Flowers West Ham Privacy Policy

Introduction

At Flowers West Ham, we are committed to protecting the privacy and security of our customers' personal information. This Privacy Policy outlines how we collect, use, store, and share your data in accordance with the General Data Protection Regulation (GDPR). The policy applies to all individuals placing orders with Flowers West Ham in West Ham and the surrounding districts.

Data We Collect

To process your orders and provide you with excellent service, Flowers West Ham may collect the following types of personal data:

• Identity Data: Your name and, where applicable, recipient names.
• Contact Details: Addresses (delivery and billing), phone numbers, and other contact information you provide when making an order.
• Order Information: Product selections, delivery preferences, messages for bouquets/cards, and transaction history.
• Payment Information: Payment details such as credit/debit card information (note that we do not store full card details on our systems, but may receive confirmation of payment from payment processors).
• Correspondence: Emails, feedback, records of your interactions with us (including complaints or queries).
• Technical Data: IP address, browser type, and other information collected through your interaction with our website or digital services, such as cookies or analytics data.

Lawful Basis for Processing

Under GDPR, Flowers West Ham must have a lawful basis to process your personal data. We process your information primarily under the following bases:

• Contract: Most of our processing is necessary to fulfill our contract with you, such as taking your order, processing payment, and delivering products.
• Legal Obligation: We may process your information to comply with legal and regulatory requirements.
• Legitimate Interest: We may use your data for our legitimate business interests, such as improving our services, handling complaints, or preventing fraud, provided these do not override your rights.
• Consent: If we ever rely on your consent (for example, for direct marketing), you have the right to withdraw it at any time.

How We Use Your Data

Your personal data is used for the following purposes:

• Processing and fulfilling your flower order
• Delivering products to the correct recipient
• Communicating with you about your order status or delivery details
• Managing payments and refunds
• Providing customer support and responding to enquiries
• Sending important service updates
• Improving our products and website functionality
• Complying with legal and financial record-keeping obligations

Data Sharing and Processors

Flowers West Ham may share your personal data with the following categories of recipients, always in line with GDPR requirements and for the purposes described above:

• Payment Processors: To securely complete your transactions.
• Delivery Partners: To ensure efficient and accurate delivery to the correct address.
• IT Service Providers: Providers supporting our website, communications, and data management systems.
• Professional Advisors: Such as accountants or legal advisors, where necessary for our business.
• Regulatory or Law Enforcement Authorities: When required by law or to protect our legal interests.

We require all third parties and data processors to respect the security of your personal data and to process it in accordance with the law. They are not permitted to use your data for their own purposes and are only permitted to process your data for specified purposes and in accordance with our instructions.

Data Retention

We retain your personal data only as long as necessary to fulfill the purposes for which it was collected, including satisfying any legal, accounting, or reporting requirements. This generally means:

• Order and Payment Data: Held for up to 6 years, as required by tax laws and for audit purposes.
• General Enquiries and Correspondence: Retained for up to 2 years after resolution to ensure effective customer service.
• Marketing Data: Retained until you withdraw consent or unsubscribe from communications.

When no longer needed, personal data will be securely deleted or anonymized.

User Rights Under GDPR

As a Flowers West Ham customer residing in West Ham and surrounding districts, you have the following data protection rights under GDPR:

• Right to Access: You can request a copy of your personal data held by us.
• Right to Rectification: You can ask us to correct or update inaccurate or incomplete data.
• Right to Erasure: You can request deletion of your data in certain circumstances (the 'right to be forgotten').
• Right to Restrict Processing: You can ask us to restrict use of your data in certain cases.
• Right to Data Portability: You can request we provide your data in a structured, machine-readable format.
• Right to Object: You may object to our processing of your data based on our legitimate interests or for direct marketing purposes.
• Right to Withdraw Consent: Where you have provided consent, you may withdraw it at any time.
• Right to Lodge a Complaint: You have the right to lodge a complaint with a data protection authority if you believe your data has been mishandled.

To exercise any of these rights, please contact us through the methods outlined on our website or in your order confirmation correspondence. We may need to verify your identity before acting on your request. We aim to respond promptly, and in any event within the timeframes set by GDPR.

Data Security

We take the security of your personal data seriously. Flowers West Ham uses appropriate technical and organisational measures to protect your data against unauthorised access, accidental loss, or destruction. This includes secure servers, encryption where appropriate, and regular staff training on data protection principles.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in the law or our business practices. The latest version will always be available on our website or by request.

Contact and Complaints

If you have any questions or concerns about our Privacy Policy or how we handle your data, please contact us using the details provided on our website or in your order confirmation. You also have the right to contact the relevant data protection authority if you are not satisfied with our response.