Dulwich Florist Privacy Policy

Introduction

At Dulwich Florist, we are committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, store, and protect your personal information when you place an order with us. It also sets out your rights under data protection law. This policy applies to all individuals who place orders with Dulwich Florist from Dulwich and the surrounding districts.

What Data We Collect

In the course of providing our floral products and services, we collect the following types of personal data:

• Identity Information: Such as your name, delivery recipient’s name, and occasionally proof of identity where required.
• Contact Details: Including billing and delivery addresses, telephone numbers, and in some cases email addresses.
• Order Information: Details of products ordered, delivery instructions, payment confirmation, and order history.
• Payment Information: Payment transaction data (handled by our payment processors), though we do not store complete card details ourselves.
• Correspondence: Records of your interactions and communications with us, for example, enquiries, complaints, or messages relating to an order.

We do not collect any sensitive personal data (special categories) such as health, racial or ethnic origin, or biometric data.

Lawful Basis for Processing Your Data

We process your personal information only when we have a lawful basis to do so. The main reasons are:

• Contractual Necessity: Most of the data we collect is required to fulfil our contract with you, including processing your order, delivering flowers, and handling payment.
• Legal Obligations: We may need to retain certain information for compliance with legal, tax, or accounting requirements.
• Legitimate Interests: We process data such as order and delivery details to improve our services, prevent fraud, or for reasonable business purposes. We always balance our legitimate interests against your privacy rights and freedoms.
• Consent: For any marketing communications or promotions, we will seek your explicit consent, and you may withdraw this consent at any time.

How We Use Your Information

Your personal information is used for the following purposes:

• Processing and fulfilling your flower orders, including keeping you updated on order status.
• Managing deliveries and coordinating with you or your recipient to ensure accurate delivery.
• Managing payments and refunds if necessary.
• Addressing your enquiries, complaints, or requests for support.
• Improving our services based on customer feedback and history (if applicable).
• Complying with our legal and regulatory obligations.

Data Retention

We retain your personal information only as long as necessary for the purposes described in this policy and to comply with legal, accounting, or reporting requirements. Typically:

• Order and Delivery Records: Retained for six years to comply with tax law and for dealing with customer service enquiries, complaints or potential claims.
• Payment Information: Only retained temporarily via secure third-party payment processors; we never store complete payment card details.
• Correspondence and Enquiries: Retained for up to two years for quality assurance or to resolve any follow-up matters.

Once your data is no longer needed, it is securely deleted or anonymised.

Use of Data Processors

We work with trusted third-party service providers (data processors) to help deliver our services. These may include:

• Payment Processors: For handling card transactions securely.
• Delivery Services: When we use courier or delivery partners to ensure prompt and accurate delivery.
• IT and System Support: Providers that maintain our website, software, or secure data backup solutions.

All our data processors are contractually obligated to protect the confidentiality and security of your data and to use it only for the purposes we specify. We do not allow our processors to use your personal information for their own purposes.

How We Keep Your Data Safe

Your privacy is important to us. Dulwich Florist uses appropriate physical, technical, and administrative safeguards to protect your information. This includes encrypted systems, secure payment gateways, and staff training. Only authorised personnel have access to your data, and we regularly review the security of our processes.

Your Rights Under GDPR

You have a range of rights in relation to the personal data we hold about you, including:

• Right to Access: You can ask for a copy of the personal data we hold about you.
• Right to Rectification: You may request correction of any inaccurate or incomplete information.
• Right to Erasure: In certain circumstances, you can ask us to delete your personal data.
• Right to Restrict Processing: You may request that we limit the way we use your data in specific situations.
• Right to Data Portability: Where applicable, you can ask us to provide your data in a structured, commonly used digital format.
• Right to Object: You may object to our processing of your data in some situations, such as for direct marketing purposes.
• Right to Withdraw Consent: Where we rely on your consent, you can withdraw it at any time.

To exercise any of these rights, or if you have questions about your data, please contact us using the details available on our website or in-store. We may need to verify your identity to respond to certain requests.

Policy Updates

We may update this Privacy Policy from time to time to reflect changes in our practices, the law, or our services. Any updates will be posted on our website and available in-store. Please check this page regularly to stay informed of how we process your data.

Contacting Dulwich Florist

If you have any questions, concerns, or requests relating to how we process your personal information, please contact us using the contact details displayed on our website or visit us at our Dulwich location during opening hours.

This policy is effective from June 2024 and applies to all customers placing Dulwich Florist orders from Dulwich and surrounding districts.