Flowers Hounslow GDPR Privacy Policy

Introduction

At Flowers Hounslow, we are dedicated to protecting the privacy of our customers. This Privacy Policy outlines how we collect, use, process, and protect your personal data when you place an order with us. The policy applies to all customers ordering from Flowers Hounslow within Hounslow and its surrounding districts, in accordance with the General Data Protection Regulation (GDPR).

What Data We Collect

We collect only the information necessary to process and complete your order, and to provide customer support. The categories of personal data we may collect include:

• Identification Information: Full name of the customer and recipient (if different)
• Contact Information: Delivery address, billing address, and phone number
• Order Details: Details of the flowers or gifts ordered, delivery instructions, and messages for the recipient
• Payment Information: Payment data such as card type, cardholder name, and transaction identifiers (please note we do not store full payment card details)
• Correspondence: Any communications with our customer service team, such as enquiries, complaints, or feedback
• Technical Data: Device identifiers, IP address, and usage information when you use our website or digital services

Lawful Basis for Processing

Under GDPR, we must have a lawful basis for processing your personal data. Flowers Hounslow processes personal data for the following purposes and bases:

• Performance of a Contract: We process your data to fulfil orders, process payments, and deliver products and services as requested by you.
• Legal Obligation: We retain some information as required to comply with legal and financial regulations, including tax and accounting requirements.
• Legitimate Interests: We may use your data to improve our services, communicate updates regarding orders, and handle complaints or enquiries, ensuring these interests do not override your rights.
• Consent: When you opt-in for marketing communications, we rely on your explicit consent. You have the right to withdraw this consent at any time.

How We Use Your Data

Your information is used solely for the following purposes:

• Processing, confirming, and fulfilling your orders
• Managing deliveries and addressing any issues or delays
• Handling payments or refunds for your purchases
• Responding to enquiries, claims, or requests
• Sending updates regarding your order status
• Carrying out customer satisfaction surveys and quality assurance
• Providing, if you have opted in, news, offers, or promotions

Data Retention

We retain your personal data only for as long as necessary to carry out the purposes described in this policy. Typically, order and financial data are kept for up to seven years to meet legal, accounting, or reporting requirements. Personal communications and customer service records are kept for up to three years from your last contact with us. When your data is no longer required, we securely delete or anonymise it.

Our Use of Data Processors

Flowers Hounslow may use trusted third-party service providers (processors) to support business operations. Examples include payment processors, delivery couriers, IT support providers, and website hosting companies. Data shared with these processors is strictly limited to what they need to perform their function. All processors are contractually obligated to comply with GDPR requirements and protect your data. We do not sell or share your data with any other third parties for their own purposes.

Your GDPR Rights

As a customer of Flowers Hounslow, you have specific rights under GDPR regarding your personal data:

• Right to Access: You can request a copy of the personal data we hold about you.
• Right to Rectification: You may request corrections to any inaccurate or incomplete data.
• Right to Erasure ("Right to be Forgotten"): You can ask us to delete your personal data, subject to legal or contractual retention obligations.
• Right to Restrict Processing: You have the right to limit how we process your personal data in certain situations.
• Right to Data Portability: Where applicable, you may request the transfer of your data to yourself or another provider.
• Right to Object: You may object to the processing of your data for direct marketing or on grounds relating to your particular situation.
• Right to Withdraw Consent: If we process your data based on consent, this can be withdrawn at any time without affecting the lawfulness of processing before its withdrawal.

Data Security

We use appropriate organisational and technical measures to safeguard your personal data. Access to your information is strictly controlled, and all staff and processors are trained in data protection obligations. In the unlikely event of a data breach that poses a risk to your rights and freedoms, we will notify you and the relevant authorities as required by law.

International Data Transfers

Your data is generally processed within the United Kingdom or the European Economic Area (EEA). If it is necessary to transfer data outside of these jurisdictions, we ensure that suitable safeguards are in place, such as standard contractual clauses, to protect your information.

Updates to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. Any significant changes will be communicated directly to customers where appropriate. The most up-to-date version will always be available upon request or via our website.

Contacting Flowers Hounslow

If you have any questions about this policy, your data, or wish to exercise your GDPR rights, please contact us using the details provided on our website or in your order confirmation. We aim to respond to all requests in a timely and thorough manner.