Privacy policy
Who is responsible for your information
PrepareHQ Ltd, company number 16572092, is responsible for the personal information we use to answer enquiries, process purchases and manage our customer relationships. Our registered office and correspondence address is 122 Fore Street, Saltash, England, PL12 6JW.
For privacy questions or to exercise your rights, email info@preparehq.com. You can also write to that address or use our contact form.
Information we use and why
Eligible food selections can be ordered through Shopify checkout, or you can send an enquiry. An enquiry does not place an order or take payment. Digital downloads are purchased separately. We use the information needed for your chosen route and may also hold records of earlier orders or correspondence.
| Information | Purpose and lawful basis |
|---|---|
| Your name, email address, contact details, postcode and message | To answer your enquiry and take steps you request before a possible contract. General support and non-purchase correspondence are handled for our legitimate interests in responding to people and running the business. |
| Your chosen recipes and quantities, and any household size, period or serving pattern you choose to share | To prepare the selection or quote you request, or carry your chosen planning details with a food order. We rely on taking steps at your request before a contract and performing the order contract where applicable. These planning details are optional; the planner does not need the names of household members. |
| Agreed orders, delivery details and order-related correspondence | To perform the order contract and provide support. We also retain relevant records to meet legal obligations or, where appropriate, for our legitimate interests in establishing or defending claims. |
| Call recordings and voicemail | To keep accurate enquiry and agreed-order records and help resolve queries or disputes, based on our legitimate interests. See Telephone and WhatsApp below for details, alternatives and your choices. |
| Technical information such as IP address, browser information and security logs | For our legitimate interests in operating and protecting the website and preventing abuse. Some platform providers process information for their own security and legal responsibilities. |
| Marketing preferences, and browsing information used for optional advertising or personalisation | For the purposes you consent to. You can withdraw that consent. Enquiring about food does not itself subscribe you to promotional emails. |
Give us the details reasonably needed to answer your enquiry or arrange an order; without them we may not be able to do so. You do not have to provide additional household details to contact us. Please do not include payment-card numbers or unnecessary medical information in a message.
Online food orders
For food orders, we use your contact, billing and delivery details, recipes and quantities, payment status, any planning details you choose to include, and order correspondence to check supply, agree any changes, process the order and arrange delivery. We rely on steps you request before a contract and performance of the order contract. Relevant payment and accounting records are also kept for legal obligations, and necessary records may be used for our legitimate interests in preventing fraud and handling disputes.
Shopify and the payment provider process checkout and payment information. We share the details needed to confirm and fulfil your food order with European Freeze Dry and the relevant delivery provider. Buying food does not subscribe you to marketing. Please do not send card details or unnecessary medical information in messages.
Digital purchases and private planning files
For digital purchases, we use your contact and billing details, items ordered, payment status and immediate-supply consent to process the order, deliver files and provide support. We also keep relevant transaction records for legal obligations and handling disputes. Shopify and the payment provider process checkout and payment information; please do not send card details to us in messages.
Our digital-delivery service records access to download links, including download activity and technical information such as IP address, browser and operating system. These delivery records are separate from the general website/security records described in the table. We use relevant records to deliver files, resolve access problems and protect against misuse, relying on the contract or our legitimate interests as appropriate. Buying a download does not subscribe you to marketing.
The planning files are saved to your own device. What you write in a downloaded PDF or workbook is not automatically sent to PrepareHQ. Keep completed files private. If you request support, send only the details needed and remove unnecessary information about children, health, finances or other people.
Telephone and WhatsApp
For help with an enquiry or order, email info@preparehq.com or send a WhatsApp message to +44 7908 923138. We use contact details and correspondence to answer you, arrange requested orders and provide support. Depending on the reason for contact, the basis is steps you request before a contract, performance of a contract, or our legitimate interests in handling enquiries.
Telephone calls made or received through our CircleLoop service are recorded. We use recordings to keep an accurate record of enquiries and agreed order details, and to help resolve queries or disputes. We rely on our legitimate interests in handling customer enquiries and maintaining evidence of what was agreed. CircleLoop also processes call-routing and call-log information and any voicemail you choose to leave.
Recordings and voicemail are kept only for as long as needed for those purposes, taking account of whether an enquiry or order is still active, whether there is an unresolved complaint or dispute, and whether a legal reason requires retention. Access is limited to authorised people who need the information for those purposes and the service providers supporting the telephone system. Contact info@preparehq.com if you want information about a recording or to exercise your data-protection rights, including your right to object to processing based on legitimate interests.
If you prefer not to have a telephone conversation recorded, email info@preparehq.com or use our WhatsApp Business messaging option instead. WhatsApp, a Meta service, processes information under its own privacy notice when you choose that channel. We may keep relevant correspondence in our business email or order records. A call or support message is not consent to promotional messages.
Website tools and cookies
The food finder and builder use browser storage to remember choices and carry a plan between pages. Your chosen recipes and any saved planning details are included when you send an enquiry or place a food order. Shareable selection links can also contain these choices: avoid forwarding one if you do not want its planning details shared. You can remove a saved plan or clear your food selection using the controls on the site.
We use Shopify to run the website. Its cookie banner lets you accept, decline or manage optional personalisation, marketing and analytics preferences. Use Cookie preferences in the footer to reopen the controls. Browser settings can also remove or block cookies, although blocking required storage may affect website functions.
Our website integrations include Shopify, Google services and Meta/Facebook. Depending on your choices and the integration, these services may use browsing, device or interaction information for analytics, marketing measurement or personalisation. Our use of advertising cookies and similar technologies requires your consent.
Klaviyo and Appstle were previously connected to our store but have now been removed. Removal does not by itself confirm deletion of information already held by those providers. Please contact us if you have questions about information held through these former integrations.
Shopify Network Intelligence is enabled for this store. Shopify may combine information from interactions with our store and other merchants to provide its enhanced services, including personalisation and advertising, subject to applicable consent and privacy controls. Shopify describes its own use of information and your choices in its Consumer Privacy Policy and privacy portal.
Who receives information
We use service providers only for the relevant work. These include:
- Shopify, for the storefront, forms, checkout, order records and Digital Products delivery.
- Shopify Payments and relevant payment providers, for processing payments.
- CircleLoop, for our telephone service, and WhatsApp/Meta, for messages you choose to send through WhatsApp.
- Zoho, for business email and correspondence.
- European Freeze Dry and the relevant delivery provider, when information is needed to check a delivery requirement or fulfil an agreed order.
- Google and Meta/Facebook, for the website and marketing integrations described above, where used and subject to the relevant choices.
- Accountants or professional advisers where needed for an actual transaction, legal obligation or business record.
We share the information needed for the task. Sending a general recipe question does not mean all of your correspondence is sent to the manufacturer. We may also disclose information where the law requires it or to establish or defend legal rights.
International processing
Some providers process information outside the UK. Shopify lists the United States as this store's customer-data hosting location. The relevant providers' terms and privacy notices explain their processing locations and transfer arrangements. Contact us for information about the safeguards that apply to a particular transfer.
How long information is kept
We retain enquiry records for as long as needed to answer the enquiry, follow up an active request and deal with related questions or disputes. We consider whether the request is still active, whether an order followed and whether a legal or complaint-related reason requires retention.
Order, payment and accounting records are kept for the applicable legal retention period and for any necessary unresolved claim. Marketing preferences are kept while relevant to your subscription; a limited suppression record may be retained to respect an unsubscribe request. Providers' cookie and technical-record periods depend on the service and purpose.
We review whether information is still needed rather than keeping all correspondence indefinitely. Contact us if you want to know the period or criteria that apply to your information.
For telephone recordings and voicemail, we use the retention criteria explained in Telephone and WhatsApp above.
Your rights and choices
Depending on the circumstances, you can request access, correction, erasure, restriction of processing or a portable copy of your information. You can withdraw consent at any time, without affecting processing that was lawful before withdrawal.
You can object to direct marketing at any time. You can also object to processing based on legitimate interests. Use an unsubscribe link where provided or email info@preparehq.com. Some information may still need to be kept for a legal obligation or another valid reason.
If you are unhappy with how we have handled your information, you can complain to us at info@preparehq.com, through our contact form or by post to the address above. We will acknowledge your complaint promptly and within 30 days of receiving it. We will investigate, keep you informed and explain the outcome without undue delay.
You can complain to the UK Information Commissioner's Office at ico.org.uk/make-a-complaint. You may contact us first so we can try to resolve the issue, but you do not have to do so before contacting the regulator.
Changes
We update this notice when our practices change. If we introduce a materially different use of your information, we will provide the information and choices required before that new use.