Cranham Flowers Customer Privacy Policy
Introduction
At Cranham Flowers, we are committed to protecting the privacy and data of our valued customers in Cranham and the surrounding districts. This Privacy Policy explains how we collect, use, and safeguard your information in compliance with the General Data Protection Regulation (GDPR). Please read this policy carefully to understand your rights and how your personal data will be handled when you place an order with us.
Scope of This Policy
This Privacy Policy applies to all customers placing orders with Cranham Flowers, whether ordering online, by phone, or in person, in Cranham and the surrounding districts. By purchasing our products or services, you acknowledge and agree to the practices described in this policy.
What Data We Collect
When you interact with Cranham Flowers, we may collect the following types of personal information necessary to process your order and provide our services:
- Name: To identify and address you.
- Delivery and Billing Address: To deliver your orders and send invoices.
- Contact Details: Such as your telephone number and any provided contact preferences, so we can update you about your order or contact you if needed.
- Order Details: Products ordered, delivery instructions, and any gift messages or preferences.
- Payment Information: Limited details necessary to process payments (actual card numbers are handled securely by our payment processors and are not stored by us).
- Correspondence: Any communications you send to us. This may include information shared by email, phone, or physical mail, or feedback forms related to your order.
Lawful Basis for Data Processing
Cranham Flowers processes your personal data only where we have a lawful basis under GDPR. The main lawful bases we rely on include:
- Performance of a Contract: Most data is collected and processed in order to fulfil our contractual obligations to you, such as delivering your flower order or managing payment and customer support.
- Legal Obligations: In some cases, we must process your data to comply with legal requirements, such as tax or accounting regulations.
- Legitimate Interests: We may process your data for certain legitimate business interests, such as improving our services, responding to your queries, handling complaints, and ensuring the security of our operations. Where we do this, we assess and balance our interests with your rights and data protection expectations.
- Consent: We will seek your explicit consent before sending any marketing communications. You have the right to withdraw consent for marketing activities at any time.
How Your Data Is Used
Your personal data will be used for the following purposes:
- To process, fulfil and deliver your orders.
- To communicate with you regarding your order or respond to your enquiries.
- To maintain our records and comply with legal and regulatory obligations.
- To enhance and improve our services, ensuring the best possible customer experience.
- For marketing purposes, where you have provided consent.
- To resolve complaints and manage returns or refunds as needed.
Data Retention
We retain personal data only for as long as necessary to fulfill the purposes outlined in this policy or as required by applicable law. Typically, your order and customer relationship data will be retained for up to seven years to comply with business and HMRC accounting requirements. After the retention period expires, your personal data will be securely deleted or anonymised. Data retained solely for marketing purposes is kept until you withdraw your consent or request deletion.
Processors and Data Sharing
To deliver our services, Cranham Flowers may engage third-party service providers ("processors") who help us process payments, deliver orders, or provide business infrastructure. All processors are required to handle your data securely and must not use your information for purposes beyond fulfilling their contract with us. This may include payment processing companies, IT hosting providers, delivery couriers, and accounting software providers operating under our instructions.
We will never sell your personal data to third parties, nor will we share your information outside of what is necessary for the fulfilment of our services and compliance with the law.
Your Rights Under GDPR
As a customer, you have several rights under the GDPR regarding your personal data:
- Right to Access: You may request access to the personal data we hold about you.
- Right to Rectification: You have the right to correct inaccurate or incomplete personal information.
- Right to Erasure: Under certain circumstances, you can request the deletion of your data.
- Right to Restrict Processing: You can request that we limit how we use your information.
- Right to Data Portability: You can request a copy of your data in a standard, portable format.
- Right to Object: You may object to processing based on legitimate interests or direct marketing purposes.
- Right to Withdraw Consent: Where you have given consent, you have the right to withdraw it at any time.
- Right to Lodge a Complaint: If you believe your rights have been breached, you may lodge a complaint with the relevant data protection authority.
Protecting Your Data
Cranham Flowers takes the security of your data seriously. We implement appropriate organisational and technical measures to protect your personal data from loss, misuse, unauthorised access, disclosure, or destruction. Only authorised personnel and trusted processors have access to your data as necessary for processing orders and managing operations.
Updates to This Privacy Policy
We may revise this Privacy Policy from time to time to reflect changes in our practices, service offerings, or legal requirements. Any updates will be made available to our customers and take effect immediately upon publication.
Contact Us
If you have any questions or wish to exercise your data protection rights, please contact Cranham Flowers by the communication methods available on our website or through our ordering service. We are committed to addressing all requests related to your personal data promptly and transparently.
