Roehampton Flowers Privacy Policy

Introduction

This Privacy Policy details how Roehampton Flowers (referred to as "we", "us", or "our") collects, uses, protects, and shares your personal data when you place orders with us in Roehampton and the surrounding districts. Our commitment is to uphold your rights and comply with the General Data Protection Regulation (GDPR) and relevant UK data protection laws. Please read this policy carefully to understand how we process your information.

Scope of this Policy

This policy applies to all customers, including individuals and representatives of businesses, who place orders for products or services with Roehampton Flowers. The policy is relevant for customers living in, or requesting deliveries to, Roehampton and surrounding districts.

What Personal Data We Collect

In the course of providing our products and services, we collect and process the following categories of personal data:

• Identity Data: Name, title.
• Contact Data: Delivery address, billing address, contact number, and where applicable, delivery recipient's name and address.
• Order Data: Details of the products you order, delivery instructions, special requests, and order history.
• Payment Data: Payment method, transaction details, but not full card numbers or security codes (these are processed securely by third-party payment providers).
• Communication Data: Records of your communications with us, such as queries, complaints, or feedback.
• Technical Data: Browser type, IP address, operating system, and cookies where applicable (see our separate Cookie Policy).

How We Obtain Your Data

Most of the personal data we process will be provided directly by you. This happens when you:

• Place an order in-store, on the phone, or via our website
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• Contact our customer service team
• Provide feedback or participate in surveys

We may also receive data from third-party providers involved in payment processing or delivery services.

Lawful Basis for Processing Your Data

Under GDPR, we must have a lawful basis for processing your personal data. Roehampton Flowers processes your data under the following legal grounds:

• Performance of a Contract: To fulfil your order and deliver flowers or products as requested.
• Legal Obligation: To comply with legal and regulatory requirements regarding orders and payments.
• Legitimate Interests: To improve our services, manage our relationship with you, handle customer complaints, and prevent fraud, provided these interests do not override your fundamental rights and freedoms.
• Consent: For certain uses, such as sending marketing communications, where you have explicitly granted consent. You may withdraw this consent at any time.

How We Use Your Personal Data

Your personal data is used to:

• Process and fulfil your orders
• Communicate order confirmations, delivery updates, and respond to your queries
• Take payment and process refunds when necessary
• Deliver products to you or your designated recipient
• Maintain internal records for accounting and regulatory purposes
• Enhance and improve our products, services, and customer experience

Retention of Your Data

We only retain your personal data for as long as necessary to fulfil the purposes for which it was collected, including satisfying any legal, accounting, or reporting requirements. Generally, order and transaction records are retained for up to seven years in compliance with applicable financial regulations. Marketing preferences and communication data are kept until you withdraw your consent or request deletion, subject to legal retention obligations.

Third-Party Processors

We may share your personal data with trusted third-party processors necessary for business operations or to fulfil your order, such as:

• Payment Processors: To securely handle payments and prevent fraud
• Delivery Partners: To deliver your order to the correct address and recipient
• IT and System Providers: To support and maintain our website, customer management, and communication systems

These third-party service providers are required to handle your data in accordance with GDPR and only act on our instructions. We do not sell or disclose your data for unrelated purposes.

User Rights Under the GDPR

You have several rights relating to your personal data under GDPR, including:

• Right of Access: You may request confirmation that we hold your personal data and receive a copy of it.
• Right to Rectification: You can request correction of any inaccurate or incomplete personal data.
• Right to Erasure: You may ask for your personal data to be deleted if there are no legitimate grounds for us to continue processing it.
• Right to Restriction: You can ask us to restrict the processing of your personal data under certain circumstances.
• Right to Object: You may object to us processing your data for certain purposes, such as direct marketing.
• Right to Data Portability: You can request we provide your personal data in a commonly-used machine-readable format for transfer to another provider if technically feasible.
• Right to Withdraw Consent: Where we have relied on your consent, you may withdraw it at any time.

To exercise these rights, you can contact us using the details provided on our website or within your order confirmation. We will respond to all legitimate requests within the timeframes required by law.

Data Protection and Security

We take the security of your data seriously. Roehampton Flowers employs technical and organizational measures to safeguard your information from unauthorized access, disclosure, alteration, or destruction. These measures include secure servers, encrypted communications, access controls, and staff training. When working with third-party processors, we ensure they adhere to similarly high data protection standards.

International Data Transfers

We generally store your data within the UK or European Economic Area. If it becomes necessary to transfer your data outside of these regions, we will ensure adequate protection and compliance with applicable data protection laws, including the use of approved contractual clauses or equivalent safeguards.

Changes to This Privacy Policy

From time to time, we may update this Privacy Policy to reflect changes in our practices, technical or legal developments. Any changes will be posted on this page and, where appropriate, notified to you. The policy was last updated as of 2024.

Contacting Us

If you have any questions or concerns about this Privacy Policy or how your personal data is handled, please contact us using the contact details provided in your order confirmation or on our official website. You also have the right to lodge a complaint with the UK Information Commissioner's Office if you believe your data has not been processed in accordance with the law.