Privacy Policy

1. Introduction

At Fireaway, we are committed to protecting your privacy and personal information. This Privacy Policy explains how we collect, use, share, and safeguard your information when you visit our website at fireeaway.com, use our mobile applications, place orders, or interact with our food services.

This policy applies to all information collected through our digital platforms, in-store visits, delivery services, catering events, and any other interactions you have with Fireaway. By using our services, you agree to the collection and use of information in accordance with this policy.

2. Information We Collect

2.1 Information You Provide to Us

We collect information that you voluntarily provide to us when you:

• Create an account: Name, email address, phone number, delivery addresses, date of birth
• Place orders: Food preferences, special dietary requirements (vegan, vegetarian, halal, kosher, gluten-free), allergen information, order history
• Make payments: Billing information, payment method details (securely encrypted and stored by our payment processors)
• Contact us: Messages through contact forms, customer service inquiries, feedback, and reviews
• Marketing preferences: Newsletter subscriptions, promotional email preferences, loyalty program participation
• Table reservations: Party size, special occasions, seating preferences, accessibility requirements
• Catering events: Event details, guest count, dietary restrictions, delivery locations

2.2 Automatically Collected Information

When you visit our website or use our mobile application, we automatically collect certain information:

• Device information: IP address, browser type and version, operating system, device identifiers
• Usage data: Pages visited, time spent on pages, click patterns, search queries, order patterns
• Location data: Approximate location from IP address, precise location (with permission) for delivery services
• Cookies and tracking data: Session IDs, preferences, shopping cart contents, analytics data

2.3 Information from Third Parties

We may receive information about you from third parties, including:

• Social media platforms: If you choose to connect your social media accounts
• Payment processors: Transaction confirmations and payment status updates
• Delivery partners: Delivery status updates and location tracking
• Marketing partners: Campaign performance data and audience insights

3. How We Use Your Information

3.1 Service Provision

We use your information to provide and improve our food services:

• Order processing: Preparing, cooking, and delivering your food orders accurately and efficiently
• Account management: Maintaining your account, processing payments, managing loyalty points
• Customer support: Responding to inquiries, resolving issues, processing refunds
• Quality improvement: Analyzing order patterns to improve menu offerings and service quality
• Dietary accommodations: Ensuring proper handling of allergen information and special dietary requirements

3.2 Communication

• Order updates: Confirmation emails, preparation status, delivery tracking notifications
• Customer service: Responding to support requests, feedback acknowledgments
• Important notices: Policy changes, service updates, security alerts
• Marketing communications: Promotional offers, new menu items, special events (only with your consent)

3.3 Marketing and Analytics

• Personalization: Recommending menu items based on your preferences and order history
• Analytics: Understanding customer behavior, popular items, peak ordering times
• Campaign measurement: Evaluating the effectiveness of marketing campaigns and promotions
• Market research: Developing new menu items and improving existing offerings

3.4 Legal Compliance and Protection

• Legal obligations: Complying with applicable laws, regulations, and government requests
• Fraud prevention: Detecting and preventing fraudulent transactions and activities
• Safety and security: Protecting the rights, property, and safety of customers, employees, and the public
• Dispute resolution: Investigating and resolving customer complaints and legal disputes

4. Information Sharing and Disclosure

4.1 Service Providers

We share your information with trusted third-party service providers who help us operate our business:

• Payment processors: Stripe, PayPal for secure transaction processing
• Delivery services: Our delivery partners for order fulfillment and tracking
• Cloud storage providers: AWS, Google Cloud for secure data storage and backup
• Email services: Mailchimp, SendGrid for customer communications
• Analytics providers: Google Analytics, Facebook Analytics for usage analysis
• Customer support tools: Zendesk for managing customer inquiries

All service providers are bound by confidentiality agreements and are only permitted to use your information for the specific services they provide to us.

4.2 Legal Requirements

We may disclose your information when required by law or to protect our rights:

• Legal process: In response to court orders, subpoenas, or other legal processes
• Regulatory compliance: To comply with food safety regulations, tax requirements, and other applicable laws
• Rights protection: To protect and defend our rights, property, or the safety of our customers and employees
• Public safety: When disclosure is necessary to prevent harm to public health and safety

4.3 Business Transfers

In the event of a merger, acquisition, or sale of all or part of our business, your information may be transferred to the new owner. We will provide notice before your information is transferred and becomes subject to a different privacy policy.

4.4 With Your Consent

We may share your information for other purposes with your explicit consent, such as featuring customer reviews or testimonials on our website or social media channels.

5. Data Security

5.1 Technical Measures

We implement comprehensive technical safeguards to protect your information:

• Encryption: All sensitive data is encrypted in transit using SSL/TLS protocols and at rest using AES-256 encryption
• Firewall protection: Advanced firewall systems monitor and filter all network traffic
• Access controls: Strict access controls ensure only authorized personnel can access personal data
• Security monitoring: 24/7 monitoring systems detect and respond to potential security threats
• Regular backups: Automated, encrypted backups ensure data availability and recovery capabilities
• Software updates: Regular security patches and updates to all systems and software

5.2 Organizational Measures

• Employee training: Regular security awareness training for all staff handling personal data
• Data handling procedures: Strict procedures for collecting, processing, and storing personal information
• Third-party agreements: Confidentiality and data protection agreements with all service providers
• Incident response: Comprehensive plan for responding to security incidents and data breaches
• Security audits: Regular internal and external security assessments and penetration testing

5.3 Your Security Responsibilities

You play an important role in protecting your information:

• Use strong, unique passwords for your account
• Don't share your login credentials with others
• Log out of your account when using public computers
• Be cautious of phishing emails and suspicious links
• Report any unauthorized access to your account immediately

6. Cookies and Tracking Technologies

We use cookies and similar technologies to enhance your browsing experience and analyze website usage. Below is a detailed breakdown of the types of cookies we use:

Cookie Type	Purpose	Duration
Essential Cookies	Basic site functions, login state, shopping cart contents, security	Session/Until logout
Functional Cookies	User preferences, language settings, remember login, delivery location	Up to 1 year
Analytics Cookies	Usage analysis, performance measurement, website improvement	Up to 2 years
Marketing Cookies	Personalized advertising, campaign tracking, retargeting	Up to 1 year

Tracking Technologies Used:

• Google Analytics: Website traffic analysis and user behavior insights
• Facebook Pixel: Social media advertising measurement and optimization
• Web beacons: Email open rates and engagement tracking
• Local storage: Storing user preferences and shopping cart data

Cookie Management:

You can control cookies through your browser settings. However, please note that disabling certain cookies may affect website functionality, including the ability to place orders or maintain your shopping cart.

7. Your Privacy Rights

Under applicable privacy laws (GDPR, CCPA, and others), you have the following rights regarding your personal information:

7.1 Right of Access

You have the right to request and receive information about the personal data we hold about you, including order history, account details, and communication preferences.

7.2 Right to Rectification

You can request that we correct any inaccurate or incomplete personal information, including updating your delivery address, contact details, or dietary preferences.

7.3 Right to Erasure (Right to be Forgotten)

You can request that we delete your personal information, subject to certain exceptions for legal compliance, order records required for tax purposes, or ongoing disputes.

7.4 Right to Restrict Processing

You can request that we limit how we use your personal data while maintaining your account, such as stopping marketing communications while keeping order functionality active.

7.5 Right to Data Portability

You have the right to receive your personal data in a machine-readable format or request that we transfer it directly to another service provider.

7.6 Right to Object

You can object to the processing of your personal data for marketing purposes, analytics, or other specific uses while continuing to use our core services.

7.7 Right Against Automated Decision-Making

You have the right not to be subject to decisions based solely on automated processing, including profiling, that produces legal effects or significantly affects you.

8. Children's Privacy

Our services are not intended for children under 16 years of age. We do not knowingly collect personal information from children under 16 without parental consent.

If you are a parent or guardian and believe that your child has provided us with personal information, please contact us immediately. We will take steps to remove such information from our records and terminate any associated accounts.

If we discover that we have collected personal information from children under 16 without proper parental consent, we will delete such information promptly from our systems.

9. International Data Transfers

9.1 Protection Measures

When we transfer your data internationally, we implement appropriate safeguards:

• Adequacy decisions: Transfers to countries with adequate data protection levels recognized by the UK
• Standard Contractual Clauses (SCCs): Legally binding data protection obligations for international transfers
• Data processing agreements: Comprehensive agreements with all international service providers
• Security measures: Enhanced security protocols for cross-border data transmission
• Regular audits: Ongoing compliance monitoring and assessment of international partners

9.2 Transfer Destinations

Your data may be transferred to and processed in:

• United States: Cloud storage and payment processing services
• European Union: Analytics and customer support services
• Other countries: As necessary for service provision with appropriate safeguards in place

10. Data Retention Periods

We retain your personal information for different periods depending on the type of data and its purpose:

Information Type	Retention Period	Reason
Account information	6 months after account deletion	Legal obligations, dispute resolution
Order and purchase history	7 years	Tax and accounting requirements
Marketing consent records	3 months after consent withdrawal	Consent record keeping, compliance
Website usage logs	Up to 2 years	Security monitoring, analytics
Customer support records	3 years	Service quality improvement, training
Payment information	As required by payment processors	Fraud prevention, chargebacks
Dietary and allergen information	Duration of account + 1 year	Food safety compliance, customer care

Safe Data Disposal

When data reaches the end of its retention period, we ensure secure disposal:

• Complete electronic deletion using industry-standard data wiping techniques
• Physical destruction of any printed records through certified shredding services
• Removal from all backup systems and archives
• Documentation of disposal processes for compliance auditing

11. Third-Party Links

Our website may contain links to external websites, including social media platforms, partner restaurants, delivery tracking systems, and promotional partners. Please note that:

• We are not responsible for the privacy practices or content of third-party websites
• These websites have their own privacy policies and terms of use
• We recommend reviewing their privacy policies before providing any personal information
• Your interactions with third-party sites are governed by their terms and conditions

12. Policy Changes

12.1 Change Notification

We may update this Privacy Policy periodically to reflect changes in our practices or legal requirements. When we make changes, we will:

• Post a prominent notice on our website homepage
• Send email notifications to registered users for significant changes
• Display pop-up notifications when you log into your account
• Request explicit consent for material changes that affect how we use your information

12.2 Staying Informed

• The most current version of this policy is always available on our website
• Check the "Last Updated" date at the top of this page for recent changes
• Continued use of our services after policy changes constitutes acceptance
• You may discontinue using our services if you disagree with the updated policy

13. Contact Information

13.1 Privacy Complaints

If you are not satisfied with our response to your privacy concern, you may file a complaint with the relevant supervisory authority:

• UK: Information Commissioner's Office (ICO) - ico.org.uk
• EU: Your local data protection authority
• Other jurisdictions: Contact your local privacy regulator

14. Withdrawal of Consent

14.1 Marketing Consent Withdrawal

You can withdraw your consent for marketing communications at any time through:

• Clicking the "Unsubscribe" link in any marketing email
• Updating your preferences in your account settings
• Contacting our customer support team directly
• Calling us at +44 20 7186 5555

14.2 Account Deletion

To delete your account and associated personal data:

1. Log into your account and navigate to account settings
2. Select "Delete Account" option
3. Confirm your decision and provide a reason (optional)
4. Your account will be marked for deletion within 48 hours
5. Complete deletion occurs within 30 days (subject to legal retention requirements)

Note: Some information may be retained for legitimate business purposes such as fraud prevention, legal compliance, and order history required for tax purposes.

15. Conclusion

At Fireaway, we are committed to protecting your privacy and maintaining your trust. This Privacy Policy reflects our dedication to transparency, security, and respect for your personal information. We understand that your privacy is fundamental to your relationship with us, and we take this responsibility seriously.

Our privacy practices are designed to give you control over your personal information while enabling us to provide you with exceptional food service and customer experience. We continuously review and improve our privacy practices to ensure they meet the highest standards of protection and compliance.

If you have any questions, concerns, or suggestions about this Privacy Policy or our privacy practices, we encourage you to contact us. Your feedback helps us improve our services and maintain the trust you place in us.

Thank you for choosing Fireaway. We look forward to serving you while protecting your privacy every step of the way.