Charlton Flowers Privacy Policy for Orders from Charlton and Surrounds

Introduction

Charlton Flowers is committed to protecting your personal data and respecting your privacy. This Privacy Policy outlines how we collect, use, store, and protect your information when you place orders with Charlton Flowers, whether you are in Charlton or surrounding districts. We are dedicated to treating your data fairly, transparently, and in accordance with current data protection laws, particularly the General Data Protection Regulation (GDPR).

Who Does This Policy Apply To?

This Privacy Policy applies to all customers who place orders with Charlton Flowers from Charlton and the surrounding areas. Whether you order in person, via our website, or by phone, the policy sets out how we process your information as part of our services.

What Personal Data Does Charlton Flowers Collect?

We collect data that is necessary for us to process your order and deliver our products and services. The personal data we may collect includes:

  • Identification Information: Your full name
  • Contact Details: Address for delivery, phone number (optional), and billing details
  • Order Details: Information regarding the types of flowers or products you order, message cards, delivery instructions, and preferences
  • Payment Information: Details required to process your payment (note: we do not store card numbers; payments are processed securely through authorised providers)
  • Communications: Emails or notes you send us, feedback, or requests for information
  • Website Usage Data: When ordering online, we may collect technical information, such as your IP address and browser type, to ensure security and improve service quality

Lawful Basis for Processing Personal Data

Under GDPR, we must have a legal ground to collect and process your data. Charlton Flowers bases its data processing on the following lawful bases:

  • Contractual necessity: The majority of data we collect is required to fulfill your order and provide customer service.
  • Legal obligation: We may retain certain transactional or accounting records in order to comply with HMRC and other regulatory requirements.
  • Legitimate interests: We may use your data to send order updates, request feedback, or improve our services, provided that this does not override your interests or rights.
  • Consent: With your permission, we may use your details for optional marketing or updates. You can withdraw consent at any time.

How We Use Your Personal Data

We use the information you provide solely for the following purposes:

  • To process and deliver your flower orders and related products
  • To communicate updates relating to your order
  • To respond to customer service queries
  • To manage payments and detect fraudulent activity
  • To keep records in line with financial and business requirements
  • To gain insights and improve our services through customer feedback (anonymously where possible)
  • To send marketing communications, if you have opted in

How Long Do We Keep Your Data?

We retain your personal data for only as long as necessary for the purposes for which it was collected, including statutory, accounting, and reporting obligations. Typically, order information will be retained for up to seven years to meet HMRC requirements. Non-essential communications such as email queries may be deleted sooner, unless a longer retention period is justified for legitimate business needs.

Sharing and Use of Processors

Charlton Flowers does not sell or rent your personal information to third parties. We may share your data with trusted third-party processors who perform services on our behalf, including:

  • Payment processors: to securely process card and electronic payments
  • IT and website support providers: to maintain our ordering systems and website
  • Couriers or delivery partners: to deliver your order to your requested address
  • Accountancy service providers: for compliance and bookkeeping purposes

All third-party processors are carefully selected and bound by contractual data protection obligations consistent with GDPR requirements. We ensure that these processors cannot use your data for their own unrelated purposes.

Your Data Protection Rights

As a resident or customer under the GDPR, you have several rights concerning your personal data:

  • The right to access – Request a copy of your personal data held by us
  • The right to rectification – Ask us to correct or update inaccurate or incomplete information
  • The right to erasure – Request that we erase your personal data under certain circumstances
  • The right to restrict processing – Ask us to limit how we use your data in specific situations
  • The right to object – Object to processing based on our legitimate interests or for direct marketing
  • The right to data portability – Request that your information be transferred to another provider in a structured, commonly used electronic format
  • The right to withdraw consent – Where we rely on your consent, you may withdraw it at any time

If you wish to exercise any of these rights or have concerns about how your data is handled, please contact us directly.

Data Security Measures

We implement robust technical and organisational measures to prevent unauthorised access, misuse, or loss of your personal information. Access to your data is strictly limited to those who need it to provide our services. Where digital storage is used, we take care to use encrypted and secure systems.

Changes to this Privacy Policy

This Privacy Policy may be updated periodically to reflect changes in our processes, regulatory guidance, or to further strengthen your rights as a customer. The latest version will always be available on request or via our website.

Contact and Further Information

If you have any questions about how we handle your personal data, or wish to exercise your rights under this policy, please contact Charlton Flowers. We take your privacy concerns seriously and will respond as quickly as possible in accordance with our data protection duties.