Policies and procedures
Read how we run the store and look after your information.
Privacy policy
Last updated: 13 September 2026 Who we are Wandsworth Work and Play, known as the Scrapstore, is a registered charity (number 1041641) based at Hazelhurst Estate, 13 Blackshaw Road, London SW17 0DA. We are the data controller for the personal information described in this policy. You can contact us about anything in it at info@workandplayscrapstore.org.uk or by post at the address above. What information we collect We collect only what we need to run the Scrapstore: 1. When you join, renew or apply to volunteer: your name, email address, date of birth, and, if you give them, your phone number, a photograph of yourself, and the name of a support person who may accompany you. For a group membership we also collect your organisation's name and type, and the names and email addresses of the people who collect on its behalf. 2. When you visit: a record of your check-in at the door (your name, the date and time, and whether the check-in succeeded). Visitors who visit without joining give their name, contact details and whether they would like to hear from us. 3. When you pay: the amount, date and method of your payment, and a payment reference. Card details are handled by our payment processor, and never reach us. 4. When you use our member app: your bookings, volunteering days, feedback, support tickets, notices you have read, and a log of significant actions on your account (for example signing in, booking a visit, renewing) so we can help if something goes wrong. 5. When you subscribe to our newsletter or make an enquiry through our website: your email address, your name if you give it, and what you wrote. 6. When you browse our website: nothing that identifies you. Our website sets no advertising or tracking cookies, and our visitor statistics are collected without cookies or personal identifiers. We do not ask for, and ask you not to send us, information about your health, ethnicity, religion, politics or finances. Where a concession membership applies, we ask only to see the relevant card or proof on your first visit; we do not record why you hold it. Why we use it, and our lawful basis 1. To provide your membership and run the store (checking you in, recording visits, renewals, invoices, receipts, your membership card and certificate): this is necessary to perform our agreement with you. 2. To manage volunteering (applications, bookings, planned hours, attendance): our agreement with you as a volunteer, and our legitimate interest in running a safe, well-staffed store. 3. To keep the store secure and prevent misuse (the check-in record, the account activity log): our legitimate interest in the safety of members, volunteers and staff. 4. To send you service messages (booking confirmations, renewal reminders, receipts, replies to your feedback or tickets): our agreement with you. 5. To send you our newsletter and special-event news: only with your consent, which you can withdraw at any time from your account settings or the unsubscribe link in every newsletter. 6. To show your birthday on our in-store birthday wall: only with your consent. 7. To keep accounting records: our legal obligations as a charity. 8. To understand how the store is used and report on our impact: our legitimate interest, using figures that do not identify individuals. Who sees it Inside the charity, our staff and trustees see the information they need to run the store; trustees see member records only in their governance role. We use a small number of service providers, who act on our instructions under written agreements: a database and login provider (hosted in the United Kingdom), a website and app hosting provider, a payment processor (which handles card details under its own privacy policy and never passes them to us), an email delivery service, and a content delivery and cookie-free analytics service. Some of these providers process data outside the United Kingdom. Where that happens, the transfer is covered by the UK's adequacy decisions or by the UK International Data Transfer Addendum to the standard contractual clauses, as provided in each provider's terms. We do not sell your information, and we do not share it with anyone else unless the law requires it. A current list of our providers is available on request from info@workandplayscrapstore.org.uk. How long we keep it 1. Membership and volunteering records: for the life of your membership or volunteering, and for six years afterwards for accounting and legal purposes, after which we delete or anonymise them. 2. Payment records: seven years, as required for charity accounts. 3. Check-in records and the account activity log: 24 months. 4. Visitor visit details: 12 months, or for as long as you are subscribed to hear from us if you opted in. 5. Newsletter subscriptions: until you unsubscribe. 6. Enquiries: 12 months. If you close your account, we anonymise your personal details straight away while keeping the payment records the law requires. Your rights You can ask us for a copy of the information we hold about you, ask us to correct it, ask us to delete it, object to our use of it, ask us to restrict it, and ask for a copy in a machine-readable form. Members can download their own data from their account settings at any time. To exercise any right, email info@workandplayscrapstore.org.uk; we will respond within one month. If you are unhappy with how we handle your information you can complain to the Information Commissioner's Office at ico.org.uk or 0303 123 1113. Children Children aged 12 and over are welcome in the store with an adult. Membership accounts are for adults; a school or group membership is held by the organisation, and we do not create accounts for children. Changes We will post any changes here with a new date, and tell members of significant changes by email.
Cookie policy
Last updated: 13 September 2026 Our website uses no cookies for advertising or tracking. Our visitor statistics are collected by a cookie-free analytics service that uses no personal identifiers. Because of this, we do not show a cookie banner. Our member app sets a small number of strictly necessary cookies to keep you signed in and to keep the app secure. These cannot be switched off without stopping the app from working, and they are not used for any other purpose. Social media feeds on our website load only when you choose to load them by pressing the button. Until then, nothing from those platforms is loaded. If you do load them, those platforms may set their own cookies under their own policies. Our website is currently in preview behind a simple access code; the code is stored on your device so you are not asked for it again, and it identifies nobody.
Using the store (store terms)
Last updated: 13 September 2026 These terms apply to everyone who enters the Scrapstore. 1. Who can come in. Members, registered collectors for a group membership, volunteers, staff and trustees, checked in at the door by name and date of birth. Membership is personal: an individual membership admits the named member only, plus a support person recorded on the member's account. Children aged 12 and over are welcome with an adult, and parents with prams are welcome. Anyone else may make one visit before joining, by giving their name and contact details at reception and agreeing to these terms. A visitor may look around but may not take materials; to take materials, join as a member. 2. Opening times. Tuesdays and Thursdays 11am to 5pm, and the first and third Saturday of each month 11am to 4pm. We may close or change hours at short notice; we will post changes on our website and noticeboard. 3. Materials. Most of what you find is free to members, with a small charge for a few items, shown in store. Materials are donated and supplied as they are; please check anything you take is suitable for your use. Materials are donated for creative reuse and are taken under the fair use and no resale terms of your membership; they must not be sold in their raw state. 4. Your safety. The store holds bulky and sometimes sharp materials. Please take care, follow any instructions from staff and volunteers, supervise children you bring, and tell us straight away if you see anything unsafe. We are responsible for injury caused by our negligence; we are not responsible for loss or damage to your belongings, or for injury caused by your own failure to take reasonable care. 5. Behaviour. Everyone is welcome here. We do not tolerate abusive, discriminatory or threatening behaviour towards anyone in the store. We may ask anyone behaving in that way to leave, and may pause or end their membership. 6. Donating materials. We accept donations by arrangement only; please email or call reception first so we can check what you have. Please do not leave items at the door. 7. Photography. Please ask before photographing other people in the store. We sometimes photograph the store for our website and social media; we will ask for your consent before using any photograph in which you can be recognised. 8. Lost property, animals, smoking. Lost property is kept at reception for one month. Assistance animals are welcome; other animals are not. The store is a no smoking and no vaping building. 9. Changes. We may update these terms; the current version is always on our website.
Membership terms and conditions
Last updated: 24 October 2026 1. Types and fees. Individual £65 a year; Artist £80 a year (for people who work professionally as artists or makers); Student £40 a year (proof of current student status shown on your first visit); Hazelhurst Residents £30 a year (residents of the Hazelhurst Estate). Access for All (£30 a year) closed to new members on 24 October 2026, after Wandsworth Council ended its Access for All scheme. Members who already hold it can continue to renew at that rate until we tell them otherwise. Group membership for schools, nurseries, childminders, charities and community groups is priced by how many people will use the materials, from £85 a year for up to 15, and the organisation names the people who collect on its behalf (up to ten). Fees are shown on our website and may change; changes apply from your next renewal. 2. Term. Individual memberships start on the day you register and run for twelve months. Organisations may choose a start month, from the first of the month, up to three months ahead; the twelve months run from that date. 3. Payment. Online by card through Stripe, in store, or by bank transfer against an invoice using the payment reference we give you. A membership paid by bank transfer becomes active when we confirm the payment has arrived. 4. Cancelling. If you join or renew online you may cancel within 14 days for a full refund, provided you have not yet used the membership to visit the store. To cancel, email info@workandplayscrapstore.org.uk. After those 14 days, or once you have used your membership, any refund on cancelling is at the Scrapstore's discretion. 5. Renewal. We will remind you before your membership ends. You have 30 days after the end date to renew and keep your membership continuous; after that you can rejoin at any time, and your original joining date stays on your record. 6. What membership gives you. Entry to the store on every open day, the materials on our shelves (most free, a few with a small charge), a digital membership card, an annual membership certificate, and our member newsletter if you choose it. 7. Fair use, and no resale. Materials on our shelves are donated for creative reuse. You may take what you can reasonably use for your own creative work, teaching or project; the store may set limits on quantities of particular materials, and staff may ask you to take less where a request is unreasonable or would leave little for other members. You must not sell, trade or supply materials taken from the Scrapstore in their raw state, whether in person or online, and you must not take materials for stock, for resale, or for another business. You may only sell finished works you have made using our materials when the beneficiary is a charity. A group membership's collectors take materials for their organisation's own use only. Persistent unreasonable taking, or any resale of raw materials, may lead to the membership being paused or ended under clause 10. 8. Personal membership. An individual membership is for you only. You may record one support person on your account who can accompany you. A group membership admits its named collectors, each of whom is checked in individually. 9. Concessions. Concession memberships are granted on your declaration when you join; please bring the relevant card or proof on your first visit. If the proof is not available, we will ask you to move to the applicable rate. 10. Pausing or ending a membership. We may pause or end a membership where these terms or the store terms are broken, where a concession cannot be verified, or where payment is not received. We will tell you by email, and you can contact us to discuss it. 11. Your details. We use your information as described in our privacy policy. Keep your details up to date in your account. 12. Changes to these terms. We may update these terms; we will tell members by email of any significant change.
Disclaimer
Last updated: 12 September 2026 The information on our website and in our member app is provided in good faith and kept as up to date as we can. Opening times, prices and what is on our shelves can change without notice. Nothing on the website is advice about the suitability of any material for a particular purpose; materials are donated and supplied as they are, and you should check anything you take is safe and suitable for how you intend to use it. Our website links to other organisations' websites. We are not responsible for their content or their handling of your information. Nothing in this disclaimer limits our responsibility for death or personal injury caused by our negligence, or anything else the law does not allow us to exclude.
Report a concern
Last updated: 12 September 2026 If something at the Scrapstore worries you, we want to know. This covers the safety of anyone in the store, the behaviour of a member, volunteer, staff member or trustee, how your information has been handled, or anything you think we have got wrong. 1. How to report. Email info@workandplayscrapstore.org.uk with "Concern" in the subject line, speak to a member of staff in the store, or use the Feedback section of the member app and choose "Complaint". If you would rather speak to a trustee, write to the Chair of Trustees at the store address marked "Private". 2. What happens next. We will acknowledge your report within five working days, look into it, and tell you the outcome within 20 working days where we can. If it is about a member of staff or a volunteer, a trustee will lead the review. If it concerns the safety of a child or an adult at risk, we will act straight away and, where needed, contact the relevant authorities. 3. Anonymous reports. You can report anonymously, though we may not be able to tell you the outcome. 4. Not satisfied? You can raise the matter with the Charity Commission for England and Wales at gov.uk/complain-about-charity. Concerns about your personal information can also be raised with the Information Commissioner's Office at ico.org.uk.