Privacy Policy
Manuka Doctor (“We”) are committed to protecting and respecting your privacy when you use our website at www.manukadoctor.com (“Website”).
Please read this Privacy Policy (“Policy”) together with our Terms & Condition of Supply, Terms of Use and Cookie Policy, with care before you use this Website. If you do not accept this Policy, please do not use this Website.
This Policy (together with our Terms of Website Use and any other documents referred to in it) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. If we ask you to provide certain information by which you can be identified when using this Website, then you can be assured that it will only be used in accordance with this Policy.
If you have any questions or requests regarding how we protect your privacy please contact us at data@manukadoctor.co.uk.
Changes to the privacy notice and our duty to inform you of changes
This page was updated on: 2nd March 2022.
When we make changes to this policy we shall update this date. If we make changes to the way in which we process your information we shall update this page and notify visitors to the Website by posting notification of the change as a pop-up on the Website and by sending users who are subscribed to our email list an email to confirm the change and provide a link to the new policy.
If any of the information that we hold about you is inaccurate or incorrect please contact us with details so we can make the necessary changes.
Controller
The data controller (i.e. is responsible for the keeping and use of your personal information) is Manuka Doctor (UK) Limited
The controller is responsible for the keeping and use of your personal information.
Our company number is 07731067 and our address is:
Unit 21 Waterfield Way
Sketchley Lane Industrial Estate
Hinckley
Leicestershire
LE10 3ER
You have the right to complain to your data protection regulator, in the UK this is the Information Commissioner’s Office if you have issues with the use of your personal data. If, you do have questions or an issue please contact us initially so we can help resolve any issues by emailing data@manukadoctor.co.uk
What information we collect
When you use our Website and order from us you will need to provide us with personal information such as:
- Contact information: full name, address, contact number, email address
- Technical data: Internet Protocol (IP) address, login data, browser type and version, operating system
- Profile data: product reviews and feedback, survey responses
- Usage data: information about how you use our Website
- Marketing data: marketing subscription information
How we collect your personal information
Personal information can be collected in the following way:
- Visiting our Website
- Account creation on our Website
- Placing an order on our Website
- Signing up to our newsletter
- Completing the ‘Contact Us’ function on our Website
- Contacting us for customer service queries
- Email & marketing subscription
- Survey participation
- Competition participation
For more information on our use of cookies please see our Cookie Policy.
How we use your information
We use your information in a number of different ways so that we can offer you the products and services you expect from us.
|
How we use your name & contact details |
Why? |
Our Reason (Legal Basis) |
|
Deliver your order to you |
We use your name and contact details to fulfil the delivery of your order. This information is shared with our courier providers. We use third party courier services to fulfil orders placed on this Website. This information is transferred to the couriers via their online system. |
Performance of a contract with you |
|
Send you transactional and service messages |
We use your details to provide you with details on your order and its delivery to you. Our courier providers may use these details to send tracking links for your order and contact you to identify your shipping address. |
Performance of a contract with you |
|
Creation of an online account |
You can set up an online account on our website which will hold your name and contact details as well as your order history. We will always ask for your consent in order to contact you for marketing purposes. You have the option to unsubscribe at any time. |
In order to perform the contract with you i.e. send you out the products you have ordered through our Website. |
|
Sending you information by about our products and promotions |
We do this to keep you up-to-date with our latest products and promotions. We send this with your express permission. |
We will always ask for your consent in order to send you out information about our products and promotions |
|
Fraud prevention and detection |
To prevent against fraud during the transaction of your order. |
It is necessary to comply with our legal obligations |
|
How we use your date of birth |
Why? |
Our Reason (Legal Basis) |
|
Sending you birthday promotions we will have asked for your date of birth when you create an account with us |
We may use this information to send you birthday promotions. |
We will always ask for your consent in order to send you out information about our products and promotions |
|
How we use your payment information |
Why? |
Our Reason (Legal Basis) |
|
Take payment for your order and provide refunds. |
We use your payment information to complete the payment of your transaction with us. |
Performance of a contract with you |
|
Fraud prevention and detection |
To prevent against fraud during the transaction of your order. |
It is necessary to comply with our legal obligations |
|
How we use your contact history |
Why? |
Our Reason (Legal Basis) |
|
Provide customer service and support – via email, phone and mail |
We use your information to provide you with the service required to answer and address your queries. |
(a) Performance of a contract with you (b) Necessary for our legitimate interests (to study how customers use our products/services, to develop them and grow our business) |
|
How we use your purchase history and saved items |
Why? |
Our Reason (Legal Basis) |
|
Allow you to make your order |
So you can make repeat orders from your account. Send reminders on items that have been left in your basket. |
Performance of a contract with you |
|
Earn loyalty credit through our loyalty scheme when you purchase products through the Website |
Your order information and history is used as part of our loyalty programme that rewards you for shopping on our website. |
We will always ask for your consent in order to send you out information about our products and promotions |
|
Personalise the offers you receive from us |
Provide you with details of promotions on the products you love as well as products you may like. |
We will always ask for your consent in order to send you out information about our products and promotions |
|
Provide customer service and support, and handle returns |
To perform a follow-up service to orders made with us. |
(a) Performance of a contract with you (b) Necessary for our legitimate interests (to study how customers use our products/services, to develop them and grow our business) |
|
How we use your responses to surveys, competitions and promotions |
Why? |
Our Reason (Legal Basis) |
|
Run the survey, competition or promotion |
Gather information on the results of our surveys and promotions to better understand our offering and wants of our customers. Identify winners of our competitions, communicate with the winner and identify the winner on our website. |
(a) We will always ask for your consent in order to send you out information about our products and promotions (b) Necessary for our legitimate interests (to study how customers use our products/services, to develop them and grow our business) |
|
Run our Photo Upload rewards |
Collect customer photos with our products to use in our marketing activities. |
We will always ask for your consent when uploading the photo and that you have agreed to our Photograph Use Consent Terms. |
When do we share your personal data?
So that we can provide you with our products and services, we have to share some of your personal data with certain third parties.
We do not, and will not, sell any of your personal data to any third party – including your name, address, email address or credit card information.
We will only send to third parties the personal data that is necessary for the purposes it is required for. We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.
We share your data with the following third party service providers in accordance with the performance of the contract with you:
- Core service providers - external companies providing us with services that enable our business to function properly and for us to fulfil your order
- Payment service providers - we use PayPal and SagePay to handle our online payments.
- Third party courier providers
We share your data with the following third party service providers for our legitimate interests to conduct and managing our business to enable us to give you the best service and products and the best and most secure experience. This also includes archiving data, the provision of administration and IT services, network security and to prevent fraud and data breach:
- Email service providers - deliver transactional emails and marketing emails you making you aware of promotions we are running on our products.
- Product review company - you will be emailed by an independent review company who collect independent reviews of our products and services on our behalf in order for us to gauge our customers’ experience of our products and allow us to make improvements.
- Loyalty programme provider - we instruct a third party provider who operates our loyalty programme in order that your loyalty points are correctly collected and stored when you buy our products.
- Postcode look-ups - allows you to conveniently look up your full postal address through your postcode during the checkout process
- Customer service software - allows you to contact us to help us deliver a leading customer service experience
- Printing services - assists with the printing and delivery of marketing postcards and brochures which you have requested be sent to you by post
- Accountancy services
- Server provider
- Website development and maintenance provider
- SMS Marketing service providers - we are using a text messaging platform, which is subject to the following terms and conditions. By opting-in for our text marketing and notifications in, you agree to these terms and conditions. By entering your phone number in the checkout and initializing a purchase, subscribing via our subscription form or a keyword, you agree that we may send you text notifications (for your order, including abandoned cart reminders) and text marketing offers. You acknowledge that consent is not a condition for any purchase. Your phone number, name, and purchase information will be shared with our SMS platform Klaviyo, Inc. This data will be used for sending you targeted marketing messages and notifications. Upon sending the text messages, your phone number will be passed to a text messages operator to fulfill their delivery. If you wish to unsubscribe from receiving text marketing messages and notifications reply with STOP to any mobile message sent from us or use the unsubscribe link we provided you within any of our messages. You understand and agree that alternative methods of opting out, such as using alternative words or requests will not be accounted for as a reasonable means of opting out. Message and data rates may apply. For any questions please text "HELP" to the number you received the messages from. You can also contact us for more information. If you wish to opt-out please follow the procedures above.
Our third party service providers ensure the appropriate technical and organisational measures to protect your data. They will never transfer your data to anyone else. We will obtain your permission if they need to transfer the data.
We use product reviews left on our Website in our marketing activities. We will never share a full name, address or email left with a review in our marketing.
Regulators and law enforcement agencies - we are required to co-operate with regulators (like the Information Commissioner's Office or HMRC) and law enforcement agencies (like the police or the Serious Fraud Office) in every country we operate in. Although it does not happen often, regulators and law enforcement agencies can require us to share information with them as part of an investigation; this may include your personal data. We would have to disclose your personal data where we believe that disclosure is reasonably necessary to comply with the regulator or crime enforcement agency's demand.
When we think it is reasonably necessary to protect you or us - occasionally businesses are subject to attempted criminal activities; this can affect both us and you. We will take all reasonable steps to protect you and our business but sometimes we may need to share your personal data where we think it is reasonably necessary to:
- Detect, monitor, investigate or prevent any suspected illegal activities, fraud or security issues
- Enforce our terms and conditions and to protect your and our rights and property
- Investigate and defend any third party claims or allegations
As part of a business sale or purchase, merger or reorganisation - from time to time we may look to purchase another business or sell or re-organise parts of our business to ensure that we remain in strong shape. Sometimes these types of corporate transactions involve the transfer of your personal data solely for the purposes of assessing the transaction. In the event that we sell or buy any business or assets, personal data which we hold about you may be one of the transferred assets.
In aggregated format - strictly speaking this is not personal data, but on occasions we will use data from which you cannot be personally identified but which does include information that relates to you (such as your purchase history). This data is combined with data from other customers to provide general trends on customers preferences, ratings and reviews and general buying habits.
How long do we hold your personal data for?
We will not keep your personal data for longer than is necessary for the purposes described in this policy.
As a guide:
- We will keep your personal data while your account is active. If you would like your account deleting please email data@manukadoctor.co.uk to request deletion
- We may keep certain categories of personal data after your account is closed in order to meet any legal or regulatory requirements, or to resolve a legal dispute
- and, because of this, we may keep different types of personal data for different lengths of time (for instance, we may need to keep certain personal data relating to your purchases in order to comply with HMRC's VAT reporting requirements)
There is no user fee to access the information that we hold and we will attempt to deal with all requests within one month. For further information please contact us at data@manukadoctor.co.uk
How and where we store your personal data
The data 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 maybe engaged in, among other things, the fulfilment of your order, the processing of your payment details and the provision of support services. By submitting your personal data, you agree to this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy.
All information you provide to us is stored on our secure servers. Any payment transactions will be encrypted using SSL technology. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.
Your rights
You have a number of rights under data protection laws; these are summarised below.
- The right to be informed about how we use your personal data. We do this through this Privacy Policy.
- The right to access the personal information we hold about you. You can access the personal data we hold on you by contacting us at data@manukadoctor.co.uk. To process your request, we will ask you to send us two forms of proof of identity so that we can be sure we are releasing your personal data to the right person.
- The right to request the correction of inaccurate information. If you think that the information we hold about you is inaccurate or incomplete please ask us to correct it by contacting us at data@manukadoctor.co.uk.
- The right to request that we delete your data or stop processing and collecting it, in some circumstances. You can ask us to delete your personal data; however, this is not an absolute right. We can refuse to erase personal data which we need to keep (i) to comply with a legal obligation (for instance, we are required by HMRC to keep certain personal data for up to 6 years for VAT reporting purposes); and (ii) in relation to the exercise or defence of any legal claims.
- The right to request that we transfer or port elements of your data either to you or another service provider.
- The right to stop direct marketing messages, which you can do through My Account or by contacting us at data@manukadoctor.co.uk, and to withdraw consent for other consent-based processing at any time.
- The right to complain to your data protection regulator — in the UK, the Information Commissioner’s Office.
If you have any questions please contact us.
Marketing messages and adverts
If you have given your permission we will send your marketing messages to keep you aware of our promotions and products.
You can stop receiving marketing messages from us at any time. You can:
- Use the functionality in your account on the Website
- Click the unsubscribe link in the email you received – if you unsubscribe yourself from our emailing marketing provider then we will not be able to delete your record if requested as the record is maintained for reference
- Contact us at data@manukadoctor.co.uk - once we have received your message we will update your profile
Cookies
Our website uses cookies to distinguish you from other users of our Website. This helps us to provide you with a good experience when you browse our Website and also allows us to improve our Website.
For further information on cookies and our marketing activities please view our Cookie Policy.
