Website: https://clocfoods.co.uk
Mobile application: CLOC Foods
Introduction
CLOC Foods (“we”, “our” or “us”) is an online grocery and foodstuff retailer that sells food products and related items through its website and mobile application.
We are committed to protecting your privacy and handling your personal information responsibly. This Privacy Policy explains how we collect, use, store, share and protect personal information when you visit our website, use our mobile application, browse products, create an account, place an order or contact us.
We process personal information in accordance with applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, as amended.
Who We Are
CLOC Foods operates an online store through which customers can purchase groceries, raw food ingredients, frozen food products, packaged food, drinks and other related items.
Trading name: CLOC Foods
Business address: 222 Westgate Rd, Newcastle upon Tyne NE4 6AP, United Kingdom
Website: https://clocfoods.co.uk
For questions about this Privacy Policy or the handling of your personal information, contact us using the details above.
Personal Information We Collect
The information we collect depends on how you interact with CLOC Foods.
Account and identity information
When you register for an account or update your profile, we may collect:
- Full name.
- Email address.
- Telephone number.
- Account username and authentication information.
- Account preferences and communication settings.
We use this information to manage your account, verify relevant account activity and provide our services.
Order and shopping information
When you browse or purchase products, we may collect:
- Products viewed, added to your shopping cart or purchased.
- Shopping cart contents and saved preferences.
- Order numbers, order history and purchase dates.
- Quantities, prices, discounts and delivery charges.
- Payment status and transaction references.
- Requests concerning substitutions, cancellations, returns or refunds.
- Customer service enquiries and order-related feedback.
We use this information to manage purchases, fulfil orders, provide customer support and improve the shopping experience.
Delivery and address information
To fulfil your orders, we may collect:
- Delivery address and postcode.
- Delivery instructions.
- Contact information required for delivery.
- Delivery status, proof of delivery and related records where applicable.
You are responsible for ensuring that the delivery information you provide is accurate and up to date.
Payment information
Payments may be processed by third-party payment providers.
Depending on the payment method, we may receive transaction references, payment confirmations, payment status, refund information and limited payment method details.
We do not intend to store complete payment card numbers or card security codes on our own systems unless expressly disclosed and handled in accordance with applicable requirements.
Payment providers may process your payment information under their own privacy policies and security arrangements.
3.5 Device and technical information
When you access our website or mobile application, we may collect technical information such as:
- IP address.
- Browser and operating system.
- Device type and app version.
- Technical identifiers and session information.
- App performance and crash reports.
- Security logs and information about attempted unauthorised access.
- Website and app interaction data.
Where required by law, we will obtain consent before using non-essential cookies or similar technologies.
Location information
If you enable location permissions, we may process location information to help you enter a delivery address, check service availability or improve the shopping experience.
You can manage location permissions through your device settings. You may also be able to enter your delivery address manually.
Communications and customer support
If you contact us, we may retain your messages, contact details, order references, complaint details and other information necessary to respond to your enquiry.
We may also retain relevant correspondence concerning refunds, product quality, delivery problems or account security.
How We Use Your Personal Information
We use personal information for the following purposes:
- Account management: Creating, maintaining and securing customer accounts.
- Order processing: Managing shopping carts, checkout, purchases and order confirmations.
- Order fulfilment: Picking, packing, dispatching and delivering purchased products.
- Payment processing: Confirming transactions and administering cancellations and refunds.
- Customer support: Responding to enquiries, complaints and requests.
- Returns and product issues: Investigating damaged, missing, incorrect, expired or defective products.
- Security and fraud prevention: Detecting suspicious transactions, protecting accounts and preventing misuse.
- Service improvement: Understanding website and app performance and improving product discovery and shopping functionality.
- Marketing: Sending promotional messages and offers where legally permitted.
- Legal compliance: Meeting applicable accounting, tax, consumer protection and other legal obligations.
- Dispute resolution: Maintaining relevant records and establishing, exercising or defending legal claims.
We will not use your personal information for an incompatible purpose without providing appropriate information or obtaining consent where required.
Our Lawful Bases for Processing
Where required by law, we rely on one or more of the following lawful bases:
Contract
We process information necessary to manage your account, process your purchases, deliver products, handle payments and provide services you request.
Legal obligation
We process information when necessary to comply with applicable laws, including accounting, tax, consumer protection and food safety recordkeeping requirements.
Legitimate interests
We may process information for legitimate business purposes, such as securing our systems, preventing fraud, resolving disputes and improving our services, provided these interests do not override your rights and freedoms.
Consent
We rely on consent where required, including for certain marketing communications, non-essential cookies or optional tracking technologies.
Where processing relies on consent, you can withdraw your consent at any time. This does not affect processing carried out lawfully before withdrawal.
Who We Share Your Information With
We may share relevant information with the following categories of recipients when necessary:
Payment providers
To process transactions, verify payment status, manage refunds and prevent fraudulent activity.
Delivery and logistics providers
To collect, transport and deliver your purchases. We share only the information reasonably necessary to fulfil the delivery.
Technology and hosting providers
To host and maintain our website, mobile application, databases, communications systems and other technical infrastructure.
Analytics and technical support providers
To monitor performance, identify errors, maintain security and improve our services where these tools are enabled.
Customer communication providers
To send order confirmations, delivery updates, account notifications and customer support messages.
Professional advisers
To obtain legal, accounting, audit or other professional services where necessary.
Authorities and regulators
Where disclosure is required by law or reasonably necessary to protect our legal rights, customers, employees or the public.
Business successors
Where necessary in connection with a merger, acquisition, restructuring or transfer of our business, subject to applicable legal requirements.
We do not sell your personal information to third parties.
International Transfers
Some of our service providers may process personal information outside the United Kingdom.
Where personal information is transferred internationally, we will implement the safeguards required by applicable data protection law. These may include transfers to countries recognised as providing adequate protection or the use of approved contractual safeguards.
You may contact us for further information about applicable safeguards.
Cookies and Similar Technologies
Our website may use cookies and similar technologies to:
- Enable essential website functionality.
- Maintain shopping carts and checkout sessions.
- Remember user preferences.
- Protect against fraud and security threats.
- Understand website usage and performance.
- Support optional analytics or marketing activities.
Where required by law, we will obtain consent before using non-essential cookies or similar technologies.
You can manage your preferences through any cookie consent tool we provide or through your browser settings. Disabling certain cookies may affect the operation of shopping carts, checkout or other features.
Our mobile application may use local storage, analytics SDKs, crash-reporting tools or similar technologies. Their actual use will depend on the app’s configuration and applicable consent requirements.
Marketing Communications
We may send service-related messages about orders, payments, delivery, refunds, account security and changes to our services.
Where legally permitted, we may also send marketing communications about grocery products, special offers, discounts, promotions and new products.
You can unsubscribe from marketing emails through the unsubscribe link or contact us directly. For other communication channels, you may use the opt-out method provided.
Opting out of marketing will not prevent us from sending essential service communications relating to your account or purchases.
Data Retention
We retain personal information only for as long as reasonably necessary for the purposes described in this policy or as required by law.
Retention periods depend on the type of information, the purpose for which it is held and any applicable legal obligations.
For example:
- Account information may be retained while your account remains active and for a reasonable period afterward where necessary.
- Order and transaction records may be retained to meet applicable accounting, tax and legal requirements.
- Delivery, complaint and refund records may be retained for customer service, dispute resolution and legal purposes.
- Technical and security logs may be retained for a shorter period appropriate to their purpose.
When information is no longer required, we will securely delete or anonymise it unless a lawful reason requires continued retention.
Information Security
We use appropriate technical and organisational measures designed to protect personal information against unauthorised access, loss, alteration, disclosure or destruction.
These measures may include access restrictions, secure communications, authentication safeguards, backups and monitoring for suspicious activity.
No website, mobile application or electronic storage system can be guaranteed to be completely secure. We therefore cannot guarantee absolute security, but we take reasonable steps to protect personal information and respond appropriately to security incidents.
Your Data Protection Rights
Subject to applicable law and any relevant exemptions, you may have the right to:
- Access: Request a copy of your personal information.
- Rectification: Request correction of inaccurate or incomplete information.
- Erasure: Request deletion of personal information in certain circumstances.
- Restriction: Request that certain processing be restricted.
- Objection: Object to certain processing, including processing based on legitimate interests.
- Data portability: Receive certain information in a portable format where the legal conditions are met.
- Withdraw consent: Withdraw consent where processing relies on consent.
- Object to direct marketing: Opt out of direct marketing at any time.
- Complain: Lodge a complaint with the relevant data protection authority.
To exercise your rights, contact us using the details in Section 2. We may need to verify your identity before responding.
We will respond within the period required by applicable law.
Children’s Privacy
CLOC Foods is intended for customers who can lawfully enter into purchase agreements. Children should not provide personal information or make purchases where they are not legally able to do so without appropriate parent or guardian involvement.
If you believe a child has provided personal information inappropriately, please contact us so that we can assess the situation and take appropriate action.
Third-Party Websites and Services
Our website and app may contain links to third-party websites or services, including payment providers and delivery tracking services.
These third parties may process personal information under their own privacy policies. We are not responsible for their independent privacy practices, except where applicable law provides otherwise.
We encourage you to review their privacy notices before providing information directly to them.
Changes to This Privacy Policy
We may update this Privacy Policy to reflect changes in our business, technology, services, legal requirements or information-handling practices.
The updated version will be published on our website with a revised last-updated date. Where required by law, we will notify you of material changes or seek consent before introducing new processing activities.
Contact Us and Complaints
For questions, requests or complaints concerning your personal information, contact:
CLOC Foods
Business address: 222 Westgate Rd, Newcastle upon Tyne NE4 6AP, United Kingdom
Website: https://clocfoods.co.uk
If you are dissatisfied with how we handle your personal information, you may also complain to the UK Information Commissioner’s Office (ICO):
https://ico.org.uk/make-a-complaint
We encourage you to contact us first so that we can try to resolve your concerns.