Hopspace privacy and cookie policy

Last updated: 6 April 2021


Hopspace exists to help our members find a workspace when and where they need it, most often near to where they live or roam. We are a community built on trust beyond workspace and work colleagues and strive to build connections between people. A fundamental part of earning that trust means being clear about how we use your information and protect your right to privacy.

This privacy Policy describes how Hopspace and its affiliates (“We,” “us,” or “Hopspace”), process personal information that we collect through the Hopspace platform.


Undefined terms in this privacy policy have the same definition as in our terms of service (“Terms”).


Categories of personal information that we collect

When you use our platform, apps or associated tools or services, we may collect the following kinds of personal information from you as needed:

  • Name, email address, telephone number and home, business and billing addresses
  • Government-issued identification required for booking, or identity verification such as passport, driving licence and government redress numbers which may be required for certain venues.
  • Payment information such as payment card number, expiry date and billing address
  • Location preferences and requests such as favourite venues and space types, and special accessibility needs, as available
  • Loyalty scheme and membership information
  • Birth date and gender
  • Geolocatio
  • Images, videos and other recordings
  • Social media account ID and other publicly available information
  • Communications with us (such as recordings of calls with customer service representatives for quality assurance and training purposes)
  • Searches that you conduct, transactions and other interactions with you on our online services and apps
  • Other communications that occur through the platform
  • The searches and transactions that are conducted through the platform
  • Data that you give us about other people, such as your companions or others for whom you are making a booking or providing as a referral.
  • Information that we receive about you from other Group companies and third parties, such as our business and affiliate partners and authorised service providers, which may include updated contact information, demographic information, interests and purchase history, and which we may add to your account or profile and use for market research and analysis

When you install any of our apps or use our platform, we automatically collect the following types of information from your device:

  • IP address
  • Unique device identification numbers
  • Internet browser type (such as Firefox, Safari, Chrome and Internet Explorer)
  • Internet service provider
  • Operating system
  • Mobile network
  • How your device has interacted with our online services, including the pages accessed, links clicked, bookings viewed and features used, along with associated dates and times
  • Details of any referring website or exit pages, as well as general geographic location (such as at the country or city level)

Our cookie policy further explains how we use cookies and similar tracking technology.

Mobile apps

When you download and use any of our mobile apps, we collect certain technical information from your device to enable the app to work properly and as otherwise described in this privacy policy. That technical information includes:

  • Device and telephone connectivity information such as your carrier, network type, network operator, subscriber identity module ('SIM') operator and SIM country
  • Operating system and version
  • Device model
  • Performance and data usage
  • Usage data, such as dates and times that the app accesses our servers, the features and links clicked in the app, searches, transactions and the data and files downloaded to the app
  • Device settings that are selected or enabled, such as Wi-Fi, Global Positioning System ('GPS') and Bluetooth (which may be used for location services, subject to your permission as explained below)
  • Mobile device settings
  • Other technical information such as app name, type and version, as needed, to provide you with services

Permissions for location-based services:

Depending on your device’s settings and permissions and your choice to participate in certain programs, we may collect the location of your device by using GPS signals, mobile phone towers, Wi-Fi signals, Bluetooth or other technologies. We will collect this information, if you opt in through the app or other program (either during your initial login or later) to enable certain location-based services that are available within the app (for example, locating the closest available workspace to you). To disable location capabilities of the app, you can log off or change your mobile device’s settings.


This section contains important information we are required by the General Data Protection Regulation (“GDPR”) to disclose, including (i) the controller(s) of your personal information; (ii) legal bases, (iii) your legal rights, (iv) Use of Personal Information, (v) Sharing of your personal information, (vi) safeguards we rely on for transferring your personal information outside the EEA.

i) Data controller

“Hopspace Limited, 4th Floor, Silverstream House, 45 Fitzroy Street, Fitzrovia, London, United Kingdom, W1T 6EB is the data controller responsible for your information under this privacy Policy. We are a company registered in England and Wales (Company number: 12754743).

We have appointed a data privacy manager who is responsible for overseeing questions in relation to this policy. If you have any questions about this policy, including any requests to exercise your legal rights, please contact the data privacy manager using the details set out below.

  • Full name of legal entity: Hopspace Limited
  • Email address: [email protected]
  • Postal address: 4th Floor, Silverstream House, 45 Fitzroy Street, Fitzrovia, London, United Kingdom, W1T 6EB

Third-party links

Our websites may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the policy of every website you visit.

ii) Legal basis

We will collect personal information from you only (i) where the personal information is necessary to perform a contract with you (e.g., manage your booking, process payments or create an account at your request), (ii) where the processing is in our legitimate interests and not overridden by your rights (as explained below) or (iii) where we have your consent to do so ( e.g., sending you marketing communications where consent is required). In some cases, we will have a legal obligation to collect personal information from you, such as where it is necessary to use your transaction history to complete our financial and tax obligations under the law.

If we ask you to provide personal information to comply with a legal requirement or to perform a contract with you, we will make this clear at the relevant time and advise you whether the provision of your personal information is mandatory or not (as well as of the possible consequences if you do not provide your personal information).

Certain countries and regions allow us to process personal information on the basis of legitimate interests. If we collect and use your personal information in reliance on our legitimate interests (or the legitimate interests of any third party), this interest will typically be to operate or improve our platform and communicate with you as necessary to provide our services to you, for security verification purposes when you contact us, to respond to your queries, undertaking marketing or for the purposes of potentially detecting or preventing illegal activities.

In some cases, we may use automated decision-making, for example, in relation to assessing fraudulent transactions or suspicious activity on our site. As part of this processing, automated decisions may be made by putting your personal information into a system and calculating the decision using automatic processes. If you pose a fraud risk, this may affect your ability to book on our site. You may have rights in relation to automated decision making, including the ability to request a manual decision-making process instead or to contest a decision based solely on automated processing. If you want to know more about your data protection rights, please see the Your rights and choices section below.

iii) Your legal rights

You have certain rights and choices with respect to your personal information, as described below:

  • If you have an account with us, you may change your communication preferences by either (1) logging in and updating the information in your account or (2) contacting us at [email protected]
  • You can control our use of certain cookies by following the guidance in our Cookie statement
  • You can update the accuracy of your information at any time by either logging into your account or contacting us
  • If you no longer wish to receive marketing and promotional emails, you may unsubscribe by clicking the ‘unsubscribe’ link in the email. You can also log in to your account to change communication settings or contact us. Please note that if you choose to unsubscribe from or opt out of marketing emails, we may still send you important transactional and account-related messages from which you will not be able to unsubscribe
  • For our mobile apps, you can view and manage notifications and preferences in the settings menus of the app and of your operating system
  • If we are processing your personal information on the basis of consent, you may withdraw that consent at any time by contacting us. Withdrawing your consent will not affect the lawfulness of any processing that occurred before you withdrew consent, and it will not affect our processing of your personal information that is conducted in reliance on a legal basis other than consent certain countries and regions provide their residents with additional rights relating to personal information. These additional rights vary by country and region, and may include the ability to:
  • Request a copy of your personal information
  • Request information about the purpose of the processing activities
  • Delete your personal information
  • Object to our use or disclosure of your personal information
  • Restrict the processing of your personal information
  • opt out of the sale of your personal information
  • Port your personal information
  • Request information about the logic involved in our automated decision-making that is used in our fraud prevention practices, and the result of such decisions

GDPR Data Subject Rights for EU Member states, UK, EEA & Switzerland

  • Right to be informed
  • Right of access
  • Right to rectification
  • Right to restrict processing
  • Right to data portability
  • Right to object
  • Rights in relation to automated decision making and profiling

In addition to the above rights, you may have the right to complain to a data protection authority about our collection and use of your personal information. However, we encourage you to contact us first so that we can do our best to resolve your concern. You may submit your request to us using the information in the section 3.i. We respond to all requests that we receive from individuals wanting to exercise their personal data protection rights in accordance with applicable data protection laws.

iv) Use of personal information

We use your personal information for various purposes described below,

Your use of online sites, apps and services:

  • Book the requested work space or enable booking of a Dine & work and Stay & work property
  • Provide services related to the booking and/or account
  • Create, maintain and update user accounts on our platform and authenticate you as a user
  • Maintain your search and booking history, location and workspace preferences and similar information about your use of the Hopspace platform and services, and as otherwise described in this privacy statement
  • Enable and facilitate acceptance and processing of payments, coupons and other transactions
  • Administer loyalty and rewards schemes
  • Collect and enable booking-related reviews
  • Help you to use our services faster and more easily through features, such as the ability to sign in using your account within the online services and Social media sites

Communications and marketing:

  • Respond to your questions and requests for information, and process information choices
  • Enable communication between you and the venues offering workspace, such as Serviced offices and hospitality venues.
  • Contact you (such as by text message, email, phone calls, mail, push notifications or messages on other communication platforms) to provide information such as booking confirmations and updates, for marketing purposes or for other purposes as described in this privacy statement
  • Maintain your search and booking history, location and workspace preferences and similar information about your use of the Hopspace platform and services, and as otherwise described in this privacy statement
  • Market our products and services, optimise such marketing to be more relevant to you and measure and analyse the effectiveness of our marketing and promotions
  • Administer promotions such as contests, sweepstakes and similar giveaways

Other business purposes and compliance

  • Conduct surveys, market research and data analytics
  • Maintain, improve, research and measure the effectiveness of our sites and apps, activities, tools and services
  • Monitor or record calls, chats and other communications with our customer service team and other representatives, as well as platform communications for quality control, training, dispute resolution and as described in this privacy statement
  • Create aggregated or otherwise anonymised or de-identified data, which we may use and disclose without restriction where permissible
  • Promote security, verify identity of our customers, prevent and investigate fraud and unauthorised activities, defend against claims and other liabilities and manage other risks
  • Comply with applicable laws, protect our and our users’ rights and interest, defend ourselves and respond to law enforcement, other legal authorities and requests that are part of a legal process
  • Administer promotions such as contests, sweepstakes and similar giveaways
  • Comply with applicable security and anti-terrorism, anti-bribery, customs and immigration and other such due diligence laws and requirements
  • Operate our business using lawful business purposes and as permitted by law

v) Sharing of personal information

We share your personal information as described below and in this privacy statement, and as permitted by applicable law.

  • Third-party service providers. We share personal information with third parties in connection with the delivery of services to you and the operation of our business (for example, to provide credit card processing, customer service, business analytics and fraud prevention and compliance services, and to serve you with advertising that is tailored to your interests). These third-party service providers are required to protect personal information that we share with them, and may not use any directly identifying personal information other than to provide services that we contracted them for. They are not allowed to use the personal information that we share for purposes of their own direct marketing (unless you have separately consented with the third party under the terms provided by the third party).
  • Venues. We share personal information with workspace providers such as Serviced offices and hospitality venues to fulfil your booking.
  • Business partners and offers. If we promote a programme or offer a service or product in conjunction with a third-party business partner, we will share your information with that partner to assist in marketing or to provide the associated product or service. In most of those cases, the programme or offer will include the name of the third-party business partner, either alone or with ours, or you will be redirected to the website of that business with notice. An example of such a business partner relationship would be a third-party loyalty scheme for which you could earn points by completing a booking on our platform.
  • Other third parties. When you access certain features, such as Facebook’s 'Like' button or a single sign-on that allows you to log in to our online services with your social media credentials, you will share information with the third party—a social media company, for example—such as the fact that you have visited or interacted with us. By choosing to log in using social media sharing or sign-on buttons on our website you accept our use of cookies and similar technologies. For more information, see our Cookie statement below. The third-party provider may combine this information with other information that they have about you. The personal information shared will be governed by the third-party provider’s privacy policy (including any personal information that we may access via the third-party provider). The third-party providers should inform you about how you can modify your privacy settings on their site.
  • Legal rights and obligations. We may disclose your personal information to enforce our policies, or where we are permitted (or believe in good faith that we are required) to do so by applicable law, such as in response to a request by a law enforcement or governmental authority, in connection with actual or proposed litigation, or to protect and defend our property, people and other rights or interests. We may also share your personal information pursuant to a subpoena or other legal request, or as necessary to remit certain taxes in the course of processing payments as required by law or legal process.
  • Corporate transactions. We may share your personal information in connection with a corporate transaction, such as a divestiture, merger, consolidation, assignments or asset sale, or in the unlikely event of bankruptcy. In the case of any acquisition, we will inform the buyer that it must use your personal information only for the purposes disclosed in this privacy statement

(vi) Safeguards we rely on for transferring your personal information outside the UK & EEA.

The personal information that we process may be transmitted or transferred to countries other than the country in which you reside. Those countries may have data protection laws that are different from the laws of your country.

The servers for our platform are located in the United Kingdom. The third-party service providers operate in many countries around the world. When we collect your personal information, we may process it in any of those countries.

We have taken appropriate steps and put safeguards in place to help ensure that your personal information remains protected in accordance with this privacy statement. For example, any data transfers between our group companies will be governed by our intragroup agreements which incorporate strict data transfer terms (including the European Commission's Standard Contractual Clauses, for transfers from the EEA) and require all group companies to protect the personal information that they process in accordance with applicable data protection law.

We also require that third-party service providers to whom data transfers are made have appropriate safeguards in place to protect your personal information, in compliance with applicable data protection law. The particular measures used will depend on the service provider, and our agreements with them may include Standard Contractual Clauses approved by the European Commission and reliance on the service provider's binding corporate rules, as defined by the UK ICO and the European Commission.

4. Security

We want you to feel confident about using our platform and all associated tools and services, and we are committed to taking appropriate steps to protect the information that we collect. While no company can guarantee absolute security, we do take reasonable steps to implement appropriate physical, technical and organisational measures to protect the personal information that we collect and process. We use highest industry standards in managing the User’s personal and financial data.

5. Record retention

We will retain your personal information in accordance with all applicable laws for as long as it may be relevant to fulfil the purposes set forth in this privacy statement, unless a longer retention period is required or permitted by law. We will de-identify, aggregate or otherwise anonymise your personal information if we intend to use it for analytical purposes or trend analysis over longer periods of time.

The criteria that we use to determine our retention periods include:

  • The duration of our relationship with you, including any open accounts that you may have with us, or recent bookings or other transactions that you have made on our platform
  • Whether we have a legal obligation related to your personal information, such as laws requiring us to keep records of your transactions with us
  • Whether there are any current and relevant legal obligations affecting how long we will keep your personal information, including contractual obligations, litigation holds, statutes of limitations and regulatory investigations

Updates to privacy statement

We may update this privacy statement in response to changing laws or technical or business developments. You can see when this privacy statement was last updated by checking the 'last updated' date displayed at the top of this statement.


Types of cookies and similar technologies

Cookies are small pieces of text that are sent as files to your computer or mobile device when you visit most websites. Cookies may be delivered by us (first-party cookies) or delivered by a third-party partner or supplier (third-party cookies). Cookies are either session cookies or persistent cookies. Session cookies enable sites to recognise and link the actions of a user during a browsing session and expire at the end of each session. Persistent cookies help us recognise you as an existing user and these cookies are stored on your system or device until they expire, although you can delete them before the expiry date. Other similar technologies

  • Web beacons, GIFs and clear GIFs are tiny graphics, each with a unique identifier, that are embedded invisibly on sites and in emails. Web beacons allow us to know if a certain page was visited, or if ad banners on our sites and other sites are effective. We also use web beacons in our HTML-based emails to let us know whether our emails have been opened by recipients, which helps us to gauge the effectiveness of certain communications, promotions and marketing campaigns.
  • Proximity-based beacons send one-way signals over very short distances, to communicate with associated mobile apps installed on your phone. They can notify you about experiences related to your booking, for example, and can alert you to related deals or promotions. Beacons only communicate with your device when you are in close proximity, and only if you have given consent within the relevant mobile application.
  • Pixels are small objects embedded into a web page that are not visible to the user. We use pixels to deliver cookies to your computer, facilitate the log-in process, monitor the activity on our sites and deliver online advertising.
  • Tags are small pieces of HTML code that tell your browser to request certain content generated by an ad server. We use tags to show you relevant advertising and promotions.
  • Scripts are pieces of JavaScript code that launch automatically when certain web pages load, to determine whether or not users view associated advertisements.
  • Local storage objects, such as HTML 5, are used to store content and preferences. Third parties with whom we partner to provide certain features on our site to display advertising based upon your web browsing activity use local storage objects to collect and store information.

All the technologies described above will be collectively referred to in this Cookie statement as 'cookies'.

Hopspace’s use of cookies

We use cookies for a number of reasons, including to:

  • Help us to improve your experience when visiting our sites
  • Fulfil transactions and ensure that our sites perform as intended
  • Remember your preferences, such as language, region or currency
  • Provide you with relevant advertising and analyse performance of the ads
  • Enable you to return to previous travel searches
  • Identify errors on our sites
  • Help with data protection and potentially detect and investigate malicious or fraudulent activity
  • Help us to understand traffic to our site, including time and date of the visit, time and date of the last visit and other information
  • Analyse how well our sites are performing

Types of information collected by cookies

The types of information that we collect through cookies include:

  • IP address
  • Device ID
  • Viewed pages
  • Browser type
  • Browsing information
  • Operating system
  • Internet service provider
  • Whether you have responded to, or interacted with, an advertisement
  • Referring or referred links or URLs
  • Features used and activities engaged in on our sites and in our apps See the 'Categories of personal information that we collect' section in our Privacy statement for more information on what types of information are collected automatically.
  • Analyse how well our sites are performing
  • Analyse how well our sites are performing

Types and functions of cookies

Essential cookies

Certain cookies are required or 'essential' for our sites to function as intended. Essential cookies are necessary for you to navigate our site and use certain features, such as logging in to your account and managing your bookings. These cookies are also used to remember security settings that allow access to particular content. Lastly, we use essential cookies to collect information on which web pages visitors go to most, so we can improve our online services. You are not able to opt out of essential cookies.

Other types of cookies

We also use other types of cookies to make our site engaging and useful to you:

  • Functional cookies. We want to make sure that when you visit our site, your preferences (such as your preferred language), settings and previous searches are remembered. Functional cookies enhance your experience on our site.
  • Analytics cookies. We use analytics cookies to:
    • Understand our site’s performance and how it is used, including the number of visitors, how long you stay on the site and which parts of the site you visit. We can see details about how visitors interacted with the site, such as the number of clicks that visitors made on a given page, their mouse movements and scrolling activity, the search words that visitors used and the text that visitors enter into various fields
    • Test different designs and features for our site
    • Monitor how our visitors reach our sites
    • Determine effectiveness of our advertising
    • Improve our services, including your experience on our site
  • For analytics, our third-party service providers may use cookies to perform their services and may combine the information that they collect about you on our sites with other information that they have collected. For example, we use Google Analytics cookies to monitor the performance of our sites. Our ability to use and share information collected by Google Analytics about your visit to our sites is restricted by the Google Analytics Terms of Use and the Google privacy Policy. This Cookie statement does not cover such third parties’ use of your information. Some analytics cookies can perform tasks that are essential and/or functional to online services, such as enabling site improvements and testing changes on a site.

  • Advertising cookies. Hopspace and our third-party advertising partners may use advertising cookies to show you advertisements, both on and off our sites, that are based on your interests. We may allow third parties to collect information about your online activities through cookies to perform their services, and may combine the information that they collect about you on our sites with other information that they have collected. These third parties include business partners who collect information when you view or interact with one of (1) their advertisements on our sites or (2) our advertising or booking information on their sites and advertising networks, which collect information about your interests when you view or interact with one of the advertisements or tracking mechanisms that they place on many different sites on the Internet. Our partners may make assumptions about your interests, characteristics or preferences, and add you to groups based on those assumptions in order to show you tailored advertisements. Hopspace does not have access to the cookies that these third parties may use to collect information about your interests, and the information practices of these third parties are not covered by this Cookie statement or our Privacy Policy. Some of these companies are members of the Network Advertising Initiative, which offers a single location to opt out of ad targeting from member companies. To learn more, please click here and here.

Your information choices

You can choose not to receive tailored online advertising on this site and other sites and learn more about opting out of having your information used for tailored advertising purposes by accessing: http://www.youronlinechoices.eu/

Note that if you choose not to receive tailored ads, you will still see online advertisements, but they will be general and less relevant to you.

How can you manage your cookies?

You can set or amend your web browser controls to accept or refuse cookies whenever you like, but please remember that if you do choose to reject cookies, your access to some of the functionality and areas of our site may be restricted

Do Not Track signals and similar mechanisms

Some web browsers may transmit Do Not Track signals to sites with which the browser communicates. Because of differences in how web browsers incorporate and activate this feature, it is not always clear whether users intend for these signals to be transmitted, or whether users are even aware of them. Participants in the leading organisation for setting Internet standards that is addressing this issue are in the process of determining what, if anything, sites should do when they receive such signals. We currently do not take action in response to these signals. If and when a final standard is established and accepted, we will reassess our sites’ responses to these signals and make appropriate updates to this Cookie statement.

Updates to Cookie policy

We may update this cookie policy in response to changing laws or technical or business developments. You can see when this policy was last updated by checking the 'last updated' date displayed at the top of this statement.

We use cookies to ensure you get the best experience on our website. Learn more

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[email protected]

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