1. Introduction
Food Now Ltd ("we", "us", "our") is committed to protecting the privacy and security of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our website, mobile applications, EPOS systems, and related services (collectively, the "Platform").
We are the data controller for the personal information we process, unless otherwise stated. Our registered office address is available on request.
This Privacy Policy applies to:
- Restaurant partners using our services
- Customers placing orders through our platform
- Visitors to our website
- Users of our mobile applications
2. Information We Collect
2.1 Information You Provide to Us
For Restaurant Partners:
- Business name, trading name, and registration details
- Contact information (name, email, phone number, address)
- Bank account details for payments
- Food hygiene ratings and business licences
- Menu information, pricing, and business hours
- Staff details for EPOS system access
- Tax identification numbers (for HMRC compliance)
For Customers:
- Name, email address, and phone number
- Delivery addresses
- Payment card details (processed securely by our payment provider)
- Order history and preferences
- Communications with customer support
2.2 Information We Collect Automatically
- Device information (IP address, browser type, operating system)
- Usage data (pages visited, features used, time spent)
- Location data (with your permission)
- Cookies and similar tracking technologies (see Cookie Policy below)
- Transaction information and payment data
- EPOS system usage and sales data (for partners)
2.3 Information from Third Parties
- Payment processors (transaction confirmations, fraud prevention)
- Identity verification services (for partner onboarding)
- Analytics providers (to improve our services)
- Business information from public sources (Companies House, food hygiene databases)
3. How We Use Your Information
3.1 To Provide Our Services
- Processing orders and payments
- Managing restaurant partner accounts and EPOS systems
- Facilitating communication between partners and customers
- Providing customer support and responding to enquiries
- Generating sales reports and analytics for partners
3.2 To Improve and Personalise Your Experience
- Remembering your preferences and settings
- Recommending restaurants and menu items
- Analysing usage patterns to improve our platform
- Conducting research and development
3.3 For Marketing and Communications
- Sending promotional offers and updates (with your consent)
- Notifying you about new features and services
- Conducting surveys and requesting feedback
- Marketing our services to potential partners
3.4 For Legal and Security Purposes
- Complying with legal obligations (tax reporting, HMRC requirements)
- Preventing fraud and ensuring platform security
- Enforcing our Terms and Conditions
- Protecting our rights and those of our users
- Resolving disputes and investigating complaints
4. Legal Basis for Processing (GDPR)
Under UK GDPR, we process your personal data based on the following legal grounds:
- Contract Performance: Processing necessary to fulfil our services and obligations to you
- Legitimate Interests: Improving our services, fraud prevention, and business analytics (balanced against your rights)
- Consent: Marketing communications and optional features (you can withdraw consent at any time)
- Legal Obligation: Tax compliance, HMRC reporting, and regulatory requirements
5. How We Share Your Information
We do not sell your personal information to third parties. We may share your information with:
5.1 Service Providers
- Payment processors (Stripe, PayPal, or similar) for transaction processing
- Cloud hosting providers (for data storage and platform operation)
- Customer support tools and communication platforms
- Analytics providers (Google Analytics, Plausible)
- Email service providers (for transactional and marketing emails)
5.2 Restaurant Partners
When you place an order, we share your name, contact details, delivery address, and order information with the restaurant partner to fulfil your order.
5.3 Legal and Regulatory Authorities
We may disclose information to comply with legal obligations, court orders, or requests from regulatory bodies including HMRC, the Information Commissioner's Office (ICO), or law enforcement.
5.4 Business Transfers
In the event of a merger, acquisition, or sale of assets, your information may be transferred to the new owner, subject to this Privacy Policy.
6. Data Retention
We retain your personal information for as long as necessary to provide our services and comply with legal obligations:
- Customer data: Retained while you have an active account, plus 7 years for financial records (tax compliance)
- Partner data: Retained for the duration of the partnership, plus 7 years for financial and tax records
- Transaction records: Retained for 7 years as required by HMRC
- Marketing data: Retained until you withdraw consent or request deletion
- Analytics data: Anonymised after 26 months or retained in aggregated form
7. Your Rights Under UK GDPR
You have the following rights regarding your personal data:
- Right of Access: Request a copy of the personal data we hold about you
- Right to Rectification: Request correction of inaccurate or incomplete data
- Right to Erasure: Request deletion of your data (subject to legal retention requirements)
- Right to Restriction: Request limitation of processing in certain circumstances
- Right to Data Portability: Receive your data in a structured, machine-readable format
- Right to Object: Object to processing based on legitimate interests or for marketing purposes
- Right to Withdraw Consent: Withdraw consent for processing at any time (where consent is the legal basis)
- Right to Lodge a Complaint: File a complaint with the Information Commissioner's Office (ICO)
To exercise these rights, please contact us at [email protected]. We will respond within one month.
8. Cookies and Tracking Technologies
8.1 What Are Cookies?
Cookies are small text files stored on your device when you visit our website. They help us provide a better user experience and analyse how our platform is used.
8.2 Types of Cookies We Use
Strictly Necessary Cookies (Always Active)
- Essential for website functionality (login, shopping cart)
- Security and fraud prevention
- Session management
Performance and Analytics Cookies (With Your Consent)
- Google Analytics (website traffic and user behaviour)
- Plausible Analytics (privacy-friendly analytics)
- Heat mapping and session recording (to improve user experience)
Functional Cookies (With Your Consent)
- Remembering your preferences (language, location)
- Personalising content and recommendations
- Saved addresses and payment preferences
Marketing Cookies (With Your Consent)
- Social media pixels (Facebook, Instagram)
- Advertising platforms (Google Ads, Meta Ads)
- Retargeting and conversion tracking
8.3 Managing Cookies
You can manage your cookie preferences through:
- Our cookie consent banner (appears on your first visit)
- Cookie settings in your browser (see browser help for instructions)
- Opt-out tools provided by advertising networks
Note: Disabling strictly necessary cookies may affect website functionality.
9. Data Security
We implement appropriate technical and organisational measures to protect your personal data:
- Encryption of data in transit (TLS/SSL) and at rest
- Secure payment processing (PCI-DSS compliant providers)
- Access controls and authentication (role-based permissions)
- Regular security audits and vulnerability assessments
- Staff training on data protection and security
- Incident response procedures for data breaches
While we take security seriously, no method of transmission over the internet is 100% secure. You should also take steps to protect your account credentials.
10. International Data Transfers
Your data is primarily stored and processed in the United Kingdom and European Economic Area (EEA).
Some of our service providers may process data outside the UK/EEA (e.g., cloud hosting providers). In such cases, we ensure appropriate safeguards are in place, such as:
- Standard Contractual Clauses approved by the UK ICO
- Adequacy decisions recognising equivalent data protection standards
- Binding Corporate Rules or certification schemes (e.g., Privacy Shield replacement mechanisms)
11. Children's Privacy
Our services are not directed at children under 16 years of age. We do not knowingly collect personal information from children. If you believe we have inadvertently collected data from a child, please contact us immediately so we can delete it.
12. Third-Party Links
Our platform may contain links to third-party websites (e.g., social media, payment providers). We are not responsible for the privacy practices of these sites. We encourage you to read their privacy policies before providing personal information.
13. Data Protection Officer
For questions about data protection or to exercise your rights, you can contact our Data Protection Officer at:
Email: [email protected]
Data Protection Officer
Food Now Ltd
United Kingdom
14. Self-Hosted vs Hosted Options
14.1 Self-Hosted Partners
Partners using our Self-Hosted option remain the data controller for customer data. They are responsible for:
- Obtaining customer consent for data processing
- Complying with UK GDPR obligations
- Responding to data subject access requests
- Data security and breach notifications
Food Now acts as a technology provider and data processor in this arrangement. A Data Processing Agreement (DPA) governs our responsibilities.
14.2 Hosted Partners
Partners using our Hosted option may share data controller responsibilities with Food Now, as specified in the service agreement and DPA. Exemptions from HMRC digital platform reporting requirements may apply.
15. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors.
We will notify you of material changes by:
- Email notification to registered users
- Prominent notice on our website
- In-app notifications (for mobile users)
Your continued use of our services after changes take effect constitutes acceptance of the updated Privacy Policy.
16. Contact Us
If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:
Food Now Ltd
Email: [email protected]
Support: [email protected]
Data Protection Officer: [email protected]
Information Commissioner's Office (ICO)
If you are not satisfied with our response, you have the right to lodge a complaint with the ICO:
Website: ico.org.uk
Helpline: 0303 123 1113
This Privacy Policy was last updated on 3 July 2026. We are committed to protecting your privacy and handling your data responsibly in accordance with UK GDPR and the Data Protection Act 2018.
