Multi Multi® Privacy Policy

• We understand that your privacy and the security of your personal information is extremely important. This notice sets out what we do with your personal information, what we do to keep it secure, from where and how we collect it, as well as your rights in relation to the personal information we hold about you.
• This policy applies if you interact with us over the phone, online, via email, through our mobile applications or otherwise by using any of our websites or interacting with us on social media.

Who are we?

• When we say ‘we’ or ‘us’ in this policy, we are referring to Multi Multi Stores Ltd.
• Our registered office: 71-75 Shelton Street, London, WC2H 9JQ.

What sorts of personal information do we hold?

• Information that you provide to us such as your name, address, date of birth, telephone number, email address, bank account and any feedback you give to us, including by phone, email, post, or when you communicate with us via social media;
• Your account login details for our websites and apps, including your user name and chosen password;
• Information about whether or not you want to receive marketing communications from us;

Our legal basis for processing your personal information

• Whenever we process your personal information we have to have something called a “legal basis” for what we do. The different legal bases we rely on are:
  • • Consent: You have told us you are happy for us to process your personal information for a specific purpose (s);
  • • Legitimate interests: The processing is necessary for us to conduct our business, but not where our interests are overridden by your interests or rights.
  • • Performance of a contract: We must process your personal information in order to be able to provide you with one of our products or services;
  • • Vital interests: The processing of your personal information is necessary to protect you or someone else’s life;
  • • Legal obligation: We are required to process your personal information by law.

How do we use your personal information?

• We may use your information in the following ways:
  • • To provide our products and services - we need to use your personal information to make our products and services available to you. If you then decide to order any of our products or services, or enter one of our ​ competitions then we’re delighted, thank you. After that, we need to provide them to you and process your payment. We need to use your details to do all this.
  • • To improve your shopping experience - we try to understand our customers so we can provide you with a great shopping experience, personalised offers, shopping ideas and online advertising. Understanding how you use our Apps, how you interact with the products and services you buy and how you use and browse our websites helps us to do this.
  • • Contacting you - we use your personal information to contact you. This may be in relation to a service update, an issue you have raised with us, to conduct market research or to ask for your feedback.
  • • Marketing and advertising we use your personal information to provide relevant marketing communications (including by email, phone, SMS, post or online advertising), relating to our products and services, and those of our merchants (groceries, restaurants, takeaways) and suppliers. We may also use information about how you shop with us to measure the effectiveness of these campaigns.

Who might we share your personal information with?

• Our service providers - we work with different companies so that they can help us provide the products and services you require from us or we think you might be interested in. These third parties include:
  • • Advertising companies, who help us place Multi Multi® adverts online and on other media;
  • • Social media providers - such as Facebook, Instagram and Twitter;
  • • Market research partners, who help us analyse customer behaviour;
  • • Companies that deploy our email campaigns because they need to know your email address to carry out these services;
  • • Companies that provide insights and analytics services so we can stock the right products, send the relevant marketing campaigns and understand our business and customers better;
  • • Our agents, advisers or others involved in running services for you and your business or collecting what you or your business owe us.
  • • Third party vendors who help us manage and maintain our IT infrastructure;
  • • Logistics and delivery providers who enable us to deliver products you order on our websites and on apps;
  • • Where relevant, our professional advisors, such as lawyers and consultants;
  • • Security and fraud prevention companies to ensure the safety and security of our customers, colleagues and business;
  • • Companies which run our contact centres because they need your personal information to identify and contact you;
  • • Companies that enable us to collect your reviews and comments, both online and offline; and
  • • Companies that help us with our community and social goals.
• If you use the services provided by another company to interact with us, such as a virtual assistant or a social media platform, please be aware that your data is also subject to the privacy policies of these companies.
• Other organisations and individuals - we may share your personal information in certain scenarios. For example:
  • • If we're discussing selling or transferring part or all of our business, we may share information about you to prospective purchasers and their advisers - but only so they can evaluate the relevant business; or
  • • If we are reorganised or sold to another organisation, we may transfer information we hold about you to them so they can continue to provide the Services to you.
  • • If we are required to by law, under any code of practice by which we are bound or where we are asked to do so by a public or regulatory authority;
  • • If we need to do so in order to exercise or protect our legal rights, users, systems and services; or
  • • In response to requests from individuals (or their representatives) seeking to protect their rights or the rights of others. We will only share your personal information in response to requests which do not override your privacy interests. For example, we will not share your personal information with individuals who are merely curious about you, but we will share your personal information to e.g. insurers, solicitors, employers etc. which have a legitimate interest in your personal information.

International transfers of personal information

• From time to time we transfer your personal information to our suppliers or service providers based outside of the EEA for the purposes described in this privacy policy (please see the “Who might we share your personal information with?” section above for further details). Currently this includes transfers to India. When we do this, your personal information will continue to be subject to one or more appropriate safeguards set out in the law.

Keeping you informed about our products and services

• We would like to tell you about the great offers, ideas, products and services of Multi Multi® from time to time that we think you might be interested in. Where we have consent or it is in our legitimate interests to do so, we may do this through the post, by email, text message, phone, through online advertising or by any other electronic means.
• We won't send you marketing messages if you tell us not to, but if you receive a service from us, we will still need to send you occasional service-related messages and may still send you surveys (you can always opt out of these via the survey email itself). If you wish to amend your marketing preferences, you can do so by emailing to

  privacy@multimultistores.com

• Please note that it can take a little while for all marketing to stop once you either withdraw your consent or tell us you’d like to opt out of marketing. This is because some marketing may have been identified as relevant to your interests and may already be in transit, it cannot therefore be immediately stopped.

Your rights

• You have a number of rights under data protection legislation which, in certain circumstances, you may be able to exercise in relation to the personal information we process about you
• These include:
  • • the right to access a copy of the personal information we hold about you;
  • • the right to correction of inaccurate personal information we hold about you;
  • • the right to restrict our use of your personal information;
  • • the right to be forgotten;
  • • the right of data portability; and
  • • the right to object to our use of your personal information.
• Where we rely on consent as the legal basis on which we process your personal information, you may also withdraw that consent at any time.
• If you are seeking to exercise any of these rights, please contact us using the details in the “Contact Us” section below. Please note that we will need to verify your identity before we can fulfil any of your rights under data protection law. This helps us to protect the personal information belonging to our customer against fraudulent requests.

How long will we keep your personal information for?

• We will keep your personal information for the purposes set out in this privacy policy and in accordance with the law and relevant regulations. We will never retain your personal information for longer than is necessary. In most cases, our retention period will come to an end 7 years after the end of your relationship with us.

Security

• We take protecting your personal information seriously and are continuously developing our security systems and processes. Some of the controls we have in place are:
  • • We limit physical access to our buildings and user access to our systems to only those that we believe are entitled to be there;
  • • We use technology controls for our information systems, such as firewalls, user verification, strong data encryption, and separation of roles, systems & data;
  • • Systems are proactively monitored through a “detect and respond” information security function;
  • • We utilize industry “good practice” standards to support the maintenance of a robust information security management system; and
  • • We enforce a “need to know” policy, for access to any data or systems.

Contact us

• If you would like to exercise one of your rights as set out in the “Your rights” or you have a question or a complaint about this policy, or the way your personal information is processed, please contact us by email

  Privacy@multimultistores.com

• You also have the right to lodge a complaint with the UK regulator, the Information Commissioner.

Policy change

• This privacy policy was most recently updated in May 2021. If we make changes to it, then we will take appropriate steps to bring those changes to your attention.