Only what the order needs

Information we use

• Order and delivery details: name, order email, delivery address, essential access instructions, ordered items and order history.
• Payment outcome and transaction references from the hosted payment provider. Full payment-card details do not reach our systems.
• Service records: order-status activity, support messages, refunds, complaints and food-safety reports.
• Delivery and compliance records: dispatch and handover outcomes, a restricted-goods reason code where applicable, and two controlled packing photographs.
• If you choose it at checkout: your stated brand and product preferences, broad postcode district, and a separate choice about email offers. We record the time and version of those choices.
• Technical and security information needed to operate and protect the service, such as request, device, browser, security and audit records.

Why we use it

• To take, verify, deliver and support an order, relying on the contract with you or steps requested before that contract.
• To meet accounting, consumer-protection, food-safety, licensing and other legal duties.
• To prevent fraud, secure the service, resolve disputes and protect customers, staff and riders, relying on our legitimate interests where those interests are not overridden by your rights.
• We do not infer marketing preferences from order addresses or contents. We use stated preferences only when you choose to save them. Email offers require a separate choice and are not sent just because you gave us an order email.

Age checks and packing evidence

• We do not photograph or store an identity document, document number, date of birth or descriptive document notes.
• The restricted-goods ledger stores only the outcome and a controlled reason code linked to the order.
• Packing photographs must not contain a customer, identity document, payment information or unnecessary surroundings.

Who receives information

Access is limited to authorised Sloane staff, the rider assigned to an order and approved service providers needed for database and application hosting, payment, private object storage, email and security. Service providers include Supabase, Trust Payments, Cloudflare R2 and Zoho.

We may also disclose the minimum necessary information to professional advisers, insurers, payment-dispute services, regulators, law enforcement or another party where the law requires or permits it. We do not sell personal information.

How long we keep it

We keep each record only for its approved purpose and legal period. Financial and order records are retained for applicable accounting and claims requirements. Delivery contact data, support records, restricted-goods outcomes, packing photographs and security logs follow shorter, access-controlled schedules unless a complaint, chargeback, safety incident or legal hold requires the relevant record to be kept longer.

At the end of the applicable period, information is deleted or irreversibly anonymised. Retention settings are version-controlled and cannot be extended merely for convenience.

One-off delivery alerts use your email only to tell you when delivery resumes. Unused requests expire after 30 days; contact support to withdraw. These requests do not subscribe you to marketing. Optional preference and email-offer choices expire after twelve months unless you renew them. Contact our privacy address at any time to withdraw a choice or request deletion, subject to records we must keep for another lawful purpose.

Your rights

Depending on the circumstances, you may ask for access, correction, deletion, restriction, objection or portability of your personal information. You may complain to the Information Commissioner’s Office. We may need to keep information where a legal obligation or legal claim requires it.

• privacy@sloane.delivery

International processing and changes

Where an approved provider processes information outside the UK, we require an appropriate UK transfer safeguard. We update this notice before using personal information for a materially new purpose and keep the current version available here.