Privacy Policy

This Privacy Statement explains how [LocalHeroes.uk], trading as Local Heroes Express (“Local Heroes Express”, “we”, “us”, or “our”), collects and processes your personal data when you use our website and any related services at:

https://local-heroes.uk/express

We are the data controller for the personal data we collect when you use our website, create an account, place an order, contact us, or interact with us in any other way.

We take our responsibilities seriously and use appropriate technical and organisational measures to protect your personal data. Our services are not intended for children, and we do not knowingly collect data relating to children.

This Privacy Statement should be read together with any other privacy information we provide at the point where you give us your data or where we contact you directly.

Our Contact Details

If you have any questions about this Privacy Statement, how we process your data, or if you wish to exercise your data protection rights, you can contact us using the details below:

The Data We Collect About You

“Personal data” means any information about an individual from which that person can be identified, or is identifiable.

We may collect, use, store and transfer different types of personal data, including:

  • Identity data – e.g. first name, last name, username, title, date of birth and gender.

  • Contact data – e.g. billing address, delivery address, email address and telephone number.

  • Financial data – e.g. payment card details and limited billing information (we do not store full card details on our own servers, where using a payment provider).

  • Transaction data – e.g. details about payments to and from you and other details of products and services you have purchased from us.

  • Technical data – e.g. IP address, login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform, and other technology on the devices you use to access our website.

  • Profile data – e.g. your username and password, purchase history, preferences, feedback and survey responses.

  • Usage data – e.g. information about how you use our website, products and services.

  • Marketing and communications data – e.g. your preferences in receiving marketing from us and your communication preferences.

If You Fail to Provide Personal Data

Where we need to collect personal data by law, or under the terms of a contract we have with you (for example, to deliver an order), and you do not provide that data when requested, we may not be able to perform the contract. In some cases, this may mean we have to cancel a product or service you have requested, but we will inform you if this is the case.

How We Collect Your Personal Data

We use different methods to collect data from and about you, including:

  • Direct interactions

    • When you create an account on our website.

    • When you place an order.

    • When you contact us by email, phone or via forms on our website.

    • When you enter a competition, promotion or survey.

    • When you agree to receive marketing communications.

Keeping Your Information Up to Date

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us (for example, if you move home or change email address).

How We Use Your Personal Data

We will only use your personal data when the law allows us to. Most commonly, we will use it:

  • To perform our contract with you (e.g. to process and deliver your orders).

  • Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.

  • Where we need to comply with a legal obligation.

  • In some cases, where you have given consent (for example for certain types of marketing).

Purpose / Activity Type of Data Lawful Basis
To register you as a new customer or delivery partner Identity, Contact Performance of a contract with you
To process and deliver your orders, manage payments and communicate with you about your order Identity, Contact, Financial, Transaction, Marketing & Communications Performance of a contract with you; Legitimate interests (to recover sums due to us)
To manage our relationship with you (e.g. changes to terms or this Privacy Statement, asking for feedback) Identity, Contact, Profile, Marketing & Communications Performance of a contract; Legal obligation; Legitimate interests (to keep records up to date and understand how our services are used)
To enable you to take part in promotions, prize draws or surveys Identity, Contact, Profile, Usage, Marketing & Communications Performance of a contract; Legitimate interests (to improve our services and grow our business)
To administer and protect our business and website (e.g. troubleshooting, testing, system maintenance, support, hosting) Identity, Contact, Technical Legitimate interests (running our business, IT security, preventing fraud); Legal obligation
To deliver relevant website content and marketing and measure the effectiveness of our marketing Identity, Contact, Profile, Usage, Marketing & Communications, Technical Legitimate interests (to develop our services, grow our business and inform our marketing strategy)
To use data analytics to improve our website, products/services and user experience Technical, Usage Legitimate interests (to keep our site updated and relevant, to develop our services and inform our business strategy)
To make suggestions and recommendations about products or services that may be of interest to you Identity, Contact, Technical, Usage, Profile, Marketing & Communications

Legitimate interests (to develop our products/services and grow our business)

 

Marketing and Communications

We may use your personal data to help us understand which products, services and offers are most relevant to you and to send you marketing communications where you have agreed to receive them or where we are allowed to do so by law.

If you have opted in to receive email marketing, you can unsubscribe at any time by:

  • Clicking the unsubscribe link in any marketing email, or

  • Contacting us using the details in the “Our Contact Details” section above.

We will not sell your personal data to third-party marketers.

Cookies

Our website uses cookies and similar technologies to improve your experience, understand how our site is used, and support our marketing efforts.

Cookies are small text files placed on your device when you visit a website.

You can set your browser to refuse all or some cookies or to alert you when websites set cookies. If you disable cookies, some parts of our website may not function properly.

We typically use:

  • Essential cookies – necessary for the basic operation of the site (e.g. login, basket, checkout).

  • Analytics cookies – to understand how visitors use our site (for example, through tools like Google Analytics).

  • Advertising cookies – to measure and improve the performance of our marketing (for example, through platforms like Google Ads or Facebook).

Data Security

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used, accessed, altered or disclosed in an unauthorised way.

We limit access to your personal data to those employees, contractors and service providers who have a business need to know it. They will only process your personal data on our instructions and are subject to a duty of confidentiality.

Data Retention

We will only retain your personal data for as long as reasonably necessary to:

  • Provide our services to you.

  • Comply with legal, regulatory, tax, accounting or reporting requirements.

  • Handle complaints and resolve disputes.

In some circumstances, we may anonymise your personal data (so it can no longer be associated with you) for research or statistical purposes. In this case, we may use this information indefinitely without further notice to you.

Your Legal Rights

Under data protection laws, you have the right to:

  • Request access to your personal data.

  • Request correction of the personal data we hold about you.

  • Request erasure of your personal data.

  • Object to processing where we rely on legitimate interests.

  • Request restriction of processing of your personal data.

  • Request the transfer of your personal data to you or to a third party.

  • Withdraw consent at any time where we rely on consent to process your data.

If you wish to exercise any of these rights, please contact us using the details in the “Our Contact Details” section.

Your Right to Complain

You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection: www.ico.org.uk

We would appreciate the chance to deal with your concerns before you contact the ICO, so please contact us in the first instance.

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