Florist Twickenham Privacy Policy

Introduction

This Privacy Policy explains how Florist Twickenham ('we', 'us', 'our') collects, uses, and protects your personal data when you place orders with us. This policy complies with the General Data Protection Regulation (GDPR) and applies to all customers ordering from Florist Twickenham in Twickenham and its surrounding districts. Please take the time to read this document to understand how your information is treated.

Scope of the Policy

This Privacy Policy covers all interactions with Florist Twickenham, both in-store, over the phone, and through online orders, specifically for customers located in Twickenham and adjacent areas. By placing an order, you acknowledge and agree to the terms outlined in this policy.

What Personal Data We Collect

We collect the following categories of personal data from our customers to manage orders and provide our services:

• Identification Information: Name (first and last)
• Contact Details: Delivery address, billing address (if different), postcode, and sometimes a telephone number
• Order Details: Occasion, order contents, special instructions, messages for recipients
• Payment Information: Payment card details or similar payment data, processed by secure payment providers (we do not store full card numbers)
• Technical Data: IP address and device/browser details (for online orders)
• Communications: Records of correspondence with us (e.g., feedback, queries, or complaints)

Lawful Basis for Processing Your Data

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

• Contractual Necessity: To fulfil your order, arrange delivery, and provide customer support as required by the service contract when you place an order with us.
• Legal Obligation: To comply with legal and regulatory requirements, such as tax and accounting rules.
• Legitimate Interests: To improve our products and services, prevent fraud, and ensure network and information security. These interests do not override your fundamental rights and freedoms.
• Consent: For specific marketing communications, we will only use your contact details if you have provided explicit consent (for example, signing up to receive special offers).

How We Use Your Personal Data

Your personal data is used for the following purposes:

• Processing and fulfilling your orders, including communicating with you and arranging delivery
• Managing payments, and addressing payment issues or inquiries
• Responding to queries, feedback, or complaints
• Complying with applicable legal and regulatory obligations
• Improving our products and services by analysing non-identifiable order trends

Data Retention

We retain your data for as long as reasonably necessary to fulfil the purposes outlined above and to comply with legal and regulatory requirements. Generally, we keep:

• Order and contact details for up to 7 years in line with UK tax regulations
• Customer communications for up to 3 years after the conclusion of an order
• Marketing preferences until you withdraw your consent or request deletion

After these periods, your personal data is securely deleted or anonymised.

Personal Data Processors and Third Parties

To provide our services, we may need to share your data with trusted third parties and processors. These may include:

• Payment Service Providers: Process payment transactions on our behalf
• IT and Web Hosting Providers: Support our order management systems, website, and online infrastructure
• Courier and Delivery Partners: Ensure your flowers and gifts are delivered to the chosen address
• Professional Advisors: Such as accountants or legal consultants, for compliance purposes

All third-party processors act in accordance with contractual obligations and GDPR requirements. Personal data is not transferred outside the UK or European Economic Area unless adequate data protection measures are in place.

Your Rights Under GDPR

Individuals whose data we process are afforded the following rights under the GDPR:

• The Right to Access: Request access to your personal data held by us.
• The Right to Rectification: Request correction of any inaccurate or incomplete information.
• The Right to Erasure: In certain circumstances, request deletion of your data.
• The Right to Restrict Processing: Ask for processing of your data to be paused or limited.
• The Right to Data Portability: Request a copy of your data in a commonly used format to transfer elsewhere.
• The Right to Object: Object to processing where we rely on legitimate interests or for direct marketing purposes.
• Rights Regarding Automated Decision-Making: You are protected from decisions made entirely by automated means.
• The Right to Withdraw Consent: Where processing is based on your consent, you may withdraw it at any time.

To exercise these rights, you may contact us using the methods outlined in our general contact information or during your interactions with our staff.

Security Measures

We take your data security seriously. Florist Twickenham uses physical, electronic, and managerial procedures to safeguard and protect your personal information against loss, theft, unauthorised access, disclosure, or alteration. Regular staff training and ongoing system reviews are in place to maintain high standards of data protection.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect legal or business changes. We advise that customers periodically review this policy when placing orders or using our services.

Contact and Complaints

If you have any questions, concerns, or wish to exercise your data protection rights, please reach out through our normal communication channels. Should you feel your complaint has not been resolved satisfactorily, you have the right to complain to the UK Information Commissioner's Office (ICO).

Thank you for placing your trust in Florist Twickenham. Your privacy matters to us, and we are committed to protecting your personal data with transparency and care.