Address: Velo Restaurants Ltd, 104 Tooley Street, London SE1 2TH
Telephone: 020 7407 9310
We are Velo Restaurants Ltd (company number: 01986283) (“VELO”). Velo is the “data controller” of any personal data it may collect, process and hold about you, unless we inform you otherwise.
The personal data we collect from you directly can include your name, email address, mobile/landline telephone number, date of birth, address, your VeloCard number, your purchasing activity, and information you give us when you contact our customer services team and when you engage with our social media platform.
If you are using a mobile device and shopping with us online or browsing our website, we may collect your IP address or other device identifier, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform, and other portable device information.
Where you are using a mobile device whilst in store with its WiFi capability switched on or have access to our free in-store WiFi, we may additionally collect your MAC address and location data whilst you are within the VELO store or immediately within its perimeters.* If you do not want us to track your device or use your information in this way, please turn off the WiFi capability on your phone or other electronic device within your settings.
We may, where we have a lawful basis for doing so, also collect personal data about you from third parties who provide us with additional publicly available information about you.
*We use this information on an anonymous basis and will never use it to identify any particular user. We won’t be able to link this data to any other data that we hold about you and the purpose of collecting this data is to perform analysis and to help us identify people flows around our stores to maximize the efficiency of our store design.
To make our products and services available to you
We use your personal data to provide you with the information, products and services that you request or purchase from us (i.e. to complete certain tasks, processes or orders on our website or within our apps, take payment online (where applicable) and deliver your products or services), and to communicate with you regarding those products and services that you purchase from us and respond to your questions and comments;
We may also use your personal data to measure how satisfied our customers are and provide customer service (including troubleshooting in connection with purchases or your requests for services or when you ask us questions on social media);
We rely on our contractual arrangements with you as the lawful basis on which we collect and process your personal data when you make an order for products and services. Alternatively, in some cases, we rely on our legitimate interests as a business (for example, to measure customer satisfaction and troubleshoot customer issues). Where we rely on our legitimate interests, we will always make sure that we balance these interests against your rights.
For administrative and internal business purposes
We may use your personal data for our internal business purposes, such as enhancing our site, improving our services and products and identifying usage trends. We may also use your data to monitor the use of our website and ensure that our website is presented in the most effective and relevant manner for you and your device and setting default options for you (such as language and store location);
It is in our legitimate interests as a business to use your personal data in this way. For example, we want to ensure our website is customer friendly and works properly and that our products and services are efficient and of high quality. We also want to make it easy for you to interact with us. Where we rely on our legitimate interests, we will always make sure that we balance these interests against your rights.
For security and legal reasons
We use your personal data to:
In some cases we will use your personal data because it’s necessary for us to comply with a legal obligation (such as if we receive a legitimate request from a law enforcement agency). In other cases (such as the detection of fraud) we will rely on our legitimate interests as a business to use your personal data in this way. Where we rely on our legitimate interests, we will always make sure that we balance these interests against your rights.
To personalise your shopping experience and improve our operations
We use your personal data to:
It is in our legitimate interests as a business to use your data in this way and we do this in order to enhance your shopping experience with us. This allows us to help you find the products and services which you may be looking for and avoids you having to browse through products or services which are not relevant to you.
When we send you marketing material via SMS, and email, we will rely on our legitimate interests as a business, always ensuring that your rights are protected.
We will never sell any of your personal data to a third party. However, in order for us to provide our services to you, we share your personal data with our trusted third party service providers or our group companies, as detailed below. Whenever we share your personal data, we put safeguards in place which require these organisations to keep your data safe and to ensure that they do not use your personal data for their own marketing purposes.
Third party service providers
To fulfil orders for products and services
We work with a number of trusted service providers who carry out services on our behalf. When you purchase products and services from us, the services provided by these organisations includes delivery, product assembly and installation, waste removal and processing payments and orders. It is in our legitimate interests as a business to work with these service providers since we may not have the capabilities to provide these services ourselves. In each case, we will ensure that the service provider is only allowed to use your personal data in order to provide the services to us and for no other purpose.
To send you marketing communications
Your personal data may be held and stored on our behalf by Codilink UK Limited (“Codilink”) to enable it to provide such marketing communications services to us. In this situation, Codilink will be acting solely as a data processor.
Where you have given your consent to Codilink contacting you by email or SMS with information about its partner’s goods and services which it considers may be of interest to you, Codilink may hold and use your personal data for that purpose.
To prevent crime and comply with laws
We share your financial information including your credit, debit card or other payment information with third parties to ensure that your payment is safe and that your details are not being used fraudulently. This data sharing enables us to conduct fraud analysis which ensures that genuine and accurate payment details are provided to us for any purchase. We may share your personal data with credit agencies if you are requesting credit.
There may be other scenarios where we are subject to a legal obligation to share or disclose your personal data, such as with law enforcement agencies or public authorities in order to prevent or detect crime or fulfil a legal requirement.
Other professional services
We may need to disclose your personal data to our insurers where we believe that it is required under our contractual relationship with our insurance provider to do so.
We work with carefully selected third parties, such as our customer database hosting provider, marketing agencies and advertising partners who assist us in providing you with a positive customer experience. We work with these third parties to place relevant content and advertisements for you on our website, other websites and online media channels and apps. In order to do this, we use pixels and cookies. You can see our cooke policy on our website.
You have a number of rights relating to your personal information and what happens to it. You are entitled to:
You can read more about your rights, including the circumstances in which they apply, in the Guidance from the UK Information Commissioner’s Office (ICO) https://ico.org.uk/for-the-public. You also have the right to complain about our use of personal data to the ICO. You can do these by contacting the ICO via their website https://ico.org.uk/concerns or by calling the contact the number on their website.
If you would like to speak to us in relation to any of your rights, please contact us.
If you no longer wish to be contacted by us about our products or services, or for other marketing purposes, you can amend your preferences or unsubscribe by contacting us. Alternatively, if you have a profile on the VELO website, you can unsubscribe by logging into your account, or simply follow the unsubscribe link provided in emails you receive from us.
We want to ensure that all the information we have about our customers is factually correct and up to date. If you find that the personal data we have about you is inaccurate or needs updating (for instance, you may have changed your name or address) then please contact us so that we can correct it. If you have created a profile on the VELO website, you can change the details stored about you by logging into your account.
Security of your personal data
We take the security of your personal data very seriously. We have implemented controls, policies and measures to keep your data secure and keep these measures under close review. We protect your data by using encryption techniques and we use other safeguards such as firewalls and password protection. This means that your data is protected and only accessible by co-workers who need it to carry out their job responsibilities.
Retention of your personal data
We have procedures in place regarding our retention periods which we keep under review taking into account our reasons for processing your personal data and the legal basis for doing so.
What are cookies?
Cookies are files which contain a small amount of information. Cookies are stored on the browser or hard drive of your computer or device.
What type of cookies do we use?
Cookies can be in the form of session cookies or persistent cookies. Session cookies are deleted from your computer or device when you close your web-browser. Persistent cookies will remain stored on your computer or device until deleted or until they reach their expiry date. We use the following cookies:
What kind of information do we collect by using cookies?
When you visit our website, we may automatically collect the following types of information from you: Your internet protocol (IP) address, your login information, time zone setting, operating system and platform, information about your visits including the URL you came from, your country, the search terms you used in our website, products you viewed or searched, page response times, download errors, length of visits to certain pages, page interaction information, (such as scrolling, clicks, and mouse-overs) and the methods used to browse away from the page.
How do you block cookies?
We may update this policy from time to time. Changes in technology, legislation and authorities’ guidance may require us to inform you of the activities we undertake where it affects your privacy rights. You should check this page occasionally to ensure you are familiar with any changes.