1. Who we are
This policy explains how Regenerage collects, uses and protects your personal information when you use regenerage.org.uk, donate, shop with us, use our services, volunteer or apply to work with us.
Regenerage is the trading name of REGENERAGE, a registered charity in England and Wales (charity number 1130384 ) and a company limited by guarantee (company number 06841314). We are the data controller for the personal information described in this policy.
- Address: Beech House, Lancastergate, Leyland, PR25 2EX
- Email: hello@regenerage.org.uk
- Phone: 01772 552850
- Data protection contact: [Name or role of Data Protection Lead / DPO], [data protection email address]
- ICO registration number: [ICO Registration Number]
This policy covers our website and the services we provide. Our cookie use is explained in detail in our Cookie Policy.
2. Information we collect
We collect information you give us directly, and some information automatically when you use our website.
When | What we collect |
|---|---|
You make a donation | Name, address, email, phone, donation amount, any message you add, whether you want the donation to be anonymous, and payment confirmation. We do not see or store your full card details. |
You make a Gift Aid declaration | Your name, home address, confirmation that you are a UK taxpayer, and the date of your declaration. |
You buy from our online shop | Name, billing and delivery address, email, phone, order details and payment confirmation. |
You create a customer account | Username, email, password (stored encrypted), order history and saved addresses. |
You ask for a hearing health referral | Name, address, postcode, email, phone, the hearing service you need, your appointment preference, and your consent to share your details with Discretion Hearing Ltd. This can include information about your health. |
You apply to volunteer | The details you enter in our volunteer form (hosted by Microsoft Forms), such as contact details, availability, interests and [references / health or access needs / DBS information: confirm]. |
You apply for a job or a trustee role | Your CV, cover letter, application details and anything you send us by email. Job applications may also come to us through Indeed. |
You use our services (day centres, befriending, at-home services, carers group, furniture collection) | Contact details, next of kin or carer details, and information needed to deliver the service safely, which may include health, care or mobility information. [Confirm what is collected and whether a separate service-user privacy notice exists.] |
You contact us by email, phone, social media or in person | Your contact details and the content of your message. |
You attend or book an event | Name, contact details, ticket details and any dietary or access needs you tell us about. |
You browse our website | IP address, browser and device type, pages visited, how you arrived at our site (for example a search engine or advert), and how you move around the page. Most of this comes from cookies and similar technologies, with your consent where required. See our Cookie Policy. |
We may also receive information from third parties, such as fundraising platforms you use to support us, [JustGiving / Enthuse / other: confirm], or Indeed when you apply for a job.
3. How we use your information and our lawful basis
UK data protection law requires us to have a lawful basis for each way we use your information.
Purpose | Lawful basis |
|---|---|
Processing donations and shop orders, sending receipts and order updates | Contract, or our legitimate interest in processing gifts |
Claiming Gift Aid from HMRC and keeping Gift Aid records | Legal obligation |
Managing your customer account | Contract |
Referring you to Discretion Hearing Ltd for a hearing service | Your explicit consent, given on the form |
Delivering our care and support services | [Contract / legitimate interests / vital interests: confirm]; for health information, [explicit consent / provision of health or social care: confirm] |
Recruiting staff, volunteers and trustees, including safeguarding checks | Legitimate interests, steps before a contract, and legal obligation (for example right-to-work and DBS checks) |
Replying to your enquiries | Legitimate interests |
Sending fundraising, event or news emails and texts | Your consent. You can unsubscribe at any time. |
Postal fundraising and phone calls to people who have not opted out | [Legitimate interests: confirm whether used] |
Understanding how our website is used (analytics and session recording) | Your consent, given through our cookie banner |
Showing you relevant adverts on Facebook, Instagram and Google and measuring our campaigns | Your consent, given through our cookie banner |
Keeping our website secure and preventing spam and fraud | Legitimate interests |
Meeting our legal and regulatory duties as a charity and employer | Legal obligation |
Health information. Information about your health is a special category of data. We use it only where you have given explicit consent, or where another condition in the law applies, such as providing health or social care. [Confirm conditions relied on for service users.]
Wealth screening. [We do not carry out wealth screening or buy information about our supporters. / We sometimes use publicly available information to understand a supporter’s ability to give: describe and explain how to opt out.] Confirm which applies.
Automated decisions. We do not make decisions about you based solely on automated processing.
4. Cookies and tracking
Our website uses cookies and similar technologies. When you first visit, our cookie banner lets you accept all, reject, or choose by category. Essential cookies keep the site, basket, checkout, login and forms working, and are always on. These include Google reCAPTCHA, which protects our forms from spam. The other two categories are only used if you switch them on:
- Statistics: Google Analytics and Microsoft Clarity help us understand how people use our site. Clarity records how visitors scroll, click and move around our pages to produce heatmaps and session replays. WooCommerce also records how you found our site, so we know which campaigns lead to donations and orders.
- Marketing: the Meta (Facebook) Pixel and Google Ads measure our adverts and help show relevant adverts on social media and other websites. Embedded YouTube and Vimeo videos and Google Maps also fall into this group, and are replaced by a placeholder until you accept them.
We use Google Consent Mode. If you decline, Google Analytics and Google Ads may still receive limited information without cookies, such as the page visited and browser type, which Google uses to estimate visitor numbers. Nothing is stored on your device.
You can change your choices at any time using the cookie settings button in the bottom-left corner of any page, or the Cookie Settings link in our footer. Full details, including every cookie and how long it lasts, are in our Cookie Policy.
5. Who we share your information with
We never sell your personal information. We share it only with organisations that help us run our charity, or where the law requires it.
Recipient | Why |
|---|---|
Discretion Hearing Ltd | To arrange the hearing service you request, only with your consent |
HMRC | To claim Gift Aid on your donations |
[Payment provider, e.g. Stripe / PayPal / Worldpay: confirm] | To process card and online payments securely |
[Website host: confirm] and WPMU DEV | Hosting, maintenance and management of our website |
Complete Online | Our website developer, who may access website data to support and maintain the site [confirm] |
[Email delivery service used by WP Mail SMTP: confirm] | Sending website emails such as receipts and order confirmations |
Microsoft (Microsoft 365, Microsoft Forms, Clarity) | Email, document storage, volunteer and other forms, and website analytics |
Google (Analytics, Tag Manager, Ads, reCAPTCHA, Maps, YouTube) | Website analytics, advertising, spam protection and embedded content |
Meta Platforms (Facebook and Instagram) | Advertising and measuring our campaigns, with your consent |
Automattic (Jetpack, WooCommerce services) | Website features, security and shop functions |
Wordfence (Defiant Inc.) | Website security and protection against attacks |
Indeed | Recruitment, if you apply through Indeed |
[Fundraising platforms, mailing house, CRM / database provider: confirm] | [Purpose] |
Police, regulators, courts or safeguarding bodies | Where the law requires it, or to protect someone at risk |
Our suppliers act on our instructions and must keep your information secure. Some of them, such as Google and Meta, also act as separate controllers for the data their tools collect; their own privacy policies apply.
6. International transfers
Some of our suppliers, including Google, Meta, Microsoft and Automattic, are based in or process data in the United States or elsewhere outside the UK. When your information is transferred outside the UK, we make sure it is protected by an approved safeguard. This may be a UK adequacy decision (including the UK-US Data Bridge, where the supplier is certified), or the International Data Transfer Agreement or Addendum to the EU Standard Contractual Clauses. You can contact us for more information about the safeguards we use.
7. How long we keep your information
We keep personal information only for as long as we need it. The periods below are suggested defaults; [confirm against Regenerage’s retention schedule].
Information | How long we keep it |
|---|---|
Donation and Gift Aid records | 6 years after the end of the financial year of the last donation claimed (HMRC requirement) |
Shop orders and financial records | 6 years after the end of the financial year |
Customer accounts | Until you close your account, or [2] years after your last login |
Hearing referral form submissions | [6 months] after the referral is passed to Discretion Hearing Ltd |
Unsuccessful job and volunteer applications | [6 months] after the role is filled |
Staff and volunteer records | [6] years after the role ends |
Service user records | [Period: confirm, in line with care sector guidance] |
Enquiries and correspondence | [2] years after the last contact |
Marketing preferences | Until you unsubscribe; we keep a minimal record so we do not contact you again |
Gifts in wills correspondence | [Period: confirm] |
Website analytics | Google Analytics: [14] months. Microsoft Clarity: up to 13 months. See the Cookie Policy for cookie lifetimes. |
7. How long we keep your information
We keep personal information only for as long as we need it. The periods below are suggested defaults; [confirm against Regenerage’s retention schedule].
Information | How long we keep it |
|---|---|
Donation and Gift Aid records | 6 years after the end of the financial year of the last donation claimed (HMRC requirement) |
Shop orders and financial records | 6 years after the end of the financial year |
Customer accounts | Until you close your account, or [2] years after your last login |
Hearing referral form submissions | [6 months] after the referral is passed to Discretion Hearing Ltd |
Unsuccessful job and volunteer applications | [6 months] after the role is filled |
Staff and volunteer records | [6] years after the role ends |
Service user records | [Period: confirm, in line with care sector guidance] |
Enquiries and correspondence | [2] years after the last contact |
Marketing preferences | Until you unsubscribe; we keep a minimal record so we do not contact you again |
Gifts in wills correspondence | [Period: confirm] |
Website analytics | Google Analytics: [14] months. Microsoft Clarity: up to 13 months. See the Cookie Policy for cookie lifetimes. |
8. Keeping your information safe
We use technical and organisational measures to protect your information. These include encrypted (HTTPS) connections, a website firewall and login protection, access controls and staff training. Card payments are handled by our payment provider, and we do not store full card details.
7. How long we keep your information
We keep personal information only for as long as we need it. The periods below are suggested defaults; [confirm against Regenerage’s retention schedule].
Information | How long we keep it |
|---|---|
Donation and Gift Aid records | 6 years after the end of the financial year of the last donation claimed (HMRC requirement) |
Shop orders and financial records | 6 years after the end of the financial year |
Customer accounts | Until you close your account, or [2] years after your last login |
Hearing referral form submissions | [6 months] after the referral is passed to Discretion Hearing Ltd |
Unsuccessful job and volunteer applications | [6 months] after the role is filled |
Staff and volunteer records | [6] years after the role ends |
Service user records | [Period: confirm, in line with care sector guidance] |
Enquiries and correspondence | [2] years after the last contact |
Marketing preferences | Until you unsubscribe; we keep a minimal record so we do not contact you again |
Gifts in wills correspondence | [Period: confirm] |
Website analytics | Google Analytics: [14] months. Microsoft Clarity: up to 13 months. See the Cookie Policy for cookie lifetimes. |
8. Keeping your information safe
We use technical and organisational measures to protect your information. These include encrypted (HTTPS) connections, a website firewall and login protection, access controls and staff training. Card payments are handled by our payment provider, and we do not store full card details.
9. Children
Our website and services are aimed at adults. We do not knowingly collect information from children under 13 through our website. If you think a child has given us their information, please contact us and we will delete it.
7. How long we keep your information
We keep personal information only for as long as we need it. The periods below are suggested defaults; [confirm against Regenerage’s retention schedule].
Information | How long we keep it |
|---|---|
Donation and Gift Aid records | 6 years after the end of the financial year of the last donation claimed (HMRC requirement) |
Shop orders and financial records | 6 years after the end of the financial year |
Customer accounts | Until you close your account, or [2] years after your last login |
Hearing referral form submissions | [6 months] after the referral is passed to Discretion Hearing Ltd |
Unsuccessful job and volunteer applications | [6 months] after the role is filled |
Staff and volunteer records | [6] years after the role ends |
Service user records | [Period: confirm, in line with care sector guidance] |
Enquiries and correspondence | [2] years after the last contact |
Marketing preferences | Until you unsubscribe; we keep a minimal record so we do not contact you again |
Gifts in wills correspondence | [Period: confirm] |
Website analytics | Google Analytics: [14] months. Microsoft Clarity: up to 13 months. See the Cookie Policy for cookie lifetimes. |
8. Keeping your information safe
We use technical and organisational measures to protect your information. These include encrypted (HTTPS) connections, a website firewall and login protection, access controls and staff training. Card payments are handled by our payment provider, and we do not store full card details.
9. Children
Our website and services are aimed at adults. We do not knowingly collect information from children under 13 through our website. If you think a child has given us their information, please contact us and we will delete it.
10. Your rights
You have the right to:
- ask for a copy of the personal information we hold about you
- ask us to correct information that is wrong or incomplete
- ask us to delete your information
- ask us to restrict how we use your information
- object to us using your information, including for direct marketing at any time
- ask us to transfer your information to another organisation
- withdraw your consent at any time, where we rely on consent (this does not affect anything we did before you withdrew)
Some rights depend on our lawful basis, and we may need to keep some information for legal reasons, for example Gift Aid records. To use any of these rights, contact [data protection email address] or write to us at Beech House, Lancastergate, Leyland, PR25 2EX. We will reply within one month.
Marketing preferences. You can stop our emails by clicking “unsubscribe” in any email, or change how we contact you by emailing hello@regenerage.org.uk or calling 01772 552850. We follow the Code of Fundraising Practice and are registered with the Fundraising Regulator. You can also use the Fundraising Preference Service.
7. How long we keep your information
We keep personal information only for as long as we need it. The periods below are suggested defaults; [confirm against Regenerage’s retention schedule].
Information | How long we keep it |
|---|---|
Donation and Gift Aid records | 6 years after the end of the financial year of the last donation claimed (HMRC requirement) |
Shop orders and financial records | 6 years after the end of the financial year |
Customer accounts | Until you close your account, or [2] years after your last login |
Hearing referral form submissions | [6 months] after the referral is passed to Discretion Hearing Ltd |
Unsuccessful job and volunteer applications | [6 months] after the role is filled |
Staff and volunteer records | [6] years after the role ends |
Service user records | [Period: confirm, in line with care sector guidance] |
Enquiries and correspondence | [2] years after the last contact |
Marketing preferences | Until you unsubscribe; we keep a minimal record so we do not contact you again |
Gifts in wills correspondence | [Period: confirm] |
Website analytics | Google Analytics: [14] months. Microsoft Clarity: up to 13 months. See the Cookie Policy for cookie lifetimes. |
8. Keeping your information safe
We use technical and organisational measures to protect your information. These include encrypted (HTTPS) connections, a website firewall and login protection, access controls and staff training. Card payments are handled by our payment provider, and we do not store full card details.
9. Children
Our website and services are aimed at adults. We do not knowingly collect information from children under 13 through our website. If you think a child has given us their information, please contact us and we will delete it.
10. Your rights
You have the right to:
- ask for a copy of the personal information we hold about you
- ask us to correct information that is wrong or incomplete
- ask us to delete your information
- ask us to restrict how we use your information
- object to us using your information, including for direct marketing at any time
- ask us to transfer your information to another organisation
- withdraw your consent at any time, where we rely on consent (this does not affect anything we did before you withdrew)
Some rights depend on our lawful basis, and we may need to keep some information for legal reasons, for example Gift Aid records. To use any of these rights, contact [data protection email address] or write to us at Beech House, Lancastergate, Leyland, PR25 2EX. We will reply within one month.
Marketing preferences. You can stop our emails by clicking “unsubscribe” in any email, or change how we contact you by emailing hello@regenerage.org.uk or calling 01772 552850. We follow the Code of Fundraising Practice and are registered with the Fundraising Regulator. You can also use the Fundraising Preference Service.
11. Complaints
If you are unhappy with how we have used your information, please contact us first so we can try to put it right. You also have the right to complain to the Information Commissioner’s Office (ICO):
- Website: ico.org.uk/make-a-complaint
- Phone: 0303 123 1113
12. Changes to this policy
We review this policy regularly and will post any changes on this page. This policy was last updated on 05/11/2026.