Our Commitment to Your Privacy at Colliers Wood Flowers

Privacy Policy for Colliers Wood Flowers Customers

This Privacy Policy outlines how Colliers Wood Flowers processes, stores, and protects your personal data when you place orders with us from Colliers Wood and surrounding districts. We are committed to safeguarding your personal information in compliance with the General Data Protection Regulation (GDPR) and relevant UK data protection laws.

Scope of this Policy

This Privacy Policy applies to all individuals who place orders with Colliers Wood Flowers, whether via telephone, in person, or through our website, and reside or require deliveries within Colliers Wood and nearby districts. Our approach to data privacy is designed to respect your rights and ensure transparency in our data handling practices.

What Data We Collect

Depending on how you interact with us, we may collect and process the following types of personal data:

• Identification Data: Your name and, if applicable, recipient names for the purposes of order fulfillment.
• Contact Data: Address details for billing and delivery, telephone numbers for order updates or issues, and any contact preferences you specify.
• Order Information: Details of your floral arrangements and messages, order dates, payment status, and delivery instructions.
• Payment Data: Payment transaction references. Note: We do not store full credit or debit card numbers; these are handled securely via our payment processors.
• Communication Data: Records of communications you send to us (such as queries, feedback, and complaints) for customer service and quality assurance.
• Website Data (if ordering online): Technical data such as IP address, browser type, access times, and cookies for website functionality and security.

Lawful Basis for Processing Personal Data

Under GDPR, we process your personal data on a lawful basis. The principal reasons are:

• Contractual Necessity: To take steps at your request prior to entering into a contract (such as responding to enquiries), and to fulfill your orders and deliver flowers as per our agreement.
• Legal Obligation: To comply with UK laws regarding accounting and record-keeping.
• Legitimate Interests: For purposes such as improving services, managing queries, protecting against fraud, and direct marketing (where you have not opted out).
• Consent: Where we rely on your explicit consent, for instance, for certain types of marketing communications, you may withdraw this at any time.

How We Use Your Data

We use your data for the following purposes:

• Processing and delivering your flower orders, including dispatch and notifications.
• Providing customer service and responding to your requests or feedback.
• Administering billing and payment processes securely.
• Improving our products and services based on customer interactions and feedback.
• Meeting regulatory and legal requirements.
• Direct marketing and service updates (only where permitted).

Data Retention

We retain your personal data only for as long as is necessary to fulfill the purposes for which it was collected, including for the purpose of satisfying any legal, accounting, or reporting requirements. In practice, this means:

• Order Data: Kept for up to 7 years to comply with legal and tax obligations.
• Marketing Data: Retained until you withdraw consent or request erasure.
• General Enquiries: Typically stored for up to 2 years to assist in case of follow-up queries.

When data is no longer required, it will be securely deleted or anonymised.

Data Processors and Third Parties

To facilitate our services, we may share your data with the following categories of data processors, always under an agreement to safeguard your information in line with GDPR:

• Payment Service Providers: To process payments securely and prevent fraud.
• IT and Website Service Providers: For hosting, technical support, and platform maintenance.
• Delivery Partners: Where necessary, for delivering your order to the delivery address you provide.
• Regulatory Authorities: Where required by law or regulation.

We do not sell, rent, or trade your personal data to third parties for their commercial use. Data sharing is limited solely to service provision and legal compliance.

Your Data Protection Rights

Under GDPR, you have several rights regarding your personal information:

• Right of Access: Request a copy of your personal data that we hold.
• Right to Rectification: Correct inaccurate or incomplete data we hold about you.
• Right to Erasure: Request deletion of your personal data, subject to lawful grounds for its continued processing (e.g., tax obligations).
• Right to Restrict Processing: Limit how we use your data in certain circumstances.
• Right to Data Portability: Receive your data in a structured, commonly used format, or for us to transfer it to another provider at your request.
• Right to Object: Object to processing based on legitimate interests or direct marketing.
• Right to Withdraw Consent: Where we rely on your consent, you can withdraw this at any time without affecting processing carried out before withdrawal.

To exercise any of these rights, please contact us through the usual customer service channels. We may require verification of your identity to proceed with certain requests and will respond within one month of receiving your valid request.

Data Security

We implement appropriate technical and organisational measures to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. While no system is completely secure, we are committed to improving our security processes and keeping your data safe.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or relevant laws. The latest version will always describe our current privacy practices and governance. Your continued use of our services following such updates will confirm your acceptance of the changes.

Contact and Complaints

If you have any questions, concerns, or wish to exercise your data protection rights, please reach out to us using our customer service channels. If you are dissatisfied with our handling of your personal data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO).

Thank you for trusting Colliers Wood Flowers with your personal data. Your privacy is central to our values and service commitment.