Privacy policy

This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from flowersugar.com (the "Site"), or when you communicate with us through WhatsApp.

Personal information we collect

When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as "Device Information".

We collect Device Information using the following technologies:

• "Cookies" are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
• "Log files" track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
• "Web beacons", "tags", and "pixels" are electronic files used to record information about how you browse the Site.

Additionally, when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number. We refer to this information as "Order Information".

WhatsApp Information

If you contact us through WhatsApp, or if you opt in to receive messages from us on WhatsApp, we collect certain information through the WhatsApp Business Platform, including:

• Your WhatsApp phone number and WhatsApp profile name;
• The content of the messages you send to us and that we send to you, including any photos, documents, or other media shared in the conversation;
• Metadata about the conversation, such as the date and time messages are sent, delivered, and read; and
• Any other information you choose to share with us during the conversation (for example, your order details, delivery preferences, or special instructions).

We refer to this information as "WhatsApp Information". WhatsApp messages are processed through the WhatsApp Business Platform, which is provided by Meta Platforms, Inc. ("Meta").

"Personal Information" in this Privacy Policy refers to Device Information, Order Information, and WhatsApp Information.

How do we use your personal information?

We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:

• Communicate with you;
• Screen our orders for potential risk or fraud; and
• When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

We use the WhatsApp Information that we collect to:

• Respond to your enquiries and provide customer support;
• Send you order-related notifications, such as order confirmations, payment confirmations, shipping and delivery updates, and appointment or delivery scheduling;
• Where you have opted in, send you marketing messages, promotions, and information about our products and services; and
• Keep a record of our communications with you for quality, training, and dispute-resolution purposes.

We only send you WhatsApp marketing messages where you have given us your prior consent to do so, and you can withdraw that consent at any time (see "WhatsApp Business messaging" below).

Sharing your Personal Information

We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store—you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site—you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.

When you communicate with us through WhatsApp, your messages and related WhatsApp Information are processed by Meta through the WhatsApp Business Platform in order to deliver those messages. You can read more about how Meta handles information sent through the WhatsApp Business Platform here: https://www.whatsapp.com/legal/business-policy/ and in Meta's broader privacy policy here: https://www.facebook.com/privacy/policy/. We may also use a third-party WhatsApp Business Solution Provider to help us send and receive messages on our behalf, and your WhatsApp Information may be processed by that provider for this purpose.

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

WhatsApp Business messaging

We use the WhatsApp Business Platform to communicate with customers who choose to reach us, or to receive messages from us, on WhatsApp.

Opt-in. We will only send you WhatsApp messages where you have opted in to receive them—for example, by messaging us first, by providing your WhatsApp number and agreeing to be contacted on WhatsApp at checkout or through a form, or by otherwise giving us your consent. By contacting us on WhatsApp, you understand that we will use your WhatsApp Information to respond to you and to provide the services described in this policy.

Types of messages. Depending on your preferences, we may send you service messages (such as order and delivery updates) and, where you have separately consented, marketing messages.

Opt-out. You can opt out of receiving WhatsApp messages from us at any time by replying "STOP" to any message, by messaging us to ask to be removed, or by contacting us using the details below. You can also block our number within WhatsApp. Opting out of marketing messages will not affect service messages that are necessary to complete an order you have placed with us.

WhatsApp's own terms. Your use of WhatsApp is also subject to WhatsApp's own terms of service and privacy policy, which govern your relationship with WhatsApp and Meta. We do not control, and are not responsible for, WhatsApp's data practices.

Behavioural advertising

As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative's ("NAI") educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by using the links below:

• Facebook: https://www.facebook.com/settings/?tab=ads
• Google: https://www.google.com/settings/ads/anonymous
• Bing: https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance's opt-out portal at: http://optout.aboutads.info/.

Do not track

Please note that we do not alter our Site's data collection and use practices when we see a Do Not Track signal from your browser.

Your rights

If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.

Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

Data retention

When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

We retain WhatsApp Information, including the content of our message exchanges with you, for as long as is necessary to provide you with support, fulfill your orders, and meet our legal and operational requirements, unless and until you ask us to delete this information.

Changes

We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

Minors

The Site is not intended for individuals under the age of 18.

Contact us

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at sales@flowersugar.com.