Privacy Policy for Pentonville and Nearby Customers

Introduction

This Privacy Policy details how Flowers Pentonville collects, stores, uses, shares, and protects customers' personal data in compliance with the General Data Protection Regulation (GDPR) and relevant UK laws. This policy applies to individuals who place orders with Flowers Pentonville, whether for delivery or collection, within Pentonville and surrounding districts.

Personal Data We Collect

When you place an order with Flowers Pentonville, either through our website, in person, or by phone, we collect information necessary for order processing and customer service. The personal data we typically collect includes:

• Contact Information: Full name, delivery and billing address, telephone number, and email address.
• Order Details: Product selections, messages for gift cards, delivery instructions, and payment-related information (note: we do not store full payment card details).
• Communications: Messages and inquiries sent to us through our contact forms, customer service channels, or feedback mechanisms.
• Technical Data: When using our website, we may collect IP addresses, browser type, device identifiers, approximate location based on IP, and information about how you interact with our website (using cookies and similar technologies; please see our separate Cookie Policy for further details).

Lawful Basis for Processing

We process your personal data in accordance with the lawful bases outlined in the GDPR, which include:

• Contractual Obligation: We process your data to perform our contractual obligations, such as fulfilling your flower order, processing payments, and providing customer support.
• Legitimate Interest: We may process your data for purposes such as improving our service, managing our business effectively, and preventing fraud, always considering that such interests do not unduly impact your privacy rights.
• Legal Compliance: In certain cases, we process data to comply with legal and tax-related obligations.
• Consent: If you opt-in to receive marketing communications, we rely on your consent, which you may withdraw at any time.

How We Use Your Data

Your personal data is used for the following purposes:

• Processing and fulfilling your flower orders, including delivery and communication regarding your purchase.
• Managing payments and refunds.
• Providing customer support and resolving complaints or queries.
• Sending order confirmations, updates, and, when consented, marketing material.
• Improving our services and website by monitoring and analysing user trends and feedback.
• Complying with our legal obligations, such as record-keeping for tax purposes.

Data Retention

We retain your personal data only as long as necessary to fulfill the purposes outlined in this Privacy Policy:

• Order and Account Data: Retained for up to seven years to comply with legal, accounting, and tax obligations.
• Marketing Data: Retained until you unsubscribe or withdraw your consent.
• Technical and Usage Data: Retained for up to two years, unless required for security investigations or legal purposes.

Once your data is no longer required for these purposes, it will be securely deleted or anonymized.

Processors and Data Sharing

We do not sell or rent your personal data. To provide our services, we may share your data with trusted third-party processors who act on our behalf and under our instructions. These processors include:

• Payment Service Providers: To process secure card payments (we do not store full card numbers).
• IT Service Providers: For website hosting, email communication, and IT support.
• Delivery Partners: To ensure timely delivery of your orders, your name, address, and contact information may be shared with delivery personnel.
• Professional Advisors and Legal Authorities: When required by law or to enforce our rights or protect our business.

All processors are contractually bound to comply with GDPR, safeguard your data, and use it solely for the purposes specified by Flowers Pentonville.

International Data Transfers

Where any data is transferred outside the UK or European Economic Area (EEA), we ensure appropriate safeguards are in place, such as Standard Contractual Clauses or equivalent legal mechanisms, to protect your personal data.

Your Rights

Under GDPR and UK data protection law, you have several rights relating to your personal data. These include:

• Right to Access: Request a copy of your personal data held by us.
• Right to Rectification: Request corrections to inaccurate or incomplete data.
• Right to Erasure ('Right to be Forgotten'): Request deletion of your data in certain circumstances.
• Right to Restrict Processing: Ask us to pause processing your data in specific situations.
• Right to Data Portability: Request your data in a structured, commonly used, and machine-readable format for transfer to another provider.
• Right to Object: Object to processing for direct marketing or where processing is based on our legitimate interests.
• Right to Withdraw Consent: Where processing relies on your consent, you may withdraw it at any time.

To exercise any of these rights, please contact us through our usual customer service channels. We will respond to your request in accordance with legal requirements and may need to verify your identity before fulfilling your request.

Security of Your Data

Flowers Pentonville is committed to ensuring the security of your personal data. We take appropriate technical and organisational measures to protect your data from unauthorised access, alteration, disclosure, or destruction. This includes secure storage, encryption where feasible, access controls, regular security assessments, and staff training.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The most recent version will always be available on our website, and we encourage you to review it regularly. Significant changes will be communicated through appropriate channels.

Contact and Complaints

If you have questions, concerns, or complaints about our use of your personal data or this policy, please contact us via our usual customer support options. If you are dissatisfied with our response, you have the right to lodge a complaint with the Information Commissioner's Office (ICO) or another applicable supervisory authority.

Applicability of This Policy

This Privacy Policy applies to all customers placing orders with Flowers Pentonville for delivery or collection in Pentonville and the surrounding districts. By placing an order, you acknowledge and agree to the practices described above, in accordance with applicable laws.