Eltham Florist Privacy Policy

Introduction

Your privacy is important to us. This Privacy Policy explains how Eltham Florist collects, uses, stores, and protects your personal data when you place orders with us. It also sets out your rights under the General Data Protection Regulation (GDPR). This policy applies to all customers who place orders with Eltham Florist, whether in Eltham itself or in the surrounding districts. We aim to be transparent about our data handling practices and ensure the security of your personal information.

What Data We Collect

When you place an order or interact with Eltham Florist, we may collect and process the following types of personal data:

• Contact Information: Name, address (delivery and billing), telephone number.
• Order Details: Details of your floral order, delivery instructions, recipient information.
• Payment Information: Payment card details are processed securely by our payment processor; we do not store full card details.
• Communications: Email content, messages sent through order forms or customer contact, and any additional information you provide.
• Technical Data: IP address, browser type, device identifiers, and access times (collected through our website for security and analytics purposes).

We only collect personal data that is necessary to fulfil your order, provide customer service, improve our services, and comply with our legal obligations.

Lawful Basis for Processing Data

According to GDPR, we must have a lawful basis to process your personal data. Eltham Florist processes data under the following lawful bases:

• Contractual Necessity: To process and fulfil your order, deliver flowers, provide customer support, and communicate with you about your purchase.
• Legitimate Interests: To improve our services, ensure the security of transactions, prevent fraud, and respond to enquiries. We ensure these interests do not override your data protection rights.
• Legal Obligation: To comply with tax, accounting, consumer protection, and other legal requirements.
• Consent: In cases where we use your data for special offers or marketing communications, we will request your explicit consent. You have the right to withdraw consent at any time.

How We Use Your Data

Your data is used for the following purposes:

• Processing and delivering orders to you or your chosen recipient.
• Communicating with you about your order and providing customer support.
• Managing payments, refunds, and resolving payment issues.
• Complying with our legal responsibilities and record keeping.
• Understanding usage of our website to improve customer experience (through anonymised analytics).
• With your consent, providing you with updates or promotional communications (optional and unsubscribable).

Data Retention

We retain your personal data only as long as necessary to fulfil the purposes for which it was collected, including for the fulfilment of orders and compliance with legal, tax, or regulatory obligations. Typically, we retain order and customer data for up to seven years, in line with UK tax and accounting requirements. Where data is no longer required, or where you exercise your right to erasure and we have no overriding legitimate grounds for retention, your data will be securely deleted or anonymised.

Processors and Data Sharing

To provide our services, Eltham Florist uses trusted third-party processors. These include:

• Payment Processors: Providers who securely handle card payments and process transactions on our behalf. We do not store your card details.
• Delivery Partners: Logistics providers that deliver your floral orders to the recipient, utilising the necessary personal information for successful delivery.
• IT and Hosting Services: Companies that operate our website platform, secure our data, and help us maintain business operations.
• Professional Advisors: Legal, accounting, or regulatory consultants if required by law.

All processors are vetted to ensure they act in accordance with GDPR and protect your data. We will never sell your personal data. We only share your information with external parties when it is necessary to provide our services or comply with legal obligations.

Security of Personal Data

We take data security seriously and implement appropriate technical and organisational measures to protect your personal data against unauthorised access, alteration, disclosure, or destruction. These measures include encrypted communications, secure storage solutions, restricted access to employee systems, and regular review of our data handling procedures.

Your Rights Under GDPR

Under GDPR, you have important rights regarding your personal data:

• Right to Access: Request a copy of the personal data we hold about you.
• Right to Rectification: Request corrections to inaccurate or incomplete information.
• Right to Erasure ('Right to be Forgotten'): Ask us to delete your data when it is no longer needed or if you have withdrawn consent.
• Right to Object: Object to specific data processing activities, such as marketing.
• Right to Restrict Processing: Request we limit how we use your data in certain circumstances.
• Right to Data Portability: Request your data in a format that allows you to transfer it to another organisation.
• Right to Withdraw Consent: Where we rely on your consent to process data, you can withdraw it at any time.
• Right to Lodge a Complaint: If you have concerns about how your data is handled, you can raise them with the relevant data protection authority.

To exercise your rights, please contact us using the contact details provided at the end of your invoice, order confirmation, or by visiting us in person. We will respond to your requests in accordance with legal requirements and time frames.

Policy Scope and Changes

This policy covers all customers placing orders with Eltham Florist within Eltham and surrounding districts. We may amend this policy from time to time to reflect changes in our practices or legal obligations. Updated versions will be available at our premises and on our website. You are advised to review the policy periodically.

Contact Details

If you have questions or wish to exercise your data protection rights, please refer to the contact information on your invoice, order confirmation, or visit us at our shop. We are committed to ensuring your privacy and responding to your requests promptly and transparently.