Privacy Policy

Privacy Policy

1. What this privacy policy covers
THWG (Thrigby Hall Wildlife Gardens) is committed to protecting your privacy in accordance with our obligations under data protection legislation. Current data protection law is found in the General Data Protection Regulation (as supplemented by the Data Protection Act 2018) and related law such as The Privacy and Electronic Communications (EC Directive) Regulations 2003.
This privacy policy explains what information THWG collects about you and how it will be used.
THWG promises to respect any personal data you share with us, or that we get from other organisations and keep it safe. We aim to be clear when we collect your data and not do anything you wouldn’t reasonably expect.
If you have any queries regarding this privacy policy please contact the Zoological Director, Thrigby Hall Wildlife Gardens, Filby Road, Thrigby, Norfolk. NR29 3DR

2. Where and how we collect your information
We collect information in the following ways.
Information you give us
For example, when you make a purchase with us for animal adoptions, Zoo tickets or animal experiences, we will ask you for your personal information in order to for us to process your purchase. This information is likely to include contact information and payment information.
Information collected automatically through our website

In this privacy policy, where we talk about websites we are referring to websites owned by THWG, including, but not limited to:
We use ‘cookies’ to enhance your experience on our website. Cookies mean that the THWG website will remember you for a particular purpose and for a particular length of time.
A cookie is a small text file that’s stored on your computer or mobile device when you visit a website.
Cookies perform several functions, such as remembering who you are on a particular site (your welcome message), to keeping you logged in to your account screen on an ecommerce site (however, you should always log out if you are using a public computer). Advertising agencies also use cookies to find out if they have served you an advert from a particular brand on a site, or if you have seen a particular advert before. Website owners will use cookies to follow which pages that you’ve read so that they can see what parts of the site are popular or not. In short, cookies are a way of providing statistics on site visits as well as some limited functionality that makes your site visit easier. When used properly cookies are an asset to a site visitor and a site owner. Most internet browsers automatically accept cookies but you can delete existing cookies from your browser and, by editing your internet browser options, choose not to receive cookies in future.
Please note that if you opt to disable some or all cookies, we are unable to guarantee that our websites will operate.
When you’re accessing our website and apps, your device may provide us with information about the device you’re using, this could include the type of device, what operating system you’re using and may report any details of a website or app crash. Your device manufacturer or operating system provider will be able to provide you with more details about the information your device makes available to us.
Google Analytics
We use Google Analytics to help us understand how visitors are using and engaging with our website and apps. This allows us to make improvements to our web services and your online experience.
The Google Analytics tracking tool uses a number of cookies to collect information and report website usage statistics and does so without personally identifying individual visitors to Google or THWG.
The information generated by the cookie about your use of THWG’s website will be transmitted and stored by Google on servers in the United States.
For more information about Google’s privacy policy in regards to Google Analytics, please see
THWG will not merge personally-identifiable information with anonymous information gathered from these analytics systems unless there is prior notice and affirmative consent via opt-in from the user. When using any of these tracking tools THWG does not identify users or facilitate the merging of personally identifiable information with non-personally identifiable information collected.
If you wish to opt-out of Google Analytics tracking please visit and install the Google Analytics Opt-out Browser Add-on here:
THWG also uses other third-party tracking tools to inform THWG about how visitors use our websites so that we can improve the user experience across our digital platforms.

3. What information do we collect and how do we use it?
The type of personal information we will collect about you will depend on the purpose of collecting the information.

3.1 Supporters
If you support us by visiting our Zoo, becoming a season ticket holder, purchasing something online, making a donation or registering for an event we will collect the following information about you
• Name
• Email address (if applicable)
• Address (if applicable)
• Postcode (if applicable)
• Your bank and credit card details (if applicable)
• Date of birth (if applicable)
We will only keep this information for as long as necessary to fulfil the purposes we collected it for. At the end of that retention period, your data will either be deleted completely or anonymised.
When you provide us with your personal data we will use this for the following reasons.
• Provide you with the products or services you have requested- such as sending you your Zoo tickets or adoption certificate.
• Process your donation

3.2 Third parties
THWG will not sell your data. We will not share your data for marketing purposes. However, in some circumstances we may need to share your details with a third party for processing. This could be if we run an event in partnership with another organisation and they need your details in order to fulfil your tickets or experience. We may also use a third party to process your personal details if we need to send your data to a mailing house in order to fulfil a postal mailing to you, this could include sending you a letter about your membership. We currently use MailChimp to send out emails to our Supporters: please note that your personal data will be treated in accordance with this privacy policy as well as that of MailChimp which can be found here. Similarly, MailChimp may place and use cookies in accordance with its cookie policy.
3.3 Your choice:
You always have a choice as to whether and how you want to receive communications about our work, products and services and ways you can get involved. If you do not want us to use your contact details to contact you in the future you can opt out of this when we collect your details or at a later time.
If you ever want to change your contact preferences, or opt out of communications, you can do this by emailing
Alternatively, you can:
• opt out of our email marketing at any time by clicking the unsubscribe link at the bottom of any email from us; and
• opt out of text marketing by replying to the text with the message ‘STOP’
If you choose not to be contacted by us we will never send you personalised marketing communications, but we will keep your details on a ‘suppression list’ to ensure you aren’t contacted.

3.4 Legal basis for processing your personal data
In some circumstances we will collect and process your personal information using the legitimate interest legal processing basis.
Sometimes, we will need to process your data as it is part of a contract which you have entered into. For instance, if you have booked an event or animal experience with us, then we will need to contact you and take payment to enable us to provide the relevant services under the agreement with you.
However in most circumstances, we will rely on your consent when using your personal data. An example of this would be when we request your consent to receive marketing emails from THWG.

3.5 Retention
We hold your information for only as long as necessary for the purpose needed. ‘For only as long as necessary’ varies according to the nature of the information. For example, if you have purchased an item from our online store then we will remove your information as soon as the transaction, delivery and returns window are completed.

3.6 Job and volunteering application data
If you apply to work or volunteer at THWG, we will use the information you supply to us to process your application and to monitor recruitment statistics.
If you are unsuccessful in your application, we will keep your personal information for 12 months.

3.7 Image rights
When you’re on site in the Zoo your photograph may be taken. We will always ask for consent to photograph or video children
If you consent to having your photo taken and used for marketing or PR purposes, we will hold your name, image and age (if applicable) on file for future re-use.

4. How do we keep your personal information secure?
We always ensure that we have the necessary controls in place to protect the personal data you provide us with.
We carry out regular audits of who has access to data so that we can ensure that your information is only accessed by trained staff.

4.1 Your credit and debit card information
THWG makes every effort to maintain customer confidentiality when securing an online payment. This includes ensuring the security of your credit card details and other personal information. We don’t store your card details on any THWG system. All of your personal information is encrypted as it travels over the internet. When you make a booking, you enter a secure internet site (indicated by the letters https:// in the address bar and or a padlock displayed in your web browser). When you make a payment, you enter your card details directly into our payment provider’s secure web page. To protect you against credit card fraud (where someone has discovered your credit card details but do not have your card), you will be asked to enter the unique security code printed on the back of your payment card.
Creating a new Direct Debit mandate online requires your name, address, email address, and details of your bank account. This information is used to set up a regular Direct Debit payment with your bank and is retained by us securely in order to claim monthly or annual payments from your account as per your instructions. All transactions are covered by the Direct Debit Guarantee.
5. Your right to your personal information
Under the General Data Protection Regulation, you have the right to request a copy of the personal information we hold about you. You also have the right to request that we erase any personal information we hold, where THWG has no compelling reason to continue processing this data.
If you wish to request this information please contact or call 01493 369477.
6. Updates to this privacy policy
We may make changes to this Privacy policy. If we do make any significant changes to the way we collect and process your personal information we will make this clear on our website, or by contacting you directly.

7. Raising Queries or Concerns
If you have any questions, comments, or concerns about data protection at THWG please contact our Zoological Director on If you are not satisfied with the response you receive from us for any reason then you may wish to contact the Information Commissioner’s Office via

Last updated 15th April 2020