Source: https://www.hellofresh.co.uk/privacy/?redirectedFromAccountArea=true
Timestamp: 2019-04-23 22:36:55+00:00

Document:
Welcome to the website of HelloFresh. In our capacity as controller within the meaning of the General Data Protection Regulation, we are obliged to comply with statutory provisions on data protection. As a matter of course, we greatly value the protection of your personal data along with fair and transparent data processing. We have provided you below with all the information you need to verify and exercise your data protection rights.
2 How can I contact the data protection officer?
3 Why and on what legal basis do we process personal data?
If you are a HelloFresh customer, create an account with us, participate in competitions or promotions or otherwise contact us, we will receive your personal data.
6.1f GDPR, if we process your data due to justified interest from us or third parties, e.g. if we use your email address to send you our newsletter for direct advertising purposes, or for optimizing our website’s advertising design.
We are pleased to be able to supply you with our cooking boxes and recipes kits. To enable you to order from us, we will create a customer account for you after your registration. In order to protect your customer account from access by third parties, we store your user name and password. In order to be able to deliver the cooking boxes to you as desired, we store your contact data, order and delivery time and payment information. You can voluntarily provide your phone number so that we can contact you in case of delays or problems delivering your cooking box. Please note that you may revoke your consent at any time.
You can use the contact form, our email address, phone number or our chat to ask questions and send us messages. We only process your data in this context in order to get in contact with you the way you wish and to answer your inquiry.
If you take part in one of our competitions, we collect data that is necessary to carry out the competition. This usually includes an individual competition entry (e.g. a comment or a photo), as well as your name and your contact details. It is possible that we transmit this data to our competition partners, e.g. to send you the prize. The processing and transfer of data may vary depending on the competition and is therefore specifically described in the respective conditions of participation. Participation in the competition and the associated data collection is, of course, voluntary.
You have the option of leaving comments on our blog. Your comment, details at the time of writing the comment, email address and - if you do not post anonymously - username will be stored for the comment function on our web pages. Your IP address is also stored. Storage is necessary for us to be able to defend ourselves against liability claims in cases of possible publication of illegal content.
At HelloFresh, you have the option of subscribing to our newsletter in different ways, e.g. when registering, on our recipe page or on our blog.
Advertising information will only be sent to your email address as part of our newsletter if you are an existing customer or have agreed to use your email address for this purpose. Of course, you can revoke your consent to be sent newsletters at any time, e.g. by clicking the unsubscribe link in the newsletter, updating the communication setting in your customer account or by sending a message to dataprotection@hellofresh.co.uk.
For users who are not already existing HelloFresh customers, we use the double opt-in procedure for subscribing to our newsletter. This means that after your registration we will send you an email to the email address provided asking you to confirm that you would like to receive the newsletter. We also store your IP address and the time of your registration and confirmation. This enables us to prove your registration and, if necessary, clarify any possible misuse of your personal data.
HelloFresh uses the email address and postal address provided by the customer to inform on similar product and service offers by email and mail. If you do not wish to receive any further advertising information by email or mail, you can object to the use of your contact data for advertising purposes at any time without incurring any costs other than for transmission according to the basic rates.
You can submit your revocation by phone (020 7138 9055), in writing (The Fresh Farm, 60 Worship Street, London, United Kingdom, EC2A 2EZ) or with our contact form at www.hellofresh.co.uk/contact. It is also possible to change communication preferences at any time in the customer account area when subscribing to the newsletter with an existing customer account.
We also work with XCM (registered as‘X Channel Marketing Ltd’), a companythat provides database hosting and theprocessing of our customers relateddata to support Retailers manageinformation and the rights ofconsumers.XCM provide services thatsupport the integration of customerrelated data to ensure information canbe processed and analysedfor the benefit of relevantcommunications. Thus; presentingappropriate offers that should be ofinterest to our customers andconsumers based on what they buy orwould like to buy.Where you have told us that you do notwish to receive communications fromother trusted retailers andorganisations we will not share yourpersonal data with Abacus or XCM.
If you are already a HelloFresh customer, you can also invite your friends to order our boxes. As we do not want to bother anyone, it is important that your friend wants to receive information about our services. Therefore, please only use our “Refer-a-Friend” function if you are convinced of your friend’s interest beforehand.
HelloFresh uses the tool Usabilla, a service of Usabilla B.V., Netherlands. The tool enables you to give us feedback on our offers. The use of the tool is anonymous, i.e. we cannot associate your feedback with your identity.
For customer support, we use the cloud-based platform PureCloud, a service of Genesys. All data that you enter on the support platform is stored and processed in order to provide customer support. The data is stored in the EU, USA and Australia. After termination of the contract with PureCloud, the data will be deleted.
We offer you the opportunity to register with us through Facebook Connect (Facebook Inc., USA, Data protection declaration: www.facebook.com/policy.php). An additional registration is not necessary in this case. You will be redirected to the Facebook page where you can log in with your user data. This will link your Facebook profile and our service. The link automatically provides us with the following information from Facebook: Facebook name, Facebook profile and cover picture, email address stored on Facebook, Facebook friends lists, Facebook likes, birthday, gender, country, language.
Data is used to set up, provide and personalize your customer account.
On our blog or in our recipe suggestions, we have included social media plugins that you can use to share certain content over social networks. To protect your privacy, we offer you these social plugins as so-called “2-click buttons.” The “2-click solution” prevents data (e.g. your IP address) from being transmitted to social networks such as Facebook or Twitter as soon as you open our website. For this purpose, the buttons are deactivated by default and are only activated by clicking the social plugins for the first time.
After activation, the plugins also collect personal data such as your IP address and send it to the servers of the respective provider where it is stored. In addition, activated social plugins set a cookie with a unique identifier when loading the relevant website. This also allows providers to create profiles of your usage behavior. The data will be used to show you personalized advertising, as well as for market and opinion research purposes.
Data transfer is independent of whether you have an account with the plugin provider and are logged in there. If you are logged in with the plugin provider, your data collected with us will be assigned to your existing account with the plugin provider.
3.2 Will my usage data be processed for website optimization and usage-based online advertising?
Cookies are small text files that are placed on your computer when you visit our website and allow your browser to be reassigned. Cookies store information such as your language setting, the duration of your visit to our website or the information you enter there. This avoids the need to re-enter all necessary data for each use. Cookies also enable us to recognize your preferences and to tailor our website to your interests.
Our website uses Google Analytics, a service of Google Inc., USA (“Google”). Google Analytics enables us to evaluate your website use in order to compile analyses of website activity and make use of other services associated with website and Internet use.
In addition, you can prevent Google from collecting data by downloading and installing the browser add-on. By clicking the following link, an opt-out cookie is set that will prevent the future collection of your data when you visit this website: Disabling Google Analytics.
We also use the Google Conversion Tracking service as part of Google Analytics. This enables us to record the behavior of our website visitors. For example, we are shown how often the contact form has been filled in. We also see how many clicks on advertisements from external sources (AdWords, LinkedIn, Xing, Bing) have led to our website.
This website uses Matomo (formerly Piwik), a service of InnoCraft Ltd., which enables us to evaluate your visitor behavior on our website and compile reports on website activity. The information generated by the cookie is transferred to the server of the website operator in Germany and stored there. The IP address is made anonymous immediately after processing and before it is stored, i.e. data cannot be directly associated with you.
You can disable Matomo’s data collection here.
This website uses Custom Audience Pixel, a service of Facebook Inc., USA. Custom Audience Pixel is a Java script code that we have integrated into each of our web pages. We use custom audience pixels to collect information about the way visitors use our website. This pixel collects and reports Facebook information about the user’s browser session, a hashed version of the Facebook ID and the URL being viewed. Each Facebook user has a unique and device-independent Facebook ID that enables us to address and recognize users across multiple devices on the social network Facebook so that we can reach our visitors again for advertising purposes through Facebook ads. After 180 days, the user information will be deleted until the user returns to our website. Therefore, no personal information about the individual website visitors is disclosed to HelloFresh and website customer target audiences can only be specifically advertised to as soon as they have reached a significant mass in terms of numbers.
4 Will my data be transmitted to third parties?
In order for HelloFresh to process your data according to the purposes described above, it may be necessary for other recipients to also be able to view and process your data.
HelloFresh is a global company with subsidiaries worldwide. In special cases, it may be necessary for us to transfer your data to our Group parent company, HelloFresh SE, Berlin, such as when it performs certain central tasks for the Group. However, such a transmission shall only take place if we have a basis of authorization or as part of order processing in accordance with Art. 28 GDPR.
Your data will be passed on to service partners if they work on our behalf and support HelloFresh in the provision of its services. For example, we have commissioned a service partner to send our newsletter.
Processing of your personal data by commissioned service providers takes place within the scope of order processing in accordance with Art. 28 GDPR.
5 Will my data be processed outside the EU/EEA and how is data protection ensured?
It is important to us to process your data within the EU/EEA. However, we may use service providers who process data outside the EU/EEA. In these cases, we ensure that an appropriate level of data protection is established prior to the transfer of your personal data. This means that a level of data protection comparable to the standards within the EU is achieved using EU standard contracts or an adequacy resolution such as the EU Privacy Shield.
6 How long will my data be stored?
We delete personal data as soon as the purpose of storage no longer applies and legal retention periods do not preclude deletion.
8 What rights do I have and how can I assert them?
Every customer or any other person affected by data processing has the right to information according to Art. 15 GDPR, the right to correction according to Art. 16 GDPR, the right to deletion according to Art. 17 GDPR, the right to restriction of processing according to Art.18 GDPR, the right to objection according to Art. 21 GDPR and the right to data transferability according to Art. 20 GDPR.
You can revoke your consent to the processing of personal data at any time. This also applies to the revocation of declarations of consent that were given to us prior to the validity of the General Data Protection Regulation, i.e. before May 25, 2018. Please note that revocation will only take effect for the future. Processing that took place before the revocation is not affected.
You can submit your objection and/or revocation by phone (020 7138 9055), in writing (Grocery Delivery E-Services UK LTD, The Fresh Farm, 60 Worship Street, London, United Kingdom, EC2A 2EZ or with our contact form here.
You have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us under www.hellofresh.co.uk/contact in the first instance.
You can ask us or third parties to stop sending you marketing messages by contacting us at any time, or by adjusting your communication preferences via Account Settings on our website. If you no longer wish to receive our email communications, you can unsubscribe at any time by clicking on the unsubscribe link at the end of each newsletter.
What is a "flexible subscription"?
We’re passionate about making it easier for you to cook delicious, nutritious meals (using fresh ingredients) from scratch on a regular basis – it’s better for you, your family, and even the planet! But we know that your busy schedule makes it more difficult. So, we operate as a subscription to take all of the hard bits - meal planning and shopping - away. We just leave you to do the fun bit – cooking and eating with your loved ones! What's more, by placing consistent weekly orders with our independent suppliers, they can provide you with the best quality produce for a price comparable with equivalent supermarket with equivalent supermarket fare. It’s a win-win!
But in some corners, subscriptions have got a bad rep. Confusing contracts, hidden terms and unwanted extras. That’s why we operate as a flexible subscription - meaning there is no minimum term, and you can change your deliveries to fit in with your hectic lifestyle. On holiday or busy next week? You’re the boss! Simply place your account on pause using our flexible order calendar by Wednesday at 6pm the week prior.
To find out more, managing subscriptions.
Our service is designed to offer flexibility and convenience so you can manage when you would like your deliveries. There is no minumum delivery, just remember to update your account before 7pm on Wednesday the week before your next delivery with any changes.
6. You will receive an email confirming your cancellation, please retain this for future reference.
Can l change my box?
Like the look of a different box? You can always upgrade your box for the following week, just head to “my orders” and you can alter the number of meals or the number of people you want your box for. Just remember to complete the update by Wednesday at 6pm the week before your next delivery.
Can l change my first box?
In order to ensure that we keep sending you the very best ingredients and that our hard working suppliers get a well-earned break, our Monday nationwide deliveries, 9am to 5pm, will be delivered on Tuesday between 9am to 6pm.
Our upcoming recipes are updated on our homepage every Thursday, and you can also find them on the 'Upcoming Recipes' section, which you can find under ‘Recipes’. If you want to see our recent menus, just head to ‘Recipe Archive’.
Whilst we don't offer specific dietary plans, because our ingredients are delivered to you in separate packets, if you have any specific dislikes you can simply omit or replace them with your own ingredients. You can learn more about the ingredients we use in the About HelloFresh section.
We have many single-person households as customers who chose the 3-meal plan for 2 people and gain eternal popularity with their friends, or simply tuck in to any remaining food from their meals later in the week. Everything in our boxes, except for prawns, is perfectly safe to freeze for a later date.
Why is HelloFresh a healthy choice?
Cooking with fresh ingredients helps you stay healthy and beats any type of convenience food, frozen food or fast food. By preparing your meals with fresh ingredients you ensure that important nutrients aren't lost. In addition, we create our recipes to ensure a healthy diet. Since our chefs and nutritionists create and select recipes on a weekly basis, they are able to ensure that your diet is balanced and provides all the nutrients you need for a healthy lifestyle.
Every recipe card lists the calories, saturated fat, carbohydrates and protein. You can also view these for your upcoming meals by heading to ‘Recipes’.
How do you calculate your nutritional information?
All of our nutritional information is determined by a calculation method. In other words we use the nutritional properties of the raw ingredients in our recipe and calculate the amount of nutritional value they have in aggregate, this does not include the oil, pepper or salt that may be added in the cooking process. Our recipe cards provide information on the amount of calories, carbohydrate, protein and saturated fat. If you would like anymore information just get in touch with us anytime.
How much will I be charged for my HelloFresh box?
When will I be charged for my HelloFresh box?
Your first delivery is charged for at the time of ordering. For all subsequent deliveries the weekly amount will be charged for the morning after your order is created, this is always at midnight the Wednesday the week before your next delivery is due.
Yes. Your details are safely and securely updated onto our website, and you will only need to enter these once. We work with the online payment provider 'Adyen' which is certified by both VISA and MasterCard.
We now deliver across the U.K.! To confirm that we can deliver to your address, enter your postcode at the checkout. Exceptions include islands off the coast of mainland U.K. and the Scottish Highlands.
We deliver once per week on a Sunday, Monday, Tuesday or a Thursday. If you live within the M25, we can deliver between 5pm and 9pm on a Sunday, Monday or Tuesday, or, you can choose the 9am to 5pm slot on a Monday, Tuesday or Thursday. For all other areas, your delivery will arrive between 9am and 5pm on Monday, Tuesday or Thursday. Don't worry if you're not in - we use state-of-the-art packaging to ensure your box remains fresh until you come home later in the evening.
Why can't I choose my delivery time?
All our routes are carefully planned each week based on the deliveries we have to make. We do this to reduce our carbon emissions, and also to find the quickest route possible.
When checking-out, you can provide us with instructions on what to do if you're not at home to accept your delivery. In fact, most of our customers are not present when we deliver their food. Some customers simply ask us to leave their HelloFresh box in front of their door. Others tell us to take their box to a helpful neighbour or the porter in their building. Whatever your personal circumstances, our friendly drivers will do their best to find a way to make HelloFresh work for you.
Don't worry if you're not in - all of our boxes are packaged using speciality insulation and environmentally friendly cooling agents in order to keep your groceries fresh (whatever the weather) for up to 30 hours!
We’ve partnered up with Love Food Hate Waste, to help us on our mission to reduce food waste. We only ever order the exact quantities needed for our deliveries each week, so we’re not throwing away tonnes of extra food. We’re also helping all our customers to reduce the food waste in their homes, by only giving you the ingredients you need to make your meals, in the exact quantities.
Will the groceries stay fresh for a week?
Everything that goes into your box is carefully selected and hand-packed, as though you were doing the shopping. Our recipes are created using ingredients that stay fresh long enough for you to enjoy them in the week you have received them, as long as they are stored correctly. If we include ingredients that need to be used sooner rather than later (such as fish) we suggest that you prepare them at the beginning of the week. However, we would always advise you to use your own judgement so you can guarantee the best from all your meals.
Chives, Thyme and Rosemary should be stored in the warmest section of your fridge wrapped in plastic. Basil, Parsley and Coriander should be treated like a bouquet of flowers. Just trim the ends and place in a small glass of water at room temperature, and outside of direct sunlight.
All you need to have available at home is salt, pepper, white sugar, a good cooking oil and butter. We'll give you the rest.
All you need to do is head to our Homepage and select the box you want to order. Follow the steps through the checkout, and add your voucher code to the box marked ‘Coupon’. Just make sure your discount is deducted and hit Checkout. Please remember only one voucher is valid per customer.
As HelloFresh is a weekly delivery service we need to ensure that the payment details are correct for any subsequent deliveries. Initially £1 will be taken from your account to validate the payment. This process is to validate that the card is correct and for us to process an order for you. This £1 is automatically refunded back to you.
Check that your code is correct, and that you are ordering the correct box. Vouchers won’t apply to one-off boxes such as HelloFresh gift boxes. If you’re still having trouble, just drop a line to our customer service team.
Can I order HelloFresh as a gift?
How do I redeem my HelloFresh gift box?
Simply pick the date you want to receive your box, and then get in touch with your unique gift code, and delivery information. We’ll sort out the rest.
How does Patrick get his hair so shiny?
I love speaking to Ellie on the phone, her voice always sounds so soothing! How does she stay relaxed at work?
Ellie loves cats. Especially from Greece.

References: Art. 28
 Art. 28
 Art. 15
 Art. 16
 Art. 17
 Art.18
 Art. 21
 Art. 20