Privacy Policy

Your privacy is very important to Northern Snow Show (Trafford City Snow Centre Limited). This privacy policy explains how we collect, use and process your personal data, and how we meet our legal obligations to you.

For the purpose of the Data Protection Act (1998) and General Data Protection Regulation (2016), our data controller is Trafford City Snow Centre Limited.

We do update this Policy from time to time so please do review this Policy regularly.

Personal Data We Collect

The personal data we process may include, but may not be limited to, the following:

Identity - We collect your name, date of birth and gender.

Contact data - We collect your email address, postal address, phone number(s), and other similar contact data.

Payment data - We collect data necessary to process your payment if you make a purchase, such as your payment instrument number (e.g. credit card number), and the security code associated with your payment instrument.

Booking Information - We collect data relating to all advance and historic bookings, such as activity booked, date & time of booking, amount paid and payment method.

Online Activity - When using our website, we use cookies to collect data about your device, location and how you interact with the site.

Credentials - We collect passwords for your online Chill Factore account, password hints, and similar security information used for authentication and account access.

Measurements - During the ski-fitting process, we collect your approximate height, weight, age and shoe size.

CCTV - We collect personal data in the form of images obtained via the operation of a closed circuit television (‘CCTV’) system which is in place throughout the premises.

Communications with us – We may collect details on what you have said to us, for example letters, phone calls, emails, or social media comments or messages.

Social Media – If you interact with via social media then we collect your username.

Incidents – If an incident occurs, we may record information about it.

Sensitive Data

Certain pieces of data are classed as ‘sensitive’ and we can only process such data if certain conditions are met. The sensitive data we collect is:

Medical – Whilst we do not routinely collect medical information, under certain circumstances we will collect limited pieces of medical information to ensure you are kept safe whilst with us. For example:

  • Before an activity, an instructor may ask you about any relevant medical conditions you think they should be aware of to ensure your safety.
  • If first aid is ever required, a first aider may collect medical information relevant to the treatment being provided.
  • We always document any first aid treatment given.
  • We may also indirectly receive medical data, for example you may choose to write to us informing us of an accident and subsequent treatment.

We may retain some of this information securely, away from other personal data we hold, in order to support our defence of legal claims that may arise.

Use of Your Data

We process some personal data in order to complete our contract with you:

  • Card payment details are required in order for your payments to be made.
  • Your identity and the records of the goods / services booked are required in order for us to correctly deliver these to you.
  • Email addresses are used to send booking confirmations and other operational messages relevant to the booking.
  • Telephone numbers are used to contact you at short notice regarding potential changes to your booking

We process some personal data in order to comply with the law:

  • Card payment details are verified to protect against fraud.
  • Health & Safety legislation requires us to log accidents.
  • CCTV, communications in various formats & payment data may be required to prevent, investigate or report crime.
  • Payments records are required for auditing and taxation purposes.

We also process personal data if we deem it necessary to do so for our legitimate interest. This could include some or all of the following activities:

  • To help us locate & identify you, your account & your bookings.
  • To provide operational communications to you, relevant to your account or to your bookings with us.
  • To enhance, modify, personalise or otherwise improve our products & services, and our communications to you.
  • To provide direct marketing communications which we think will be of interest to you, where you have consented to receive such information.
  • To tailor marketing communications to you based on your profile.
  • To allow better commercial modelling and business planning.
  • To run competitions and promotions which we think will interest you.
  • To better understand how people interact with our website and our other online activities.
  • To determine the effectiveness of our promotional campaigns and advertising.
  • To help identify & prevent fraud and other illegal activities, and enhance the security of our network & systems.
  • To ensure we can provide high levels of customer service and staff training.
  • To ensure your safety whilst participating in our activities.
  • To help us to establish, exercise, or defend legal claims.
  • To effectively manage & communicate with our suppliers.

Other activities may apply, if we deem them to be within our legitimate interest.

Where a data processing activity is not deemed to be within our legitimate interest, part of a contractual obligation or a legal requirement, we will ask you for your consent before processing your data.

We do not use your data for any automated decision making activities. We conduct some profiling activity to help us deliver marketing communications that we think you may be interested in.

Cookies

We use cookies or similar technologies on our website and email marketing communications. For more information, please see our cookie notice.

Management of Your Data

Personal data will be held securely within our IT systems or manual filing systems. Details relating to any transactions entered into our payment systems will be encrypted to ensure its safety.

Access to your data within our systems is restricted to employees who need the data in order to perform their role.

We have measures in place to deal with suspected breaches of your data and will notify you and any applicable regulator of a suspected breach where we are legally required to do so.

We may transfer data that we collect from you to locations outside of the European Economic Area for processing and storing. We will only do so where the country is compliant with EU data protection legislation.

We will take all reasonable steps to make sure that your data is treated securely and in agreement with this Privacy Policy.

Disclosing Your Data

Where applicable, we may disclose your personal information to any member of our group. This includes, where applicable, our subsidiaries, our holding company and its other subsidiaries (if any).

We may also disclose your personal information to third parties without your consent where the law allows or requires us to do so. This may include, but may not be limited to, the following:

  • Where we sell any or all of our business and/or our assets to a third party.
  • Where we are legally required to disclose your information.
  • Where it is required in order to complete our contract with you, such as payment service providers.
  • To assist fraud protection and minimise credit risk.
  • To aid our defence of a legal claim.
  • Where we use third parties to help us run our business, for example marketing agencies, IT and CCTV system providers, insurers, legal advisors, auditors.

We may permit selected third parties to use your data so that you can be provided with information about unrelated goods and services which we consider may be of interest to you. However we will only do this if we have obtained your explicit consent.

We do not reveal information about identifiable individuals to our marketing partners but we may, on occasion, provide them with aggregate statistical information about our visitors.

Retaining Your Data

We will retain your personal information for as long as is necessary and relevant for our legitimate business purposes, or if required by law for as long as is required.

Where we no longer need your personal information, we will dispose of it in a secure manner without notifying you.

Your Rights

Under the data protection legislation you have the right in certain circumstances to:

  • Request access to your personal information.
  • Request correction of the information that we hold about you.
  • Request erasure of personal information.
  • Ask us to delete your personal information where you have exercised your right to object to processing (see below).
  • Object to processing of your personal information where we are relying on a legitimate interest (or those of a third party).
  • Object to processing of your personal information for direct marketing purposes.
  • Request the restriction of processing of your personal information.
  • Request the transfer (under certain circumstance) of your personal information to another party.
  • Complain to the data protection regulator.

Some rights are restricted, and we may need to redact or remove information where it includes personal data about someone else in order to maintain their privacy.

How To Stop Direct Marketing

If you would like to object to (i.e. stop receiving) direct marking then you can unsubscribe by logging into your online account, selecting “Update details” and then checking the “Do not allow emails” box.

You can access your account by following the link on an email we have sent to you, or via the Chill Factore website. In addition, our guest service or call centre teams will update your preferences for you on request.

Whilst this will stop all direct marketing emails we will still send operational emails to you, for example if you make a booking you will receive a booking confirmation email.

How To Access Your Data

If you log into your online account and select “Update details” you will see the name, date of birth, gender and contact data we hold. You can use the online account to correct errors or to erase data.

You can access your account by following the link on an email we have sent to you, or via the Chill Factore website.

If you wish to see a full record of the personal data we hold, then please contact us. You may need to provide proof of identification. We aim to respond to requests without delay and at the latest within one month of receipt.

Information is provided free of charge, however we do reserve the right to charge a reasonable fee when a request is manifestly unfounded or excessive, particularly if it is repetitive. We may also charge a reasonable fee to comply with requests for further copies of the same information.

How To Contact Us

We welcome any queries, comments or requests you may have regarding this Privacy Policy.

Write to us at Northern Snow Show, C/O Chill Factore, Trafford City, Manchester, M41 7JA

If You Have a Concern

If you have a concern about the way we are collecting or using your personal data, or if you suspect misuse or unauthorized access, then please contract us and we will try to resolve the problem promptly.

You can also raise your concern directly to the Information Commissioner’s Office at https://ico.org.uk/concerns/

Making a booking

By making a booking for a snow activity at Northern Snow Show you have accepted Chill Factore’s Terms and Conditions.

Bookings must be made in advance either via our website, www.chillfactore.com o.

For refunds and cancellations see the section below.

Corporate, Schools & Party Booking conditions see below.

Chill Factore reserves the right to refuse admission to a lesson if you are any more than 15 minutes late. Please note that no refunds or transfers will be allowed.

If you need to amend a booking, please email us with the details at info@chillfactore.com including the booking reference number, the name & email address used to make the booking, your contact telephone number, and as much information as possible to help us deal with your request straight away.

We can only reschedule general bookings if given more than 5 days’ notice. Full terms and conditions, including specific party, group, corporate and school terms, are available at chillfactore.com.

Gift Vouchers

Gift vouchers can only be redeemed for snow activities at Chill Factore and Chill Factore essential products like socks, gloves and helmets.

Gift vouchers can be used as full or part payment towards a booking.

Gift vouchers cannot be exchanged for cash.

Gift vouchers are non-refundable.

If you do not spend the entire balance on the gift voucher the remaining balance will stay on the voucher to use at a later date.

Gift vouchers purchased before the 1st of October 2021 are valid for 6 months from the purchase date. Gift Vouchers purchased on or after the 1st of October 2021 are valid for 12 months from the purchase date.

Gift Vouchers affected by the recent closures have been extended to expire on 31/10/2021.

Gift vouchers can be redeemed online, check the expiry date and the balance of your voucher.

Chill Factore treat gift vouchers as cash and therefore will not accept liability for lost or stolen vouchers.

Chill Factore reserves the right to amend the terms and conditions of the gift vouchers at any time and to take appropriate action, including the cancellation of the voucher, at its discretion, if it deems such action necessary. This does not affect your legal rights.

Refund and Cancellation Policy

Cancellation by you

We understand that sometimes plans change. Depending on the amount of notice we receive the following options will apply which can be used towards an alternative activity. Once a booking has been made, no refunds will be given.

Cancellation must be made by the person who made the booking and can be

  • By phone – call us on 0161 749 2222 10am-6pm 7 days a week,
  • On webchat – chat to us online 10am-6pm 7 days a week
  • By e-mail – email us at info@chillfactore.com from the e-mail address we hold on your account.

Please note, notice of cancellation can be made by e-mail but we can only amend your booking to another date by phone or webchat, due to live availability changing constantly. Please call us on 0161 749 2222

For Birthday Chill Factore Party amendments and cancellations, please see the party cancellation section.

More than 48 hours before your activity

  • Amendments to a new date or a different activity may be made free of charge. If you are unable to find a suitable alternative date Credit Vouchers for the value of the cancelled activity will be applied. Credit Vouchers will be valid for 6 months from the date of issue and cannot be extended.
  • If your original booking was made using a promotion or offer and your new booking is outside of the dates of the promotion, or you choose a different activity, you will be required to pay the difference at the time of making the change.

Less than 48 hours, but more than 4 hours before your activity

  • Amendments to a new date or a different activity may be made; Amendment Fees will apply.
  • If your original booking was made using a promotion or offer and your new booking is outside of the dates of the promotion, or you choose a different activity, you will be required to pay the difference at the time of making the change, in addition to amendment fees.
  • If you are unable to find a suitable alternative date, Credit Vouchers for the value of the cancelled activity will be applied, upon payment of the appropriate Amendment Fee. Credit Vouchers will be valid for 6 months from the date of issue and cannot be extended.
  • Amendment Fees are applied per person, per activity:

  • £10 - Junior/Kids Lessons (inc. Holiday Camps), Lift Passes, Snow Park
  • £10 - Adult 2 hour Group Lessons
  • £15 - Day Lessons, 2 Day Course, Kids Expedition Day, 1 Hour Private Lesson
  • £25 - 2 Hour Private Lesson
  • £30 - Birthday Party per booking

Less than 4 hours before the activity

  • No amendments or Credit Vouchers will be offered.
  • If cancellation by you is due to serious illness or injury, a Credit Voucher will be considered if a relevant doctor’s certificate, or similar documentation is submitted and notice of cancellation is received prior to the start of your activity.


Birthday Parties - Cancellation by you

Within 7 days of making your booking

We understand that co-ordinating with other parents is necessary when organising a birthday party. To ensure your diaries align, we offer a 7 day money back guarantee.

  • If you need to cancel the party within 7 days of making your booking, we will offer a full refund. More than 7 days after the date of booking, no refunds will be offered.

More than 5 days before your activity

  • Amendments to a new date or a different activity may be made free of charge. If you are unable to find a suitable alternative date Credit Vouchers for the value of the cancelled activity will be applied. Credit Vouchers will be valid for 6 months from the date of issue and cannot be extended.
  • If your original booking was made using a promotion or offer and your new booking is outside of the dates of the promotion, or you choose a different activity, you will be required to pay the difference at the time of making the change.
  • If the number of children attending reduces, a Credit Voucher for that value will be offered. Credit Vouchers are valid for 6 months from the date of issue.

Less than 5 days before your activity but more than 4 hours

  • Amendments to a new date or a different activity may be made; Amendment Fees will apply.
    • £30 – Amendment fee per booking, not per person
  • If the number of children attending reduces, a Credit Voucher for that value will be offered. Credit Vouchers are valid for 6 months from the date of issue.

Cancellation by Chill Factore

If for any reason Chill Factore has to cancel your activity, a Credit Voucher for the full value of your activity or a full refund will be given. Credit Vouchers are valid for 6 months from the date of issue. The Chill Factore will not be liable for any compensation or costs incurred by you as a result of cancellation.

Check In

Please leave plenty of time for your journey to Chill Factore. We strongly recommend arriving at the Guest Services desk 10 minutes prior to your activity start time if you have all of your own equipment. If you need to borrow ski or snowboard equipment please arrive 20 minutes prior to your activity start time to allow adequate time to collect your tickets and equipment. During busy periods and holidays, you will need to allow more time.

If you are late for your session start time this will impact your session duration. For lessons, if you are not ready at the start of the lesson, you will be refused admission.

Please check all traffic reports before your journey to Chill Factore as we cannot be held responsible for late arrivals due to being delayed by traffic.

Group Sizes

Guidance on group size is given on activities where applicable. Group sizes are determined by the area in which the activity usually takes place and how the activity can be safely facilitated in line with the most up-to-date health and safety guidance. On occasion, this can change and Chill Factore reserve the right to increase group sizes where and when possible. At no stage does this compromise the health and safety of the activity.

Clothing and Equipment

All prices include boots and ski/snowboard hire only (this does not include snow play boots).

Gloves, full-length trousers and long-sleeved tops must be worn by everyone taking part in a snow activity.

Lockers are available to keep shoes/valuables safe. A locker sanitization station is provided for you to safely sanitize your own locker before and after use. Lockers require a £1 coin (refunded) or a trolley token.

Helmets are compulsory for all guests taking part in snow activities.

Gloves are compulsory and can be purchased from us, as can hats, but please note they are not for hire.

Lost Property

For lost property enquiries please contact us via email, info@chillfactore.com. Chill Factore accepts no responsibility for returning items to you, or for any items of lost property that remain unclaimed.

Schools

Please be aware that separate terms & conditions apply for school bookings.

No booking is confirmed without receipt of a completed, signed booking form. Emailed booking forms will be treated as a contractual agreement and therefore you are accepting our terms and conditions.

Please contact the schools team as soon as possible so that we can endeavour to accommodate your needs. Discretion may be used by Chill Factore depending on your circumstances.

Corporate Events and Functions

Please be aware that separate terms & conditions apply for corporate and group bookings.

No booking is confirmed without receipt of a completed, signed booking form. Emailed booking forms will be treated as a contractual agreement and therefore you are accepting our terms and conditions.

Please contact the groups team as soon as possible so that we can endeavour to accommodate your needs. Discretion may be used by Chill Factore depending on your circumstances.

Membership

Members qualify for 30% saving on lessons, lift passes, snow activities and parties. The 30% discount applies to standard prices and may exclude certain events & sessions held at Chill Factore. Membership discounts do not apply to all special offers or where double discounts occur but, from time to time, members may be offered additional discounts off selected promotions: please check the terms and conditions of special offers at the time of booking.

Membership is non-transferable and non-refundable and is valid for 12 months from the day of purchase. Membership discount is only applicable for the member who is participating in the activity. In the event of misuse of the Chill Factore Membership, Chill Factore reserves the right to cancel membership and related bookings without refund.

Student Discount

For student membership, students must produce a valid NUS or student card in order to qualify. Student discount entitles the current students to 20% off selected activities at Chill Factore. Activities must be booked via our Contact Centre on 0161 749 2222 (lines are open 10am - 6pm 7 days a week).

Birthday Lift Pass

The free 2hr lift pass on your birthday and option to buy two extra lift passes at 30% off can only be redeemed in the Chill Factore member’s birthday month. Identification proving date of birth must be shown on arrival. The 30% discount for two extra people cannot be used in conjunction with any other offer or on top of the existing member discount.

Please note that replacement membership cards cost £5 each. Alternatively, you can be issued with a paper ticket free of charge.

On reopening following the COVID-19 closure, all memberships that were valid at the point of closure will be extended by the period that membership would have been affected by the closure.