We will only process your information if there is a reason for doing so, and if that reason is permitted by law.

 

We use your information to:

• enable us to provide you with access to the relevant parts of our website and our/partners’ apps;

• supply the services you have requested;

• enable us collect payment from you; and

• contact you about our services where necessary e.g. to resolve issues you may have with your order.

We also process your information where we have a legitimate interest for doing so, including:

• personalizing our services to make improvements to the effectiveness and quality of the order process;

• tailoring content that we or our partners display to you e.g. showing you partners in your area or personalizing advertising so it is most relevant to you;

• enabling our customer support team to help you with any enquiries or complaints you may have;

• contacting you for your comments/feedback regarding our website, apps and services;

• notifying you of any important changes or developments on our website and our/partners’ apps;

• letting you know when our services are operating in a new location;

• sending you information about our products, services and promotions;

• analysing your activity on our website and our/partners’ apps for statistical and fraud prevention purposes; and

• preparing anonymous and aggregated reports to improve the performance of our services.

We also process your information to enforce our contractual terms with you and any other agreement, to ensure compliance with our internal policies and procedures and for the exercise or defence of legal claims and to protect our rights and the rights of our partners.

 

We share any review/feedback received with other users of our services and our partners. Reviews/feedback may also be used in our marketing and advertising materials. Unless you have chosen to be anonymous, the name and city you provide to us may appear on our website or in any of our marketing and advertising materials. Reviews/feedback are also used to:

• generate aggregated insights to help us to assess and improve our services; and

• share aggregated insights with our partners.

Your name will not be used when generating or sharing these aggregated insights.

 

We analyse data about your use of our website and our/partners’ apps to create profiles relating to you. This means that we make certain assumptions about what you may be interested in and use this, for example, to send you more tailored marketing communications, to present you with partners that we think you will prefer, or to let you know about special offers or products that we think you may be interested in. This activity is referred to as profiling and you have certain rights in relation to this type of processing.

 

We also use your information:

• to help our partners investigate any food quality or delivery issues; and

• to comply with any legal obligation or regulatory requirements to which we are subject.

The information we collect about you is transferred to and stored on our servers located within the UK. We are very careful and transparent about who else your information is shared with.

 

We share limited information with our partners (such as restaurants, grocers, and other retail partners of Piki Poké) to enable them to fulfil your order. Where relevant, we share information about you with partners to enable them to investigate and respond to complaints.

 

We share your information with third-party service providers that provide services on our behalf. The types of third-party service providers whom we share your information with include, for example:

• payment providers (including online payment providers and fraud detection providers);

• IT service providers (including cloud providers);

• third parties that send direct marketing, market research surveys, and other communications on our behalf;

• riders, who have access to limited information to enable them to fulfill your order;

• customer support providers (including, but not limited to, companies that assist us to provide customer or technical support); and

• marketing and advertising partners.

 

We share your information when we promote a programme or offer a service or product in conjunction with a third-party business partner. We will share your information with that partner to assist in marketing or to provide the associated product or service. In most of those cases, the programme or offer will include the name of the third-party business partner, either alone or with ours. An example of such a business partner relationship would be a partner who provides delivery services.

 

We also share your information with our Advertising Partners to help us serve ads on users of our website and our/partners’ apps and measure your interaction with those ads.

 

For more details on how your information may be processed by our Advertising Partners, such as Meta, Google and Wix, please see their respective privacy policies, where you may also find details on how to exercise your data subject rights and option on how to manage your online advertising preferences with them. We may act as joint controllers with our Advertising Partners in connection with the processing of information for certain advertising activities as described in their privacy policies. Where we are joint controllers with any of our Advertising Partners, we enter into an appropriate agreement to set out our respective responsibilities on compliance with applicable data protection obligations in respect of these advertising activities.

 

We take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy and applicable laws when it is transferred to third parties.

 

If our business enters into a joint venture with, purchases or is sold to or merged with another business entity, your information may be disclosed or transferred to the target company, our new business partners or owners or their advisors.

 

We also share your information:

• if we are under a duty to disclose or share your information in order to comply with (and/or where we believe we are under a duty to comply with) any legal obligation or regulatory requirement;

• in order to enforce our contractual terms with you and any other agreement;

• to protect the rights of our partners or others;

• to prevent fraud; and

• with such third parties as we reasonably consider necessary in order to prevent crime, e.g. the police or for health and safety purposes.

 

In some cases, the information we collect from you might be processed outside the United Kingdom or the European Economic Area, such as the United States and the countries in which our partners operate. These countries may not have the same protections for your information as the UK or EEA has. To the extent these countries have not been lawfully recognised as providing an adequate level of data protection, we will ensure that the information that is processed by us and our suppliers outside of the UK or EEA is protected in the same way as it would be if it was processed within the UK or the EEA. We ensure to use an appropriate data transfer mechanism, such as reliance on the protections set out in approved standard contractual clauses.

 

If you use our services in another country where we operate, for example, when you’re travelling, then your information will be processed in accordance with the applicable laws of that country and our partners’ privacy policy of that country will apply.

 

We will only retain your information for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements. In the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you, we retain your information for a longer period.

 

When determining the appropriate retention periods, we take into account factors including:

 

• our contractual obligations and rights in relation to the information involved;

• legal obligation(s) under applicable law to retain information for a certain period of time;

• statute of limitations under applicable law(s);

• our legitimate interests for retaining the information;

• whether there is an actual or potential dispute; and

• guidelines issued by relevant data protection authorities.

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Otherwise, where we no longer require your information for the purposes we collected it for, we securely and safely erase your information from our systems.