Privacy Policy for Flowers Surbiton

Who We Are

This Privacy Policy explains how Flowers Surbiton handles your personal data when you place flower orders with us in Surbiton and surrounding districts. We are committed to complying with the General Data Protection Regulation (GDPR) and protecting your privacy. This policy details what information we collect, how we use it, our lawful basis for processing, data retention practices, third-party processors, and your rights.

Scope of This Policy

This policy applies to all individuals placing orders with Flowers Surbiton for delivery or pick-up within Surbiton and the surrounding districts. By using our services, you agree to the data handling practices described below.

What Personal Data We Collect

We may collect and process the following information when you interact with Flowers Surbiton:

• Identity Data: Your name and contact information (such as address and phone number) provided when placing an order.
• Order Information: Details about your flower order, delivery address, and any notes you provide for delivery or greeting cards.
• Payment Information: Limited information related to payment transactions (note: we do not store your complete credit or debit card details; these are handled by secure payment processors).
• Correspondence: Records of enquiries, feedback, and other communications with us, including customer service queries.
• Technical Data: Information about your use of our website, such as IP address, browser type, time zone, and referring URLs, collected through cookies and similar technologies.

Lawful Basis for Processing

Under the GDPR, we are required to have a lawful basis for processing your personal data. Our lawful bases include:

• Contractual Necessity: Processing your information is necessary to fulfill your order and provide you with the relevant products and services.
• Legal Obligation: We may process data as required by law (for example, for accounting or record-keeping purposes).
• Legitimate Interests: We may use your information for our business interests, such as improving our services, responding to enquiries, and marketing to existing customers. In doing so, we balance these interests against your rights and freedoms.
• Consent: In cases where we seek your explicit consent (for example, to send promotional emails), you have the right to withdraw this consent at any time.

How We Use Your Data

Your personal information is used to:

• Process and deliver your order, including communicating updates and handling delivery requests.
• Respond to your questions, feedback, or complaints.
• Maintain accurate transaction records for our business and legal compliance.
• Improve our website and customer service experience.
• Send marketing communications, where you have given us permission.

Data Retention

We retain your personal data only as long as necessary to fulfill the purposes for which it was collected, including fulfilling orders, maintaining business records, complying with legal requirements, and resolving disputes. In general:

• Order and transaction data are retained for up to 7 years for tax and accounting purposes.
• Contact and communication records are retained for as long as necessary to resolve any queries or complaints.
• Where you provide consent for marketing, we will retain your information until you unsubscribe or withdraw consent.

After the applicable retention period, your personal data is securely deleted or anonymised.

Data Sharing and Processors

We do not sell your personal information. However, we may share your data with trusted third-party processors who help us provide our services. These include:

• Payment Service Providers: Process orders and payments securely and do not share your full card details with us.
• Delivery Partners: Assist with the delivery of flowers to your chosen address.
• IT and Hosting Providers: Help us operate and maintain our website and internal systems.

All third-party processors are carefully selected and required to comply with data protection laws and to process your data only for specified purposes in accordance with our instructions.

International Data Transfers

Your data is stored in the United Kingdom or the European Economic Area (EEA) wherever possible. Where data must be transferred outside the EEA, we ensure adequate safeguards are in place to protect your information as required by GDPR.

Keeping Your Data Secure

We employ appropriate technical and organisational measures to secure your personal data and prevent unauthorised access, loss, or misuse. While we use strong safeguards, no method of transmission or storage is completely secure, so we cannot guarantee absolute security.

Your Rights Under GDPR

You have various rights concerning your personal data under the GDPR:

• Access: You can request a copy of the personal data we hold about you.
• Rectification: You can request correction of inaccurate or incomplete information.
• Erasure: In certain circumstances, you can request we delete your personal data.
• Restriction: You can ask us to limit the way we use your data.
• Objection: You have the right to object to certain types of processing, including direct marketing.
• Portability: You have the right to request that we transfer your data to another service provider.
• Withdraw Consent: If processing is based on your consent, you may withdraw it at any time without affecting prior use.

To exercise your rights, please contact us using the contact details on our website or by any method you normally use to communicate with us.

Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. Please review this page periodically to stay informed. The date of the most recent update will always be indicated at the top of the policy.

Contacting Flowers Surbiton

If you have questions about this Privacy Policy or your data, please contact us through the channels provided on our website. We will aim to address your enquiry promptly and in accordance with applicable data protection laws.