PRIVACY POLICY

Last updated: 18 August 2026

Fragola and Fig Entertainment Ltd (“Fragola and Fig”, “we”, “us” or “our”) respects your privacy and is committed to protecting personal information.

This Privacy Policy explains what personal information we collect, why we use it, how we may share it, how long we retain it, how we protect it and the rights available to individuals under applicable UK data protection law.

This Privacy Policy should be read alongside our Terms & Conditions, which govern the provision of our entertainment and event services.

1. Who We Are

Fragola and Fig Entertainment Ltd is the controller responsible for your personal information.

Company number: 17311168

Registered office: 71–75 Shelton Street Covent Garden London WC2H 9JQ United Kingdom

Email: contact@fragolaandfigentertainment.co.uk  Telephone: 07432 766 951

For the purposes of UK data protection law, including the UK General Data Protection Regulation (“UK GDPR”) and the Data Protection Act 2018, Fragola and Fig is responsible for deciding how and why your personal information is processed.

2. What Personal Information We Collect

Depending on how you interact with us, we may collect some or all of the following information.

Contact information

This may include:

• Name

• Email address

• Telephone number

• Postal address

• Billing address

• Other contact details you choose to provide

Booking information

Where you make a booking, we may collect:

• Event date

• Event time

• Event location

• Type of event

• Character or performer requested

• Package selected

• Number of guests

• Age range of children attending

• Venue information

• Travel or transportation requirements

• Special arrangements or requests

• Information reasonably necessary to provide the booked service

Information about children

Our services frequently involve children's events.

We may receive limited information about children where this is reasonably necessary to provide the service.

For example, a parent or responsible adult may tell us that:

• A child has a fear of balloons;

• A child has a latex allergy relevant to balloon activities;

• A child has a contact allergy relevant to our activities;

• A particular activity should be avoided; or

• There is an accessibility requirement that affects the child's participation.

We do not routinely ask parents to provide medical, health or other sensitive information about children.

We only need information that is relevant to the particular service we are providing and that we reasonably need to know in order to make appropriate arrangements.

We expect information about children to be provided by a parent, legal guardian or another responsible adult who is authorised to provide it.

3. Special-Category and Other Sensitive Information

We do not routinely ask customers to provide medical, health or other sensitive information about children.

We only need customers to tell us about information that is relevant to the particular service we are providing and which we reasonably need to know in order to make appropriate arrangements.

For example, where our activities involve latex balloons and a child has a known latex allergy, the parent or responsible adult should tell us before the event so that we can take reasonable steps to avoid using latex balloons around that child and, where possible, arrange a suitable alternative.

We do not provide food as part of our entertainment services and therefore do not routinely need information about food allergies.

If a parent or responsible adult is aware of a contact allergy or other allergy that could affect the child's participation in our activities, they should inform us before the event so that we can take reasonable steps to avoid the relevant allergen or arrange an alternative activity where reasonably possible.

We cannot guarantee that our entertainers, equipment or activities will never unknowingly come into contact with an allergen.

Our entertainers are not medical professionals and are not trained to provide medical care or emergency treatment for allergic reactions.

Parents and responsible adults remain responsible for the health, safety and supervision of children attending an event, including ensuring that any necessary medication, treatment or emergency arrangements are available.

Our entertainers are not trained or qualified to provide specialist care or support for children with special educational needs, disabilities or medical conditions.

However, we will make reasonable efforts to accommodate information that a parent or responsible adult considers relevant to the entertainment we provide.

For example, if a child has a significant fear of balloons, the parent or responsible adult can tell us in advance so that we can consider removing balloon-related activities and arranging a suitable alternative where reasonably possible.

Similarly, if there is an accessibility requirement that affects how a child can participate in our entertainment, parents and responsible adults are welcome to tell us about it so that we can consider reasonable adjustments to the entertainment we provide.

We do not need parents to provide information that is unrelated to the service we are providing.

Where a parent or responsible adult voluntarily provides sensitive information because they believe it is necessary for us to know, we will treat that information confidentially and will not share it with third parties unless this is necessary to provide the service, required by law, necessary to protect someone's vital interests or otherwise permitted by applicable data protection law.

Where we process information that constitutes special-category personal data, we will identify an appropriate lawful basis under Article 6 of the UK GDPR and, where required, an appropriate condition under Article 9 of the UK GDPR.

4. Accessibility

We aim to make our entertainment as accessible and inclusive as reasonably possible.

If a parent or responsible adult believes there is something we need to know in order for a child to participate comfortably or safely in our entertainment, they are welcome to tell us before the event.

Depending on the circumstances, we may be able to make reasonable adjustments to our activities, for example:

• Removing or adapting balloon-related activities;

• Offering an alternative activity;

• Adjusting the way an activity is delivered; or

• Taking account of a child's particular fears or sensitivities.

We will consider reasonable requests based on the nature of the service, the information provided and what we are reasonably able to accommodate.

Our entertainers are not trained or qualified to provide specialist care, medical assistance or specialist support for children with additional needs.

Venue accessibility

Our responsibility for accessibility relates to the entertainment services we provide.

We are not responsible for the physical accessibility of a venue.

This includes matters such as:

• Wheelchair access;

• Ramps;

• Lifts;

• Accessible toilets;

• Parking;

• Building access; and

• Other physical characteristics of the venue.

Customers should contact the venue directly to establish whether the venue is suitable for their particular accessibility requirements before making or confirming arrangements.

5. How We Collect Personal Information

We may collect personal information when you:

• Contact us by email;

• Contact us by telephone;

• Contact us by text message;

• Submit an enquiry through our website;

• Request a quotation;

• Make a booking;

• Complete a booking form;

• Pay for our services;

• Subscribe to our marketing communications;

• Communicate with us about an existing booking;

• Provide photographs or videos to us;

• Provide a review or testimonial; or

• Otherwise voluntarily provide information to us.

We may also receive information from third-party suppliers where this is necessary to arrange or provide a service you have booked.

6. How We Use Your Personal Information

We may use personal information to:

• Respond to enquiries;

• Provide quotations;

• Process and administer bookings;

• Provide entertainment services;

• Communicate with you about your booking;

• Confirm event details;

• Arrange performers;

• Arrange agreed transportation or third-party services;

• Process and record payments;

• Manage cancellations or changes;

• Deal with complaints;

• Provide customer support;

• Keep appropriate business records;

• Comply with legal and regulatory obligations;

• Protect our business, customers, performers and property;

• Prevent or investigate fraud or misuse;

• Improve our services and website;

• Send marketing communications where you have actively subscribed; and

• Carry out any other purpose explained to you at the time we collect the information.

We will not use your personal information for unrelated purposes unless we have a lawful basis to do so and, where required, have provided you with appropriate information.

7. Lawful Bases for Processing

Under UK data protection law, we need a lawful basis for processing personal information.

Depending on the circumstances, we may rely on one or more of the following.

Contract and steps before entering into a contract

We may process information where this is necessary to enter into or perform a contract with you.

This may include:

• Preparing and providing quotations;

• Processing and administering bookings;

• Providing the entertainment service you have booked;

• Communicating with you about your booking;

• Arranging agreed performers or services; and

• Managing changes or cancellations.

Legal obligation

We may process information where necessary to comply with a legal or regulatory obligation.

This may include maintaining financial and accounting records and responding to lawful requests from public authorities.

Legitimate interests

We may process information where it is reasonably necessary for our legitimate business interests, provided that those interests are not overridden by your rights and interests.

This may include:

• Managing our business;

• Maintaining appropriate business records;

• Responding to genuine customer enquiries;

• Protecting our business and property;

• Protecting customers and performers;

• Preventing fraud or misuse;

• Maintaining website and information security;

• Managing complaints; and

• Defending or establishing legal claims.

Consent

We may rely on your consent where we have specifically asked you to provide it.

This may include:

• Subscribing to our marketing communications; and

• Providing consent for certain promotional photography or video use.

Where processing is based on consent, you may withdraw your consent at any time.

Withdrawing consent does not affect processing that took place lawfully before consent was withdrawn.

Where we process special-category personal data, we will also identify an appropriate Article 9 condition where required.

8. Responding to Customer Enquiries

If you contact us with an enquiry, we will use your contact details to respond to your request.

A response to a specific customer enquiry is not the same as subscribing you to our ongoing marketing communications.

We will not use a customer enquiry as an automatic reason to add you to our marketing mailing list.

If you do not actively subscribe to our marketing communications, we will not routinely send you promotional emails or text messages.

9. Direct Marketing

We operate an active opt-in marketing system.

Where we send marketing emails through Wix or another email marketing provider, you will need to actively subscribe before we send you ongoing promotional marketing communications.

The marketing option will not be pre-selected.

We will not treat any of the following as consent to receive marketing:

• Making an enquiry;

• Requesting a quotation;

• Making a booking;

• Attending an event;

• Providing your email address;

• Providing your telephone number;

• Communicating with us about an existing booking; or

• Agreeing to our Terms & Conditions or Privacy Policy.

10. Marketing Communications

If you actively subscribe to our marketing communications, we may send information about:

• Upcoming events;

• New services;

• Character experiences;

• Seasonal events;

• Special offers;

• Promotions;

• Discounts;

• Availability;

• Competitions or similar promotional activities; and

• Other Fragola and Fig services.

Marketing communications will identify Fragola and Fig Entertainment Ltd and include an appropriate way to unsubscribe.

We will not sell your personal information to third parties for their own marketing purposes.

11. Marketing Consent and Withdrawal

You can withdraw your marketing consent at any time.

You can normally do this by:

• Using the unsubscribe link included in our marketing emails; or

• Contacting us directly.

Once you withdraw your marketing consent, we will stop sending you marketing communications covered by that consent.

We may retain a limited record of your withdrawal or objection where reasonably necessary to ensure that we do not send you marketing communications in the future.

12. Service Communications

If you have booked a service with us, we may contact you about matters necessary to provide that service.

This can include:

• Booking confirmations;

• Invoices;

• Payment information;

• Event arrangements;

• Cancellation information;

• Travel arrangements;

• Safety information;

• Questions about your event;

• Complaints; and

• Other information necessary to administer your booking.

These communications are service communications rather than promotional marketing.

13. Photography and Video

We understand that photographs and videos involving children require particular care.

Photographs Taken by Fragola and Fig

We will not take photographs or videos at a private event for our own promotional purposes unless the child's parent or legal guardian has provided appropriate written consent.

Where consent has not been provided, we will not intentionally take or use photographs or videos of children at the private event for our own promotional purposes.

Photographs Provided by Parents or Guests

A parent, guardian or guest may take photographs or videos at an event, subject to applicable law and any venue rules.

If a parent or guest voluntarily provides photographs or videos to us, this does not automatically give us permission to use those images for marketing.

If we wish to use an image containing an identifiable child on our social media or website for promotional purposes, we will seek appropriate permission from the relevant parent or legal guardian before using it.

Photographs Containing Other Children

Where a parent or event organiser provides us with a photograph containing other identifiable children, the person providing the photograph is responsible for obtaining appropriate permission from the parents or legal guardians of those children before providing the photograph to us for promotional use.

Withdrawal of Photography Consent

Where you have provided consent for us to use an identifiable image of your child for our social media or website, you can withdraw that consent at any time.

If you withdraw your consent, we will take reasonable steps to remove the relevant content from our social media pages and website as soon as reasonably practicable.

We cannot guarantee removal of copies independently downloaded, saved, shared, reposted or otherwise reproduced by third parties.

Printed Marketing

We will not use an identifiable image of a child in printed marketing materials unless we have received separate express written permission from the parent or legal guardian specifically authorising that use.

14. Payments and Invoicing

We use Xero to issue and manage invoices relating to our bookings.

An invoice will normally set out:

• The total booking price;

• The required deposit;

• The remaining balance; and

• The relevant payment arrangements.

The deposit is payable within 48 hours of the invoice being sent in order to secure the requested event date, subject to the provisional booking arrangements set out in our Terms & Conditions.

The remaining balance is normally payable in cash to the Fragola and Fig entertainer on the day of the event, unless a different arrangement has been expressly agreed with you in writing.

We may process information necessary to administer and record payments, including:

• Your name;

• Contact details;

• Invoice information;

• Booking information;

• Deposit amount;

• Outstanding balance;

• Payment status; and

• Records of payments received.

We use Xero to maintain appropriate accounting and financial records.

We do not use SIX's payment services to process customer payments.

15. Third-Party Service Providers

We use trusted third-party service providers to help us operate our business and provide our services.

These include SIX and Xero, as well as other providers where necessary.

SIX

We use a range of services provided by SIX to support the operation and administration of our business, excluding SIX's payment services.

Depending on the services we use, SIX may process information such as:

• Customer and contact information;

• Booking and event information;

• Communication records;

• Information submitted through our website or booking processes;

• Business and administrative information; and

• Other personal information reasonably necessary to provide the relevant service.

We do not use SIX's payment services to process customer payments.

Xero

We use Xero for our business accounting and financial administration.

This includes services such as:

• Creating and sending customer invoices;

• Recording deposits and outstanding balances;

• Recording payments;

• Managing accounts and financial records;

• Accounting and bookkeeping functions;

• Managing expenses and related financial information;

• Financial reporting; and

• Other accounting and business-management functions provided through Xero.

Other Service Providers

We may also use other third-party providers where reasonably necessary to operate our business or provide a service you have requested.

These may include:

• Website and hosting providers;

• Email and communications providers;

• IT and security providers;

• Transportation providers;

• Professional advisers;

• Insurers; and

• Other contractors or suppliers involved in providing our services.

Where we arrange transportation or another third-party service on your behalf, we may share the information reasonably necessary for that provider to deliver the relevant service.

We do not sell your personal information to third parties.

16. Website, Hosting and Security Providers

Our website may be hosted or supported by third-party technology providers.

These providers may process information such as:

• IP addresses;

• Device information;

• Website usage information;

• Contact form submissions;

• Cookies and similar technologies; and

• Other technical information required to operate and secure the website.

Our website may also use security and anti-abuse technologies, including Cloudflare, to help protect the website from malicious traffic, automated abuse and other security threats.

17. Cookies and Similar Technologies

Our website may use cookies and similar technologies.

These may be used for:

• Essential website functionality;

• Security;

• Remembering preferences;

• Website analytics;

• Performance; and

• Other functions provided by our website technology providers.

Where applicable law requires consent before certain cookies or similar technologies are used, we will seek that consent through our cookie consent mechanism.

Security-related cookies or similar technologies may be used where necessary to protect the website against malicious traffic, automated abuse and other security threats.

18. International Transfers

Some of our technology and service providers may process personal information outside the United Kingdom.

Where personal information is transferred outside the UK, we will take appropriate steps to ensure that the transfer is lawful under applicable UK data protection legislation.

19. How Long We Keep Personal Information

We will retain personal information only for as long as reasonably necessary for the purposes for which it was collected, unless we are required by law to retain it for longer.

Where we have collected personal information specifically about a child for an event, we aim to delete or securely dispose of that information within six months after the event, unless we have a lawful reason to retain it for longer.

Financial and accounting records will be retained for the period required by applicable law.

If you subscribe to marketing, we may retain your contact details while you remain subscribed.

If you unsubscribe, we may retain limited information necessary to record your withdrawal and prevent future unwanted marketing.

20. Security

We take reasonable technical and organisational measures to protect personal information against:

• Unauthorised access;

• Accidental loss;

• Destruction;

• Misuse;

• Alteration; and

• Unauthorised disclosure.

However, no method of electronic transmission or storage is completely secure.

21. Children's Privacy

Our services are primarily arranged by parents, guardians, event organisers or other adults.

We do not intentionally use our website to directly collect personal information from children for marketing purposes.

We expect parents, guardians and responsible adults to provide information about children where necessary for an event.

We do not use children's personal information for marketing purposes simply because it was provided to us for an event.

22. Automated Decision-Making and Profiling

We do not currently use your personal information for solely automated decision-making, including profiling, that produces legal effects or similarly significant effects concerning you.

23. Your Data Protection Rights

Depending on the circumstances, you may have rights under UK data protection law including the right to:

• Request access to your personal information;

• Request correction of inaccurate information;

• Request deletion of your personal information;

• Request restriction of processing;

• Object to certain processing;

• Request transfer of certain information to another organisation;

• Withdraw consent where processing is based on consent; and

• Make a complaint to the Information Commissioner's Office.

You also have an absolute right to object to processing for direct marketing purposes.

24. How to Exercise Your Rights

To exercise your data protection rights, contact:

Fragola and Fig Entertainment Ltd Email: contact@fragolaandfigentertainment.co.uk

We may need to verify your identity before providing personal information or acting on certain requests.

25. Complaints About Privacy

If you have concerns about how we have handled your personal information, please contact us first.

Email: contact@fragolaandfigentertainment.co.uk

If you remain dissatisfied, you have the right to complain to the Information Commissioner's Office (ICO).

26. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to:

• Our services;

• How we process personal information;

• Our technology or service providers;

• Applicable law; or

• Regulatory guidance.

The latest version will be published on our website with the date it was last updated.

27. Contact Us

Fragola and Fig Entertainment Ltd

Company number: 17311168

Registered office: 71–75 Shelton Street Covent Garden London WC2H 9JQ United Kingdom

Email: contact@fragolaandfigentertainment.co.uk  Telephone: 07432 766 951

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