Food and beverages policies
Haven food and beverage online ordering terms and conditions
1. These terms and conditions (together with the Haven Food and Beverage Online Ordering Privacy Policy and the terms of use of the My Haven app apply to your use of any of the food and beverage ordering services accessible through the My Haven app, via the QR codes that can be found located in our venues and/or Haven’s food and drink ordering portal (https://www.haven.com/order) (the 'Services').
In order to utilise the Services, the following requirements must be met:
If alcoholic or age-restricted products are purchased, the purchaser and any intended consumer must be over 18 and able to provide valid ID, on request. If no valid ID can be shown, then no refund will be applicable. We operate a Challenge 25 ID policy at all of our venues.
In order to place a food or beverage order, the purchase must use Vailed Credit / Debit Card
Admission and service at licensed premises are subject to licensing laws.
It is at the venue manager's sole discretion to refuse service to any individual or to make any other decision which is aimed at promoting or adhering to the licensing objectives, including promoting any internal or venue specific policies/procedures.
All products and offers are subject to availability. Alternative products or refunds may be offered, where appropriate, at the venue manager's discretion.
If you are concerned about the presence of allergens in our food or drinks, please ask a member of our team for assistance.
If you experience technical issues when placing a food order (for example, if the My Haven app screen freezes, if payment is interrupted or you are charged twice for the same order), these may be resolved by speaking to a Haven team member.
If your order is refunded, owing to product/offer availability or as a customer service goodwill gesture, it will usually be processed in the following way – through the venues till, with the funds being returned to the card within 3-5 days.
We apologise, but it is not possible to amend or cancel orders, once placed.
Terms and Conditions updated on 25 March 2025.
Haven food and beverage online ordering privacy policy
1. Introduction
1.1 At Haven we are committed to protecting and respecting your privacy, whilst striving to provide the very best guest experience. We work very hard to keep your information safe and we want our services to be safe and enjoyable for everyone. We follow strict security procedures on how personal information is stored and used and who sees it to help stop any unauthorised person getting hold of it.
1.2 This privacy policy (and any other documents referred to in it) sets out the basis on which we will process and use any personal information that we collect from you when using the My Haven App via the QR codes that can be found located in our venues and/or Havens food and drink ordering portal (“the Services”).
We may update this notice from time to time. If there is any significant change, we will let you know, but you’re welcome to come back and check it whenever you wish.
1.3 This privacy policy was last updated on 25 March 2025.
2. Identity and contact details
Haven Leisure LTD owns and operates thirty-eight family holiday parks, providing caravans for sale, touring and camping (including facilities) in the UK, in predominantly coastal locations. For simplicity throughout this notice, ‘we’ and ‘us’ means Haven Leisure LTD and its business units.
We have a legal duty to protect personal information that we collect under Privacy Legislation such as, the UK GDPR, the Data Protection Act 2018 (the “DPA”) and the Privacy and Electronic Communications Regulations 2003, (PECR).
For the purpose of the DPA and PECR, we are the data controller and are located at Bourne Leisure Ltd, One Park Lane, Hemel Hempstead, HP2 4YL. If you have any queries relating to this policy, you may write to us this address or contact us HERE[GH1]
[GH1]Please ensure the hyperlink is included.In a couple of weeks time this will need to be updated again as this will be moving.
3. Personal information from you and how we use it
When you create an account to use our services, we will ask you to provide information about yourself to create the account. We will also capture further information as you use the app.
Details of this information are set out below:
Title
Name
Email address
Contact number
DOB
Password (this is stored in an encrypted form).
Your location using GPS data from your device
Favourite locations
Transactional information (items you order, value of order)
Payment information (this is processed by our online payments processor. We only process encrypted payment information).
Why is this Data collected?
The information collected from you and other applicable sources is needed for us to:
Validate your identity and Age
Protect you and Haven from fraud and other illegal activities
Allow us to fulfil your order
Administer your account
Improve and maintain our services and system.
Legal Grounds for processing the above data
a) For the performance of a contract to provide you with your order.
b) In our Legitimate Interests to:
Manage our business & improve our customer offerings
Develop and improve our services
Protect Haven and customers from fraudulent or illegal activities
How we use Sensitive Personal Information
We do not normally collect sensitive personal information from you. However, if you make us aware of any special requests, for your order including anything due to specific medical, dietary or religious requirements, we will note these so that we can do our best to meet your request.
Legal Grounds for processing the above data:
c) Consent - we will process this data only for the purpose(s) you have consented to and not for any other purpose
4. How we share personal information
We sometimes share your personal data with trusted third parties. Here’s the policy we apply to those organisations to keep your data safe and protect your privacy:
We provide only the information they need to perform their specific services.
They may only use your data for the exact purposes we specify in our contract with them.
We ensure appropriate Due Diligence is undertaken to ensure the security of your data.
We work closely with them to ensure that your privacy is always respected and protected.
If we stop using their services, any of your data held by them will either be deleted, returned or rendered anonymous
Examples of the kind of third parties we may work with are:
Companies within our group.
IT companies and service providers who support our website, applications and other business systems.
Direct marketing companies who help us manage our electronic and postal communications with you, where you have opted in.
Data insights and market research agencies.
Social Media Channels to show you products that might interest you while you’re browsing the internet. This is based on either your marketing consent or your acceptance of cookies on our websites. See our Cookies Policy for more details.
Payment service providers that enable us to fulfil transactions with you.
Partnerships we work with e.g. Reward Schemes and Newspapers
For fraud management, we may share information about fraudulent or potentially fraudulent activity in our premises or systems. This may include sharing data about individuals with law enforcement bodies.
We may also be required to disclose your personal data to the police or other enforcement, regulatory or Government body, in your country of origin or elsewhere, upon a valid request to do so. These requests are assessed on a case-by-case basis and take the privacy of our customers into consideration.
We may, from time to time, expand, reduce or sell our business and therefore may share data with prospective buyers of our business or assets. If this happens your personal data will, where relevant, be transferred to the new owner or controlling party, under the terms of this Privacy Notice.
For further information please contact our Data Protection Officer on HERE
5. Where we transfer and store personal information
The personal information that we collect from our website and app users may be transferred to, and stored at, destinations outside the European Economic Area, (the "EEA”). To safeguard your personal information and to ensure that it is properly protected we have put in place contractual safeguards with our Data Processors.
Any transfer of your personal data will follow applicable laws and we will treat the information under the guiding principles of this notice.
6. Retention of personal information
Whenever we collect or process your personal data we’ll only keep it for as long as is necessary, for the purpose for which it was collected. This period will be determined based on any business and/or legal requirements.
At the end of that retention period, your data will either be deleted completely or anonymised, for example by aggregation with other data so that it can be used in a non-identifiable way for statistical analysis and business planning.
If you need further information, please contact us HERE
7. Additional Support
7.1 You have certain rights in respect of the personal information that we hold about you. Details of these rights are set out below. To exercise any of these rights, please contact us HERE
7.2 We will process all personal data in line with your rights, in each case to the extent required by and in accordance with applicable law only (including in accordance with any applicable time limits and any requirements regarding fees and charges). We will respect your personal information rights in respect of:
a) Access
At your request we will confirm to you whether or not we are processing your personal information and if so, provide you with access to and a copy of such personal information and the other details to which you are entitled.
b) Rectification
We will correct any inaccurate personal data and complete any incomplete personal data (including by providing a supplementary statement) that we hold about you.
c) Erasure
We will erase your personal information at your request without undue delay, dependent on circumstances and specific exemptions.
d) Restriction
We will restrict the processing of your personal information in certain circumstances, if you ask us to do so.
e) Data portability
We will provide you or third parties on your behalf with a copy of any personal information that we hold about you which you have provided to us in a structured, commonly used and machine-readable format.
f) Objection (including objection to direct marketing)
You have the right to object to the processing of your data where the organisation is relying on its legitimate interests as the legal ground for processing.
g) Automated decisions and profiling.
We will not make legally binding decisions based on automated processing, including profiling, dependent on circumstances and specific exemptions.
8. How we look after your information
8.1 We are committed to protecting your personal data and your privacy by ensuring your personal data is securely processed and stored. We implement industry standard security measures and operational controls to safeguard your data from unauthorised access, disclosure, alteration or destruction.
8.2 We regularly monitor our system for possible vulnerabilities and attacks, and we carry out penetration testing to identify ways to further strengthen security.
9. Changes to our privacy policy
9.1 We reserve the right to modify this privacy policy from time to time. Any changes we make in the future will be posted within the App. You should check back frequently to see any updates or changes to our privacy policy.
10. Contacts and complaints
10.1 We hope this Privacy Notice has been helpful in setting out the way we handle your personal data and your rights to control it. If you have any questions that haven’t been covered, please contact our Data Protection Officer who will be pleased to help you with any questions, concerns, comments, requests or complaints regarding this privacy policy, our website and/or our use of your personal information. Please address your concerns to us by clicking HERE[GH1] or submit in writing for the attention of: The Data Protection Officer, Haven Leisure LTD, 1 Park Lane, Hemel Hempstead, HP2 4YL.
10.2 If you have any complaints regarding this privacy policy, you may also contact the UK Information Commissioner at telephone number 0303 123 1113 or https://ico.org.uk/make-a-complaint