The Cozy Stays London Ltd
Privacy policy
Last updated: 21 Aug 2026
This policy explains how The Cozy Stays London Ltd collects, uses and protects personal information when you use thecozystays.com, contact us or make and manage a booking.
1. Who is responsible for your information
The Cozy Stays London Ltd is responsible for the personal information described in this policy. References to The Cozy Stays, we, us or our mean The Cozy Stays London Ltd.
Company number: 16841069
Registered in England and Wales
Email: info@thecozystays.com
Website: www.thecozystays.com
2. Information we collect
When you make or manage a booking, we may collect your name, email address, phone number, stay dates, number of guests, selected extras, vehicle registration and any special requests you provide.
Your card details are entered directly into secure payment fields. We receive the payment status, transaction reference and amount paid, but we do not store your full card details.
We may also receive basic technical information needed to operate and protect the website, such as your IP address, device or browser information and security events.
3. How we use your information
We do not sell your personal information.
- To process and manage your booking
- To take payment and handle approved refunds
- To send confirmations and important stay information
- To provide customer support and requested extras
- To protect guests, properties and our services from fraud or misuse
- To meet our legal, tax and accounting responsibilities
4. Why we are allowed to use your information
We use booking information because it is necessary to provide the accommodation and services you request. We may also use information to comply with the law and for our legitimate interests in operating, improving and protecting our business. Where the law requires consent, you may withdraw that consent at any time.
5. Companies that help us provide the service
We use trusted service providers for payment processing, booking management, website hosting, secure data storage, transactional emails, maps, property access and security support.
We share only the information needed for each provider to perform its role. These providers must protect the information they handle and may not use it for unrelated purposes.
6. Cameras and property security
Some properties may use external security cameras where this is disclosed in the property information. Security footage is kept only for as long as reasonably necessary, unless it is required to investigate an incident or comply with the law.
7. Identity checks
Where an identity check is required for safety, fraud prevention or legal compliance, it may be completed by a trusted verification provider. We do not routinely store copies of identity documents ourselves.
8. Information processed outside the United Kingdom
Some service providers may process information outside the United Kingdom. When this happens, we require appropriate legal and contractual safeguards to protect it.
9. How long we keep information
Incomplete checkout information is normally deleted within 30 days. Contact messages, email delivery records and security diagnostics are normally deleted within 12 months.
Phone numbers, vehicle registrations and special requests are normally removed 12 months after checkout. Booking and payment records may be kept for up to six years where needed for contracts, tax, accounting or legal claims.
We delete or anonymise information when it is no longer needed, unless the law or an active dispute requires us to keep it for longer.
10. Your rights
Depending on the circumstances, you may ask us to:
- Give you a copy of your personal information
- Correct inaccurate information
- Delete information we no longer need
- Restrict or object to certain uses of your information
- Provide eligible information in a portable format
You may also complain to the Information Commissioner’s Office. To make a request, email info@thecozystays.com. We may need to verify your identity before disclosing or changing booking information.
11. How we protect information
We use secure hosting, encrypted connections, controlled access and limited staff access to protect personal information. Card payments are handled through secure payment fields. No online service can guarantee absolute security.
12. Children
Bookings must be made by an adult. Our services are not intended for people under 18 acting on their own, and we do not knowingly collect personal information from them for that purpose.
13. Cookies and similar technology
We use cookies and similar technology where needed for website security, booking and essential functionality. Features provided by outside services may also use their own necessary technology. Optional analytics or advertising technology will not be introduced without any consent required by law.
14. Changes to this policy
We may update this policy when our services or legal responsibilities change. The latest version will always be available on this website.
15. Contact us
Email: info@thecozystays.com
Website: www.thecozystays.com