Flowers Forest Hill Privacy Policy

Scope of This Privacy Policy

This Privacy Policy sets out how Flowers Forest Hill collects, uses, stores, and protects your personal information when you place an order with us. The policy applies to all customers who make orders in Forest Hill and the surrounding districts. We are committed to complying with the General Data Protection Regulation (GDPR) and ensuring that your privacy is protected.

What Data We Collect

Flowers Forest Hill collects information that is necessary for processing your order, delivering our products, and providing customer service. The types of personal data we may collect include:

• Identity Data: Your name and, where applicable, the name of the recipient.
• Contact Data: Address for delivery, billing address, phone number, and any provided contact preferences.
• Order Data: Details of the items purchased, delivery instructions, and transaction history.
• Payment Data: Payment method and transaction details (note: we do not store full card details but process payments securely through payment providers).
• Communication Data: Information you provide when you contact us, including feedback or enquiries.

Lawful Basis for Processing

Flowers Forest Hill only processes your personal data when there is a legal basis to do so. The lawful bases we rely on are:

• Contract: Processing is necessary to fulfill the contract to supply goods and services you request (e.g., processing and delivering your order).
• Legal Obligation: We may process data where required to comply with applicable laws (such as accounting and tax records).
• Legitimate Interests: We may process data to improve our services, handle customer queries, and for certain marketing communications, provided these do not override your rights and freedoms.
• Consent: In specific cases, such as sending you direct marketing communications by channels where consent is required, we will only do so with your explicit consent.

How We Use Your Data

Your personal data is used for the following purposes:

• To process and deliver your flowers and gifts orders.
• To communicate important updates regarding your order or delivery.
• To collect payment and fulfil our contractual obligations.
• For record keeping, invoicing, accounting, and compliance with statutory obligations.
• To improve our products and services through customer feedback or queries.
• Where we have your consent, to send occasional marketing communications about promotions and new products (you may opt out at any time).

Data Processors and Sharing Your Information

Flowers Forest Hill uses trusted third-party service providers, also known as ‘processors’, to perform certain activities on our behalf. These include:

• Payment Service Providers: To securely process your payments.
• IT Service Providers: For secure hosting, data storage, and technical support.
• Delivery Partners: For delivering your order to the specified address.

We require all processors to respect the security of your personal data, act only on our instructions, and comply with GDPR requirements. We do not sell or rent your personal data to any third parties for their own marketing purposes. Data may be shared with law enforcement or regulators only where required by law.

Data Retention

We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected. This generally means:

• Order and transaction details: Retained for up to seven years to comply with accounting and legal obligations.
• Customer communications: Retained for up to three years after your last correspondence with us.
• Marketing consent: Retained until you withdraw your consent or unsubscribe.

At the end of the retention period, personal data is securely deleted or anonymised.

Your Rights Under GDPR

Under the GDPR, you have the following rights regarding your personal data:

• Right to Access: Request a copy of your personal data held by us.
• Right to Rectification: Request correction of any incomplete or inaccurate information.
• Right to Erasure: In certain circumstances, request deletion of your data ("the right to be forgotten").
• Right to Restrict Processing: Request restriction of processing if you contest the accuracy or lawfulness of our use of your data.
• Right to Data Portability: Request a structured, commonly used and machine-readable copy of your data, or to transmit it to another controller.
• Right to Object: Object to processing where we are relying on legitimate interests or direct marketing purposes.
• Right to Withdraw Consent: Where you have given consent, you have the right to withdraw it at any time.

To exercise any of these rights, you may contact us using the details provided on our website. We will respond to your request within one month, in accordance with the GDPR regulations.

Security of Your Data

Flowers Forest Hill takes the protection of your data seriously. We implement a range of technical and organisational measures to secure your information against unauthorised access, accidental loss, alteration, or destruction. Access to personal data is restricted to authorised personnel only and all payment transactions are encrypted with up-to-date security protocols.

International Transfers

Your personal data is generally processed and stored within the United Kingdom. If, for technical reasons, your data needs to be transferred to a processor outside the United Kingdom or the European Economic Area, we ensure adequate protection is in place as required by GDPR, such as standard contractual clauses or an adequacy decision by the European Commission.

Changes to This Policy

From time to time, we may update this Privacy Policy to reflect changes in laws, our business practices, or the services we offer. The latest version will always be available on our website. If significant changes are made, we will take reasonable steps to notify you.

Contact and Further Information

If you have questions about this Privacy Policy, wish to exercise your rights, or have concerns about how your personal information is handled, please contact us via the methods outlined on our website. We are committed to handling your concerns promptly and transparently.