What we collect when you use this trade site, why, who sees it and how long we keep it.
Wholefood Earth Ltd, 59-63 Hopes Lane, Ramsgate CT12 6UW, Kent, United Kingdom (registered in England & Wales, company number 09650943, VAT GB 227645691) is the controller of the personal information described here. Questions and requests: [email protected].
When you order: your company name, your name, email address and phone number, VAT number if you give one, the delivery address, the name and phone number of the person on site, goods-in hours, booking-in and access details, your purchase order number, anything you write in the notes, and what you ordered.
When you pay: card payments are handled by Stripe. We receive confirmation that you paid and a payment reference. We never receive or store your card number.
If you sign in: your email address. Signing in is by a one-time link sent to that address — there is no password. If you choose to save a delivery address, we keep it with the details above so you do not have to type them again.
If you ask for a price or send us a question: the email address, company, phone number, quantity and message you send us, and the page you sent it from. A question sent from the cart also carries the products and quantities in your cart.
If you email a quote from the cart: the email address you send it to (yours, or a colleague's), the company name you give us, the products and quantities in your cart, and the quote's reference, its total and whether the cart was ready to order.
If you use the chat: what you write, the name and email address you give us, the page you were on, and your IP address and browser, to stop abuse. If you came from one of our ads, the ad's click reference is kept for your visit and sent with your first chat message. Our team reads and answers chat messages in Slack; replies are shown in the chat and emailed to the address you gave.
Automatically: our servers and security provider record technical information about requests, such as IP address, browser type and the pages requested.
To supply your order — taking payment, arranging delivery, sending paperwork and dealing with any problem. This is necessary for our contract with you.
To keep the records the law requires, such as invoices and VAT records. This is a legal obligation.
To run the site safely and answer you — preventing fraud and abuse, keeping security logs, replying to price requests and enquiries. This is in our legitimate interests.
To send a quote you ask for, and to follow it up — we may email the address the quote went to, to ask whether we can help with the order. This is in our legitimate interests.
We do not use your details for marketing unless you have asked us to, and we do not sell them.
Only those who need it to do their part:
The warehouse and the carrier that despatch and deliver your goods receive the delivery details: company, address, site contact, goods-in hours, booking-in and access notes, and what to deliver. They do not receive your payment details.
Service providers acting for us: Kiuki Ltd, which operates this platform for us; Stripe (card payments); Cloudflare (site security and email delivery); Hetzner (server hosting, in Germany); our order-management and accounting systems, Cin7 and Xero; and Slack, where our team reads and answers chat messages and is told about new orders, questions and quotes: the company name, the products and quantities, the postcode area of an order, the total of a quote and the message of a question, with any email address or phone number in it taken out. The email address and phone number you give us are never sent to Slack.
We may also disclose information where the law requires it. Some of these providers process information outside the UK; where they do, it is protected by an adequacy decision or by approved contractual safeguards.
Order, invoice and payment records: six years after the end of the financial year they belong to, as tax law requires. Your account and saved delivery addresses: until you ask us to delete them. Price requests, questions and quotes: up to two years. Chat conversations: until you ask us to delete them. Sign-in links expire after 20 minutes and sign-in sessions after 30 days. Server logs: up to 90 days.
We use no advertising or analytics cookies. If you sign in, one essential cookie keeps you signed in for up to 30 days. Your cart and the details you type at checkout are kept in your own browser so they survive a page reload. Our security provider, Cloudflare, may set a cookie needed to protect the site, and Stripe sets its own cookies on its payment page. If you use the chat, a random reference to your conversation is kept in your browser so you can pick it up again; it is not a cookie and is not used to track you.
You can ask us for a copy of your information, to correct it, to delete it, to restrict or object to our use of it, or to give it to you in a portable form. Some of these rights are limited where we must keep records by law. Write to [email protected] and we will reply within one month. If you are unhappy with how we have handled your information, you can complain to the Information Commissioner's Office (ico.org.uk, 0303 123 1113).
If we change how we use personal information we will update this page and its date.
