Privacy Policy

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Privacy Policy
Effective Date: 29th September 2024

What does this Privacy Policy cover?

Your privacy is very important to us and we want to assure you that we take the confidentiality and security of your personal data very seriously.
This privacy policy covers personal data collected by us through this Website.  The term “Website” as well as any of our consumer apps (e.g. voice ordering apps), mobile websites, and other related subdomain websites and services (collectively, the “Websites”). The term Websites also covers the collection of personal data through direct mail or coupon campaigns, telephone sales or through social media channels.
This privacy policy explains the following key topics listed below, as well as many other topics:

• What personal data we collect and how we collect it
  • Personal data you provide when you purchase from us
  • Personal data obtained when you use our Website
  • Personal data obtained if you contact us
• How we use the personal data we collect from you
  • To fulfil your order
  • For customer care
  • For marketing
  • For internal business purposes
• Our lawful basis for processing your personal data

Our goal is to keep this privacy policy up to date and, therefore, we recommend that you review this privacy policy periodically. At a minimum, we recommend reviewing this policy together with each new purchase you make with us. We will inform you of material changes to this privacy policy to the extent required by applicable laws.

• Joint Data Controller

This Website is operated by Interflora British Unit (“Interflora”) together with the local florist identified on this Website (“we”, “our”, or “us”). When you send orders or otherwise interact with our Website, the local florist is the “data controller” and Interflora is the “data processor”, as those terms are defined by the General Data Protection Regulation (“GDPR”). When you send orders for delivery other than by the local florist or outside of the local delivery area, Interflora becomes a “joint data controller” along with the local florist and Interflora is also the “data processor”.

• What personal data do we collect?

We collect personal data from you whenever you interact with our Website, including when you make purchases, when you browse our Website, when you use our services or when you sign up to receive any of our services. When providing personal data to us through a form, we indicate which personal data is optional. Please note that, when collection of personal data is required or necessary either as needed for us to fulfil your order or based on legal obligation and you elect not to provide the personal data, we may not be able to accept or fulfil your order.
The types of personal data that we will collect, store, maintain or process includes the following. We provide further details regarding the use of the personal data in Clause 9.
Personal data you provide when you purchase from us

• Your contact details you provide when placing your order, including name, title, billing address, telephone numbers and email address
• Recipient and delivery details you provide when placing your order, including name, address, contact telephone numbers, delivery instructions and email address
• The occasions for which you purchase our goods and services such as birthdays and anniversaries
• Any personal data contained within the card message (e.g., names and birthdays)
• Details associated with the products you order
• When you make a purchase, your payment card details (in accordance with payment card industry standards)
• Your communication and marketing preferences including delivery updates and notifications

Additional Personal Data provided through any available “My Account” feature

• Customer title, name, preferred name, telephone number and type, email address, email address type and postal address
• Recipient title, name, preferred name, telephone number, email address and postal address
• Any stored payment card details (in accordance with payment card industry standards)

Additional Personal Data obtained when you use our Website

• Details of your online browsing activities on our Website such as the pages visited and the parts of the Website used
• Details of the type of device used to access our Website (device screen size, device type), your device IP address, and your device location, browser information and the preferred language used to display our Websites.
• Information from social networking sites when you interact with us through our social networking sites. We collect the following data from social media accounts:

● Facebook – first name, last name, profile picture
● Instagram – username, name, profile picture, bio, website URL, follower count 

Additional Personal Data obtained through contact with us

• Details of your interaction with emails that we send you including links that you click and emails that you open
• If contact occurs between us, we will keep a record of that correspondence, including your name and contact data, and details of your customer care issues or other concerns and our responses (including any recorded telephone calls)

Our Website is not intended for use by persons under the age of 18 and our terms and conditions require that a person be 18 or older when placing an order with us. If you believe we have collected personal data from a person under the age of 18, please notify us at the information provided in Clause 15.

• How we use the personal data we collect from you?

We will use your personal data for the following purposes:
To fulfil your order:

• To process your order
• To process payment including payment authorisation via payment card, cheque, gift card or other third party payment processor
• To carry out identity verification and fraud prevention checks when purchasing with a payment card and validating personal data you provide via a third party payment processor
• To provide data to any third party supplier or vendor who may fulfil your order on our behalf
• To provide order confirmation, delivery status notifications on any order placed with us

For customer care purposes:

• To address any customer care issues that occur either with respect to a product or service, delivery, or a complaint or enquiry that you or your recipient raise with us
• To contact you with any changes, cancellation or other issues with your order
• To manage any available registered accounts you have through the Website
• To obtain customer feedback with respect to an order either from you or your recipient (to the extent permitted under the applicable law)

NOTE: Please note that you will receive communications with respect to fulfilling your order or for customer care purposes even if you opt out of receiving marketing communications.
For marketing purposes (including personalisation):

• To keep you up-to-date with new products and services that we think will be of interest to you
• To provide you with promotional offers
• To personalise your experience with Interflora by providing information on products, services, news and updates tailored specifically to you through insights we have from the data you provided to us
• To provide personalised marketing to you based on insights we have gained from the data you have provided to us (e.g. your purchasing history, the occasions you have purchased for and the frequency you have purchased from us)
• To serve you with marketing advertisements based on your browsing history on our Website, to the extent you use our Website, through cookies on our Website or within any available registered account with us. See our Cookie Policy
• Notify you of competitions and prize draw offers to enable you to enter and to notify you of any wins

For marketing through third parties:
If you use our Website and you have agreed to accept cookies, then you may receive personalised advertisements of our products and services when browsing other websites using the same computer or device you used to view our Website. This marketing is enabled through the cookies collecting data of your online browsing behaviour. These cookies are operated by a third party and the advertisements are provided through a third party. Details of our third party providers are available within the Data Sharing section of this policy.
You can remove or disable cookies at any time, see our Cookie Policy.
For marketing through third parties (including online advertising):
If you use our Website, then you will receive marketing from us through our third party suppliers such as email campaigns and direct marketing campaigns promoting our products and services.
By using our Website you will also receive personalised online advertisements when browsing other websites using the same computer or device you used to view our Website. Online advertising is enabled through the cookies collecting data of your online browsing behaviour. These cookies are operated either by Interflora or by a third party and the online advertising is provided through a third party.
Please note that we use search engine advertising programmes e.g. Facebook, Google Adwords and other advertising platforms to serve online advertising.  If you are a registered user with these types of advertising platforms, we will use your email address or other contact information, in an encrypted format, to:

• Match with your profile on these advertising platforms so that we can provide you with personalised online advertising on these advertising platforms
• To find other registered users (known as “lookalikes”) of these advertising platforms that share similar interests to you based on:
  • Information we have observed about you from your interactions with our Website
  • The information these advertising platforms hold about you

Please note that the online advertising outlined above is subject to the privacy choices you have made on these advertising platforms.
You can opt out of receiving online advertising from us via Privacy Settings.
Details of our third party providers are available within Clause 10 of this policy.
You can remove or disable cookies at any time, see our Cookie Policy.
For internal business purposes:
We will use any of the personal data collected to help us to understand how many people interact  with our Website, how well the Website is working and to consider any improvements we may need to make to the Website to improve your online experience. It also helps us determine what products and services you are interested in and what you or other customers might wish to purchase from us in future.
More specifically, we may use your personal data for the following internal business purposes:

• To analyse your browsing and purchasing activity on our Website, including any search terms you may have entered into our Website
• To analyse the demographic data we collect when you place your order or otherwise use our Website including your title, address, IP address, browser type, and occasions for which you purchase flowers in order to offer you better products and services and improve our business
• To analyse customers shopping with us to understand our target audience for the purposes of selecting similar customers for advertising purposes
• To analyse delivery location data you provide when placing your order to understand the delivery logistics required for our delivery network
• To analyse your responses to our marketing communications
• To ensure our online content is presented in the most effective manner for you and your electronic device(s) i.e. tailored for a desktop computer, tablet, iPhone, Android or voice ordering systems (e.g. Amazon Alexa)
• To obtain customer feedback with respect to an order either from you or your recipient (to the extent permitted under the applicable law) to determine the quality of the customer or recipient experience and to improve customer care experiences
• To develop and provide new or improved products or services
• To better understand our users’ needs and to optimize our services and your experience, (e.g. how much time users spend on which pages, which links users choose to click, what users do and don’t like, etc.). This enables us to build and maintain our services with user feedback, via a third party supplier. The third party supplier uses cookies and other technologies to collect data on users’ behaviour and their devices. The data is stored by the third-party on our behalf in a pseudonymized user profile and they are contractually forbidden to sell any of the data collected on our behalf.
• To gain information and insights from your profile, use and interactions with pages or accounts we operate on social media platforms
• For crime and fraud prevention, detection and related matters, including cooperation with the police and similar authorities with their lawful queries and investigations
• To confirm your identity, as necessary
• To comply with any legal obligation for the purposes of good governance or regulatory guidance with respect to applicable law
• With respect to any legal claims or related guidance by our advisors

With respect to any mergers or acquisitions or other business or legal affairs as further described in Clause 10       

• When may you opt out of marketing communications?

You have the right to opt out of receiving direct marketing communications at any time. We will address your opt out request as soon as possible, but no longer than one month from the date we receive your request.
You may opt out of marketing communications or change your preferences with respect to marketing communications by:

• Unsubscribing from emails using the unsubscribe link which can be found in all marketing emails
• Unsubscribing from any SMS messaging by texting “STOP” to the number included in the SMS message
• Updating your preferences on our Website via the Privacy Settings
• Updating your preferences within any available “My Account” feature, to the extent available
• Contacting us via the contact information provided in this policy
• What is our Cookie Policy?

You are not required to accept cookies in order to make a purchase. For example, you may place an order through a direct mail or coupon campaign or through our customer call centre. However, by making a purchase through our Website, you agree to our Cookie Policy, which includes more information about disabling cookies. See our Cookie Policy.

• How do we protect your personal data?

We are committed to protecting and respecting your privacy rights, and to ensuring that your personal data is safe and secure.
We use administrative, organisational, technical and physical safeguards to protect personal data. Our security controls are designed to protect your personal data from unauthorised alteration, access, disclosure, and use. We regularly test our Website, data centres, systems, and other assets for security vulnerabilities. In addition, at a minimum, our safeguards involve appropriate technical and organisational measures including, but not limited to, encryption services, review of our data collection, storage and processing practices (including physical security measures, to guard against unauthorised access to systems), scenario planning and crisis management protocols to ensure we are able to respond to cyber security attacks and data security incidents, regular penetration testing of systems, security controls to protect our IT infrastructure from external attack and unauthorised access, and internal policies setting out our data security approach and training for employees.
We handle payment card data in a manner consistent with the Payment Card Industry Data Security Standard (PCI-DSS).

• What can you do to protect your personal data?

We will never ask you to confirm any bank account or credit card details in writing or via email. If you receive an email or any other written communication claiming to be from us, asking you to provide this data, please ignore it and do not respond.
If you are using a computing device in a public location, you should always log out and close the website browser when you have finished your online session.
If you create an account with us, you must keep your password private and avoid using the same password for multiple online accounts. Any password created should be at least 8 characters long and must include at least one upper case letter, one lower case letter and one symbol. We recommend regularly changing your password, which you can do within your account.

• Our lawful basis for processing personal data

We rely on different lawful basis for processing personal data. In some cases, more than one lawful basis may apply with respect to the same personal data.
Contract: We collect and process personal data in order to fulfil the order you place with us, and in accordance with our contract with you to fulfil your order. Such personal data includes the items detailed in Clause 3 under the title “To fulfil your order”.
Legitimate Interest: We collect and process personal data for our legitimate interests in fulfilling and processing your order, any customer care issues, to conduct research, to send email, direct marketing and online advertising to you, handling legal claims, and for fraud identification and prevention checks. Such personal data includes the items detailed in Clause 4 under the title “For customer care purposes”, “For marketing purposes”, “For marketing through third parties” and “For internal business purposes”. With respect to any direct marketing we provide on the basis of a legitimate interest, you can unsubscribe as described in Clause 5.
Consent: : We collect and process personal data from your social media accounts when you interact with us through our social nertworking sites. Such personal data includes the items detailed in Clause 3 under the title “Additional Personal Data obtained when you use our Websites”. Where you log into a  social media platform  such as a Facebook, you grant permission to the social network to share your user details with us In addition to the legitimate interests outlined above, we rely on the consent you have provided as the legal basis for our marketing communications. You can unsubscribe to the marketing communications as described in Clause 5. Please note that withdrawing your consent may not be sufficient to cease all communications or for us to delete your personal data since we may have another lawful basis or ongoing reason we need to keep personal data such as a new purchase or record keeping legal obligations. Please further note that if you make a purchase with us after you have withdrawn your consent, we may collect and use personal data in accordance with this privacy policy with respect to that purchase and you will be asked for consent for marketing communications again.
Legal Obligations: We are required to comply with applicable laws, rules and regulations as well as industry standards and orders by courts with jurisdiction over us. In doing so, we may collect and retain personal data. For example, we create and maintain records of your orders to maintain the tax and accounting records required by applicable laws, and to share such records with the tax authorities as and when required.