Privacy Policy

Feta & Fig Limited respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store and protect your personal information when you:

• visit our website;
• place an order with us;
• contact us;
• visit our premises;
• join the Feta & Fig Club;
• enter a promotion or competition;
• interact with us through social media; or
• use a third-party ordering or delivery platform.

1. Who we are

Feta & Fig is operated by:

Feta & Fig Limited
Company number: 15871236
Registered office: 3 Rectory Row, Bracknell, England, RG12 7BN

For the purposes of UK data protection law, Feta & Fig Limited is the data controller responsible for the personal information described in this Privacy Policy.

You can contact us through our website or by writing to us at the address above.

2. Information we may collect

The personal information we collect depends on how you interact with us.

Information you provide directly

This may include:

• your name;
• email address;
• telephone number;
• collection or delivery address;
• order details and food preferences;
• allergy or dietary information you choose to provide;
• payment and transaction information;
• account or membership details;
• marketing preferences;
• messages, feedback, reviews and enquiries;
• competition or promotion entries; and
• any other information you voluntarily provide.

Information collected automatically

When you use our website, we may automatically collect limited technical information, including:

• your IP address;
• browser and device type;
• operating system;
• pages viewed;
• date and time of your visit;
• referring website;
• website interactions; and
• cookie or similar technology identifiers.

Information received from other organisations

We may receive information about you from organisations that help us provide our services, including:

• online ordering providers;
• payment processors;
• delivery platforms;
• website hosting and analytics providers;
• social media platforms; and
• customer communication or marketing service providers.

When you place an order through a third-party platform, that platform may separately control how it uses your personal information. You should also review its privacy policy.

3. How we use your information

We may use your personal information to:

• process, prepare and manage your order;
• arrange collection or delivery;
• process payments and refunds;
• contact you about your order;
• respond to questions, complaints or requests;
• provide customer support;
• manage the Feta & Fig Club;
• send offers, news and promotional communications where permitted;
• personalise your experience and understand customer preferences;
• improve our menu, website, service and business operations;
• manage promotions, discount codes and competitions;
• prevent fraud, misuse and security incidents;
• maintain business, financial and transaction records;
• establish, exercise or defend legal claims; and
• comply with legal, regulatory, tax, accounting and food-safety obligations.

We will not use your personal information for purposes that are incompatible with those described in this Privacy Policy unless the law permits or requires us to do so.

4. Our lawful bases

Under UK data protection law, we must have a lawful basis for using your personal information.

Depending on the circumstances, we rely on the following lawful bases.

Contract

We use your information when it is necessary to:

• accept and fulfil your order;
• process your payment;
• arrange collection or delivery;
• manage refunds; or
• provide a service you have requested.

Legitimate interests

We may use your information where it is reasonably necessary for our legitimate business interests, including:

• operating and improving our business;
• understanding how customers use our services;
• maintaining the security of our website and systems;
• preventing fraud and misuse;
• responding to enquiries and feedback;
• maintaining customer service records; and
• promoting our products to existing customers where legally permitted.

We consider whether these interests are balanced against your rights and reasonable expectations before relying on this basis.

Consent

We rely on your consent where required, including for:

• certain email, SMS or WhatsApp marketing;
• non-essential cookies or tracking technologies; and
• any other optional processing for which we specifically ask your permission.

You may withdraw your consent at any time.

Legal obligation

We may use or retain information where necessary to comply with legal obligations, including tax, accounting, licensing, food-safety and regulatory requirements.

Vital interests

In exceptional circumstances, we may use information where necessary to protect someone’s life or physical safety, for example where serious allergy information needs to be communicated urgently.

5. Orders and payments

When you place an order, we use the information you provide to prepare and fulfil that order.

Payments may be processed by third-party payment providers. We do not normally receive or store your complete debit or credit card details. Payment providers process this information under their own security and privacy arrangements.

We may retain information about the transaction, including the amount, date, order number, payment status and any refund information.

6. Allergy and dietary information

You may provide allergy or dietary information when placing an order or contacting us.

We use this information only where necessary to respond to your request and prepare or discuss your order.

Although we take reasonable care, customers with allergies must speak directly with our team before ordering. Information submitted through a website, ordering platform or order note should not replace a direct allergy discussion with us.

7. Marketing communications

You may choose to receive news, offers, product updates and member benefits from Feta & Fig.

Depending on your preferences, we may contact you by:

• email;
• SMS;
• WhatsApp; or
• another communication method you have selected.

We will obtain consent where required by law. In limited circumstances, we may contact existing customers about similar Feta & Fig products or services where the law permits us to do so.

You can unsubscribe at any time by:

• using the unsubscribe option in the communication;
• replying with the relevant opt-out instruction where available; or
• contacting us directly.

Stopping marketing communications will not prevent us from sending necessary service messages about an active order, payment, refund or customer-service request.

We may keep a limited suppression record after you unsubscribe so that we can respect your preference and avoid contacting you again for marketing purposes.

8. Cookies and similar technologies

Our website may use cookies and similar technologies.

Some cookies are necessary for the website and ordering services to operate. Others may help us:

• remember preferences;
• measure website performance;
• understand how visitors use the website;
• improve our services; and
• measure advertising or promotions.

Where legally required, non-essential cookies will not be activated unless you have given your consent.

You can manage your choices through our cookie banner or your browser settings. Disabling certain cookies may affect how parts of the website operate.

Further information about the cookies used on our website may be provided in a separate Cookie Policy or cookie settings panel.

9. CCTV at our premises

We may operate CCTV at our premises for:

• the safety of customers and staff;
• crime prevention and detection;
• protecting our property;
• investigating incidents; and
• establishing or defending legal claims.

CCTV footage is accessed only where reasonably necessary and is normally retained for a limited period unless it is required for an investigation, insurance matter or legal claim.

Appropriate signs will be displayed where CCTV is in operation.

10. Who we may share information with

We may share personal information where reasonably necessary with:

• ordering and point-of-sale providers;
• delivery service providers;
• payment processors;
• website hosting and technology providers;
• email, SMS or customer communication providers;
• analytics providers;
• professional advisers, including accountants, insurers and legal advisers;
• government authorities, regulators, law-enforcement bodies or courts where required;
• a purchaser, investor or adviser involved in a potential sale, restructuring or transfer of our business; and
• other suppliers that provide services on our behalf.

We only provide service providers with the information reasonably necessary for them to perform their services.

We do not sell your personal information.

Third-party platforms such as delivery services, payment providers and social media companies may act as independent data controllers. Their own privacy policies will apply to their use of your information.

11. International transfers

Some of our service providers may process or store information outside the United Kingdom.

Where personal information is transferred internationally, we will take reasonable steps to ensure that appropriate legal safeguards are in place. These may include:

• transferring information to a country recognised as providing an adequate level of protection;
• using approved contractual safeguards; or
• relying on another legally permitted transfer mechanism.

You may contact us for further information about the safeguards relevant to your information.

12. How long we keep information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, including legal, tax, accounting, operational and dispute-resolution requirements.

Retention periods may vary depending on the information involved. As a general guide:

• order and transaction records may be retained for up to six years after the relevant financial year;
• customer-service messages and complaint records may be kept for up to six years where required for dispute or legal purposes;
• unsuccessful or abandoned order information may be retained for a shorter period;
• marketing information is retained until you unsubscribe, withdraw consent or the information is no longer reasonably required;
• cookie information is retained according to the lifespan of the relevant cookie;
• CCTV footage is normally retained for a limited period unless required for an incident or investigation; and
• suppression records may be retained to ensure that marketing opt-outs continue to be respected.

We may retain information for longer where required by law, regulation, an investigation, a dispute or a legal claim.

When information is no longer required, we will delete it, anonymise it or securely dispose of it.

13. How we protect your information

We use reasonable organisational and technical measures designed to protect personal information against:

• unauthorised access;
• loss or destruction;
• misuse;
• alteration;
• accidental disclosure; and
• unlawful processing.

These measures may include access restrictions, password controls, secure service providers, staff procedures, system monitoring and secure storage.

No website, electronic transmission or information-storage system can be guaranteed to be completely secure. You should take reasonable care when sending personal information online.

14. Your data protection rights

Depending on the circumstances, you may have 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 your information;
• ask us to restrict how we use your information;
• object to certain uses of your information;
• receive certain information in a portable format;
• withdraw consent where we rely on consent; and
• complain about how we handle your information.

These rights are subject to legal conditions and exceptions.

We may need to confirm your identity before completing a request. We will normally respond within one month, although the law allows additional time in certain circumstances.

You will not normally have to pay a fee. However, we may charge a reasonable fee or refuse a request where the law permits, for example where a request is manifestly unfounded or excessive.

15. Children’s information

Our website and services are intended for general customers and are not designed to collect personal information directly from children without appropriate involvement from a parent or guardian.

Where a child’s information is provided in connection with an order, enquiry, competition or promotion, the person providing it should have the authority to do so.

16. Social media and third-party websites

Our website may include links to social media pages, delivery platforms and other third-party websites.

We do not control how those organisations collect or use personal information. Their privacy policies and terms will apply when you use their services.

Interactions with us through social media may also be visible to the relevant platform and, depending on your settings, other users.

17. Automated decision-making

We do not currently use personal information to make decisions about customers solely through automated processing where those decisions produce legal or similarly significant effects.

We may use basic analytics, audience grouping or order-history information to understand general customer preferences and improve our services.

18. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect:

• changes to our services;
• changes to the technologies we use;
• legal or regulatory developments; or
• changes to how we handle personal information.

The latest version will be published on our website with the updated date shown at the top.

Where a change is significant, we may provide an additional notice where appropriate.

19. Contacting us

For questions about this Privacy Policy or to exercise your data protection rights, please contact:

Feta & Fig Limited
3 Rectory Row
Bracknell
England
RG12 7BN

You may also contact us through the contact details or contact form provided on our website.

Please include enough information for us to identify you and understand your request.

20. Complaints

We would appreciate the opportunity to address any concern you have about how we use your personal information.

You also have the right to complain to the UK Information Commissioner’s Office, the independent regulator responsible for data protection.

Further information is available through the Information Commissioner’s Office website.