Privacy Policy

Pilgrim Stays UK is a trading name of Twelve Pilgrims Travel Ltd, a company registered in England and Wales (registered office: Suite 1, 8 The Bridge, Chippenham, Wiltshire, SN15 1FY, UK).

Twelve Pilgrims Travel Ltd is the data controller responsible for your personal data when you use the Pilgrim Stays UK platform. If you have any question about this Privacy Policy or how we handle your data, contact us at info@twelvepilgrims.co.uk or write to the address above.

When you make a booking request we collect: your name, email address, phone number, the number of guests, your chosen dates and rooms, and any special requests you choose to share (for example accessibility, dietary, or mobility needs).

When you pay through the platform, payment is processed by Stripe. We do not store your full card details — Stripe does. We retain the booking reference, payment status, and amounts for our records.

If you create an account (for example as a host), we also hold your login email and any profile details you provide. Hosts submitting compliance documentation provide company, insurance, and safety records as described in the host terms.

We use your booking details to process your request, confirm your stay with the host, send you booking and travel emails, handle amendments and refunds, and provide customer support. Our legal basis is performance of the contract with you and, where relevant, our legitimate interests in running the platform.

We share your name, contact details, booking dates, guest numbers, and any special requests with the accommodation host so they can prepare for and fulfil your stay. This is necessary to perform the contract you entered into when booking.

For integrated listings where the host uses a property management system (PMS) such as NOBEDS or Beds24, your booking details — name, email, phone, dates, room and guest count — are also passed to that system so the host's calendar and inventory stay accurate and the booking is recorded in their own management software. These providers act as processors on the host's behalf; each has its own privacy and security practices.

We share payment data with Stripe as our payment processor. We use email and cloud hosting providers to deliver messages and store records. We do not sell your personal data to third parties for marketing.

Pilgrim Stays UK acts as an agent on behalf of the host, not as a principal. The accommodation contract is between you and the host. We process your payment on the host's behalf and account for UK VAT only on the commission we earn — not on the full room amount, which remains the host's supply to account for.

We keep booking records for as long as needed to provide the service and for the longer of: the period required by UK tax and accounting law (typically six years), and any period needed to handle complaints, disputes, or legal claims. Compliance documents submitted by hosts are retained for the duration of the host relationship and afterwards as required by law.

Your data is processed mainly in the United Kingdom. Some of our processors (for example cloud and email providers) may transfer data outside the UK. Where this happens, we rely on appropriate safeguards such as UK International Data Transfer Agreements or the provider's approved transfer mechanisms, and only share the minimum data necessary.

We use reasonable technical and organisational measures to protect your data, including access controls, encryption in transit, and secure processor relationships. No system is completely secure, but we work to keep your data safe and only allow access to staff who need it to run the platform.

You have the right to access the personal data we hold about you, to have it corrected if it is inaccurate, and in some cases to have it erased or to restrict its processing. You also have the right to data portability and to object to certain processing. To exercise any of these rights, contact us at info@twelvepilgrims.co.uk.

If you are unhappy with how we have handled your data, you have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk.

We may update this Privacy Policy from time to time. The "last updated" date at the top of this page will reflect the most recent version. Continued use of the platform after a change means you accept the updated policy.