ELYSIAN FLÉURSLeicester Florist

Legal

Privacy Policy

Effective date: 25 October 2026. Last updated: 10 November 2026.

Who we are

This app and website are run by Elysian Fleurs LTD (“we”, “us”). Our company number is 17338302, our ICO reference is ZC238217, and our registered office is 402 East Park Road, Leicester, LE5 5HH. For privacy questions, email elysianfleurss@gmail.com.

Information we collect

  • Account: your email address and password (stored securely by our sign-in service; we never see your password).
  • Saved designs and unfinished selections: bouquet choices you save to your account. Unfinished selections are kept only on your own device.
  • Orders and enquiries: details you send us, including photos you upload, delivery address, date, contact details and card messages.
  • Monthly Flowers memberships: your name, email, phone, delivery address, optional recipient phone and delivery instructions, chosen plan and delivery day, payment status, and the Customer Terms version you accepted and the time of acceptance.
  • Loyalty card: a card number and a separate random code shown as your QR code (it contains no personal details), your stamp balance, saved rewards, completed cards, and a record of each stamp, redemption and correction (amount, purchase reference, any correction reason, the staff member who made it, and when).
  • Apple Wallet: if you add your loyalty card to Apple Wallet, your iPhone sends us a device identifier created by Apple Wallet and a push token. We store these with your loyalty card number, so they are linked to your card, and use them only to tell Wallet when your pass needs updating. They are removed when you remove the pass from Wallet. We do not collect advertising identifiers.
  • Address lookup: text you type into the address finder is sent to Google Maps to suggest UK addresses.

If someone sends you flowers

If a customer orders flowers or a Monthly Flowers membership for you, they give us your name, delivery address and, if they choose, your phone number, delivery instructions and a gift message. We use these only to deliver your flowers and to contact you about that delivery. We never use them for marketing and never ask you to create an account. We keep them for the periods set out below. You can ask us at elysianfleurss@gmail.com what we hold about you, ask us to correct it or, where we do not still need it for a delivery or for our records, to delete it. We deliver locally ourselves. For longer-distance deliveries we send your flowers by Royal Mail. For postal deliveries, we give Royal Mail the recipient’s name and delivery address. Where needed for delivery arrangements or updates, we may also provide a contact phone number or email address belonging to the purchaser or recipient, or use our own business contact details. Our agreed process is to include a short privacy card with every gift bouquet, including each Monthly Flowers delivery, with a readable link to our Privacy Policy and our contact details. Staff have been briefed, but the cards are not yet printed or in use. We also send the recipient that link in advance, including for surprise gifts: in our first message if we contact them before delivery, before we pass their details to Royal Mail, and within one month of receiving their details if delivery is further away. If we don't have their phone number, we ask the sender to pass the link on and confirm they have done so. If neither route succeeds, we flag the order to the business owner or his wife before the deadline.

Staff QR scanning

In store, our staff may scan your loyalty QR code with the device camera to find your card. Camera images are processed on the staff device only to read the code; they are not saved or uploaded.

Payments (GoCardless)

Monthly Flowers payments are processed by GoCardless (Instant Bank Pay for the first month, then Bacs Direct Debit). You enter your bank details with GoCardless, not with us. We store GoCardless reference IDs and payment, mandate and subscription statuses so we can manage your membership. GoCardless handles your data under its own privacy notice.

WhatsApp orders

One-off bouquet, décor and hire enquiries open WhatsApp with a prepared message that you review and send yourself. Messages you send are handled by WhatsApp (Meta) under its own terms.

Emails

We send Monthly Flowers emails only: a membership confirmation and delivery-date updates. They are sent from notify.elysianfleurs.com using Lovable-managed email and contain your name, plan, payment status, recipient name and delivery address, any recipient phone, delivery instructions, flower preferences, gift message and delivery dates. If you reply, your reply goes to our Gmail inbox (elysianfleurss@gmail.com), which only the business owner and one family member who helps run the business can access. We do not send emails about one-off orders; those are handled on WhatsApp.

Our staff alerts about new memberships and billing problems go to our Google Workspace business inbox (hello@elysianfleurs.com). New-membership alerts include the purchaser’s name, email and phone where provided, but never bank details. Account confirmation and password-reset emails are sent by our sign-in service. We do not send marketing emails.

Admin AI billing helper

Staff can use an AI assistant, through Lovable’s AI Gateway, to explain why one membership’s billing records do not match. It cannot make or change payments. Staff pick one membership and one question from a fixed list. Only that membership’s structured billing facts are sent: statuses, amounts, dates and processing results. Names, contact details, addresses, bank details, reference numbers, raw error messages and typed staff text are not sent. If no single membership is selected, nothing is sent.

Optional app notifications

You can choose to receive flower reminders and occasional promotional offers in the mobile app. If you opt in, we use OneSignal to send them, delivered through Apple Push Notification service on iPhone and Google Firebase Cloud Messaging on Android. This is optional and based on your consent, and it is separate from signing in to your account and from order or payment emails.

After you opt in, OneSignal processes your device subscription identifier, push token, device and app information, the country derived from your IP address, your consent settings, app-session activity, and notification delivery and opening activity, so notifications can be delivered and measured. We do not send customer names, email addresses, orders or precise GPS location to OneSignal.

Consent is per device, including when you sign out. You can turn notifications off through Flower reminders in the app or in your phone’s notification settings. Turning notifications off stops promotional delivery but does not delete the existing OneSignal record. You can ask us to have that record deleted at elysianfleurss@gmail.com, using the device subscription ID shown under “Notification support details” in Flower reminders. Manage flower reminders.

Why we use your information (lawful basis)

If you are the customer

  • To take, deliver and manage orders and memberships you ask for, and run your account and loyalty card: contract.
  • To keep financial and tax records: legal obligation.
  • To prevent spam and abuse, check billing is working correctly and keep the service secure: legitimate interests.
  • To send optional flower reminders and promotional offers in the app: consent, given per device and withdrawable at any time.

If you are receiving flowers

We do not have a contract with you. We use your details to deliver the flowers someone has ordered for you, and to contact you about that delivery, because we and the sender have a legitimate interest in getting the gift to you. We use only what is needed for delivery and never use it for marketing.

Who we share it with

Service providers we use to run the app: Lovable Cloud (hosting, sign-in, database and file storage), GoCardless (payments), Google (address lookup; reviews shown are public Google reviews), Lovable-managed email, Lovable's AI Gateway for the billing helper described above, and OneSignal for optional app notifications, delivered through Apple Push Notification service and Google Firebase Cloud Messaging. Cloud processes the account, order, enquiry, membership, saved-design, loyalty and Wallet-registration information described in this policy, including uploaded photos and our staff's fulfilment and billing records. For postal deliveries, we give Royal Mail the recipient’s name and delivery address. Where needed for delivery arrangements or updates, we may also provide a contact phone number or email address belonging to the purchaser or recipient, or use our own business contact details.

Lovable processes customer information for these services under a Data Processing Agreement. For relevant transfers outside the European Economic Area without an adequacy decision, it incorporates the European Commission's Standard Contractual Clauses; for relevant transfers outside the UK without an adequacy decision, it incorporates those clauses as amended by the UK International Data Transfer Addendum. You can read the agreement or contact us for information about these safeguards. These contractual safeguards do not mean all processing takes place in the UK or Europe. Our database is hosted in Ireland. Our providers have not confirmed the exact locations where each of their services processes or backs up data, so we cannot list them here.

How long we keep it

Important: the periods below are our retention schedule and still apply. Automatic (scheduled) deletion is currently switched off, so records are not deleted automatically when a period ends. Switching it off does not let us keep information indefinitely: records reaching the end of their period must be reviewed and deleted, or kept only where an exception below applies. Instead, the business owner and one family member who helps run the business review together each month which records have reached the end of their period, and record the date, who did the review, the numbers reviewed and any action or open issue.

If you delete your account

Before anything is deleted, we cancel any active Monthly Flowers membership with GoCardless so no future payments are taken. If your first payment is still being processed, or we cannot cancel or check your payments, nothing is deleted and you are asked to try again or contact us. We then delete your sign-in account, profile, saved designs, uploaded photos that are not part of an order, and your loyalty card, its stamp and redemption history and any Apple Wallet device registrations and push tokens for it. Any Wallet pass already on your phone stops updating and its QR code can no longer be used. Membership records are kept for billing and accounting with your contact and delivery details removed. Order records are kept as set out below and marked as belonging to a deleted account.

If you have paid for a bouquet that has not yet been delivered (including one whose payment is still going through), we still deliver it. For that delivery only we keep the recipient’s name, address and phone, delivery instructions, gift message and flower preference. Your own phone number is removed, unless no recipient phone was given — then we keep it, for that delivery only, so we can contact someone about it. These details are removed automatically once every such delivery is marked delivered, or our staff record why it will not be delivered (for example a refund). If a dispute or legal hold applies, they are kept until the hold is released. We cannot send delivery-date emails after your account is deleted.

Accounting period

Our financial year ends on 31 July. Where we say “the accounting period”, we keep the record until six years after the end of the financial year (31 July) in which the last relevant event happened. The earliest possible end of any accounting period is 31 July 2033 (six years after our first year-end, 31 July 2027).

  • Orders: the last relevant event is the latest of the delivery date, the date the order was closed, and the date any refund or dispute hold was released.
  • Monthly Flowers memberships: the latest of the last completed delivery, the cancellation date, any GoCardless payment or refund event (including late payments), and the date any refund or dispute hold was released. Before deleting, we re-check the payment and refund history with GoCardless; if it cannot be confirmed, the record is kept for staff review.

What we keep, and for how long

  • Accounting records — for the accounting period, then deleted. For orders: order reference, type, status, your name and email address, the items, quantities and prices, totals, delivery charge and dates. For memberships: plan, status, payment status, GoCardless reference IDs, delivery day and dates, monthly delivery records and email records used to make sure the same email is never sent twice.
  • Essential accounting or dispute evidence recorded by staff (for example a refund decision, a payment problem or a dispute) — kept with the accounting record for the accounting period, or for as long as a hold applies, whichever is later.
  • Ordinary staff notes (for example delivery reminders or general comments that are not accounting or dispute evidence) — 12 months after the order’s delivery date, or 12 months after the later of a membership’s last completed delivery and its cancellation. Notes on an active order or membership, or on a record under a hold, are not removed. Staff label each note as ordinary or evidence; a note that has not been labelled is kept, together with its record, until staff review and label it.
  • Delivery and contact details (phone numbers, delivery and recipient addresses, recipient name, delivery instructions, flower preferences, order notes, and the copies of contact details inside our email records) — 12 months after the delivery date for orders; for memberships, 12 months after the later of the last completed delivery and the cancellation date. Your name and email address on an order stay with the accounting record.
  • Card and gift messages — 90 days after the delivery date for orders. For memberships, 90 days after the last completed delivery once the membership has been cancelled (or 90 days after cancellation if nothing was delivered). A message is never removed while it is still needed for future deliveries.
  • Photos attached to orders — 6 months after the delivery date; the photo file is deleted and its link removed from the order.
  • Other uploaded photos — 6 months after upload if not used by any order, enquiry or saved design. A photo still used by another record is never deleted.
  • Enquiries — a cancelled enquiry and its photos are deleted 12 months after it was closed. Open enquiries that have not been updated for 12 months are reviewed by staff; nothing is removed automatically.
  • Anti-spam check — to stop repeated or automated submissions, we store a scrambled code made from your network address using a secret key held only on our server. We do not store the address itself. Older codes made without the key are only compared during the short duplicate-check window and are not converted. Codes are kept for 30 days after submission.
  • Payment notifications from GoCardless — 12 months after we receive them. Notifications about disputes, and those for records under a hold, are kept.
  • Internal billing check results — 13 months after the check ran.
  • Account, saved designs, loyalty card and history — until you delete your account.
  • Apple Wallet registrations and push tokens — until you remove the pass from Wallet or delete your account.

Exceptions (holds)

None of the periods above apply while: an order is still active (not yet delivered, completed or cancelled); a membership is still active; a refund, dispute, chargeback or legal hold has been placed on the record by our staff; or GoCardless has reported a dispute or chargeback on the membership. Each hold is recorded with a reason and history. When a hold is released, the accounting period is measured from the release date. Disputes reported by GoCardless are not released automatically; staff must review and clear them.

Service provider records

Our service providers may keep technical and security logs separately from our records. We have not verified exact email and AI provider routing or service-specific log-retention periods. Our own retention schedule does not determine how long providers keep these records.

Your rights

You can access, correct or delete your information, object to or restrict its use, and request a copy. You can delete your account at any time in My Account. You may complain to the Information Commissioner’s Office (ico.org.uk).

Contact

Privacy questions can be sent to elysianfleurss@gmail.com. You can also contact us through the website.