Twickenham Flowers Privacy Policy

Introduction

Twickenham Flowers is committed to respecting your privacy and safeguarding your personal data in accordance with all relevant data protection laws, including the General Data Protection Regulation (GDPR). This policy outlines how we collect, use, store, share, and protect information about our customers placing flower orders in Twickenham and surrounding districts. It also explains your rights regarding the personal data we hold about you.

Scope of This Policy

This policy applies to all customers who place orders with Twickenham Flowers, whether online, via telephone, or in person, and who are located in Twickenham and the surrounding districts. By placing an order, you acknowledge you have read and understood this Privacy Policy.

What Personal Data We Collect

Depending on the nature of your interaction with Twickenham Flowers, we may collect the following categories of personal data:

• Contact Details: such as your name, delivery address, billing address, and phone number.
• Order Information: including order history, the types of flowers and products purchased, delivery instructions, occasion, and any personal messages or notes included with your order.
• Payment Information: such as payment card information and billing address (note: payment card data is processed securely by our payment processors and is not stored by Twickenham Flowers).
• Communication Data: details of your correspondence with us, such as queries, feedback, and complaints.
• Website Usage Data: technical information like IP address, browser type, device information, and how you use our website (collected via cookies and analytics tools, where consented).

Lawful Basis for Processing Your Data

Under the GDPR, we are required to have a lawful basis for processing your personal information. Twickenham Flowers relies on the following lawful bases:

• Contractual Necessity: Processing your data is necessary to fulfil your order or to take steps, at your request, before entering into a contract (e.g., preparing quotes or answering queries).
• Legal Obligations: Certain data must be processed to comply with our legal and regulatory obligations (such as retaining tax records).
• Legitimate Interests: We may process data for legitimate business interests, such as improving our services, protecting our business, or communicating important information, provided these interests do not override your fundamental rights.
• Consent: Where none of the above bases apply, we will seek your explicit consent to process your data—for example, for sending you marketing communications. You can withdraw your consent at any time.

How We Use Your Personal Data

Your personal data may be used for the following purposes:

• Processing, fulfilling, and delivering your orders
• Handling payments and refunds
• Providing customer service and responding to queries
• Maintaining internal records for accounting, auditing, and regulatory compliance
• Personalising your customer experience
• Contacting you about your order or feedback
• Sending marketing updates (where you have opted in)
• Ensuring the security of our website and preventing fraud
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Data Retention

We retain your personal data only for as long as is necessary to fulfil the purposes described in this policy, including for the purposes of satisfying any legal, accounting, or reporting requirements. Typically, order and transaction-related data is kept for up to seven years to comply with tax and invoice requirements. Communication and other customer service records are retained for up to three years after the last interaction, unless required longer by law.

Sharing and Processing of Data

Your data is shared only as necessary, in accordance with GDPR, as follows:

• Service Providers: We may share your information with trusted third-party processors who perform business functions on our behalf (e.g., payment processors, delivery providers, website hosting companies, IT support, and marketing agencies). All such processors are required to comply with GDPR and process data securely.
• Legal and Regulatory Authorities: In some instances, we may need to disclose data to comply with legal obligations or respond to lawful requests by public authorities.
• We do not sell, rent, or trade your personal data to any third parties.

Your Data Rights

Under the GDPR, you have several important rights concerning your personal data:

• Right to Access: You can request a copy of the personal data we hold about you.
• Right to Rectification: You have the right to correct incomplete or inaccurate data.
• Right to Erasure: You can request deletion of your data (subject to legal retention obligations).
• Right to Restrict Processing: In certain circumstances, you can restrict how we use your data.
• Right to Object: You may object to certain types of processing, including direct marketing.
• Right to Data Portability: You can request a copy of your data in a structured, commonly used format and request that it be transferred to another controller.
• Right to Withdraw Consent: Where our processing is based on your consent, you may withdraw that consent at any time.
• Right to Complain: If you are dissatisfied with how we handle your data, you have the right to lodge a complaint with the relevant supervisory authority.

Data Security

We apply appropriate technical and organisational measures to protect your personal data from unauthorised access, loss, misuse, alteration, or destruction. These include secure servers, encrypted payment processing, restricted access, and staff training. Please note, while we take these steps, no method of transmission over the internet or digital storage is fully secure.

Children's Privacy

Twickenham Flowers does not knowingly collect or process personal data of children under the age of 16. If you believe we may have inadvertently collected such data, please contact us to ensure prompt deletion.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in legal, regulatory, or operational requirements. We encourage you to review this policy periodically to stay informed about how we protect your personal data.

Contacting Us

For any questions about this Privacy Policy, your data rights, or the ways in which we process your personal data, please contact Twickenham Flowers through the contact methods provided on our website or in your order confirmation. We are committed to responding promptly and transparently to all enquiries.