Privacy Policy

Controller and website providers

Servewell Pizza & Grill is the food seller and controller for personal information used to take and fulfil your order. You can contact the controller at orders@servewell.uk.

Specialist website, hosting and support providers process information for the takeaway only where needed to operate and secure this ordering service.

Information we collect

When you order, we collect the details needed to fulfil and support that order: your name, phone number, email address if provided, delivery address for delivery orders, order contents, payment method, payment status, delivery notes and kitchen notes.

We may also store technical records needed for security, fraud prevention, payment confirmation, delivery postcode checks, print status and admin audit logs.

Card details are entered on the hosted payment provider's service and are not stored by this website. We receive payment references and status information needed to confirm or refund an order.

We use first-party traffic analytics to understand how the website is being used. This records page views, ordering steps, a signed anonymous visitor identifier, a 30-minute visit identifier, device type, campaign tags and the originating website where available. We do not store raw IP addresses for this reporting and the identifiers do not contain your name or contact details.

How we use it

We use this information to process, prepare, deliver or make available your order, contact you about the order, handle support requests, process refunds where applicable, keep accounting records, protect the website and improve the service.

Our usual lawful bases are contract, because the information is needed to provide your order, legal obligation for accounting and tax records, and legitimate interests for security, service improvement and resolving order disputes.

Website traffic analytics are used only to measure visitor numbers, popular pages and ordering trends so the takeaway can improve the website and service. Optional analytics identifiers are created only after you accept analytics.

Who receives information

We only share information where needed to run the service, such as with payment providers, website hosting, email/SMS or order-printing services, delivery staff and professional advisers if required. We do not sell customer information.

If a provider processes personal information outside the UK, the controller will require an approved transfer mechanism and appropriate contractual and security safeguards.

Retention

Customer contact details, delivery information and identifiable operational order records are normally kept for up to 24 months after an order is completed, cancelled or rejected. They may be kept longer where reasonably needed for an active complaint, chargeback, fraud investigation or legal claim. A documented retention hold prevents automatic deletion until the matter and the applicable limitation period have ended.

Transaction records required for tax and accounting are kept in a minimised form for up to 7 years. Anonymous or aggregated sales totals may be retained for longer because they no longer identify a customer.

Individual website analytics events are aggregated and deleted after 45 days. Anonymous daily totals are retained for up to 13 months. The anonymous visitor cookie can remain on your device for up to 13 months and the visit cookie expires after 30 minutes of inactivity.

Encrypted database backups are normally retained on a 60-day rolling basis. Information deleted from the live service expires naturally from those backups as they rotate, unless a backup must be isolated for a documented legal or security reason.

Your rights

You can ask to access, correct or delete your personal information, restrict or object to its use, or receive eligible information in a portable format. Some rights depend on the lawful basis, and limited records may need to be retained for legal obligations or disputes.

Contact the controller at orders@servewell.uk. You also have the right to complain to the Information Commissioner's Office.