Flowers Downe Privacy Policy

Introduction and Scope

This Privacy Policy sets out how Flowers Downe collects, processes, stores, and protects personal information in accordance with the General Data Protection Regulation (GDPR) and other applicable data protection laws. This policy applies to all customers placing orders for Flowers Downe in Downe and the surrounding districts, ensuring transparency and control over personal data.

What Personal Data We Collect

We may collect and process various categories of personal data to provide our products and services efficiently and safely. The types of personal information we typically collect include:

• Contact details: Your name, delivery address, and in certain cases, the recipient's name and address if different.
• Order information: Details of your order(s), any gift messages, and special delivery instructions.
• Billing details: Payment confirmation and related transaction information (note: we do not store your full card details; payment is processed securely via third parties).
• Communication data: Information obtained from your communications with us, including enquiries, feedback, or complaints.
• Website usage data: Technical information such as your IP address, browser type, and details relating to your interaction with our website (if you use our online ordering platform).

Lawful Basis for Processing Personal Data

Under GDPR, Flowers Downe must have a lawful basis for processing your personal data. We rely on the following grounds:

• Performance of a Contract: Most of the personal data we collect is necessary to fulfil your order (e.g. to process payment, arrange delivery, and communicate with you about your purchase).
• Legal Obligations: We may process data to comply with legal requirements, such as retaining financial records for tax purposes.
• Legitimate Interests: We may use certain information to improve our services, respond to enquiries, or for administrative and fraud prevention purposes. Where we rely on legitimate interests, we always balance them against your interests, rights, and freedoms.
• Consent: In limited circumstances, we may seek your consent (for instance, for specific types of marketing) and you have the right to withdraw such consent at any time.

How We Use Your Personal Data

We use your personal data in accordance with GDPR for purposes including, but not limited to:

• Processing and fulfilling your flower orders and associated requests
• Managing billing, payments, and refunds
• Communicating order updates, delivery information, or responding to your enquiries
• Maintaining accurate financial and business records
• Improving our services, internal training, and quality control
• Complying with legal and regulatory requirements

Data Retention: How Long We Keep Your Data

Flowers Downe keeps your personal data only for as long as necessary to fulfil the purposes for which it was collected, or as required by law. For example, we retain order and transaction records for at least six years to comply with financial regulations. Other data, such as communications or website usage data, may be held for shorter periods. Once data is no longer required, it will be securely deleted or anonymised.

Data Security and Protection

We are committed to ensuring the protection and security of your information. We have implemented appropriate organisational and technical measures designed to prevent unauthorised access, loss, misuse, or alteration of your information. This includes securing both physical and electronic records, restricting access to authorised personnel, and regularly reviewing our security practices.

Data Processors and Third Parties

We may use trusted third-party service providers (known as 'data processors' under GDPR) to assist in delivering our services. These include:

• Payment platforms to securely process transactions
• IT and website support providers
• Delivery and logistics partners

All third parties engaged by Flowers Downe are required to comply with GDPR standards, process your data only on our instructions, and implement adequate security measures. We do not sell your personal data to other companies or organisations.

Your Data Protection Rights

Under GDPR, you have several important rights over your personal data:

• Access: You may request a copy of the personal data we hold about you.
• Rectification: You can ask us to correct any inaccurate or incomplete information.
• Erasure: You may request that we delete or remove your personal data, subject to some legal exceptions.
• Restriction: You can ask us to limit the way we use your data in certain circumstances.
• Data Portability: You have the right to request your data in a structured, commonly used format and (where feasible) for it to be transferred to another controller at your request.
• Objection: You can object to certain types of processing, such as direct marketing.
• Withdrawal of Consent: Where processing is based on consent, you may withdraw it at any time.

To exercise your rights, please contact us using the methods available via our website or other official communications channels. We will respond to your requests within one month, as required by law.

International Transfers

Your data is generally processed within the UK or European Economic Area (EEA). Where it is necessary to transfer your data outside of these regions, we ensure appropriate safeguards are in place to protect your rights and maintain the security of your personal data.

Changes to This Policy

Flowers Downe may update this Privacy Policy from time to time to reflect changes in the law, our business practices, or customer feedback. Any significant changes will be clearly communicated on our website or through appropriate communication channels. We recommend that you review this policy periodically to stay informed about how we protect your information.

Contact and Further Information

If you have any questions, concerns, or would like more details about our handling of your personal data, please reach out to us using our official communication methods as provided on our website. We value your trust and are committed to addressing any concerns you may have regarding your privacy and data protection.