COOKIE POLICY

Last updated: October 01, 2026

Vision 21 Cyfle Cymru (operating as V21, "we", "us", or "our") is committed to protecting your personal data and respecting your privacy. This Privacy Notice explains how we collect, use, store, and share your personal information under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 when you:

* Visit our website or interact with embedded store/booking forms or our secure internal organisation management platform
* Purchase merchandise, book event tickets, hire facilities/halls, set up direct debits, or make donations through our online or in-person channels (including Etsy, Zeffy, Eventbrite, Square, PayPal Giving Fund, GoCardless, Sage, and Meta/Facebook)
* Subscribe to our newsletters or updates via Mailchimp
* Engage with us on social media (Instagram, TikTok, Facebook) or contact us for support and charitable activities

Questions? If you have questions about this policy or how we handle your data, please contact us at dataprotection@v21.org.uk.

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1. WHAT PERSONAL INFORMATION WE COLLECT

We collect personal information that you provide directly to us or that we receive from our third-party accounting, checkout, ticketing, payment, fundraising, and communication partners.

A. Information You Disclose Directly to Us:
* Identification & Contact Data: Name, email address, telephone number, mailing address, billing address, and delivery address.
* Transaction & Invoicing Data: Details of products purchased, facility/hall hire bookings, invoicing records, event tickets booked, direct debits established, or donations made.
* Internal Database Records: Contact details, order and invoice history, event attendance, and supporter engagement records stored securely in our core organisation management platform.
* Communications & Preferences: Enquiries, booking requests, support messages, and marketing newsletter preferences.

B. Information Received from Third-Party Platforms & Embedded Tools:
When you interact with Vision 21 via third-party services or checkout forms embedded on our website, we receive order, payment, invoicing, donation, and subscriber details necessary to fulfil your request or record your support:
* Zeffy: Supporter name, email address, postal address, and donation/purchase/ticket details submitted via forms hosted on Zeffy or embedded on our website.
* Square: Buyer name, contact details, payment receipts, and itemised purchase history for in-person and online point-of-sale transactions.
* Sage: Invoicing details, customer/hirer contact information, payment receipts, and accounting transaction histories for facility hire, sales, and service billing.
* Etsy: Buyer name, shipping address, and order items.
* Eventbrite: Attendee name, email address, and ticket type/event registration details.
* GoCardless: Supporter name, email address, billing address, and mandate status for direct debit payments or recurring donations.
* PayPal Giving Fund: Donor name, email address, donation amount, and Gift Aid declaration status.
* Facebook & Instagram (Meta): Supporter name, email address, and donation/engagement details for contributions or enquiries made on our Meta pages.
* TikTok (ByteDance): Profile interaction details, campaign engagement data, and message enquiries sent via our official TikTok account.
* Mailchimp: Subscriber name, email address, opt-in consent records, and email engagement metrics (e.g., open and click-through rates).

Note on Financial & Payment Card Data: Credit/debit card numbers and bank account details are processed securely by our third-party payment gateways (Square, GoCardless, Etsy, Zeffy, Eventbrite, PayPal). Vision 21 does not collect or store full payment card numbers or bank credentials on our servers.

C. Sensitive Personal Data:
We do not collect or process sensitive ("special category") personal data through our standard shop, facility hire, ticketing, or donation services.

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2. HOW AND WHY WE PROCESS YOUR INFORMATION

Under UK GDPR, we must have a lawful legal basis to process your personal data. We process your data for the following purposes:

* Invoicing & Facility Hire (Performance of a Contract): To generate invoices and process transactions via Sage for hall/facility hire, sales, and booked services.
* Order Fulfilment & Service Delivery (Performance of a Contract): To process purchases via Square, Etsy, or embedded Zeffy checkout forms, ship physical goods, issue event tickets, process GoCardless direct debits, and handle returns or exchanges.
* Secure Data Management (Legitimate Interests): To maintain accurate central records of customer orders, hirers, supporters, event attendees, and donations in our secure organisation management platform.
* Donation Processing & Gift Aid (Legitimate Interests / Legal Obligation): To process charitable contributions from Zeffy, GoCardless, PayPal Giving Fund, Square, and Facebook/Instagram, and to maintain financial accounting records.
* Email Communications & Newsletters (Consent): To send newsletters, campaign updates, and marketing emails via Mailchimp where you have opted in. You can unsubscribe at any time using the link in any email.
* Social Media & Audience Engagement (Legitimate Interests / Consent): To communicate with supporters on Instagram, TikTok, and Facebook, respond to messages, and analyse engagement with our social content.
* Customer Support (Legitimate Interests): To respond to your questions, booking enquiries, or order support requests.
* Administrative Communications (Contract / Legal Obligation): To send invoices, transaction receipts, order updates, direct debit notifications, or essential information regarding booking changes.
* Fraud Prevention & Legal Compliance (Legal Obligation): To maintain account security, prevent fraudulent transactions, and meet statutory accounting, audit, or tax reporting duties.

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3. WHEN AND WITH WHOM WE SHARE YOUR DATA

We do not sell your personal information. We share data only with service providers, platform partners, and secure cloud infrastructure hosting our database necessary to run our operations:

* Accounting, E-Commerce, Point-of-Sale & Payment Processors: Sage (invoicing & accounting), Square (in-person & web payments), Eventbrite (ticketing), Etsy (online store), Zeffy (donations, shop forms & embedded website checkouts), GoCardless (direct debit payments), and PayPal Giving Fund (donations).
* Database & Cloud Infrastructure Hosts: Secure UK/EU-compliant cloud server providers hosting our internal organisation management platform.
* Social Media Platforms: Meta (Facebook & Instagram) and ByteDance (TikTok) where you interact with our official accounts, social fundraising campaigns, or embedded content.
* Email & Communications Providers: Mailchimp (Intuit), which hosts our email subscriber databases and sends automated mailing campaigns.
* Shipping & Logistics Services: Postal carriers and couriers used to deliver physical goods to your shipping address.
* Legal & Regulatory Authorities: HM Revenue & Customs (HMRC) for tax and Gift Aid claims, auditors, or other regulatory bodies where required by law.

International Data Transfers:
When data is transferred outside the UK (for example, to Mailchimp, Meta, TikTok, Square, or Sage cloud servers internationally), we ensure appropriate UK GDPR safeguards are in place, such as Standard Contractual Clauses (SCCs) or International Data Transfer Agreements (IDTAs).

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4. COOKIES AND TRACKING TECHNOLOGIES

Our website, embedded Zeffy forms, social media pages (Facebook, Instagram, TikTok), and Mailchimp emails use cookies, web beacons, tracking pixels, and similar technologies to ensure basic site functionality, analyse visitor traffic, and monitor campaign performance. You can adjust your browser or social media privacy settings to decline non-essential cookies and tracking. For full details, please refer to our Cookie Policy.

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5. DATA RETENTION & SECURITY

* Retention: We retain your personal data only as long as necessary to fulfil the purposes outlined in this notice, including satisfying tax, accounting, and legal requirements (typically 6 years following the end of the tax year for statutory financial and accounting records in the UK, including invoices in Sage).
* Security: We maintain appropriate physical, organisational, and technical safeguards—including restricted access controls and data encryption on our internal database platform and Sage cloud accounting system—designed to protect your personal data against unauthorised access, loss, or misuse.

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6. YOUR PRIVACY RIGHTS UNDER UK GDPR

As a UK resident, you have specific rights regarding your personal data:

* Right to Access: Request a copy of the personal information we hold about you in our central database, Sage accounting records, or third-party systems.
* Right to Rectification: Request correction of inaccurate or incomplete personal data.
* Right to Erasure ("Right to be Forgotten"): Request deletion of your personal data where there is no legal requirement for us to keep it (note that financial invoice records in Sage must be retained for legal tax compliance).
* Right to Restrict or Object: Request that we limit or stop processing your personal data under certain conditions.
* Right to Withdraw Consent: Where processing relies on consent (such as Mailchimp newsletters or social tracking), you may withdraw consent at any time.

To exercise any of these rights, please email us at dataprotection@v21.org.uk.

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7. HOW TO COMPLAIN

If you have concerns about our data handling, please contact us first so we can resolve the issue:
Email: dataprotection@v21.org.uk

If you remain dissatisfied, you have the right to lodge a complaint with the UK data protection regulator:
Information Commissioner’s Office (ICO)
Website: https://ico.org.uk/make-a-complaint
Helpline: 0303 123 1113
Post: Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

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8. CONTACT US

For any questions regarding this Privacy Notice or your personal data, please contact our Data Protection Officer:

Vision 21 Cyfle Cymru
Unit 10-12 Fieldway
Heath, Cardiff CF14 4HY
Wales, UK

Email: dataprotection@v21.org.uk
Phone: 029 20621194

Last updated: October 01, 2026

Welcome to v21.org.uk. This website is owned and operated by Vision 21 Cyfle Cymru (also operating as V21, "we", "us", or "our"), a registered charity in England & Wales (Charity No. 700096) and a company limited by guarantee (Company No. 02293427).

By accessing or browsing this website, you agree to comply with and be bound by the following Terms and Conditions. If you do not agree with these terms, please do not use our website.

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1. USE OF THE WEBSITE

* Eligibility: This website is provided for informational, educational, shop, venue booking, and charitable fundraising purposes.
* Acceptable Use: You agree to use this site only for lawful purposes and in a manner that does not infringe the rights of, or restrict or inhibit the use and enjoyment of this site by, any third party.
* Prohibited Conduct: You must not misuse this site by knowingly introducing viruses, malware, or other technologically harmful material, or by attempting unauthorised access to our site, server, or database platform.

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2. INTELLECTUAL PROPERTY & MEDIA RIGHTS

* Copyright & Ownership: All content on v21.org.uk—including text, graphics, logos, images, artwork, photography, audio clips, videos, downloadable documents, and website design—is the property of Vision 21 Cyfle Cymru or its content suppliers and is protected by UK and international copyright laws.
* Permitted Personal Use: You may print or download extracts of website pages for your own personal, non-commercial reference, or to share within your organisation to support Vision 21's charitable work.
* Restrictions: You must not modify, reproduce, distribute, republish, or commercially exploit any material from this website (including artwork or media featuring our project participants) without prior written consent from Vision 21 Cyfle Cymru.

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3. THIRD-PARTY PLATFORMS & EMBEDDED CONTENT

Our website integrates with and links to external platforms to provide checkout, ticketing, direct debit, and media services (including Zeffy, Eventbrite, Square, Etsy, GoCardless, PayPal Giving Fund, Mailchimp, Facebook, Instagram, and TikTok).

* Embedded Tools: Transactions or form submissions completed via embedded tools (such as embedded Zeffy shop/ticket forms) are governed by both these terms and the terms of service of the respective third-party provider.
* External Links: Links to third-party websites or platforms are provided for your convenience. Vision 21 has no control over the content, security, or availability of external sites and accepts no responsibility or liability for them.

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4. ACCURACY OF INFORMATION & DISCLAIMERS

* Content Updates: While we strive to ensure that information on v21.org.uk (including event listings, venue hire details, prices, and opening times) is accurate and up to date, we make no guarantees, warranties, or representations that the content is error-free or complete.
* "As-Is" Provision: The website and its contents are provided on an "as-is" and "as-available" basis without any warranties of any kind, express or implied.
* Availability: We do not guarantee that access to v21.org.uk will be uninterrupted, timely, or error-free.

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5. LIMITATION OF LIABILITY

To the fullest extent permitted by UK law:
* Vision 21 Cyfle Cymru, its trustees, employees, and volunteers shall not be liable for any direct, indirect, incidental, or consequential loss or damage arising out of or in connection with your use of, or inability to use, this website or reliance on any information provided on it.
* Nothing in these terms excludes or limits our liability for death or personal injury arising from our negligence, fraudulent misrepresentation, or any other liability that cannot be excluded or limited by law.

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6. PRIVACY & DATA PROTECTION

Your use of our website and embedded checkout/booking forms is also governed by our Privacy Notice and Cookie Policy, which explain how we collect, process, and protect your personal data under UK GDPR.

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7. E-COMMERCE & VENUE HIRE TERMS

Purchases of goods, workshop tickets, direct debit setups, and facility hire booked through or linked from this website are subject to our specific Return & Refund Policy and Venue & Hall Hire Terms & Conditions.

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8. CHANGES TO THESE TERMS

We reserve the right to revise or update these Terms and Conditions at any time without prior notice. Changes will take effect immediately upon being posted to this page. Your continued use of v21.org.uk following any updates signifies your acceptance of the revised terms.

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9. GOVERNING LAW & JURISDICTION

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any legal disputes or claims arising out of or in connection with the use of this website shall be subject to the exclusive jurisdiction of the courts of England and Wales.

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10. CONTACT INFORMATION

If you have any questions regarding these Website Terms & Conditions, please contact us:

Vision 21 Cyfle Cymru
Unit 10-12 Fieldway
Heath, Cardiff CF14 4HY
Wales, UK

Email: admin@v21.org.uk
Phone: 029 20621194

RETURN & REFUND POLICY

Last updated: October 01, 2026

Thank you for supporting Vision 21 Cyfle Cymru. We hope you are delighted with your purchase or event booking. However, if you are not completely satisfied, we are here to help in accordance with UK Consumer Law and our ticketing terms.

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1. CANCELLATION & RETURN WINDOWS (PHYSICAL MERCHANDISE)

Under UK Consumer Contracts Regulations, you have the right to cancel your order and return physical goods purchased online (including via embedded checkout forms on our website or external platforms).

* Notice Period: You must inform us of your decision to return an item within 14 days of receiving your order.
* Return Period: Once notified, you have an additional 14 days to return the item to us (postmarked within 28 days of initial delivery).
* Condition: All returned items must be in new, unused, and resalable condition, with all original packaging, tags, and labels attached.

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2. EVENT TICKETING & DIRECT DEBIT POLICY

A. Event & Workshop Tickets (Zeffy & Eventbrite):
* Within 24 Hours of Event: Tickets purchased via Eventbrite or embedded Zeffy booking forms are strictly non-refundable and non-exchangeable within 24 hours of the scheduled event start time.
* 2 to 5 Days Before Event: Tickets are not eligible for a cash refund, but may be exchanged for a future event or transferred to another ticket holder.
* More Than 5 Days Before Event: Full refunds of the ticket price are available for cancellations requested more than 5 days prior to the event.
Note: Eventbrite non-refundable booking fees are governed by Eventbrite’s platform terms and may be retained unless the event is cancelled by Vision 21.

B. Direct Debits & Subscriptions (GoCardless):
* Direct debit mandates or recurring payments set up via GoCardless can be cancelled at any time by contacting us or your bank. Cancellations are protected under the UK Direct Debit Guarantee.

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3. HOW TO INITIATE A RETURN OR CANCELLATION

Depending on where you made your purchase or booking, please use the appropriate channel:

* Website & In-Person Purchases (Square & Embedded Zeffy Forms): Contact us directly at admin@v21.org.uk or 029 20621194. For in-person card purchases via Square, items can be brought in person with proof of purchase or refunded to the card.
* Etsy Purchases: Request your return or contact us directly via Etsy Messages prior to mailing your package so we can link the return to your Etsy order.
* Eventbrite Tickets: Submit a refund or exchange request directly through your Eventbrite account order settings, or contact us at admin@v21.org.uk.
* In-Person Item Returns: Where possible, physical items purchased online or at local venues may be returned in person by prior arrangement. Please contact us to confirm eligibility and location hours.

Mailing Address for Merchandise Returns:
Vision 21 Cyfle Cymru
Attn: Returns
Unit 10-12 Fieldway
Heath, Cardiff CF14 4HY
Wales, UK

Return Shipping Charges:
* Change of Mind / Standard Returns: You will be responsible for paying return postage charges. We strongly recommend using a tracked shipping service.
* Damaged, Faulty, or Incorrect Items: If your item arrives damaged or defective, please contact us immediately with photo evidence. We will provide a pre-paid shipping label or reimburse reasonable return postage costs.

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4. REFUNDS & PROCESSING

Once your return is received and inspected (or your ticket/subscription cancellation request is approved), we will issue your refund or exchange.

* Payment Method: Refunds will be issued back to your original payment method (via Square card refund, Etsy, Zeffy, GoCardless, or Eventbrite).
* Processing Time: Please allow up to 14 days from the date we receive your returned item or cancellation notice for your refund or exchange to be processed.
* Original Delivery Costs: For standard statutory merchandise returns under UK law, basic outbound delivery costs will be refunded. Premium delivery fees are non-refundable.

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5. ZEFFY PAYMENTS & DONATIONS

* Physical Products & Event Tickets: Products and tickets ordered through Zeffy forms embedded on our website or hosted on Zeffy follow the standard return and ticket cancellation guidelines outlined above.
* Direct Donations: Charitable donations made via Zeffy or PayPal Giving Fund are non-refundable unless an administrative error occurred.
* Platform Contributions: Optional voluntary contributions made directly to Zeffy during checkout are managed by Zeffy and cannot be refunded directly by Vision 21.

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6. CONTACT US

If you have questions concerning our return policy or need assistance with an order or ticket, please contact our team:

Vision 21 Cyfle Cymru
Phone: 029 20621194
Email: admin@v21.org.uk