appropriate access controls, including IP restrictions, password protection and encryption;
      3. maintaining an internal data protection policy for, and delivering data protection training to, our employees; and
      4. limiting access to your personal information to those in our company who need to use it in the course of their work.
    2. We will retain your information for as long as is necessary to provide you with the services that you have requested from us, or for as long as we reasonably require to retain the information for our lawful business purposes (such as for the purposes of exercising our legal rights), or for as long as the law otherwise permits.
    3. We operate a data retention policy and look to find ways to reduce the amount of information we hold about you and the length of time that we need to keep it. For example:
      1. we archive our email and paper correspondence regularly and destroy information older than 3 years unless we are required to retain it for evidential or legal purposes;
      2. we retain information relating to orders, refunds and customer queries for approximately 3 years unless we are required to retain it for evidential or legal purposes; and
      3. we maintain a suppression list of email addresses of individuals who no longer wish to be contacted by us. We need to keep this information to comply with their wishes not to contact them.
    4. Transmission of information over the internet can be insecure, and although we employ measures to protect your information from unauthorised access, you acknowledge that we cannot always guarantee the security of information sent over the internet.
  8. WHERE WE STORE YOUR INFORMATION
    1. Our servers are situated in the European Economic Area (EEA) and all of the information that we collect about you will be stored on these servers.
    2. In certain circumstances your information may be processed outside of the EEA such as when we engage third parties based outside of the EEA to assist us with the Services that you have requested from us. In such circumstances, we will take all steps necessary to ensure that any of your information is adequately protected and processed in accordance with this Privacy Policy. You consent to this transfer and processing of your information.
  9. YOUR RIGHTS TO THE INFORMATION WE HOLD ABOUT YOU

    Overview of your rights

    1. You have certain rights in respect of the information that we hold about you, including:
      1. the right to be informed of the ways in which we use your information as we seek to do in this Privacy Policy;
      2. the right to ask us not to process your personal data for marketing purposes;
      3. the right to request access to the information that we hold about you;
      4. the right to request that we correct or rectify any information that we hold about you which is out of date or incorrect;
      5. in certain circumstances, the right to ask us to stop using information about you; and
      6. the right to lodge a complaint about us to the UK Information Commissioner’s Office (https://ico.org.uk/).
    2. Please note that, notwithstanding these rights, we reserve the right to retain certain information for our own record-keeping and to defend ourselves against any claims. We may also need to send you service-related communications relating to your site user account even when you have requested not to receive marketing communications.

      Your future rights

    3. From 25 May 2018, you will have certain additional rights in respect of the information that we hold about you, including:
      1. in addition to your right to lodge a complaint about us to the UK Information Commissioner’s Office (https://ico.org.uk/), you will also be able to lodge a complaint with the relevant authority in your country of work or residence;
      2. the right to withdraw your consent for our use of your information in reliance of your consent (refer to paragraph 4 above to see when we are relying on your consent), which you can do by contacting us using any of the details at the top of this Privacy Policy;
      3. the right to object to our using your information on the basis of our legitimate interests (see paragraph 4.3 above for information about our legitimate interests) (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground; and
      4. the right to receive a copy of any information we hold about you in connection (or request that we transfer this to another service provider) in a structured, commonly-used, machine readable format, in certain circumstances; and
      5. the right to ask us to limit or cease processing or erase information we hold about you in certain circumstances.

      How to exercise your rights?

    4. You may exercise your rights above by contacting us using the details in section 2 of this Privacy Policy, or in the case of preventing processing for marketing activities also by checking certain boxes on forms that we use to collect your data to tell us that you don’t want to be involved in marketing.
    5. Alternatively, if you would prefer not to contact us, depending on the nature of your request, you may be able to do it yourself. For example:
      1. you may update the details we hold about you by logging into your account via the “Log in/Register” tab on our site and following the instructions to edit your details; and
      2. if you wish to remove your information from our marketing circulation lists, which include receiving marketing emails, you may unsubscribe by scrolling to the bottom of the email and clicking the ‘unsubscribe’ icon.
    6. We will comply with your requests unless we have a lawful reason not to do so. We will try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
    7. Please note that your objection to processing (or withdrawal of any previously given consent) could mean that we are unable to provide you with our services or otherwise perform the actions necessary to achieve the purposes set out above (see paragraph 4: ‘How we use information about you’). Please note that even after you have chosen to withdraw your consent we may be able to continue to process your personal information to the extent required or otherwise permitted by law, in particular in connection with exercising and defending our legal rights or meeting our legal and regulatory obligations.
    8. You may request us to cease sending you any marketing information at any time by notifying us in writing using the contact information set out in paragraph 2 above.

      What we may need from you to process your requests

    9. Please be aware that we may need you to provide additional information (such as to confirm your identity and/or to confirm what information you wish to access) in order to process your request.
  10. CHANGES TO THIS PRIVACY POLICY
    1. We may make changes to this Privacy Policy from time to time. We will post any changes to our site or notify you of any material changes by e-mail. Any changes will come into effect the next time you engage with us after the changes have been notified.

      This Privacy Policy was updated on 18th May 2018.


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