This policy together with our terms of website use, and any other documents referred to on it sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us.

Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.

We keep certain basic information when you visit our website and recognise the importance of keeping that information secure and letting you know what we will do with it.

This policy only applies to our site.

Our website address is: https://www.serpentia.co.uk

If you leave our website via a link or otherwise, you will be subject to the policy of that website provider. We have no control over that policy or the terms of other websites and you should check their policy before continuing to access the site.

Information we may collect and store from you

While you visit our site, we’ll track:

  • Products you’ve viewed: we’ll use this to, for example, show you products you’ve recently viewed
  • Location, IP address and browser type: we’ll use this for purposes like estimating taxes and shipping
  • Shipping address: we’ll ask you to enter this so we can, for instance, estimate shipping before you place an order, and send you the order!

We’ll also use cookies to keep track of cart contents while you’re browsing our site.

When you purchase from us, we’ll ask you to provide information including your name, billing address, shipping address, email address, phone number, credit card/payment details and optional account information like username and password. We’ll use this information for purposes, such as, to:

  • Send you information about your account and order
  • Respond to your requests, including refunds and complaints
  • Process payments and prevent fraud
  • Set up your account for our store
  • Comply with any legal obligations we have, such as calculating taxes
  • Improve our store offerings
  • Send you marketing messages, if you choose to receive them

If you create an account, we will store your name, address, email and phone number, which will be used to populate the checkout for future orders.

We generally store information about you for as long as we need the information for the purposes for which we collect and use it, and we are not legally required to continue to keep it. For example, we will store order information for 10 years for tax and accounting purposes. This includes your name, email address and billing and shipping addresses.

We will also store comments or reviews, if you choose to leave them.

Who on our team has access

Members of our website Administrator team have access to the information you provide us.

For example Administrators can access:

  • Order information like what was purchased, when it was purchased and where it should be sent, and
  • Customer information like your name, email address, and billing and shipping information.

Our Administrators team members have access to this information to help fulfill orders, process refunds and support you.

What we collect and store – Live Chat

Through the chat popup available on certain website pages, users can get in touch with us or send an offline message.

Whenever a chat conversation is started, the following data will be stored: username, email address and client IP address.

They will be temporarily stored on Firebase (please, refer to Firebase Privacy Policy for more details).

When the chat session ends their data will be removed from Firebase and will be stored on the local database for verification or other purposes related to the support given via chat.

Whenever an offline message is sent through the dedicated offline form, the following data will be stored: username, email address, message sent, operating system, web browser, browser version, customer IP address, site page from which the message is sent and customer consent to the Privacy Policy.

These data will be stored in the local database and will be used for support purposes or pre-sales support questions.

Members of our Administrator team have access to the information you provide us.

For example Administrators can access:

• the list of offline messages

• the list of chat logs

IP addresses and cookies

We may collect information about your computer/device, including where available your IP address, operating system and browser type, for system administration.

This is statistical data about our users’ browsing actions and patterns, and does not identify any individual and we will not collect personal information in this way.

We may obtain information about your general internet usage by using a cookie file which is stored on the hard drive of your computer/device.

Cookies contain information that is transferred to your computer’s hard drive. They help us to improve our site and to deliver a better and more personalised service.

They enable us:

• To estimate our audience size and usage pattern.
• To store information about your preferences, and so allow us to customise our site according to your individual interests.
• To speed up your searches.
• To recognise you when you return to our site.

You may refuse to accept cookies however, if you select this setting you may be unable to access certain parts of our site.

Unless you have adjusted your browser setting so that it will refuse cookies, our system will issue cookies when you log on to our site.

Please visit our Cookie Policy page for more information by clicking this link Serpentia Cookie Policy

Embedded content from other websites

Articles on this site may include embedded content (e.g. videos, images, articles, etc.).

Embedded content from other websites behaves in the exact same way as if the visitor has visited the other website.

These websites may collect data about you, use cookies, embed additional third-party tracking, and monitor your interaction with that embedded content, including tracing your interaction with the embedded content if you have an account and are logged in to that website.

Where we store your personal data

By submitting your personal data, you agree to this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy.

All information you provide to us is stored on our secure servers. Any payment transactions will be encrypted. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

You can read our full policy by clicking here Serpentia Website Security Policy

Uses made of the information

We use information held about you in the following ways:

• To ensure that content from our site is presented in the most effective manner for you and for your computer.
• To provide you with information, products or services that you request from us or which we feel may interest you, where you have consented to be contacted for such purposes.
• To carry out our obligations arising from any contracts entered into between you and us.
• To allow you to participate in interactive features of our service, when you choose to do so.
• To notify you about changes to our service.

How long we retain your data

If you leave a comment, the comment and its metadata are retained indefinitely. This is so we can recognise and approve any follow-up comments automatically instead of holding them in a moderation queue.

For users that register on our website, we also store the personal information they provide in their user profile.

All users can see, edit, or delete their personal information at any time (except they cannot change their username).

Website administrators can also see and edit that information.

Users that registered for accounts on our website will be considered to be inactive if there has been no activity for 2 years and will automatically be erased.  Any orders that had been placed will continue to be retained for up to 10 years for tax and accounting purposes.

What rights you have over your data

If you have an account on this site, or have left comments, you can request to receive an exported file of the personal data we hold about you, including any data you have provided to us.

You can also request that we erase any personal data we hold about you.

This does not include any data we are obliged to keep for administrative, legal, or security purposes.

Please visit our GDPR page for more information or to make a request by clicking here  Serpentia GDPR

Disclosure of your information

We may disclose your personal information to third parties only if we are under a duty to disclose or share your personal data in order to comply with any legal obligation. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.

Payments

We use third party payment processors to take payments on our website

PayPal

We accept payments through PayPal. When processing payments, some of your data will be passed to PayPal, including information required to process or support the payment, such as the purchase total and billing information.

Please see the PayPal Privacy Policy for more details.

Stripe

We accept credit/ debit card payments through Stripe. When processing payments, some of your data will be passed to PayPal, including information required to process or support the payment, such as the purchase total and billing information.

Please see the Stripe Privacy Policy for more details.

Data breach

If we or our third party security provider detects a data breach we will notify using the registered email you provided of the details as appropriate and as quickly as practicably possible.

Changes to our privacy policy

Any changes we may make to our privacy policy in the future will be posted on this page and, where appropriate, notified to you by e-mail.

However, we advise that you check this page regularly to keep up to date with any necessary changes.

Contact

Questions, comments and requests regarding our privacy policy should be addressed to gdpr@serpentia.co.uk

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