Privacy and Cookies Policy

1.   Who we are and how to contact us?

We obtain your personal information when you use our website or mobile application to provide you with parcel delivery services.

We ask that you read this privacy notice carefully as it contains important information about the personal information we collect about you, how we use it, and the situations in which we may share your information with other organisations.

The website and mobile application are operated by Yodel Delivery Network company number 05200072 and registered office at Skyways Hub, Speke Road, Speke. Liverpool L70 1AB.

For the purposes of the General Data Protection Regulation 2016/679, UK GDPR and the Data Protection Act 2018 (the Act and GDPR together the 'Data Protection Legislation’) Yodel Delivery Network is the data controller.

This means that we are responsible for, and control the processing of, your personal information. We are registered with the Information Commissioner's Office, or ICO, under registration number Z8874457.

How to contact us

If you have any questions about how we use your personal information, please contact data.protection@yodel.co.uk or write to us at the Data Protection Team, Skyways Hub, Speke Road, Speke. Liverpool L70 1AB.

2.   What information we process and why

When you visit our website or mobile application and use our delivery, return, send or click and collect services, we need to process your information for a number of different reasons. The types of personal information processed, and the legal bases are explained below.

When you use our website or mobile application, we may process the following information:

• information that you provide via our mobile application for your preferences, for example email addresses, phone numbers, safe place images etc.

• information including images providing proof of delivery

• information that you provide by filling in forms on the website, for example, your name and contact details

• details of queries or complaints you submit through the website via customer chats

• information submitted in surveys or competitions that you take part in (but only if you provide your consent)

• website cookie data essential to the operation of our website and all other cookie data subject to your consent (see Cookies section later for further information)

Legal basis: When you use our website or mobile application, we use your information because it is in our legitimate interests as a business to manage our website and mobile application and to promote our products and services

When you use our delivery services we may process:

• the name, address, contact details of the parcel sender and parcel recipient. Without this information, we would be unable to provide the requested delivery service e.g., we may send these by push messages, SMS or by email

• other correspondence with you in relation to the delivery service e.g., customer delivery surveys

• the location of your parcel, through parcel tracking functionality

• if you open a Yodel account, email address, postal address and postcode, mobile phone number and any images you provide or we provide as proof of delivery

Legal bases: When you use our delivery services, we use your information to perform a contract that we have entered into with you or because it is in our legitimate interests as a business to provide delivery services to you and to continue to improve our services. We may also use your information for other reasons because you have given your explicit consent (e.g., in the case of marketing communications)

3.   Marketing

We would like to provide you with information about goods and services which may be of interest to you and may contact you about these by email.

We will only send you marketing, if you have consented to us contacting you in this way. You can ask us to stop sending you marketing emails at any time by checking certain boxes on the forms we use to collect your personal information, clicking on the 'unsubscribe' link in any of our marketing communications or contacting us at data.protection@yodel.co.uk.

The length of time we keep your personal data will vary depending on the nature of the personal data and the reason we are obliged to hold it. We will apply appropriate measures to protect your personal data.

4.   Third parties who process your data on our behalf

We sometimes select third parties to process your personal data on our behalf in order to provide the right service to us and in turn to provide the service to you. We only transfer your personal data to third parties who adhere to appropriate data security standards and controls.

We may also transfer your personal data to the following third parties:

• The Client who requested your delivery (where relevant, including any correspondence with you in relation to the delivery and tracking information

• The store or parcel locker company from which you may collect your delivery

• Technology service providers – our partners who provide IT and website services, including secure payment providers, parcel tracking services, or who we engage to analyse data on our behalf

• Customer service providers who work with us to support your delivery and provide you with any help you may need

• Third-party delivery companies – our Third-party and/or Self-Employed couriers and parcel firms who may deliver parcels on your behalf

• Regulators and other governmental agencies or law enforcement agencies

• Where you sign into your Yodel account using your Facebook or Google account, we can use this to create a profile on you, your preferences, likes and dislikes in order to provide a personalised service, and content and offers that match your profile or which we believe may be of interest to you. Please follow Google or Facebook instructions if you wish to opt out of this

5.   Transfers of your information out of the EU

Occasionally we may need to transfer your personal data to countries outside the UK. Where this is the case, we ensure that the transfer is subject to appropriate safeguards to protect your personal data and complies with applicable law which may include having standard contractual clauses in place with the third-party.

6.   Your Rights

In addition to the right to be informed about how we use your personal information (as set out in this privacy notice), you have various other rights in respect of the personal information we hold about you – these are set out in more detail below.

Some of these rights only apply in certain circumstances and we may not be able to fulfil every request.

If we receive a request from you to exercise any of the following rights, we may ask you to verify your identity before acting on the request; this is to ensure that your data is protected and kept secure.

Right of Access

You have the right to make a request for copies of the personal data we are processing for you. This is known as a Subject Access Request. To exercise your right of access please notify us via any of our contacts detailed at the beginning of this policy.

Right to Rectification

If you believe that we hold inaccurate personal data about you, then you can request that your data be updated. Depending on the type of personal data you believe is inaccurate, we may ask you for further proof to ensure that the personal data is being corrected properly. If we are satisfied that the personal data is inaccurate, we will make the necessary changes. Please understand that records of deliveries may not be able to be altered given our mandate to comply with regulatory and legal requirements. To exercise your right to rectification please notify us via any of our contacts detailed at the beginning of this policy.

Right to Erasure

You have a right to ask for your personal data to be erased. However, this right will not apply where we are required to comply with a legal obligation or where we need personal data for the establishment, exercise or defence of legal claims. We cannot comply with an erasure request where you have been provided services for which we must keep records. To exercise your right to erasure please notify us via any of our contacts detailed at the beginning of this policy. When we receive your request, we will confirm whether the information has been deleted or tell you the reason why it cannot be deleted.

Right to Restriction

You have a right to request that processing of personal data is restricted. In certain circumstances however we may continue to process the personal data for the establishment, exercise or defence of legal claims. To exercise your right to restriction please notify us via any of our contacts detailed at the beginning of this policy.

Right to Object

You have the right to object to the processing of your data. However, we do not have to stop the processing if we can demonstrate compelling legitimate grounds for the processing (taking into account our processing activities, the nature of our business and our legitimate interests) and that these grounds override your interests, rights and freedoms or in the event that we need the personal data for the establishment, exercise or defence of legal claims.

To enable us to consider any objection we will need to know what specific interests, rights or freedoms relating to your situation you believe will potentially be put at risk by our processing. If we do stop processing your personal data, this may affect our ability to deliver our service to you. To exercise your right to object please notify us via any of our contacts detailed at the beginning of this policy.

Right to Portability

In certain circumstances, you can request that we provide to you your personal data in a commonly used format. To exercise your right to portability please notify us via any of our contacts detailed at the beginning of this policy.

Right to withdraw consent

If you have given us your consent to use your personal information, you can withdraw your consent at any time. In particular, if you have given us consent to send you marketing emails, you can withdraw your consent by clicking the 'unsubscribe' link in any marketing email which you receive or by emailing us at data.protection@yodel.co.uk. This will not affect the lawfulness of our use of your information before you withdrew your consent.

Right to complain to the Information Commissioner

We aim to deal with any queries or complaints you may have with regards to our processing of your data. However, if you are not happy with the way your data has being processed and the explanations or responses that you have received from us you have the right to lodge a complaint with the Information Commissioner. More details can be found on their website www.ico.org.uk

You can complain to the Information Commissioners Office who is the data protection supervisory authority in the UK, at www.ico.org.uk

7. Cookies

Cookies help us to provide you with a good experience when you browse the website and also allow us to improve the website.

There are different categories of cookie types. With the exception of those cookies that are essential to the operation of our website, you have the option to select which are used.

When you first visit our website, a notice appears to alert you to the types of cookies available and provides you with the ability to provide your consent as to which we use. If you choose to “Accept Recommended Settings” then all cookie types described below will be set.

If you change your mind, then you have the option to click on the “cookies control icon” in the bottom left-hand side of the screen and to choose which cookies are to be used.

A list of cookie types used, and their functionality can be found below.

STRICTLY NECESSARY COOKIES

These are cookies that are required for the operation of the website. They include, for example, cookies that enable you to log into secure areas of the website and use a shopping cart.

PERFORMANCE COOKIES

They allow us to recognise you as a visitor and how you move around the website when you are using it. This helps us to improve the way the website works, for example, to help you find what you are looking for easily. Statistic cookies help us understand how visitors interact with the website by collecting and reporting information anonymously.

FUNCTIONALITY COOKIES

These are used to recognise you when you return to the website. This enables us to personalise our content for you and remember your preferences.

TARGETING COOKIES

We use cookies record your visit to the website and the pages you have visited. We also use marketing cookies to track your use of other websites. We will use this information to make the website and the advertising displayed on it more relevant to your interests.