How Flowers Hanwell Uses Your Personal Data

Introduction

This Privacy Policy explains how Flowers Hanwell ('we', 'us', 'our') collects, uses, shares, and protects your personal data when you place orders with us from Hanwell and the surrounding districts. We are committed to safeguarding your privacy and ensuring that your personal information is protected in accordance with the General Data Protection Regulation (GDPR) and all relevant UK data protection laws.

Scope of This Policy

This policy applies to all customers of Flowers Hanwell who order our goods and services, whether online, by telephone, or in person, within Hanwell and its surrounding districts. It outlines how we use your information, our legal justification for doing so, and your rights under the GDPR.

What Personal Data We Collect

We may collect and process the following types of personal data when you place an order or interact with us:

  • Identity Information: such as your name and title.
  • Contact Information: including your address, delivery address, and telephone number.
  • Order Information: details about products or services you order from us, recipients' names and addresses, and any special instructions you provide.
  • Payment Information: payment method details (note: we do not store full payment card information).
  • Communications: records of your communications with us, including feedback, complaints, or queries.
  • Technical Information: such as IP addresses, device information, and browsing activity if you visit our website.

Lawful Bases for Processing Your Data

Under GDPR, we must have a valid lawful basis to process your personal data. Flowers Hanwell relies on the following lawful bases:

  • Performance of a Contract: most of the data we collect is necessary to process and deliver your order, respond to your enquiries, and provide customer service.
  • Legal Obligation: we may process data to comply with legal requirements, such as record-keeping for tax purposes.
  • Legitimate Interests: we may process personal data as necessary for our legitimate business interests, such as improving our services, preventing fraud, or handling customer feedback, provided these interests do not override your rights and interests.
  • Consent: if we wish to send you marketing communications, we will only do so with your consent, which you can withdraw at any time.

How We Use Personal Data

Your data is used to:

  • Process and fulfil your orders, including delivery and communications regarding your purchase.
  • Provide customer support and address any queries or complaints you may have.
  • Comply with legal and regulatory obligations.
  • Maintain business records and carry out administrative tasks.
  • Improve our services by understanding customer preferences and purchasing habits.
  • Send you relevant updates or marketing content, if you have opted to receive these.

Data Processors and Sharing

Flowers Hanwell uses carefully selected third-party service providers ("data processors") to assist with functions such as payment processing, order delivery, IT support, and marketing (where applicable). All data processors are required to handle your information securely and in accordance with GDPR regulations. We do not sell or rent your personal data to third parties.

Your personal data may be shared with:

  • Delivery couriers or logistics partners to fulfil your order.
  • Payment service providers to process transactions.
  • IT service providers maintaining our systems and website security.
  • Professional advisors, such as accountants, where necessary for our business operations and compliance.

Data Retention

We will only retain your personal data for as long as is necessary for the purposes for which it was collected, including satisfying legal, accounting, or reporting requirements. In general:

  • Order and transaction records are kept for up to 7 years to comply with accounting and legal obligations.
  • Contact details used for marketing will be held until you opt out or request deletion.
  • Records of queries, complaints, or feedback may be kept for up to 3 years after resolution.

When your data is no longer required, we will securely delete or anonymise it.

Your Data Protection Rights

Under GDPR, you have a number of rights with respect to your personal data. These include the right to:

  • Access: Request a copy of the personal data we hold about you.
  • Rectification: Request that we correct or complete inaccurate or incomplete data.
  • Erasure: Request deletion of your personal data, subject to certain legal requirements.
  • Restriction: Ask us to restrict processing of your data in certain circumstances.
  • Object: Object to our processing of your data when we rely on legitimate interests or direct marketing.
  • Data Portability: Request that we provide your data to you or another service provider in a commonly used, machine-readable format.
  • Withdraw Consent: Where processing is based on your consent, you can withdraw it at any time. This will not affect the lawfulness of any processing carried out before you withdraw your consent.

If you wish to exercise any of these rights, please contact us with your request. We will respond in accordance with the requirements of the GDPR and applicable UK data protection laws.

Security of Your Information

We are committed to keeping your information secure. We employ appropriate organisational and technical measures to protect your data against unauthorised access, loss, misuse, alteration, or destruction. Access to your data is limited to employees and service providers who require it for order fulfilment and service provision, and all such parties are subject to strict confidentiality obligations.

Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our business processes, legal requirements, or to further protect your privacy. The latest version will always be available upon request or at our premises. Significant changes will be communicated to you where appropriate.

Contact and Further Information

If you have questions about this Privacy Policy, how your personal data is handled, or want to exercise your data protection rights, please contact us using the details provided in your order confirmation or on our official correspondence. We will do our utmost to resolve any issues to your satisfaction and in compliance with GDPR requirements.