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Privacy notice

Protecting your privacy

At Ismah Foods, we aim to deliver the best products for great value. And we want you to feel just as confident in us knowing we keep all your personal information safe and secure. We're committed to protecting your privacy, which is why we made this policy – to explain how we may collect and use your personal information.

Why do we collect information?

We collect information from our customers to help us deliver and continually improve the service we offer. That means when you shop with Ismah Foods, and/or sign up on our website, or use any of our services, we may collect personal information about you.

How do we use your information?

We use your information in a number of different such as deliver your shopping to your door, and/or provide you with our latest offers and updates (unless you've opted out of receiving marketing, of course). All the information we collect from you is used by us, or a trusted third-party processor acting on our behalf.

What information may we collect and why do we collect it?

  • Your title and full name
  • To help us verify your identity and personalise your experience
  • To provide essential fraud prevention and detection your home address
  • To assist our helpful home delivery drivers know where to find you
  • To make sure you're in the loop about all our fantastic features, products, services, events, promotions and special offers, through the power of direct mail
  • To help us find you when we respond to you by post
  • To ensure you don't receive any more direct marketing mail by post if advise us that you do not wish to receive any marketing from us Your email address
  • To help you sign up for an online shopping account
  • To give you a new password for your accounts
  • To make it easy for you to view and customise your contact information
  • To make sure you're in the loop about all our fantastic features, products, services, events, promotions and special offers, through the power of email and social media adverts To send you order acknowledgement, amendment and completion emails when ordering our products online, for a handy reference ask whether you would like to review a purchase and help our products be the best they can be
  • To record your emails and keep track of any issues or concerns you may have. This helps us to continually improve our services
  • To ensure you don't receive any more marketing emails if you have unsubscribed from this service
  • Your telephone number (including home and/or mobile numbers)
  • To get in touch with you if there's a query regarding your order, and make sure our service is spot on
  • To send you an SMS message regarding your delivery if we are unable to reach you on the phone
  • To make sure you're in the loop about all our fantastic features, products, services, events, promotions and special offers, through the power of SMS
  • To ensure you don't receive SMS marketing messages if you have unsubscribed from this service
  • Your contact history (including telephone call recordings and feedback)
  • To ensure we always provide the best customer service and for training purposes
  • To enable us to fully investigate any concerns you raise
  • To log any questions or issues and inform the relevant stores to give you a helping hand
  • To provide gestures of goodwill to customers (e.g. flowers)
  • Your phone or laptop (including your IP address, device type and, if you consent to sharing it with us, your location data)
  • To make sure our website is continually improving, and set useful default options for you To make your online Ismah Foods experience slicker, and tailor your journey around the website
  • To provide essential protection against fraud, and meet our legal obligations about looking after your data
  • Your purchase history and saved items
  • To perform our contract with you – because if you can't put stuff in a basket, you can't buy it! To record your purchase history and create a list of your favourite items, making your shopping experience quicker and easier every time you shop
  • To understand your shopping habits, give you more of the things you love, and help us stay ahead of the competition
  • To help us comply with the law
  • Your payment information
  • We do not store your payment details as all payments are completed using a separate payment gateway provided by a third party company. Your My Account on www.ismahfoods.co.uk
  • help you access he My Account section and update your details, to keep things running
  • smoothly
  • To let you contact Ismah Foods regarding your shopping experience which allows us to deal with your queries quickly
  • To provide testing using your information, which helps us tailor what versions of the website you see and personalise your experience
  • To keep you updated on your offers and rewards available to you
  • To give you printed copy of transaction information, and allow you to return items without any fuss
  • To understand your shopping habits, give you more of the things you love, and help us stay ahead of the competition
  • To help us comply with the law
  • Your responses to surveys, promotions and competitions
  • To perform our contract with you
  • The law allows us to collect and use the information set out above for a number of reasons, including:
  • With your consent
  • To perform our contracts with you, such as to deliver your shopping

Legal compliance – sometimes we don't have a choice, we are legally obliged to collect and share information, for example in relation to fraud or criminal activity

Legitimate interest – where we need to use your data as part of the running of our business to provide our excellent goods and services and we will do this in a way that does not materially impact any of your rights, freedoms or interests, for example the profiling activity we refer to below.

How long will we hold your data for?

We will keep your personal information whilst you continue to shop and interact with us, for as long as necessary to fulfil the purposes we collected it for. We are required by law to keep some data for longer periods than other types and are entitled to hold on to some information where we have a legal right to do so. In general, we will not keep your personal information for longer than seven years after you last shop with us or interact with us before we deleted it and where we do not need it or are not obliged to keep it, we will delete it before.

It's easy to opt out

With each marketing communication you receive from Ismah Foods Limited, you will be given the opportunity to opt-out of receiving future communications, such as post, telephone, SMS and email. But you can choose to opt out at any time, that's easy too. Simply contact us by sending an email to info@ismahfoods.co.uk and we'll take care of the rest. It may take up to 28 days for all of our systems to be updated.

Creating customer profiles 

help us form a better, overall understanding of you as a customer, we utilise the information

from your online orders to give us a clear view of your shopping habits and bring you the offers and promotions that are most relevant to you.

Sharing your information

We do not, and will not, sell any of your personal data to any third party. That includes your personal details, such as your name, address or email address.

However, we may share your data with the following categories of companies, as an essential part of being able to provide our services to you:

Companies that do things to run our websites, such as the IT companies who support our systems, payment service providers, delivery scheduling companies and the systems that support our customer services teams

Professional service providers, such as marketing agencies, advertising partners and other advisors and agents, who help us run our business, undertake market research and gather product reviews

Our security contractors, credit reference agencies, law enforcement, cybersecurity companies, fraud prevention and crime reduction agencies, so we can help tackle fraud and criminal activity and to determine risk to customer accounts. We may also receive information from these bodies and use it to keep our customers and employees safe online and in store.

Companies approved by you, such as social media sites (if you choose to link your accounts to us)

We may also be required to disclose your personal data to the police or other enforcement, regulatory or Government body upon a valid request to do so. These requests are assessed on a case-by-case basis and we will always take your privacy into consideration before sharing.

Preventing fraud

All emails you receive from Ismah Foods will come from an email address ending in ismahfoods.co.uk. Therefore, if you receive any emails claiming to be from Ismah Foods which do not end in ismahfoods.co.uk, these may be fraudulent and should be forwarded to Ismah Foods at info@ismahfoods.co.uk

Don't forget your rights

You have the right to request:

  • Access to the personal data we hold about you, free of charge in most cases
  • The correction of your personal data when incorrect, out of date or incomplete
  • That we stop using your personal data for direct marketing
  • That we stop any consent-based processing of your personal data if you withdraw that consent
  • That we delete your data, or stop processing it or collecting it, in some circumstances
  • You can contact us o request to exercise these rights at any time as follows:
  • To ask for your information to be updated, please contact our customer services team at info@ismahfoods.co.uk

We want to provide the best service to you, so we will act on your requests where we can. But, sometimes, we may not be able to or may not be required to. If we choose not to action your request, we'll explain the reasons for our refusal.

Your right to withdraw consent

Whenever you give us your consent to use your personal data, you have the right to change your mind at any time and withdraw that consent. The easiest way to withdraw is to contact our helpful customer services team at info@ismahfoods.co.uk. Lots of the uses of your information are not based on your consent and therefore, we may continue to use your data, where we are legally allowed to.

Where we rely on our legitimate interest

In cases where we are processing your personal data on the basis of our legitimate interest, you can ask us to stop for reasons connected to your individual situation.

We must then do so, unless we believe we have a legitimate overriding reason to continue processing your personal data. If we choose not to action your request, we'll explain the reasons for our refusal.

Checking your identity

To protect the confidentiality of your information, we will ask you to verify your identity before proceeding with any request you make under this Privacy Notice.

If you have authorised a third party to submit a request on your behalf, that's fine too. We will just ask them to prove they have your permission to act.

Stay safe and secure

We work hard to make our websites as safe as possible. Therefore, if you register to use secured parts of the website, you may be asked to create a password.

Like with any password, you must keep this password confidential, must not disclose it or share it with anyone and will be responsible for all activities that occur under your password. If you know or suspect that someone else knows your password, you should notify us immediately

 

(please see the ‘Contact us' section)

If we think there has been or is likely to be a breach of security or misuse of the website, you will be the first to know. We may ask you to change your password or suspend your account until we have verified your identity and/or until your account has been secured.