Privacy notice
How Homeward uses your information.
Homeward is a trading name of Matchday Experience Limited (company no. 16710594). This notice explains how Homeward uses personal information submitted through this website and during the enquiry, booking and Homeward Profile process. For privacy questions, contact hello@homewardlondon.co.uk.
Last updated: 11 October 2026
What we collect
When you submit an enquiry, we may collect your name, email address, mobile number where provided, preferred contact method, postcode, travel dates, preferred package and the household information you choose to include in your message. If you proceed toward a booking, we may later ask for additional information that is necessary to plan the agreed service safely and accurately.
Why we use it and our lawful basis
We use enquiry information to assess availability and suitability, respond to you, discuss the service you have requested and take steps toward a potential booking. For these activities, we generally rely on the UK GDPR lawful basis of contract, including steps you ask us to take before entering into a contract. We may also use limited information where necessary for legitimate business interests such as protecting the website, preventing misuse, keeping appropriate records and improving our enquiry process.
Homeward Profile and sensitive information
Your Homeward Profile may include household preferences and, only where relevant to delivering the service safely, information such as food allergies or health-related product sensitivities. We ask you not to provide more sensitive information than is necessary. Where information is special-category health data, the Profile asks for a separate explicit consent so we can use it only to plan and deliver your booked Homeward service. You can withdraw that consent by contacting us, although this may affect our ability to carry out a requested service safely.
Permanent alarm codes, key-safe numbers and other highly sensitive access credentials should not be entered in the ordinary Homeward Profile. We arrange those separately using the access method agreed for your booking.
Form processing and service providers
The website uses Netlify to host the site and process form submissions on our behalf. Netlify is a US-based service provider and may process information outside the UK using the transfer safeguards described in its data-processing terms. We may also share relevant information with an approved service provider, delivery partner or professional adviser where this is necessary for a service you request, to protect our legal rights, or where the law requires it.
Website analytics and advertising measurement
We use optional website technologies only where you choose to allow them. Google Analytics helps us understand website use such as page visits, device/browser information, general traffic sources and successful enquiry journeys. We have disabled Google advertising signals and ad-personalisation signals in our Google Analytics configuration.
If you allow Marketing, we use the Meta Pixel and Meta Conversions API to measure visits and enquiry conversions connected with Facebook and Instagram advertising and to understand whether our advertising is effective. For a successful enquiry, Homeward may send Meta controlled matching information such as a cryptographically hashed version of your email address and, where provided, phone number, together with technical identifiers such as Meta browser/click IDs, IP address and browser user-agent. This information is sent only where Marketing consent was granted and is used for advertising measurement, attribution and matching.
We do not intentionally send Meta your free-text enquiry notes, travel dates, access instructions, alarm or key-safe details, Homeward Profile information, allergy or health information, or payment details. Meta tracking is not used on the Homeward Profile or secure reservation/payment pages.
Analytics and Marketing are separate choices and both remain off unless you allow them, except that an analytics choice you previously made may be retained for that same analytics purpose. We store your privacy choices on your device so the website can remember them. You can change either choice at any time using the button below.
Prize draws and promotions
If you enter a Homeward prize draw or promotion, we may process your social-media username, your entry and other information needed to administer the promotion. If you are selected as a winner, we may also request information reasonably necessary to verify eligibility and fulfil the prize, such as your age, London residency and contact details.
We use this information only to administer the promotion, prevent misuse, maintain appropriate records, provide the prize and verify or apply any entrant-only promotional benefit described in the promotion terms. We generally rely on our legitimate interests in running and safeguarding a fair promotion and, where relevant, on legal obligations that require us to keep or disclose appropriate records. We keep promotion records only for as long as reasonably necessary to administer the draw, deal with queries or challenges and evidence that the prize was awarded; winner booking records may be kept for longer where required for contractual, insurance, accounting or legal purposes.
Entering a Homeward prize draw does not automatically subscribe you to Homeward marketing, and we do not treat prize-draw entry as consent for unrelated direct marketing.
For current promotion-specific rules, please see the terms published for that promotion. The current Soft Landing Prize Draw Terms & Conditions explain how that draw is administered.
How long we keep it
We keep enquiry information only for as long as reasonably needed to respond, manage enquiries and bookings and maintain appropriate business records. If an enquiry does not proceed, we will periodically delete information that is no longer needed. If you become a customer, some booking and transaction records may need to be kept for longer for contractual, accounting, insurance or legal reasons.
Your rights
Depending on the circumstances, UK data-protection law may give you rights of access, correction, erasure, restriction, portability and objection in relation to your personal information. To exercise a right or ask a privacy question, email hello@homewardlondon.co.uk.
Your right to object: where we rely on legitimate interests, you can object to that use of your information. We will consider your request in line with applicable data-protection law.
Complaints
If you are unhappy with how we use your information, please contact us first so we can try to resolve the issue. You also have the right to complain to the UK Information Commissioner’s Office (ICO).
Changes to this notice
We may update this notice as the service develops, particularly if we introduce new service providers, analytics or additional ways of collecting personal information. The latest version will always be published on this page.