Pentonville Florist Customer Privacy Policy

Introduction

This Privacy Policy sets out how Pentonville Florist collects, processes, stores, and protects personal data of customers placing orders from Pentonville and surrounding districts. We are committed to adhering to the principles of the General Data Protection Regulation (GDPR) to ensure your data is handled lawfully, fairly, and transparently. By using our services, you acknowledge the terms of this policy.

What Data We Collect

To provide you with our floral products and related services, Pentonville Florist may collect and process the following categories of personal data:

• Identification Information: Name, surname, and, if required, company name for business orders.
• Contact Information: Delivery address, billing address, and telephone number(s).
• Order Details: Records of the products you purchase, purchase amount, date, and any messages/cards you wish us to include with your order.
• Payment Information: We receive confirmation of payment (paid/unpaid status and transaction reference) from our payment processors, but do not directly store your card or bank details.
• Communication Records: Correspondence sent to or received from you, such as emails or notes from phone conversations, for queries, complaints, or feedback.
• Website Usage Information: Limited technical information such as IP address, browser type, and cookies, collected to functionally support our website and improve user experience.

Lawful Basis for Data Processing

Pentonville Florist only processes personal data where we have a valid lawful basis, including:

• Contractual necessity: To process your orders and fulfil the contract between you and Pentonville Florist, such as delivering flowers to your selected address.
• Legal obligations: To comply with applicable law (for example, for tax and accounting purposes).
• Legitimate interests: To respond to your queries, ensure website security, enhance our services, and protect our business interests, provided such interests do not override your privacy rights.
• Consent: Where we process data not required for order fulfilment (e.g., for sending marketing emails), we seek your explicit consent, which you may withdraw at any time.

How We Use Your Personal Data

Your data may be used for the following purposes:

• Processing and delivering your orders.
• Contacting you regarding your order or delivery arrangements.
• Handling customer service queries or complaints.
• Meeting our legal and regulatory obligations.
• Improving and maintaining our services and website.
• Sending you customer satisfaction surveys, with your consent or where permitted by law.

Data Retention

We retain personal data only for as long as necessary for the purposes for which it was collected or as required under applicable law. The specific retention periods are:

• Order and transaction records: Held for up to seven years, as required by tax authorities.
• Communication records: Retained for up to three years after order fulfilment to assist with queries or disputes.
• Marketing data: If you consent to receive marketing communication, your contact details will be retained for that purpose until you withdraw your consent or unsubscribe.
• Technical and usage data: Retained for up to two years for security and analytic purposes.

Data is securely deleted or anonymised after these periods.

Data Processors and Data Sharing

Pentonville Florist uses trusted third-party providers (data processors) solely to enable our services. This may include:

• Payment processing companies who manage transactions securely on our behalf.
• IT service providers who host our website and maintain our online systems.
• Delivery partners who assist in fulfilling your floral order deliveries.
• Professional advisors (such as accountants) for regulatory compliance.

All processors are contractually required to comply with GDPR, and only process data to the extent necessary. We do not sell or rent your personal data to any third parties for marketing purposes.

Your Rights Under GDPR

As a customer placing orders with Pentonville Florist from Pentonville or surrounding districts, you have the following rights in relation to your personal data:

• The right to be informed: You are entitled to clear information about how and why we use your data.
• The right of access: Request a copy of the personal data we hold about you.
• The right to rectification: Request correction of any inaccurate or incomplete personal data.
• The right to erasure: Request deletion of your personal data when it is no longer required or if you withdraw consent (subject to legal retention requirements).
• The right to restrict processing: In certain circumstances, ask us to restrict processing your data.
• The right to data portability: Request a copy of your data in a machine-readable format and transmit it to another controller where technically feasible.
• The right to object: Object to the processing of your data based on our legitimate interests or for marketing purposes.
• Rights related to automated decision-making: We do not use your data for automated decision-making or profiling.

To exercise any of these rights, please contact us using the details provided on our website or in-store. Before processing your request, we may need to verify your identity to ensure the security of your data.

International Data Transfers

Your personal data is usually processed within the UK or the European Economic Area (EEA). If Pentonville Florist or its processors are required to transfer data outside the EEA, we ensure such transfers occur only with adequate safeguards in place, such as standard contractual clauses or where required by law.

Policy Updates

This Privacy Policy may be updated from time to time to reflect changes in law, our practices, or our services. The latest version will always be available on our website and can be requested in-store. Significant updates will be clearly communicated to our customers where appropriate.

Contact and Complaints

If you have questions about this policy, wish to exercise your rights, or have concerns about how your data has been handled, please get in touch with Pentonville Florist. You are also entitled to lodge a complaint with the UK Information Commissioner’s Office if you believe your data protection rights have not been upheld.