Privacy Policy

1. Who we are

Pawsome Deli Ltd, trading as Pawsome Deli, is responsible for the personal information described in this policy.

Company number: 17432380
Address: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
Email: hello@pawsomedeli.co.uk

For the purposes of applicable data protection law, Pawsome Deli Ltd is the data controller.

This policy explains how we collect and use personal information when you visit pawsomedeli.co.uk, use the Pawsome Deli app, create an account, purchase products or contact us.

We process personal information in accordance with applicable UK data protection law, including the UK GDPR and the Data Protection Act 2018, as amended.

2. Information we collect

The information we collect depends on how you interact with us.

Contact and account information

This may include your name, email address, telephone number, billing and delivery addresses, account identifier and authentication information.

Order and payment information

We collect details of products ordered, quantities, order history, delivery instructions, payment status, transaction references, refunds and related correspondence.

Payment card information is handled through the payment provider used at checkout. Our app uses Stripe to process payments. We receive information needed to confirm and manage the transaction rather than your card security code.

Customer-service information

We collect information you provide when making enquiries, requesting returns, reporting a product issue or making a complaint. This can include messages, photographs, order references and product batch details.

Please avoid sending sensitive personal information that is unnecessary for your enquiry.

App and device information

The app may process installation identifiers, authentication tokens, app version and build information, notification preferences and device notification tokens.

If you use push notifications, we record information about notification sending and whether you tap a notification to open the app, including the notification identifier and time of the interaction.

App installation and notification records may be associated with your customer account when you sign in, or with guest orders placed from that installation.

Technical information

Our website, app and supporting services may process IP addresses, browser or device information, request times and technical logs to operate the service, diagnose problems and protect against misuse.

Preferences

We record relevant communication preferences and any consent or withdrawal of consent you provide.

3. Where information comes from

We receive information:

• Directly from you when you register, order, contact us or manage preferences.
• Automatically through your use of our website and app.
• From payment providers confirming transactions, refunds or payment disputes.
• From delivery providers supplying tracking and delivery updates.

If you provide another person’s details, for example as a delivery recipient, please ensure they know you have shared their information with us and direct them to this policy.

4. Why we use information and our lawful bases

We use personal information only where we have an applicable lawful basis.

Where we rely on legitimate interests, we consider the effect on your rights and reasonable expectations.

Where information is necessary to process an order or provide an account, we may be unable to provide that service if you do not supply it. Optional information and marketing choices are not conditions of purchasing from us.

5. Payments

Our app uses Stripe to process payments. The website’s available payment methods are displayed at checkout.

Payment providers receive the information required to process payments, authenticate transactions, prevent fraud and meet their legal obligations. They may act as independent data controllers for some of these purposes.

We use transaction information to confirm payment, fulfil orders, issue refunds and manage disputes.

6. App storage and notifications

The app stores information on your device to support features such as authentication, your basket and access to orders.

If you enable push notifications, a device notification token allows us to send messages through Apple’s Push Notification service. These may include order updates and, where you have agreed to receive them, promotional messages.

Our notification system records sending outcomes and notification taps. A sending outcome does not necessarily confirm that a notification was displayed or read.

You can disable notifications in your device settings and contact us to update your marketing preferences.

Uninstalling the app does not automatically delete your customer account or records held by us. To request account closure or deletion, email hello@pawsomedeli.co.uk.

7. Marketing preferences

Where you consent to marketing, we may send information about products, offers and Pawsome Deli news through the channels you have selected.

You can withdraw consent at any time by using the unsubscribe option in a marketing email or contacting hello@pawsomedeli.co.uk. App notification permissions can also be managed through your device settings.

Withdrawing consent does not affect the lawfulness of processing carried out before withdrawal.

Opting out of marketing does not prevent essential communications about orders, payments, safety issues or your account.

We may retain a minimal record of your opt-out so that we can continue to respect it.

8. Cookies and similar technologies

Our website and app use storage technologies to provide requested functions, such as maintaining a basket, keeping you signed in and supporting secure checkout.

Where consent is legally required for optional cookies or similar technologies, we ask for it before using them. You can withdraw that consent through the relevant privacy controls.

Blocking essential storage technologies may prevent some features from working.

9. Who we share information with

We share relevant information where necessary with:

• Website hosting, infrastructure and technical support providers.
• Payment providers, including Stripe for app payments.
• Delivery companies fulfilling and tracking orders.
• Email and customer-service providers supporting our communications.
• Apple for delivery of iOS push notifications.
• Professional advisers, such as accountants, insurers and legal advisers.
• Regulators, public authorities or law-enforcement bodies where legally required or otherwise lawfully justified.

Providers acting on our behalf are required to process information under appropriate contractual arrangements.

Some organisations, including payment providers and delivery companies, may act as independent controllers for particular activities and explain their processing in their own privacy notices.

If our business undergoes a sale or restructuring, relevant information may be shared where necessary, subject to appropriate confidentiality and data protection safeguards.

10. International transfers

Some service providers may process personal information outside the United Kingdom.

Where a transfer is restricted under UK data protection law, it must be covered by an applicable adequacy regulation or appropriate safeguards, such as approved contractual protections, together with any required assessment.

You can contact hello@pawsomedeli.co.uk for information about applicable safeguards and how to obtain a copy.

11. How long we keep information

We retain personal information only for as long as necessary for the purpose for which it was collected.

We determine retention periods by considering:

• Whether information is needed to fulfil an order or maintain an account.
• Applicable tax, accounting and other legal requirements.
• The time reasonably needed to handle enquiries, complaints and disputes.
• Relevant legal claim periods.
• Whether technical and notification records remain necessary for their stated purposes.

Account closure does not always require immediate deletion of all information. For example, we may need to retain transaction records for legal obligations or an ongoing dispute.

Where retention is no longer necessary, we delete or anonymise information. Copies in backups are removed through the applicable backup replacement cycle.

12. Keeping information secure

We use appropriate technical and organisational measures to protect personal information against unauthorised access, loss, misuse or disclosure.

Access is limited to people and providers who need it for their work.

Please keep your account credentials secure and contact us promptly if you suspect unauthorised access.

13. Your data protection rights

Depending on the circumstances, you may have the right to:

• Request access to your personal information.
• Ask us to correct inaccurate or incomplete information.
• Request deletion.
• Ask us to restrict processing.
• Object to processing based on legitimate interests.
• Receive certain information in a portable format.
• Withdraw consent where processing relies on consent.

You have the right to object to the use of your information for direct marketing at any time.

These rights are subject to legal conditions and exceptions. For example, a deletion request may not extend to records we must retain by law.

To make a request, email hello@pawsomedeli.co.uk. We may request reasonable information to confirm your identity. We normally respond within one month, subject to any lawful extension or applicable clarification process.

14. Automated decisions

We use automated fraud-prevention checks when assessing orders placed through our website and app. These help protect customers and Pawsome Deli Ltd against fraudulent transactions and unauthorised payments.

The checks assess information associated with an order and its payment, including information and risk indicators supplied by our payment and fraud-prevention providers. Automated rules or risk assessments identify transactions that may require additional verification or present an increased risk of fraud.

Depending on the outcome, an order or payment may proceed, require additional verification, be referred for review or be declined. In some cases, a decision may be made automatically without a person reviewing it first. A declined transaction does not necessarily mean that you have acted fraudulently.

We process personal information for these purposes on the basis of our legitimate interests in preventing fraud, protecting customers and securing our business.

Requesting a human review

If you believe an automated decision is incorrect, you can contact hello@pawsomedeli.co.uk to:

• Request a human review of our decision.
• Explain your circumstances and challenge the outcome.
• Ask us to correct inaccurate information used in the assessment.
• Request an explanation of the decision and its consequences.

Please include your order reference, if available, but do not send full payment-card details or security codes.

A member of our team with authority to reconsider our decision will review the relevant information, consider any additional details you provide and explain the outcome. A review does not guarantee that an order will be accepted.

Where a payment has been declined independently by your bank or payment provider, we may also direct you to that organisation because we cannot override its decision.

15. Children’s information

Our shopping services are intended for adults and are not directed at children.

If you believe a child has provided personal information to us inappropriately, contact hello@pawsomedeli.co.uk so that we can investigate and take appropriate action.

16. Privacy complaints

If you have concerns about how we handle personal information, please contact:

Email: hello@pawsomedeli.co.uk
Post: Privacy Enquiries, Pawsome Deli Ltd, 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.

We will investigate your complaint and explain our response.

You also have the right to complain to the Information Commissioner’s Office, the UK data protection regulator. See the ICO complaints page.

17. Changes to this policy

We may update this policy when our services, processing activities or legal requirements change.

The latest version will be available through our website and app.