Our Commitment to Your Privacy and Data Security

Introduction

At Flowers Harlington, we are dedicated to maintaining the privacy, integrity, and security of our customers' personal information. This Privacy Policy explains how we collect, use, store, and protect your data in compliance with the General Data Protection Regulation (GDPR). This policy applies to all customers placing orders with Flowers Harlington in Harlington and its surrounding districts.

What Personal Data We Collect

We only gather personal data that is necessary to process your order and provide our services efficiently. The data we may collect includes:

• Contact details: such as your name, delivery address, contact telephone number, and other order recipient details if you are sending flowers to another person.
• Order information: such as product selection, delivery date, special instructions, and payment transaction reference (note: we do not store full card numbers).
• Communication data: any correspondence you have with us, including queries or compliments about your orders.
• Technical data: such as IP address, browser type, and visit logs (collected via cookies, for website improvement and security).

Lawful Basis for Processing Your Data

Under the GDPR, we use the following lawful bases to process your personal data:

• Contractual necessity: to process, fulfil, and deliver your order or to take steps at your request before entering into a contract.
• Legal obligations: to meet legal and regulatory requirements, such as record keeping for tax purposes.
• Legitimate interests: to maintain business operations, improve services, communicate relevant updates, and for fraud prevention and security purposes.
• Consent: in cases where you explicitly opt in for marketing communications. You can withdraw your consent at any time.

How We Use Your Information

Your personal data is used for the following purposes:

• Processing your order and arranging delivery of flowers and gifts.
• Communicating with you regarding your order status, delivery, or to resolve queries.
• Improving our services based on customer feedback and website usage statistics.
• Ensuring compliance with applicable laws and regulations.
• Sending service-related notifications or, with your permission, marketing offers.

Data Retention

Flowers Harlington will retain your personal data only for as long as necessary for the purposes set out in this policy. This typically means:

• Order and transaction records are kept for six years to comply with tax and accounting regulations.
• Customer queries and correspondence are generally retained for twelve months following resolution, unless a longer retention period is required by law.
• Marketing consent records are held until you withdraw your consent.
• Information collected for website analytics is anonymised and may be stored for up to 24 months to help us enhance user experience and site security.

After the retention period, your personal data will be securely deleted or anonymised.

Processors and Data Sharing

To provide our services, we may share your data with trusted third-party service providers ("processors") who process data on our behalf, under contract and strictly in accordance with our instructions. These may include:

• Payment service providers processing your transactions securely.
• Delivery partners or courier services responsible for delivering your orders.
• IT and web hosting providers who maintain our systems and ensure data protection measures are applied consistently.
• Professional advisors and legal authorities, when necessary for compliance or to protect the interests of Flowers Harlington and our customers.

We do not sell your personal data. Whenever data is shared with external processors, we ensure contractual safeguards and require strict adherence to confidentiality and data security standards.

Your Data Protection Rights

So far as your personal data is concerned, you have comprehensive rights under GDPR, including:

• Access: You may request a copy of your personal data that we hold.
• Rectification: You may request that we correct any inaccurate or incomplete data.
• Erasure ('Right to be Forgotten'): You can request erasure of your data in certain circumstances, excluding records required for legal compliance.
• Restriction: You may ask us to restrict data processing while we resolve a query or dispute.
• Objection: You may object to our use of your data for direct marketing or other legitimate interests.
• Portability: You can request to transfer your personal data to another service provider in a commonly used format.
• Withdrawal of consent: Where you have consented to marketing, you may withdraw consent at any time.

To exercise these rights, please contact us directly. In the case of unresolved concerns, you also have the right to lodge a complaint with the relevant supervisory authority responsible for data protection in your area.

Data Security Measures

Your data security is of utmost importance to us. We apply appropriate administrative, technical, and physical security controls to prevent unauthorised access, disclosure, alteration, or destruction of your personal data. These measures include secure servers, encryption of transactions, access controls, and regular review of our security policies and procedures.

Policy Scope and Changes

This Privacy Policy applies to all Flowers Harlington customers placing orders from Harlington and the surrounding districts, including in-store visits, phone orders, and online transactions. We may periodically update this policy in response to legal, technical, or business developments. We encourage you to review this policy regularly to stay informed about how we protect your data.

Contact and Further Information

If you have any questions or concerns about this Privacy Policy or your data rights, please reach out to us using our usual contact channels. We are committed to responding to your queries swiftly and transparently, and to safeguarding your privacy at every step of your Flowers Harlington experience.