Policies

GDPR/Privacy Policy

The processing of personal data is governed by the General Data Protection Regulation (the “GDPR”). When you use our services, you trust us with your information. Your privacy is important to us and it is Montalto Estate’s policy to respect your privacy regarding any information we may collect. Accordingly, we have developed this policy in order for you to understand how we collect, use, communicate, disclose and make use of personal information.

The following outlines our GDPR/privacy policy:

  • Before or at the time of collecting personal information, we will identify the purposes for which said information is being collected. We may collect data in a number of ways including online, face to face and over the phone
  • We will collect and use personal information solely with the objective of fulfilling certain purposes including to provide a full service to you as a customer, to communicate with you about offers and events, membership, administrative purposes, and for other compatible purposes, unless required by law
  • Our data retention policy ensures we only retain personal information for as long as necessary for the fulfilment of those purposes
  • We will collect personal information by lawful and fair means and, where appropriate, with the full knowledge or consent of the individual concerned
  • Personal data should be relevant to the purposes for which it is to be used, and, to the extent necessary for those purposes, should be as much as possible accurate, complete, and, up-to-date
  • We will protect personal information by reasonable security safeguards against loss or theft, as well as unauthorised access, disclosure, copying, use or modification
  • We will make readily available to customers, information about our policies and practices relating to the management of personal information
  • By entering the estate you are consenting for your image and likeness to be used in promotional material that may be created from photography/videography taken today by Montalto Estate. If you do not wish to be in any photographs please inform a staff member and let the photographer know at the time of taking the picture. Please note there may be flash photography.


Cookies: Cookies are small files which are stored on a user’s computer. They are designed to hold a modest amount of data specific to a particular customer and website.

Opt Out of Cookies:

If you would like to opt out and disable your cookies, you can do so by clicking here.

We use ‘cookies’ to store certain types of information each time you interact with us. Cookies enable our system to recognise your computer and allow us to see how you use our site: for example, we may track the areas of our website that you visit, to help us understand what elements of the Montalto Estate experience are of particular interest to you, to help us understand which sites you have accessed our website from, and to help us understand which website you visit next, after leaving ours.

Most browsers allow you to stop receiving cookies if you want: you can usually do this from your own computer.


Sharing Information:

We do not, and will not ever sell your personal information to any third party organisation.

We do not, and will not ever, provide any of the personal information you give to us, to any third party individual or organisation, except with your prior express consent.

We do require the services of a small number of selected third parties to communicate effectively with you. This includes Mailchimp (email partner), Survey Monkey (for feedback), Ticketsolve (ticketing platform) and Realex (payment gateway).

To read their privacy policies please click below:

Mailchimp: https://mailchimp.com/legal/privacy/
Ticketsolve: https://www.ticketsolve.com/privacy-policy/
Survey Monkey: https://www.surveymonkey.com/mp/legal/privacy-policy/
Realex (Global Payments): https://www.globalpaymentsinc.com/en-gb/accept-payments/ecommerce/privacy


Access to information:

You have the right to view the personal information we hold about you. This is known as a ‘subject access request’. You also have the right of erasure.

If you would like to access your personal data held by us or delete it, please apply in writing or via email to the data security team:

Data Security
Montalto Estate
Spa Road
Ballynahinch
BT24 8PT
Northern Ireland

or info@montaltoestate.com stating clearly in the subject line, what your email is in reference to.

A copy of this information will be sent to you as soon as possible but this will not be later than 40 days after your request.

Communication Preferences:

Montalto Estate will always act upon your choices in terms of whether you would like to receive communications from us.

Mailing list: When we ask you to opt-in to sign up for our mailing list, either at the time of booking, or when entering a competition or similar, we collect personal information. We use this for a number of reasons; to share information you may be interested in including upcoming events; to contact you if we need to obtain or provide additional information, to ensure our records are correct and to check now and then that you are a happy and satisfied customer. We also gather statistics around email opening and clicks using industry standard technologies to help us monitor and improve our marketing and services.

Please be advised you can easily unsubscribe at any time by either clicking the unsubscribe button in any of our marketing emails or by contacting us through the above address.

There are some communications that need to happen regardless of your marketing preferences. These are what we would describe as essential communications which help us fulfil our promises to you, either as a member or as a buyer of our goods or services.

Examples of this type of communication are as follows:

  • Transaction notification messaging such as direct debit confirmation
  • Membership related mailings such as your renewal reminder
  • Confirmation emails regarding tickets purchased for the gardens and/or events
  • Event notification in the event of a time/location change or cancellation


Third party links:

Our site contains links to other websites. Montalto Estate is not responsible for the privacy practices, or the content, of these sites. If you have followed a link from Montalto Estate websites to another website, you may be supplying personal data directly to a third party individual or business yourself.

Complaints:

If you have a complaint about our privacy policy we would appreciate it if you contacted us first to attempt to resolve the issue. However if you wish, you can also report this directly to the Information Commissioner’s Office (https://ico.org.uk/concerns/)


Policy Changes:

We are committed to conducting our business in accordance with all of the above principles, to ensure that the confidentiality of personal information is protected and maintained at all times. Please note that Montalto Estate reserves the right to change its Privacy Policy from time to time, as required, at Montalto Estate’s sole discretion.

Shop Returns Policy

The Consumer Rights Act 2015 says:

Goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product you’re entitled to the following –

  • If your goods are faulty, you can get an immediate refund (up to 30 days)
  • If it can’t be repaired or replaced, then you are entitled to a full refund in most cases (up to 6 months)
  • If the goods do not last a reasonable length of time you may be entitled to some money back (up to 6 years)

You do not have a legal right to a refund or replacement because you change your mind, but we will always do our best to help. In such an instance, we request that –

  • If goods are unwanted or not fit for purpose, they are returned unused and in their original packaging
  • A receipt must be presented upon return
  • If a receipt cannot be presented, we reserve the right to refuse return or on certain occasions refund with store credit

Condition of returned items:

Any return is subject to the following conditions –

  • Your item must be unused and in the same condition that you received it
  • Your item must be in the original packaging, unless there is a manufacturer defect
  • Orders which are cut, made to measure or mixed to your requirements will not be exchanged or refunded

Returned items are eligible for a full refund, however if we find the item has been used and not in the original packaging, a 20% restocking/administration fee may be deducted from the total amount paid.

Shop & Café Gift Vouchers

Shop and Café gift vouchers cannot be returned, or otherwise redeemed for cash. When a gift voucher is redeemed the remaining value will be returned as a standard transaction.

Statutory Rights
Your statutory rights are unaffected by this policy.

Complaints Handling Procedure – Events

1.1 Introduction

This document contains information regarding the official complaints procedure. This document applies specifically to any complaints made against Montalto Estate. In relation to this document, a complaint will be considered as negative feedback where the complainant requires an official response to their feedback from the team, rather than simply wishing to informally express dissatisfaction.

1.2 Complaining onsite at an event

If you would like to discuss an issue or complain to Montalto Estate whilst onsite at an event, Montalto staff will record information regarding the complaint upon receipt to ensure complaints are responded to promptly and that relevant information is captured to assist with business improvement.

As events can be particularly busy for all team members involved then it can prove difficult to set aside the necessary time to fully investigate and deal with a complaint there and then. It is with respect to this that we wish to capture information and address the matter, giving it the time it deserves, thus hopefully leading to an appropriate outcome for the complainant.

For full details of how we handle data and information, please view our Privacy Policy online.

If a problem arises onsite, a member of the team will attempt to resolve this as quickly as possible to minimise any conflict or distress. If immediate resolution is not feasible, they will record the complaint and let you know what action they will be taking to investigate it. If at all possible, it is best to ask to speak with a manager or supervisor.

Depending on the nature of the complaint, it may be referred to senior management or escalated as appropriate. The complainant will be kept updated with any progress in any investigations and you will be advised when the complaint is considered closed, explaining any rationale used in the decision-making process.

1.3 Complaining offsite

Complaints may be communicated to Montalto Estate via the following methods;

E-mail: info@montaltoestate.com

Post:

Operations Director

Montalto Estate

Ballynahinch

Co. Down, NI

BT24 8PX

Corporate Details

G. H. Wilson Scheme, Chairman’s Statement 2022, can be viewed HERE.

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