Privacy Policy for Flowers Hillingdon Customers

Introduction

This Privacy Policy explains how Flowers Hillingdon collects, uses, stores, and protects your personal information when you place orders with us. We are committed to safeguarding your privacy and handling your data transparently, in compliance with the UK General Data Protection Regulation (GDPR) and relevant Data Protection laws. This policy applies to all customers placing orders with Flowers Hillingdon from Hillingdon and surrounding districts.

What Data We Collect

To fulfil your orders and provide tailored customer service, we may collect and process the following types of personal data:

• Contact Information: Name, delivery address, billing address, and occasionally postcode.
• Communication Details: Telephone number, where relevant, and communication records with our customer service team.
• Order Information: Details of products ordered, delivery instructions, and order history.
• Payment Data: Transaction details, such as payment confirmation (we do not store card details, which are processed by secure payment processors).
• Technical Data: Usage data including IP address, device and browser information to enhance your experience with our website and services.
• Marketing Preferences: Your expressed preferences regarding receiving marketing communications from us (only where you have opted in).

Lawful Basis for Processing

We only process your personal data where permitted by law. The lawful bases for Flowers Hillingdon’s processing of personal data include:

• Contractual Necessity: To take steps at your request when making an order and to fulfil your order contract, including processing payments, arranging delivery, and communicating order status.
• Legitimate Interests: To improve services, ensure security, and handle customer support enquiries. We always consider any potential impact on your rights when relying on this basis.
• Legal Obligation: To comply with statutory requirements, such as record-keeping for accounting and tax purposes.
• Consent: To send you marketing information via email or other channels if you have opted in. You can withdraw consent for marketing at any time.

How We Use Your Data

Your personal data may be used for the following purposes:

• Processing and delivering your flower orders, including communicating delivery details to relevant personnel.
• Managing payments and refunds securely via trusted payment processors.
• Providing customer support and responding to your enquiries.
• Sending service notifications, invoices, and confirmations relevant to your purchase.
• Improving our services by analysing trends and customer feedback.
• Fulfilling legal obligations related to accounting or fraud prevention.
• Sending marketing communications only if you have given your consent, with the ability to opt out at any time.

Data Retention

We retain your personal information only as long as is necessary to fulfil the purposes outlined in this policy, including for contractual, legal, and regulatory requirements. Generally, order and transaction data are retained for up to six years to comply with tax and accounting regulations. Personal data used for marketing communications will be retained until you withdraw your consent or request erasure, whichever occurs first. When your data is no longer required, it will be securely deleted or anonymised.

Processors and Sharing of Data

We work with reputable third-party service providers (data processors) to support our business operations, including payment processing, website hosting, email delivery, and IT support. These processors are contractually obligated to handle your personal data only on our instructions, keep it secure, not use it for their own purposes, and act in accordance with GDPR requirements.

We may also share your data when required by law, such as for fraud prevention or to regulatory authorities. Other than as outlined above, we do not sell, lease, or exchange your personal data with third parties for commercial purposes.

Your Rights Under GDPR

As a data subject under GDPR, you have several rights relating to your personal information:

• Right of Access: You can request a copy of the personal data we hold about you.
• Right to Rectification: You may ask us to correct or complete inaccurate or incomplete information.
• Right to Erasure: In certain circumstances, you have the right to request deletion of your personal information.
• Right to Restrict Processing: You can request that we limit how we use your information in specific situations.
• Right to Data Portability: You are entitled to receive a copy of your data in a structured, machine-readable format and have the right to transmit those data to another controller, where feasible.
• Right to Object: You may object to the processing of your data based on legitimate interests or direct marketing purposes.
• Right to Withdraw Consent: Where processing is based on your consent, you can withdraw it at any time.

To exercise any of these rights, please contact us using the details provided on our website or in your order confirmation documents. We aim to respond to all valid requests within one month and will keep you informed throughout the process.

Protecting Your Data

We are committed to keeping your data secure. Flowers Hillingdon implements appropriate technical and organisational measures to prevent unauthorised access, alteration, disclosure, or loss of your personal information. This includes secure servers, data encryption where appropriate, restricted access protocols, regular reviews of our data processing practices, and staff training.

Changes to This Policy

Flowers Hillingdon may update or amend this privacy policy from time to time to reflect changes in our practices, legal requirements, or customer feedback. The latest version will always be available via our website. We recommend that you review this policy periodically to stay informed of our data protection practices.

Contact and Further Information

If you have further questions about how we handle your personal data, our data protection practices, or anything regarding your privacy rights, please refer to our website’s contact section. We are always happy to help and provide further information where needed.