Privacy policy

Last updated: 22 August 2026

This Privacy Policy explains how Crown Lane Cellar collects, uses, stores and shares personal information when you visit www.crownlanecellar.com, purchase tickets, make an enquiry, request a reservation or private hire, subscribe to communications, attend our venue or otherwise interact with us.

Who we are

Crown Lane Cellar is the trading name of:

Legal business name: Crown Lane Cellar Ltd
Business type: LIMITED COMPANY
Company number, if applicable: 16861255
Registered or principal address: 18 Fisher Street (Townhouse), Carlisle, CA3 8RH
Trading address: Crown Lane Cellar, 18 Fisher Street, Carlisle, CA3 8RH
Email: info@crownlanecellar.com
Telephone: 01228 318013

For UK data-protection purposes, Crown Lane Cellar Ltd is the controller of the personal information described in this policy.

Information we collect

Depending on how you interact with us, we may collect:

Your name, email address, telephone number and postal address.
Booking, ticket and order information.
Payment and transaction information.
Details supplied in reservation, private-hire, performer or event enquiries.
Information about the events and services in which you are interested.
Your marketing preferences.
Correspondence and customer-service communications.
Reviews, survey responses or feedback you provide.
Technical information such as your IP address, browser, device, cookie identifiers and website activity.
Fraud-prevention and security information.
Accessibility, dietary or other requirements you choose to provide.
CCTV images if CCTV operates at our premises.
Photographs or recordings taken at events where appropriate notices have been provided.

Payment-card details are generally processed securely by Shopify and the relevant payment provider. Crown Lane Cellar does not ordinarily receive or retain complete card details.

Please do not provide sensitive personal information unless it is necessary for us to respond to your request.

How we collect information

We may receive personal information:

Directly from you when you place an order or buy a ticket.
When you complete a reservation, private-hire or contact form.
When you contact us by email, telephone, social media or in person.
When you subscribe to marketing communications.
Automatically through cookies and similar website technologies.
From Shopify, payment providers and other services used to operate our website.
From event organisers or booking partners where you have purchased or requested a service involving Crown Lane Cellar.
From publicly available sources where appropriate and lawful.

How we use your information

We may use personal information to:

Process ticket purchases, orders and payments.
Send booking confirmations, tickets and essential event information.
Administer reservations, private-hire enquiries and events.
Contact you about cancellations, rescheduling or important changes.
Provide customer service and respond to enquiries.
Process refunds and resolve disputes.
Prevent fraud, misuse and security incidents.
Operate, maintain and improve our website and services.
Understand website performance and customer interests.
Maintain appropriate business, tax and accounting records.
Meet licensing, safety and other legal obligations.
Send marketing where you have consented or where another lawful basis permits it.
Protect our customers, staff, premises and legal rights.

We will not use your information for an incompatible purpose without explaining that purpose and identifying an appropriate lawful basis.

Our lawful bases

Under UK data-protection law, we rely on one or more of the following lawful bases:

Contract: when processing is necessary to provide tickets, bookings, reservations or other services you have requested.

Legal obligation: when we must process information to meet tax, accounting, licensing, consumer-protection or other legal requirements.

Legitimate interests: when processing is reasonably necessary to operate and improve our business, prevent fraud, protect the venue, understand website use or respond to enquiries, provided those interests do not override your rights.

Consent: where you have given permission, including for certain marketing, cookies, photography or the use of special-category information. You may withdraw consent at any time.

Vital interests: in exceptional circumstances where processing is necessary to protect someone’s life or physical safety.

If you voluntarily provide health, accessibility or dietary information, we will use it only where necessary to assist you, protect health and safety, or where another lawful basis and condition permitted by law applies.

Marketing communications

We may send news, event announcements and offers where you have consented or where permitted by law.

You can unsubscribe at any time by:

Selecting the unsubscribe link in a marketing email.
Contacting us at info@crownlanecellar.com
Updating any preferences made available through our website.

Unsubscribing from marketing will not stop essential service messages about tickets, bookings, cancellations or other transactions.

Cookies and analytics

Our website uses cookies and similar technologies to operate the site, remember preferences, process transactions, understand website use and, where permitted, support advertising or marketing.

Non-essential cookies will be used in accordance with applicable consent requirements. You can manage available choices through our cookie banner or browser settings.

Disabling some cookies may affect how the website functions.

Shopify and other service providers

Our online store is hosted by Shopify. Shopify processes information required to provide the website, checkout, payment, security and related ecommerce services.

We may also share necessary information with trusted providers including:

Payment processors.
Email and communications providers.
Ticketing, booking and event-management providers.
Website hosting, analytics and technical-support providers.
Accountants, insurers, legal advisers and professional consultants.
Fraud-prevention, cybersecurity and identity-verification providers.
Delivery providers if we sell physical goods.
Event organisers where necessary to administer a jointly delivered event.

These organisations may act as processors under our instructions or as independent controllers with their own legal obligations.

We do not sell personal information in the ordinary meaning of selling customer lists for money.

For more information about Shopify’s processing, see Shopify’s Consumer Privacy Policy.

Legal disclosures

We may disclose personal information where reasonably necessary to:

Comply with a law, court order or lawful request.
Cooperate with police, regulators or other public authorities.
Establish, exercise or defend legal claims.
Prevent fraud or protect customers, staff, property or public safety.
Complete a business reorganisation, sale or transfer, subject to appropriate safeguards.

International transfers

Shopify and some other providers may process personal information outside the United Kingdom.

Where information is transferred internationally, we will rely on an appropriate legal safeguard where required, such as an adequacy regulation, approved contractual protections or another permitted transfer mechanism.

You can contact us for more information about the safeguards relevant to your information.

Data retention

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, including legal, accounting, tax, safety and dispute-resolution requirements.

Retention periods may vary according to the type of information. For example:

Order and financial records may be retained for the period required by tax and accounting law.
Booking and enquiry information will be retained while it is needed to administer the service and for an appropriate period afterwards.
Marketing information will be retained until you unsubscribe or we determine it is no longer required.
Security records and CCTV, if used, will ordinarily be retained for a limited period unless required for an incident, investigation or legal claim.
Records relevant to a complaint, dispute or legal claim may be retained until the matter and applicable limitation periods have concluded.

We securely delete or anonymise information when it is no longer required.

Security

We use reasonable administrative, organisational and technical measures designed to protect personal information against loss, misuse, unauthorised access, alteration or disclosure.

No internet or storage system is completely secure. You should protect your account details and contact us if you believe information connected with your booking or account has been compromised.

Children’s information

Our website and ticketing services are not intended to collect personal information directly from children who cannot lawfully provide it.

Where information about a child is necessary for a booking or event, it should normally be provided by a parent, guardian or responsible adult. Age restrictions may apply to particular events and to the purchase or consumption of alcohol.

Automated decision-making

We do not ordinarily make decisions producing legal or similarly significant effects about customers solely through automated processing.

Shopify, payment providers or fraud-prevention services may use automated tools to identify potentially fraudulent or unsafe transactions. Where applicable, their own privacy information provides further details.

Your rights

Depending on the circumstances, UK data-protection law gives you rights to:

Be informed about how your information is used.
Request access to your personal information.
Ask us to correct inaccurate or incomplete information.
Ask us to delete information in certain circumstances.
Ask us to restrict processing in certain circumstances.
Object to processing based on legitimate interests or direct marketing.
Receive certain information in a portable format.
Withdraw consent where processing relies on consent.
Raise concerns about certain automated decisions.
Complain to the Information Commissioner’s Office.

These rights are not absolute and legal exemptions may apply.

To exercise a right, contact [INSERT EMAIL]. We may need to confirm your identity before completing the request.

Complaints

Please contact us first if you have concerns about how we handle personal information:

Email: info@crownlanecellar.com
Telephone: 01228 318013
Address: Crown Lane Cellar, 18 Fisher Street, Carlisle, CA3 8RH

You also have the right to complain to the UK Information Commissioner’s Office:

Information Commissioner’s Office
Telephone: 0303 123 1113

Third-party websites

Our website may link to websites, social networks, ticket providers or services controlled by other organisations. Their privacy practices are governed by their own policies, and we are not responsible for those practices.

Changes to this policy

We may update this policy when our practices, services or legal obligations change. The updated version will be published on this page with a revised “Last updated” date.

Before publishing, confirm whether you actually use CCTV, event photography, email marketing, analytics and third-party ticketing. Delete any provision that does not reflect what Crown Lane Cellar genuinely does. The ICO requires privacy notices to describe actual processing, lawful bases, sharing and retention—not merely possible future activity. ICO privacy-notice guidance