At Hotel Chocolat we are committed to keeping your personal data safe and secure.
Any changes we make to our Policy in the future will be posted on this page and, where appropriate, notified to you on the website or by e-mail. It was last updated on 18th May 2018.
This Policy relates to the Hotel Chocolat Group, incorporating the Chocolate Tasting Club, Boucan Hotel and Rabot 1745. This Policy is issued on behalf of the Hotel Chocolat Group so when we mention “Hotel Chocolat”, “we”, “us”, or “our” in this Policy we are referring to the relevant company in the Hotel Chocolat Group that is responsible for processing your information. References to "you" and "your" are references to customer or potential customers and users of our website.
Hotel Chocolat Group PLC, a public limited company incorporated in England and Wales with company number 08612206 and registered office at Mint House, Newark Close, Royston, Hertfordshire, SG8 5HL the controller and responsible for this website. We will let you know which entity will be the controller for your data for the purpose of Data Protection Legislation (as defined below) when you purchase a product or service with us.
In this Policy the term "Data Protection Legislation" means the EU General Data Protection Regulation 2016/679 and the Privacy and Electronic Communications (EC Directive) Regulations 2003 as may be amended or replaced; together with all other applicable legislation in force from time to time relating to privacy or data protection.
1) How we collect your personal information
We collect your information at the point you decide to interact with us. This could include purchasing online, signing up for our email newsletter, over the telephone, or in person when you sign up in our stores to receive information from Hotel Chocolat.
2) The Data we collect
We are committed to only collecting information about you that is necessary to carry out our business, provide the particular products or services you’ve requested and to keep you up to date about all the latest news from Hotel Chocolat.
It’s your choice if you want to give us your personal information. However, if you decide not to, you may not be able to buy from our website, and you may not receive the optimal customer experience.
3) How we use your Data and why
We like to get to know our customers and provide them with the best possible experience. We use information we collect about you in a number of ways, including to provide the products and services that you have requested, offering you a personalized experience and informing you about our special events and exciting news, so that we can offer the best possible experience. We will also contact you to give you assurance that your delivery is on its way or if we have a query about your delivery.
We are permitted by Data Protection Legislation to process your personal data in the way that we do because the processing is necessary:
for the performance of our contract to provide you with products or services you have purchased or in order to take steps at your request prior to you entering into that contract;in order to comply with a legal obligation to which we are subject; orfor the purposes of the legitimate interests that we pursue; which are (i) to give you the best service/products; (ii) to optimise your customer experience and provide you with a safe, smooth, efficient, and customised experience; (iii) to run and administer our business; (iv) to discharge our legal obligations; (v) to prevent and detect fraud; and (vi) to evaluate, develop and improve our products and services.
We will make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law).
Your data is also anonymised and then used to optimise Hotel Chocolat systems and procedures.
We have set out in more detail below the specific purposes for using your information and the legal basis we are relying on to process your information.
4) Sharing Your Information
Except as expressly set out in this Policy we will not sell, personal information to third parties, we will not sell any of your personal data to a third party unless we have your permission or are required by law to do so.
However we may share your data with some companies as an essential part of being able to provide our products and services to you.
5) Will We Transfer Your Information Overseas?
The information that we collect from you may be transferred to, and stored at a destination outside the European Economic Area ("EEA").It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers. Such staff may be engaged in, among other things, the fulfilment of your order, the processing of your payment details and the provision of support services.
When we, or our permitted third parties, transfer your information outside the EEA, we or they will impose obligations on the recipients of that data to protect your information to the standard required in the EEA or otherwise require the recipient to subscribe to international frameworks intended to enable secure data sharing. In the case of transfers by us, we will put in place appropriate safeguards to ensure that your information remains adequately protected. If you would like more details about the safe guards that we rely on, please contact us DSARRequests@hotelchocolat.com
6) Marketing Messages and How To Un-Subscribe
We like to get to know our customers and provide them with the best possible experience. We may use your information to form a view on the products or services we think you would like, or that may be of interest to you.
You will receive marketing messages from us if you have requested information from us or purchased products or services from us and, in each case, you have not opted out of receiving that marketing. We may also market to you if we have received your express consent to do so including where we have collected your details in connection with a competition or other promotion and you have agreed to receive marketing from us. More details about the types of marketing communications we might send you are included in Section 3 above.
You can stop receiving marketing messages from us at any time. Once you do this, we will update profile to ensure that you don’t receive further marketing messages. Note that stopping marketing messages will not prevent us from sending you service communications; so you will still receive order updates and delivery information.
You can unsubscribe in a number of ways.
If you do not wish to receive any further posted mailings from us, please email: email@example.com. Please ensure you include your full name and address as well as account number if applicable. As catalogues are printed in advance, it may take up to 8 weeks for the process to be complete, for emails it may take up to 4 weeks.You can un-subscribe from email and SMS messages, including our newsletters and alerts, at any time by clicking the un-subscribe link that comes within every communication we have sent to you. Or, you can log in to your account and update your preferences in the My Account Section of our website.If you have opted in on our website to receive offers in the post from companies who we think may be of interest to you, but have now changed your mind, please login to the My Account Section of our website and change your preferences.Alternatively, just emai firstname.lastname@example.org with "UNSUBSCRIBE REQUEST" in the subject line and the email address that you wish to be removed within the email. We will action any unsubscribe request from you as promptly as possible.
7) Hotel Chocolat adverts online
Like most companies selling products and services online, we engage in online advertising that appears on third party websites to keep you aware of what we’re up to and to help you see and find our products and access our services. We target Hotel Chocolat banners and ads to you when you are on other websites and aps. We do this using a variety of digital marketing networks and a variety of advertising technologies like pixels, ad tags, cookies and mobile identifiers, as well as specific services offered by some sites and social networks, such as Facebook Custom Audience Service.
The banners and ads you see will be based on information we hold about you, from what you’ve bought in the past or browsed on our website.
8) Keeping your information
We’ll hold on to your information in line with our customer retention policy. We only retain information for as long as it is required for the purposes set out above or as may be required to comply with a legal or regulatory obligation to which we are subject. If it is reasonably necessary or required to resolve a dispute, prevent fraud and abuse, or enforce our terms and conditions, we may keep hold of some of your information, even after it is no longer needed to provide products or services to you.
9) Data security
We are committed to keeping your information safe and we take your online security seriously. We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.
We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
Unfortunately, the transmission of information via the Internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your personal information transmitted to us or provided though the website and any transmission is at your own risk.
10) Your legal rights
You have a lot of rights relating to your personal information: And it is important to us that you understand what these rights are and how you can exercise them.
If you want to exercise your rights, have a complaint, or just have questions, please contact us:
Telephone: 03444 93 23 23
Write to: Hotel Chocolat Customer Service, Mint House, Newark Close, Royston, Herts, SG8 5HL
What we may need from you- We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request in order to speed up our response.
Time limit to respond – Any request for access to a copy of your personal data must be in writing. We try to respond to all legitimate requests within one month in compliance with Data Protection Legislation. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.