Live Chat and Chatbot Terms and Email Capture

1. What these terms cover

These terms apply when you use the live chat or chatbot on the Rennet & Rind website and choose to provide your email address.

2. Why we ask for your email address

We may ask for your email address so we can:

reply to your message if we cannot resolve it in the chat
send order support updates where relevant, for example delivery queries or missing information
link your enquiry to an existing order, where you provide enough details to do so

You can choose not to provide an email address, but this may limit our ability to follow up with you.

3. Marketing

We will only use your email address for marketing if you have clearly opted in to receive marketing emails.

If you opt in, you can unsubscribe at any time using the link in our emails, or by contacting us.

4. What information may be collected in chat

Depending on what you type, chat messages may include personal data such as:

your name and email address
order number and order details
delivery address (if you choose to share it)
any other information you include in your message

Please do not share sensitive personal information in chat.

5. Lawful basis for using your data

We process chat and email details:

to respond to your request and provide customer support (legitimate interests)
to fulfil a contract or take steps at your request before a contract, where the chat relates to an order
for marketing, only where you have provided consent

6. How long we keep chat records

We keep chat records and related contact details only for as long as needed for customer support and record keeping, and then we delete or anonymise them.

7. Third party service providers

We may use a third party chat provider to run the live chat or chatbot. That provider will process chat data on our behalf as a data processor, under contract, and only to provide the service.

8. Security

We take reasonable steps to protect the information you share via chat. However, no online service can be guaranteed as completely secure.

9. Your rights

You have rights under UK data protection law, including the right to:

access your personal data
correct inaccurate data
request deletion in some circumstances
object to certain processing
withdraw consent for marketing at any time

To exercise your rights, contact us using the details in section 11.

10. Complaints

If you are unhappy with how your data has been handled, you can contact us. You also have the right to complain to the Information Commissioner’s Office (ICO).

11. Contact us

Rennet & Rind (The Cambridge Food Company Limited)

Email: hello@rennetandrind.co.uk

12. Changes to these terms

We may update these terms from time to time. The latest version will apply when you use the chat.