Forest Gate Flowers Privacy Policy

Introduction

This Privacy Policy explains how Forest Gate Flowers ("we", "us", or "our") collects, processes, uses, and safeguards your personal information when you place an order with us. This policy applies to all customers who place orders for flowers from Forest Gate and surrounding districts. We are committed to protecting your privacy and ensuring your data is handled in accordance with the General Data Protection Regulation (GDPR).

What Data We Collect

When you place an order or interact with Forest Gate Flowers, we may collect the following categories of personal data:

  • Contact Information: Name, delivery address, billing address, and telephone number.
  • Order Details: Information about your orders, including product selections, recipient details, dedications, and messages.
  • Payment Information: We collect payment confirmation and transaction details. Please note, we do not store full credit or debit card details; these are processed securely by payment service providers.
  • Communication Records: Correspondence between you and Forest Gate Flowers (e.g. queries, complaints, testimonials).
  • Technical Data: Limited device or usage data collected via our website, such as IP address, browser type, and access times, strictly necessary for system security and functionality.

Purpose and Lawful Basis for Processing

The GDPR sets out specific lawful bases for the collection and use of personal data. We rely on the following:

  • Contractual Necessity: Most data we collect is used to fulfil our contract with you (e.g., processing and delivering your order, handling payment, and providing customer service).
  • Legal Obligation: We may process your data to comply with accounting, tax, and other statutory obligations.
  • Legitimate Interest: We may use your data for our legitimate business interests, such as improving our services, maintaining security, and preventing fraud, provided these do not override your rights.
  • Consent: In cases where we wish to send marketing communications or collect optional information, we will seek your clear and explicit consent. You may withdraw your consent at any time.

Data Retention

Forest Gate Flowers will retain your personal data for only as long as necessary:

  • Order and customer records are kept for up to 7 years, in line with accounting and tax obligations.
  • Marketing-related data will be retained until you withdraw your consent, opt-out, or after a maximum period of 2 years of inactivity.
  • Communications, queries, and complaint records are typically kept for up to 3 years following resolution.

After these periods, your data will be securely deleted or irreversibly anonymised unless longer retention is required by law or if there are reasons to establish, exercise, or defend legal claims.

Data Processors and Sharing

To provide our services, we may need to share your information with contracted third-party service providers (processors) who handle data on our behalf. These may include:

  • Payment Providers: Process card payments—the providers we use are PCI-DSS compliant and act as independent data controllers for your card data.
  • Delivery Partners: Assist with flower deliveries, handling recipient contact and location details solely for this purpose.
  • IT and Web Hosting Suppliers: Support our ordering systems and website hosting, ensuring platform security and availability.

All processors are carefully vetted and contractually bound to protect your data, to use it only on our instructions, and to comply with GDPR requirements. We never sell your personal data or share it with third parties for their own marketing purposes.

Your Rights Under GDPR

You have specific rights under GDPR in relation to the personal data we hold about you:

  • Right to Access: You may request access to your personal data and obtain a copy of the information we hold.
  • Right to Rectification: You have the right to request correction of any incomplete or inaccurate information.
  • Right to Erasure: You may request deletion of your personal data, subject to our legal and contractual obligations.
  • Right to Restrict Processing: You can request restriction of processing in certain circumstances (e.g., while we verify data accuracy or handle an objection).
  • Right to Data Portability: Where processing is based on consent or contract and carried out by automated means, you may request a portable copy of your data.
  • Right to Object: You have the right to object to certain types of processing, including direct marketing activities.
  • Right to Withdraw Consent: If we rely on consent, you have the right to withdraw it at any time. This will not affect any processing carried out before withdrawal.

International Data Transfers

We aim to process and store your personal data within the United Kingdom or European Economic Area. Where the use of third-party services may result in data transfer outside these regions, we ensure that adequate safeguards and legal protections are in place as specified by GDPR.

Data Security

We take data security seriously. Appropriate technical and organisational measures are implemented to protect your personal data from alteration, loss, unauthorised access, or disclosure. Our website uses secure protocols, and staff only access personal data necessary for their role and all are trained in data protection best practices.

Policy Updates

This policy may be updated periodically to reflect changes in legislation, our practices, or the services we offer. Any significant changes will be communicated to customers via our website or when you next interact with our services.

Complaints and Contacting Us

If you have concerns about the way we handle your personal data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO) or your local supervisory authority. For any questions or to exercise your rights, please contact us using the details provided on our website. We are committed to resolving any concerns promptly and fairly.

Scope of Policy

This Privacy Policy applies to all customers placing orders with Forest Gate Flowers from Forest Gate and the surrounding districts. By placing an order or interacting with our services, you acknowledge that you have read and understood how we use your personal data as set out above.