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Privacy policy

This policy explains how MuseumVox collects and uses your personal data. MuseumVox is a brand of London Guides Ltd, a company registered in England and Wales (company number 09617636), registered office Office 3, 4a Nelson Road, London SE10 9JB, United Kingdom. We are the controller of your personal data under the UK GDPR and the Data Protection Act 2018. Contact: [email protected].

EU representative (EU GDPR Article 27): to be appointed before any EU museum launches

1. What we collect

  • Buying a pass. Payment takes place on Stripe's checkout page. Stripe collects your card details directly; we never see your full card number. Stripe's checkout page asks for an email address; with Apple Pay or Google Pay it is supplied by your wallet, so you don't have to type it. Stripe tells us your email address, Stripe customer ID, the pass you bought (and the museum, for a single-museum pass), the time and amount of payment, and the payment reference.
  • Access records. To let you listen to what you bought, we keep your pass records (type, start and expiry time) and your email address.
  • Purchase confirmation. We use the email address from checkout to send your purchase confirmation and receipt (invoice). We will not use it for marketing unless you separately agree.
  • Messages you send us. The “Feedback” button opens your own email app and sends to [email protected]. We receive your email address and what you write.
  • Information stored on your device. The site stores your language choice, playback speed, whether you dismissed the “add to home screen” hint, and a page-view count (used only to decide when to show that hint) in your browser. Offline mode stores pages, maps and audio you download on your device. This stays on your device and is not sent to us. You can clear it in your browser settings at any time.
  • Listening time. While you play audio on a metered trial or pass, your browser tells our server every 30 seconds that playback is continuing, so that we can count the listening time you have left. We store the remaining time and the time of the last update with your access code.
  • Technical data. The site is hosted by Cloudflare, which processes your IP address, browser type and request times to deliver and protect the site. Web fonts are served from our own site, so no font provider receives your IP address. To protect some forms from abuse, we keep a salted, hashed form of your IP address (not the address itself) for up to 2 hours.

We do not use advertising cookies or cross-site tracking, and we do not sell your personal data.

We do not currently run any website analytics or statistics tool, and we set no analytics cookies. What does run is the listening-time meter described in section 1 (needed to provide trial and pass listening) and Stripe for payments. If we add statistics in future, they will be first-party, cookieless totals (such as visits, popular pages, countries, device types and how often audio is played), and the rules and switch below will apply from the start.

Usage statistics and how to opt out

We would use any such statistics only to see how the service is used so that we can improve it. They are first-party: they are not shared with anyone except providers who help us run this service, they are not used for advertising, and they do not track you across other sites. Under UK law (the Privacy and Electronic Communications Regulations, Schedule A1, paragraph 5) such statistics would not need your prior consent, but you can object at any time, free of charge, with one click:

Switching statistics off saves a setting (mv-stats-optout) in this browser only. If you clear your browser data or use another device or browser, switch it off there too. It does not switch off the listening-time meter for trial and pass listening, which is needed to provide the service you asked for (see section 2).

2. Why we use it and our lawful basis

  • Providing the pass you bought, taking payment and handling refunds, and counting trial or pass listening time: performance of our contract with you.
  • Keeping transaction and accounting records: legal obligation (tax and company law).
  • Answering your messages, improving our guides (including any usage statistics described above), keeping the site secure and preventing fraud: our legitimate interests in running, improving and protecting this service. You can object to the usage statistics with the switch in “Usage statistics and how to opt out”.
  • We send marketing emails only if you separately agree, and you can unsubscribe at any time.

We do not make decisions about you based solely on automated processing that have legal or similarly significant effects.

3. Who processes your data

  • Stripe: payment processing. For some payment data Stripe is an independent controller under its own privacy policy. Stripe, LLC (USA) takes part in the EU–US Data Privacy Framework with the UK Extension (the “UK–US data bridge”); its status was Active when we checked on 24 October 2026 (dataprivacyframework.gov).
  • Cloudflare, Inc. (USA) hosts the site and stores access records and listening-time balances as our processor; transfers rely on the UK–US data bridge (Cloudflare participates in the Data Privacy Framework with the UK Extension; dataprivacyframework.gov), backed by the UK Addendum to the EU standard contractual clauses in Cloudflare's data processing addendum.
  • Emails you send to [email protected] are received by Cloudflare Email Routing (Cloudflare, Inc., USA), which forwards them to our Gmail mailbox. Google LLC (USA) stores them in that mailbox. Google takes part in the EU–US Data Privacy Framework with the UK Extension (the “UK–US data bridge”); its status was Active when we checked on 25 October 2026 (dataprivacyframework.gov).
  • Namecheap, Inc. (USA) is the registrar of our domain name museumvox.com. It does not host this site and does not receive emails sent to [email protected].

We may also disclose data where the law requires it.

4. Transfers outside the UK

These providers may process data outside the UK (for example in the USA or the EEA). We rely on safeguards recognised under UK law, such as UK adequacy regulations (including the UK–US data bridge) or the UK International Data Transfer Agreement or Addendum to the standard contractual clauses. For Stripe, LLC we rely on the UK–US data bridge (Data Protection (Adequacy) (United States of America) Regulations 2023). Cloudflare, Inc. also relies on the UK–US data bridge, backed by the UK Addendum in its data processing addendum. Emails sent to [email protected] pass through Cloudflare (above) and are stored by Google LLC, which also relies on the UK–US data bridge.

5. How long we keep it

  • Payment and transaction records: 6 years from the end of the financial year of the transaction, as UK tax and company law require.
  • Access records (email and passes): 24 months after your last pass expires, then deleted.
  • Messages: 24 months after we have dealt with them, then deleted.
  • Abuse protection: a salted, hashed form of your IP address, deleted automatically after at most 2 hours.
  • Usage statistics: kept only as totals; any raw event data is deleted or aggregated within 25 months.

6. Your rights

You have the right to access your personal data, to have it corrected or erased, to restrict or object to our use of it (where we rely on legitimate interests), and to receive data you gave us in a portable format. Email [email protected]. We will reply within 5 working days and deal with your request within the one-month legal time limit. If the law requires us to keep some data (for example accounting records), we will tell you why.

You can complain to the Information Commissioner's Office: ico.org.uk, 0303 123 1113. We would appreciate the chance to put things right first.

If you live in the EU or EEA, you can also complain to the data protection authority where you live (in France: CNIL, cnil.fr).

7. Children

Passes are sold to adults only and must be bought by an adult. We do not knowingly collect personal data from children under 13.

8. Security

The whole site uses encrypted connections (HTTPS). Card details are handled only by Stripe. Only people who need your data can access it.

9. Changes

If this policy changes materially we will update this page and its date.

This policy exists in Chinese, English and Spanish. If the versions differ, the English version prevails.

Version: 25 October 2026 · Effective date: 25 October 2026