Privacy Policy

Privacy Policy

 

In sharing your personal information we hope you in return benefit from a tailored and convenient shopping experience. With trust comes responsibility and we take this responsibility very seriously.

This Privacy Notice helps you to understand how we use your personal information, who we share it with and the rights that you have. 

This Privacy Notice applies when you share your personal information with us, for example if you contact us with a query or we send you marketing.

We change the terms of this Privacy Notice from time to time and you should check it regularly. The last updated date is shown at the beginning of the document. If we make any material changes we will take steps to bring it to your attention.

 

Who are we?

We are Stemclub.co.uk.

We are the data “controller”, which means we are responsible for deciding how and why your personal information is used. We’re also responsible for making sure it is kept safe, secure and handled legally.

We operate to the highest standards when protecting your personal information and respecting your privacy. If you have any questions about your personal information, or how we use it, you can contact him and our Data Protection Team via contact us page. ( Subject: Data Protection Enquiry)

 

Your Rights

You have a number of ‘Data Subject Rights’ below is some information on what they are and how you can exercise them.

  • Right of Access- you have the right to request a free copy of the personal information we hold on you. 
  • Right of Rectification- If you think that the information we hold about you is incorrect, you can request it be updated. We may ask you to show evidence to prove that is incorrect
  • Right to be forgotten– You have the right to request deletion of all your personal information that Stemclub.co.uk hold.
  • Right to data portability – You have the right to ask us to electronically move, copy or transfer your personal information in a machine readable format.
  • Rights with regards to automated decision making, including profiling – We sometimes use your personal information to make decisions by automated means. This involves us analysing your account activity including applications, orders, payments etc. We do this to confirm your identity, prevent and detect crime, and lend responsibly. This automated decision making is necessary if you would like to continue to shop with us online. You have a right to reject automated decisions but it may mean that you can only shop with us in our stores
  • Right to withdraw Consent – Where we are relying on your consent for processing you can withdraw or change your consent at any time.

 

If you have any general questions or want to exercise any of your rights please contact us.

Our security procedures mean that we may need to request proof of identity before we disclose personal information to you in response to any request.

 

The lawful bases we use to process data

We will only ever process your information if we have a lawful basis to do so. The lawful bases we rely on are;

  • Contract – This is where we process your information to fulfil a contractual arrangement we have made with you.
  • Consent – This is where we have asked you to provide explicit permission to process your data for a particular purpose.
  • Legitimate Interests – This is where we rely on our interests as a reason for processing, generally this is to provide you with the best products and service in the most secure and appropriate way.
  • Legal Obligation – This is where we have a statutory or other legal obligation to process the information, such as for the investigation of crime or to meet responsible lending criteria.

The information we collect and how we use it

 

We collect and use the information that you provide to us directly, for example when you register for an account; we also use cookies and other similar technologies to collect information from your devices when you interact with our advertising or use our website. We also keep records when you speak to our customer service teams. For more detailed information you can read the below which outlines how we use your personal information:

 

To process any orders that you place with us and to facilitate any returns (Contract)

  • We take payment details to process payment for any credit or debit card orders you place with us. We share these details with our chosen payment processors (for example Worldpay or Paypal)
  • We use your account information plus your chosen delivery address details to; deliver your purchases and keep you informed of their status, and to process any returns including (where appropriate) collecting the item from you.
  • Our chosen payment processors store your payment card details at your request to speed up your checkout in the future (consent)

 

 

 

To provide customer service to you (Legitimate interest)

  • We record calls and keep correspondence (customer service records) when you contact our customer service teams or interact with us on social media. We use these customer service records to manage your queries or complaints effectively, for quality monitoring and to continually improve our services.

To inform you about products and services that may interest you (Legitimate Interest)

  • We use technologies such as cookies within digital marketing networks, ad exchanges and social media networks such as Facebook’s Custom Audience to get relevant marketing messages across to you and other customers. We share aggregated and anonymised information about the customer segments we are interested in reaching with advertising partners, so they can focus on showing adverts to those who are most likely to be interested in our products, services and offers, and to prevent them showing you irrelevant or repetitive advertisements.
  • We share limited information with selected suppliers to enable them to identify new prospective customers on our behalf and to prevent us repeatedly advertising products or services you have already bought.
  • We receive information on how you interact with our adverts and content on third-party websites and social media platforms (such as Google or Facebook) which we use to tailor the information that is displayed to you.

To keep in touch with you (Legitimate Interest)

  • When you register for an account and shop with us we start to keep you up to date with news of products and services including store events, offers, promotions and Sale information, unless you tell us you don’t want us to through your account or using the link in every email that we send to you.
  • When we send you communications we use records of how you interact with our website and any other marketing we’ve sent to you, along with purchase history, to tailor the messages to include information you are most likely to be interested in.
  • We use your account information to notify you about important service messages, such as material changes to this policy, product recalls or information about your account.

To ensure the Website and the services we offer you operate properly (Legitimate Interest)

  • We use cookies and other similar technologies to keep track of your preferences when using our site.
  • We use other cookies and similar technologies to help us understand how you use the site, this allows us to optimise your shopping experience and continually improve our site.
  • We gather information about the devices you use to access our sites (desktop and mobile) for example your IP address and device type, to ensure the site is secure and works across multiple platforms.
  • We use information for Logistics planning, demand forecasting, management information, dealing with errors on our site, and general research and development.

To prevent and detect crime (Legitimate interest/Legal obligation)

  • We use your account information, order history and payment history to assist in monitoring for fraudulent transactions or suspected money laundering.

To fulfill our legal obligations (Legal obligation)

  • We use your data to ensure we comply with any requirements imposed on us by law or court order, including disclosure to law or tax enforcement agencies and authorities or pursuant to legal proceedings.
  • We will share data with regulatory and other official bodies if they make formal requests.
  • We will maintain records to meet regulatory and tax requirements.
  • We will use your account information to contact you in connection with product recalls or other similar product quality issues and to comply with our legal obligations in connection with the sale of age restricted products.

How long we keep it for

We keep your personal information as long as you are a customer of ours and generally for seven years afterwards to comply with legal requirements. During that time we take steps to remove any personal data as soon as we no longer need it.

 

Third Parties we share data with and receive data from

We work with a number of trusted third parties to provide you high quality goods and services. Anybody we work with is subject to stringent security and data privacy assessments before we begin to do business with them and on an ongoing basis.

We always make efforts to anonymise data and only pass over personal information that is absolutely necessary for the purposes it is being processed. We always do so securely.

We have contracts in place with all suppliers that help us to ensure security and privacy of your personal information, these are reviewed and updated regularly and always in line with data protection laws.

 

How you can get in touch:

If you would like to contact us regarding any aspect of the privacy policy, please contact us.

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