Flowers Tunbridge Wells Privacy Policy

Introduction and Policy Scope

Flowers Tunbridge Wells is committed to protecting your privacy and personal data in accordance with the General Data Protection Regulation (GDPR) and applicable data protection laws. This Privacy Policy explains how and why we collect, use, process, and store your data when you place an order with us. This policy applies to all customers placing orders from Tunbridge Wells and surrounding districts. By placing an order or otherwise interacting with our service, you agree to the practices described here.

What Personal Data Do We Collect?

When you interact with Flowers Tunbridge Wells, the nature of the information we collect about you depends on your engagement with us. The types of personal data we may collect include:

  • Identity Data: Your first and last name, and where required, title.
  • Contact Data: Delivery address, billing address (if different), postcode, and optionally a telephone number for order clarification or delivery purposes.
  • Order Details: Information about the products or floral arrangements you purchase, recipient details (if different), card messages, and delivery instructions.
  • Payment Data: Transaction details but not card details; payment processing is completed via secure third-party providers, and we do not have access to your full card number or security code.
  • Correspondence: Records of your communications with us, such as order queries, complaints or feedback.
  • Technical and Usage Data: When you use our website, cookies and analytics may collect data including your IP address, browser type, and pages visited. This information helps us improve our service and does not directly identify you.

Our Lawful Basis for Processing Your Data

Under GDPR, we must have a valid legal basis to process your personal data. We rely on the following lawful bases:

  • Contractual Necessity: To fulfill our contract with you, such as processing and delivering your order or communicating about your purchases.
  • Legitimate Interests: To pursue business interests in a way that does not override your privacy rights, such as maintaining business records, improving our services, and suppressing fraud.
  • Legal Obligations: To comply with applicable laws (for example, record-keeping for tax purposes).
  • Consent: For certain types of marketing communications or website cookies that are not strictly necessary; you can withdraw consent at any time where applicable.

How We Use Your Information

Your personal information is only used in ways compatible with GDPR and in accordance with this privacy policy. Key purposes include:

  • Processing, confirming, and delivering your orders, including communicating with you about your purchase or to resolve queries.
  • Keeping proper records of sales and transactions for administrative, legal, or tax requirements.
  • Improving and personalising our products, services, and user experience.
  • Providing customer support and responding to your requests.
  • Where you have given explicit consent, sending you relevant updates or offers regarding our services in Tunbridge Wells and surrounding areas.
  • Ensuring the security of our website and investigation of any misuse or fraudulent activity.

Data Retention: How Long Do We Keep Your Data?

Your data is only kept for as long as it is necessary to fulfill the purposes described in this privacy policy:

  • Order and transaction data will generally be held for up to 7 years to comply with accountancy and legal obligations.
  • If you contact us with an enquiry or complaint without placing an order, correspondence is kept for up to 3 years for quality and training purposes.
  • If you have provided consent for marketing, we will retain your details unless you withdraw your consent.
  • Technical data collected via cookies is managed in accordance with our cookie policy and generally retained for no longer than required for analytics purposes.

Who Processes Your Data?

Your personal data may be shared with trusted third-party processors or service providers to help us operate securely and efficiently. These include:

  • Payment Processors: Secure services who handle your payment details when you place orders online or by phone; we never see or store your complete payment card information.
  • Delivery Partners: Companies or individuals involved in delivering your floral orders, who may need access to your contact or recipient details for a successful delivery.
  • IT and System Support Providers: Companies supporting the secure and smooth operation of our website, booking systems, and communications.
  • Legal and Professional Advisors: When required for legal advice, dispute resolution and compliance with the law.

These processors are required to handle your data securely, only for the specified purposes, and in strict accordance with GDPR.

Your Rights Under GDPR

As a customer of Flowers Tunbridge Wells, you have important rights with respect to your personal data. These include:

  • Right of Access: You may request a copy of the personal data we hold about you.
  • Right to Rectification: You have the right to correct or update inaccurate or incomplete information.
  • Right to Erasure: In certain circumstances, you may request we delete your data.
  • Right to Restriction: You may ask us to restrict processing of your data in certain situations.
  • Right to Data Portability: You can request a copy of your data in a machine-readable format or for it to be transferred to another provider.
  • Right to Object: You may object to processing for marketing purposes or where our legitimate interests are being pursued.
  • Right to Withdraw Consent: Where we rely on your consent, you may withdraw it at any time.
  • Right to Lodge a Complaint: If you believe your data rights have been breached, you have the right to lodge a complaint with the relevant supervisory authority.

Security of Your Data

Flowers Tunbridge Wells applies reasonable physical, electronic, and managerial procedures designed to safeguard and secure personal data we hold. While no system is ever completely secure, we ensure that our staff and service providers handle your data with a high level of protection and confidentiality.

Updates to Our Privacy Policy

This policy may be reviewed and updated to reflect changes in our practices, legal obligations, or technology. Please check this page periodically to ensure you remain aware of how we protect your privacy.

Contacting Us

If you have questions regarding this privacy policy or wish to exercise any of your rights, please contact us using the details provided on our website or by post. We are always here to help you understand and manage your data with confidence and transparency.