Privacy Policy for Flowers West Harrow Customers

About This Privacy Policy

This privacy policy explains how Flowers West Harrow ('we', 'us', 'our') collects, uses, processes, and stores your personal data when you place an order with us. It is in full compliance with the UK GDPR and applies to all customers placing orders for flowers from West Harrow and the surrounding districts. By placing an order with us, you acknowledge that you have read and understood this policy.

What Data We Collect

We collect various types of personal data to provide and improve our floral delivery services. Depending on your interaction with us, we may collect the following data:

• Contact Details: Your name, delivery address, phone number (if provided), and billing address.
• Order Information: Details about the product(s) ordered, delivery date, messages included with bouquets, and special instructions.
• Payment Data: Payment details processed through trusted third-party payment processors (we do not store card numbers ourselves).
• Communication Data: Correspondence between you and Flowers West Harrow, including queries, feedback, or complaints.
• Technical Data: Time and date of order placement, browser type, and IP address (typically collected through cookies and order forms for security, analytics, and troubleshooting).

Lawful Basis for Processing Your Data

Under the GDPR, we must have a legal basis to process your personal information. Flowers West Harrow processes your data for the following reasons:

• Performance of a Contract: To fulfil and deliver your order as per your request.
• Legal Obligations: To comply with applicable laws, such as those relating to accounting, taxation, and fraud prevention.
• Legitimate Interests: To communicate effectively with you, understand and improve our services, and ensure the seamless operation of our business. Our interests will not override your rights and freedoms.
• Consent: For marketing communications (if you opt-in) or for the use of certain cookies. Where consent is requested, you may withdraw it at any time.

How We Use Your Data

Your data is only used for the following purposes:

• Processing and fulfilling customer orders
• Communicating order updates and responding to queries
• Handling payments and refunds via secure payment processors
• Maintaining our records for legal and accounting purposes
• Analysing data to improve our products and services

Retention of Your Data

We retain your personal data only as long as necessary to fulfil the purposes outlined in this policy, including for legal, regulatory, and reporting obligations. The exact retention periods may vary:

• Order information and contact data are retained for up to 7 years to comply with legal obligations in relation to financial records and tax law.
• Communication data is typically kept for 2 years for customer service purposes, unless a longer retention period is required by law or ongoing communication is necessary.
• Technical data collected for analytics is stored for up to 2 years.

Once retention periods have expired, your personal data is securely deleted or fully anonymised to prevent identification.

Third-Party Processors

Flowers West Harrow may use third-party processors to assist with handling and processing your data, including:

• Payment Service Providers: To process card payments securely for your orders.
• IT and Cloud Storage Providers: To store order and customer information securely.
• Delivery Partners: Where necessary, for delivering products to your chosen recipient.

All third-party processors are carefully selected and required to comply with data protection regulations. They are only permitted to process your data in accordance with our instructions and solely for the intended purpose.

International Data Transfers

Your personal data is generally processed within the United Kingdom and the European Economic Area (EEA). If data is transferred outside of these regions, appropriate safeguards such as Standard Contractual Clauses are used to ensure your rights and protections are maintained in line with the GDPR.

Your Rights Under GDPR

As a data subject, you have the following rights under the GDPR:

• Right to Access: You may request a copy of the personal data we hold about you.
• Right to Rectification: You have the right to have any inaccurate or incomplete data corrected.
• Right to Erasure: You can request that we delete your personal data, subject to exemptions such as our need to comply with legal obligations.
• Right to Restriction: You may limit how we use your personal data in certain circumstances.
• Right to Object: You may object to processing for specific reasons, such as direct marketing.
• Right to Data Portability: You can request your data in a machine-readable format and ask us to transfer it to another controller when applicable.
• Right to Withdraw Consent: If we process your data based on consent, you may withdraw that consent at any time.

To exercise your rights, you may contact us using the details provided on our website or in your order confirmation documents. We will acknowledge and respond to your requests in accordance with applicable data protection laws.

Data Security

We implement suitable technical and organisational measures to safeguard your personal data from unauthorised access, disclosure, alteration, or destruction. This includes restricting access to your data, regularly reviewing our security practices, and ensuring all staff and processors are fully aware of their data protection responsibilities.

Policy Updates

Flowers West Harrow may update this privacy policy occasionally to reflect changes in our practices or legal requirements. Any amendments will be posted on our website with the effective date. Customers are encouraged to review this policy periodically to stay informed about how their personal data is protected.

Contact and Complaints

If you have any questions or concerns regarding this policy or your personal data, please refer to the official contact details provided on our website. If you are not satisfied with our response, you have the right to lodge a complaint with the UK Information Commissioner’s Office (ICO).