Owner Privacy Policy

Who we are

Our trading name is Laik Ltd

Our contact details

Our main office is based at 4 Victoria Street, Windermere, Cumbria LA23 1AB. The email to contact is info@laik.co.uk

Understanding Our Data Relationship With You

When you book with us—or are thinking about doing so—we become what's known as a data controller, and you're the data subject. We know those sound like slightly odd legal terms, but put simply: it means we hold your personal data, and you have certain rights over it.

That includes things like the right to opt out of marketing or to request a copy of the personal data we hold about you. Just a heads-up though—these rights only apply to individuals. So, if you've set up a company to own or manage your holiday property, the rules are a bit different. Companies don't have personal data rights, but we're happy to explain more if you're unsure—just ask.

When we share information with you about guests or contractors (for example, if you're a property owner), we do so on the understanding that you're a separate and independent data controller. This means that you also have responsibilities when it comes to handling personal data. If you're new to this, the Information Commissioner's Office (www.ico.org.uk) has lots of helpful guidance.

Because letting a property is a commercial activity, you may need to register with the ICO and think about how you'll meet your responsibilities around data. If you've set up a company to manage the property, it's possible that the company—not you personally—is the controller.

And just so you know: if a guest asks us for your contact details in your role as a data controller, we're required to provide them. We'll always use the name and address we have on record for you, so it's important to keep those details up to date.

We're here to help make all this as straightforward as possible—so if anything's unclear, feel free to get in touch.

What You Share With Us -- and What We Find Elsewhere

Personal data

To look after your property and provide you with the service you expect from us, we collect a range of personal details. This can include your name, address, email, phone number, title, and country of residence. Depending on your tax or residency status, we might also need extra information—like your date of birth, National Insurance number or taxpayer ID, VAT registration, and your tax domicile.

We also collect details about your property (or properties), including addresses and photos, as well as information about any past or prospective properties you've let—or plan to let—with Laik. In some cases, we may verify or gather this information from public sources like Companies House or the Land Registry, and if you hold any licences or registrations required to let a property, we may collect and display these too.

Sometimes, we'll ask for proof of identity such as a passport or driving licence, especially where we need to meet legal or compliance requirements.

To help you (and us) understand the value of letting your property, we'll create financial projections based on the information you provide. These help inform things like suggested pricing, potential income, or the service level we think is the best fit for you. We may do this automatically or manually.

Some of this data is essential to set up and manage your account with us. We'll always make it clear what we need to deliver our service, and what's optional.

We also use the data we collect to build models and projections that help us understand things like your likely future letting behaviour—always with the goal of providing a better, more tailored experience.

Financial & Technical Details

We keep records of any transactions between you and Laik, your tax status, and your bank account details for payments. We don't generally hold payment card information ourselves, but if you give us permission, we may securely retain authorisation to charge a payment method on your behalf.

Some of our calls (to or from our team) may be recorded or transcribed. This can include the phone number, the content of the call, and any follow-up action. We use these for training, checking the facts, and meeting legal obligations—especially where insurance is involved. The same applies to live chats, texts, and messages sent via social media.

If you give us information about other people—like someone who helps manage your property—it's your responsibility to let them know. We'll treat their information with the same level of care, under this privacy policy.

Marketing & Website Use

To keep improving what we do, we collect information about how you use our website, what marketing you've opted into, how you respond to surveys and feedback requests, and your cookie preferences.

We also gather technical data, like your IP address, login details, browser type and version, time zone and location, and the type of device you're using. This helps us manage the site, improve your experience, and tailor our marketing in a way that's relevant and helpful.

When Things Don't Go to Plan

If we ever need to take legal action—for example, to recover unpaid amounts—we may receive information from IVA or bankruptcy advisors, legal representatives, or others involved in the process. This could include details about other debts or payment arrangements you have in place.

We're always transparent about the data we collect and why. If you've got any questions, we're just an email away at info@laik.co.uk.

Why We Collect Your Data and What Gives Us Permission

Delivering the Service You've Signed Up For

We use your personal data to deliver the service you've asked us for—as your letting agent. This means handling everything to do with letting your property to holidaymakers, as set out in the contract you have with us, and supporting the rental agreement between you and your guests.

If you're interested in exploring insurance options, we may also share your details with one of our trusted insurance partners—only when you've asked us to. We do this to help set up the next steps should you choose to take out a policy with them.

You'll also have access to our Owner Portal and Owner App, which use your personal data to give you a clear picture of how your property is performing. You'll be able to see upcoming bookings, guest feedback, and useful updates—all designed to support your success. We do this because it's part of the service we provide to you, and it's also in our legitimate interest to keep you informed and make managing your property as simple as possible.

We'll also be in touch (by email or other means) if there are changes to your terms and conditions, our contract with you, or any updates to our privacy policy or other important information. This is either because we're legally required to, or because it's necessary to keep our agreement with you up to date.

Marketing and Sales Materials for Prospective New Owners

If you've expressed interest in letting your property with us—or we've reached out to you—we may use your personal data to share marketing tailored to your needs. This might include introducing you to how we work, the benefits of joining Laik, or opportunities that might suit your property.

If we contact you by text, email, or phone, we'll only do this with your consent. You can withdraw that consent at any time—either by using the unsubscribe links in our messages, letting us know during a call, or by emailing us at info@laik.co.uk.

From time to time, we may also send you information by post or call you based on our legitimate interest in growing our property portfolio. In some cases, this might include data we've sourced from public registers, such as the Land Registry.

Once you've booked a visit with us, we'll begin processing your data as part of the steps needed to offer you a contract. At that point, our communications are based on helping form that agreement.

Marketing Our Services and Sharing Our Progress

Marketing and Sales Materials for Existing Owners

For current Laik owners, we may use your personal data to keep you up to date with new opportunities, services, and offers. If we contact you by text, email, social media (like WhatsApp), or phone, we'll always do this with your consent. And again, you can opt out at any time via unsubscribe links, by telling us during a call, or by emailing us.

Where we're contacting you by post, or calling you, we rely on our legitimate interest as a growing business to keep in touch and offer useful services.

You can also manage your communication preferences by channel—email, phone, post, and so on—whenever suits you.

In some cases, you might be eligible for things like competitions, loyalty programmes, or key account benefits. We process your data to confirm eligibility and manage these services as part of our legitimate interest in building strong relationships with our owners.

If you've got any questions about how we use your data for marketing—or if you'd like help adjusting your preferences—we're always happy to help. Just drop us a line at info@laik.co.uk.

Meeting Our Legal Responsibilities

At Laik, we're committed to doing things properly—and that includes meeting our legal responsibilities under the laws of the UK, Ireland, the EU, and other countries where needed. This sometimes means we'll need to process your personal data to comply with specific legal requirements or broader obligations under the law.

In some cases, we may need to share information or cooperate with public bodies and regulators, such as government departments, local authorities, or agencies like the Competition and Markets Authority, the UK Information Commissioner's Office, HMRC, the Irish Data Protection Commission, the Police, or local councils. We only ever do this when it's necessary, and we handle all data with care and respect.

Financial information

We will process your personal data to manage payments, collections, fees and charges and debt recovery. This may involve third parties particularly where debt recovery is involved. We do this because it is necessary for the performance of our contract with you.

Supporting Our Business Operations

We may use your personal data to help keep things secure (including cyber security) and to manage the day-to-day running of our business. This can include everything from system updates and reporting, to preparing accounts, generating anonymised data for public reporting, training our team, auditing our processes, and making sure we're complying with the rules and regulations that apply to us.

We do this because it's part of running a responsible, growing business—and in some cases, because the law requires us to. It's all about making sure Laik continues to operate smoothly, securely, and with care.

Understanding How People Use Our Services

At Laik, we use technology to help us understand how people interact with our website and services. This gives us valuable insight into what's working well, what could be improved, and how to keep everything running safely and smoothly.

We don't usually need directly identifiable details like your name or email address to do this, but we may use things like IP addresses or cookie data (as long as you haven't opted out). We do this because it's in our legitimate interest to improve your experience and maintain the security and performance of our systems.

Other Websites

As part of the Laik service, we may list your property on partner platforms like Airbnb, Booking.com, and others to help maximise your bookings. If any of the property information shared on these sites includes your personal data, it's only used on our behalf—and only when it's necessary to deliver the service you've signed up for. This forms part of the contract we have with you as your letting partner.

Customer Service

If you contact us with a question or concern—or if a holidaymaker raises an issue about one of your properties—we may need to use your personal data to help resolve things fairly and efficiently. This is part of fulfilling our booking terms, which form part of both your contract with us and the guest's booking agreement.

We'll also use your information to respond to any queries you send our way. Occasionally, we may refer back to call recordings to help verify facts and ensure we're giving you the best possible support.

Managed services

Where we provide managed services (cleaning, maintenance etc) to your property we will need to use your personal data to manage the contract with the managed services providers that we employ to fulfil our contract with you.

How We Learn from Our Users

From time to time, we may use your personal data to invite you to take part in user experience or market research to help us improve our services, website, or customer support. If you're selected, we'll always give you more detail at the time about how your information will be used in that specific study.

We want to be clear—we won't use your data for direct marketing as part of this research. We carry out these activities because it's in our legitimate interest to better understand how we're doing and how we can keep improving, based on real feedback and future trends.

Who we share your data with

Holidaymakers

Some of your information (usually contact information) will be shared with holidaymakers on the basis that it is necessary to fulfil your contract with them. If a holidaymaker requests your contact details as you are a data controller for their data we have to provide it as a legal obligation.

IT service providers

Our technology is often hosted in the cloud and we use a number of service providers such as Microsoft and Salesforce to support our websites and other technology stacks. Generally speaking these companies will be data processors acting entirely on our instructions. Some of these companies will not be in the EEA.

Professional advisors

We use external auditors, legal advisors, insurers and banks among others who will sometimes receive your personal information. The services they provide may be based outside the EEA.

Public authorities

This may include law enforcement bodies, the courts, regulators, government and local government bodies and agencies, HMRC and other public bodies.

Payment services providers

We use specialist companies to process payment card details. Currently these include:-

• Stripe Inc, Headquarters: 354 Oyster Point Boulevard, South San Francisco, California, 94080, United States

Marketing partners

• TripAdvisor LLC, 400 1st Avenue, Needham, MA 02494, USA,
• Trustpilot A/S, Pilestraede 58, 5th floor, DK-1112 Copenhagen K.
• Reyvoos, First Floor, La Chasse Chambers Ten La Chasse, St Helier, Jersey, Channel Islands, JE2 4UE
• Social Soda, 34 Spencer Street, Carlisle, CA1 1BA

Third party booking platforms

These include but are not limited to AirBnB, Vrbo, Booking.com, TripAdviser, Expedia and similar companies. They may pass the information on to other advertising partners.

Purchasers or potential purchasers of our business

Third parties whom we may choose to sell, transfer, or merge parts of our business or our assets. If a change of ownership happens to our business, then the new owners may use your personal data in the same way as set out in this Privacy Policy.

How long we keep your data

We keep different categories of data for different periods of time depending on what they are used for and we seek to get rid of what we do not need as early as possible. We are required to keep some information for longer periods by law and we keep some because it is in our legitimate interests.

As a guide, you can expect us to retain enough data to identify you for six years after you last interacted with us or we had a commercial relationship with you. This is mainly because that is when records relating to corporate taxation can be removed.

Because holiday letting is a long term proposition and can involve large periods of time between booking with a particular company we will continue to send you marketing promoting our services for up to four years after your last response although the frequency of communications will decrease with time and you can ask us to stop at any time.

While we have a commercial relationship with you we retain full records, including data from more than six years ago and if we reasonably contemplate there may be litigation or there has been a complaint in relation to your property we may retain information beyond the six year standard.

Right of Access (Subject Access Requests)

You have the right to ask us for a copy of the personal data we hold about you, along with some extra details about how we use it and keep it safe. To help us respond properly, we may ask you to confirm your identity and, in some cases, narrow down your request so we can find the right information more easily.

This right is always available to individuals, but there are a few exceptions. For example, if your property is owned by a company, the company itself doesn't have the right to request access to personal data. And if you're asking on someone else's behalf, we'll need written permission from them before we can share anything.

Right to Erasure (The Right to Be Forgotten)

This right isn't always as straightforward as it sounds, and there are some situations where it doesn't apply. In general, we'll erase your personal data if we no longer need it for the purpose we originally collected it for, or if you've withdrawn your consent (in cases where your data was processed based on consent).

If you're a prospective owner and haven't signed a contract with us, your data is handled on the basis of consent—so we'll remove it if you ask us to.

However, if you've signed a contract with us, we can't erase your data while that agreement is still in place, or if there's any outstanding balance either way. We also need to keep certain information for up to six years due to legal requirements around financial record keeping.

In addition, we may not be able to delete your data if:

• There's an ongoing complaint or dispute
• A complaint has been raised within the last year
• We reasonably believe legal action may be taken (by you, us, or a third party) in connection with the contract

That said, if we've processed your data unlawfully, if you've successfully objected to its use, or if we're legally required to erase it, we will do so.

If your main concern is marketing communications, you don't need to make an erasure request—you can simply ask us to stop contacting you. If we think that's the reason behind your request, we'll pause marketing messages straight away while we chat it through with you.

Right to Correct Data

You have the right to ask us to correct any personal data we hold about you if it's inaccurate or out of date. If something doesn't look right, just let us know and we'll update it.

To help us keep everything accurate, it's always a good idea to double-check your details in your owner portal from time to time and keep them up to date.

If we don't think something needs changing, we'll explain why—and of course, you'll have the chance to share anything that might show we may have got it wrong. We're here to make sure your information is as accurate as it should be.

Right to Restriction

Where you have objected to our data processing and we are still in discussions or there is a dispute over the accuracy of the data or we have agreed our processing is unlawful but you wish to preserve evidence or you require the data for a legal claim you can ask us to restrict processing such that we can only continue to store it.

Right to data portability

Where our basis for processing your data is for the performance of a contract or based on your consent you can ask us to provide your data in a machine readable format for transmission to another data controller.

General Right to object

Where our basis for processing your data is based on legitimate interests you can object at any time Laik will consider whether the company has an overriding legitimate interest that would mean we would continue to process your data or whether we should stop. You should note that legal claims would generally be regarded as an overriding interest.

Right to object to direct marketing

This is an absolute right and you can exercise it at any time by getting in touch with us at info@laik.co.uk

Right to appeal an automated decision

If we have made a decision purely by automated means, generally meaning a computer made the decision, you can ask us to have that decision reviewed by a human. We will tell you when a decision has been made by purely automated means.

Right to withdraw consent

Where our processing is based on your consent then that consent can be withdrawn at any time. We will tell you when our processing is based on your consent.

Exercising your rights

You can ask our customer or owner services teams on the phone to exercise your rights, send an email to info@laik.co.uk or drop us a letter to our postal address at 4 Victoria Street, Windermere, Cumbria LA23 1AB.

Normally we will deal with your requests within one calendar month but particularly complex requests may take longer. We will let you know when that happens.

Making a complaint

If you ever have concerns about how we're handling your personal data, the best place to start is by getting in touch with Laik. We will take the time to properly look into your complaint and respond directly.

You also have the right to raise your concerns with a regulator. If you're in the UK, that's the Information Commissioner's Office (www.ico.org.uk), and if you're in the EU, it's the Irish Data Protection Commission (www.dataprotection.ie).

That said, both of these organisations will normally expect you to have contacted us first and given us a chance to put things right. And we'd really appreciate that opportunity too—we'll always aim to resolve any issues fairly and as smoothly as possible.

Automated personalisation

To help us tailor our marketing and recommendations, we may use your data to get a better idea of what you're likely to be interested in—from the type of properties you might love, to offers you'll actually want to hear about.

This process is automated and may use tools like machine learning or AI to help us better understand your preferences. It means we can make your experience with Laik more relevant and personal—but if you'd rather not be included in this kind of profiling, just let us know.

Updates to Our Privacy Policy

We always note the date of the most recent update to this privacy policy at the top of the page. If you'd like to see a previous version or check when a particular policy was in effect, just get in touch—we're happy to share it.

If we ever make a significant change to how or why we use your data, we'll let you know—either by updating this policy or, where it's something that could affect you more directly, we'll get in touch with you personally.

From time to time, we may also highlight updates in our regular communications and invite you to have a quick read. We'll always aim to keep things clear, relevant, and transparent.

Clicking Away From Laik

Our website may include links to third-party websites, social media platforms, plug-ins, or apps. If you click on these or choose to connect through them, you may be sharing your personal data with those third parties.

As these sites and services aren't operated by Laik, we don't have control over how they collect or use your data—and we're not responsible for their privacy practices. We recommend taking a moment to read their privacy policies too, so you know exactly how your information might be used.