1. Who we are
Venues2U is operated by JLME LTD, a company registered in England and Wales under company number 17445352, with its registered office at 128 City Road, London, England, EC1V 2NX("Venues2U", "we", "us" or "our").
JLME LTD is the controller of the personal information described in this policy unless stated otherwise. This policy applies to venues2u.com, partners.venues2u.com, our mobile applications, partner and administration portals, Henry concierge and related enquiry, booking and support services. Contact [email protected] about privacy.
2. Information we collect
Accounts and identity
Name, date of birth, email address, telephone number, account identifiers, sign-in provider, authentication and verification status, communication preferences, and security events. We do not receive or store a readable copy of your password.
Searches, preferences and conversations
Locations and areas searched, dates, event type, budget, guest numbers, filters, accessibility and other requirements, saved or liked venues, viewed screens and listings, comparison choices, Henry conversations, support conversations, feedback and ratings.
Bookings, payments and reviews
Enquiries, messages, booking participants, booked venue and street address, booking status, price, fees, deposits, final-payment deadlines, refunds, disputes, Stripe transaction references, reviews and customer-support records. Stripe processes full card details; Venues2U does not intend to store full card numbers or card security codes.
Venue, business and representative information
Business and venue names, addresses, contact details, Companies House records, beneficial-owner or officer information where relevant, authority to represent a venue, payout readiness, descriptions, spaces, packages, capacities, facilities, accessibility, activities, policies, availability, prices, photographs and other Venue Content selected for a listing. Venue Content intended for customer display may be made public or shown in a protected venue presentation, subject to the applicable content rights and privacy controls.
Verification and fraud prevention
Declarations and their audit history, any identity, address or compliance documents specifically requested and uploaded to us, licences, alcohol authorisations, insurance, fire and safety records, ownership or venue-control evidence, authority letters, document metadata, Companies House matching results, Stripe Connect onboarding and verification status, reviewer decisions, correspondence, device and transaction risk signals. This Private Compliance/Verification Evidence is restricted review material and is not customer-displayable Venue Content. Stripe may collect additional verification information directly under its own privacy notice.
External venue photograph permissions
Where a venue that is not yet a Partner authorises photographs, we record the rights holder or authorised representative, permission wording and version, accepted scope, date and time, relevant enquiry where the permission is enquiry-specific, and the asset identifiers and cryptographic hashes that identify the exact photographs covered. We also keep provenance, expiry or withdrawal information and the outcome of quality, safety, privacy, rights and identity-risk checks. Permission for one asset does not apply to a different photograph merely because it depicts the same venue.
Technical and location information
IP address, device and browser type, operating system, app version, crash and diagnostic data, API requests, approximate location, and—with permission—device location used to search nearby. A venue's street-level location may be displayed as part of a listing or confirmed booking.
3. Where information comes from
- you, another booking participant, venue representative or organisation;
- your interactions with our websites, apps, emails, search, Henry and support;
- authentication, payment, integration, analytics, security and communications providers;
- Companies House and other official or publicly accessible registers; and
- venue websites, maps, directories and inventory partners used for wider venue discovery.
We may maintain a separate venue-discovery record containing public business information and contact details so that repeated searches do not require repeated collection and so we can ask a venue about a relevant customer enquiry. A public venue suggestion is not presented as an onboarded or verified Venues2U partner unless it has completed that process.
4. How and why we use information
| Purpose | Typical lawful basis |
|---|---|
| Create accounts, provide search, enquiries, bookings and support | Contract or steps requested before a contract |
| Authenticate users and protect accounts, payments and the service | Contract, legal obligations and legitimate interests in security and fraud prevention |
| Verify venue businesses, representatives, licences and payout readiness | Contract, legal obligations and legitimate interests in a trusted marketplace |
| Assess Venue Content and authorised external photographs for quality, safety, privacy, rights and identity risk | Contract, permission and legitimate interests in secure, useful venue presentation; consent where required |
| Process payments, deposits, payouts, refunds, tax and accounting records | Contract and legal obligations |
| Personalise search and recommendations | Contract and legitimate interests in making the service useful; consent where required |
| Analyse conversations, feedback, searches and booking outcomes to improve Henry and the product | Legitimate interests in service improvement, with safeguards and aggregation where appropriate; consent where required |
| Source relevant venues and contact public business contacts about genuine enquiries | Legitimate interests in fulfilling customer searches and developing venue supply, subject to direct-marketing rules |
| Send service messages and optional marketing | Contract for service messages; consent or legitimate interests where marketing law permits |
| Resolve complaints, disputes and legal claims | Contract, legal obligations and legitimate interests in establishing or defending claims |
Where we rely on legitimate interests, we assess necessity, proportionality and the effect on individual rights. Consent can be withdrawn without affecting processing already carried out lawfully.
5. Henry, analytics and personalisation
Henry is an AI-powered venue concierge. It uses automated language-processing services to understand requests and generate replies. Relevant conversation history, search requirements and limited account or booking context may be sent to our AI provider. We use routing rules to select a model and may record the selected model, routing reason, confidence, input and output token counts, estimated cost, escalation and later booking outcome.
Henry may search, recommend and source venues and, where the customer has given the required permission and asked Henry to do so for a search, contact venues. Henry cannot book, accept a quote, accept contractual terms, make a payment or otherwise financially commit a customer. Those actions require the explicit step shown to the customer in the service.
We may also use automated systems and human review to assess ordinary Partner Venue Content and specifically authorised external photographs for quality, safety, privacy, display rights, authenticity and identity risk. Content-rights permission for these assessments does not authorise general-purpose AI-model training. Any materially different training use would require a separate lawful basis, express agreement where required, and updated privacy information.
We analyse searches, filters, saved venues, reviews, support and Henry conversations, feedback, listing engagement and booking outcomes to improve recommendations, identify difficulties, plan features, measure performance and provide appropriate venue-specific analytics to a venue partner. Venue analytics should be aggregated or limited to information needed to manage the venue; partners do not receive unrelated private conversations or another venue's confidential performance information.
Henry assists rather than makes final legal or similarly significant decisions about people. Venue verification flags and fraud signals may recommend human review. You can ask for human support or review by contacting [email protected].
7. International transfers
Some providers may process information outside the United Kingdom. Where required, we use an appropriate safeguard such as UK adequacy regulations, the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses, together with supplementary protections where appropriate.
8. How long we keep information
We keep information only for as long as reasonably necessary for the relevant purpose:
- account, venue and listing information while active and for a reasonable period afterwards;
- booking, payment, contractual and accounting records generally for up to six years where needed;
- verification evidence only while needed for review, fraud prevention, disputes and legal requirements;
- external photograph permission and asset-identification records while permission remains active and afterwards where needed to evidence the scope of authorised use, withdrawal, disputes or legal compliance;
- Henry and support conversations for product, safety and support purposes under a defined retention schedule—the on-screen chat expiry does not necessarily delete legal, security or analytics records immediately;
- public venue-discovery records while the information remains useful and reasonably believed accurate, with periodic review or correction; and
- suppression records for as long as needed to respect an objection or marketing opt-out.
When no longer required, information is deleted or irreversibly anonymised where appropriate.
9. Your choices and rights
Depending on the circumstances, you may have rights to access, correct, erase or restrict information; object to legitimate-interest processing and direct marketing; receive certain information in a portable format; withdraw consent; and request safeguards for certain automated decisions. Rights are not absolute and exemptions may apply.
Send a request to [email protected]. We may need to verify your identity. Marketing messages include an unsubscribe method, and you may object to venue-sourcing contact at any time.
10. Security and children
We use controls designed to protect information, including encrypted network connections, restricted administrative access, managed cloud identities, private document storage, audit logging and monitoring. No system can guarantee absolute security. Venues2U accounts and bookings are not intended for anyone under 18; additional venue age restrictions may apply.
11. Complaints, cookies and changes
Contact [email protected] first with a privacy concern. You may also complain to the Information Commissioner's Office at ico.org.uk/make-a-complaintor on 0303 123 1113.
See our Cookie Policy. We may update this policy as the service, providers or law changes. The current version shows its latest revision date.