Privacy Policy

General Privacy Statement – How we handle your personal data

Please read this privacy policy carefully



HomeKooc’s legal name is Homekooc Ltd ("we""our""us" or "Homekooc"). We are

committed to protecting the privacy of all users of our website, or mobile

application (together, the "Sites"). This privacy policy explains how we use and protect your

personal information. We are the "controller" of the information we process, unless otherwise




When you visit the Sites or make a Homekooc order through the Sites, you are asked for in-

formation about yourself when registering an account with HomeKooc including your name,

contact details, delivery address, order details and payment information such as credit or

debit card details. If you are a seller, we also ask you for your business name and address.


We collect information about your use of the Sites and information about you when you con-

tact us or provide us with feedback, including via email, post or phone.


We collect information from your mobile device or computer, such as its operating system,

the device and connection type and the IP address from which you are accessing our Sites.

We also collect technical information about your use of our services through a mobile device,

for example, carrier, location data and performance data such as mobile payment methods,

interaction with other retail technology such as use of NFC Tags and QR Codes. Unless you

have elected to remain anonymous through your device and/or platform settings, this infor-

mation may be collected and used by us automatically if you use the service through your

mobile device(s) via any HomeKooc mobile application, through your mobile's browser or


We process health information about you only where you volunteer and consent to this, for

example if you report any specific food allergies when placing an order



We collect your information when you interact with us or use our services, such as when you

use our mobile App to place an order. We also look at how visitors use our Sites, to help us

improve our services and optimise customer experience.

We collect information:

1. when you create an account with us, or you change your account settings;

2. when you place an order with us and during the order process (including for pay-

ment and order delivery);

3. through your interactions with us or our services, such as when you request infor-

mation or to receive marketing; and

4. when you browse or use our Sites (before and after you create an account with




We will only process your information if there is a reason for doing so, and if that reason is

permitted by law.Where we need to provide you with the service you have requested or to enter into a con-

tract with you, we use your information to:

• enable us to provide you with access to the relevant parts of the Sites;

• supply the services you have requested, we collect your name, contact details,

delivery address and order details;

• enable us to collect payment from you, we collect your credit or debit card infor-

mation; and

• contact you where necessary concerning our services, such as to resolve issues

you may have with your order, we collect the information listed above and any

additional information we may need to resolve your issue.

We also process your information where we have a legitimate interest for doing so, which

are to:

• personalise our services, including to make it easier and faster for you to place


• improve the effectiveness and quality of service that our customers can expect

from us in the future;

• tailor content that we or our partners display to you, for example so that we can

show you partners which are in your area or make sure you see the advertising

which is most relevant to you, based on characteristics determined by us;

• enable our customer support team to help you with any enquiries or complaints in

the most efficient way possible and to provide a positive customer experience;

• analyse your activity on the Sites so that we can administer, support, improve

and develop our business and for statistical and analytical purposes and to help

us to prevent fraud; and

• detect, investigate, report and seek to prevent fraud or crime.

We also process your information to enforce our contractual terms with you and any other

agreement, to ensure compliance with our internal policies and procedures and for the exer-

cise or defence of legal claims and to protect the rights of Homekooc, our delivery driv-

ers/riders, or others (including to prevent fraud).



We undertake fraud checks on all customers which is necessary for us to:

• perform our contracted services to customers;

• ensure that our services provided are duly paid for;

• ensure that customers themselves are protected from fraudulent transactions be-

ing made on their payment cards.

We use automated systems, including from a third party fraud detection provider called

Stripe. This system analyses order data to make automated decisions as to whether or not

we should accept an order.

Where we believe there may be fraudulent activity we may block you from placing an order

and using our Sites.

Our fraud detection is in place to protect our customers, as well as Homekooc. You have the

right to contest any automated decision made about you and to be given more information

about why any such decision was made.



The information we collect about you will be transferred to and stored on our local serves lo-

cated within the U.K. We are very careful and transparent about who else your information is

shared with.

Where relevant and you give your consent, we may share the health information you volun-

teer to us with partners to enable them to investigate and respond to complaints.

We share your information with third party service providers that provide services on our be-

half. The types of third party service providers whom we share your information with include

for example:

• Payment providers (including online payment providers and fraud detection pro-


• IT service providers (including cloud providers);

• Delivery drivers/Riders, who have access to limited information to enable them to

fulfil an order; and

• Customer support providers

If our business enters into a joint venture with, purchases or is sold to or merged with an-

other business entity, your information may be disclosed or transferred to the target com-

pany, our new business partners or owners or their advisors.

We may also share your information:

• if we are under a duty to disclose or share your information in order to comply

with (and/or where we believe we are under a duty to comply with) any legal obli-

gation or regulatory requirement;

• in order to enforce our contractual terms with you and any other agreement.

• to protect the rights of Homekooc, our partners, delivery drivers/riders, or others,

including to prevent fraud; and

• with such third parties as we reasonably consider necessary in order to prevent

crime, e.g. the police or for health and safety purposes.



We have in place technologies and policies to protect your personal information from being

accidentally lost, used or accessed in an unauthorised way, altered or disclosed.

Unfortunately, the transmission of information via the internet is not completely secure. Alt-

hough we will take steps to protect your information, we cannot guarantee the security of

your information transmitted to the Sites; any transmission is at your own risk.

When you open an account you may create a password, or other secure login method and

also provide payment card details. You must use a unique password and keep any pass-

word you create, or other secure login method, secret in order to help prevent others from

accessing your account.



We will only retain your information for as long as reasonably necessary to fulfil the purposes

we collected it for, including for the purposes of satisfying any legal, regulatory, tax, account-

ing or reporting requirements. We may retain your information for a longer period in theevent of a complaint or if we reasonably believe there is a prospect of litigation in respect to

our relationship with you.

Otherwise, we securely erase your information where we no longer require it for the pur-

poses we collected it for.



Under certain circumstances, you have rights under data protection law in relation to the in-

formation we hold about you. These include:

• The right of access. This is also known as a “data subject access request”. You

have the right to receive a copy of the information we hold about you and to

check that we are lawfully processing it.

• The right to rectification. You are entitled to have any incomplete or inaccurate

information we hold about you corrected, though we may need to verify the accu-

racy of the new information you provide to us.

• The right to erasure. This is also known as “the right to be forgotten” which ena-

bles you to request the deletion or removal of certain of the information that we

hold about you where there is no good reason for us continuing to process it. This

right is not absolute and only applies in certain circumstances.

• The right to restrict processing. You have the right to block or suppress further

use of your information in certain circumstances. When processing is restricted,

we may still have a lawful reason to store your information, but we will not use it


• The right to data portability. You have the right to receive your information in a

structured, commonly used and machine-readable format which you can transfer

to another service provider or other third party. This right is not absolute and only

applies in certain circumstances.

• The right to withdraw consent. Where we rely on consent to use your infor-

mation, you have the right to withdraw that consent at any time. Withdrawing

consent will not, however, make unlawful our use of your information before you

withdraw your consent. If you withdraw your consent, we may not be able to pro-

vide certain services to you.

• The right to object to processing. You have the right to object to certain types of

processing of your information.

• You have the right not to be subject to a decision based solely on auto-

mated processing of your information such as in connection with our fraud


To exercise any of these rights, please contact us in writing at:

If you are unhappy with how we have handled your information you can contact your local

data protection authority. In the UK, this is the Information Commissioner’s Office. We would,

however, really appreciate the chance to deal with your concerns before you approach your

local data protection authority and so we please ask that you contact us first.



If you have any queries or requests about this privacy policy or how we handle your infor-

mation more generally, you can get in touch by contacting our general customer services

team by:

• email at:

• by post at: HomeKooc, 428-432 Ley Street, Ilford, Essex, IG2 7BS



We may update this Privacy Notice from time to time in response to changing legal, technical

or business developments. We encourage you to periodically review this page for the latest

information on our privacy practices.

This privacy policy was last updated: September 2022