Privacy Policy

Last updated: 6 October 2026

1. Who we are

We run padel courts in Hull and Cleethorpes. In this policy, "we", "us" and "our" mean:

East Coast Padel Ltd (company number 16213390), which runs our Hull site, and

East Coast Padel Cleethorpes Ltd (company number 16976814), which runs our Cleethorpes site.

Our registered address is 66 Bond Street, Hull, England, HU1 3EN.

Each company is the "data controller" for the personal information described in this policy for its own site. We share this one policy, and you can contact either company through the same address below.

If you have any questions about this policy, or want to use your rights, email info@eastcoastpadel.co.uk.

2. WhatsApp enquiries

When you message our WhatsApp number, an automated menu answers common questions (opening times and access, racket rental and balls, booking, leagues and community, and parking) and passes your chat to a member of our team if you ask to speak to someone. Our team can also reply to you directly in the WhatsApp Business app.

What we collect

Your WhatsApp phone number and profile name (if shown).

The messages you send us, including any photos, voice notes or other files.

The options you tap in the menu and when you messaged us.

A record of which stage of the menu your chat has reached, so the automated replies work correctly.

Why we use it, and our legal basis We use this information to answer your enquiry, run the automated menu, pass you to our team, and keep the service working. Our legal basis is legitimate interests: it is in our interests and yours that enquiries are answered quickly, and we think this is what people reasonably expect when they message a business.

How long we keep it

Automated chat records and menu stage records are deleted after 90 days.

Technical records of failed or rejected messages (IDs and error codes only, never message content) are also deleted after 90 days.

Messages that our team send and receive in the WhatsApp Business app stay in the app until we delete them, and are deleted within 90 days of the end of the conversation unless we need them for a booking, complaint or dispute.

We do not use WhatsApp messages for marketing.

3. Facebook Messenger and Instagram messages

When you message our Facebook Pages (East Coast Padel Hull and East Coast Padel Cleethorpes) or our Instagram account, the same automated menu answers common questions and passes you to a member of our team if you ask. Our team can also reply to you directly from the Page or account inbox.

What we collect

Your Facebook or Instagram user ID. This is a number Meta gives us for that Page or account. It is not your profile, and we do not receive your phone number, email address or other profile details from Meta unless you tell us them in the chat.

The messages you send us, including any photos or files.

The options you tap in the menu and when you messaged us.

A record of which stage of the menu your chat has reached.

Why we use it, and our legal basis To answer your enquiry and run the automated menu. Our legal basis is legitimate interests, as for WhatsApp.

How long we keep it Automated records are deleted after 90 days. Messages in the Page or account inbox are deleted within 90 days of the end of the conversation unless we need them for a booking, complaint or dispute.

We do not use Messenger or Instagram messages for marketing.

4. Bookings, leagues, tournaments and coaching

You book courts, leagues, tournaments and many coaching and community sessions through Playtomic. When you create an account or book, Playtomic collects and uses your details (such as your name, email address, phone number, date of birth and address) under its own privacy policy: https://playtomic.com/privacy-policy. We receive details of your booking so that we can run sessions, let you in to our sites and deal with your enquiries. We keep players' account details, including those of children, in Playtomic and do not keep a separate copy ourselves.

Legal basis: performing our contract with you (your booking), and our legitimate interests in running our courts safely. How long: Playtomic keeps your account details under its own policy. Messages we exchange with you about a booking are kept for 90 days after the booking, unless we need them for a complaint or dispute.

5. Marketing

If you subscribe to our marketing mailing lists, either through Playtomic or on our website, we use your name and email address to send you news, offers and information about our sites, sessions, leagues and events. Our legal basis is your consent. If you subscribe through Playtomic, Playtomic shares your contact details with us for this purpose.

You can unsubscribe at any time using the link in every marketing email, or by emailing info@eastcoastpadel.co.uk. We will then stop sending you marketing, and we keep only the minimum record needed to make sure we do not contact you again. We do not send marketing messages through WhatsApp, Messenger or Instagram chats.

6. Our website and cookies

Our website uses cookies. Cookies that are strictly necessary make the website work and are always on. We only set other cookies, such as those that help us understand how the website is used, if you accept them in our cookie banner. You can change your choice at any time using the cookie settings on our website, or through your browser settings.

7. Other information we may hold

Emails and phone calls. If you email or phone us, we keep your message and our reply to deal with your request. Our legal basis is legitimate interests. We delete them after 90 days, unless we need them for a booking, complaint or dispute.

CCTV. We use CCTV at our sites for the security and safety of customers and staff. Our legal basis is legitimate interests. Signs show where it is in use. Footage is deleted after 90 days, unless we need to keep it for an incident, an insurance claim or a request from the police or another authority.

Accident and injury records. If someone is injured at one of our sites, we record what happened in an accident register. This can include health information, which is "special category" data. We keep it to meet our legal duties, to deal with insurance, and to establish, bring or defend legal claims, and to help keep our sites safe. Our legal basis is legal obligation and our legitimate interests in protecting ourselves against claims. For health information we also rely on the condition that processing is necessary for the establishment, exercise or defence of legal claims. We keep these records for as long as the law and our insurers require, which is normally at least three years from the date of the accident, and for children until they reach the age of 21.

8. Children

Padel is for all ages, and we run sessions for juniors. Parents or guardians usually book for children, and children's account details are held in Playtomic, as described above. WhatsApp, Facebook and Instagram require users to be at least 13 (or older in some countries), and we do not knowingly collect children's information through them. If a child's chat or accident record is created, the same retention rules in this policy apply, with the longer period for accident records in section 7.

9. Automated replies

The menu in WhatsApp, Messenger and Instagram is automated, but it only gives general information and passes you to a person if you ask. We do not make decisions that have a legal or similarly significant effect on you using only automated means.

10. Who handles your information

We do not sell your personal information. We share it only with the following, with others where the law requires, or to protect our rights or safety.

Organisations that handle it on our behalf

Cloudflare hosts the system that runs our automated menu and stores the chat records described above.

Dualhook connects our WhatsApp Business number to that system. It does not receive or store the content of your messages.

Organisations that use your information for their own purposes, under their own privacy policies

Meta (WhatsApp, Facebook and Instagram) carries your messages. WhatsApp: https://www.whatsapp.com/legal/privacy-policy, Facebook: https://www.facebook.com/privacy/policy, Instagram: https://help.instagram.com/519522125107875.

Playtomic handles your booking account, as described in section 4.

Our staff can see your messages and details only where they need to in order to help you.

11. Sending information outside the UK

Meta and Cloudflare may process information outside the UK, including in the United States. Where they do, they rely on approved safeguards such as the UK International Data Transfer Agreement or Addendum, or another lawful way of transferring data, so your information remains protected.

12. Keeping your information safe

Information is encrypted when it is sent to and from our systems, access is limited to the people who need it, and the keys that control our systems are stored securely. No system is completely secure, so if we ever have a breach that puts your rights at risk we will tell you and the Information Commissioner's Office as the law requires.

13. Your rights

You have the right to:

ask for a copy of the personal information we hold about you

ask us to correct it or delete it

ask us to restrict how we use it

object to us using it on the basis of legitimate interests

object at any time to direct marketing

ask for it in a portable format, where that applies

withdraw your consent at any time, where we rely on it (for example for marketing emails)

To use any of these rights, email info@eastcoastpadel.co.uk. We will normally reply within one month. If you are unhappy with how we have handled your information, please tell us first. You also have the right to complain to the Information Commissioner's Office: https://ico.org.uk/make-a-complaint or 0303 123 1113.

14. How to delete your messages {#delete-your-data}

To have the records we hold from your WhatsApp, Messenger or Instagram chats deleted:

Email info@eastcoastpadel.co.uk from any address.

Tell us the WhatsApp number, or the Facebook or Instagram account name, that you used, and roughly when you messaged us.

Say that you want your chat records deleted.

We will confirm within one month, and we may ask you to confirm who you are first. Automated records are also deleted automatically after 90 days. Messages inside WhatsApp, Facebook or Instagram themselves are held by Meta, and you can delete them in those apps.

15. Changes to this policy

We will update this policy when how we use your information changes, and we will change the "Last updated" date at the top. Please check it from time to time.