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 Atlantic Pavilion, Albert Dock, Liverpool, L3 4AE.
For the purposes of the General Data Protection Regulation 2016/679 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 firstname.lastname@example.org or write to us at the Data Protection Team, Atlantic Pavilion, Albert Dock, Liverpool, L3 4AE.
2. What information we process and why
When you visit our website or mobile application and use our delivery 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
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
other correspondence with you in relation to the delivery service
the location of your parcel, through parcel tracking functionality
if you open a Yodel account, email address, postal address and associated data including postcode, mobile phone number, any images you provide
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 surveys).
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.
3. 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:
Technology service providers – our partners who provide IT services
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
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.
4. 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 you with 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 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 been 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 which is the data protection supervisory authority in the UK, at www.ico.org.uk
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 “I Accept” 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.
|yodel_user_credentials, _yodel-collectplus_session, cplus_vis||These are session cookies set by web applications built using Ruby on Rails technologies. They are designed to allow a consistent experience across the website, for example to ensure any page changes or item or data selection is remembered from page to page. They are destroyed on closing the browser.||When you close your browser|
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.
|_gat_UA-nnnnnnn-nn||This is a pattern type cookie set by Google Analytics, where the pattern element on the name contains the unique identity number of the account or website it relates to. It is a variation of the _gat cookie which is used to limit the amount of data recorded by Google on high traffic volume websites. It holds no information about the user and is destroyed on closing the browser.||When you close your browser|
|_ga||This cookie name is associated with Google Universal Analytics - which is a significant update to Google's more commonly used analytics service. This cookie is used to distinguish unique users by assigning a randomly generated number as a client identifier. It is included in each page request in a site and used to calculate visitor, session and campaign data for the sites analytics reports. By default it is set to expire after 2 years, although this is customisable by website owners.||2 years|
|_gid||This cookie name is associated with Google Universal Analytics. It stores and updates a unique value for each page visited.||1 day|
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.
|vuid||This domain is owned by Vimeo. The main business activity is: Video Hosting/Sharing||2 years|
|OptanonConsent||This cookie is set by the cookie compliance solution from OneTrust. It stores information about the categories of cookies the site uses and whether visitors have given or withdrawn consent for the use of each category. This enables site owners to prevent cookies in each category from being set in the user's browser, when consent is not given. It contains no information that can identify the visitor.||6 Months|
|alert-cookie||This cookie is set so as to improve usability of the website, by remembering what notifications have already been displayed and dismissed to a user.||1 Year|
|_RequestVerificationToken-legacy, _RequestVerificationToken, csrf-canary||These are anti-forgery token (preventing CSRF attacks). They guarantee that the poster is the one who gets the form whenever submitting data.||When you close the browser|
|IDE||This domain is owned by Doubleclick (Google). The main business activity is: Doubleclick is Googles real time bidding advertising exchange||390 days|
|VISITOR_INFO1_LIVE||This cookie is used as a unique identifier to track viewing of videos||When you close your browser|
|GPS||YouTube is a Google owned platform for hosting and sharing videos. YouTube collects user data through videos embedded in websites, which is aggregated with profile data from other Google services in order to display targeted advertising to web visitors across a broad range of their own and other websites.||When you close your browser|
|lpv106122||This domain is owned by Pardot, a marketing automation platform which provides lead generation services to businesses.||When you close your browser|
|Pardot||This domain is owned by Pardot, a marketing automation platform which provides lead generation services to businesses.||When you close your browser|
|YSC||YouTube is a Google owned platform for hosting and sharing videos. YouTube collects user data through videos embedded in websites, which is aggregated with profile data from other Google services in order to display targeted advertising to web visitors across a broad range of their own and other websites.||When you close your browser|
|test_cookie||This domain is owned by Doubleclick (Google). The main business activity is: Doubleclick is Googles real time bidding advertising exchange||When you close your browser|
|TP.uuid||This cookie is a unique identifier to track Trustpilot visitors.||Maximum|