FindChow Privacy Policy

FindChow Limited is the controller responsible for the personal information described in this policy, unless we explain otherwise.

• Legal name: FindChow Limited
• Company number: 14622114
• Privacy contact: support@findchow.co.uk

The information we collect depends on whether you use FindChow as a customer, merchant, website visitor or other user, and which features you choose to use.

2.1 Account, identity and contact information

We may collect your name, email address, telephone number, login details, user or merchant identifier, referral code, delivery and billing addresses, account preferences, and authentication information. If you register using Apple, Google or another sign-in provider, we receive the account information that provider makes available to us according to your settings.

2.2 Orders, transactions and customer activity

We collect information needed to place, fulfil and support orders, including selected items, quantities, prices, order value, order identifier, chosen merchant, delivery or collection method, scheduled time, delivery instructions, promotional codes, discounts, service fees, order status, order history, reviews, ratings, favourites, refunds and customer-support records. This may include food preferences or special instructions you choose to provide. Please do not include unnecessary sensitive information in free-text fields.

2.3 Payment information

Payments are handled by authorised payment processors. We may receive a payment token, payment method type, payment status, amount, service fee, limited card details such as the last four digits, and the reason a payment fails. We do not use analytics events to collect passwords or full payment-card details.

2.4 Location information

When you use a location-enabled feature and grant permission through your device, the app may access your approximate or precise device location. We use location to check whether FindChow serves your area, show relevant nearby merchants or availability, help you select or confirm a delivery location, and support delivery and order fulfilment. We also record whether location permission was granted and how a location was selected so we can operate and improve the location experience.

You can refuse location permission and, where the feature allows, enter an address or location manually. You can change location access at any time in your device settings. We do not sell location information or use it for third-party behavioural advertising.

2.5 Device, technical and diagnostic information

We may collect device type, operating system, app version, platform, browser type, IP address, device or advertising identifier where permitted, language, time zone, network and security logs, crash or error information, app installation or removal signals, notification status, and similar technical data needed to provide, secure and troubleshoot the Services.

2.6 Usage and analytics information

With your permission where required, we collect information about how you interact with the Services. This can include:

• app opens, sessions, first use, return visits, and periods of inactivity;
• registration and onboarding progress, including steps viewed or completed and time taken;
• screens or feeds viewed, searches and search terms, filters used, results shown, and merchants or items viewed;
• cart additions and removals, fulfilment choices, checkout progress, scheduled orders, promotions viewed or applied, and whether an order or payment succeeded or failed;
• order-status checks, favourites, reviews, notification opens, repeat orders and reactivation after inactivity; and
• for merchants, onboarding and verification progress, dashboard use, menu and inventory updates, orders received, accepted, rejected or prepared, response and preparation times, active days, commission events and payouts.

Analytics records may include event time and related identifiers such as user, merchant, item, order, session, campaign or promotion identifiers, along with quantities, values and other event properties. We use this information to understand funnels and retention, diagnose failures, measure feature performance and improve the Services. We aim to minimise the data included in analytics and do not intentionally send passwords or full payment details to analytics tools.

2.7 Communications, feedback and marketing

We collect messages you send to us, support enquiries, complaint records, survey responses and communication preferences. If you opt in to marketing, we also process your contact details and interactions with our marketing messages so we can send and assess relevant communications.

2.8 Merchant information

For Merchant Hub users, we may also collect business and representative details, merchant category, operating city and address, verification information, menus, stock availability, prices, bank or payout information, commission rates and amounts, payout periods, and operational performance information related to orders.

2.9 Information from other sources

We may receive information from payment processors, sign-in providers, merchants, delivery partners, app stores, fraud- prevention providers, analytics providers, communications providers and public authorities. For example, a payment processor may confirm whether payment succeeded, and a delivery partner may provide delivery status information.

UK data protection law requires us to identify a lawful basis for each use of personal information. We rely on the following bases:

Optional analytics helps us understand which screens and features are used, where people encounter problems, and whether product changes improve the experience. Where consent is required, optional analytics is activated only after you make an affirmative choice. You can withdraw that choice in the app's Preferences or privacy settings. Withdrawal stops future optional analytics; it does not undo processing that was lawful before withdrawal.

Some limited technical, security, transaction and service logs are necessary to operate the Services, prevent fraud, complete orders and investigate failures. These are not switched off with the optional analytics setting. We may also use aggregated information that no longer identifies you for reporting, forecasting and service improvement.

We share personal information only where needed for the purposes described in this policy, including with:

• merchants and food providers, so they can prepare and fulfil your order;
• delivery and logistics partners, so they can collect, deliver and update the status of an order;
• payment, identity-verification, fraud-prevention and payout providers;
• cloud hosting, database, analytics, app-performance, customer-support, email, SMS and push-notification providers acting on our behalf;
• professional advisers, insurers, auditors and potential investors or purchasers where appropriate safeguards are in place;
• courts, regulators, law-enforcement bodies or other authorities where required by law or necessary to protect legal rights; and
• a buyer or successor if FindChow is involved in a merger, financing, reorganisation or sale of all or part of its business.

Merchants and delivery partners may process information as independent controllers for their own legal or operational purposes. Their own privacy notices may also apply. We do not sell personal information.

Some service providers may process information outside the United Kingdom. Where personal information is transferred to a country not recognised as providing adequate protection, we use an appropriate safeguard, such as the UK International Data Transfer Agreement, the UK Addendum to approved standard contractual clauses, or another lawful transfer mechanism. You may contact us for more information about the safeguards relevant to your information.

We keep personal information only for as long as needed for the purpose for which it was collected, including legal, accounting, fraud-prevention and dispute-resolution requirements. Our general retention approach is:

These periods are targets and may vary where the information has been anonymised, a legal hold applies, a dispute is ongoing, or law requires a different period. Backup copies are deleted or overwritten on a controlled cycle.

We use appropriate technical and organisational measures designed to protect personal information against accidental or unlawful loss, misuse, alteration, disclosure or access. These measures include access controls, secure transmission, monitoring, supplier controls and staff access limited to business need. No internet or storage system is completely secure, so we cannot promise absolute security.

Depending on the circumstances, UK data protection law gives you the right to:

• request access to the personal information we hold about you;
• ask us to correct inaccurate or incomplete information;
• ask us to delete information in certain circumstances;
• ask us to restrict how information is used;
• object to processing based on legitimate interests or to direct marketing;
• receive certain information in a portable format or ask us to transfer it;
• withdraw consent at any time where processing relies on consent; and
• complain to the Information Commissioner's Office (ICO).

To exercise a right, email info@findchow.co.uk. We may ask for information needed to verify your identity. Rights are not absolute, and we will explain if an exemption applies. We normally respond within one month, subject to lawful extensions for complex requests.

You may request deletion of your FindChow account and associated personal information through the account deletion option in the app or by emailing support@findchow.co.uk from the email address linked to your account and using the subject line "Delete my FindChow account". We will delete or anonymise information that is no longer required, but may retain transaction, tax, fraud-prevention, dispute and suppression records where law or a continuing legitimate purpose requires this.

We may use order history, searches, favourites and app activity to rank or recommend merchants, meals, groceries or promotions. This personalisation does not produce legal or similarly significant effects. We do not currently make decisions about you based solely on automated processing that have legal or similarly significant effects. If this changes, we will provide the information and safeguards required by law.

The Services may link to or integrate with services operated by third parties. We do not control their privacy practices. Please review their privacy information before providing personal information directly to them.

We may update this policy when our Services, data practices or legal obligations change. We will post the updated policy and change the date above. If a change materially affects how we use personal information, we will provide additional notice where required.

Questions, requests or complaints about this policy or our use of personal information should be sent to:

• Email: support@findchow.co.uk

You also have the right to complain to the UK Information Commissioner's Office. Visit https://ico.org.uk/make-a-complaint/ or call 0303 123 1113. We would appreciate the opportunity to address your concern first, but you do not have to contact us before approaching the ICO.

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