Custard customer privacy notice

This privacy notice tells you what to expect us to do with your personal information.

• Contact details
• What information we collect, use, and why
• Lawful bases and data protection rights
• Where we get personal information from
• How long we keep information
• Who we share information with
• App & website tracking
• Sharing information outside the UK
• How to complain

What information we collect, use, and why

We collect or use the following information to provide services and goods, including delivery :

• Names and contact details
• Addresses
• Date of birth
• Purchase or account history
• Payment details (including card or bank information for transfers and direct debits)
• Website user information (including user journeys and cookie tracking)

We collect or use the following information for the operation of customer accounts :

• Names and contact details
• Addresses
• Payment details (including card or bank information for transfers and direct debits)
• Purchase history
• Account information, including registration details
• Marketing preferences

We collect or use the following information for security and to prevent, detect, and investigate crimes, including fraud :

• Names and contact information
• Customer accounts and records
• Financial transaction information

We collect or use the following information for service updates or marketing purposes :

• Names and contact details
• Addresses
• Marketing preferences
• IP addresses
• Website and app user journey information

We collect or use the following personal information for dealing with queries, complaints or claims :

• Names and contact details
• Account information
• Purchase or service history
• Correspondence

We collect or use the following information to enhance user experience

• Gender
• Purchase or account history
• Website user (including user journeys and cookie tracking)
• IP addresses

We collect or use the following information for analytics and performance measurement

• Name
• Email address
• IP addresses
• Website user information (including user journeys and cookie tracking)

Lawful bases and data protection rights

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.

Which lawful basis we rely on may affect your data protection rights which are in brief set out below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

• Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. You can read more about this right here .
• Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. You can read more about this right here .
• Your right to erasure - You have the right to ask us to delete your personal information. You can read more about this right here .
• Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. You can read more about this right here .
• Your right to object to processing - You have the right to object to the processing of your personal data. You can read more about this right here .
• Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. You can read more about this right here .
• Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. You can read more about this right here .

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please complete our privacy form here. To access the data we process about you, please visit our data portal here. Alternatively, you can contact our Data Protection Officer by email using the contact details at the end of this notice.

Our lawful bases for the collection and use of your data

Our lawful bases for collecting or using personal information to provide services and goods are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Our lawful bases for collecting or using personal information for the operation of customer accounts are:

• Legal obligation – we have to collect or use the information so we can comply with the law.
• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

o In order to provide a seamless service, we create user accounts so our users can return and use our services without entering the same information again.

Our lawful bases for collecting or using personal information for security and to prevent, detect, and investigate crimes, including fraud are:

• Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

o To ensure a fair service to our customers and to reduce our financial risk, we process user data for the purpose of detecting and preventing fraudulent activity.

Our lawful bases for collecting or using personal information for service updates or marketing purposes are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

o We may send marketing communication to users who we believe would be interested in our services or similar third party services.

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

• Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

o We process user data to respond fully to queries and complaints, and ensure our users are treated fairly.

Our lawful bases for collecting or using personal information to enhance user experience are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
  • To improve website functionality, optimise user journeys, and personalise your experience.

Our lawful bases for collecting or using personal information for analytics and performance measurement are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
• To analyse website traffic, user behaviour, and performance to optimise the website and improve your user experience.

Where we get personal information from

• Directly from you, for example from:
  • Contact forms: when you fill out a form to make enquiries, sign up for newsletters or request support
  • Account creation: when you register for an account and provide us with your details
  • Purchases or transactions: when you input personal information during the purchase process
  • Feedback and surveys: when you provide information through surveys, reviews or feedback forms
  • Support request: when you communicate with us via email or other support systems
• Automatically via our technology, for example from:
  • Cookies and tracking technologies: personal data such as IP address, browsing history and preferences gathered via cookies or analytics tools
  • Device information: data about your device (e.g. browser type, operating system, or screen resolution)
  • Usage data: behavioural information such as pages visited, time spent on the site, and actions performed
• From third parties, for example from:
  • Payment processors: information such as payment confirmation or billing details from our providers like Stripe and PayPal
  • Referral sources: data about users who were referred from other websites, affiliates or social media platforms
  • Advertising platforms: information from platforms like Google Ads or Facebook Ads about user interactions with ads.

How long we keep information

We only hold your data for as long as it is required for the purposes for which it was collected; for as long as it remains accurate and up-to-date; and most importantly, for as long as you are happy for us to do so. The length of time we keep your data will also depend on any legal obligations we may have.

Who we share information with

Data processors

Get Response

This data processor does the following activities for us: Manage and send our emails, for marketing and transactional purposes

One Signal

This data processor does the following activities for us: Manage and send our push notifications, for marketing and transactional purposes

Tillo

This data processor does the following activities for us: Gift card supplier

TrueLayer

This data processor does the following activities for us: Payment provider

Revolut

This data processor does the following activities for us: Payment provider

Stripe

This data processor does the following activities for us: Payment provider

Adjust

This data processor does the following activities for us: App tracking platform

BriteVerify

This data processor does the following activities for us: Email address validation

LEM Verify

This data processor does the following activities for us: Identity checker to detect and prevent fraud

TrustPilot

This data processor does the following activities for us: Review platform

PayPal

This data processor does the following activities for us: Payment provider

Lloyds Banking Group

This data processor does the following activities for us: Payment provider via bacs

Marketing Service Providers

Advertising - we may share your data with Meta Platforms Inc. (Facebook and Instagram), Google LLC, Snap Inc (Snapchat) and TikTok Information Technologies UK Limited to perform ad-measurement services and provide offers that are relevant to you. This may involve data analysis, matching, profiling and predicting behaviours so you may receive advertising that is more relevant to you.

In sharing your data with Marketing Services Providers, we rely on a lawful ground called ‘legitimate interest’, as our business depends on our ability to partner with third parties who process personal data for marketing-related reasons.

You can opt-out via the communication preferences in your account. You can also manage how we share your data with Facebook and Instagram via Activity Off-Meta Technologies which can be found in the Settings menu on Facebook, Instagram and Messenger. You can further manage how we share your data with TikTok via the Ads page in your TikTok app’s Settings and Privacy.

For more information, please contact our Data Protection Officer by email: dpo@submissiontechnology.co.uk

Others we share personal information with

• Financial or fraud investigation authorities
• Suppliers and service providers

App & website tracking

How We Use Tracking Technologies

We use tracking technologies to track conversions, to issue you your earned cashback, to improve your experience, to provide relevant offers to you, to measure interactions and to optimise our advertising platform. Our Privacy Notice should be read in conjunction with our Cookie Policy. This includes:

• Website Tracking: When you visit joincustard.co.uk, we may collect data using cookies and similar technologies, as outlined in our Cookie Policy.
• App Tracking: When you use our iOS or Android app, we may request your permission to use the Identifier for Advertisers (IDFA) and Android equivalent. Any third party with whom our app shares user data will provide the same or equal protection of user data to this and our app’s privacy notice.

Your Choices & Controls

When you download our app, we will ask you for your consent to track. When you visit our website for the first time, we will ask you for your consent to track. You can manage tracking in your phone settings for the app. You can manage tracking on the web via our cookie management tool on our website - see the CookieBot icon in the bottom lefthand corner of your desktop or mobile device.

• If you accept tracking in the app, we will collect and share your IDFA with third parties (such as advertisers) for conversions, attribution and targeted advertising.
• If you decline tracking in the app, we will not share your IDFA with third parties.

Cross-Platform Tracking

• If you sign up and consent to tracking on our website, we may continue tracking your interactions when using our website, even if you later decline app tracking.
• If you decline tracking in the app, we will not attribute app interactions to advertising, but web-based tracking may still apply if previously consented to.
• Some tracking is necessary to provide you with the functionality of our service. When you create an account with us, you will be asked to accept our Terms and Conditions, and Privacy Notice which detail when and how we use your data.

Sharing information outside the UK

Where necessary, we may transfer personal information outside of the UK. When doing so, we comply with the UK GDPR, making sure appropriate safeguards are in place.

For further information or to obtain a copy of the appropriate safeguard for any of the transfers below, please contact us using the contact information provided above.

Organisation name:Get Response

Category of recipient:Email Service Provider

Country the personal information is sent to:Poland

How the transfer complies with UK data protection law:Addendum to the EU Standard Contractual Clauses (SCCs)

How to complain

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address:

Contact details

Email

dpo@submissiontechnology.co.uk

Last updated

24 March 2025