Flowers Feltham Privacy Policy

Introduction

This Privacy Policy describes how Flowers Feltham ("we", "our", or "us") handles your personal information when you place an order with us as a customer in Feltham or the surrounding districts. We are committed to protecting your privacy and complying with the UK General Data Protection Regulation (GDPR). This policy explains what data we collect, how and why we process it, your rights regarding your personal data, and the measures we take to safeguard it.

Scope of This Policy

This Privacy Policy applies to all individual customers who place orders with Flowers Feltham, either directly through our physical shop, telephone orders, or our online ordering system, and who reside in Feltham and the neighbouring districts. By placing an order with us, you agree to the terms set out in this policy.

Data We Collect

We collect and process different types of personal data depending on your interaction with us and the services you request. The data collected may include:

• Identification Data: Full name, billing address, and where applicable, company name for business customers
• Contact Information: Delivery address, email address (if provided), telephone number
• Order Details: Product selections, order value, preferred delivery date and time, special instructions
• Payment Information: Card and payment details (handled securely by third-party processors and not stored or retained by Flowers Feltham)
• Communication Data: Records of correspondence with us, inquiries, or customer service messages
• Website Usage Data: Cookies and analytics data for the functionality and improvement of our website (where applicable)

Lawful Basis for Processing

We only process your personal data where permitted under the lawful bases established by the UK GDPR, which include:

• Performance of a Contract: Most data collected is necessary to fulfill your order and deliver your floral products to the requested address.
• Legal Obligation: Some records must be kept to comply with tax, accounting, and other regulatory requirements.
• Legitimate Interests: We may use data for purposes such as service quality improvement, prevention of fraud, and ensuring the security of our services, provided such interests are not overridden by your rights.
• Consent: With your explicit consent, we may send you marketing communications or retain information for purposes beyond order fulfillment. You may withdraw your consent at any time.

How We Use Your Data

Personal data is used solely for purposes outlined in this policy and only to the extent required for the following:

• Processing and fulfilling your flower orders
• Confirming orders and facilitating delivery
• Communicating with you in relation to your order, including providing customer support
• Complying with legal and financial obligations
• Improving our services and website functionality through aggregated analytics
• Where you have opted in: sending occasional updates, offers, or news about Flowers Feltham

Data Retention

Your personal data will be retained only as long as necessary for the purposes set out above and in line with our legal obligations:

• Order and transaction data is kept for a minimum period required by tax and accounting regulations, typically up to seven years from the date of order.
• Customer correspondence and order history is generally retained for up to five years to support aftercare and repeat orders, unless a longer or shorter period is required or permitted by law.
• Any data held for marketing purposes will be kept until you withdraw your consent.

Data Processors and Data Sharing

Flowers Feltham uses certain trusted third-party service providers (processors) to help deliver our services and process your data securely. These include:

• Payment Service Providers: Secure processing of card and other payment transactions
• IT and Hosting Providers: Secure hosting and operation of our website and communication systems
• Logistics Partners: Delivery partners required to deliver your order to the requested location
• Professional Advisors: Accountants or legal advisors, where necessary for compliance and legal defense

All processors are contractually required to protect your personal data in accordance with UK GDPR requirements and may only use data for the specific purposes Flowers Feltham assigns.

We do not sell your data or share it with third parties for purposes unconnected to your orders. Personal data may only be disclosed if required by law, regulatory authorities, or for the defense of legal claims.

Data Security

We implement appropriate technical and organizational security measures to protect your personal data, including physical, electronic, and managerial procedures that safeguard the information we collect. Our systems and practices are regularly reviewed to ensure continued compliance and safety.

Your Data Rights

As a customer, you have specific rights under the UK GDPR:

• Right to Access: Request a copy of the personal data we hold about you
• Right to Rectification: Ask us to correct inaccuracies in your data
• Right to Erasure: Request deletion of your data where lawful grounds permit
• Right to Restrict Processing: Ask us to limit how we use your information
• Right to Data Portability: Obtain and reuse your data across different services
• Right to Object: Object to processing where we rely on legitimate interests or for direct marketing
• Right to Withdraw Consent: Withdraw any consent you have given us, at any time

To exercise your rights, please contact us through the channels indicated on our website or instore. We will respond to your request in line with applicable legal requirements.

Changes to This Policy

This Privacy Policy may be periodically reviewed and updated. We will update the version published on our website and note the date of revision. We encourage you to check the policy from time to time.

Contact Details and Further Information

If you have any questions, concerns, or wish to exercise your rights regarding your personal data, please reach out via the contact details provided on our website or visit our shop in Feltham.

This policy is effective as of June 2024.