Flowers Bexley Privacy Policy

Introduction

This Privacy Policy outlines how Flowers Bexley collects, uses, stores, and protects the personal data of all individuals placing orders with us in Bexley and the surrounding districts. We are committed to complying with the General Data Protection Regulation (GDPR) and safeguarding your privacy rights. By using Flowers Bexley services, you agree to the terms described in this policy.

Scope of this Policy

This policy applies to all customers who place orders with Flowers Bexley within Bexley and neighbouring districts. It guides the collection and processing of your personal data, regardless of how you place your order—whether online, by phone, or in person.

What Personal Data We Collect

In order to fulfil and process your order, communicate with you, and provide a high standard of customer service, we collect the following categories of personal data where applicable:

• Contact Information: Your name, address, postcode, phone number, and (if provided) email address.
• Recipient Details: Name, delivery address, and where necessary, contact information for the recipient of the flowers.
• Order Details: The products and services you order, card messages, delivery instructions, and special requests.
• Payment Information: Limited payment details, such as transaction reference numbers. (We process payments through secure, third-party payment processors and do not store your full card information.)
• Communication Records: Correspondence relating to your enquiries or orders, including phone call notes and message contents.
• Website Usage Data: Non-identifiable data such as IP addresses, browser type, and information on pages viewed (if you use our website), for analytics and security purposes.

Lawful Basis for Processing

Flowers Bexley processes personal data in accordance with the lawful bases defined under the GDPR. Depending on the context, these include:

• Performance of a Contract: Most of our data processing is necessary to fulfil our contract with you, including processing orders, delivering flowers, and handling payments.
• Legal Obligations: We are required to process certain information to comply with applicable laws, such as accounting and tax regulations.
• Legitimate Interests: We may process your data when it is in our legitimate interest to do so—for example, to improve our services, maintain security, or handle customer service queries—provided these interests do not override your fundamental rights.
• Consent: In some circumstances, such as sending you marketing communications, we may seek your explicit consent. You can withdraw this at any time.

How We Use Your Data

The personal data collected is used for the following purposes:

• Processing and fulfilling your flower orders
• Delivering products to you or your nominated recipient
• Handling and responding to your enquiries and requests
• Processing refunds, returns, or complaints
• Complying with our legal and regulatory obligations
• Improving our products, services, and customer experience
• Sending you information about your orders or services (where appropriate)
• Sending marketing communications if you have given explicit consent

Sharing Your Data: Our Processors and Service Providers

Flowers Bexley may share your data with trusted third parties, known as data processors, for specific purposes related to order processing or service provision. These include:

• Payment Processors: Securely handling your payment transactions
• Delivery Partners: Assisting with the delivery of your floral order
• IT and Hosting Providers: Supporting our website and internal systems
• Professional Advisors: Accountants or legal advisors, in so far as needed for compliance and business operations

All third parties processing your data do so under written instructions, consistent with this privacy policy and GDPR requirements, and are obligated to use your data only for specified purposes. We do not sell, rent, or share your personal data with third parties for their marketing purposes.

Data Retention

Personal data is retained for only as long as necessary to fulfil the purpose for which it was collected, or to comply with legal, accounting, or reporting obligations. In general:

• Order and contact information is stored for up to six years after an order, in line with tax and accounting requirements.
• Communication records are typically kept for up to two years from the date of your enquiry.
• Marketing data is retained for as long as you choose to receive such communications and deleted upon your withdrawal of consent.

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

Your Rights Under GDPR

You have the following rights regarding your personal data:

• Right to Access: Request a copy of the personal data we hold about you.
• Right to Rectification: Ask us to correct inaccurate or incomplete data.
• Right to Erasure: Request the deletion of your personal data under certain circumstances.
• Right to Restrict Processing: Limit the use of your data where you have concerns about its accuracy or our use.
• Right to Data Portability: Receive your personal data in a commonly used format, or have it sent to another provider.
• Right to Object: Object to our use of your data for direct marketing or other legitimate interests.
• Right to Withdraw Consent: Withdraw your consent at any time for processing based on consent (such as marketing).
• Right to Lodge a Complaint: Make a complaint with a supervisory authority if you believe your rights have been violated.

How We Protect Your Data

We use appropriate technical and organisational measures to protect your personal data from loss, misuse, unauthorised access, disclosure, alteration, or destruction. Access to personal data is limited to those employees and processors who need it for specific business purposes, and all processing activities are regularly reviewed for compliance with GDPR.

Changes to This Policy

Flowers Bexley may update this Privacy Policy from time to time. Any changes will be posted on our website and will take effect immediately. We encourage you to review this policy periodically for the latest information on our privacy practices.

Contact and Further Information

If you have questions about this Privacy Policy or wish to exercise your GDPR rights, please contact our customer service team. We are committed to addressing your requests promptly and fairly.