Privacy Policy for Customers Ordering from Flowers Barbican

Introduction

This Privacy Policy sets out how Flowers Barbican collects, processes, and protects the personal data of all customers placing orders with us from Barbican and the surrounding districts. Flowers Barbican is committed to upholding the highest standards of privacy and data protection, in full compliance with the General Data Protection Regulation (GDPR). This document details what information we collect, our lawful basis for processing, who processes your data, how long we retain it, and the rights you have as a customer.

Scope of This Policy

This policy applies to all individuals who order flowers from Flowers Barbican, either in person, online, via telephone, or through any other direct order method for deliveries or collections in Barbican and the neighbouring areas.

Personal Data We Collect

When you place an order with Flowers Barbican, we may collect the following information:

• Contact Details: Your name, address (billing and/or delivery), and telephone number as provided at the time of placing your order.
• Order Information: Details of your order, such as the products you purchase, the recipient’s name and address (if different from yours), delivery instructions, and any relevant message accompanying the flowers.
• Payment Details: Information required to process payment. We do not store card payment details ourselves; such data is securely handled by our trusted payment processors.
• Account Information: If you create an account with us, we will store your account details such as username and password (which is encrypted).
• Communications: Copies of any correspondence, feedback, or complaints you send to us regarding your order or our services.

We do not knowingly collect or process any special categories of personal data (sensitive information) as defined by GDPR.

Lawful Bases for Processing

Under GDPR, we must have a legal basis for every type of data processing. The lawful bases Flowers Barbican relies on are:

• Contractual Necessity: Most data is processed because it is necessary to fulfill your order and provide our services, including contacting you for order updates or delivery issues.
• Legal Obligation: Certain information may be retained or disclosed to comply with applicable tax laws, regulations, or governmental requests.
• Legitimate Interests: We may use your information for our legitimate business interests, such as improving our services, handling queries, or ensuring the security of our website and operations, provided these interests are not overridden by your rights.
• Consent: For marketing communications, we will only process your data with your explicit consent. You can withdraw consent at any time.

How We Use Your Data

Your data is used solely for the purposes of:

• Processing and delivering your order
• Communicating essential information about your order
• Providing customer support and responding to your queries
• Fulfilling legal and regulatory requirements
• Improving our services and business operations (for example, evaluating feedback)

Who Processes Your Data

Flowers Barbican limits access to your data to only those staff and trusted partners who need it to perform their roles. These may include:

• Internal Staff: Trained employees handling orders and customer service functions
• Payment Processors: Third-party payment service providers securely process your card transactions and payment information
• Delivery Partners: Courier companies or delivery operatives, to ensure prompt and accurate delivery of your order
• Technical Service Providers: IT support companies and hosting services involved in operating our website or order management systems

All third-party processors are contractually required to act only on our instructions, treat your data as confidential, and implement appropriate security measures. We do not sell or otherwise share your information with third parties for their own marketing purposes.

Data Retention

We retain your personal data only for as long as is necessary to fulfill the purposes for which it was collected, including:

• Processing your order and any aftercare (such as returns or queries)
• Meeting legal, accounting, or regulatory requirements (such as tax laws, which may require keeping records for up to 6 years)

After these periods, your data is securely deleted or anonymised so it can no longer be linked to you.

Your Rights

As a data subject under GDPR, you have the right to:

• Access: Request a copy of the personal data we hold about you.
• Rectification: Request correction of inaccurate or incomplete personal data.
• Erasure: Request erasure of your data where there is no longer a lawful basis for us to keep it ("right to be forgotten").
• Restriction: Request us to restrict or stop processing your data in certain circumstances.
• Objection: Object to processing based on legitimate interests, including for direct marketing.
• Portability: Request the transfer of your personal data to you or another provider in a machine-readable format.
• Withdraw Consent: Where processing is based on your consent, you have the right to withdraw this consent at any time.

If you wish to exercise any of these rights, please contact us and we will respond as required by law.

Security of Your Data

We implement strict technical and organisational measures to safeguard your personal data against unauthorised access, theft, loss, or misuse. This includes secure data storage, encrypted communications, regular staff training, and working only with compliant business partners. While we take all reasonable steps to protect your information, please note no method of transmission or storage is completely secure.

Children’s Privacy

Flowers Barbican does not knowingly collect personal data from children under the age of 16. If we become aware that information has been collected from a child, we will promptly delete it.

Changes to This Policy

We may update this Privacy Policy from time to time in response to legal, technical, or business changes. The latest version is always available to customers. Significant changes will be notified to you when appropriate.

Contacting Us

If you have any questions about this Privacy Policy or your personal data, please use our published contact details to reach our Data Protection Officer or a member of our customer care team. We are committed to working with you to resolve any concerns in line with our regulatory obligations.