Privacy policy

This policy explains what we collect when you use penelopestrade.co.uk, why, and what your rights are. Penflo Retail Limited (trading as Penelope's Trade) is the data controller.

Information we collect

• Contact details you provide: business name, contact name, address, phone and email.
• Order information: items, delivery date, shipping address, payment status. Card details are handled by Shopify, not by us.
• Account and login status in our Supabase project, used to gate trade pricing and checkout.
• Messages you send us by email or through the contact form.
• Basic technical data such as device and pages visited, used to keep the site working.

FreshProof and complaint data

FreshProof is our digital verification process for reporting damage, shortage, incorrect items or quality issues with fresh flowers and other perishable goods.

When you use FreshProof (by scanning a QR code on a delivery box, using the link in your FreshProof email, or any other access method we provide), we and our FreshProof providers may collect and store:

• Your order number and delivery date
• Photographs and descriptions of the issue
• Timestamps showing when you opened and submitted the report
• Answers to FreshProof prompts

We use FreshProof data to assess complaints, issue Store Credit where appropriate, defend chargebacks and improve quality control. FreshProof records may be kept for several years where needed for legal, tax, complaint or dispute purposes.

How we use your information

We use your personal information to perform our contract with you, including:

• Processing payments and fulfilling orders
• Sending notifications related to your account, purchases, returns or deliveries, including dispatch and FreshProof emails
• Maintaining and managing your trade account
• Reviewing and approving trade account requests

We do not sell your data.

Disclosure to third parties

We share information with vendors who help us operate the shop, including our website platform (Shopify), fulfilment partners, payment processors and FreshProof or complaint system providers, purely to fulfil your orders and handle complaints. We never publish supplier names on the storefront.

How long we keep it

We keep account and order records for as long as your account is active and as long as we are required to for tax and legal reasons. FreshProof reports and photographs may be kept longer for dispute and quality purposes.

Your rights

You can ask to see, correct, or delete the personal data we hold, or to close your trade account. Email accounts@penelopestrade.co.uk and we will help. Some rights are not absolute where we must keep order, FreshProof or tax records.

Contact

Questions about privacy: accounts@penelopestrade.co.uk

See also our Terms and conditions and FreshProof policy.