1. Who is responsible for your information
Wanderhouse is a trading name of Keene Development Limited, company number 10048458, registered in England and Wales. Our registered office is C/O Aardvark Accounting, 1 Cedar Office Park, Cobham Road, Wimborne, England, BH21 7SB. Contact hello@wanderhouse.co.uk for privacy questions or requests.
We are the controller for information we use to run our website, respond to enquiries, manage our customer relationships and operate our own public demonstration. This policy covers those activities and explains relevant handling of property capture and viewing information.
A business commissioning a private property experience may have separate responsibilities for personal information it supplies or asks us to process. Where we process that information on its instructions, the agreed data processing terms apply and its own privacy information may also be relevant. We will explain who handles a request rather than assume one arrangement applies to every project.
2. Enquiries and project administration
When you contact us, we receive the information you provide, such as your name, email address, business name, telephone number, enquiry choice and message. Our website enquiry form sends the enquiry to hello@wanderhouse.co.uk. Enquiries are retained in our email system, not a separate website enquiry database.
For a project, we also use the information needed to prepare a quotation and deliver the work, including the property address, agreed areas, access arrangements, client and representative details, instructions, invoice information and correspondence. Information may come from you or an authorised agent, owner, occupier or other project contact.
Sending an enquiry does not subscribe you to a mailing list. We use it to respond and discuss or administer your project. Any future optional marketing signup will be separate.
3. Property captures
Property captures and supplied materials can contain information about people, including visible photographs, documents or personal possessions. We ask the client to arrange appropriate access and permissions, prepare the space and identify areas or items that should remain private.
We agree whether an experience is publicly available or shared with a restricted audience. We seek separate written permission before using a client property in Wanderhouse’s own marketing or public portfolio. That permission does not remove our obligations towards other identifiable people.
4. The public experience and viewing information
You do not need to create an account or provide your name or email address to explore the public Bloom Cottage demonstration. The public demo is not designed to create named visitor profiles.
Operating a website or viewer involves processing technical information such as an IP address, browser and device details and connection or session information. When you consent to Google Analytics, it also receives website usage information and may use browser identifiers. This is different from asking you to identify yourself.
Where Wanderhouse Insights is supplied, it provides information about engagement with the relevant captured property. We do not provide clients with named profiles of public demo visitors.
Some public demonstration links include a reference code so we can count visits made through that link. This does not require you to register or provide your name. As with other website requests, technical information may be processed when you follow the link. Link counting is separate from your choice about Google Analytics.
5. Using Wanderhouse Ask
When you use Ask, your question and the relevant property information needed to answer it are processed using OpenAI. Information you choose to type may itself contain personal data, so please avoid including personal, confidential or sensitive information in your questions.
We do not use your Ask questions or client property content to train public AI models, and we do not opt in to sharing that content with OpenAI for model training.
We use OpenAI under its standard API data controls. OpenAI may retain content in abuse monitoring logs for up to 30 days, with longer retention in specified legal or safety circumstances. Additional storage can depend on the API features and settings used. We do not claim that Ask operates under an approved Zero Data Retention arrangement.
Ask is an assistance tool, not a professional adviser or a system that decides whether someone may buy, rent or book a property. Check answers that are important to a purchase, booking, alteration or order.
6. Why we use personal information
We use enquiry and project information to respond, arrange calls, prepare quotations and deliver agreed services. Where you are personally entering a contract with us, our basis is taking requested steps before that contract or performing it. For representatives of business customers and general business enquiries, we rely on our legitimate interest in communicating and managing the relationship.
We rely on our legitimate interests in operating, securing and improving the service for necessary technical processing and providing the public demonstration, including responding to a requested Ask question. Where consent is needed for analytics cookies or other optional tracking, we seek that consent rather than treat it as necessary for the service.
We process relevant financial and business records to meet applicable legal obligations. Where property materials contain personal information, we establish the purpose and appropriate basis for that project, and honour agreed public or private sharing arrangements. A client’s contract alone does not establish a lawful basis for all information about an occupier or other person.
7. Service providers and other recipients
Cloudflare provides our principal website and property platform hosting, storage and associated delivery or security services. AWS supplies temporary compute in its London region; it is not our permanent project store. OpenAI processes Ask requests. Google Workspace provides email. Google Analytics provides limited cookieless measurement when you choose only necessary storage, fuller measurement when you allow analytics cookies, and no measurement when you turn analytics off.
The website also loads its Newsreader and Inter typefaces from Google Fonts. Your browser contacts Google’s font servers to display them. This is separate from Google Analytics.
Maria and Joe handle enquiries and projects. Access by suppliers is limited by the relevant service arrangements. We may need to disclose necessary information to professional advisers, payment and banking services, or authorities for administration or a legal obligation. This does not mean they receive your Ask conversations or property files as a matter of course.
We do not sell personal information. Clients only receive engagement or project information relevant to their own service, within the arrangements explained for that project.
8. International processing
Cloudflare is used with its default location arrangements, without a confirmed restriction keeping all data in the UK. Our temporary AWS compute is located in London. Our providers, including Cloudflare, OpenAI and Google, may process information outside the UK. The London compute region is not a promise that all supplier processing takes place in the UK.
Where personal information is transferred internationally, we must use an applicable adequacy arrangement or other valid safeguards. You may contact hello@wanderhouse.co.uk for information about the safeguards and how to obtain a copy.
9. How long information is kept
For enquiries that do not become projects, our policy is to delete the correspondence 12 months after the last meaningful contact, unless a specific continuing need justifies keeping particular information for longer. A resulting client relationship, unresolved complaint or legal obligation may require relevant records to be kept on a different basis.
We retain necessary contractual and financial records for applicable accounting, tax and legal requirements or a genuine ongoing dispute. This does not require retaining every message or every property file for the same period.
Your quotation specifies the hosted access period for a client project. When it ends without renewal, access is disabled. Our standard policy is to retain the underlying project files for 90 days after hosting ends to allow reinstatement, then delete them unless an extension or another justified retention arrangement has been agreed. This does not guarantee that a project will remain recoverable indefinitely. The right to continue using paid marketing deliverables is separate from hosted access.
For routine application and technical logs under our configurable control, our retention policy is up to 30 days. Records needed for a specific security incident may be kept separately while the incident and any resulting obligations are addressed. Supplier operated logs may follow different limits, which must be accounted for separately.
Our agreed Google Analytics setting is two months for detailed user and event data, without resetting that period when a user returns. This setting does not govern standard aggregated reports and is separate from how long analytics cookies remain in a browser.
We remove information from active systems when it is no longer needed or an applicable deletion request requires it. Protected backups may retain copies until their scheduled expiry; those copies must remain beyond normal use and any applicable deletion must be reapplied if a backup is restored. Ask provider retention is described in section 5.
10. Your choices and rights
Where we rely on consent, you can withdraw it at any time without affecting processing that was lawful before withdrawal. Use the website’s cookie settings for analytics choices, or contact us for other requests.
Depending on the circumstances, you may ask for access to your personal information, correction, deletion, restriction of use or a portable copy. We may need enough information to verify a request and locate relevant records. Some records may have to be retained to comply with the law or address legal claims.
Your right to object
You can object to processing based on legitimate interests, and you can object to direct marketing at any time. Contact hello@wanderhouse.co.uk. We will assess the request under the applicable data protection rules.
11. Questions, complaints and updates
Please contact hello@wanderhouse.co.uk with a privacy question or complaint. You may also complain directly to the Information Commissioner’s Office, the UK data protection regulator; you do not have to contact us first. You can use the ICO complaints service.
We may update this policy as the service changes and will show the effective date. Material new uses of personal information will be explained before they begin, with any required choices or permissions.