Anchor & Hope Rewards — privacy notice

1. Who we are

The Anchor & Hope Pubs Ltd, registered at 14 Marine Parade, Brighton, BN2 1TW runs Anchor & Hope Rewards and is the controller of your personal information. To ask anything about your information, email [email protected].

The app is hosted and run for us by a software platform provider, which processes your information only on our instructions.

2. What we collect

We collect:

• account details you give us: name, email address, mobile number (optional), date of birth and postcode where asked;
• your membership: level, payments and their status, consents you have given;
• purchases when your card is scanned at our tills (from our till system, Square), and the points, rewards, offers, vouchers and tickets on your account;
• messages you send us through support;
• feedback you send us when we ask how your visit or booking went (and your rating, if you give one);
• public reviews you post about us on review sites such as Google, which we bring into our system so we can read and reply to them;
• table bookings: the name, contact details, party size and any notes you give us (such as allergies or access needs, which we use only to prepare for your visit) — whether or not you are a member;
• technical information: device and browser details, notification settings, and security logs when you use the app;
• email statistics: on our marketing emails only, whether you opened the email and which links you clicked (through a tiny image and links that pass through our app). You can switch this off at any time in the app under Account, then Notifications (Email statistics). It is never used on receipts, bookings, tickets or sign-in emails;
• email delivery records: whether an email to you was delivered, bounced or reported as spam, which our email provider tells us, so we stop emailing addresses that don't work or don't want our emails;
• if you're on our mailing list without an account: your email address, your name if you gave it, and how and when you agreed to hear from us.

3. How we use it, and why

• to run your membership, take payments, apply discounts and record your purchases and rewards — because it is necessary for our contract with you;
• to keep the scheme secure, prevent fraud, understand how it is used and improve it — our legitimate interests;
• to send you marketing messages — only with your consent, which you can withdraw at any time (every marketing email has an unsubscribe link);
• to see whether our marketing emails are opened and their links used, so we send emails people want — our legitimate interests; you can switch this off in the app;
• to keep a record of bounced emails, spam reports and unsubscribes so we don't email you when we shouldn't — our legitimate interests and legal obligations;
• to ask how your visit or booking went and to read and reply to your feedback and public reviews — our legitimate interests in looking after our customers (after a till visit we only ask members who agreed to marketing, and you can tell us to stop asking at any time);
• to keep financial records and meet legal duties, including age-restricted sales — our legal obligations.

4. Who we share it with

We share information only with providers who help us run the scheme, under contracts that protect it:

• Square — payments, our tills, discounts and gift-card vouchers;
• our software platform provider — hosting and running the app;
• an AI service our software platform uses so our team can look up and analyse figures (for example, who our regular visitors are) and draft messages and replies for our team to check before anything is sent — it receives only what's needed, such as your first name and initial (contact details in your messages are hidden from it), works under contract and doesn't use your information to train its models;
• email and text message providers — sending messages to you;
• Apple or Google — only if you add your card to Apple Wallet or Google Wallet;
• review sites such as Google — our replies to public reviews are posted there, where anyone can see them;
• AI assistants our team chooses to connect to our account (for example ChatGPT or Claude) — so a team member can ask about our figures and prepare drafts. They see only what that team member is allowed to see, customers' names are shortened to first name and initial and contact details are hidden, and nothing is changed or sent until a person approves it in our app.

5. International transfers

Some providers may process information outside the UK. Where they do, we make sure appropriate safeguards are in place, such as the UK's approved contract clauses.

6. How long we keep it

We keep your account information while you are a member. If you delete your account, we remove or anonymise your personal details, but keep transaction and payment records for as long as the law requires (normally six years).

Records of the messages we send you, including email statistics and bounce or spam reports, are kept for six months. If you unsubscribe, or an email to you bounces for good or is reported as spam, we keep your email address on a do-not-email list so we don't email you again.

7. Your rights

You have the right to ask for a copy of your information (you can download it from the app), to correct it, to have it deleted, to restrict or object to how we use it, and to withdraw consent. To use these rights, email [email protected]. If you're unhappy with how we handle your information, you can complain to the Information Commissioner's Office (ico.org.uk).

8. Changes

We will update this notice when we change how we use your information, and tell you about significant changes.