Contents

1. Privacy Policy

2. Allergen & Food Safety Notice

3. Terms & Conditions

4. Delivery Policy

5. Refund & Returns Policy

6. Cookie Policy

7. Website Terms of Use

8. Food Hygiene & Compliance Statement

9. Fraud, Chargebacks & Security Policy

10. Force Majeure & Courier Delay Clause

11. Website Snippets for Shopify

12. Launch Implementation Checklist

13. Reference Sources Used for Drafting

1. Privacy Policy

Purpose

Secret Savoury Ltd respects your privacy and protects customer personal data when customers visit the website, create an account, place an order, contact us, subscribe to marketing, leave a review or interact with us.

Contact

For privacy questions, data rights requests or complaints, contact hello@secretsavoury.com.

Data controller

Secret Savoury Ltd is the data controller for personal data collected through the website and services.

Legal framework

We process personal data in accordance with UK GDPR, Data Protection Act 2018, PECR and relevant changes introduced by the Data Use and Access Act 2025 (DUAA). DUAA does not replace UK GDPR or the Data Protection Act 2018, but amends areas including complaints handling, automated decision-making, cookies/storage technologies, subject access and recognised legitimate interests.

Personal data collected

We may collect identity data, contact details, billing and delivery details, order history, delivery instructions, payment confirmation data, customer service correspondence, fraud prevention data, website usage information, cookie identifiers, device/browser information, marketing preferences, review content and customer account information.

Shopify payments and customer accounts

Payments may be processed by Shopify Payments or other payment providers at checkout. We do not usually store full card details ourselves. If a customer creates a Shopify account, we may process login-related account details, order history, saved addresses, marketing preferences and support records. Customers are responsible for keeping account login details secure.

How we use data

We use personal data to process and deliver orders, manage frozen food fulfilment, arrange DPD/courier delivery, provide tracking updates, handle refunds and replacements, respond to enquiries, issue allergen/food safety communications, send marketing where permitted, improve website performance, prevent fraud, manage chargebacks and comply with tax, accounting, food hygiene and regulatory obligations.

Lawful bases

Our lawful bases may include contract performance, legal obligation, legitimate interests, consent and, in rare cases, vital interests where food safety or health-related communications are necessary.

DUAA complaints procedure

Customers may complain about our handling of personal data by emailing hello@secretsavoury.com. We will acknowledge data protection complaints within 30 days where required, investigate appropriately, keep the customer informed without undue delay and tell the customer the outcome. Customers also have the right to complain to the ICO.

Automated decision-making

We do not currently use solely automated decision-making that produces legal or similarly significant effects. We may use automated tools for fraud checks, checkout security, email segmentation, recommendations, abandoned-basket reminders and delivery notifications. Where required by law, appropriate safeguards will be provided.

Retention

We retain personal data only as long as reasonably necessary. Typical periods: order/payment/tax records up to 6 years; customer service up to 3 years; food safety/allergen/complaints records up to 6 years or longer if legally required; marketing consent until unsubscribe plus suppression record; analytics usually up to 26 months depending on settings; account data while active and for a reasonable period afterwards; cookie consent usually up to 12 months.

Sharing data

We may share data with Shopify, payment processors, couriers such as DPD, email marketing platforms, analytics providers, IT providers, accountants, legal advisers, insurers, regulators, public authorities and fraud prevention tools where necessary.

International transfers

Where suppliers process personal data outside the UK, we will use appropriate safeguards such as UK adequacy regulations, International Data Transfer Agreements, the UK Addendum to EU Standard Contractual Clauses or other lawful mechanisms.

Customer rights

Customers may have rights of access, rectification, erasure, restriction, objection, portability, withdrawal of consent and rights relating to automated decision-making. Requests should be sent to hello@secretsavoury.com.

2. Allergen & Food Safety Notice

Important notice

Secret Savoury Ltd handles ingredients and products that may contain allergens. Customers with allergies, intolerances, coeliac disease or dietary requirements should contact hello@secretsavoury.com before ordering.

Allergens

Products may contain or be prepared in environments where cereals containing gluten, milk, cashews, peanuts, tree nuts, sesame, soya, mustard, celery, sulphur dioxide/sulphites and other allergens may be present.

Cross-contamination

Although reasonable precautions are taken, we cannot guarantee any product is completely free from allergens or traces of allergens because products may be prepared, cooked, packed or stored in shared environments.

Customer responsibility

Customers must review ingredient and allergen information, contact us before ordering if unsure, follow storage/cooking instructions and not consume products where suitability is uncertain.

Frozen food safety

Frozen products should be inspected immediately on delivery and placed in a freezer promptly. Products must be stored according to the label. Fully defrosted products should not normally be refrozen unless first cooked safely in accordance with food safety guidance.

Ready-to-eat products

Ready-to-eat products should be stored according to instructions and consumed by the stated use-by date. Do not consume products that appear damaged, spoiled, unusually warm or unsafe.

Cooking

Frozen products should be cooked thoroughly and be piping hot throughout before consumption. Cooking times may vary by appliance.

Safety incidents and recalls

If a product arrives damaged, unsafe, warm, contaminated, incorrectly labelled or otherwise concerning, customers should contact hello@secretsavoury.com as soon as possible with order number, photos and details. If a product recall, allergen update or food safety issue occurs, we may contact affected customers using checkout details.

3. Terms & Conditions

Introduction

These Terms & Conditions apply to use of the Secret Savoury Ltd website and purchase of products from us. By placing an order, the customer agrees to these terms.

Orders

Orders are subject to acceptance, payment, availability and operational capacity. We may refuse or cancel an order where there is a pricing error, stock issue, suspected fraud, delivery restriction, safety concern or other valid reason.

Products

We aim to describe products accurately. Images are illustrative. Handmade food products may vary slightly in appearance, size, colour or finish.

Prices and payment

Prices are shown in GBP. Delivery charges and any applicable taxes are displayed at checkout. Payment must be authorised before dispatch. We may delay or cancel fulfilment if payment is declined, reversed, flagged or subject to fraud review.

Customer information

Customers must provide accurate billing, delivery and contact details. We are not responsible for failed or delayed delivery caused by incorrect or incomplete information supplied by the customer.

Consumer Rights Act 2015

Products must be as described, of satisfactory quality and fit for purpose as required by the Consumer Rights Act 2015. Nothing in these terms affects statutory consumer rights.

Distance selling / online purchases

Online purchases are distance selling transactions. However, statutory change-of-mind cancellation rights may not apply to perishable goods, frozen food, chilled food or sealed goods unsuitable for return for health or hygiene reasons once opened or handled after delivery.

Liability

Nothing excludes or limits liability where unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or breach of statutory consumer rights.

Governing law

These terms are governed by the laws of England and Wales. Courts of England and Wales will have jurisdiction, subject to mandatory consumer rights.

4. Delivery Policy

Delivery area

We aim to deliver to eligible UK addresses shown at checkout. Remote postcodes, islands, Highlands, Northern Ireland or restricted areas may have different availability, delivery cost, lead time or exclusions.

Frozen food deliveries

Frozen orders are packed using insulated packaging and passive temperature-control measures such as liners and gel packs/ice packs. Packaging is designed to support safe delivery within the selected courier service window, but customers must freeze products promptly upon receipt.

DPD next-day delivery

Where offered, we use DPD next-day or DPD next-day services for time-sensitive frozen orders. DPD services may provide tracking, delivery notifications and proof of delivery. Next-day services are service aims rather than absolute guarantees and may be affected by postcode, cut-off, operational delays or exceptional events.

Customer availability

Customers should ensure someone is available to receive frozen orders. If the courier leaves a parcel in a safe place, with a neighbour or at the customer’s instruction, the customer should retrieve it immediately.

Delivery delays

Courier delays may occur due to weather, traffic, network disruption, strikes, incorrect address details, access issues, failed delivery attempts or events outside our reasonable control. Customers should contact us promptly if frozen products arrive late, damaged or warm.

Failed delivery

If delivery fails because no one is available, access is restricted, address details are incorrect, the customer refuses delivery, or the customer does not retrieve the parcel promptly, we may be unable to refund perishable items unless required by law.

Inspection on arrival

Customers must inspect parcels as soon as reasonably possible after delivery. Frozen items should be checked and transferred to a freezer immediately.

5. Refund & Returns Policy

Perishable goods

Due to the perishable and temperature-sensitive nature of food products, returns are generally not accepted unless the product is faulty, unsafe, not as described, incorrect or otherwise required to be refunded under consumer law.

Distance selling cancellation

Consumers buying online generally have cancellation rights for many goods, but there are exceptions for perishable goods such as frozen food and sealed goods unsuitable for return for health or hygiene reasons once unsealed after delivery.

Faulty or incorrect items

Customers should email hello@secretsavoury.com within 24 hours of delivery where possible if an order is damaged, incorrect, unsafe, missing items or not as described. This does not remove statutory rights.

Evidence

We may ask for order number, photographs of product and packaging, delivery label, temperature/condition details and a description of the issue to investigate fairly.

Refunds and replacements

Where a claim is accepted, we may offer a refund, replacement, credit or other remedy depending on the issue, product condition, evidence and legal obligations.

No refund situations

We may refuse refunds where deterioration is caused by incorrect storage after delivery, failure to receive the parcel promptly, incorrect delivery details supplied by the customer, customer change of mind for perishable goods, or products consumed contrary to instructions, unless consumer law requires otherwise.

Chargebacks

Customers should contact us first so we can resolve issues quickly. If a chargeback is raised, we may provide order records, payment records, delivery tracking, proof of delivery, customer correspondence and fraud checks to the payment provider.

6. Cookie Policy

Overview

Our website uses cookies and similar technologies to operate the site, remember basket contents, support checkout, improve performance, understand website traffic and support marketing.

Types of cookies

We may use essential cookies, analytics cookies, preference cookies, security cookies and marketing cookies.

Consent and DUAA

Where required by law, we will request consent before using non-essential cookies. DUAA introduces changes to storage and access technologies, but PECR and UK data protection requirements continue to apply.

Analytics

Analytics cookies help us understand website performance, product interest, conversion rates and customer experience. Where legally permitted, some low-risk analytics may be used with an opt-out mechanism rather than prior opt-in, subject to applicable requirements and settings.

Managing cookies

Customers can manage cookie preferences through our cookie banner or browser settings. Blocking cookies may affect basket, checkout, login or website functionality.

7. Website Terms of Use

Use of website

Customers must use the website lawfully and responsibly. Users must not misuse the website, attempt unauthorised access, disrupt services, introduce malware, scrape content unlawfully or use the website for fraudulent purposes.

Intellectual property

Website content, branding, logos, product descriptions, images, designs and text belong to Secret Savoury Ltd or licensors unless stated otherwise. Content must not be copied or reused without permission.

Availability

We aim to keep the website available but do not guarantee uninterrupted access. Maintenance, technical issues or third-party platform outages may affect availability.

Third-party links

The website may contain links to third-party sites or services. We are not responsible for external websites.

8. Food Hygiene & Compliance Statement

Food business obligations

Secret Savoury Ltd will operate in line with applicable UK food business responsibilities, including making sure food is safe, managing food safety systems, managing allergen risk, maintaining traceability records and withdrawing or recalling unsafe food where required.

Food hygiene

We will follow food hygiene practices relating to cooking, chilling/freezing, cleaning, avoiding cross-contamination, storage and transport.

Training and records

Staff involved in food handling should receive appropriate food hygiene training. Records may be kept for suppliers, traceability, temperature checks, cleaning, complaints, recalls and incidents.

Labelling and marketing

Food descriptions, ingredient information, allergen information and marketing claims should be accurate and not misleading.

9. Fraud, Chargebacks & Security Policy

Fraud checks

We may use payment, address, device, order history and risk-check information to detect and prevent fraudulent transactions, account misuse, payment abuse and chargeback fraud.

High-risk orders

We may hold, cancel or request additional verification for orders flagged as high-risk, unusually large, inconsistent, suspicious or potentially unauthorised.

Chargeback evidence

Where a chargeback or payment dispute is raised, we may share relevant evidence with Shopify, payment processors, banks, card networks, couriers and advisers. Evidence may include order records, communication logs, IP/device data, payment status, delivery tracking, proof of delivery and fraud screening results.

Customer cooperation

Customers should contact hello@secretsavoury.com before raising a chargeback wherever possible so we can investigate and resolve issues promptly.

10. Force Majeure & Courier Delay Clause

Events outside our control

We will not be liable for failure or delay caused by events beyond our reasonable control. This may include courier network disruption, extreme weather, road closures, strikes, government restrictions, natural disasters, cyber incidents, utility failures, supplier disruption, packaging shortages, illness outbreaks or other emergencies.

Frozen food courier delays

Where frozen food delivery is affected by courier delay, we will assess each case based on delivery tracking, packaging condition, temperature/food safety information, customer handling and legal obligations. Customers should contact us immediately if products arrive late, warm or damaged.

Remedy

Where an event outside our control materially affects fulfilment, we may cancel, delay, refund or reschedule the order depending on circumstances and legal obligations.